Enterprise Rent-A-Car

Very friendly and helpful staff, and when there was a mix up about my rental agreement they fixed it within 2 minutes over the phone. Great service and I highly recommend them.

This place is absolutely horrible. After talking on the phone and setting up a car rental, we were put on hold for nearly 20 minutes only to be told they are completely out of rental cars. The people have no coordination between centers and have no idea what they are talking about. Their website said they had available rentals so we called again to double check but of course they don’t accurately update their website. Their organization is terrible and they are such a hassle. They should have said they were sold out of cars on their website to begin with and told us first thing on the phone before getting our personal information instead of wasting our time.

The staff were extremely friendly and helpful over the phone and face to face.
These branch gave us an offer significantly cheaper for a mini van than enterprise in different location/​city.
I definitively recommend to hire specifically from this branch!

Consistently poor service. I frequently use Enterprise, but this location always seems to find some weird way to disappoint and deviate from the quality I’m used to in Enterprise.

Arrived at 9 am to pick up my car on a Saturday. One staff member. When I arrived, there were 6 customers waiting in line in front of me. 70 minutes later, there are 3 customers in line in front of me. Oh and they called to tell me that the car I ordered did not arrive, so I need to pick another. On the positive side, the one staff member here is very friendly… clearly it’s not her fault that Enterprise doesn’t seem to know how to staff their locations. Oy.

I got rear ended today in a rental from Enterprise. When I called my insurance, they reached out to Enterprise and indicated that I should take the car to the nearest Enterprise since my car had part of the bumper dangling and was barely driveable (the back passenger side lights were also taken out so I don’t think they worked). Enterprise is the one who told them this so I figured it was okay. I drove it to this location since it was only about 3 miles away from the accident. When I got there the person working the counter told me he had no extra cars and I would have to drive to a different location. He called a couple different spots nearby and none of them had cars either. He told me I had to drive to Mountain View and he couldn’t have anybody come pick me up. He acted like his hands were tied and it wasn’t his job to figure this out for me. This is the opposite direction of where I was headed and in traffic would have taken me a very long time. I told him I felt very uncomfortable driving the car any further because I didn’t want to get into another accident while driving with a car that wasn’t very safe to drive. The employee here really just managed to waste a lot of time for me and but me in a situation where I had to drive an unsafe car (or pay for another option) after already having a stressful morning. Clearly the «we’ll pick you up» only applies whenever its convenient for the person behind the counter to help.

Worst experience renting a car from here.
I called a full month in advance to reserve a car for a family road trip since I have a Stanford student discount. The employee said that I could reserve the car and if I didn’t want it, could cancel anytime. And that was all she told me — seemed straight forward enough.
I showed up the day of my reservation with my family all at the location after coming in from essentially a red-​eye flight. When I went to the front desk, they said that I had forfeited my reservation by not showing up at the pick up time. I don’t ever recall saying that I wanted my pick up time at whatever time in the morning. I don’t ever recall them saying that I had to forfeit my reservation if I didn’t show up on time. Furthermore, they said that they tend to OVERBOOK rental cars since people tend to flake on their reservations. Even more frustrating and insulting, they implied that it was MY fault that I had lost my reservation.
No. It was not my fault. I never received a phone call from them ever asking if I wanted to keep my reservation. Nor did I ever agree or read anywhere on the confirmation email that I had to be at the location at the exact time for pick up. Terrible.
I spent over an hour with tired and grumpy family members waiting for a car but to no avail. They suggested I take a larger vehicle which I did not want at all. Instead, I had to take an über to SJC, get a rental car there, thereby incurring more expenses than I originally planned.
Don’t go to this location. The service is very unreliable. I also once rented a minivan for a summer program and the minivan I was given had NO gas.
If you really need to rent from enterprise, go to SJC. They’re more reliable and trustworthy.

Staff is very nice, but they are extremely understaffed. Almost half an hour to return the car on a Sunday morning. I won’t rent here again for sure. I’ve had much better experiences with Budget-​Hertz on El Camino.

So beyond upset right now. I was in a car accident last night and by the time everything was processed from that it was too late to pick up a rental car. My insurance company USAA set me up with the closest Enterprise to my house and told me to call them in the morning and they had arranged my rental for me. I called for a half an hour straight and off and on for an hour — no one answered. Absolutely reprehensible.
Called the Atherton location — no cars. They told me that the Stanford location has 10 reservations at 9am and because they’re so busy they probably can’t answer the phone. Umm… Excuse me? Not acceptable. Answering the phone is a customer service basic.
Called the San Antonio location and they’re almost out of cars but holding one for me. They can’t come pick me up since I live in Menlo Park, so I have to pay for a cab or Lyft out of pocket to get there so I can get a car. Not their fault, they didn’t plan on me. Unfriggin believable.
Unfortunately USAA only pays for Enterprise when you have had an accident so I’m stuck using them or paying what will end up being close to $ 1000 for my rental for the duration of my repairs. Avoid them at all costs

We’ve rented from here several times and have always been pretty satisfied. The most recent time, I thought it was going to be a disaster. I showed up late in the day on a Friday afternoon and they told me they were out of cars because of something unexpected (people had failed to return on time, I think). We had to drive to the Enterprise in Redwood City, which took about an hour in rush hour traffic (and then I had to go back to my home in PA in rush hour traffic also). So that was a huge frustration. However, the staff did everything they could and it basically took under a minute from the time we pulled up at the RWC location until I had the keys in my hand. They also gave me a car upgrade and a discount to compensate for the inconvenience. All our other rentals with them have been smooth and the staff have always been friendly and professional and efficient. So yes, there are some issues associated with the fact that they’re a very small office and have less inventory, but generally the experience is good, the rates are good and their cars are pretty good. Note: I’ve never used their pick-​up/​drop-​off services and we’ve had issues with that at other Enterprise locations (see:
)

Called this place 3 days in a row
Does anyone answer ever? No
Tore my hair out. Man, what is this?
Ain’t no way to run a business
Reserve with the one on San Antonio road. They actually pick up their phone.
And for the record: I was calling to arrange a pickup.

You should not use Enterprise Rent-​A-​Car on weekends. One of the staffs said they usually OVERBOOK the cars, so it often takes very long time to get a car even when you have a reservation. Sometimes you are forced to move to other branch to get the car. Also I often confronted the case where nobody was in the office when I wanted to return the key, so I had to wait for a long time in front of the office. Moreover, they usually charge one-​day fee even when you said half-​day or 3 hours rental many times. I decided to stop using Enterprise after a sequence of bad experiences.

The staff here are AWESOME! Jordan and Stephen have been great, super helpful and gone above and beyond in many ways.
For example, I’ve really appreciated that, even when faced with my impatience that demand outweighed their supply, Jordan was very polite and his customer service was great. He said the perfect thing, which was «How can I make this better?» and that instantly put me at ease and calmed me down even though I was running late. He showed me what a manager should say to be a good manager. (He also was nice even though it was clear I was stressing him out because I was running late.) Some stuff is beyond his control (mainly what cars he has) but he’s always been very nice. Stephen too helped me out another day and gave suggestions that I really appreciate that he didn’t have to.
The folks who work here really care about the customers. I wish they had more compact cars, but that’s not the staff’s fault. It’s just what they have available.

I rent with Enterprise because the location is convenient, the staff is pleasant, and they do free pickup and drop-​off. I recently had a few issues with my reservation, but Enterprise quickly and efficiently resolved my complaints and addressed the situation. After some not-​so-​pleasant rentals with a competitor company, Enterprise is the only car company I rent with.

Enterprise is always expensive compared to other car rental companies. The only reason I came here is because my job paid for the car.

Update: I wrote to Enterprise after the event in my older review and told them I gave them a bad review on Unilocal (as well as submitting an official complaint). They called me and offered me a free weekend rental. So I am giving them four stars, especially that I did rent a car from them afterwards on more than one occasion and the experience has been generally fine.

I had made a reservation a few days ago for an economy sized car. When I went in today, they told me they only had an SUV available or a damaged smaller car that they did not recommend driving. They would charge me the economy price but I was not comfortable drivig it:/. Still it is surprising and dissappointing that a rental car place would only have two cars available at a given time for someone who had made a reservation days in advance.

Renter Beware! The staff at this location is not familiar with their fleet. If you have any specific requirements, you are better off renting at the Redwood City (speak with Emmie) or Sunnyvale (speak with Jack) locations, both on El Camino Real.
I reserved a 4-​Wheel Drive SUV for a holiday weekend, well in advance. I made the reservation by calling the Stanford location directly, asking many pointed questions, and clearly stating that I needed a 4-​Wheel Drive vehicle. I was assured this would be available.
Two days before I was due to pick up the SUV, Harmony at Enterprise Stanford called me to ask if a Jeep Wrangler would be acceptable. I told her that I needed to transport 4 comfortably in a vehicle with 4-​Wheel Drive, and if the Wrangler met those criteria, it would be fine.
To make a long story short, the Wrangler did not have either 4-​Wheel Drive nor All Wheel Drive. Harmony insisted the Wrangler was 4-​Wheel Drive because that’s what it said on her computer. She, nor apparently any one else in the office, was able to look at the vehicle itself to see that the vehicle was not a 4-​Wheel Drive. Harmony made minimal effort to find a replacement vehicle, brushing me off with an insincere «I’m sorry».
I canceled my family’s 4 day get-​a-​way, as the location to where we were headed required 4-​Wheel Drive for access and there were none immediately available in the area. Imagine if I hadn’t known how to tell if a car was 4-​Wheel Drive, my family and I could have ended up stuck on a road somewhere or in a serious accident because Harmony doesn’t know her fleet.

Unfortunately, after writing a glowing review based on my service with manager Christian last week, I just had an utterly abysmal experience with the Sunday duty-​manager Stuart. I feel that he led me up the garden path and withheld information that would have resulted in us being able to rent a car at the time we needed. He was also rude (admittedly so was I at the end).
I spoke to Stuart on Sunday morning around 11am about renting a car for the day and told him we would need pick-​up. He told me he had no cars available but expected some back in the next half hour and promised he would call me. I acknowledge that I should have booked sooner (though it’s a moot point if the cars are not returned when they should be) but it’s what came next that has me most upset.
At 11.20am I rang to check on the progress, since I couldn’t find any other car rental places open on Sunday. I knew that this Enterprise outlet shut at noon so I specifically asked what would happen if a car was returned right before noon. Stuart said that this wouldn’t matter, that he was often there after noon on a Sunday «for this exact reason». I said «so we won’t miss out on a car if it’s returned right before noon?» and he confirmed this was the case.
I called back at 11.50am because I was getting nervous. He told me that a car had just been returned. However, he said that he could no longer pick me up because he didn’t have a driver after 12.45pm. I expressed surprise since we had previously told him we required pick-​up. I said that we were at least half an hour away because we would have to walk from Menlo Park. He said that was not okay because his systems would shut down at noon on the dot. This is the exact opposite of what he had told me earlier.
The frustrating thing is that if he hadn’t misled us, we could have started walking to Stanford at 11am or 11.20am in the hope of there being a car available. We would have made it in time and we would have gotten the car that was returned at ten to the hour. His office would have won our business — win-​win.
I tried to explain my frustration with the fact that he had said one thing at 11.20am and another 11.50am. I wanted at least some kind of acknowledgement or apology. He just kept saying things like «no, Caitlin» and «well I can’t help you». He then told me that he had to go because he was helping a customer. I told him that I was a customer and he rudely said: «No you’re not.» At that point, I must admit I lost my temper and told him «f*** you». I’m not proud of that but I suspect that he intended to wind me up.
It’s disappointing because this is the first bad experience I’ve ever had with Enterprise.
I’m giving this two stars rather than one because of my previous good experience and the fact that only the rating from the most recent review (this one) counts.
***
Update: Alamo on El Camino Real in Palo Alto saved the day — they were open until 1pm and they had a car available at $ 16 for the day — compared with $ 39 at Enterprise.

In order to get this review published I will have to seriously, and painfully, constrain the vocabulary I use to describe how much I detest Enterprise.
First off, why do I even have to give them 1 star? They deserve a quantum black hole that consumes any star they’ve ever been given.
The long story short is that they did not honor my reservation on Friday, July 16.
I needed this cargo van on Friday, July 16 to transport my motorcycle to the track for the first time. A magical experience, I can attest, but Enterprise nearly put the kibosh on it by saying, «Sorry, the customer who has the van is not bringing it back for the weekend and there are no others.» After the foaming of the mouth subsided, I pledged to someday give Enterprise the most hatred tinged review possible, as a catharsis, and a service to you, gentle reader. U-​haul in Redwood City came to the rescue on that fateful day, and the weekend was saved. Please patronize U-​haul, their service was excellent.
Save yourself a headache — skip Enterprise.