Enterprise Rent-A-Car

I am not from the local area. I rented a big suv for 9 days when my car was in the shop for some repairs. When i returned the car on Thursday earlier than the return time, along with my elderly mother, I requested to be driven back to the Dodge dealership which is less than 3 miles away. The agent declined to give us a ride back and responded that they dont drive/​pick up customers in nearby areas. When I heard this, my jaw dropped as this was a basic service enterprise provides. I know this because I rented enterprise for all my business trips for the past ten years. The agent suggested to us to take a cab. He gave me $ 40 credit for my $ 900 bill… oh please…
Enterprise, your $ 40 does not cure this situation. This is indeed a turning point to end the loyalty i have with Enterprise. For vacationers to Reno who wants to avoid a possible bad experience, please avoid this company. There are a lot of companies who will value your business.

I rent from Enterprise at the Reno Airport several times a year. Their online reservation application is easy to use. The people at the reservation desk are always pleasant and helpful.
Once you complete the checkin, it is a short walk to the parking garage where the cars are waiting. There, the people are also friendly and professional. They always offer to show me the features of the car such as how to find the windshield wipers, lights, and mirror adjusters.
My only issue is that they often do not have the car I selected. Twice this has resulted in a free upgrade which was a nice surprise. Once, they gave me a discount on the gas options.
Don’t hesitate to ask for a discount if the car you want is not available. Also, don’t count on getting a specific make or model.

Possibly the most despicable and incompetent rental car company location I have ever experienced in 30 years of business travel. Do not trust their staff to be either competent or honest.

Exceptionally poor customer service at this location. The woman I dealt with at the desk was, for lack of a better word, cold. Didn’t care to help, and wasted much of my time until I asked for the manager. The manager, did express good customer service, however the lackadaisical employee at the front desk clearly didn’t want to work there. Ended up using a different car rental place, paid more in the end, and was met with much better service.

Only one person at counter assisting a customer. Must be new. Been here 15 minutes and appears he’s having trouble figuring it out. He helped me as soon as he could. Now for the car. I drive away, had to go to gas station because low tire pressure warning. Tire pressures were right front 48, left front 52, right rear 39, and left rear 28. This per the digital readout on the dash. Proper inflation is 38 all around per the display. I am driving this vehicle one way to LA. The car had just been washed, no wipe down so a tremendous amount of water spots on the windshield and mirrors to the point I had to clean them at the gas station. The interior if the windows don’t appear to have been cleaned in a while. Gray film, maybe smokers from a smoker was on the interior windows. I gave 2 stars because the price was right. Otherwise it would have been 1.

My husband left his phone in the dashboard of the car we returned. We went back within 10min (it had been moved a few spaces ahead, but not taken to be cleaned) to find no phone and very unhelpful employees. My husband eventually talked to the manager Mel who was very pleasant and helpful but obviously couldn’t produce a phone that we are pretty sure one of her employees pocketed.
Looking over the other reviews here — there is obviously a problem with «finders keepers» from the employees at this location. Very disappointing since we’ve always had amazing experiences with Enterprise.

I have done thousands of dollars in business with Enterprise as a company. I will never rent from them again! I rented a car from Enterprise Reno airport before Christmas. I left 2 packages in the back seat, Christmas gifts. As soon as I left Enterprise I realized it and went right back. They only gave me back one package and stole the other. While dealing with the people that work at Enterprise Reno airport I was treated disrespectfully and was blown off. I even contacted the supervisor later who I was told was in a meeting at the time, never to get a response. I would think they would like to know and do something about someone working for them that is a thief. If they are stealing from your customers you can pretty much count on them stealing from you!!! I would think that someone that gives you as much business as I have would be of importance enough to actually use some customer service skills in keeping my business. Well you failed … I have many other choices!!!

I had a good experience renting here, we chose Enterprise since they offered the lowest rate compare to thrifty. The pick up process was smooth, gave the guy my resv number and within 5 minutes I got the paper work and headed to the pick up area in the garage across from the terminal. Once there you hand your paper work to the staff there and they either already have the car there ready to go or you will wait couple minutes for them to get it for you. I will rent from them again in the future.

Enterprise is well-​known for its management training program. I can see why. We’ve been to a few Enterprises in our travels, and we are always treated with the best customer service. We are greeted promptly, with a smile. Each agent asks us a bit of personal info so they can relate to us. It’s nice.
We arrived in Reno and headed to the Enterprise car lot. We were told it was a 5 – 10 minute wait, as they just had several arrivals. No worries. It probably wasn’t even 5 minutes, and we had a car, with a nice upgrade for our wait. We got a beautiful Jeep Cherokee, very clean and well maintained. Drop-​off was easy, as well. Amazing customer service, that’s what keeps us coming back.

This is really more of a 1.5 star review, but I gave the extra half a star because I feel like some of the staff tried to make the situation right. I am really disappointed to write this review because we frequently rent from Enterprise (multiple locations across the country) and have (until the last few months) always had a positive experience. It really feels like service has declined at most Enterprise locations — even for Plus members.
We had booked a reservation for a full size pick-​up truck several months ago for our trip to Lake Tahoe. We booked this class of vehicle intentionally, only to arrive to be told that, not only were there no pick-​ups available (due to a «recall»…maybe this is code for oversold, maybe not), they would be offering us a «full size sedan for the same price.» Ummm… no, you are going to charge me the same price for a full size car — I guess the phrasing was intentioned to make me feel like I was getting a deal. She insists (for quite some time) that this is the largest vehicle she has available, then later relents and «finds» a Chevy Traverse available, but I would need to pay an «upgrade charge.» Hold on — when I booked the reservation for the full size pick-​up it was priced significantly higher than an small SUV, but I am now going to need to pay to rent a vehicle I never wanted. No.
We eventually speak with a manager who provides a discount, though nothing too substantial. At this point (after more than an hour), I probably would have just bought the car from him to get my vacation started. Thinking we were done, we had to unfortunately wait for them to bring us a carseat (for my 2.5 year old). First try: a rear facing infant car seat, second try: a forward facing toddler seat with no straps. Third try: «That’s all we have… maybe it isn’t let me look for another one I will bring it to you.» We wait in the car for another 20 minutes, only to never be brought another car seat. I finally go back to the attendant station, ask for the car seat and he tells me he will bring it to me… confusing, given that he (the manager) is sitting there… shooting the breeze. Finally (thankfully) a female employee intervenes and asks him if he plans to go get the car seat, determines he has no intention to and then realizes that she will need to do it herself. She is friendly and apologetic and brings a car seat. Total time: 1 hour 40 minutes (and the place wasn’t busy… at all).
The return was relatively uneventful. There was a huge line of people waiting to return their vehicle and a huge line of people waiting to pick up their vehicle — and what appeared to be only two employees working… I probably don’t need to say anymore.
Would we rent from this Enterprise location again, maybe… we are brand loyal and this is a small airport, with few options.

Met my sister at Reno airport for a week seeing the family. She had reserved a car at Thrifty Car Rental. When she went to rent the car, she was told her car was cancelled because she was 45 minutes late from her car rental time! I usually rent my cars from Enterprise. So I went to the Enterprise desk and immediately got a rental car with no problem. Took only a few minutes to rent the car. It was clean and ready to go. Thanks Enterprise!

I got a great deal for $ 66 total for a full size for 4 days, the pick up was quick, the car was a little rough outside, but inside was fine. I was offered an upgrade to an SUV for $ 10/​day more upon check-​in and declined. The staff at this location were very friendly and efficient. I opted to fill up my car prior to returning rather than pre-​paying the refill cost upfront. My flight was so early I completely forgot to refill the ¼ tank that I used and when I arrived the guy said it would be $ 25 to refill. I advised I would go fill it up and return it, he said wait let me work with you, cut it down to $ 12.50 and I took it!
Overall a great experience and I would not hesitate to rent again!

RUINED my life! Reserved a car earlier in the day, no problem there pick up was for after work @ 10:00 10:30pm. Show up at 10:20pm and they tell me that there must have been a glitch in the system because they had no cars left. Long story short, missed my court date which was for custody of my baby girl.

I rented a small SUV last weekend for an annual ski reunion trip with friends. The total fee was by far the best of any other rental car companies for SUVs. The service at the front desk was excellent. They are extremely efficient and that is what counts to me. I walked out to get my car and it was quick and friendly. Its directly across from the terminal and a 5 minute walk max. I have traveled on business and rented cars for many years and choose Enterprise because they try harder. They are always very energetic and friendly.

Since writing this review I was contacted by the Enterprise management, and they credited back the charge for extra coverage. Thank you.

Im disgusted by the customer service at the Reno Tahoe location and this disorganised and below par management of such a large company.
We began our rental car research well over a month in advance and after being quoted a ridiculously too good to be true rate we decided to go with Enterprise. We chose a mid size SUV for our trip as we needed the 4WD option for our vacation in Truckee. A few weeks later I called the Reno Tahoe location to confirm our one way reservation and were told they had no record of the reservation. I made a call to the Enterprise main line and determined I did in fact have a reservation but discovered in doing so that our great rate was actually because the guy that took our reservation entered the wrong dates. I immediately extended the reservation which bumped our «too good to be true» price to almost 150% more than other companies had quoted initially. By this stage we were so close to our reservation date that all other companies had jacked the prices up and could no longer beat Enterprise. I called the Reno Tahoe location once again to confirm that we had a 4WD and the snooty woman on the phone told me they don’t do 4WD one way. She implied that they would honor it because the main line had booked us in for that though.
Because of the mix up in dates, our reservation was now stretching our budget to the limit and I called the main line to ask if they could make the situation right. I was transferred through 3 different people, relaying my story each time to be told no, they couldn’t offer a better rate. 5 days before picking up our car I called to be guaranteed we would get a 4WD to make up for the terrible customer service. I was told a manager would call me back from the pick up location and never received a call. 2 days before pick up I called again and asked straight away to speak with a manager. An extremely helpful woman called Mel told me the location was busy and asked what the call was in regards too. I explained the situation and Mel put me on hold, presumably to speak to a manager. When she picked up the phone again she confirmed we would indeed have a 4WD and apologised for the horrible experience we had had. I cancelled the secondary, slightly more expensive 4WD reservation I had with Budget in favor of Enterprise and happily went on my day knowing all details were lined up for a great xmas vacation.
Upon arriving at the airport my boyfriend went to pick up our car and was straight up told no, we would not be receiving a 4WD. I approached the desk, at this point fuming and explained the multiple phone calls, the guarantee from Mel and the fact that I cancelled a back up reservation because of her guarantee.
At this point, the cowardly manager Tanya slunk out from the back room where she had been hiding and told me the Mel was new and didn’t know what she was talking about and that there were no notes on our booking. When I told her about my phone call with Mel, how I asked to speak to a manager and was not granted that request, she stated that Mel told her she never guaranteed anything. I’m not sure if Tanya is a mind reader, goes by the names of both Mel and Tanya or is just a lying incompetent manager, but I found it surprising that she would throw her employee under the bus to save her self the hassle of actually having to do her job so she could slink back into her office.
We left the enterprise location with a compact car that cost us more than our initial too good to be true quote that got us in this mess in the beginning and the satisfaction of knowing that we will never again chose to use a scheming, money grabbing, unreliable company Enterprise.

DO NOT RENT FROM HERE! I cannot believe what a terrible experience I had with Enterprise at the Reno Tahoe Airport. Actually Enterprise in general.
First of all I made a RESERVATION THREE MONTHS IN ADVANCE to pick up a car for my bf and I to drive to Yosemite for a wedding. I arrived first to visit family on Tuesday and went to the Enterprise COUNTER TO CONFIRM everything. I asked very plainly, «So there won’t be a problem for my boyfriend when he arrives at 9:00pm on Thursday to pick up the car?» The associate said, «No problem.» Well, she’s either a liar or doesn’t understand the definition of the word problem.
So my bf arrives at the counter at 9:00pm on Thursday and they tell him that they DON’T HAVE ANY CARS. What’s the point of making a reservation. WTF! There was no contact ahead of time to warn us they ran out of cars. They don’t care about the predicament they put us in and OFFER NO ALTERNATIVES OR SOLUTIONS.
I get on the phone to talk to Enterprise. I explain the situation to the first person and they go to call the airport. I get disconnected. I call back and have to re-​explain. BTW, they cannot take my number and call me back if they disconnect me again, great! I get escalated to the «Help Desk» and have to explain again. What a useless department. She calls the airport and tells them that the computer says they and their sister company (National) still have cars. The guy at the counter tells her they don’t and that was the end of that. Still no alternate solutions or offers of reparations. All we can do is check in the morning.
It’s almost midnight and I have to borrow my cousin’s car to pick up the bf, because he’s now STRANDED AT THE AIRPORT.
Come morning I try to call the airport location, because I don’t want to try to go there and be in the same situation. They NEVER ANSWER THEIR PHONE. I call Enterprise again and have to explain again to the representative, the help desk, and finally the escalation department. Again, ALL UNLESS AND UNHELPFUL. They can’t reach anyone at the airport either, but assure me that they have cars. Sure, just like they had cars the night before. I finally get ahold of someone from another sister company (Alamo). She confirms they have cars after almost three hours of morning phone calls.
We pick up the car and of course no discount or anything for all the time and extra cost we incurred. To top it all off they are STILL CHARGING FOR THE HALF DAY THAT WE DIDN’T EVEN HAVE THE CAR, because they charge in 24 hour increments. We didn’t have time to deal with it then, since we were already so behind schedule trying to find out if there was actually a car for us to pick up.
The worst part was that 20 minutes before we should have arrived at our destination, we were diverted by another three hours, because of a fire that broke out an hour earlier on the 395. If we would have received our reserved car the night before or if the Enterprise counter answered their phone, we would have been through the area before the fire started. So we lost out on enjoying the only free time we had at the resort.
PLEASE DON’T RENT FROM ENTERPRISE. Use their sister company Alamo at least. Or better yet, a whole other family like Budget. Also, remember that with any company, a reservation doesn’t mean anything. Find a way to pay in advance and hopefully that ensures you a car.
*I e-​mailed Enterprise the same week in response to the comment left by them on my review. Supposedly, it was forwarded to the region management that would contact me directly. As of Dec. 23, 2014, I still haven’t received a response. I don’t how it’s possible, but I’m more infuriated and disgusted than before!

Unilocal really should consider adding a zero star option… I was heading to Lake Tahoe for vacation on July 6 and was excited to pick up the Jeep Wrangler that only Enterprise advertised. I was hellbent on driving around the beautiful Tahoe area in a Jeep with the top off and all that business.
My girlfriend placed the reservation and my cousin and his wife had come along as well so they joined me to wait for all the details to be attended to. One issue was that Enterprise charges extra for added drivers, so that was potentially going to raise the cost of the rental significantly. The woman at the desk was efficient enough and we were on our way to the parking area to pick up the car.
We get out there and pretty much inside 2 minutes find out there is no Jeep. They tell us we just don’t have any. As I explained to them that we only chose Enterprise for that specific car, the guy starts offering alternate vehicles. This is typically fine and well except nothing was going to really appease me. The whole point of choosing Enterprise and their sky-​high rates was to have the Jeep-​around-​Tahoe experience. To my lady’s chagrin I was getting pretty heated with the agents outside but I felt it was my right to feel extremely pissed. They did not deliver on what they advertised.
The guy acted like this new Buick Enclave old lady car was awesome so since it was the newest thing they had we reluctantly agreed. We start to get in and we are all in the car, luggage loaded, as my girlfriend continues to try to wrap up the deal. I hear the guy detailing the amount and we are somehow up to $ 1,000 for this debacle. I had enough and said since they weren’t going to do this right (lower rate on an upgraded vehicle, cut some of the costs [extra driver fees] or more specifically finding a damn Jeep) we were done with them. As this all was going on I had said we should just cancel and the guy said, «Yeah, you have every right to cancel» in that tone that says your business doesn’t mean crap to us.
We ended up going to Dollar, which is usually the only place I use, and they hooked us up with a decent new Dodge Journey for under $ 100/​day with all fees included, friendly conversation, and a tip to go to Virginia City while were here. That whole deal took 10 minutes from start to finish.
Bottom line is the Enterprise at Reno International Airport sucks. The only decent person there was the woman at the counter at about 4:30 PM on Sunday, July 6. The men outside were basically all douches. Sorry, but they were. They had ZERO desire to make us happy. Nice customer service principles you have there…

Car Rental ⁶⁄₂₅ thru 6÷30÷2014
LONG STORY short, Ben, an Enterprise «Sales» associate, deleted my notes and signature on the rental agreement, even though I had already verbally explained to him that the rental rate they were charging me was incorrect and not what I had originally agreed to pay when I reserved the car. He had me sign an agreement (that included a deposit), totaling $ 1082.12. Instead of taking me to a manager to find out what was wrong and ensure that I was happy, he badgered me into signing the paperwork, saying I could contact Enterprise later… and then after I signed, told me I would have to contact their local office if I wasn’t happy.
Thank goodness I had my computer and all the original documentation saved as a pdf’, so that I could prove to their manager that my original rate, including all fees and taxes, was $ 392.49. The local manager paid for a tank of gas for our trouble, but that didn’t make up for the stress and upset the situation caused me and my family during our vacation.
How many others have been bullied into signing for something that is entirely different from their original reservation and didn’t have the documentation to back them up? Big lesson for me and hopefully for you… always have a copy of your reservation when you pick up your car rental.

My friend reserved a full size car through Enterprise and they did not have a car even close to full size. They offered us a tiny two door car or a pick up truck. We needed a full size car that would fit 4 people in it. How can a company allow a reservation for a car they do not have? We ended up cancelling and going over to Budget Rent-​A-​Car where they were very helpful and got us in the size of car we needed and that they ACTUALLY had available. Very disappointed with a company that is typically very good.