Drop off was a mess.

Pros: It took me over 90 minutes spread over three days to effectively return my car. The first problem was the agent was AWOL for 45 minutes, when I stop by to drop off the car. The second problem was even though I put the keys in the Dropbox per his instructions when he finally returned to the office, it's still required a manual intervention twice to actually close out the account. It was a mess. In offices that only have one person, I think there is a strong and advantage to having some kind of kiosk, automated way to be able to get customer support when that one agent is busy and or out of the office.

Cons: See above. When I returned to the office for the last time, I was waiting in this case 20 to 25 minutes for him to wrap up an upsell effort to customer front of me and I only need 2 minutes of his time. And the only reason I was in the office, was because I was correcting a previous mistake by enterprise.

Will never rent from there again

Pros: The rate was pretty good

Cons: I reserved an SUV with 4 wheel drive 2 months in advance, when I showed up they gave me the option of taking a huge pickup truck or minivan. When I returned the vehicle they tried to charge me for refueling, saying I returned the rental with 1/4 tank. Told them I had a receipt to prove there was more than a 1/4 tank in it at the time of return and I would be happy to show them. Then they changed their mind and said they were mistaken.

Pros: I always rent a car from enterprise , i like the service

Cons: The last time that i rent a car , the guy that bring me the car try to sale for me extra insurance, i said to him than I am not interesting and he add anyway , i went to the office the guy there said that he gave me a refund 124$ and he charged me a 124$ extra , so i need to call again and ask for ! Double refund, my credit card is not a game , people need to be sensitive, they can damage the credit for people.

Poor customer service

Pros: Pick up was quick and efficient. The offer of dropping us off at our hotel on return was appreciated. We agreed to drop off 45 mins prior to our preferred return time (1715 instead of 1800) to take advantage of this.

Cons: On return, 1:30 hrs before drop of time (1630), 45 mins before our agreed time to allow hotel drop off,we discovered the Enterprise office had closed at 1500. The key drop stated that renters were responsible for the vehicle until office open time (in 3 days time - 27 Dec). The representative at the Enterprise customer service line was completely unhelpful - the liability for the vehicle in an unsecured parking area beside the Enterprise office remained mine according to company policy(!) even though Enterprise had given me a contract until 6pm (the declared closing time) and a promise of a hotel drop off at 1715. I had arrived early at the offices at 1630 to ensure this could be effected. A query regarding whether I could continue use of the vehicle if I chose to use it to get back to my hotel and park it at the hotel car park without further charge could not be answered - this was a local office matter (!) as was the broken promise of assisting my wife and I with a ride back to the hotel. I was left with a 45 min walk back to the hotel with luggage. I refused to accept liability for the vehicle but it was repeated to me that I would be responsible until the office opened again on 27 Dec as per company policy. I am disgusted with the lack of customer focus by Enterprise, both by the local office and their national Customer Service help-line. Notwithstanding the fact that it is Christmas Eve, they are a service industry and should never close their offices early without at least contacting their customers beforehand and making alternative arrangements. Enterprise broke their Customer Agreement with me - I fail to see how in this circumstance they can expect me to be liable for their vehicle if they are unable or unwilling to wait until it is due back as per their contract. I trust nothing will happen to the vehicle in the next 2 days, but this is their risk not mine. Sorry Enterprise, but you’ve lost a previously satisfied customer...