Enterprise Rent-A-Car — Local services in Green Brook Township

Update 10/13/23: If you read below you'll see my 10/12/23 update where I responded to Enterprise's request to provide more information, which went poorly. I had responded to their email where they were going to speak to the wrong location. This is their response: Dear Gregory,

I apologize for the confusion. Requests must be sent to the branch the vehicle was checked out at. The Regional Management team from the rental location will have the ability to address your concerns from the Green Brook location. If you have any further quesitons or concerns, please do not hesitate to let us know.

Please let us know if we may be of further assistance. Have a wonderful day! Reference# 1HPWV3

Sincerely, Jessica Enterprise Customer Service Seriously, how much work am I supposed to do to tell them how badly they're doing their jobs? I'm starting to understand why the Green Brook branch has gone so far downhill. The whole company is falling apart. There doesn't seem to be anyone who cares about the customer experience.

Update 10/12/23: I noticed a response from Enterprise asking me to provide them with more information at a separate email address. I did so. What I got back was a message saying they would speak with the Metuchen location (the wrong one) to ensure this wouldn't happen again. No mention of contacting me. Seriously, if you're going to ask for follow-up and you actually get it, then maybe put a little effort in? Contact the customer? At least read the review and get the location right? I'm not sure what has happened to Enterprise. They used to be better than most other companies. Not any more.

Original Review: I used to rent from this location several times per year. There was a manager, Arabelle (sp?) who kept the place running smoothly. Apparently she's gone and nobody at Enterprise cares about the customers at this location.

I had reserved, about 7 months in advance, a minivan for a vacation trip in very late July through middle of August. I was supposed to pickup the minivan on Friday morning at 9 AM.

On Wednesday I called to confirm they had my reservation. I was told that, while they had my reservation, they had no idea if they'd actually have my car. I asked what the point was to reserving 7 months in advance and the answer was "How am I supposed to know if we'll have a car by Friday? Call back Thursday at 4:30 PM"

So, on Thursday I called back to be told "We don't have your car. You'll get a call tomorrow morning, before we open at 9, to tell you if we're going to have it."

At this point I called the Corporate number. I explained the situation to the overseas call center, who promised to have the regional manager call me and straighten this out. Nobody ever called me back.

Friday morning someone from the Green Brook office called me to tell me that they didn't have my minivan and wouldn't have my minivan. Maybe they'd have one next week. I explained my reservation and my situation. The only solution they had was a completely unsuitable vehicle that was much smaller than a minivan. They said I should try calling other Enterprise locations, that maybe they'd have a vehicle.

I called the Corporate number again, explained the situation and that no regional manager had never called me. They promised I would receive a call from the regional manager within three hours. It's now 19 days later, never heard from a regional manager or the Green Brook office.

I called around and the South Plainfield office was helpful, but didn't have a vehicle. They did refer me to the Metuchen (Woodbridge Ave) location and Jaylin there was able to get me a crew-cab pickup, which while not ideal, was sufficient. I wrote a separate review on their site.

So, beware, apparently reservations, even many months in advance, mean absolutely nothing to Enterprise, especially at the Green...

Update: Sent an email to the inbox that was referenced below. NO ANSWER. I’m actually not surprised at all. Very poor customer service!!! My next step is going above and calling corporate.

I went to this location today to return a rental from another branch. After inspecting the car, the guy (I didn’t get his name because I was PO… it was a white guy with dark bushy hair), says there’s damage to the car and that they have to open a claim with my insurance. The car I received was not in good condition with scratches and dents everywhere. When I saw this the day I picked it up, I took pictures of every spot that had damage to protect me from this exact situation. I said to him there’s damage everywhere how can you be sure that this was from me? Then I told him that I have pictures of all the damage. He says he can’t do anything and if I want to dispute it I have to return it back to the same location. This was such an inconvenience because I had to pick my car up at the shop by the end of the day. If I went all the way there I wouldn’t be able to pick up my car. I asked him if he could call the other branch to sort this out and he refused. I asked for the phone number for me to call at least and he refused. When I finally get to the other location, turns out that there’s already a claim in for the exact spot. I also show them the pictures and they confirmed that the damage was existing. They also questioned why the other location just didn’t sort it out between them instead of having the customer go through this hassle? Or call them to sort it out. I ended up not being able to pick up my car today because of this. Horrible customer service and inconsiderate and unwilling to help a customer. If you end up renting from here or any enterprise, please take photos of everything you see… no matter how small. Who knows how many other people this happened to at...

Extremely Disappointing Experience – Misleading Charges and Unprofessional Service

I came with my parents to rent a car for a week. We had booked a vehicle online, but upon arrival decided to take a different model. The representative at the desk told us the total cost would be $698, and we were surprised to see a $998 charge on our card. When we asked about it, he explained it was a $300 security deposit and assured us multiple times that we’d get it back when returning the car.

The explanation was vague, the invoice was unclear, and we asked repeatedly just to be sure. Each time, we were told “don’t worry”, and that the deposit would be refunded.

Fast forward a week—we returned the car, only to be told by a different representative that the total charge was $998, not $698, and that none of it was a deposit. We were completely shocked and frustrated. The original representative who promised us otherwise was conveniently “on vacation.”

This experience felt dishonest and manipulative. We were misled, and our concerns were dismissed. We left feeling cheated and extremely disappointed. This is not how a professional car rental agency should operate.

I would strongly advise others to be cautious and to get everything in writing, because verbal assurances meant nothing in our case. We will not be renting from this company again. Very poor customer service and lack of...