Enterprise Rent-A-Car — Local services in Erlanger

Rented a car from a location near my home. While on the road, noticed the front end was not right, car was pulling to the left. Also, the service light came on. Since we had a long ride, I call the 1-800 number and was told to go to the nearest Enterprise. The woman on the phone was very helpful. When we got to the return location at CVG (Cincinatti) airport, we were told that a manager would be right over. When he came over, he kept questioning us, told us the service light was just that the oil needed a change- not the case and said that his service department was great. We told them that the car is not safe and we had to drive through the mountains so we needed a different car. He refused to listen to us, kept insisting on us waiting and getting the car serviced. He refused to listen to us and walked away like a child having a tantrum, running through the cars to get away from us. He refused to give us his name, as did another worker that we talked to. We could not get help from anyone! The girl on the 1-800 number was listening and stayed on the entire time and kept saying this is crazy but she was only roadside and couldn't do anything. At one point he said he was calling the police on us and taking the car from us (the one that we already paid for & drove for 3 hours). It was the most bizarre situation that I was ever in. We decided we will call the police to help to settle this. Well that didn't work. The Cincinatti police were just as bad as the employees. They surrounded us, demanding our ID's and then told us from their experience the car dealers do not like to give their cars out to people from out of town. They like to keep them local. I said we were told to come and exchange it. We were not getting anywhere so after telling them that the car was unsafe, we drove away. We drove 3 hours to our location because there wasn't another Enterprise open. The next day, I rented a car from Avis, drove into another Enterprise location at McGhee airport and told the person there the situation. She was wonderful! She was appalled at the treatment we received and said that is not Enterprises policy. If a customer says they don't feel safe in a car, it gets pulled immediately. We did get a refund but the stress it caused was uncalled for. We were told by 4 Enterprise representatives that it was illegal to do what the Enterprise at CVG did and that it was completely unacceptable. We were so stressed driving that car at night, through the mountains as it was completely unsafe. Will absolutely never rent from Enterprise again. Would highly recommend Avis though as they...

I had the worst experience as a long time enterprise customer. I reserved a luxury SUV for my family vacation two weeks in advance from the seven hills location in the suburbs of Cincinnati. The day of my trip a few hours before I was suppose to pick up the vehicle, Donte the manager of the branch called me and stated they don’t have a luxury suv and I would have to travel to Kentucky if I wanted to get one. I was at work when Mr. Donte called and of course I couldn’t just leave and venture off to Kentucky for another vehicle. Keep in mind this is the company that will pick you up if you need a ride, so I was confused why they couldn’t pick the suv up and have it ready for me. So I was placed in a position where I had to drive 40 minutes during rush hour traffic and pay for airport parking in order to get another vehicle. Once I finally made it to the enterprise at the Kentucky airport the situation got worse. I was dealing with an assistant manager named Deon, who was so unprofessional he refused to give me his last name. Deon attempted to charge me almost $200 more for the same SUV I reserved. I spent about an hour and half going back and forth with Mr Deon before he finally honored the price I had originally been quoted. Due to all the hoops I had to jump through with enterprise and the major inconvenience, my family and I lost a day’s vacation and the sad part was neither manager offered me anything for my inconvenience. As stated I’ve been dealing with enterprise for years and my parents dealt with enterprise before me. I’ve never received bad customer service from them and normally I have a great interaction and relationship with management and their employees. It baffles me how I could give a two week notice and not have a vehicle ready. I hope know future customers have to go through what I experienced. I put in an email to enterprise and still haven’t heard anything back...

I flew alone to visit my hometown, Cincinnati, to visit my sister and friends. I had just moved 2 years ago, had never rented a car FROM the Cincinnati airport. When I picked up the car, I had to be shuttled to the lot, and I asked for directions on how to drive directly back to the lot when I return the car. The agent told me to exit 4 from I-275 and handed me a business card. The day I drove back to the airport I did exit at Exit 4; the sign at the end of the exit had an arrow pointing RT for all rental car returns. Of course I turned right. At the end of the road I had passed all other companies that rent cars, but not Enterprise. I pulled over and stopped the car, dialed the number on the card. All I got were recorded messages, hours of operation, recorded directions, no person....ever. I hit "zero" for operator, that didn't work. It started over again. I hit other choices. No person. Just a repeat. I then pulled into an airport extended parking lot and asked the attendant if he could direct me to Enterprise. He told me to return toward the highway and drive under the overpass, then up the hill. It would be next to a shell gas station. So I did drive past the highway exit 4, under the overpass, but the only hill had a sign "to I-275" so I was leery about turning. Finding myself no where near a Shell Station, I turned around and up the street "to I-275" and saw a Shell Station. I finally could see a street next to the shell as an entrance to return the car.

Your lot is NOT easily found, and I spent 61 of my 63 years in Cincinnati. I have a great sense of direction. I can read and follow signs. I have another Enterprise rental reservation for August 18. On principal I may just cancel that one. The people working there were VERY nice. But I was told that they get the complaint that I am submitting a lot. So then why hasn't this been addressed...