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

Couple bones to pick here. We had our travel agent book our rental and take care of as many details as possible. We arrive with the money given prepared. We are handed the keys and asked for almost 3x that ($1,500 with deposit). We were flabbergasted. We couldn't split payments between cards, could ONLY use a credit care when I had more than enough on my debit card at the time...We had to come up with ultimately over $1,000 in the end for a $551 rental for just 32 hours. Did we get the deposit back? Yes. Was it a headache? Definitely. More on that below.

They never mentioned deposit to our agent, even when prompted by being asked if the rental cost was all and everything we needed upon arrival. Luckily, Chase came through to save the day with a immediate line increase, and Enterprise halved the deposit to $500 for us. That's the only reason they're getting 2 stars and not 1. Felt a lot like "okay, give us your money and get going." If it were me, I'd have eaten the deposit and told my team about mentioning a deposit 2x the amount of the car rental to customers in the future and prayed nothing happens.

Lucky for me I had a cousin we stayed with who owns a Tesla Model S similar to the one rented. If not, I'd have had no idea how to operate an EV as I had never driven one. Especially one as tech-driven as a Tesla. I knew how to unlock it and charge from the staff when pulling out, that's it. No regenerative braking, no driving assistance feature warnings, no accelerator settings, guidance help, charging station finding, or interface advice. Things I feel should be mentioned to a first-timer for such a costly rental.

The car itself? Fine, obvious use for a car with I believe 30+ thousand on it but nothing major.Still worth the actual rental cost for me, but in the future I may opt for something more budget-friendly like Turo (especially in the Bay area). Clean with only a couple rim scratches that isn't really Enterprise's fault. Still felt like heads were turned even in the bay area with the sleek...

I considered 2 stars, but even though the personnel were polite, their ambivalent attitude compared to other Enterprise locations made it 1 star. I am a frequent Enterprise customer and a member in the Enterprise plus program. Based on my rental frequency, I would be at the Platinum level by mid-year. The issue I encountered was with using my debit card. I was staying in San Francisco for a couple of more days after returning the car. Since my departure date wasn't the exact date as the rental return, I wasn't able to use a debit card, which was my only option. I had to cancel the reservation. It was raining outside, so I asked if they could return me to my hotel (a 5-minute drive) as Enterprise promotes the "we'll pick you up" service. They claimed they couldn't do this given I hadn't rented a vehicle. Enterprise should consider the more progressive policies of Dollar and Thrifty with regard to debit cards, and also take into account the positive history of frequent customers. Companies must recognize that customer loyalty is reciprocal to the company's loyalty to their customers. I have paid slightly more for my Enterprise rentals at times simply because of the positive experiences I've had at other locations; in the past year I've simply just used Enterprise and not other car rental companies. The Union Station location is definitely not representative of the level of customer service to which the company claims to aspire. I'm miffed enough that I'll be looking at other at car rental companies for future...

Deceitful, bad service, will not inform you of your entire purchase, and vindictive when you call customer service. Make sure you video tape all conversations in person and on the phone. I'm thankful I have what video I did take. Extremely unprofessional and very rude.

They signed us up for 3 days. On the 3rd day we called and asked if it was okay to come in a little later in the day and extend for a week.

They agreed but did not inform us (nor is it part of their policy to take deposits for extensions) that we were late (we were not) or that they were going to take our deposit.

When we went to extend again for another few days the card declined because of an issue with the bank. They told us that we could come back later and extend. We fixed our account and came back to buy more time. They told us we had to return the car immediately because the card declined earlier even if it worked when we fixed the account.

We had all of our things ready to visit another city so when they took the car we were stranded with our things. At first they offered us a ride to somewhere then when we got on the phone with customer service they changed their mind and gave us no time to look for our now unexpected ride before telling us to leave...