Enterprise Rent-A-Car — Attraction in New York

Until this last trip I would have rated Enterprise 5 stars as I have always had great experiences. But this last rental experience was a 1 until I got my car finally after three locations! I have rented multiple times on trips to New York reserving online and reserve text to finish payment, then pick up my car. This time I reserved a car near my daughter's apartment. When I showed up there was no one in sight, the phone was ringing off the wall, and there were two customers, one of which said he had been there since it opened a half hour earlier. About 15 minutes later a man came out and said that he was the only employee and was having to check in cars, clean them, and man the front desk. He was very nice, but seemed frazzled. He finished checking the first man which took about 10 minutes. After 10 minutes with the next guy, in which it turned out needed a passport to rent, he advised us both that he had no cars and would have his colleague drive us to a different location. But I had to wait on the person in front of me to go back to his hotel and get his passport. The guy at the desk said he would need to call and verify my address on the credit card. I am a loyal enterprise customer and my address and card have been on file and I have never had this on previous visits. But I was waiting on the person to return with his passport. We were finally taken to another location (unsure of which). The guy there pulled up my account, apologized, asked me if they had verified my address (but then took my word that they had). He said he would upgrade me for my difficulties. But then told me I would have to put down a $300 deposit. When I reserved the car it said nothing about a deposit online and had a specific amount I would owe. I said I needed a minute to transfer that money and he said okay just come back up and I could get that car. He proceeded to help a long line of customers which I understood so I had to wait. When I got his attention he went outside and said that my car was gone and he had another but as I was going to inspect it someone drove off in it. So he didn't have anything large enough to move my daughter to her summer job. So he said I could go elsewhere. I knew the airport would have cars so I ubered at my expense to get a car there. The guy at the counter said he couldn't honor my reservation or rent me a car at the desk and I would have to make a reservation online. What the heck? It wasn't my fault the other locations didn't have cars. I couldn't cancel online so I had to call. They said they could change my reservation but only had a minivan, but might be able to give me something else onsite. So I reserved and went up to the desk and he said oh you have to do a $400 deposit (which I had never had before there). So I needed to transfer more money. I am glad I did because I heard him tell the person ahead a rate with no deposit. Also, I noticed the rental was a ridiculously high amount. So I went online and reserved another car and it was much cheaper. But now I had two reservations. I said something to the guy at the counter about the deposit and he said no deposit if I had a flight reservation which I did. I asked to upgrade and they gave me that but charged me. I would think if nothing else my upgrade should have been free given all my difficulties. But then the guy that was going to put me in the car gave me the higher rate with the deposit. After a heart attack we realized he was on the other reservation. So I finally got checked out and on the road. In addition to the 3.5 hours it took to rent a car it took an hour to get back to the apartment. I did have to call to get the other reservation cancelled in the system. But it made my daughter late to report to her new job. Overall the most frustrating experience I have ever had renting a car. I may have to rethink Enterprise...

Do Not and I repeat Do Not rent from this location. Customer service is non-existent and will string you along for months. In our case almost 6 months. I was issued a case number and the last communication on this matter was in August. We've been using Enterprise for all of our rental needs but that will definitely change after this horrible experience.

We rented a Chrysler Pacifica Hybrid at the LaGuardia location on June 12 and on June 13 the rental shut off on the Grand Central Parkway before exit 10 going west. We got a message on the dashboard that read 'Pull over; engine about to shut off'. I can't remember the exact verbiage but the vehicle slowed down and I barely had time to pullover to the side before the engine completely shut off. We called enterprise customer service and was instructed to call the cops because their towing company would not be able to come get us since we were in an unsafe location.

We called the cops and waited an hour; since it's none emergency situation nobody came. We called Enterprise again and the agent once again said that the cops would have to escort us off the freeway and we would need to provide an address for pickup. Our attempts to re-start the engine failed and after numerous calls to customer service we were left as sitting ducks on the busy freeway with four kids in the car.

We called enterprise a total of 5 times and the last 2 times we got hung up on by the agent. A tow truck passed us and luckily stopped and asked if we needed assistance. It was getting dark and since our safety was not a high priority to enterprise we decided to use the tow company and they towed us to the facility.

We explained the situation to the manager; we handed her the receipt for the tow that we paid out of pocket for(the tow company would not lower the vehicle until we paid) and she assured us that we would be re-imbursed.

She initially asked what she could do on her end to make this right; at the time we just said that we needed to be re-imbursed for the tow. Our credit card was billed and we have definitely not been re-imbursed.

This has been frustrating to say the least and totally unacceptable. There's absolutely no reason why we should rent a vehicle where our life was placed in danger and Enterprise not taking any accountability for the issue. We need the toll ($480) that we paid for out of pocket reimbursed. We've had calls with support, case number assigned, conversations on the phone explaining what happened. At the very least this company should ensure that they're renting out safe vehicles....

Special Thanks to the Staff and Management at Enterprise LGA - They understand what customer service is all about.

We came up to NJ for a situation that no one looks forward to, a funeral. Traveling with me were my wife and both her parents, 91 years old and 87 years old. Needless to say, we were in good spirits after arrival, especially since we were up since 2 am. We were able to get my father in law up on the first bus at arrivals but at the time, the driver had offered to get a bus with a lower step up. A very nice gesture and appreciated but my father in law wanted to make it up the steps, cane in hand.

We met La La at the desk and she was extremely friendly and found my reservation. She even got a chair for my father in law to sit down in the waiting room while I took care of business. When we were done with the paperwork, she brought the vehicle around to the door of the office so my father in law did not have to walk very far. She also mentioned if we had any trouble, we were to call La La. It was nice to have that assurance before taking off.

On the return, we pulled into the first lane because it was closest to the bus. As I got out to move my luggage, Denzel greeted us and noticed my father in law had a cane and some mobility issues. Without hesitation, he offered to have my father in law sit back down in the vehicle to be more comfortable. We discussed getting over to the American Airlines ticket counter and he offered to drive my mother in law and father in law in the rental directly to the check in counter since they would be more comfortable and not have to step up into the van. We agreed and my daughter and I took the luggage and bus while my wife and her parents were taken by Denzel to the terminal. After arriving, he made sure they both had wheelchairs prior to leaving the terminal.

By now, if you are still unsure of what "Stellar Service" means, please re-read what I wrote. This was truly above and beyond our expectations and every manager at Enterprise LGA , and for what it's worth, Enterprise NY/NJ should take notice. We noticed.

I appreciate the opportunity to share our experience with you and the other managers. My request is to please take care of these people because they take care of us, your...