Enterprise Rent-A-Car

I am writing to voice a concern regarding the rental car agreement in the subject line, from the 3621 SOUTH DIXIE HWY store in Miami.

Last Friday, December 22nd, I called the store to extend the weekend rental period, and due to the coincidence, that day was also my birthday. I was overdue in the rental for two days, since I had to return the vehicle the previous Wednesday, meaning I owed $123.54 for the two days up to Friday. I was conscious that any amount due is deducted from the security deposit of $300 that is kept in the rental account.

So I intended to pay the amount due and pay in advance for the next two days.

I have been renting from that specific Enterprise store for the last 3 to 4 months, always for 28 days because I suffered a crash with my car and is still under repair, so I am a known customer of the staff.

My surprise was that the customer service associate at the store on Friday told me that I had to pay a full deposit of $300 plus the rental days I wanted or return the car immediately. His name is Jeffrey Thompson, usually, he doesn’t engage in small talk with me, very straightforward to the point, but on the phone that Friday he didn’t admit that I still had $177 remaining as a deposit, so to replenish that deposit I needed to pay only $123, plus another $123 to keep the vehicle for two more days.

I tried to reason with him, but he started yelling at me and threatening to report me to the Risk Department if I didn’t return it immediately.

I asked to speak with the manager, Nicholas, but Jeff told me he was not there for the rest of the day and I had to deal with him, and when I finally asked him "What credit do I have for returning the car that same day”? He told me NOTHING, yelling, hostile and disrespectful. And I knew that was not true because there was $177 still in my favor from the security deposit. Simple math.

At some point, I thought he forgot he was dealing with a good customer, who had been renting from that store for the last 3 months and more than 25 days at the time, and he forgot the fundamental respectful behavior when speaking to someone else in any circumstance.

I want management to be aware that it was not a misunderstanding, this was deliberate conduct meant to mistreat a customer, with no regard for the respect he should display as a basic way to work with customers aggravated by the fact that he was not telling the truth.

That episode was really strange and at the end, I felt some sort of humiliated.

I decided to wait until the Manager could be on site to return the car and pay any balance due, but I don’t want to be alone with this person, Mr. Thompson, because I have reasons to believe he is dishonest and is not qualified to deal with customers on any capacity.

I can speak with any person from customer service to clarify this incident, feel free to call me at your convenience.

Regards,

Terrible service. Do not trust the website. Cars will be available on the website and you’ll be able to make all the reservations in the world. But once you come to get your car, nothing.
I had to pay an uber to come, they did not call me earlier to tell not to come.
Thanks for wasting my money and my day. Plus, they offered no working solution. Don’t go there.

The branch manager he is super rude and impolite. His name Nicholas H.
Hope the corporate take the action after my bad review about him.

This is the best enterprise branch near Miami. Nick, Jeff, and Anna provide great service with a kind attitude and are very knowledgeable about their jobs. I rent year round and go to branches all over the US, I’ve been doing this for 5 years and they have been the best so far. Thank you guys for your help!

Always great service at this location! Quick and convenient, and the cars are always clean and in great condition.

Enterprise has always been good to me.
Every time.y family has needed a car rental planned or last-minute, Enterprise has come through. Their professionalism, communication, and promptness has been a great experience.

Staff their attention is good so far. But for everyone that have ideas to rent a car make sure to check everything on the car.oil. Tired pressure. Any scratch can make the difference

Thank you so much Nicholas Heilman Manager and Jeff his assistant because they helped me a lot with all my rental. For sure, I highly recommend them and this place. My experience was so easy because of them. Thank you guys! And I hope you will continue making this place great.

Muchas gracias, Nicholas Heilman Manager y Jeff, su asistente, porque me ayudaron mucho con todo mi alquiler, preguntas, etc siempre fue muy amables y la ayuda era instantánea. Por supuesto, los recomiendo encarecidamente a ellos y a este lugar. Mi experiencia fue muy fácil gracias a ellos. ¡Gracias, chicos! Y espero que sigan haciendo que este lugar sea el ideal para alquilar carros.

The best rental service in town. Jeff was amazing! 5 stars only. I would definitely use them again if I have car trouble or any car rental need.

I needed a rental while my car was at the service center. The Enterprise team picked me up from UM and had a clean car ready for me when I got there. The staff were friendly and made the car renting process super easy and convenient. Highly recommend this location!

This location went above and beyond to get me a vehicle same day when another location couldn't honor my reservation, much appreciate Norman's top notch customer service.

Terrible attendance! I booked a car on thursday to pick up saturday at 9: 30am, I arrived at the store and they inform me that they DON’T HAVE a car to deliver me! I had a very important meeting at 10: 30 in the morning and it's unbelievable that they leave a client in this situation! It is graded 1 because there is no grade minus 10!

Jose Brito, really helped us out to get everything we need for our rental. We were even an hour late to return the car after hours and he took care of us delightfully. It really shows his character, morals, and ethics he holds in his job. Something to be proud of and something any manager should look for in their employees

This place is a scam! They don’t even deserve a 1 star but I had no choice but to select it! This is by far the worst place ever when it comes to customer service. Apart from the fact the they wanted to give me a small car when I rented an SUV. The so called manager is especially rude! I rented a truck for the 4th of July weekend. The day that I picked up the truck i made it very clear to the employee that I was not going to be to make it before 6 pm when the office closes. The employee said to me not to worry about it that if I returned the car before midnight that I would not be charged another day. Due to the inconvenience of them not having the car that I originally had selected. I was there way before midnight on the day that it was supposed to be returned. They are supposed to return the $300 deposit and they only returned $93. They charged me for a whole other day when I was told otherwise. The manager is extremely rude! He didn’t let me speak at all and every time I tried to speak, he would talk over me! Never again! I hope they all rot in hell!

Poor and unprofessional service! I attempted to return the rental car to this location in which the employees "refused" to accept "their" rental vehicle as their lot was full. Not only was I confused by the rejection of their rental vehicle. The manager, Norman, was incredibly disrespectful and rude to a confused customer in need of some assistance. Instead of taking his time to explain the situation and help find a resolution to the issue at hand, he remained seated inside a rental vehicle and completely belittled the client.

I do not recommend renting from this location.

The customer service is lousy, the company where I work rented me a vehicle in this location, to begin with, the people who were waiting to pick up a vehicle had to wait more than 20 minutes for someone to appear at the counter, when it was my turn, The employee just told me "you can't pick up a car because this card is not under your name" that was all, he did not offer me a solution (something like a credit card authorization form) nothing, I just changed my speaking to Spanish so that the others people will not notice his resounding no and his lousy attention. This happened today July 13rd around 10: 30 am

Worst service ever! Booked a convertible 5 weeks before I came to Miami with my son for a vacation thru Kayak, 2 days before I was to pick up the car, the manager (never said his name) called me to say they never had convertible and they will never have convertible cars and it's my problem because I booked thru a 3rd party when I asked him why they are telling me this 2 days before the pick up of the car. I called the corporate office to file a complain not only about the service but also about the attitude but I didn't want to ruin mine and my son's vacation so I decided to go with a regular sedan and rent another extra day, when I arrived to the location I asked who the manager is and none answered in the meantime I give my driver license and my credit card to one of the guys there and just mentioned how disappointed I was that there was no convertible car because we planned to drive to Key West, suddenly one of the guys that was sitting with his back tome jumped up raised his voice and said quote "what d you want? , a refund? You are not getting a refund. I told him I never asked for a refund I am just disappointed of this whole situation. The manager (who refused to say his name) took the credit card and my driver license and threw it on the counter and said " I am not renting you a car so leave this place". When I tried to calm hi down because he was embarrassing me in front of my child he got redder and angrier. I stepped out and called the corporate office and the woman answering said she will call the location, I was on hold for 8 minutes and she came back and told me that Enterprise has to honor his decision of not wanting to rent me a car.here I am in a strange city 1st time standing outside in the heat 1st time, on vacation, 52 years old cancer survivor, a mother, a professional, embarrassed, offended, insulted. I ordered an Uber and asked them to drive me to SIXT rental car, fortunately they were professional and went out of their way to get me a car, a beautiful sport Volvo which I ended up renting for the remaining of the vacation 5 days. Enterprise is to be blamed here! I have many customers that asking for recommendations and many where to rent a car, guess who! Wont refer? To hire someone and make him a manager while he attacks and offends customer is totally unacceptable, corporate never called me to apologize or even try to hear my side, shame on you! This is not the last review I am adding about this company.never ever have I been insulted this way by any professional company and you should not be in business.
This is not a single incident, many complains about your ethics in doing business. DON'T RENT FROM THEM.maybe the manager didn't like my accent i am an Israeli immigrant living in Los Angeles, something snapped with this guy and you just backed him up.

Excellent experience. These guys are great, professional, flexible, helpful, knowledgeable and uncharacteristic for the car rental business, they are also kind. I really liked the experience, the car was great and I definitely will be renting from them again

The ppl here were so unhelpful after they realized we were using a corporate discount. Then had the audacity to tell me he asked me on the phone about it. No sir you asked me about if my my rental was for insurance replacement or leisure. I stated leisure which was correct. I don’t know if they lose money for discounted rentals or what but after they were made aware they stopped helping us all together. Started speaking in their native language and were very rude. Told us they couldn’t make a reservation for us and we’d have to call over the phone even though he had just made a reservation the previous day for me. Once we were able to get the phone rep to help us he then tried to make it very difficult for the phone reps to finalize the reservations. Making up rules and criteria that not even the enterprise phone reps could do! Happy birthday to me!

Undoubtedly, the worst experience I have ever had renting a vehicle, this includes that time in Tijuana. I placed a reservation online 3 weeks in advance of my arrival, for a full size premium SUV.
A few days before arriving I receive a text that a Premium SUV is not available. This seemed like a Enterprise Issue and not mine. Is it that difficult to have a SUV delivered to that location? After multiple phones calls, and speaking with 3 different branches, I was told to expect a call from a manger, which I did not receive. I did however receive a call from a employee of this Enterprise location, and after dealing with his very poor phone skills I was told the very best they can do is to get me into a Mini Van! Never in million years would I have ever thought I would pay to drive a freaking Mini van, especially the freaking hooptie one I was provided. I could look past the massive 2 foot dent on roof and overall poor exterior condition and dirt, but the rank smell of McDonald's, trash and toys left in the vehicle really made the experiences even that much better.
Right when I thought this night nightmare was over, I was told it would definitely need Gas soon.
I laugh at the experience now, but it would be a cold day in Hell if I ever use Enterprise again.

"location manager" seemed very comfortable with talking to my husband and I unprofessionally like we were hangout buddies in high school and jive talking to us that he gets paid whether we rent the vehicle or not. I have used enterprise for years in numerous locations across the state and country and this location forced me to purchase extra insurance add ons that a waiver sufficed in all other locations. Then, the location manager and co worker laughed when they gave our vehicle to another customer on accident thinking it was something to joke about. Then this location decided to call me when I returned the vehicle at a different location asking if the reason for dropping the vehicle at a different location was due to customer experience then wanted to hang up on me while I'm answering the question because it was not a good review. In this location you'll be dealing with unprofessional "hood street" minded employees that do not take their job seriously (besides their paychecks) nor their customers. Expect to be treated as a pee-on individual.

I never write reviews but this is a safety concern
Cars are dirty, they are not following standards of cleaning or sanitization. I witnessed today how they basically gave me a car that was not clean or sanitized. I saw when this car got dropped off by another customer right in front of my eyes the “manager Juan” looked inside the car said the car was “clean” so he called me over to give it to me, without any kind of cleaning or sanitizing, he placed a Clorox wipe and purell packet inside of the car and told me if I had any concerns I could wipe the car myself. This is totally unacceptable as we recover from a pandemic.
Once I refused to take the car, he proceeded to say they have a small fleet and it’s a Saturday morning almost closing time and they don’t have time to do cleaning and sanitizing on all of cars. What kind of behavior is this?
I was stranded with my family in the heating sun because they don’t open the actual office to customers on Saturday. We had a reservation in the keys so due to the circumstances I had to take the car knowing that it wasn’t cleaned (mgr still didn’t offer to clean even when I offered to wait) we had go to the Walgreens across the street to buy Clorox wipes and Lysol and my wife cleaned the car. This is very unfortunate, if I wouldve not seen the whole scenario played out I would’ve thought the car was clean.
The staff at this branch cannot keep up with the demand, it seems like they only clean the really dirty car and the rest of the cars are just given to the next customer.
Enterprise as a brand should really look into safety protocols and how they’re responding to the pandemic.

This place deserves zero stars, lack of customer service, unprofessionalism, staff will not disclose complete information and they over charge your credit card on file with no clear explanation.

The “Manager” Nick was the name I was provided runs this place like a high school club, they can’t even address customer concerns because they don’t know how, when asked to speak to a superior I was told he was the manager (he wasn’t wearing a name plate or any identifier), when asked for an alternate number to place a complain he stated he couldn’t provide one.

From previous reviews this seems to be a recurrent pattern, enterprise should address this issues before they keep losing customers. This is a great location for this branch unfortunately, very poorly managed.

Is professionalism dead? How can enterprise as a brand have these kind of agents & “leaders”?
They wanted to overcharge me for insurance and for extra days I didn’t not incurred. I am a traveling professional, renting cars is part of my routine. This has to be the most unprofessional team I have ever dealt with in a rental car location, using slang words, curse words and mannerisms. They do not communicate properly and have no idea how to run a branch. The location itself is not clean, musty and unkept and so are the cars, the car I received was dirty and even had trash under the passenger seat. Nick and Jose I believe were the “managers” I spoke with, which were rude and condescending even with other customers.
Enterprise needs to protect their brand and address these individuals and maybe provide a back to basics customer services to branches in need.
The staff at the Doral Branch and even in the close by location are wonderful.

Wanted a pickup truck. Even reserved it a day in advance. Was called the next morning to let me know they didn’t have one. Guy said he left me a voice mail but I don’t have a voice mail anywhere. No issue with him just enterprise itself.

The “manager” at this location tells us they have no car available for us and we are stuck here waiting in the parking lot on our vacation supposed to be driving to key west and he says there’s nothing they can do even though we booked ahead online to pick a car up for 5 days! I asked for his managers phone number and he said he doesn’t have to tell me that and “go ahead and just file a complaint” this is UNREAL. Not giving us a car when we already booked and paid now we have no way to get to key west

First I want to Thank JOSE BRITO PEREZ AND NICOLAS at this location. We came from Atlanta GA and was very hard to find a car/truck. Jose and Nicolas did everything in their power to help my sister and I locate one and it was quick. I cant appreciate them enough! Thank you guys for doing an amazing job with customer service and expedite care!

Had reservatiion at 6PM. Manager decided to close early and would not honor my reservation.

Edit: contacted their support last week. They never followed up. Go down the road to the enterprise on ponce de Leon blvd (A+)

HORRIBLE COSTUMER SERVICE THEY CALLED ME ONE DAY BEFORE THE RESERVATION DATE TO TELL ME THE COULDNT GAVE ME A CAR, AFTER I DID THAT RESERVATION 2 MONTHS A GO

Rented a car, had some problems at pick up, but didn't want to waste time to fix that. Returned the car, got back home and emailed to their customer service - everything was resolved to my satisfaction.

By far the worst car rental place around. Made an online reservation, got a confirmation, called an hour later to make sure the car is there, they told me it will be ready. I show up and they tell me in person no cars for the next few days. The guy who runs this place is really a joke. Renters beware. So aggravating.

They didn't have the car size ready that I reserved
But yet I saw them give a full size car to someone else
they also told me they would call me when there was a full size car returned but no call

I made a reservation with 5 days of anticipation in this branch. On the day of the reservation, I was arriving at the branch when I got a call from them saying they had overbooked and had no cars for me. Clearly, I was upset and asked for an explanation or a possible solution. Nothing was offered, not even an apology. I got to the branch anyway cause I was on an Lyft 2 mins away when they called. They were rude and patronizing, and clearly didn’t take responsibility for their lack of professionalism, absence of customer service. Didn’t even bother to at least help find a car in another branch, and once again, zero apologies, treating me like I was supposed to be understanding of their situation. Again: I made a reservation with sufficient anticipation, so the fact they didn’t realize they had no cars for me only at the time of the reservation shows how incompetent they are. I would have at least appreciated an effort in checking with other branches - it’s the least they could have done considering the inconvenience they had caused to me (obviously I was unable to find another rental in such short notice, which is why I had made a reservation with anticipation). At least an apology would have probably set a better tone; but they literally shut the door on me and didn’t care about the mistake they had made and its consequences to me. The manager of the branch, Jose, should really get another job, since he clearly is unable to run the branch and his customer service skills are 0. Do not rent from this place or you’ll be up for an unpleasant surprise

The pickup time at the airport was quick. There was no wait to get our car (which was very clean) and the shuttle to get back to the airport was waiting for us.

Horribleee!
We were supposed to pick up our car today at 11am, is 5pm and they still haven't called us.
We were stuck with the kids in the street for our trip everything paid for. I called call center they said we were going to receive a phone call and they NEVER called us.
Never book from this place, horrible!

I love their location at the Grove! They pick you up, they got you covered. Plus great costumer service. Definitely recommend them.

Jose at the branch was more than stellar. Although we didn't end up getting a rental from this branch Jose's customer service was on point. He was always professional, kind, and polite. He made sure to follow up with me regarding my rental status and it has been my experience that rental agencies RARELY give you a call back. Jose DID! We didn't get to rent because my brother was able to borrow his in-laws SUV. Had it not been for that we would've gladly gone with Jose's deal.