Enterprise Rent-A-Car — Attraction in Sugar Land

Adding on to the feedback, no one has reached out to me after promising me that the manager would reach out to me.

Hello Christina,

Thanks for your response- please check the confirmation number and you will see my contact details and I would like to talk/email you directly. I have put down an elaborate email below. I guess my contact details is the only thing that’s missing. Please check confirmation number- 2087197940.

I am writing to express my deep dissatisfaction and outrage at the appalling treatment I received at your Enterprise branch located at 1414 Hwy 6, Sugar Land, TX 77478 , TX. The experience was not only frustrating and disorganized, but also marked by blatant disrespect, dishonesty, and unprofessionalism—specifically from a staff member named Tyler.

On my initial call to the branch, I clearly stated that I needed to reserve a car and that Geico Insurance had informed me I could use my policy to apply a discount to the rental. Tyler told me that reservations could only be made online, which I found odd, but I followed his instructions anyway. However, the online portal offered no way to input insurance details or apply a discount.

When I called back to clarify, Tyler became dismissive, sarcastic, and condescending—telling me, “That’s what you need to pay” and essentially blaming me for following the instructions he had given me. When I asked his name, he told me it was “John”—a blatant lie, which I later confirmed in person was false. This level of dishonesty and manipulation is completely unacceptable from someone representing your company.

To verify the discount process, I spoke with a customer service agent named Nayar, who contacted the branch manager. She assured me that I could go to the branch, show my insurance, and have the discount applied.

I arrived at the branch this morning only to face more contradiction and hostility. Unbeknownst to me, the same individual—Tyler—was the person I had spoken to earlier. When I brought up the phone call and the customer service agent’s confirmation, he flatly refused to honor what was agreed upon. When I asked to speak with the branch manager, he claimed the manager wasn’t in and told me to come back after 12 PM, which I could not do due to work obligations. When I asked for the manager’s contact information, he refused to provide it.

What followed was unacceptable: Tyler accused me of being “confrontational” and refused to rent me the vehicle, stating he would only serve me "if he felt like it." His tone and behavior were clearly arrogant, power-driven, and highly disrespectful. I felt insulted, misled, and manipulated. Instead of resolving the issue, he escalated it and turned it personal.

I had no choice but to take an Uber to a different Enterprise location, where I was treated with basic courtesy—something Tyler...

I went with my sister to pick up a car. She had dropped one off 3 days prior. When we entered, the associate present was not very professional. No greetings. Just looking. My sister told him that she was picking up a car and pulled out her credit card and license. The associate said that she could not use her card there. She replied that she just rented from them and dropped off a few days ago. He responded that different locations operate differently. I looked at my sister making sure this was the spot she rented from and she said yes. She said to him, "Sir, I rented and dropped off here." He looked confused. The associate who had taken care of her last rental walked in and saw what was happening and told the present employee that it was ok. He looked more disappointed, at least, to me. He left my sister's license up on the shelf where anyone could see it or pick it up so she got it. I'm now a little unnerved because of his little attitude and no apologies to my sister for being wrong.

We then go to get her car, but I stayed by the door so that I don't detect more attitude that I'd have felt the need to check. When opening the door, she immediately smells cigarettes. The associate told her that's the chemicals they use to clean it. They had no other cars available that fit her rental size and we were pressed for time. My sister and I can't be in smoke so we rolled the windows down to air it out. En route home, the gas light comes on. What in the actual world?!!!!! We stopped for gas. Upon closer inspection, we see the vehicle is not that clean. When we actually get home and look further, the car was not cleaned at all. WE HAD TO CLEAN IT!

So... Not only was my sister greeted with attitude andno apologies, the rental was smoked up, no gas, but we detailed it like we were a part of Enterprise's staff.

My sister called and the associate that completed her first rental made everything right as far as the gas and the smell of smoke. He doesn't know about the ignorance of his colleague. However, I'm sure he will after reading this review.

Please keep someone at the counter that is actually professional and can assist consumers without the attitude. The front desk is always the face of the business and we were not...

I rented my car on November 30, 2016 for 2 weeks from 20465 Southwest Fwy, Richmond, TX 77469 (Fort Bend Toyota location). Since I was driving within Sugar Land I didn’t realize that car’s alignment is out and it keeps going to the right and the breaks do not work properly as well. I discovered this until Saturday when I drove towards Houston. My wife and I decided to go back to the Enterprise rental location and swap the car out. However, when we returned to the Toyota Dealership location we found out that Enterprise rental location closed at 12 noon and would remain closed the rest of the weekend, until Monday morning.

I immediately called the help line who transfer me to the nearest location 1414 Highway 6, Sugar Land; I explained the situation to the person over the phone while I was driving towards the location. This gentleman informs me that they don’t have any cars left available to swap out. Anyway I drove to the location to verify his statement and to my amazement I found that several cars were available. I spoke with the person at the counter and he refused to swap the car with either an “Intermediate or Standard car”. He said I have to contact the location where I rented the car from or I can drive to the “Bush Airport” location to swap the car out.

I explained my situation that I will be driving out of town about 5 hours from Houston and that I don’t feel safe driving this car 300+ miles each way. Upon that he said I can’t give you an “Intermediate or Standard or Full Size Car” from my fleet. When I told him that the other location @ Fort Bend Toyota is closed for the weekend and that I need a different car his response was “that’s not my problem”. I asked his name, he gave me a business card which read Stephen Williams, and said that was him.

I had to use Uber on Saturday to go downtown which cost me almost $80 round trip. Enterprise should not use this advertisement that “we pick and drop our customers” because I was at one of their locations and they denied to give me the car. Do not go to this location at 1414 Highway 6 Sugar Land, they are not helpful at all and lack good...