Enterprise Rent-A-Car

I unfortunately rented a car from enterprise and had an air leak in the tire, I originally spoke with Ryan from the enterprise location on E Main Street in St. Charles was promised a phone call back with a swap out vehicle and was never called or followed up with (concerning as driving on a tire with an air leak is unsafe). Today I spoke to Theresa at this location (Lincoln Highway in St. Charles) it was everything a rental car service should be!!! Quick efficient and professional! I would return my business to this specific location ANY DAY and EVERY TIME!!! to Theresa for turning my frown/​frustration upside down and ensuring customer safety!

I love enterprise. I use them exclusively, but this location was a major disappointment. I know I am used to airport locations, and off airport locations operate slightly different, but this was completely unacceptable.
First, they didn’t have a car ready when we arrived and told me to come back at closing time to get the car. At closing time? They corrected that after some prompting to an hour prior to closing.
Will you have a car then?
If someone returns theirs.
So there’s a possibility I won’t get a car today?
Well, we’d call another store.
Ok, but the closest ones will be closing at the same time and won’t be open for me to get a car.
Well someone would wait for you to drive over to another location.
Do you understand how inconvenient that is for me and that I picked this location purposely for my convenience?
I understand, but we don’t have any cars at this time and you would have to drive to the other location to get one if that is what was necessary.
Need less to say, it was quite frustrating. In the end, they did have a car, but there was only one to choose from in the size class I rented, and that one smelled like smoke and had not been cleaned from the previous renter. They said the woman didn’t actually smoke in the car, but that it was just «on her clothes» and they had no intention of cleaning the car before I took it. For the long drive ahead of me, I couldn’t accept that car.
Was there a free upgrade? No. Was there any offer to refund a portion of our rental for the horrible smell? No.
I wound up upgrading two size classes, at my own expense, for another car that did NOT smell like smoke (and by the way had been there THE ENTIRE DAY) only to then find that it only had an 7/​8ths of a tank of gas, and they were not prepared to do anything about it! They just said return it 7/​8ths full! Seriously? Because I have a gauge on the gas pump that tells me when this is. It took some discussion to get this rectified.
Just terrible! I will never use this location again. As a loyal Enterprise customer, I am embarrassed for this location.

The St. Charles Illinois Office is the worst! Got there early, didn’t have the van they promised, blamed it on a guy who was «on vacation». Wouldn’t give us an upgrade and all around incompetent. You’ll be sorry.

I did not enjoy my experience with this place and will not recommend it to others. A drunk driver hit both our cars while they were parked they ended up in the shop and we ended up here at enterprise. We were told we would only be charged $ 1 and some change in taxes a day and would be refunded whatever was left of our $ 50 deposit afterwards when we brought the car back. The first car had little damage and we recieved the refund promptly. Our second car suffered quite a bit of damage and was in the shop 38 days. After 30 the garage was supposed to pick up the rental fees but when enterprise called the shop they told the people that we upgraded our rental (which we did not we had the same car the whole time a Nissan maxima) and the shop would not pay. Then to make matters worse not only did they lie but they charged us $ 95 for a rental that should have only costed around 30 – 40 maybe 50 but that’s pushing it. When I called they told me there were several «other» taxes that made our price go up. I would urge anyone else to make sure you know what «other» taxes are before you go to this place.

Why would anyone Unilocal a car rental… Isn’t it for food? I guess it’s because I don’t know how to tell the masses that if you need a rental to see these guys. Many locations exist, but this location stands out. James is the Branch Manager and a FIRST RATE PRO. As consumers, the person we work with is «The Business». After about six rentals and my last vehicle return (two days ago), it hit me, every agent, if that’s what their title is, looks, acts, and portrays service as if they were a Manager.
I don’t know the hierarchy of Enterprise but when telling a colleague (also an occasional renter) about how much I enjoy my Enterprise Branch, he shared that Enterprise is the largest employer of recent College Graduates. I have not fact checked this but based on their age can believe it. I may follow with confirmation and hopefully a strong attaboy to Enterprise for paying wage, training and embracing young folks (men at this branch that I met). A future is a challenge to jump start and if Enterprise trains all their people or has such a good eye to hire employees, then I am thrilled to respond in kind with my return business.
I rent 6 – 8 times a year.
CONFIRMERD… I LOVE THIS ASPECT OF THE STORY BEYOND MY BRANCH.

Had some car trouble before a long car trip, and called the friendly folks at Enterprise to enquire about rates for a possible rental. They were very nice and accommodating, and suggested putting a reservation on a hold, for a day to see what happened with the car. It turned out we didn’t need the rental, but it was reassuring to know there was an alternative, and that there are professional people out there, that want to help, and have a good attitude about their jobs.

I suppose this really comes down to who is more mentally challenged.
I returned my rental car here (Kia Forte, hollaaaaa) on 12÷22÷11. At the time of returning the car, I had no idea where my driver’s license was (this is not an isolated incident). Days pass, and finally I give up all hope of finding my beloved DL and start planning my return to the SOS office for a new one #fateworsethandeath
In a last ditch effort (which probably should have been done sooner), I called Enterprise Rent-​A-​Car to see if by some miracle they had found it in the car on 1÷6÷12.
LO AND BEHOLD– my license was there!
I was so excited, I giddily asked them to set it aside so I could pick it up.
Now, my only complaint about all this is that I personally had rented the car, at which time they copied my DL and took my home phone number and address (which is obv on the license) soooo why wouldn’t they have called me, or at least mailed the license to my address on file? I’ve worked in several retail stores/​banks so if an ID was ever left behind, we always tried to contact the owner and mailed it to them should we not be able to get in contact with them. It’s not like I lost a bracelet.
Anyway, I just think if you’re going to charge people an arm and a leg ($ 47/​day) for a service, then maybe. just maybe you should go the extra step and contact them with an item of theirs is recovered in a vehicle that they had rented.
The service was polite and fast enough, but really…