Enterprise Rent-A-Car

From pickup to drop off, the best experience possible. I am an Appalachian Trail thru-​hiker, and the reservation went smoothly, pickup was prompt, the staff was courteous and friendly, willingly going beyond what was necessary to ensure I had a good experience. Highly recommend

Worst experience I have ever had at a car rental place. I use this location often because it is the closest to where I live. I will never go back. I will drive an extra 40 miles to go to a different enterprise store. My last experience is the straw that broke the camels back. I ordered an SUV a week ahead of my pick up date. I show up and all they have is a fiat or a pick up truck. The worst part of all of it is the attitude of the blond girl that works there. She is rude and acts like anyone who comes through the door is a bother and if there is a problem it is your fault not hers. I would recommend getting rid of her and your ratings might improve.

Six months prior to needing a rental, I reserved a LARGE SUV (comparable to a Ford Expedition, Chevy Tahoe, or GMC Yukon). I inputted that it was REQUIRED to be a four wheel drive vehicle (not all wheel drive, but FOUR wheel drive. Both are indeed different and not the same). I also called after reserving it online and indicated that it NEEDED to be a four wheel drive vehicle. They said they will ensure that they have one for us.
Around the three months till our rental, I had called them again and reiterated that it needed to be a four wheel drive vehicle. They stated that they will make sure they have one available for us when we arrive to pick up our rental.
The day of the rental, I walked there to pick it up. Our usual vehicle was inoperable and my husband was at work, Enterprise was less than a mile from my home so I walked. Looking in the parking lot playing «which one is ours» I see nothing that was comparable to an Expedition or Tahoe. My hope in our rental with Enterprise was dwindling before I even walked into the office.
I walk up to the desk, and they have a Chevy Equinox for us. Not knowing what an Equinox looks like, we go outside to do a walk around. An Equinox is in NO WAY comparable to an Expedition or Tahoe. An Equinox is a STANDARD SUV (and all wheel drive), it does not have the ground clearance comparable to an Expedition or Tahoe, nor did it have four wheel drive that we required when we requested it six months prior.
I complained to them about it, they stated that «four and all wheel drive are the same thing» (those who have driven both know it is NOT the same thing, and I told them as much). I told them that I reserved this six months ago stating it was required that we have a four wheel drive vehicle and an all wheel drive low ground clearance will not do at all. It wasn’t even in the category that we had reserved, so in a sense we would be paying MORE for a lower category vehicle if we used the Equinox!
I said they need to get one out here that has four wheel drive. I called up my husband who was also not happy with Enterprise, and our hopes for a good vacation were going up in smoke.
The receptionist behind the counter informed me that they have a four wheel drive vehicle (a four door Jeep Wrangler) in their Winchester office (about 30 minutes drive from Charles Town) and it is not reserved yet. I asked them to get it for me. They called and said that it is reserved for me. My hopes were being raised, though my trust in Enterprise was not high because I was guaranteed that I would have a four wheel drive at the place I rented it from, so why should I trust this?
I should have insisted Enterprise, since they messed up the reservation, should get the vehicle here, however I was so fed up with them that I agreed to take the Equinox and drive it to Enterprise in Winchester in order to pick up the vehicle that SHOULD HAVE BEEN THERE IN THE FIRST PLACE!
I wasted at least 1 ½ hours out of my time for a screw up that Enterprise is at fault for.
I have little expectations for any rental with them anymore, and intend on renting from another company in the future.
I’ve rented from Enterprise for several years, many times. I’m sad that I cannot trust them to get us the vehicle we reserved for us anymore, especially since the wrangler was indeed NOT rented out, and could have been delivered to Charles Town that day by an Enterprise employee.