Enterprise Rent-A-Car — Attraction in Boston

This branch refuses to do their jobs yet again. This is the 3rd time enterprise has sent me to the airport (because it’s the only location open, I would never willingly choose the airport because of the constant issues with the staff not doing their jobs like now) for a minor thing and the airport refused to do their jobs. My rental car was mistakenly towed by enterprise on 4/1/2025 at 6:30 pm although I have a valid rental agreement untill 4/4/25. I called the costumer service line and let them know what happened, after checking my stuff the costumer service assured me I’d be able to go into the only open enterprise and get a new rental to continue my contract. I’ve had experiences in the past with the airport, I know the staff there tries to do as little work as possible, so I try my best to avoid them. Today was unavoidable. Knowing how bad they are, I asked the costumer service agent to do everything in their power to ensure my car would b ready by 930pm 4/1/2025. He ensured me he left notes, he ensured me there is no reason for them to not continue my contract. I asked the costumer service rep to call the desk n confirm, again, because of pasts situations where the same thing has happened. Of course, the costumer service agent wasn’t able to reach anyone at the desk by phone after trying several times. Even still, the costumer service agent ensured me again I’d have no issues, as my contract was valid, my car was towed by their own mistake as he admitted, and the airport had plenty of stock available. I arrived at 9:39 pm on 4/1/2025. I was greeted at the counter by a wonderful worker named Dia, who immediately started helping me n ensured me she’d have the rental in a second. Everything was going great until a gentleman but the name of Daim inserted himself into the situation. Daim asked dia is he could help, then immediately tried to start the obfuscation so he wouldn’t have to do his job. He began by asking me questions he could easily see on my account, such as if I owed any money. He can clearly see theirs no money owed, deposit good, and contract valid till 4/4/2025. He then tried another excuse, and “made a call” to his “manager”. He walked away for about 30 seconds n came back n said that because my contract was with the south Boston branch, he was powerless to help. I knew this to be lie from the hour I spent on the phone with costumer service getting to the bottom of this. Costumer service specifically told me the airport was going to take care of this, and since this was a mistake on their part, the airport branch should have been doing everything they could to make the contract right. I even went as far, because of past experiences with the airport branch refusing to do their jobs, to ask the costumer service agent to make a note on the agreement about this new car on 4/1/25. I asked Daim to read it to me, so he saw the notes n was aware. He ignored it anyways. Daim ignored the notes, Daim ignored my valid agreement, and lied and said he was powerless to replace the rental n only the original manager could. Again, I knew this to be lie from the costumer service phone call I had earlier. Again, not surprised, this is the 3rd time in 6 years this specific branch has refused to honor an agreement / contract enterprise. One time it was swapping a rental that was the wrong size but the only size available, I was told bring it to the airport they’ll replace it I’ll let them know for you now, show up to the airport get the run around n no one honors the contract. Again, I have the valid contract untill 4/4/25, I have the notes from costumer service, and spent $25 each way to Lyft to n from the airport just for Daim to stop his coworker from making it right, and unilaterally deciding he wasn’t going to honor enterprises contract. He also claimed to be the manger when I asked him to call his manager back n let me speak to him, his exact words were “that manager left at 11 today” it was 10pm. Avoid if possible, especially avoid Daim he will try everything in his power to not...

Zero stars if was possible. I will start by stating that my wife and myself have both been branch managers at Enterprise several years ago. I am familiar with what level of customer service that Enterprise used to require. Apparently that standard no longer exists. I rented a Dodge Durango from Boston Logan airport for a 3 day rental. I stopped in Weymouth Mass. to fill up for gas before we returned to the Airport. After filling up, the car would not shift into gear and there was a light on the dash that said service shifter and service transmission. The mechanic at the gas station took a look at the vehicle and determined that the mechanical problem could not be resolved quickly and we had to push the vehicle into a parking space. We called roadside assistance and they hung up on us three different times. I called the local Enterprise office in Weymouth and Logan Airport to see if they could switch me into another car. I was informed that I had to call roadside first and wait for a tow truck. We called roadside again and we were told that the tow truck was going to arrive in 74 minutes. At this point we had already been dealing with this for an hour. I asked roadside and the rental office how I was going to get another vehicle that would fit 4 adults with each person having luggage and a carry on bag. I was told that when the tow truck arrived, I could empty all the luggage out of the disabled car and have my family wait with the luggage in the parking lot of the gas station while someone gave me a ride for a new car, that may or may not fit our bags. I explained this was unacceptable . I was not going to leave my family standing in the middle of gas station parking lot, with luggage, in 85 degree temperatures. There was absolutely no reason that a customer should wait for the tow truck for any period of time. Enterprise always used to send an employee to the customer with a replacement car and then the Enterprise office would take care of their vehicle without inconveniencing the customer. We ended up leaving the car at the gas station and called an Uber Black to get us to Boston. Enterprise call center contacted me 2 days later after I requested that a manager contact me. I explained that I should not pay for the rental at all. They offered me only 2 days free because ( in the words of the Enterprise call center, " I got to enjoy the rental for almost 3 days" ). I explained that I understood that no-one could anticipate a breakdown. That is not the reason I was upset. I didn't think we should be charged for the rental because of the treatment we encountered after the car broke down. I disagreed that the 2 days was fair and explained that I will not be using Enterprise for personal or for our businesses. They did call back later and decided to take care of the third day and I would only be responsible for the taxes and fees. You can decide for yourself if this is the type of situation that you want to expose yourself to in the event that your Enterprise rental breaks down. I for one am done with Enterprise, Alamo, and National car rental since these companies are all owned...

After being a long-time Hertz customer, I thought I finally found my new car rental company with Enterprise. The customer service of the first couple of rentals was amazing, even though I had some issues with the actual vehicles rented. However, the last rental I had just left me so upset with the fact that a couple of key processes Enterprise does NOT have in place, that I've decided to keep searching for my new car rental company. I rented a car in Boston where my 90-year old dad is living. I needed a car that would allow him to successfully get in and out of as we had a number of doctor appointments so a staff member recommended a vehicle that was at a height between a standard sedan and a standard SUV. I started to drive away and felt the car was way to light. I didn't feel safe (can't believe they even rent a car this flimsy), so before leaving the secure area, I drove it back to the office area and pulled up to a curb (not a parking space). Another staff member quickly got me into another car and I transferred my belongings to the new car and drove to my dad's. Once there, I realized I left my winter coat in the backseat of the first car I had been in. Completely my fault!! I was in a hurry to get to my father and didn't do a full check. However, had Enterprise had two protocols in place, my coat never would have left the Boston airport with another renter. First, when someone re-parked the car after I decided I wouldn't take it, just do a quick check to make sure nothing was left. I know they know the car is still clean. However, in this case, they knew a customer was in the vehicle so do a quick check to make sure nothing was left behind. Second, the 800 number they give on the cards they hand out to customers is for roadside assistance. The individual who got me when I called seconds after reaching my dad's home (20 minutes from Logan Airport), provided me with an 800 number for the Enterprise team servicing Logan. I called this number and got a message that no one was available to take my call and that I should leave a message. I left the first of maybe a dozen messages. Regardless of the time of day, this 800 number is not manned. No one ever picks it up and no one ever returns a call. This is the single most critical process improvement Enterprise can make to ensure what happened to me doesn't happen to anyone else. The team at Logan told me there is no line that goes to them even though the line is "answered" with, "you've reached Enterprise servicing Logan International Airport." Highly deceptive, I might add, because no one ever returns a call placed to this line. Had someone answered it--even if they were no where near Boston--but could reach the office in Boston, someone could have found my coat that night and called me to pick it up the next day. I'm disappointed in myself, first and foremost, but I'm also disappointed that Enterprise has a service facade and not the deep commitment to customer service they claim to offer. If they did, someone would have answered my call that...