Enterprise Rent-A-Car — Attraction in Poquoson

My experience at this location has been unsatisfactory to say the least. I had reserved many rental cars with Enterprise before and this service is not becoming of the Enterprise Rent-A-Car company’s household name.

The vehicle I received on Monday, 22 January 2018 reeked of cigarette odor and when I brought this to the attention of Jack, my service rep., he pretended as if I was delusional. He stated that he did not smell anything and did not see any cigarette ashes or debris left behind as indicator that the last customer smoked. However after he exited the driver seat, from checking the gas and mileage I noticed the cigarette burn on the seat of the white hyuandai accent, license plate: EEE8344.

Not only was there cigarette odor the car was full of filth. I took pictures of what I was rented and was told there were no other rentals available at the time. I waited approximately 20 minutes before given that car as I was told it was taken to be cleaned but it appeared not to be touched at all, the mirrors and back window were wet but still very blurry. I explained to Jack prior to him given me that vehicle about my past experience in November from that exact location, being given a dirty, odor filled vehicle. After my last rental there I cancelled the two superseding cars I had reserved but wanted to give them another try because I know this isn’t becoming of Enterprise but apparently it is for this location.

I highly suggest Enterprise hold their customers to a higher standard as well as their brand. If someone brings back a disgusting car, charge them. Also take the time to detail or at least clean the vehicles after they are returned and not just swapping keys as one customers walks away. As a consumer we are paying for goods and definitely should be given a better product than the last few I have received. Enterprise, 618 J Clyde Morris Blvd has...

Enterprise talk a lot of game, but don't care about their customers. I live in Florida, and took my vacation and went to Virginia on July 19th. I get a discount through my job, where I found a few locations in Newport News. I read the reviews for the Enterprise and wasn't sure which location to go with. My experience was horrible!!! The 2 Ladies there gave us attitude as soon as we got there. I had to put money on my credit card, because they did not take debit. The one helping me said I had until 1:00 PM for the rental, even though I stayed and called my credit card company right there in the office. My brother in law tried calling around to see if he could rent a car instead, and happened to call the same location I was. The other young Lady was rude, and she scuffed and rolled her eyes after he hung up. My sister called and and ask if he just called, and he said yes. Once I got the funds on the card, and went to the counter, the Lady that was not the one helping me said I was trying to rent a car for "my brother'. I said no the car is for me, I'm on vacation. She claimed it was a red flag when he called. Assuming we were together. I asked if there was a problem, and they both said it seems suspicious. I asked for my card and ID and left. I called my job and ask for this location to be removed from our site. I also called Enterprise corporate office, and was told someone would get back to me. No one has reached out to me, and I'm back home. I was not able to get a rental for my vacation, so I had to depend on my sister. I will also be making a complaint with the Better Business Bureau after this. Customer Service is foreign to these 2 workers at this location. I can see why, since no one bothered to call me. I will never do business with...

I recently rented a vehicle from Enterprise while my car was being repaired at Caliber Collision. Unfortunately, the repairs took longer than expected due to issues with the quality of work, which caused my rental to go over by one day. I had no problem covering the additional charges and agreed to do so when I spoke with an Enterprise representative.

However, the tone and frequency of calls I received from Enterprise afterward were unnecessarily aggressive. I was placed on hold when the representative noticed Geico had just approved another rental day, but during that hold, I was pulled into another call. I received a voicemail, which I acknowledged, yet received multiple missed calls afterward—including one from a blocked number. When I finally answered, I explained I had seen the calls and didn’t appreciate the pressure, especially given that I had agreed to resolve the bill and the car was not yet overdue.

When I returned the vehicle and asked to speak with a manager about the interaction, I was met with a dismissive response from someone who identified himself as the assistant manager. He told me, “I don’t need you to tell me how to talk to customers.” That response, and the overall approach, felt unprofessional and left a poor impression.

I’ve rented from Enterprise in the past without issues, but this experience was disappointing. A little courtesy and communication would have...