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

I recently had an extremely disappointing experience at the Long Island City branch. As a Platinum Tier member, I have come to expect a high standard of service, but the interaction we had was far below acceptable levels. The employee who assisted us was not only unprofessional but also exceedingly sarcastic, creating a negative experience for my entire family, including my 11-year-old son, who could easily discern the inappropriate behavior.

Every time my wife asked a question, the employee would intercept with a sarcastic proposal. For example, when we inquired about the price difference for an SUV compared to a sedan, hoping to evaluate our options, he quickly interrupted with a dismissive remark, saying, “Oh now you want an SUV? I can change it for you,” without giving us the chance to explain ourselves or consider our needs. This kind of behavior was not only unhelpful but also disrespectful, preventing us from having a constructive dialogue about our rental options.

Similarly, when I asked about the possibility of returning the car to a different location or changing the return dates, his responses were equally sarcastic and unhelpful. He did not provide any useful information and instead continued with his condescending attitude, making the entire process unnecessarily difficult.

Despite being a Platinum Tier member, the employee incorrectly insisted that I was just a Plus member, thereby only eligible for a free upgrade to a Camry. He presented this as though he was doing me a favor, which was entirely misleading and insulting. The Camry provided was dirty and had visible scratches, which further detracted from our experience and did not reflect the quality I expect as a loyal and high-tier customer.

The employee’s behavior extended to a level of unnecessary sarcasm when he instructed me on how to use a key to start the car. This was particularly insulting given that I typically drive vehicles equipped with push-start buttons. His patronizing explanation was both unnecessary and offensive, adding to the overall negative experience.

Given the circumstances and the employee’s persistent sarcasm and unhelpfulness, I decided to accept the Camry as is, despite its condition and the unsatisfactory service. My 11-year-old son even asked, “Why is this guy trying to make us feel bad and look bad so much?” I made the decision to avoid further hassle and humiliation, prioritizing getting my family on the road smoothly, even if it meant compromising on the quality of the vehicle and service we received.

It is incredibly disheartening to be treated with such a lack of professionalism and courtesy, especially as a loyal customer and Platinum Tier member. This experience has significantly undermined my trust in your services and has left me reconsidering my future with your company.

I urge you to address this matter promptly to ensure no other customers have to endure such an unpleasant experience. It is crucial that your staff is trained to uphold the high standards of customer service that your...

I am extremely disappointed with my recent experience with this car rental company and strongly advise others to avoid using this location.

We had booked our rental car a week in advance and received confirmation via email that everything was set for our trip. However, just one day before we were scheduled to pick up the car in New York, I received a call from a representative named Amanda to “double-check” the details of our reservation. During this call, she asked if we could provide a water bill or proof of New York residency. I explained that we were visiting from California, not local residents (as clearly stated in our confirmed booking), at which point she informed us that our debit card would not be accepted, and we would need to provide a credit card instead.

While frustrating, this request might have been manageable if it had been communicated earlier in the process. However, with less than 24 hours' notice, this requirement put us in an impossible situation. My partner offered his American Express credit card, but Amanda refused, stating that only the person whose name was on the booking could provide a credit card. Since my own credit card was left at home, we were now without a viable option and effectively told we would not be able to rent a car.

Considering that our reservation had been confirmed a week prior, this last-minute complication was both unprofessional and poorly managed. If their policies required a credit card and proof of local residence, it should have been clearly communicated at the time of booking, not sprung on us at the last minute. This failure to provide accurate information up front threw off our plans and put us in a difficult position, especially since we had arranged this rental to drive to a wedding upstate.

To make matters worse, Amanda was exceptionally rude and dismissive. Rather than offering any potential solutions or allowing us to speak to a supervisor, she simply stated that we could not rent a car and simply ended the call. Her attitude and lack of willingness to assist was shocking, and it added to the unnecessary stress and frustration we were already feeling.

In the end, we scrambled and managed to find a nicer car at a better price through Turo on short notice, but the experience with this company wasted our time and added needless stress to our trip. I would highly recommend others avoid this rental location and take their business to a more reliable and...

Disappointing Experience with Enterprise Rental Car - Filthy Car and Unnecessary Insurance Push I rented a car from Enterprise in 2518 38th ave Long Island City in October 2024 and unfortunately, the experience was far from satisfactory. While Geico, my insurance provider, recommended Enterprise, the rental itself left much to be desired. My first issue arose at pickup. Despite arriving shortly before closing, the car I received was in a deplorable state. The exterior was wet, which masked the fact that it hadn't been properly cleaned. The interior, however, was significantly worse. The windows were heavily fogged, indicating a previous heavy smoker, a significant problem for a non-smoker like myself. The dashboard was dusty, the carpets were dirty, and to my disgust, I even found a vaping device under one of the seats. It was clear the car had not been vacuumed or thoroughly cleaned between rentals. I was forced to spend valuable time cleaning the interior myself before I could even use the vehicle. Beyond the cleanliness issues, I was also pressured into purchasing Enterprise's supplemental insurance. Despite Geico confirming a few days later that my personal policy already covered rentals, the Enterprise agent insisted on pushing their coverage, which I ultimately paid for unnecessarily. This practice felt deceptive and exploitative. Upon returning the car, I detailed all of these issues to the agent. While they were initially apologetic and expressed a desire to "make things right," their promises rang hollow. They asked what I wanted to compensate for the inconvenience While I didn't demand anything specific, I expected some form of compensation for the trouble. Disappointingly, nothing was offered – not even a partial refund for the unnecessary insurance or an apology for the state of the vehicle. The final bill reflected the extra charges, and the issue was simply dropped. Overall, my experience with Enterprise was extremely disappointing. The combination of a filthy car, high-pressure sales tactics for unnecessary insurance, and a lack of follow-up regarding legitimate complaints makes me hesitant to recommend this particular location. While the staff was polite on the phone and initially seemed concerned, their actions did not reflect their words. I would advise potential customers to carefully inspect their rental vehicles before leaving the lot and to be wary of unnecessary...