Enterprise Rent-A-Car

I had a extremely poor customer service experience at this location and in the process of filing a complaint for both customer service and billing with the regional, and if needed the corporate office. I called to try to resolve and speak to the manager at this location yesterday at 9am, was told the manager was with a customer, gave my contact information for the manager to call me back and I never received a phone call back from the manager.
If you decide to use this location I highly suggest you take a photo of the gas tank at time of pick up and at drop off and provide a receipt with date and time. Whatever you do DO NOT drop off at Ford dealership if utilizing Enterprise for a car rental for service at Ford. I dropped my car off at Ford with a half tank of gas that was at the level I received the rental in and mysteriously 2 gallons are gone and I am at fault. I can’t account for whom, what and where the car was from drop off at Ford to when it got to car rental location.
After I confirmed over the phone my charges since I was dropping the car off at Ford that day, I noticed that I was charged an additional 40.00, which no one called to notify me of any additional charges or even provide me a final receipt/​statement.

Top notch from start to finish. Picked up right on time by a friendly driver, met by friendly faces and fantastic customer service when I arrived, and when I dropped off service was still wonderful. Great staff — I will definitely be returning to this location!!! A plus plus!

This place has very nice people that try hard however, be prepared to wait, and wait and wait some more. It is absolutely ridiculous to make people wait that are there to simply turn their rental in. I told them I would return at noon on Friday and showed up at 11:57am on Friday (3 min early). I waited over 45 minutes to turn my rental in. VERY FRUSTRATING! Why can’t they do it like Hertz and have an express check-​out?

sat waiting for 30 minutes only to then have them try to upsell us and then browbeat us on insurance.
this sort of terrible customer service is ripe for disruption.

This is the worst car rental service I’ve ever had in my life! We reserved a car we drove over to pick up the car, we waited for hours and they kept saying some cars will come in. Cars that were not comprable to what we needed we’re coming in randomly. They never offered to upgrade us and after 2 and a halfhours we left and decided to drive our own car. What’s the purpose of having a reservation if you can’t have the vehicle ready for the customer. They said that the person who makes the reservation is not on their site which shouldn’t make a difference. I wish I could give that another zero. They contacted me saying they wanted me to contact them. I already called their corporate headquarters and I never received a phone call back regarding my complaint.

My experience at the San Juan Capistrano office was over the top.
From the moment I the delightful young man picked me up at my doorstep to the morning I dropped off my car!
I would most certainly refer friends and acquaintances to the San Juan Capistrano Enterprise office!
Well done y’all!

Due to several recalls from different auto makers, Enterprise was swamped. I witnessed «Jake» deal with this chaotic situation in a manner I have not witnessed ever in Orange County. He was calm, polite and even smiled. This office has always been professional and polite and I have never had to wait more than 5 minutes. The icing on the cake was that my bill was 50 bucks below what I was told.

I was told to come on down an pick up my car. Upon my arrival they didn’t have the car and I waited 2 hours to find out I wasn’t going to get a car. I called customer service to let them know what happened and they told me the area manager would call me, I’m still waiting 3 days later.

The car ran wonderful. The staff was amazing. We had some issues with the cleanliness and did everything they could to make it right. I appreciate all of their help and Jacob the manager really cares about his customers. We have and will continue to rent from only enterprise.

We were in need of a rent a car for a month and we live locally so we made a reservation at this location. From the moment we walked in the door we received five star service. To our surprise they gave us a free up grade for the entire month. Let me just tell you how great it was for my husband to go from a compact car to a 2016 Ford F-​150. Thanks Enterprise you guys are fantastic!!!

I had an issue at this location of not being charged correctly. I was so frustrated after several calls even to the Corporate office and having to repeat my issue over and over with only to get the run around. After weeks of complaining I finally got a hold of Chris Eagen the Area Manager… let me tell you Chris was a breath of fresh air. Chris really listened and did not make excuses he corrected my charge and really seem to care. I thought I would never rent from Enterprise again but after Chris following through and making things right I am and I will still rent from here. I think Chris Eagen should be the «Corporate» Manager because he really knows what customer service is all about and he is honest, cares and didn’t try to blow smoke. Thanks Chris for listening and understanding!

I’ve had to use multiple Enterprise locations due to a horrific car accident. This one is the best! Taylor and Jake have made my life so much easier and renting here is a breeze. You are always greeted with a smile and everyone in this office is friendly. Excellent customer service… Thanks Again!

Great group of agents at this location. I’ve used this location several times before always in & out, great service with a smile, good selection of cars & clean and if there’s any wait time you can always go in the back garage and shoot a few hoops :) Great idea to make a reservation because they are always busy.

Having rented from several Enterprise stores in the area, Jon’s location runs smoothest and friendliest. I always appreciate the great customer service.

After declining insurance we were still charged $ 23.99 a day supplemental insurance for 14 days of the 15 days that we rented the vehicle. Why 14? I mean, if you’re going to rip us off, rip us off for entire 15 days. This is one example of the unorganized and shady business practices going on here. We said, «No, we don’t need all that, «when asked if we wanted the extra insurance because USAA was paying for the rental. The young man then said «okay, initial at the x’s.»
When we turned in the vehicle they said we initialed for extra coverage. The guy had x’d the boxes for extra coverage after we declined it and therefore we initialed unknowingly. Also we made arrangements for me to switch on the 6^th day for a less expensive vehicle since it would be parked at the airport for 4 days while I was working (and insurance wasn’t covering that portion). When I drove down to switch vehicles they would NOT honor this because my fiancé wasn’t with me. He made the arrangement on the phone with them the prior evening for me to switch vehicles because he was going to be working and they said that they would not honor it once I got there. I left with the same vehicle.
When we turned in the car and disputed the insurance charges, we were told by John, the manager, that he would speak to the young man that handled our reservation. It was interesting because the young man walked in and we stood up to talk to him to discuss things and John said not to, that he would speak with him and would not allow us let to try and resolve it there. On August 18^th I made a call to complain to corporate and was told the district mgr would be calling me and it is now August 31^st and I have yet to be contacted, although I called the corporate office 3 times since the 18^th to follow up on our complaint. Meanwhile, Enterprise ran the charges through (almost 1k) including the $ 324 insurance charges. Our insurance USAA is now involved and we’re hoping for a resolution. Do not rent from them! They are dishonest crooks!

Great service — had to rent a van last minute — they didn’t have what I needed so they worked some magic and got me exactly what I needed.
Great group with a great attitude!

A great weekend in Oceanside was capped by a rear-​end accident on Sunday afternoon in San Clemente (we were the rear-​endees). There were no injuries, but my car was not drivable. Due to the timing and location, I needed to rent a car to get home (in Los Angeles) and Enterprise is my insurance company’s affiliation. As it was a weekend, the only available Enterprise agency was at John Wayne airport (a $ 66 taxi ride away from the towing agency’s lot in San Juan Capistrano) and I would need to bring the car back to that office before I could rent my insurance rate rental the next day at an Enterprise office away from the airport.
On Monday, I needed to go back to my damaged car and get some things out of it. In the same light industry complex on Avenida Aeropuerto was an Enterprise agency. I stopped in and asked if they could possibly help and they did. The agent who came to my rescue was a prime example of someone knowing his company’s business (taking care of customers) instead of his job (enforcing a policy).
A huge «Thank You» to the Branch Manager at Enterprise, San Juan Capistrano, Jon R. Minkin.

Absolute worst service I have ever experienced in my life. DMV employees are more pleasant…
Here’s how It went… I reserved a full size car to pick up at 5:00 on December 23^rd. I arrived at 5:20 and walked up to the counter. I interrupted the incredibly inappropriate conversation going on amongst the staff and was awkwardly acknowledged by a 20 year old kid that had no idea what on earth was going on. I gave him my information and he asked for a credit card. I stated that I do not use credit cards and I only had a debit card. He stated that there would be a $ 300 deposit. Okay, no problem. Then he proceeded to hassle me about what city I lived in. Apparently you can only rent there if you live in capo or dana point. I do live in dana point, though my license still says laguna niguel. The «manager» said I had to «prove it» so I had to dig through my email to find a utility bill. After looking at the email for 3 seconds he deemed it fit.
Here comes the good part… As the idiot walks us out to our «full size sedan» he tries to pawn off a compact sedan. Unfortunately for him, I did my homework. I called bullshit. He then brought us back inside to idiot manager who offered us a discounted rate. No thank you. I rented a full size because I needed the space. He proceeded to tell me I was «out of luck» and that was the only sedan they had! So after trying to cheat me on the car I paid for, he then told me he had no other options. He did not offer to call another location, give me a larger car to make up for THEIR mistake, nothing.
I now have to drive my Honda Accord coupe to Phoenix with four adults, a Rottweiler and a trunk full of presents. All thanks to the mental midgets at enterprise.
What’s so appalling is that I’ve been a loyal enterprise customer for years. I’ve never been treated so poorly. As a manager myself, I know how this situation should have been handled. Instead, enterprise hired a dishonest scum bag for $ 25k a year and have lost my business forever.
My Christmas gift to you is this fair warning!

Enterprise reached out to me with an apology. The personal call was enough to make me give back the stars! Thanks

Recently I needed to rent a car while my car was at Capistrano Toyota for repairs. I have rented cars from Enterprise for quite a long time so whenever I need a rental Enterprise is the first car rental I think about.
On this particular rental, I requested the least costly vehicle since I was only going to drive it 80 miles a day for maybe 5 – 6 days tops. The rental agent went through all the sign here and initial there routine and I specifically told him I did NOT want the added vehicle protection if the car was stolen or damaged because my car insurance covers it. Unbeknownst to me, he added this insurance onto my rental and I complained about it.
The person who I turned my rental car into said he was new to this location and he defended the agent who assisted me a week earlier telling he that he was an upstanding agent and the whole 9-​yards about how he would never mislead their ‘valued’ customers. BUT he did mislead me!
I had my paperwork with me and this second person who said he was a manager took this paperwork and did not return it to me. It was like he was purposely trying to make sure I had no copies of this transaction. We settled on me paying for three days or about $ 72 of the total billed insurance cost. I was too upset to even remember to get my paperwork back.
When I asked for his business card he said because he was new at that location, he did not have any. So I asked him to write his name on my paperwork (which he took and never returned).
I never had any issues with other Enterprise outlets. But this guy who took my rental back just rubbed me the wrong way. I knew many rental agencies try to nickel and dime you for extra profit. But he insinuated that I was a liar and it did not make me feel good to be called a liar.
I gave them a 2-​star rating because the gentleman who drove me to and from the dealership has always been friendly and courteous to me. He is an older man. He deserves a 5 star rating. The desk agents treated him like they were above him and that also put me off on this location. I have used this location three times. But this was the worst I was treated.
Make sure you read ALL of the areas which has any dollar or price in them and cross it off with a NO with your initials so they cannot tell you otherwise! I will probably use the Enterprise location up off Avery and the I-​5 for future rentals.