Enterprise Rent-A-Car

This was our first time renting from Enterprise in DeKalb and it was a great experience. The staff was very friendly and professional. The process was smooth and as expected. Will definitely use them again!

I had a great experience renting from Enterprise. The checkout process was quick and easy. The car was new and clean and had almost a full tank of gas. I didn’t have to wait at all to get a ride back when I returned the car. Everyone was very professional and friendly.

Was told I would be picked up by someone at 3:30. It is now 4:00. The body shop I’m waiting at to be picked up at is less than 5 min away from there. Don’t do business with these people.

I had a very pleasing experience with renting a car here. I had been involved in an accident and my car was in the shop for a little over a week. My insurance company set up the rental. I did not have to deal with any red tape with my insurance company, nor enterprise. They sent a driver to pick me up at a specific time and he arrived in the car that I would be driving. The driver was friendly and we had a chat on the way to enterprise. When I arrived, I did a walk through with the man at the front desk and he was very polite and informative. He tried selling me some kind of insurance (I hate when people try to sell me shit I don’t need) but aside from that, very professional. The car that was given to me was very clean and in great running condition. It was a 2014 Nissan Sentra. It had close to a full tank of gas and I’d say the entire process took me about 30 minutes. They take a $ 50 deposit on a credit card in case of damages etx so if you are renting, be aware of this. When I returned the car, I dropped the keys in their drop box and my deposit was refunded within 48 hours. I would use this enterprise again, even though I hope I don’t have to! ;)

If I could give the Enterprise Car Rental office in Dekalb, Illinois less than 1 star, I would.
I tried to rent a car on July 1. I made the mistake of wanting to use my Visa debit card. I had called the office the day prior, asking what additional paperwork I need to bring when using a debit card, and I was told to bring a valid insurance card (easy peasy) and an up-​to-​date utility bill to verify address (not a prob). So the nightmare began with the attendant asking me if I had paid off my utility bill. I explained that the bill wasn’t due for nearly three weeks, and it hadn’t been paid. He then called the utility to verify that the bill hadn’t yet been paid. Wha … what?
The attendant then asked me if I owned or rented my home, and how long I had lived there. He then asked the name of my employer, what my title was, and the name of my immediate supervisor. After this (yes, there’s more), he asked for three non-​personal references that he could contact to verify my residence and employment (and this was at 7:45 in the morning). When I showed a hint of bewilderment at his reference request, he also told me that he’d need to contact the local police department to check if I had any outstanding warrants that might impede my ability to rent a car.
Once again, we’re talking about renting a car …
Needless to say, I grabbed my paperwork and left the Dekalb, Illinois Enterprise. I DO NOT recommend this rental office, nor this rental company, to anyone.

I would be wary about using this location. In March 2012, I was in a car accident and needed a replacement car to drive– quick. A friend who works for another Enterprise location referred me here, so I called them. Unfortunately, I was in an accident Friday evening. I tried calling Friday night… they were closed. I called Saturday several times. The phone rang and rang and rang. I left a message, called again… They were closed by noon. They were closed Sunday. I got up early on Monday morning and called. It took five calls before I was able to get through to someone. They told me they couldn’t get me in a car that morning (they have a very small lot) but they could help me if I could be there by 4:30. I asked if I could make it later since I had to work, and was told that if I was any later than 4:30, I would have to wait until tomorrow. Well, I managed to find someone to cover for me, I arrive at 4:30 to find a long line of people waiting, and only two girls working frantically. It was 5:15 before I was helped.
During the inspection, I pointed out a few dents and scratches. She never asked me to check for hail damage (in fact, she showed me a circle the size of a half dollar and told me to only point out anything larger than the circle) but when I returned the car, they told me there was hail damage and I would have to call my insurance company to file a claim. It hadn’t even hailed! Well, I ended up having to call the regional manager, and kept going up the ladder until I got someone out to actually look at it. The supposed hail damage was practically invisible! I found out from my friend that if there’s hail damage and it can’t be pinned on a customer, it comes out of the manager’s paycheck. Well, no wonder!
Thought my nightmare with them was over once I got them to drop the claim. Nope. They had no record that my insurance company would be covering my rental car, and even though they were supposed to give me a discount, they hadn’t. It took WEEKS to get them to refund my money, and even now I’m not sure I got everything back.
THEN, over a month later, I got a letter in the mail. My iPass hadn’t registered, and I’d missed a toll. They told me in the letter that I would be charged the price of the toll that I missed. I called them and spoke with someone to make sure that would be the only charge. She assured me that it would be. NOPE. They charged me a $ 15 convenience fee. This would have been fine with me if anyone told me that they would charge me for it! The fact that the letter said nothing and the associate said nothing when I specifically asked was ridiculous.
My friend who works for another Enterprise district is so embarrassed for referring me. The manager at this branch is incompetent. She continued to try to pin the hail damage on me even after I reminded her that she personally had never asked me to check for hail damage, nor had she checked herself. Unbelievable.
There is a Hertz next door and an Avis down the street. Go ANYWHERE else. Shady business here. Don’t really know what they’re doing…

I have rented from this location a few times for work trips. While I do get a vehicle and it works out somehow, I sort of dread going here anymore. Sadly my employer has Enterprise preferred over Hertz, so it is sort of difficult to go to Hertz instead and later expense it. I am sure our company rental volume would boggle your mind.
I have always booked at least a week in advance so there should be no problems getting the type of vehicle I requested. Their vehicle pool is scarce and they must not pull from other Enterprise locations. If the vehicle type you need has not come back from the prior rental, there is not a comparable vehicle as a backup. In some cases this just can not work for what I need, leaving me screwed to find an alternative.
Mostly my gripe is due to their blatant understaffing. Which is Enterprises’s resourcing problem and not the customer’s. Although it certainly affects their customers. Most of the time when I call there it constantly rings. If someone picks up they are on a mobile, cannot offer you any help, and have to call you cal when they are back at the location. **If so understaffed then why still offer customer pickup/​dropoff?**
I have to give credit to one of the younger guys working there. I watched him run around trying to do every single task (checking in, calls, checking out, washing cars, etc) at that location to care for the customers. He was the only person working that day! I hope management commended him since I would call that working above and beyond. I would hope he is paid well.
I inquired where everyone else was… the response was that someone quit, they had not replaced them yet, and the rest went to a company training event. **Really…understaffed and then sending what little staff you have to training?** That is simply infuriating. If Enterprise has a regional rep covering that location I highly suggest replacing them with someone competent to get this location back into shape. Really sad.

My husband and I went back to his hometown to visit his mom who had been sick. Over the years we have used Enterprise where we live in California and also in the Midwest when we visit, and always had positive experience. When checking out a car I saw a lumina that just was returned it was still dirty the girl helping us said no problem we will have it ready in a few minutes, I told them to take their time. When the car was returned it was wet and not that clean. I didn’t want to be a pain so I didn’t say anything. As the inspection was going on my husband pointed out a couple of scratches.
We returned the car 5 days later we put no more than 100 miles on the car the whole week. When checking the car back the lady said to me there’s damage to the car a couple of small indentation on the roof I was in shock I thought I was being punked, when I was shown the two indentation they were hard to even see, I told her there was no way we could of damaged the car we barley even drove it. The Rep said she had made a notation the roof did not have damage. The car was wet and dirty it could of been overlooked, plus it had hailed the week before. I was so upset by then I had to walk away. I was in disbelief we were being accused of damage that was already there. When we got back to California my husband called the regional manager who looked into the claim and called back saying they were going forward with the claim. My husband even wrote the CEO a letter there was no response (surprise). For a company whos mission statement is all about customer service and customer loyalty they did the complete opposite by not believing their customer. Instead of spending 100s of thousand dollars on training new staff and advertising why not make it simple, believe your customer and listen to them. That is how a customer will stay loyal. Enterprise will end up losing 10 times as much money from us. I will never rent a car from them again. I will make sure everyone in my family is aware of there shady business practices. I think the CEO should read his mission statement again, customer service and loyalty is all about listening to your customer and believing in them. If you don’t follow or honor your own practice’s, then you are in the wrong business.