Enterprise Rent-A-Car

I've used this Enterprise location twice in the past year. It's a small office, and I was in and out in just a few minutes each time. Everybody that I dealt with was pleasant.
Apr 10th, 2024

Wonderful location. They care for their customers very well.
Mar 26th, 2024

Mar 20th, 2024

My experience renting a vehicle from Enterprise in Jessup was exceptionally satisfying, largely due to the high-quality, well-maintained vehicle and the outstanding customer service, especially from the manager, Toya. Despite the initial miscommunication with a different rep at the location, Ms. Toya's assistance and professionalism made the rental process seamless and highlighted the company's commitment to customer satisfaction. I highly recommend Enterprise in Jessup for anyone looking for a hassle-free and reliable car rental experience, underscored by the exemplary service and vehicle quality!
Mar 10th, 2024

Some of the staff (young porter whom picked me up, new rental counter gentleman on first pickup, gentleman whom helped me with my replacement vehicle pickup) were very pleasant and efficient, and they are the only reason this review gets above one star. However, attempting to deal with this location efficiently has been a nightmare. Downed phone on the day of when I was supposed to be picked up and no call from the branch - I had to call another local branch, and ask them to help assist in getting the branch to call me, despite four days prior confirming I needed a pick up. Okay - accidents happen, move forward, and don't be mad at the location. I was asked "is a pickup truck okay?" assuming I would have a nice newer truck like I've had at other locations whenever a sedan was not available. No, I received a Tacoma that had accident damage and 30,000 HARD miles on it that made it drive poorly. Okay, again, move forward since we can always trade out at another date, right (I knew this would be a long rental due to an insurance claim)? Call the branch the following week so that they can give me a replacement smaller vehicle. I ask "can you please aim for a Toyota Camry, Toyota Avalon, Mazda CX-5 or Chrysler 300?" since I am aware that they are in the Enterprise fleet (and had noted the Avalon at their location before), and are reasonably efficient/comfortable. The rep tells me that they not only are not sure what they can trade me into, but that they don't know when or what vehicles they will be getting in and will book me a trade-out date. I'm sorry, but when does a rental company have NO CLUE what vehicles they will get and when, especially given my request was flexible on a date? Third strike - but I take a deep breath and hope for the best. When I arrive, I am given another large SUV with 20,000+ miles on it, and again with body damage, but fortunately lesser this time around. The Avalon I requested was in front of the store, and I inquire - the young lady behind the desk states it's rented out already. I make it visibly known that I'm disappointed with the situation (not angry) given that I had already waited a week for the replacement with a damaged vehicle and specifically requested said Avalon, and the female rep behind the counter says "at least the truck you had was a 2021 or newer!" with an attitude - sorry, but attempting to make your customer look unreasonable when you've given a customer a vehicle with accident damage and completely ignored their request for vehicle type is ridiculous behavior for a CSR. I'm still in said Nissan Pathfinder now, and despite asking to be called when the Avalon returns for a trade-out, have not received any contact two weeks later - I have given up expecting the usual Enterprise customer service at this location, will avoid using them versus other locations in the area if necessary, and will stick to Hertz for my corporate and personal rentals due to their far better customer service. If you just need a vehicle, and any vehicle is okay, this location will do - but otherwise, avoid it. UPDATE - 1/16 - I've had the branch manager, Toya, reach out to me since Enterprise's response below, and she has been making every effort to fix the earlier issues I experienced with my rental. She has made some adjustments and been proactive in calling me to get things straightened out, which has been a huge help. While the initial items above created a rocky impression, she has been turning this around. Will follow up on my review at the conclusion of the rental for a final update - as they say "sometimes it's not how you start, but how strong you finish". UPDATE - 2/23 - I went through confirming closeout, and there was another prior miss from branch staff on the final bill total, which Toya attempted to help on. At the end of the day, the early issues with the rental left me with a $900 bill out of pocket. Not great, not atrocious, but this leaves me questioning Enterprise for the future. Be thorough, be cautious, and hope that you can work solely with the manager.
Feb 29th, 2024