Enterprise Rent-A-Car

I’ve rented from Enterprise many times over the years and often from this location. Most recently, I rented a Kia Sorento for a long weekend trip to Maine (June 19 – 22). My experience with the staff and with the car was excellent. I used to be a regular Hertz customer, but I find that Enterprise is more convenient, with better prices, with higher quality service and great cars. Even though I didn’t need it this time, their pickup service is a life saver. Overall, I am a very satisfied customer of Enterprise and especially this location.

Nice people who answer your questions in detail. They take their time with you even though busy location. Even the drivers that take u to your rental car from the body shop are timely and professional.

I rented from Enterprise rather than one of the other car rental companies at the Reading airport because it picks up and drops off and I was was coming into Reading by bus to rent a car.
My rental was from a Friday afternoon with the return on Sunday during the 10−1PM hours it was open. My bus back was at 1PM and I expected to be on it.
On SundayI called from 10 AM through 12:30 PM attempting to speak to the office to ask which exit I needed to take from the highway I was traveling on. No matter when I called the location I was put on hold.
As I drove I would put my phone on speaker expecting someone at the office to answer. Because of being unfamiliar with Reading when I reached the city, I got off the highway in West Reading. Even with google maps on my ipad (while a call was on hold) I could not navigate to Morgantown Rd.
What I finally did was go back on the highway to the downtown bus station just as I saw my 1PM bus leave, hired a cab to drive with me following to Enterprise on Morgantown where I left the car and keys in the dropbox.
Calling the next morning to ask why I could not contact someone at the office on Sunday, I was told that Sunday was a busy day and although two people were working, they did not have time to answer calls — either they were with customers or on the phone. The manager offered not to charge me for the «extra» day, since my rental was to be returned on Sunday, but would not reimburse me for the cost of the taxi, which was $ 15.
There was no consideration that I had missed my bus connection.
I suggested that the location needed to have a system better than just putting calls on hold FOREVER, such as being able to leave a message for call back and the commitment to return urgent phone calls — which mine would have been. At one point about noon as I was driving in West Reading, I called Enterprise roadside assistance to ask if there was another number the agent could call to contact the location but the only number was the number I had been dialing for the past 2 hours. He tried calling it but said he was put on hold. I also called Customer Assistance, which had no suggestions of what to do.
For a company that advertises customers count and offers the big advantage of pick up and drop off, Enterprise needs to rethink how it handles calls on hold and being responsive to the customer I was yesterday.