The complaint has been investigated and
resolved to the customer's satisfaction
Enterprise Car Rentalfrustrating, slow and misleading

My husband and I scheduled for a weekly rental more than 48 hours ahead of time. We were instructed to call for a pickup an hour before our scheduled rental pickup. When I called I was told that our standard sized vehicle was not ready and was in the shop for adjustments and an oil change. They said they would call when the reserved car was ready. They didn't. We called three times to check on progress to be certain that we were not forgotten. We waited for three hours altogether until we were picked up. When we arrived, several people were in line and pandamonium was in progress with a yelling irate couple that had rented a defective custom van. After all of this, we were turned down because our debit card was not sufficient. I believe that this should have been made clear before all the drama, especially since not everyone rents a car all the time. Outside of the driver that picked us up, the office staff lacked professionalism and were quite blunt on the scene. With all the commotion around us, it was hard to understand what the problem was. Knowing the rules in advance would have been very helpful. Obviously, having a tidy sum in the bank was irrelevant. They said so. They didn't care about money, just covering their own butt. It was evident that they were more interested in being able to hold something over the heads of their customers in the event of an accident rather than a modicum of customer service. We decided to leave the maelstrom in progress. I have never seen so much going on between customer and staff. We won't be going back for any reason.


The complaint has been investigated and resolved to the customer's satisfaction.

  • Enterprise Rent-A-Car's response · Apr 14, 2011

    We apologize for any frustration with this issue. As customer service is a value that we want to uphold. We would like to have the opportunity to address these concerns with you directly. Please email care[at] with your full name, rental location and the 6-digit rental agreement number.

    Enterprise Rent-A-Car

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