Enterprise Rent-A-Car — Local services in New York

Went to this enterprise at about 4:15pm to pick up an insurance rental with my mom and was met with the most unprofessional and unethical work environment. Avoid this one if you can.

As soon as we walked in we felt tension, kind of like if we walked in at the wrong time.

There were two workers a guy and a girl.

No one greeted us or asked us if we needed help, and none were with a client. They kind of just avoided us and lowered their gaze.

We weren’t sure if to approach someone or not.

I feel the need to unfortunately mention this, My mom is a Spanish immigrant. They mocked and laughed at her English pronunciation and made her repeat herself several times before helping her, even though I was there and helping her through the process. I speak fluent English. She even requested and asked if anyone there spoke Spanish and could assist her. No one responded. There was just silence. Her questions and concerns were not acknowledged.

We expressed that it was the first time we pick up a rental through the insurance coverage and asked if they could explain it to us and assist we would greatly appreciate it. There was no response. I didn’t get the girls name but eventually Mustafah, I believe is his name, started entering my moms information. He kept huffing and puffing under his breath and taking it out on the tablet screen by tapping it unnecessarily hard. We could tell he did not want to help us.

He told us he needed the auto shop information in order to proceed, it took us about five min to retrieve because we didn’t know the name nor the address off the top of our heads and he was upset and reacted as if we were wasting his time. Which we apologized for unnecessarily. He kept reminding us that they were closing soon even though we got there around 4:15pm and they close at 5pm.

After SEVERAL other mishaps and more whispering back and forth with the other girl that was there. They told my mom she would have to pay about 12 dollars a day for rental. And asked for a credit card without explaining that it was actually an “upgrade” they were giving us.

My mom asked why, and could it please be explained because the insurance told her she wouldn’t have to pay out of pocket. She couldn’t afford to pay more than what she was already paying.

His response was that if we wouldn’t have taken so long looking for the auto shop address the client that came in afterwards wouldn’t have taken the last car covered under the insurance and we would’ve had a car. And shrugged. He said maybe you’ll have better luck if you come tomorrow.

It was pretty humiliating to go to an establishment expecting a level of service and walking out without answers/alternatives. And overall no help/ empathy. The lack of professionalism and rudeness was beyond anything we have experienced. It left a sour taste.

Manners and a little bit of empathy go along way. You potentially lost a family of...

Few things make me as mad as companies taking advantage of good [return] customers, and this Enterprise location has finally crossed the line between what I'm able to turn a blind eye to. We've rented cars from them 3 times now.. something being slightly off each time. Once, we left the lot only to discover our rear signaling light was out. Had to waste time driving back, waiting for another car to be readied. Second, we reserved a car for as soon as they opened on a Sunday, showed up early, but had to wait an additional twenty minutes because they had to fill the tires with air... we had a reservation - you knew we were coming, why did you not prepare?! I considered those things minor annoyances, but most recently, we rented a car - drove up to Albany, parked it in a hotel parking lot overnight, and drove back the next day. Upon return, someone named Jordan, told us there was a dent on the passenger door. It was barely visible, in fact - in a photo we showed to several people - they didn't even see anything - but that's besides the point. We explained that it was literally impossible that we were responsible for this "dent" because in the 24 hours we had this car - the only place it was left on its own and susceptible to damage was in the hotel parking lot. Which - coincidentally - our spot was near a lawn/curb so there was ZERO chance that anyone could have dinged it on the passenger side by parking next to it. We held out hope that after leaving the grubby hands of one inexperienced employee in one location, we could reason with the claims department of enterprise. That was foolish of us - we were just sent paperwork... twice - duplicates, actually - because apparently efficiency is also a weak point of this company, in addition to just being greedy & full of BS, and then we were sent a bill for $300+. No further investigation, no acknowledgement of a dispute. Total garbage way to handle everything. I will 100% be advising everyone I know to steer clear of this place, will always choose AVIS/HERTZ at all airports, and will be using Silvercar (Northside Williamsburg) for any further rentals I need from North Brooklyn. If for some reason you MUST go here, document EVERYTHING. Take a video of the walk around the car, and take pics of everything - otherwise, good luck dealing with these liars and shelling out extra money...

Worst rental experience I’ve ever had. I book a car with Enterprise (as I’ve done many times before without issues) for the Memorial Day weekend. I get pulled over for speeding and as the officer looks at the car’s registration document, he notices that it has expired. He then writes me an additional three tickets (for driving an uninspected, unregistered and uninsured vehicle) and gives me a court date in upstate New York. I immediately contact Enterprise who apologizes and tells me that they will come and swap the car at my location. I wait all day Sunday and Monday morning, but no one comes. They just kept cancelling and putting in new requests telling me that the provider will be there within 3 hours. As I have to leave the Airbnb I end up driving the car back to Enterprise in Brooklyn. At this point I have probably talked to 4-5 different Enterprise customer service representatives (all not aware of my case and starting over each time), and they have all told me ‘not to worry’ and that ‘this happens sometimes’ and that I will be ‘fully refunded’ for my rental. When I return the car, the guy tells me he has not heard anything about this refund, but after some back and forth finally agrees. Fast forward two weeks and I am suddenly charged the full amount on my credit card. I go there again and ask what’s up? The same guy now claims he has never promised me anything and that customer service was making a lot of ‘wrong promises to customers’ that Memorial Day weekend (!?). After arguing for some time, he finally agrees to refund two of my four days. Now I’m stuck with 3 charges and a court date for driving an unregistered Enterprise vehicle, and Enterprise has been totally unable to tell me what they intend to do to resolve the issue. I have spent so much time and energy on this so far and am still waiting and hoping for them to take action and responsibility. It seems impossible to get through to anyone with some real authority and knowledge in Enterprise and the representatives at the branch act as if it’s not their job to help me resolve this. I have even made it very easy for Enterprise to act by providing them with all the information they need to contact the Court Clerk and take...