Enterprise Rent-A-Car — Attraction in Los Angeles

I had a frustrating experience when dropping off my car at Caliber Collision for repairs after someone hit it. The process was supposed to be straightforward through my insurance, but there was a slight disconnect between the insurance company and the representatives at Caliber. While I was on the phone with my claims adjuster trying to sort things out, Caliber called Enterprise—whom they are partnered with—to send a representative to pick me up and take me to their rental location.

The Enterprise representative, Tenesia Mathews, arrived and said she was there to pick me up. Since I was still on the phone trying to resolve the issue with my claims adjuster, I said, “One moment, please.” To my surprise, she responded with an impatient, “Oh, I can’t wait.” I was caught off guard by her tone but continued my conversation with my adjuster. My adjuster advised me that if Caliber hadn’t sent over the estimate for my car yet, there was no reason to get into a rental.

Feeling rushed by Tenesia’s impatience, I got up. She did ask if I needed help with my bags, but at that point, I was already irritated by her nasty attitude. She opened the car door for me, and I thanked her. Once inside, she asked me to buckle my seat belt. I told her to hold on for a second because my adjuster was telling me to go back and speak with the Caliber representative. That’s when she abruptly said, “So, you don’t need a rental?” I replied that I wasn’t sure and needed to figure things out.

I got out of the car and headed back inside Caliber to clarify things. After a confusing back-and-forth, Caliber finally sent the estimate to my adjuster, who then set up a rental reservation at a different Enterprise location on Figueroa. That Enterprise called me and informed me that since they weren’t in-network with Caliber, they couldn’t pick me up—but they could drop me off when I returned the rental. I honestly didn’t mind taking an Uber there because I had no desire to deal with the rude Enterprise representative again.

Moments later, the Caliber representative informed me that Enterprise was already on their way. I mentioned that my adjuster had sent the reservation to the other Enterprise and that I planned to Uber there instead. She reassured me that they could transfer the reservation to the in-network location. At that point, I expressed my frustration and told her that the Enterprise representative who picked me up earlier had been rude. She assured me that I would be accommodated.

Just as she said that, Tenesia walks in and over to the front desk and, with an irritated voice, asked, “It’s the same lady?” while looking directly at me. The Caliber representative and I exchanged awkward smiles, clearly on the same page about how uncomfortable the situation was. I walked out with Tenesia, hoping that once I got to Enterprise, someone else would take over.

Unfortunately, when we arrived, another employee checked me in—only to hand the keys right back to Tenesia. From start to finish, my experience with Enterprise was nothing...

This was by far some of the most frustrating and disappointing customer service experiences I’ve ever had. If I could give 0 stars I would.

First, when we called to book a rental we were quoted the wrong, lower, rate. After receiving another call to confirm the booking from a different representative in the same office, we had to explicitly ask for the total rental amount which was when we discovered that the rate was actually much higher. When we asked why the rate changed without our knowledge, the explanation we were given was the other representative was looking at the wrong rate table. We should have heeded this as our first red flag but we decided to go with the higher rate as the location was more convenient and within walking distance from the location we were staying at.

Second, our rental pick up time was at 6pm which turned out to be the CLOSING time of the office. When we arrived a little after 6pm, we could see that the entire office was full with at least 4 people including the manager (I counted). Side note: We also attempted to call the office at 6:00pm to let them know we were running a bit late and no one picked up.

The representative who came out to talk to us told us said they were already closed and can’t take anymore reservations despite the fact that our appointment was scheduled for 6pm because they had already “shut down” their systems. We then spoke to the manager who give us a list of bad contradictory excuses as to why they can’t allow us to pick up the car which included things like, the system is running a software for an inventory reconciliation which takes 12 hours because it was enterprise wide but we could still go pick up a car at the another enterprise office at the airport, everyone had already clocked out, and very heroically saying they’ve once accepted someone when they arrived at 6:01pm. ONE MINUTE after the reservation time. The manager also had the audacity to ask me if I’d ever worked over time because of a customer complaint to prove his point that he was not going to. Is the reason why because you don’t want to pay your employees overtime for better customer service? And if you don’t want to work late, why in the world would you allow a car to be picked up at the same time the office shuts down. None of these things were communicated to us at the time of booking and they booked us with a wrong, higher, without telling us.

I see a lot of good reviews but I am extremely disappointed to say I am not one of them and am appalled at the poor management I saw displayed. I sincerely hope that the reason why I was of the few that received poor customer service despite the many good reviews was not because of any racial or gender...

I live in the city of Burbank California, and I have always had excellent service from Enterprise Car Rental. Therefore it's only natural that I would expect the same from other Enterprise rental agencies. So I made my reservation online and book the weekend special, got an excellent rate, and would be able to select whatever was available in the midsize economy rental. The young lady who made my reservation was very polite very professional very courteous she kept repeating is there anything else I can do for you today?And I thought that she had done quite wonderfully.... I could not thank her enough, and then we ended the phone conversation. I actually came away from that phone call feeling confident that the matter had been settled down to the very last detail. Needless to say the area where I was visiting, Boyle Heights, was unfamiliar territory, I felt like a complete stranger, and became very uncomfortable about traveling on my own. So this was the time when picking me up and making sure that I got into a rental was most important. And I honestly feel bad making reference to these people in the same sentence with Enterprise rental agency. Because they were not the Enterprise I have grown used to when I had transportation needs. I was given the location and the phone number and I was to be picked up at 2: 30 pm. Instead what happened is when I phone the branch location to inquire about my pick up, I was sadly informed that the particular area, Boyle Heights where I was visiting just happened to be two miles out of their pick up range and unfortunately I would have to use Uber to pick me up and that they would reimburse me for the fair,--up to I believe $14.00 Well, unfortunately again there were no Ubers available I wind up taking a taxi Yellow Cab. Once I arrive at the location it was 3:30, one hour after the time I had reserved a vehicle. Only to be placed at the end of the line. Then I was further told that because I live in the Burbank area I wouldn't be able to rent a car from that location because of my address and because I was carrying my debit card which they refused to take. I ended up spending the night in their parking lot and taking a taxi out the next morning. That was my worst Enterprise rental experience. And in closing I just want to point out that part of Enterprise rentals trademark even in their commercial "they say," "We pick you up..." And that is the main reason and incentive that sets them apart from all the other agencies. Believe it or not that's what makes all the difference. Now someone needs to let...