Enterprise Rent-A-Car — Local services in Philadelphia

My husband and I used this Enterprise location to drop off our rental car after driving from a different location to the Philadelphia International Airport. While the process and car were fine, the support team at this location, as well as the customer service, and their shuttle driver to use to get to the airport have been quite nasty. During transport the shuttle driver drove away with my luggage before my family could get all of our items off the shuttle (me and my husband were traveling with three children under the age of five and had suitcases and car seats that had to be removed from the shuttle). I attempted to mend this problem while we were at the airport, but we had to leave for our flight. After flying across country I put in a lost item claim with the company and the nightmare began.

They sent an email to tell me that my luggage has been found and that I can ship my own items out for nearly $200. My personal problem is that if the shuttle driver had not driven off, I would have had my luggage on the plane with me and this would not be an issue. Well I can’t get in contact with this location at all because whenever I call the number the phone rings and then immediately hangs up on me. On top of that, when I called their number for lost and found items, their customer service team was absolutely disgusting to me, refused to listen, and refused to help. They hung up on me and ignored every single call I made after. They then resent the same email where I could choose to either donate my items or pay the $200 to ship my items across country. Mind you I was not rude on my end, I just want help getting my items back.

I tried reaching out to support through chat and they were both incompetent and unhelpful. The first chat representative claimed I could message the email back that sent me the info of my bag, even though the email is a no-reply email. The second placated me and told me they would get in contact with this location, then ended the chat. I have not had any contact with this location at all.

This whole process has felt like a ripoff and a scam and I wish I never used Enterprise for transport. I will certainly never use this company again. God forbid something happen while you were on the road, you’d be lucky to get a customer service representative to help you. This is the worst experience I have ever had with a rental company by far, and I would 100% not recommend using this company for any reason.

While I would appreciate the sentiment of you reaching out Heather, the website you want me to use is the same one I have gone through these past few days. If this location cannot personally reach out to me to rectify this matter, then I am not interested. Offering the website gives the appearance of helping without actually helping. None of the issues I stated above were addressed, and instead you are trying to put me back through the same avenue I have taken the day before. Due to the rudeness and incompetency of your customer service team, I highly doubt I will magically get help if I go through the same process again. Unless you are going to provide me with a solution, please kindly keep your “help”...

I had a pretty dramatic rental experience this past week.

I picked up my car from the Philadelphia airport and within 48 ours a family member hit the car. Fortunately I'd paid for insurance, so I dropped the damaged rental off at the East Stroudsburg location immediately.

Unfortunately the only rental they had available to put me in to replaced the damaged one was a 4-cab Dodge Ram - it was too big for me to comfortably drive for a long time, so I went about checking with all of the local offices to see if anyone could put me back into a mid-sized SUV.

Eventually I found one at Pocono Summit - the staff was so helpful! And I went on my way. There was no hassle with my return of a different car at the airport than the one I left with.

My main complaint is that I had to do ALL of the footwork in finding an office that would provide me with a replacement vehicle. This left me calling the Easton and Bethlehem locations, the Pocono Summit location multiple times, and stopping in in-person at the Stroudsburg location.

I wish that the offices would have been able to, or took the time to communicate with each other on my behalf to get me into a replacement vehicle. It was really stressful to have to wait on hold, tell the story multiple times, and to have to drive to places without knowing that they'd even have a call for me.

The only other, small, complaint that I have is related to the communications I had with the Stroudsburg location. I drove in, told them my story, and they said they had a mid-sized in the shop getting new tires, and that they'd update me by 1 PM with information about it. I didn't receive a call at 1 PM, so called the office at 2 PM and was told that the car was still in the shop, and the office would update me again at 4 PM to let me know if I could pick it up the same day. I didn't receive that call either, so called the office at 5 PM and was immediately told when I asked, that the car wouldn't be available that day. The employee I spoke with didn't even have to ask anyone else in the office about the status of the car, so I knew that they had the information and hadn't called me with it. I was frustrated then because all of the local offices closed at 6 PM, and I would have to drive the Dodge Ram for another day before getting it replaced.

I wish that this location had been better about keeping me informed with updates regarding my case.

I believe the employee that worked with me the closest, with conversations over multiple days, was named Nick - at the Pocono Summit location. He was a lifesaver and reliably called me with updates. I was very appreciative of his help.

Overall I've had great experiences with Enterprise, and will continue to rent cars...

This is normally a good branch, The management has always been really good about working with me using a debit card. However, after an 80 day deployment I flew back in to PA and stopped by to get a rental for tree days (As background I have a history of 8 rentals in the last year at this branch) this time they told me I could not rent because I did not have a round trip flight and and that is company policy I asked them to show me the policy and they did which states "At airport locations, debit cards are only accepted at the time of rental if accompanied by a ticketed return travel itinerary." I did have a return itinerary as booking one way flights through different companies is more efficient. They were hung on it having to be a round trip which is not what the policy states. In the past I have rented multiple times with one way trips. The manager, Thaiyanah Cole-Day, went on repeat saying its company policy even though that is in fact not what company policy is and refused to rent me a vehicle. I told her to contact the manager over her and she said I can wait until he comes in at 09:00 AM (it was 01:33 AM at the time) and refused to call him since it was early morning, I'm military and had been awake for the last 28 hours so I really didn't care for that response and urged her to call him anyway and she rolled her eyes and went back to her computer and ignored me. As long as this management it working at that branch I highly recommend steering clear they have no respect for there loyal costumers, veterans or their...