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

Such a bad experience...

Our holiday in the US was our first to the states and the San Fran component was the first 4 days. The car we rented was after 2 days.

Quite simply, I was very disappointed with how this rental went. I stayed at the sheraton and just before leaving that morning, I was successfully booking a car through Alamo. It was allowing me to do so. Because you were literally a stones throw away I decided to simply walk over. Here the gent behind the counter told me because i was a walk in i had to go through enterprise. Ok. No problem. He then told me that the only cars you had available were a challenger and a charger. Really?

Despite this, I had wanted to hire a sports car in the US. So my wife said do it and i chose the challenger. I was told to go upstairs to the car. Once upstairs i saw a challenger as soon as the lift opened. But it was filthy. It was scratched and i quickly discovered only a V6. The guy on the top of the roof then told me I had to pay an extra $40usd for insurance. So the good deal i was told i was getting downstairs all of a sudden turned in to the original deal upstairs with insurance.

I really did feel robbed and scammed on this. I used AVIS on other parts of our trip because they had been prepaid and booked from Australia. I used Alamo in Vegas and booked a cadillac in a similar situation. Alamo didn’t have one sitting upstairs for me when i arrived and said to choose from the ones the had in similar class. I told them i was disappointed they didnt have one and they ended up looking and finding one in their pit. Their service was easy and top class.

The gent i spoke to when dropping off the car said he would speak to management as he was disappointed to hear about the experience and try and get a reduction in the fees i paid. Im disappointed that not only did i not get this but did not hear from them either. Ive been back in Australia for a month.

“Our goal is to make sure you have received EXCELLENT customer service at our location” was in the email I received as soon as i rented the car. I...

Jay Yujlie Lai strikes again This employee has multiple 1 star reviews for being rude. My personal experience with him came on 7/3/23:

My partner and I were told by an Enterprise representative to bring our rental car into this location to exchange it for a different car as ours was having an oil issue and was assured there would be a new rental waiting for us when we arrived at 8am.

Jay was the representative we had the unfortunate “pleasure” of be greeted by. We calmly explained our situation to him and he immediately became angry, combative and defensive. He told us “Well, we don’t have any cars for you. We have 15 cars and 30 reservations.” We calmly told him we were instructed to come to this specific location and he sighed, rolled his eyes and said “Ok, we have a Kia or an electric car.” I told him the electric car (which only had a 150 mile range) wouldn’t work as we were driving back to Washington and that the Kia was a downgrade. He aggressively responded “Then go to the airport and get a car!” During this experience, some of the things Jay said to my partner and I, in a very stern tone were: “Put yourself in my shoes!” and “We are doing you a favor!” At one point he even went so far as to shoo my partner and I away from the counter.

Taking the stance that WE were inconveniencing HIM was insulting and beyond rude. He showed zero compassion and was without empathy. He raised his voice multiple times and made myself and my partner very uncomfortable.

Moreover, he did this in front of a growing line of customers without a second thought and his lack of empathy or caring seemed to come to him with ease. Jay has a theme of receiving 1 star reviews so I’m not surprised my partner and I were abused in the fashion we were.

What I would like to know is, WHY IS JAY YUJLIE LAI still an employee at Enterprise, a company that prides itself on customer service? It seems to me that by keeping him on staff you condone his awful and abusive behavior to innocent, paying customers with real feelings who deserve better.

I look forward...

Terrible location. I verified 2x that we would be picked up from the cruise port. Once 2 days before and again 2 hours before the scheduled pick up time. They did not show to pick us up. I called again. They said they would ask manager and call me back. 10 minutes later I call again. They say I have to get a ride they cannot pick us up. I left my family and luggage at the port and got a ride to their location. Waited in line over an hour. My family of 6 and all our luggage standing at the port 2 hours waiting before I was able to pick them up with vehicle. Ridiculous. I also requested a one way. We needed to drop off at the airport when we flew home. They said 150$ fee. I agreed. Then the manager says no, they want the vehicle back. I called corporate. They said for a $270 fee they would change it for me. Which is absurd. I only pays $260 to rent the vehicle to begin with. We ended up getting up extra early to drive back to fisherman's wharf, unloaded our luggage and then got an Uber for $90 to the airport. I will not be using Enterprise in the future. Lacking...