Enterprise Rent-A-Car

We were very happy with the service at this Enterprise Rental. I was pleased that I got a ride home immediately after I returned my car.

Funny story.
The car I’ve been renting from these guys was stolen this morning. Home invasion, perpetrators found my keys in the kitchen and drove off with my car. CLEARLY, you never expect something like this to happen. It’s my fault for not taking out insurance on the car when I initially rented it (lesson learned there), so when this happened, I immediately called Enterprise to let them know. Being that this has never happened to me I was ignorant to all the policies and procedures involved with claims and whatnot, so I blindly signed my rental agreement where it said «We’ll take out $ 50 now, and since you have a $ 1000 deductible, you’ll be responsible for any damages up to the $ 1000.» Knowing this, I called them to see what was going on with my car when CAMERON RACINE (manager) said, «Yeah, we’re gonna go ahead and take out the $ 950 because that’s what you owe.»
I told him to PLEASE not do that because obviously I was unprepared for this to happen and didn’t budget myself for this. I told him — BEGGED him — not to do anything just yet because I had no food in my fridge and still needed to pay off primary bills and buy groceries. I told him that if he were to do that I would have NO money to live on until my next paycheck, which isn’t for another 2 weeks. He might as well have said «TOO BAD» because he had zero sympathy for my situation and said he was going to run the card. I asked him — BEGGED him — to please consider a payment plan option in which I would pay them $ 300 once every week for three weeks until it was paid. He said he would speak to his boss and get back to me. We hung up and I waited…
While I waited I decided to go outside and get some fresh air and calm down. Just for shits and giggles I decided to check my bank account to see where I stood and to see if it would be possible for me to pay them MORE than the $ 300 I initially offered to pay for my first installment. You know what this asshole did? NO MORE THAN 5 MINUTES AFTER OUR CONVERSATION HE F*CKING RAN MY CARD FOR $ 950! He said he would get back to me to let me know, and instead he just ran my card for the full amount without warning me, even after I BEGGED him not to because I still needed to buy groceries and take care of my primary bills. I begged him to empathize with my situation, but this guy adamantly refused to even consider it. No less than 12 hours after the car was stolen — I don’t even think they bothered to look at the police report — they got theirs and left me to live off of $ 50 for TWO WEEKS.
I’ve NEVER experienced anything like this in my life. Even when I ran a bartending school and people couldn’t pay the full amount, I always empathized with them and worked with what they had in their budget, so long as there was an agreement or contract that we could pull money from their account at a set time. When I called him back to ask WHY TF this happened, he said, and I QUOTE, «It’s whatever, I ran it.» I’M NOT KIDDING! This dude, CAMERON RACINE, actually said that to me. I asked him to repeat what he JUST said to me, and he kept repeating that his boss told him to run my card. I was like, «You told me you would see about giving me an option to pay in installments! You said you would speak with your boss and get back to me to see about this being an option, but instead you just ran my card because it’s ‘WHATEVER’?? How could you do that? You told me you would see about working with me, but you couldn’t even give me a courtesy call to tell me you would be running it? This is so wrong… This is SO morally and ethically wrong.»
At the end of the day, Enterprise DOES NOT live up to their customer service promise. Customer service, my ass. IT’S WRONG. What they did — they way they treated me today — was ETHICALLY and MORALLY WRONG on so many levels. It’s disgusting. I never said I wouldn’t pay the $ 1000. I was willing to work with them, but instead of working with me, they screwed me.
F*ck Enterprise, and F*CK YOU, Cameron Racine. You are a low, unsympathetic human piece of trash. I have no money to pay for my food for 2 weeks thanks to YOU. If this sort of behavior is common with all Enterprise employees, then do yourself a favor, people: Always get insurance on your rental and NEVER deal with Enterprise. They won’t care if you have 3 babies to feed and $ 2 in your bank account. They’re just greedy bastards unwilling to sympathize with anyone’s situation. They’ll take your money and straight-​up f*ck you if they have to.

On 7÷6÷15 at approximately 9:00 a.m. I arrived at 1790 S Broadway in an attempt to extend my contract and switch vehicles. I was greeted by Ryan, a customer service agent. I quickly informed him that I would like to switch out my current vehicle with the car he had on his lot. I was informed that the vehicle I wanted was already reserved. I had two options at this point; leave and he’ll contact me when he gets a hold of the vehicle I wanted but I opted to stay and wait. Not long after, another customer walked in. The other customer didn’t like the first car he was offered. Moments later, he was offered the vehicle that I wanted, the vehicle that was «reserved.»
To cover their tracks, I was then told that the other customer had reservations. Basically, I was treated as if I’m in second class because I am not a new customer. At approximately 10:00 a.m. I was informed that if I wanted the particular car, that I would need to spend an additional $ 50/​day. Mind you, this particular vehicle is the same class as my current vehicle (SCAR-​Standard Car) Basically, Ryan couldn’t make any more money off of me and named an outrageous price to make me leave.
I was polite and courteous. I expressed my concern twice and Ryan had no intentions to make it right. All he was concerned about is how much money he could make off of me and when he realized there was no more to be made, I was kicked to the curb. I felt very belittled by the time I left this location, as if I was a step child no one wanted.
This location fails to meet Enterprise’s Mission Statement:“To be the best transportation service provider in the world, to exceed our customers’ expectations for service, quality and value, to provide our employees with a great place to work and to serve our communities as a committed corporate citizen.“
In the past, I’ve actively selected Enterprise for my car needs, but after this incident am considering other options.

Booked a car and received confirmation from Expedia, the next day when we went to pick it up at the south Broadway location in Denver, we were told that they were sold out. We were told that Expedia must have had inaccurate information at the time we booked it, and that was that, «sh%$ out of luck». Audry or Aubrey, one of the managers, had the wrong attitude for her title. She was short, unappologetic and had to walk away when I was commenting about the lack of customer service because she must have become too angry. You see when we were told that the car we had booked was not available, that was it, we were supposed to just say thanks and get back on a cab and head to our hotel. So WE asked if there were any other locations close by with any cars available, this is when Audrey went «ABOVE AND BEYOND», (this is what she said about her own service) She told the other gentleman in the room (he was actually trying to help and had the right attitude) to call another enterprise location to see if they had any cars. So he did and they found a place in Littleton (no idea where this is) however, WE had to go get it. Oh wait… WE don’t have a car!!! SO one would think that their excellent customer service would get us there since we were in no way at fault for this mess. But no, we had to get their on our own. Oh but Audrey went «ABOVE AND BEYOND» to get us an über coupon for $ 20. If you are familiar with cab prices or über prices in the area, you will know that the $ 20 is crap. We understand that there was some sort of failure on the booking site, but how is that our fault. How is it that a national, international company has no availability in a major metropolitan city? How is it that their managers were unable to do anything about it? In the world of customer service there is ALWAYS A WAY TO HELP THE CUSTOMER, unless you are lazy or can give three f*$%$. The place with the available car was 9 miles away, so if they truly wanted to help, they could have driven us there to get the car. We had our little 8 y/​o with full gear to go ice climbing. An awesome trip we had planned and paid $ 300 for. Now we are sitting in the hotel hoping we can get that money reimbursed. The worst part was that this girl Audrey thought she had gone above and beyond to help us! This is what she told me when I complained about their lack of customer service, ” I don’t know what to tell you, I have gone above and beyond, I didn’t have to call another location and I did” wow! thanks Aubrey, Audrey… you know the definition of that term! Good management skills! Hope you get that promotion. I will say that the other young man with her (December 27^th @8:30 am) was the most helpful and showed honest concern and WAS actually trying to do something. He has potential, just needs to think outside the box when really trying to help customers in need. I never ever write reviews because I never think the time wasted writing them is a good use of my time, but the fact that this was an awesome family adventure we were really looking forward to and the fact that this girl was so incredibly wrong about her service made me write this review. Happy Holidays!

The rental process went fine, but my husband had to do all the dealing while I waited outside, because I am allergic to chemical perfumes and this office was full-​on scented like a gas station bathroom. Horrible. The car itself has a «new car» smell that I am ok with for a short while.

I make it a point of pride never to review anything on the first try. That’s not a critique of all-a-y’all who do that; if you had a bad experience at a restaurant that’s been review 100x, it is totally legit to give them one star because the food and service were slow. If it was an aberration, the other 99 reviews will set it straight. All this is a preamble to me saying that I’m really cautious about my reviews until I’ve had a couple of experiences with a company.
I’ve rented from Enterprise on S Broadway three times, and have received fantastic, immaculate, respectful and helpful service every single time. I’ve dealt with Parker (the manager) and Erica (Asst. Manager), and have always had great service. Once was after a car accident, and they coordinated seamlessly with my insurance company and auto body shop to have the car ready and covered when we needed it. They fit the price of the car to my auto coverage, even though it was technically one size too big (I should have been charge $ 3 a day).
Another time, they went out of their way to get me a car even though they were plum out.
Cars have always been clean, running well, and damage free. They don’t have a ton of cars, so if you *need* some specific sized SUV or something, you might need to reserve way in advance or you’ll probably have to go out to the airport.
If you need a car and live in town, they’ll take care of you.

I made a last minute online reservation last weekend. Not only was the price outstanding, but Parker was the most accommodating Enterprise employee ever! It was busy, but he had me in and out in no time. I’ve often used this company over the years and never recall a hassle or problem! I simply will not rent anywhere else.

My roommate KNEW getting a car would be a hassle because she’d cancelled her credit card months earlier. She called to talk to these people THREE TIMES to make sure she knew exactly what was needed day of. They told her the bigger problem was that she was not a resident (which doesn’t even make sense) but that all problems could be solved by bringing someone who was a resident and could provide two bills, a major credit card, and ID. They also told her that she should NOT call any other company because they would run a credit check and that would impact her credit. She brought said person (me) and they still wouldn’t rent to her, and gave us a whole new made up story about why, then repeatedly blamed us for their issues, starting an endless array of sentences with ‘we assumed’ and using a tone of voice that implied that we were beyond stupid for not anticipating their beyond irrational assupmtions. I’m sorry, but you explained your policy the same way on three different occasions on the phone, then differently when we were there in person. There’s no way for a customer to plan for your lack of communication skills, training, clear guidelines, or willingness to lie in advance, and I shouldn’t have to. I won’t be visiting this or any Enterprise again, it’s just not worth it.

Reserved a luxury car for a special trip for my wife two weeks in advance. I then called ahead on the day of the rental and they said they had my car. When we got there, they didn’t have a luxury car, but they had a full sized which we reluctantly agreed to take, but it was filthy. So we told them we would go to lunch and come back.
«Take your time» said the clerk with a smile.
When we came back an hour later, I was told THEY SOLD THE CAR.
Read that again, THEY SOLD THE CAR! W T F???
And they offered us a Hyundai instead. And because it was now 4 hours later and late in the day, I had no options left. I left, never to use this despicable, inept, lousy company again.
Oh, and their 800 «Customer Service» line gave me a lecture about how they don’t guarantee cars. WELL NO SH1T! Then why bother selecting a type of car??. Just have a big spinning wheel and take whatever comes up.

So I scheduled a reservation online at
.
I called Enterprise right after to schedule a pickup and got everything setup for the next morning.
8:00am rolls around, and no car. 8:05 and I decide to call because I cannot afford any slack in my timeline, and I paid for a rental that started at 8:00. When I called: «Oh, I’m so glad you called. We didn’t have the area code for your phone because someone made a mistake and we couldn’t call you. We can’t come pick you up because it’s 20 – 30 minutes and it’s snowing and there’s another Enterprise closer to you.» Please note, the snow was melted, and this was a TEN minute drive. Also, this is five minutes past the time they already were supposed to pick me up.
I have to get to this enterprise because I purchased insurance through
and didn’t want the added stress of moving it to a different company or finding out if it could even be transferred for the day. I shouldn’t even be having to think about all this. I took care of it the day before for a specific reason.
So, I get on the bus and spend more money getting to my rental car. And add 30 minutes on the bus that I didn’t have.
I get there and there isn’t a reservation in my name, even though I had everything completely set up the day before. There isn’t a single attempt at customer service until I ask «Are you going to give me a discount because of all that has happened in the past hour?» The manager I’m assuming walks up and says, «Oh, 10%.» Please note, I was not being polite at this point and was REALLY upset, «That is not going to fix this.» Because the rentals are pretty reasonably priced to begin with. So, they give me a 20% discount and a free upgrade.
** I will say, Ryan, the gentleman that dropped everything else to get me out the door was VERY friendly and polite. I give him props. I really appreciated his service because I was grumpy and rude at this point.
BUT the fact here is that I had two job interviews, which is why I rented the car, and Enterprise made me over an hour late on my schedule, and added a LOT of stress to a time when I didn’t need additional stress. I then had to drive like a crazy person to get to my first interview on time, and it cost me additional money to ride the bus instead of getting picked up like I had set up.
It was a HORRIBLE experience. I hope that Enterprise reads this– It is NOT okay to just not call or email someone, and not pick them up, when they are expecting a pickup service and a rental car for a day. Bottom line. And on top of that to not make their experience AWESOME in order to make up for it is just horrible customer service.

Put my pregnant wife into a rear wheel drive car having assured us it was front wheel drive, with a snow storm coming. Dangerous. And when I told them it was a rear wheel drive car, they refused to believe me — are you serious?! Would never come here out of choice.

I had to wait 4 hours at Larry Miller for a rental car that should’ve been on reserve for the dealership in the first place. Apparently, «we’re getting a car ready» means the same as «we don’t have anything available at this time». When the car finally arrived, I noticed the interior and exterior were filthy and there was only a quarter tank of gas. I voiced my concerns about the lack of preparation and was waived the fuel fill-​up. Thanks for the 2 gallons of gas!

Geico hooked me up with a car rental after my Jeep got totalled. They set up the reservation and not 20 minutes later, Enterprise called asking me when I wanted to pick up my rental car.
They were super flexible and accommodating and called to check in and make sure everything was OK. They even offered to drive me back to work when I dropped it off after 2 weeks.
There was only a short wait each time I went and I was in and out in no time. I just feel bad for the lady in front of me who was getting a rental car because her Subaru got stolen from in front of her house. That’s gotta suck. And the people at Rent-​A-​Car on S. Broadway realize that and do their best to provide excellent customer service.