Enterprise Rent-A-Car — Local services in Philadelphia

I used to rent a lot from this location and never had any issues. but recently I have had a worst experiences with this location. Looks like a new management had took over and They are least considerate of anything, very busy and very rude.

I had reserve my car from May 27 9 am to May 28 9 Am. I had requested pick up at 8.30 and Nobody came to pick me up at requested time and I had to change my plans, missed an important meeting. I asked to rescheduled my reservation to 2 pm and asked them to pick me up at 1.30 pm. Again no one came to pick me at 1.30 pm and upon calling them at 2 PM the lady who received my call said that she just sent someone a minutes ago. Its 20 mins walk from my place and the pick up came at 2.45 after 45 mins. Had I known it earlier I would have walked or taken uber. Again I got car past 3 PM and I was asked if I can return it same time and I had confirmed. I came to return car on May 28 and due to traffic out side the parking lot where this location is, I was only 5 mins late to go in the enterprise office while they were hours late each and every time. I still remember that I was around 5 mins late and there were 3 employees inside. I asked for the receipt and they said I will get it via email. and they charged me more than 2 days rent. I had called enterprise hotline and they are asking me to call the local office. I have been calling them since 15 days. Its hard to get a hold of them, If luckily I get to talk to some one they put me on hold and never came back. I called again and again left my name and no to reach, no one has came back to me.

Now another experience. on Dec 19 2015 I had a reservation at 1 PM and again as they are always late for pick up, we decided to take a walk to the location. Upon reaching there we had to wait more than an hour to get the car and again we were late. After getting car when we were on our way about 15 miles away, and I started getting calls and it was from an employee who gave me the car and He left his cell phone in the car he gave us. I told them I am driving I cant talk right now, He was least concern and kept calling/texting (I still have the logs). My friends then spoke with him and looks like he was not ready to let us continue and forced us to share our location where we are going. we sent him an address and he came to pick it up at the venue we are going which was so uncomfortable. They do not care how serious it is to talk and share the information while driving.

From last experience it seems they dont have any sense to understanding on how painful it is the way they treat there customers. I dont understand now whom to contact.

Surely,...

If I could give 0 stars I would. My experience renting at Enterprise's 19th street location yesterday morning was the worst experience that I have ever had at any rental service in this entire country. I travel often and this rental was due to my car being too cold to drive to the weekly class that I teach at a nearby University.

When I walked into the office I was immediately asked who was my employer. I have never had this asked of me. I then provided the following at the request of the agents;

To the desk agent Logan Mensch - I provided my ID and Chase Business Card - this was denied and I was then told that I had to share a utility bill and another form of ID as my card was a Business Debit. All locations I have rented from have my card on file.

To the desk agent Lanna Cassie Fogg at her request; -I provided my PECO bill fully paid as I was told it needed to be a pdf - this was accepted despite it just being the account view. -I provided my Xfinity bill - this was denied. I was told that the bill had to be a cable bill only after this. -I provided my payment details via Princtons HR payment hub service- I showed my digital delivered accounts with my home address as well as the last PDF that I received at the end of the year. -  both were denied. -I provide my 2021 W2 recently delivered digitally only to have that denied despite it having my home address on it.- this was denied. -I provided my insurance with Progressive (declaration Page) to have that denied because of my mailing address - a PO Box - this was denied

I have all of my credit cards on my Phone with Apple pay that I have used at other locations- this service was not offered.

I was then told that I could catch the 30th street Amtrak to Princeton by your desk agent Lanna Cassie Fogg. This was completely out of line coming from a desk agent, after all of this as I did not ask for this advice.

I will never rent again from this location and will personally ensure that everyone that I know does not rent from this location and I will also ensure that the many people that I do business with do not rent from this location. Your staff there is incompetent and tone-deaf. I have reached out to others in my circle who have rented via Enterprise from this location and other who have had no issue whatsoever. One who even shared that they showed their Xfinity bill - only internet and it was accepted. I was told someone else shared insurance (with a completely different address) and it was accepted. The difference is that these are white women...

I recently rented a vehicle from Enterprise and had a mixed experience, starting at the PHL Airport location. Online, it showed that vehicles were available, but upon arrival, I was informed that the location wasn’t open and wouldn’t be issuing rentals. This was incredibly frustrating, as I had relied on the online information to plan my trip.

With no other option, I had to take a $100 Uber to a nearby Enterprise location that luckily had vehicles in stock. While I was relieved to find a rental, the inconvenience and added expense were a significant setback.

Returning the vehicle presented another challenge. I encountered unexpected traffic and realized I’d arrive just after the location’s closing time of 6:00 PM. I called ahead at 5:45 PM to let the staff know I’d be there at 6:00 or 6:05. The first employee I spoke with hesitated, saying, “We like to leave right at 6 if we can.” I explained my situation and pleaded for their help, and he eventually agreed to wait.

As my GPS estimated an arrival of 6:02, I called again to confirm. This time, a different employee answered and said, “I’m not sure who you spoke with, but we’re not authorized to stay after hours.” When I clarified that I wasn’t asking for authorization, just confirming they’d stay until 6:05 as agreed, he reluctantly agreed. I arrived at 6:02, and while they did assist me, it felt like I was imposing on them for a service I had paid for.

The situation highlighted a few key issues:

Closing Policies: If you close at 6:00 PM, perhaps establish a buffer where returns end at 5:30 PM. This would avoid last-minute stress for customers navigating unfamiliar traffic patterns or rental policies.

Inventory Accuracy: The discrepancy between online stock and the actual situation at PHL Airport was misleading and caused unnecessary inconvenience. If a location isn’t operational, the website should clearly reflect that.

Pricing Differences: The cost to rent at the airport versus a nearby location was drastically higher. While I understand there’s a convenience factor, the difference felt excessive. Transparency about these pricing discrepancies would go a long way in building trust.

In the end, while I appreciated the staff staying a few extra minutes, I didn’t feel like Enterprise had my back in a tough situation. These experiences, compounded by unclear policies and pricing, make me hesitant to use Enterprise again. I hope these areas are reviewed and improved for...