Enterprise Rent-A-Car — Attraction in Burbank

The most HORRIBLE car rental place I HAVE EVER BEEN TO! Baby don’t even get me started. I rented a vehicle in May, specifically 05/08/23. The guy checked the car, and like the young adult I am, I didn’t take pictures, you know with trusting humans and all not to scam you. It’s the night before I bring the car back and I notice a scratch at the very bottom of the car. I’m like I didn’t do that but I’ll let them know. MY FIRST MISTAKE. I let the guy know hey I don’t remember doing this but I’m going to let you know, he didn’t even notice the scratch when he looked at the car again either but look at me being a good person. He asked me did I go anywhere and I said the beach, and he’s like okay it might’ve happened there and like the unintelligent person I am to trust humans, I signed the form, Without seeing what he wrote. He and another employee told me, you don’t have to pay for it it’s covered through insurance and I thoroughly asked him twice “so I don’t have to pay for the scratch”, and they both reassured me that I don’t. Months later in September, I get a letter telling me they’re sending a 780 sum amount I owe to collections for not responding. First off this is the first letter I got, and this happened in may. Second the scratch was five inches and I didn’t say I did it so why do I owe anything. I call the collections agency and they tell me that the guy put down that I said I did the scratch at the beach, WHAT THE FUDGE, I never admitted to that! Also their like we sent your first letter out on 05/21/23 and I tell them that’s another lie, because I have a PO Box with staples and they have a list where I can check all the mail I received and y’all didn’t send me anything, nor do I have any email or calls from you until you sent me a letter in September. She tells me the deadline has past to dispute which is unbelievable because I was just getting the letter and mind you, when you mail something you don’t get it the exact same day. I went to enterprise and complained about everything and I saw a guy that looks exactly like the one that lied on my contract, and I asked him was it him and he lied and said no when I know darn well it was. Fast forward to today 10/27/23 I pick up mail and received that enterprise had charged me the 780 sum not only for a scratch, but for a dent I darn well didn’t do and saw already on the car and I specifically told the guy when I got the car “y’all ain’t gon charge me for that haha”and he laughed and said no that was already there and it’s something small” baby if I have enough to sue them I Am because I have the names STEVEN HUBBEL(the guy) through the story, and branch manager is Cindy Guardado..but right now the most I can do is an arbitration. I’m not even petty where I want any money for me, but just enough to pay off something I know I didn’t do! In the first photo: the scratch was not that long, we literally measured it out to be five-six inches, so I don’t know why they are trying to get every inch they can for extra money but it’s ridiculous. 2nd photo is the dent, crazy I didn’t even do either. And let me show you the...

I need more than 5 stars to rate the energetic, competent, friendly staff at the Victory Blvd. Enterprise location. Set up there by my insurance company 2 weeks ago for a covered rental after an accident, I was incredibly impressed by the young women and men who were patient, kind, and helpful to the many customers in line and in the waiting area ahead of me.

When it was my turn, shortly before they were closing for the day, I got the same attention and care -- they hadn't run out of steam. Still shaken up from the accident, it was calming to interact with manager Victoria and assistant manager Nina who, despite the nonstop activity and ringing phones, didn't lose their smiles and professionalism and made my rental setup hassle-free. Though they only had an SUV left, when I expressed concern about its size and said I'd prefer a smaller car, Nina said I could reach out the next day if I wasn't feeling comfortable in it and they'd see what they could swap me into.

I knew after a few local drives that I had to get into a smaller car to not feel like I was going to have another accident. I called and got Nina -- there was nothing for me. She encouraged me to call again the next day -- no go. I ended up calling 2-3 times a day for a week, happy to wait on hold, in the hopes that a smaller car had been returned.

My many calls were handled -- politely, patiently -- by Jeremy, Brenda and Bryan (and also Victoria and Nina), who were all clearly busy but never lost their customer service chops. There was finally a tiny Mitsubishi available and they kindly held it for me for 30 minutes -- I made it! Jeremy got me set up and I drove away finally feeling safe and in complete control as I drove. A week later, I was able to return the car, and I was helped by Nina -- full circle -- who was still smiling.

Aside from feeling extremely well cared for during a very stressful time, I was blown away by the team's cohesiveness -- they worked like a well-oiled machine, knew their business well, and seemed to enjoy each other's company and have each other's backs. I highly recommend the Victory Blvd. Enterprise if you have a little time to wait (they're clearly understaffed) -- it's a very humane...

In the end Enterprise came through and did the right thing. I reserved my car a 3x series bmw or comparable for my trip months in advance. When I got to Enterprise the agent handed me keys to a maserati! I was traveling with 4 adult and luggage - this clearly was not going to work! They then sent me to the Glendale Enterprise on Brand Blvd, where they said a proper suv was available and to speak to Cat. When I got to the Glendale location, Cat stated that the car was already gone, that the Enterprise that I had just come from didn't confirm they want her to hold the car for anyone. I'm not 2 hours into this experience and not at my office. Cat did some foot work and then came through with an upgrade to a Lexus QX80. A large suv but very doable and I was grateful. On the 5th after driving through Death Valley at 119 degrees the AC went out entirely on this 2020 QX80. Here I am on July 4th weekend, on a Saturday traveling in the middle of nowhere with no ac and no repair garage open to help me, nor a close by Enterprise. I got to St. George very late on July 3rd, found a hotel and immediately called the 800 Enterprise number where an agent stated that the St. George Airport was open on Sunday July 4th and that I could go there to pick up a vehicle....THANK GOD! Sunday morning I drove to the ST. George Airport and met with a very nice agent there who wanted to give to me a pick up truck! I flat out said NO. He as well, like Cat, did some fancy footwork and gave to me a cadilac escalade and through in the gas to help ease my nightmare and the hours I had spent at all three enterprises to simply get a vehicle that I reserved months in advance. I've been an enterprise member for years and I do rent at least once a year or more. However, my enterprise number could also not be found by any agent and their ability to assist me with that could not be found. I understand that Enterprise is a franchise and each location is operated by a different operator, but policies and procedures should mirror the companies mission. Thank you for the opportunity to share my...