Enterprise Rent-A-Car

These people are incompetent and do not know how to deliver customer satisfaction. They only care about profit, but do not deliver the type of service expected from such high prices. They give a bad name to the Petaluma community, as all non-​local corporations. I would rather walk than give them my money.

Not the best customer service in the office. I made this reservation on line. They gave me an «up-​grade» at the location, because they did not have the economy car I reserved,(so why not tell me there were none available?) than tried to charge me 39.99 a day insurance. When I declined they then said I had to pay a minimum of 19.99 per day because it was a bigger car. I booked an economy and wanted to only pay 10.99 per day insurance. I was going refuse the rental altogether, than low and behold there IS an economy car after all, it just came in while I was at lunch… So great got the car and the insurance amount I wanted to pay, car was dirty and smelled. She did try and wash it herself to make it all right, therefore I will give here that. So, fast forward 5 days, I return the car and as I am getting a ride home, I was then informed that I could have, and should have been offered the weekend special of $ 9.99 per day Friday-​Monday, (100 miles per day). Than charge me the rate of 22.99 for the other two day (unlimited miles) I drove a total of 527 miles.
So people book on line, look for specials, insist on getting was you booked and don’t accept any BS and Used car sales tactics… once they get your money they are not going to give any of it back. Oh no help with on-​line customer service either, very rude. One lied and the other just didn’t care.
I will continue to rent from Enterprise but I will drive to the one in San Rafael on Midway to be treated with respect and honesty. Your review helps others learn about great local businesses.
Please don’t review this business if you received a freebie for writing this review, or if you’re connected in any way to the owner or employees.

Superb — friendly and professional — excellent service, particularly for a local option.
They offer a free (and timely) shuttle service to your home or business

Enterprise is professional and great staff. Highly recommend. I go to this location often and never had a problem.

I normally don’t give out 5 star services. However, Coming to this location I was highly impressed with the level of customer service and this shout out goes to Stephanie. I walked in 8 am. Drove off by 8:10 am. I know its the morning and did not expect many people. None-​the-​less service was excellent and I will be renting more frequently from enterprise! Keep up the good work!!!

Unfortunately the only thing this company has going for them is the cheapest price. So, this is where «you get what you pay for» comes in. Absolutely no customer service and absolutely no willingness to work with or take care of customers.

Sadly customer service at this location is lacking. My boyfriend rented a car and was told that If I came into the office and showed my ID that I could drive the car at no additional fee. GREAT! So I drive to the office (out of my way) and was ignored upon walking in the door, which makes for an awkward moment of me questioning my visibility and the girl at the desk clearly avoiding eye contact. So I walk up to the counter and she says «I’ll be right with you» Wonderful, that information would have been helpful immediately! I didn’t have to wait long as there wasn’t any other customers in the office. When I show her my ID she is informs me that because I’m 3 months shy of 25 years old that there is an additional fee of $ 50 a day. That’s right a day! Since they had previously told my boyfriend that it was free I was a bit irritated and I asked «how come you didn’t disclose that information to him?» (In fact she misinformed him!) She replied with «well he didn’t ask» I couldn’t believe that response. I think that information should be volunteered by enterprise. I understand customer service isn’t always easy I just wish that the reps could remember that as customers we are the purpose of your job not an interruption.
The car was fine no complaints there, but I think next time we’ll try a different rental car company.

Dirty car with pet hair. Demeaning service with a slight smile. Last time with enterprise.

Renter beware!
Having rented literally hundreds of cars over the years due to my job, I found this experience just OK. Aside from a clearly understaffed location, the way my rental charges were handled was well below average. While I do expect a hold charge for the rental period as well as a cushion be placed on my credit card, it is not appropriate to charge the entire amount and then «refund» the difference later. So far, no credit or pending credit back to my Amex. Although I will likely again use Enterprise, it’s unlikely that I’ll use this location. Now, I have to go pursue the credit to my card.

Friendly fast service! I even got a reminder about my pick-​up the day before which is great — since not all Enterprises do this. It’s just a nice gesture to know that there isn’t any last-​minute cancellations.
They dropped me off at my hotel after I dropped off my car. I would come back again.

Almost everything about my experience with Enterprise Rent-​A-​Car was positive except for one glaring incident that ruined Enterprise for me.
I had to get a rental car because Ford was doing some work on my car and they called Enterprise. No problem there, the nice man who came to pick me up was cheery, super friendly and was extremely accommodating. The customer representative who helped me get my car was great too.
Ok, now for the bad. When the driver and I walked into Enterprise the customer representative who was sitting in the back desk on the left immediately starting yelling at the poor driver and berating him. She got up out of her desk and got in the face of the poor man yelling at him that he should always turn his phone on and now he has to go back to Ford since he couldn’t seem to turn on his phone. The Ford dealership from Enterprise is probably no more than two miles but she kept yelling at him and putting him down. It was extremely unprofessional on her part and very rude. I was horribly embarrassed for the man that was getting chewed out by this woman in front of his co-​workers and other customers. The driver kept a smile on his face and left to go pick up the customer at Ford. It took everything in me to not chew her out. When she got back on the phone she acted annoyed and wasn’t any friendlier to the customer on the phone that had the bad luck of calling Enterprise and reaching this customer representative.

I had a great experience. Catherine was the best to work with. The office is very nice and it was super easy to deal with.
I would come back here again and have to say the office is one of best place to deal with in regards to super nice customer support.
They are all really nice and personal.

Lovely people, friendly service, and an overall great experience. They’re happy to pick up/​drop off wherever you need to be in the area. We reserved online the night before on what we were told would be a busy weekend, and there was no problem the following morning when we picked our car up. It even smelled of lemons. Yay!

My wife’s aunt was in hospice and getting close to the end so my wife decided to rent a car to go visit on a Saturday. The day before, Friday, she called to reserve a car. We showed up about 11:30 and were told we needed a utility bill to confirm our address. This is, according to the desk person (who is also the mgr), because we would be paying with a debit card. That would’ve entailed a 50+ mile round trip which was impossible due to their office closing at noon. What makes this even worse is we’ve had the same address for 30 years, our son-​in-​law used to manage that Enterprise office and we’ve rented cars from them exclusively for several years using that same debit card. The rude brunette we dealt with didn’t care, said the computers were new and there were no records and she wouldn’t even check the phone book, in which we were listed! She seemed determined to not rent a car to us. She was rude, condescending and arrogant and when I pointed out that there were no other customers in the office and she might be the reason she got personal and insulting and claimed business was great. The other employees were sitting around waiting for closing time and seemed to be entertained by our frustration.
We were over a barrel. Luckily, we left immediately and were able to get to the Hertz office near the Cattleman’s restaurant a couple of minutes before their closing time. The young lady there was a total sweetheart and explained that rental companies don’t accept debit cards without proof of residency but she got that cleared up instantly by checking our credit (+800) (which made me wonder why the harridan at Enterprise couldn’t do the same thing or at least have let us know in the reservation phone call before driving all the way to their office). We waited while she patiently explained things to a French tourist couple, got them a car and then quickly rented one more car to a lady who had been waiting and then got us on our way, all on her own time and after closing. Impressive! Hertz has had us as loyal customers from that day onward. We are also been letting all of our friends who rent cars know about the experience.
Enterprise should just cut to the chase and close down as their «customer service» will bring them to that point anyway. Our community does not need that kind of «business» operating here. I have never seen someone try that hard to nullify any possible sale in a retail environment. To give you an idea about how bad the experience was, it happened about three months ago. I decided to wait and cool off but the memory of it still makes my blood boil. The only reason I give one star is that you can’t give them zero. This is my first and only post to Unilocal.Ever.
Enterprise corporate needs to clean that crew out and replace them before the damage is irreparable. It may already be.

Nice convenient location for me, decent selection of cars for the area. I booked with my American Express Travel representative (great rate). Nice friendly personnel, relatively quick to get the car and return it. I’ve used Enterprise around the country for years and continue to like it based on my first experience with the Petaluma store.

After getting rear ended on 101 the other day, I brought my car in to a local auto body shop and they set me up w/​Enterprise. Catherine was quick to come and pick me up at the body shop and was very friendly and professional. She had all of the paperwork ready so that once we actually got back to Enterprise we were able to sign everything and do the walk-​around in a matter of minutes without even having to go inside. The car was clean and had low mileage so there’s not much more I could have asked for in this situation other than for the dingus that hit me to put down their phone and watch the road.

Used Enterprise in Petaluma for a recent trip. Customer representatives were very friendly. We arranged a pick up from our apartment. Danielle from Enterprise arrived and took us the rental car center, and was very friendly and chatty. She helped us through the rental car process and showed us to our car in about 15 mins. We dropped off the car a little early and again used the pick up/​drop off service. Very happy with the service and price was reasonably as well.

The customer service is awful. The moment I walked in there to ask how renting a car works, because it was my first time, no one acknowledged I was there, I was given short answers. I had to obnoxiously ask everything because the girls at the counter clearly did not want to help me. I felt like they were trying to rush me out the door. I had to call to reiterate what I was told because I didn’t believe they had given me the correct info, and they did lack a lot. The lady who answered the phone did not make me feel any more comfortable. When I finally got the car I again was rushed, not to mention no one even picked up their head to look me in the eyes and say «Hello, how can I help you?» Or «Welcome.» The only good thing about this place was the very polite and very friendly man who picked me up. He was awesome. I am not going here again or recommending this location to anyone.

Not the greatest customer service — they were very indifferent to me being a (1^st time) customer. Wouldn’t they want to WOW me so as to gain a customer for life and so that I could recommend their services to others? Not the case. It was almost as if I was a pain in the A** for them. I was quoted $ 210/​week for a car, but the website said $ 140 (they did honor the lower price, but I had to ask).

One word: Fail.
Okay, so i was going to drive from Petaluma to South Lake Tahoe, and i was gonna buy a rental car for the road because i was worried about my own car not making it up Echo Summit. The service was nice, and i was promised a 2011 Hyundai model. Everything seemed A-​OK from there.
But when i got there, you know what i got? A Jeep. Uh, i wanted the Hyundai, not a Jeep…
Well, the guy at the desk said that those kind of cars work better in the snow. And guess what? Inside the car, it had a warning about driving it in bad weather. That immediately made me nervous to drive up there.
When i got home, i called them up and asked for a different model. Yeah, you guessed it, they were all out of cars. What. The. Hell.
Well, i drove up there anyway, and almost everything went fine, except when i got to the town i slipped on some ice and almost crashed into the divider. Luckily, i didn’t crash, but i feel like that it was Enterprise’s fault for giving me a friggin’ JEEP…
So, yeah. If you’re gonna rent a car, go somewhere else. Hell, anywhere but here.