Enterprise Rent-A-Car

Had an issue with a vehicle that was rented from them, they came immediately to exchange vehicles. Also retrieved something I had forgotten in the car upon return of the rental.

Thank you, Reese, for your professional service. We felt very supported and the car was great!

Excellent customer service from Reese and Cam
Will definitely rent here again
Dave

Excellent service. Needed a rental while my car was being repaired. They picked me up from the body shop and took me back to their office for the paperwork and to pick up the rental car. The team was welcoming and attentive. Atharv prepared the rental car - moved all the stuff from my car to the rental for me, and had the AC turned on and ready on a hot summer day. He even took the time to show me the controls of the rental, which were unfamiliar because they were very different from my own car where most controls are on a touch screen. Had a very good experience and would recommend.

Rented a vehicle from here for the weekend. Had incredible service and the vehicle was great. We had there 2021 Black Durango and it was a great drive. I highly suggest getting a rental from this location.

The easiest car rental experience I've ever had. Absolutely amazing customer service Kayleigh answered all of my questions (as ridiculous as some of them were) she was efficient and even had a sense of humor which is rare these days!

Amazing team providing reliable and quick customer service! I've used this location multiple times and it always goes well without a hitch! Booking and pick up is super easy. And the reps here are so detail-oriented, professional, friendly and helpful, always have the customer's best interest in mind. Best car rental place I've been. Great job you guys!

Friendly and helpful staff, every one of them. The paperwork was minimal and my rental car was ready to go when I was ready to go. No problems here!

The manager Urii is very unprofessional called the store to speak to the manager to set up a corporate relationship and was on hold for so long and then i was told the manager wasnt available to speak I need to email them, I emailed Urii 2 days ago and have not even received an acknowledgment that they even received it.truly disappointed that a company of this scale doesn't have real managers who can respond to a email.

I had an emergency rental through MCL, Yuri and Stephen were very professional and helped me get a vehicle within minutes of reservation. Great team work in managing multiple clients on a busy morning.

This time I had an extended rental through MCL, Sayam and Prashant were very helpful during the return reminding me of excellent service received last time! Prashant was quick with the walk through during return despite record breaking levels of snow piled on the street.

Sales representative refused to honour what their staff had previously confirmed and guaranteed on the phone. She was rude and did not offer a solution. Luckily my friend was with me and was able to negotiate an agreement where we both had to lose a little. I will never rent from this location again. I dreaded dropping off the car at the idea of having to interact with this woman again. The whole experience was very unpleasant and disappointing considering I've had great experiences with enterprise in the past.

Used Enterprise for many years and ended paying extra $50 for dropping vehicle at another close by location. I hoped for waiving the fee or reduced one but management wasn't willing to agree on any solution other to pay the full fee. I personally know people who worked for Enterprise in the past and I'm aware that vehicles get move from location to location every day.
That's how you loose loyal customers

Dharm Agola and the other friendly staff at this Enterprise location are awesome! They seamlessly worked with ICBC to get us a rental quickly and efficiently. And they are nice, with ready smiles. Totally professional. I recommend them 10/10

Great service, friendly, patient, and always with a big smile. Satisfied our request with no doubt! Highly recommended.

No problem getting our rental car, but keep in mind this place is super busy so definitely don't be in a rush! Give yourself at least an hour to pick up your car - I missed a ferry because the car I had scheduled to pick up at 2PM wasn't ready until after 3PM. I understand that rental cars are super busy right now, so just be prepared unlike me haha.

I rent a car from enterprise for one day on Dec 23, and they found a small scratch on the front bumper when I returned it. I didn’t even noticed that and I believed it’s a hit and run, but it’s ok I’ll pay for that. And enterprise said they let me know when they have a quote for the damage, then let me decide if I’ll pay by myself or claim to icbc. I never heard from them until 2 month later, they sent me a bill and told me they already claimed to icbc and asked me to pay the deductible of $860 (my deductible is$500, plus lots kinds of fees). I was so shocked they could do everything without my permission, and I don’t want to go through icbc. Then I asked them for the Quote of the repair, and I found there are some other damages on the list which are not on me! I was so angry and found the guy name Rohan, who helped me took pictures when I returned the car. And He admitted the only damage I did is the front bumper. But the enterprise case agent said there is nothing she can do with it because icbc already paid them the full amount of money. I was soooo shocked and angry and helpless… But I don’t want pay a rated premium later because of this claim. So I decided to payoff the whole bill of $1300 (include other damages) and asked enterprise to pay back the money to icbc to close the claim. Later enterprise said they already issued a cheque to icbc on Mar 26. After 2 months later, I found my claim still exist and icbc said system shows enterprise hadn’t send out a cheque until Jun 2…not Mar 26…Today is Jun 23, my claim still exist, which means icbc hasn’t received the cheque yet. And I am paying the rated insurance of my car and my insurance agent told me that I always have to pay a rated premium even my claim is been closed. I am so disappointed with enterprise this company. They are dishonest, defrauding, misrepresenting, treating their customers like idiots. I’ve paid lots of money and strength to deal this thing and I am tired of doing this. I know I couldn’t beat such a big company. But I hope everyone who’s reading do! Not! Rent a car from enterprise. Otherwise you will regret forever!

Extremely disappointed with the lack of inventory and the lack of options from this location and surrounding. The company I work for has rented from here for YEARS and have had zero luck with getting any larger vehicle in the past 6 months. You need to increase your inventory and keep up with the demand of your industry. You are now completely unreliable and disappointing.

I've always received very professional service from Enterprise Rent-A-Car. The cars are clean, and I get what's promised.

I only needed a car for 1 day and they said I had to keep the car for 3 days and would charge me for three days the person I was talking to then hung up on me. Rent a car companies like enterprise do not have many competitors, and people who need to travel lack any alternatives, so they don't value customer service. I hope sometime soon and app like Uber is created for car rentals so enterprise will go out of business.

I will need to find an alternative, but will absolutely not be giving this terrible company any of my hard earn many. Disgusting service.

Renting with this Enterprise location was the most seamless rental experience I've ever had. The cars are clean and come with a disinfectant wipe, but the best part is the courteous staff. Thank you for an incredible experience!

Weird location for an enterprise, but service and vehicle was great! Quick to get a car (and have some options) and an even quicker drop-off.

I had to wait for a car for about 20 mins, but Chris gave me a nice free upgrade to a premium SUV. The car was brand new. They also gave me a ride back. Awesome customer service at seemingly pretty busy location.

Excellent service provided by Laura and everyone else at this location. I was provided with a hybrid SUV which was exactly what I wanted. If you need a rental vehicle in Vancouver, this is THE place to go.

Spoke to Camilla from Enterprise via Livechat and asked them about the rental care excess and the maximum liability that one will need to bear if Damage Waiver was purchase but she wasn't able to give me any amount, or refer me to anyone. I thought that those were some basic question for renting a car but it is unfortunately not with Enterprise and she endrd the chat with Enterprise works differently with the rest. Imagine you going on a holiday and not knowing the max liability you have to bear and then get a huge ticket at the end of the trip? Suggest Enterprise to improve their communication.

Professionals through and through. Yuri's running a business and he does it well.

I still have to drop one star though because the arrangement between them and the dealer is leaving an insurance hole they don't bother warning you about. A damage deposit on your CC doesn't count as paying with your CC, so if you typically rely on it for coverage, you're out of luck, out to sea without a paddle.

What gets me though isn't having to cover damages though, it's the lack of warning that this will happen, when as a renter you're almost always reflexively using your CC as your insurance source, but suddenly you're recommended to get a rental instead of say Uber credit.

The assurances that your dealer will cover and that "it won't cost you anything", while efficiently getting you out the door and "through the process" fast, also comes with hidden repair costs in case something happens, even if it's not your fault.

Moral of the story, make sure you know your courtesy car insurance, because these people won't warn you up front.

I hope this review encourages a change in process or at least some pause for renters who come after me.

I had to rent a car since MCL did not have a courtesy car available (they did pay for the rental). Given that this was a last minute rental, Enterprise was short on cars and did not have a car that matched my needs. However, Yuri did everything he could to make it a great experience and found a car that suited my needs. Thank you!

Waste of time. After have reserved a car, walked up to the location and gave all the details I figured out the price of the car (48$ the cheapest for 4 hours) was without insurance (they asked me at least other 30$) almost the cost of the car itself. I’ve been renting car along the whole world and in any website when you finish the reservation you know exactly what and how much you gonna pay. With this company I didn’t know anything about insurance and deposit.
In addition I paste the “damage policy”:
Damage Waiver
Optional Damage Waiver -DW- for this branch ranges between 9.99 and 49.99 CAD per day, depending on the vehicle rented. DW is offered at the time of rental for an additional daily charge. If the renter accepts DW, Enterprise waives or reduces the renter's responsibility for loss of, damage to, the rental vehicle, including but not limited to towing, storage, impound and administrative fees subject to the terms and conditions of the rental agreement and applicable laws. DW is not insurance. The purchase of DW is optional and not required to rent a car. The protection provided by DW may duplicate the renters existing coverage. Enterprise is not qualified to evaluate the adequacy of the renters existing coverage, therefore, the renter should examine his or her credit card protections, automobile insurance policies or other sources of coverage that may duplicate the protection by DW.

Extremely professional and friendly staff. I had an accident in the cargo van I rented and they came over to bail me out. I was very surprised about how kind they were about the whole situation!

The manager, Shivam is the most professional and courtious guy I've ever dealt with. I used to go at the granville store to him and I moved my business to the Kitsilano with his transfer. He is always willing to go beyond to accomodate my needs and the rest of the team, including akshay and iming are awesome and are always welcoming.

Happy with the service. Got the rental because my car need to do service with Tesla. Happy with the car and the service. The follow-up call after returning the car was nice and friendly.

Ford Expedition rented for five days, upon pick up the vehicle was dirty complete with footprints on the inside of windshield on passenger side, wife noticed that quick. Only half a tank of fuel was provided. When dropping off vehicle, my prescription sunglasses were left in ceiling console, called right away and also emailed Enterorise support at head office that same day. Location finally opened on Monday and I called and was told head office already told Kitsilano and the manager contacted the customer and confirmed they had the sunglasses and would drop them off at Imperial St.location in Burnaby, when I called Imperial st the guy told me he found it funny and no glasses were there but the vehicle went to Granville st now so I called that location and Maria the manager was very unhelpful, even told me to go check the vehicle. Maria would not help at all. I now have no prescription sunglasses to drive during the day and have to order new pair. I will never use these locations if Enterprise ever again. Avoid Kitsilano, South Burnaby Imperial st, and Granville st locations
Still waiting weeks for the return or compensation for my prescription glasses.

Wonderful staff, incredibly efficient, great service all round! We've rented numerous times and never had an issue. Nice fleet too!

Overall, good experience. However, it should be noted during COVID times that some cars have out of province plates. I got quite a bit of grief on a trip to the Sunshine Coast this week due to the car’s Alberta plates. This sucked.

I don't really do reviews very often at all but felt I should for this location. The manager Chad was so accommodating and understanding about the specific vehicle I needed and the time I needed it ready. It was fairly last minute and I needed a van for work. When the rental was returned, there was a minor hiccup with a specific charge - I was assuming it might be a big deal and this review I'm giving now may have turned out to be different, if it was a big deal. However, it wasn't a big deal at all! Chad was able to wave the fee that I challenged and he was completely understanding. I've had really bad rental places in the past so it was nice to be treated really well. These are good people!

I have rented here many times. You call them and they promise something, and then pretend you never called when you show up. As in many of the 1-star reviews here, the manager is extremely unhelpful and their phone service does nothing. Go somewhere else.

There was a paint rub on the rear fender which could have been polished out. Three months later I get an invoice for $2200 Absolutely criminal is the only way describe this. Do not TRUST Enterprise. I will never use this company again!

Quick, efficient, friendly, accommodating, and they were willing to drop me off when I returned their car. A perfect experience, both times I have needed to rent a car at the last minute. Fair prices too.

A shout out and thank you to Luis who was efficient and provided excellent customer service! I was in a rush to pick up my car at a nearby body shop that was closing and he quickly drove me over to the location. Thank you so much:)

Amazing customer service. I rented a car at Enterprise after looking for the best deal I could get. Jessica Palácio was super helpful. She was polite, friendly and efficient. Answered all my questions and gave me the best price with no surprises at the end. I would 100% recommed renting a car there.

We had an excellent experience with Enterprise Kitsilano while renting an SUV for the weekend. The staff were helpful when we called to make the booking fairly last minute. They were able to get us the SUV we wanted and it was super clean and ready for us at the pick up time.

We ended up dropping off the car at another location and there was a bit of a misunderstanding at that point about the pricing for the rental which the staff at the Kitsilano bench cleared up for us super fast and apologetically. We would absolutely recommend renting from Enterprise Kitsilano.

I have been renting from this location for quite some time and generally have a decent experience. However, a few weeks ago at this location I had one of the worst customer service experiences I have ever encountered from one of the locations Brand Managers, Prasanna. I called the location an 1hour prior to my reservation pickup time to let them know I would be 20min late, in which I was told by the enterprise individual on the phone that this was not an issue at all. As mentioned, I showed up 20min later than my reservation time as 12: 20pm. When I arrived to pick up the car, I was told the location was closed and I should have looked up the closing time before arriving. I was then told by Prasanna that I was an “inconsiderate individual” for making him wait 20min after closing to pick up the car and that I could no longer rent the car from them for the day. He then followed up to say “. It was really not cool of me to do this to him”. Myself and my friend from out of town who was with me were stunned that an employee from your business, especially a Branch Manager would say this to a customer! It was beyond rude to not only say this to a customer, but especially from someone who has consistently been renting from this location. If there was an issue with me picking up the car 20min later than intended, this should have been addressed to me on the phone when I called to let them know I would be late. Instead, I showed up and was treated with the worst customer experience I had ever had by Prasanna. And at the end of it all, I was not given and recommendations to resolve the issue and told I needed to leave because they were closed and had no car for me, leaving myself and friend with no car for the car which completely throw off our plans for the day.

Fortunately for myself, I called the East 2nd location and was treated with amazing customer service from their locations Branch Manager Vijay Kanjani, who immediately helped me out and got me a car within 30min.

I had a great experience provided by Jessica, who was very patient and lovely and explained me the whole process since it was my first time renting a car. I’d definitely come back:)

Had a great experience with the Kitsilano Enterprise folks. They were communicative and accommodating. Got a great vehicle at a reasonable price, and they drove my family and me to our hotel after we dropped off the car at the end of our trip. Nice folks. I'd recommend them highly.