Enterprise Rent-A-Car — Local services in Plano

If I could leave negative stars I would. This location is the worst rental car facility I have ever dealt with. they are shady and fraudulent. And lack anything that could be considered customer service.

My wife and I were given a vehicle with a latent defect. When my wife went to adjust the rear view mirror as a driver should it fell from the windshield. It appeared the bracket was loose. As a good customer we reported it to the branch and they said not to worry and gave us a new car. Well in return they filed it with corporate as a “change in condition.” Meaning that we as the customer some how changed the condition of the vehicle which we didn’t as that is how the vehicle was given to us (with a latent defect).

Corporate called us and explained we now owed them approximately $260 for the repair. And stated that “that wasn’t too much money.” After we calmly explained the situation. Corporate said there is nothing they could do but we could ask the branch if they would withdraw the claim. The branch said they would see what they could do and that it is corporates fault.

Still nothing has happened except they have pursued the claim. The branch tells us its in corporates hands and they just filled out the documents . Corporate said it’s out of their hands because once the documents are filed they have to do this. Everyone we speak to acts as if they are in silo and can’t help us because they don’t handle those issues. It’s a scam and they are using their corporate structure and bureaucracies to work one over on people.

It’s clear they are just trying to bill money. The estimate showed the fix would cost about $130 but they tacked on fees and claimed we owed $260. No one could explained why the difference except that it cost that much to process the claim.

So they claimed against my insurance because I refused to pay. They said we could go to arbitration as if it were that easy but arbitration if anyone is even slightly aware is very expensive.

These ppl make me sick. Because they are using their contracts to work one over on the little guy. Every person at corporate I talked to I asked them to do the right thing. I sent an email pleading for someone to do the right thing. Corporate could tell I was frustrated as I didn’t have a pleasant tone even though I remained respectful. So they said they would just stop calling me and would proceed forward with the claim.

They should be fined for insurance fraud and for fraud on their customers. Because they are making fraudulent claims of damage. So be aware when you rent their old dirty cars that they’ll claim you damaged them...

Had an awful experience that was only saved by assistant manager James. The car I rented (SUV) had all un-inflated tires that the car warned not to drive on (see picture). The original manager (not James) even turned on the car when he was giving me the keys, how he didn't notice the error beeping and this message before running back inside... I don't get it. So after I saw, I went back and showed the Jeep's error message... was told they had no more cars of that type and weren't allowed to give me anything better, so I was only offered a CHEAPER car... a Camry or Malibu... for the same price that I paid (how is that fair?) Both the SUV and Camry had damage or other stuff on the windshield (see pictures), something that surprised me for a $500 car rental. The Camry also had EXPIRED VEHICLE REGISTRATION (I rented in 2025 see picture of 2024 registration)... something I didn't even notice until a couple hours of driving because I assumed Enterprise would get in trouble for renting out a car with expired registration. Lastly, both cars had non-working navigation/maps, so I wouldn't expect to have access to that

To be honest, the only reason this isn't a 1-star review is because of the assistant manager James at this location, who when I returned the car was extremely apologetic and assisted me even past closing time when the other employees left quickly (understandably). If you do rent from this location, I highly recommend trying to work with James Boswell.

I don't want to criticize the manager by name that worked with me when I initially rented the car, but to be honest it was a terrible customer experience. If someone is paying you almost $500 for a budget car rental, you should try to work with them. And remember that if you give them your card, and it says "Store Manager" or similar, they're probably going to expect that you give them even better service. Your cars, even the cheaper ones, should be expected to be in good condition, no cracked windows or windshield, registration not expired, navigation working, etc... If you don't have a good condition car that they reserved, you owe them something in that category OR BETTER, it is not the customer's fault. There is no world where you should be able to not provide what you promised, and then the only other option you give is something worse, that's crazy. If the cars are not prepared, repaired, clean, registered, etc, to be honest you should give the customer their pick of any un-reserved car. They didn't screw up, Enterprise did. This is exactly what Hertz did for me the one time I've used them, and Hertz...

Worst rental experience of my life. I booked a rental car through Enterprises Mobile app at about 11pm. My appointment time was for 12pm the following day, and the app offered no option to request to be picked up(Enterprise-we will pick you up) so I decided I would call the store the following morning to request a pickup. I called the store at 9am and was told that service requires 24 hour notice that they could not pick me up. I was understanding and called a friend to give me a ride. Long story short, I could not make it to the store until 1pm. I called the store at 11 and said that I would be running late, as I was waiting on a ride, and that I would arrive at 1pm. They said no problem we will have your car ready. I called again at 12:45 to let them know I had an eta of 1:05. Again they said no problem we will see you soon. However upon my arrival I was told a different story. The man said that they did not have a car for me. That my appointment was at 12 and they only hold a car for a max of 30 minutes. I explained that I called and was told it would not be an issue. I also explained that my ride had already left bc he had to go to work. He looked me straight in the face and said that to him I am “just some guy coming in saying that he called”, but I didn’t talk to him so there was “no proof” that i talked to anyone. He said my options were to wait until another car came in and that he had nothing coming for awhile. Or I could upgrade to a vehicle that would take my total rental cost from being $99 to being $366. I told him I can’t afford that, and without skipping a beat he said “then maybe you should of been of been on time”. I asked for the number to their customer service line, and was told to “just Google it, Google enterprise and I’m sure you can find it”. So I did and after waiting on hold for about 30 minutes I spoke to a gentleman who gave me the option of walking the 4.2 miles to another enterprise. That he also could not arrange a ride for me, because that required a 24 hour advanced request. In the end I walked the 5 miles back to my house. While on hold waiting for this man’s manager to be available. When his manager answered (3.5 miles into my walk) she simply said that she would send my complaint to her superiors and they would reach out with a solution in the next 3 days. This was 8 days ago. Today I received an email from enterprise asking me to leave a review for them on Google. Well Enterprise, here you go....