Enterprise Rent-A-Car

Enterprise has been my go to for rental cars for many years now even before joining the plus program. Any chance I get I make sure I use enterprise even though the prices are usually higher than other rental car companies I enjoy the customer service I normally receive and that is what keeps me coming back. Except for the customer service that my husband and I received at the Rinehart rd. location in Sanford it was Horrible! This is the first time that we ever used this location we normally use the location at the Sanford airport or the one at 4197 US17−92 in Sanford. But we decided to use this one this time because it is closer to our home. BIG mistake on our part. We get there and there are couple of people ahead of us no biggie it’s a Monday. The other customer service agents are busy so the «manager» helped us. Apparently he didn’t have his coffee before helping us because from the start he was rude I gave him my name and reservation number. He pulled it up and then stated that I needed a copy of a power bill or cable bill. All the years I have rented cars I have never been asked to provide a power bill. I don’t know about you but I just don’t carry around power or cable bills we do everything online. We told him that we could pull it up on our phone and he was fine with that but he gave off an attitude like we were wasting his time. I also stated that I was enterprise loyalty program member and he said that was worthless and doesn’t help with anything. My husband was able to pull one up fairly quickly due to the app on his phone and «Manager» helping us was ok with that and then requested for it to be email to him. So we did that and in the meantime the «Manager» took a personal phone call on his cell phone while standing at the counter in front of us. While talking on his phone he walks away and doesn’t say anything to anyone else. So we are standing there the whole time for probably about 10 –15 mins before he comes back and ask if we are good to go? We told him we were waiting on him to come back and then he looks at the female customer service agent and says I thought you would help them. She replied «you never asked me to help them». Mind you she was still helping her 2 customers that she had when he walked outside to talk on the phone. So he started helping us again and stated that he had an Altima and didn’t give us any other options like the other agents were giving their customers and like I normally get when renting from other locations (which I love) and we walked outside and waited for it to come around the building. Once it came around and I saw the size of it I asked if there was anything else that was a little bit roomier because we were driving it to North Carolina for a week in the cabin for my husband and I first vacation together since we weren’t able to have a honeymoon. And altima just didn’t seem that it would be comfy and big enough for that long ride. By this time «manager» had passed us off to the Female C/​S agent she was very helpful. She stated that they had a couple different cars I choose from and I picked the charger it wasn’t cleaned or ready but we didn’t mind waiting on it to get cleaned because we knew we would be comfier in that and it had a bigger trunk to fit our suitcases. We are standing outside and I pretty sure when she went back in and told him that we were changing to the charger he wasn’t happy because he pulled her to the back to talk to her. About 20 mins later the car was ready and we could do the walk around she handed me the key and we were finally on our way. We spent over an hour and half trying to get a rental car. What an awful way to start our romantic vacation getaway. I was so upset with the way we were treated that I wanted to cancel the rental car all together and go to a different company. The only reason why we didn’t was because we had to stay on schedule and by that time we were already late. We will never work with location ever again.

This location is so unbelievably slow. I understand making a customer connection, but good lord.
The girl that helped me was efficient, albeit distracted.
It took like 45 minutes to get a car.
Everyone seemed confused about what they were supposed to be doing.
It was not a good experience. I would hope that they would have people more focused on getting customers in and out in a friendly way while being respectful of people’s time.

DON’T Rent from this location. They are crooks!!! They took money out of my account the day we rented the car for taxes and a deposit. When we returned the car more money was deducted out of my account for taxes and they claimed they gave me back the deposit money, but it shows on my bank statement that it was another deduction! So they double dipped into my account without authorization. When I called «customer service» all I got was a voice mail. We left 3 messages with no return calls. I called again this morning, the voice mailbox was full. I finally got around the crappy system to speak to a real person who insisted they gave me back my deposit and only charged once for taxes. When I told her I had proof otherwise, she transferred me without warning to an automated survey system that only had an option to record a voice mail. I’m thinking about going to the bank and canceling my card so they can’t take more money out of my account. Unless you want to be robbed, I would STAY AWAY from this rental company!

My GPS sent me to this location instead of the airport location but the staff went above and beyond to help me. Not only did they take the rental back at no charge but they drove me to my hotel.
Great service.

I find this location helpful because the drivers will pick up you at either the Sanford or Lake Mary SunRail station.
If you decide to do this, please know there may be confusion on where to pick you up as the Amtrack and other rails are nearby. Once all this was sorted out it was cool.
As with the other Enterprise centers, there is a $ 200 hold on your card that is reimbursed upon returning the vehicle.

Ok, you might think renting a car is a simple enough process, but there are many areas that can make a huge difference in the overall experience.
For this location, they started off a little slow, when my pick up was running late. It was partly my fault for asking for a pick up when I was pretty close to the location anyway. It was going to be hard to make it worth my while to wait for the pick up, unless one was leaving at that very moment. Any delay would have compounded the incorrect decision to wait, rather than find a ride to them. At any rate, it was a 2-​star start.
However, it was all up-​hill from there! Once there, it was smooth sailing in the checkout process and very friendly, attentive customer service. They got me out on the road quickly and with good directions to get on the Interstate the easiest way possible.
Upon my return, it was my turn to be late. Traffic coming back into Orlando from the south was really backed up. I missed my return time by a wide margin. I thought I was going to get a hard time (read: hit with extra charges). Instead, they were cool about the difference in time. Perhaps they didn’t need the car at that time, or maybe they made a note to redeem themselves, if possible, upon my return. I don’t know. I do know the person that attended to me when I returned was just as customer friendly as the person that checked me out. They must have a very good staff here.
I’ll definitely rent from this location again.