Enterprise Rent-A-Car — Local services in Cranbury Township

My last experience with Enterprise was horrible. It all started with this location not having the car I made reservation for in-spite of having booked my reservation over a month in advance. Not to mention the reservation was for a week. I am giving 2 stars since the branch manager called me up following day & tried all she could do to make things better. Even after this experience I was thinking of renting from this location again. But after talking to regional manager it all changed. I will never rent from Enterprise again. Because I didn't get a vehicle in the class I booked for I was told I could walk in to any Enterprise location & ask for a switch. The day being a Sunday my options were less. I tried at 4 locations & everyone of them lied saying they didn't have any vehicles in class I was looking for or lower. 2 of these locations were in NJ(Lawrenceville, Trenton Mercer County Airport). When I called them just before getting there asking if they had a car available in the class I was looking for the answer I got was a yes(I didn't tell them I wanted to switch on the call). When I get there they just turned me down saying they didn't have any. When I asked the regional manager why would anyone want to waste my time & money by giving in correct information on the call, the answer I got was 'I cannot talk on behalf of others'. I wasn't expecting this kind of a response from a regional manager. Even though Enterprise claims they have lots of locations, they don't work as a team. Their goal is to maximize profits by renting all vehicles they have & customer satisfaction is not on their...

Enterprise picked me up at my hotel in a timely manner. I chatted with the Representative on the drive to their office, let him know I've never driven on the east coast and was attending a funeral.

After we arrived at the Enterprise office the Representative told me the class of car I reserved wasn't available, the next class up would be $7+ more per day and would that be okay. I asked when would the car I reserved be available and he said in 30 - 45 minutes. I wasn't happy, but said I needed to be at the funeral home in an hour and it would take me 20+ minutes to get there.

He walked me around the car, there were several scratches and dings, it hadn't been washed and there was no gas in the car. This added additional stress to my morning. Also I was renting the car for 26 hours and was being charged for 2 full days.

The next morning I called the Enterprise office and let them know I didn't think it was fair for them to charge me for the upgrade since the class of car I reserved wasn't available at the time I reserved it for. I think it was Katelyn who helped me. She said no problem she'd make sure I wasn't charged for the upgrade.

When I returned the car and was checking out, I let the Representative know I appreciated Katelyn's customer service. The Representative next to us over heard the conversation and he instructed the Rep checking me out to have the second day fee also taken off since it was only 2 hours into day 2.

I would have scored 1 star, but the Enterprise team...

It was pathetic. I went at cranbury location on Saturday to pick a rental car and parked my car at their parking lot. Enterprise person confirmed that there will be no issue with my car parked at there location if I drop off the rented car same day and take my car. On Saturday night when I returned around 10pm, My car was not there. Enterprise office was closed by that time so I left voice message about my missing car and also took some photo as an evidence that I came at same day to return rented car. Sunday morning I went again at their office and come to know that that parking lot belongs to pizza store next to their office and they probably towed my car and towing company is closed on Sunday. On Monday morning I called the towing company and they where charging $330 to release my car. I went to enterprise office and told that person about my conversation with towing company and asked who is going to pay that amount(bcz its not my fault)? The guy told me, He can just give me ride to towing company and I have to pay to release my car. So at last I had to pay to get my car from towing company even though it was...