Enterprise Rent-A-Car — Local services in San Francisco

This review consist of one bad one and one great one. My first experience was and I mean horrible! Originally had a reservation at moscone enterprise on 687 folsom st San francisco. Upon a arrival no one was at the location and it wasn’t until 20 mins that the janitor had to go and grab the worker/attendant.(Miguel Luna) Miguel came in and simply said folks wait a second I need to file an injury report and proceed to take another 15-20 mins to file said report. The whole time me and an another customer waited as he did his report. Miguel gave no attempt to converse, check in or validate our presence. We spent a total of 40+ minutes waiting before we were helped. Miguel had done nothing to validate his late arrival, spent little to zero effort to provide customer service and focused on a report that i’m sure he could have done after helping us and getting us on our way. I didn’t get my car until a hour after my arrival, which is outrageous. Not only did this cause me to be late but the only car left was a mitsubishi Mirage that had a bent back camera and deteriorating brakes. Miguel and Moscone enterprise is a prime model for what a business should NOT be like. After that horrid experience I contacted enterprise on 1600 mission St San francisco in hopes to switch out of the Mirage. From my first contact up until switching out my rental Sage and Kyle from mission St location were top notch and great at customer service, empathy, quick thinking and more! Showing excellent knowledge of their environment and duties they were able to get me switched out into a new car in no time making sure the rental I was getting was meeting satisfaction. Their instructions were careful, through and kind making sure I had all the resources to get my questions answered. My experience with them thoroughly helped me realize how amazing an establishment can be. They single-handedly revived my loyalty to enterprise and are the gold standard workers that any business wish to have. Thank you Kyle and Sage for making my experience go from...

During a road trip along the West Coast, our rental car was broken into in San Francisco and half of our belongings were stolen (some very expensive, very dear items). Feeling very frazzled and unsure of the protocol, we contacted Enterprise Roadside Assistance. A very nice representative contacted this location and set us up with an economy vehicle to be switched into so that we wouldn't continue driving around with a broken window. When we arrived at this location, we were greeted by an employee who very rudely said, "nobody ever called us," even though we had spent over 20 minutes on hold for the Roadside rep to set up the switch with this specific location. After a very long, awkward moment, while we were still sitting on broken glass, he finally agreed to 'try' to find another vehicle for us. When he asked me for our Rental Agreement, I explained that we were supposed to have it emailed to us from our original location, and pulled up various confirmation emails for him that should have given him more than enough information for him to go on, he just kept saying, "no, that's not it" - but he's an Enterprise employee.. shouldn't he have realized that while I was shaking like a leaf from the trauma of what had just happened that I wouldn't have been emailed my Rental Agreement until AFTER we had officially returned our vehicle??? We just think that after such an ordeal, a representative should treat their customers with a little bit of respect and less like we were bottom feeders. It's not like we asked to delay our trip by 4 hours, lose all of our valuables, and be downgraded to the sh*ttiest rental car on your lot (quality of car didn't matter to us as long as the windows were in tact) on top of being treated like the lowest of the low. Thanks for the superb...

I’ve been using enterprise Rent-A-Car for years not only when I need a car through my insurance company in San Francisco, but all around the country when I’m traveling. My experiences have always been fantastic until this morning when someone named Niles at this location was completely unhelpful and rude and unempathetic towards me on a phone call in which I was trying to explain to him I no longer felt comfortable driving the car I had. When I asked to speak to his manager, he said he was the manager of that branch, which was mind blowing given how incredibly horrible he was at Customer Service. I’ve now escalated the issue to higher level management because I genuinely think that this person should not only should NOT be managing this branch but should actually be fired altogether for his lack of empathy, his argumentative and snide tone, and just general hubris altogether thinking he was invincible because he was “the manager”. My favorite part when guys like Niles are rude to customers is that apparently he’s completely forgetting that I’m paying his salary, without customers he would have no job. What a great Manager he demonstrated himself to be today… he should be ashamed of himself. Not only did he not help me when I reached out to him. He stressed me out and ruined my whole morning. He ruined the morning of the person paying his salary....