Enterprise Rent-A-Car

OMG!!!! I was planning to give them a great review after a guy totaled my truck and the insurance for me a rental through this location, first off they were supposed to have a pickup ready so I could continue work but instead put me in an suv for 3 days. I needed to extend the rental because insurance only cover x amount of days and when doing so was told I’d be charged $468 and that I’d be getting my deposit back of $300, cool. Woke up today with a new $90 and $300 charge on top of the $468???? I’m negative $320 now!!?? When I called the manager was in a meeting and the lady on the phone told me everything was correct that the $300 was an extra deposit???? Nobody knows what’s going on around here, and Rob, the guy who set me up on 8/16/23 is the store manager!!! 🤯

No one ever answers the phone at local Castle Rock location ! Customer service is the worse with the main customer service line and there unwilling to go above and beyond. When we have gone to location - the one person - who is in her early twenties super sweet but is expected to do everything is the only person ever there. Here is an idea Enterprise get more help for her .., make her a manager and hire more people !! You’ll get better reviews ! Oh yeah and have more cars available !

Personable staff and the process was quick and easy. They also handled a belligerent customer very professionally while I was waiting for my car. Would rent from them again if I needed to.

Bailey and Tim have made renting a vehicle during a major rental season very simple and hassle-free! They are helpful, gentle, and very patient with my scatter-brained calls, complementary pickup was safe and accessible with my task trained service dog, and Bailey even made extending my rental at the last minute (within hours of the original rental return time) the easiest and fastest modification to any reservation I’ve ever made in my life!

Edit to add I will change my rating as the manager at enterprise made it better this morning. We have had a rental car from this location for almost 3 weeks. my sons car was wrecked and we took it to Michaels to get it repaired. This is all under our insurance company. Come to the 3 week mark and the rental car ended up with a nail in the tire. Talked to enterprise associate at this location and was asked to take to certain tire places. Took the rental to Pep boys and was told the rental would need all new 4 tires. Pep boys called Enterprise to let them know this. Enterprise told them OKAY you can do it. They do not have tires in stock so now we are down the rental car and the car that is in the shop. UMMM... Called and talked to enterprise associate again and they are asking me to call around in my area to find another rental car to switch out with. This whole experience has been unbelievable to begin with.

EDIT* - After talking with the branch manager I've decided to edit this review. The problem that I incurred is due to a Company Policy with Enterprise and it wouldn't be fair to this branch to take the brunt of the blame. There still responsibility with the branch, but overall they are doing their best to correct the issues and addressed my concerns. Waisted hours of time and not once did anyone from Enterprise take accountability. Rented a car for the week due to repairs on my primary vehicle. Called in on Friday after having another driver point out that something was hanging down from the back wheel, looked like a control arm. Called in to the branch and they said that they couldn't help me so I had to contact roadside assistance. Called them who directed me to a different branch, who then directed me back to roadside assistance who then directed be back to the original branch where I then waited on hold for over an hour with NO ONE Ever picking up the line. Called Roadside assistance and they said a manager would call back.... NEVER GOT A CALL. What a joke - One of the worst experiences I've ever had with a company. Called roadside assistance again and was told again that a supervisor would call in 15 minutes. Never got a call. I get it places are busy, staff is short, but take time for a customer to get a resolution - Stay away from this company at all costs.

I have tried to call many times and the phone is never answered, and there's no opportunity to leave a message. This has happened on multiple days. I was assured when I went in there that it wasn't a regular practice for them, but apparently it is. I just have a question that would be so simple to find out if only someone would answer the phone!

Expect to be pressured into getting "at least the first two coverage options" (damage waiver - Supplemental Liability Protection 2 & roadside assistance). Because I didn't think my auto insurance would cover those options in a rental, I went ahead with them but I ended up having to pay $553.44 out of pocket for things I didn't even need over 21 days. I learned later that to cancel options like that after signing up, I would have to bring the vehicle in to be inspected first. That doesn't make any sense to me – I can understand the other way around (ADDING liability protection), but not REMOVING it as add'l damages would be on me). I rented a car from the old location by the Castle Rock library, and it MOVED during the 3 weeks I had the rental car to this location. This was extremely frustrating and took a lot of extra time for both me and my wife who was following me find this new location there were NO SIGNS up anywhere. Not even a poster, nothing. It was very confusing with the new location on Google Maps because it took us to a trailer that was locked. Then I went to another Liscott Custom Homes bldg, but it was locked. I happened to go into Michael’s Auto Body & Glass and found out Enterprise was moving into their building and still not a poster in sight. They didn’t even have their internet up. When I mentioned this when returning the car, Bailey said, “Well, we did have a sign up on the door at the old location. They wouldn't let us move the old sign until we were in the new location, which was today.” First of all, I was in a complete rush and literally had to run in to rent the car before closing & heading to Denver. Second of all, IF they had anything on the window it was not sufficient and big/bold letters, and third I don’t know that I would have remembered 3 weeks later anyways. It would have been great if they would have emailed & texted those with rentals still out when the move happened to notify them. Lastly, the car’s washer fluid was also low and should have been topped off before renting. I would expect this from a college start-up but not an established national chain.

Did a great job in getting the right car for me. Clean and no odors. The downside is the staff did not provide me with as much of a heads up as I would liked on the experience of renting a car for 30 days or more. On day 31, I started paying for the rental and I would have greatly appreciated some additional communication besides just one phone call days in advance of the typical 30 day expiration.

Renee really helped me get the most basic but perfect rental car for a month! Thank you Renee you are the best. Probably the chilliest dude I've ever met!