Enterprise Rent-A-Car

Very frustrating experience with the lack of consistent policy reinforcement from head office to their different locations.
Not only does their app and website provide false advertising regarding payment and deposit methods, returning cars after hours, and availability of vehicles, the information given from head office differentiates from each location it seems.
I made a reservation for a pick up truck from their Etobicoke rexdale location, and was informed 15 minutes before picking up the vehicle, that there weren't any pick up trucks (or any trucks/moving vans for that matter) available. I was told to try a nearby location, and was told there that I'd have to contact their truck department the following day as it was closed.
When I called the following morning, I was told that with renting one of their cargo vans, payment could be debit or credit card, as outlined in their renting policy. I clarified with the employee to ensure that using a debit card was accepted, which they said was fine. I also inquired about after hour drop off for that location, which I was assured that it was accepted, and as long as I parked in a designated parking spot on the lot and returned the keys to the key drop box, that would be sufficient.
An hour before picking up the cargo van, I was called to be told that because it is part of a truck department rental, debit was not possible for the deposit but only for the payment after, but if I rented a vehicle from the car department, that would be sufficient payment for the deposit and payment. I was then transferred to the car department, were my options for vehicles were limited (need the vehicle for moving apartment), and that after hour drop off was not accepted, but in fact I'd have to pay for another day and return it then.
Throughout these interactions with head office, and the two different locations and departments, I remained 100% polite and respectful, as it is not the employees who make the policies, but it was definitely getting frustrating that I was being told conflicting information from all angles.
As I discussed my options with the employee from the car department and asked why I'd be charged for another entire day when their policy, website, and head office said after hour drop off was alright, as well as again being told conflicting information about payment and deposit, the employee proceeded to hang up on me.
Now, I've worked in customer service, hospitality, and social work ever since I was legally able to work, and I have never, ever hung up on a customer, especially one who was being as calm and respectful and understanding as I was being. That is unprofessional, rude, and uncalled for, as now I am still without a vehicle to move after two/three days of nonsense and differing information from head office, all the way down to two of their Etobicoke locations.
1/5 stars for the pleasant gentleman from head office who took the time to go through the rental process and policies with me originally, and the employee from the truck department at claringview.
0/5 would recommend Enterprise- they ought to change their websites and app ASAP and have consistent policies across the board for such a well known car rental company, or many more would-be customers will unfortunately feel the need the actually take time out of their day to write a review BC I wouldnt want this to happen to anyone else.

As a deaf person trying to rent a car for one single day, Enterprise is the WORST place to go!

The employee I dealt with was useless in short and I didn't understand a word he said.he didn't even care to try and bridge the communication gap and was very eager to get me into the car and out of his hair it seemed; I hope karma gets him in the end!

because of the poor customer services I received while trying to rent a car as a deaf person. I was forced to pay for 2 days rental and when I returned the vehicle 12 hours later, there was no drop box for me to leave the keys. Because I had no way of communicating with Enterprise to remedy the situation, I left the keys in the car and headed for the airport.while at the airport, I contacted Enterprise via their customer support portal on their website about the poor customer services, the extra day rental and the $600 deposit I left hoping that I would get a quick response and some answers but. It has been two days and counting and I still have not received a response to my complaints/inquires.

My mom who is also deaf, warned me about enterprise and now I understand what she meant. Worst place to go to as a deaf person to rent a car!

The whole staff was there to help, Austin stuck out as he took my call when I needed last minute support and made sure I didn’t feel stressed or pressured. Truly the only enterprise I go to. Thanks again!

I’ve been discriminated against and experienced racism I would not recommend this place to anyone they lie and make up there own rules and do what they feel and management has to concern to rectify anything

Always love renting from here. Cars are spotless, desk attendants are friendly and responsive, manager is extremely helpful and professional. I will commute to this location for their consistent excellence! They tend to be busy, so reserving ahead of time is helpful for expiditing the process.

It's not the best rental. Interior was falling apart. Father-in-law said AC was piss poor. Not a car I wouldrent again

Flawless service when combined with a reputable, still expensive, insurance company in Canada (not sure if only pricey is Ontario)

Amazing experience! I had the best cars from them. The staff is amazingly friendly. Emily Scott is super friendly great customer service she handled my claim with ease. I felt very well taken care of and welcomed. I would definitely 100% recommend them if you want a car quickly they got your back

My friend rented a car here. She turned it on and the check engine light was on and some message about requiring maintenance. Good job enterprise.

Great guys, simple, easy and very nice In general, not a single issue, and hope it stays that way. Rented from them since February with my insurance and it was a great experience, over the few months, returning the car, was fast and simple. Compared to the Dovercourt Enterprise this branch is 10x better. Many thanks.

Great customer service! Friendly employees! And thanks to Austin for remembering my name, it adds a nice personal touch. I won't rent anywhere else!

All in all i had a very pleasant experience with this particular location. In the beginning i had a problem with my reservation but the manager and agent at that time quickly addressed and resolved the problem.

Keeps a good inventory of a variety of makes of cars at hand. Reservations are recommended especially on weekends and long weekends.

Amazing people and great service! I rented cars this place, twice! Cars are clean and new. I highly recommended…
Ruth

This is the best enterprise cenyre I have visited. The staff in this location are very friendly and knowledgable. The cars are always clean and in good condition. They are flexible with their check in times and do every thing possible to accommodate if you are running late. A very busy rental location though.

Emily, the manager, is the best when it comes to customer service and solves issues. On many occasions in addition to mine she has gone above and beyond in resolving customer needs even when reservation policies didn't warrant it such free upgrades or four refill coupons.

It is also a great experience there and they make you feel special every single time. The ogot is fitting to my experiences so far at the location.

Keep up the great work, Emily and the team.

Had such an incredible experience with this location. Highly recommended. Staff was excellent (Emily & Noah) were simply the best. The manager was also great when having to pay and returning the car. Thankfully was able to get a rental from this location when supply has been limited elsewhere. Was a sincere pleasure.

Staff and service at this location was top-notch! Specifically, Tom went above and beyond to ensure that a difficult personal day I was having was matched by excellent customer service and understanding. I felt like I was in good hands. Thanks!

The worse Enterprise Rent-A-Car Ever. I was waiting for them about 1 hour just to pick me up at the collision shop. The people from the shop had to call many times to them pick me up. I lost my morning just waiting.

Top notch customer service. Every single enterprise location I have been to had horrible customer service, except for this location. Cars are same pretty much everywhere but what makes the difference is how we are treated and taken care of. Both Thomas and Ariel took excellent care of us and all the other customers that came in while we were there.

We had a car stolen recently. We were sent to Enterprise Car rental on Dufferin St north of Lawrence in Toronto. They were extremely helpful and courteous and they went above and beyond to help us. We were so unhappy with our Insurance company because they told us we get $5000
In rental money but after only 12 days they made us an offer and pulled the plug on rental. There is fine print on the bottom of your policy which says we stop paying for the rental when we fix your car (it was not found) or we make you an offer! We were given an amazing rate for almost one month. Thank you Emily and everyone at this location. We could never have done it without you guys. I wish I could remember everyone’s name.

If I can give this company zero star, I will. I've been waiting for more than a month now for the reimbursement on the winter tire I bought when I rented a car. One tire got flat and brought it to Canadian Tire because nobody is answering the call that morning. Canadian tire said they cant repair the tire and needs to be replaced. Because I need to go to work, I paid for the tire. But it's almost a month now since I returned the car and submitted the receipt from Canadian Tire. I have to make a call every week to follow up and they keep telling me that call again next week. They don't have initiative to call you. Very slow process on small amount of money compared to what they are making. Emily, the assistant manager, even blame me for not calling their company before changing the tire which I did and unfortunately nobody is answering the phone. I believed she doesn't have the right attitude to deal with the clients. Or maybe she is white and I am an asian that's why she feels very privilege and believes she's above anyone. I will never recommend this company and will absolutely never deal again with them.

Subpar service. I waited 6 weeks for a refund. Now they are trying to collect money from me for there mistake. Unacceptable.

They work a short day on Saturday but there was no one answering the phones for 2 of the 3 hours that they were open.
The service was fine once I got there.

Came here on a Tuesday (when my insurance told me to stop by) and they told me to return Wednesday and they would have my car ready. I returned early morning and they told me they didn’t have any cars because it was March break even though I was already “confirmed for a car Wednesday morning” they set me up with a Honda Civic and after waiting 45 minutes I was told they could not find the keys anywhere. After an hour and a half of waiting and 6 costumers coming in and leaving, I was able to leave with a Kia… they also kept calling me by my last name even though I told them what my first name was.

Staff are rude! Won't take a minute to clean a car. Wouldn't honour a corporate account. This location at least

Only compliant is that when you reserve you rarely get what you reserved. The workers are really awesome though and do try to make things work out which is appreciated. I think they just need a bigger variety of cars.

If I could give this location 0 stars I would.
My insurance company sent me to this location with a reservation. I went there and they said they didn't have a car. My insurance company called them and they said they would have a car the next day in the morning. Went again the next day and no car was available. I was not given any information as to when I would get a car and no options to get a car from a different location. It seemed like the staff was ignoring me and I ended up leaving. The customer service there was terrible and the employees were not very friendly. I had to call another location and they were able to provide me with a vehicle right away and provided great service.
Save your time and energy, and go to another location.

Update 1:
Rating changed to 4 stars
Office of regional Manager got in touch,
manager of location reached out as well- he handled the situation professionally and advised the objectives and experience the location and company work toward

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My go to car rental location for over 3 years.
Usually consistent service with exception of the last few visits.
Returned a rental and asked for a drop off
Associate advised he would have to check with the other gentleman who was in charge.
On doing so, I was advised pickups/ drop offs not possible as it's the weekend etc. And called an Uber.
Another client picking up a car, asked if he could drive back HIS OWN car, and then get enterprise to pick him up from his location as he didn't think his car was safe on their lot over night. Same associate in charge, agrees to do this and proceeds to mention that it is a specific circumstance.
Rates / service are usually competitive and acceptable. Service unfortunately was not.

Exceptional service and Kevin Duong went above and beyond to make the experience smooth and the wait much more bareable. Thanks!:)

This branch over charged me for 1 extra day.

The extra payment was returned but the stress of calling them and the follow up calls was already done.

Have rented here a number times always prompt and good service. Not much choice unless you call a couple of days ahead; a busy spot but good.