Enterprise Rent-A-Car — Local services in Anaheim

Initially, I was extremely frustrated with the Seinfeld-esk scenario where the Enterprise website allowed me to sameday book a car that did not exist not only in that location (Hilton)-- but seemingly not in the city at all. It was quite an inconvenience to show up with a hopeful toddler and zero cars were available.

The woman helping me was extremely patient and went above and beyond trying to help. Unfortunately, because no car was available she was limited, so I called her supervisor at the Anaheim location to seek an alternative. He was very professional (again dealing with a very frustrated customer) but did not have a car available until later that day. I also called customer service to complain and was planning to persue a complaint with your PIO, then would honestly rate my experience online.

Management needs to understand, the glitch in the system that allowed me to reserve a car, not only makes it impossible for your staff to do their jobs, but it also does a disservice to your reputation and to the car rental industry as a whole-- who already has a stigma about situations such as this.

As I sat in the hotel lobby frustrated and defeated on how I would travel to our appointment to celebrate my 5 year old daughter's birthday the young lady who was the Enterprise representative came over and was so genuine, patient and reassuring, diffusing my negative experience with Enterprise. She then came back moments later to say a vehicle had just been returned. In between helping other customers, she literally ran, cleaned the car and got me take car of for no additional charge and when the extra mile to find me a car seat for my daughter.

When I talked to her supervisor again, he gave me a tip about a ferry ride at the location we were headed to. He told a short story about how that was a fond memory from his childhood and was extremely apologetic and genuinely kind.

So...we have a negative situation created by your corporate inadequacies which led me to feel I'd never do business with y'all again... which was then only saved by the exceptional helpfulness, incredible patience and genuine kindness of NOT one, but two of your employees. That says a whole lot about not only their character, but their commitment to their job and your customers. I couldn't imagine renting a car from another location, the next time I am in the area. I would love the opportunity to discuss these employees and their exceptional customer service with their regional manager. If someone actually reads this, my sincerest thanks for your...

DO NOT COME HER AT ALL COSTS!!! ENTERPRISE SHOULD PULL THIS FRANCHISEES LICENSE!!!

Absolutely the worst experience I've ever had with any car rental agency anywhere! I reserved a vehicle online to pickup at this location, which is inside the Hilton in Anaheim. I arrived at the location at 12:10pm on Saturday Oct 28 and there was a sign on the counter that read "gone for lunch back at 12:30pm". At first I thought it was weird that only 1 person worked that location and they closed for lunch, but I didn't worry about it too much and waited. 12:30 came and nobody showed up, no problem I'm sure someone will soon I figured. 12:40 and still nobody so I use thee phone at the counter to call someone and I'm told the agent is at lunch and will be there shortly. 12:50 and still nobody, 20 min after the sign says they will be back. I call again and I'm told the same thing they are on their way at which point I say no I want to speak to a manager I keep getting told they are on their way and nobody shows up. Finally a "manager" said his name is Alex gets on the phone and proceeds to lecture me about the fact that I had an "appointment" at 11:30am and I wasn't there for that, what does that have to do with the employee not being here at 12:30 as sign says and as I was told he would be. Absolutely no help from this individual other than a attitude and a "telephone tough guy" role, who wouldn't even have the courtesy to send someone or come talk to me himself. I proceeded to tell him I was sick and tired of being told one thing or the other and nobody showing up, "either send me a car or someone who can help" and what i got was a hang up in my face. Their comments on other people review claim their cornerstone is customer service, which is a bunch of bologne!!!! This center is run by the office on Katella Ave I later find out and that they are losing major business due to the lack of customer support. I will be filing a formal complaint with the BBB and Enterprise main office. If I could give zero stars I would. The one plus from this was Avis from the airport drove a vehicle to me at the hotel within 15 min and gave me a beautiful BMW X5 for half the price these guys were going to give me a small suv for, basically...

This was the absolute worst rental experience of my life! I had a reservation weeks ahead of time and then had to wait over two and half hours to even get checked in. However even after I checked in I couldn’t get into the car because there was people there ahead of me waiting even longer. There was only one poor guy there for everyone. Also all the cars were not on location and then had to come from down the street. The worst part of it is we all are waiting in the Hilton Lobby and these vulture vacation people are trying to sell us vacations….I’m thinking to myself I just want to start my vacation but can’t because of Enterprise. This has soured my whole experience with the brand and I thought they were a good brand. They are so BAD. Never come here. I even thought this was a one off because the one guy said that but then when I came to write a review I see even more...