Enterprise Rent-A-Car

All respect and appreciation to you, especially the young man Khaled, for the beautiful service

This year I had a less-than-pleasant experience at Enterprise Car Rental, and I feel it's crucial to share my feedback, particularly about the branch manager, Rob.

From the moment Rob joined the conversation, things took a turn for the worse. His attitude was aggressive, and the entire interaction felt hostile. His disrespectful behavior, including audible huffing and puffing, left me and my wife quite unsettled.

Even when I requested a more polite tone, Rob's aggression continued. What's concerning is the apparent belief that filing an official complaint with Enterprise customer services wouldn't lead to any meaningful action. This lack of accountability is disheartening.

I want to caution other potential customers to be wary, especially when dealing with the branch manager. It might be wise to document interactions, possibly through recording conversations, to ensure an accurate representation in case of disputes.

I believe constructive feedback is vital for improvement. I hope my experience contributes to positive changes in the branch's management and customer service practices.

Wasted a hour and a half of my time waiting for a driver to pick me up and all they would say when I called is "another 5 min max". And then wouldnt give me the rental that was already paid for, because they wouldnt accept my credit card. Terrible service dont waste your time here

Cynthia was a rockstar. This place is 10/10 service. They bailed me out when I was in a real pickle and I couldn't ask for a better experience from a car rental company. Would recommend.

EXCELLENT SERVICE. From the Manager ROBBIE to his staff. Highly recommend this car rental. 150%

I had a terrible experience with the branch manager Robbie on Aug 11 around 2pm. He was rude and aggressive and showed disrespectful manners. It was a hostile environment when he was called in to see me. He was huffing and puffing, this can be seen in cameras. He kept an aggressive tone when I asked him to speak politely as his tone kept getting worse, again, this can all be seen on the cameras on that day. Lastly, he kept “threatening” to void my contract and didn’t honour or “care (his words) ” what my online contract stated. I told him to go through with it so he did it in an aggressive tone and was like ok and so I responded “ I look forward to renting with you guys again” and he responded with “we’ll see about that”. This is by far the worst employee I have encountered. I am willing to speak to any enterprise representative except this person. Extremely unprofessional.

Update Aug 15, still waiting for a response and resolution.

I had the absolute pleasure and amazing experience with the Manager Rob and Ryan O’Grady! Highly recommend these amazing guys because their service is phenomenal!

We had a great experience with Robbie and his team. They are very friendly. Extremely professional and attentive. I loved working with the team of this location. The best experience with all rental experiences in the past.

Thank you to the Merivale location and their wonderful manager! We were stranded in Ottawa due to flight cancellations and this location went above and beyond to get us a car. It was clear they were so busy but they treated all of the customers with kindness. We can’t thank you enough!

I absolutely love this branch and will only rent from them. The employees are so helpful, professional and willing to go the extra mile. They all genuinely seem happy to be working there.
I highly recommend them if you are in need of a rental car.

Very bad customer service because I booked through there website and paid everything where fine and when I gat the the store to pick the car she said we need credit card how about someone don’t have credit card, can’t rent a car this so bad for enterprise company

I required a short-term rental while my vehicle was being serviced. The Enterprise team pulled through with flying colours! Thank you, James and team!

Great team! Very promising compared to all enterprise locations, management is super kind and understanding, 5 star is not enough I would give them 10 star. They care about their customers very much I highly recommend this location!

Excellent customer service. Provided all necessary information. Very caring staff. Only limitation was availability of vehicle at the time. I got something while I reserved for something else. They tried their best.

Beyond excellent customer service.the staff (Robbie), was a rock star - a day that I was given possibly the worst news, not only was he accommodating in an extremely busy and snowy day, from a rental perspective. His humility, kindness and understanding of a situation was valued beyond words

Standing up for a friend who's initial deposit of $300 is taking an unreasonable amount of time to return. When asked why, they blamed it on the corporate. That is bad customer service.

Let just start by saying that I wasn't in a position to chose my rent-a-car services, Enterprise was assigned to me by my insurance company.

Now, when a multi million dollar company allows themselves to owe you money for more then a month and at the same time they don't do investigation why that happened and in addition to that, they cowardly put the blame on their business partners (who are ironically chosen by that same company and not by their customers), you know that you are at the wrong place.

People that work for this company (from Melanie and Robbie and some other staff members at the branch to people in the financial department in the head office) were obviously never introduced to the notions like "Problem solving skills" as well as "Ownership of a problem".
And they obviously do not communicate between themselves to address and follow up with the problems or concerns of their customers.
Very unprofessional and sad from their side. They should have known better.

In my past I worked for Royal Caribbean Cruise Line for 4 years so I know what I am talking about.

Long story short, Enterprise Rent-A-Car will never see me again.

I wish I could get them a zero mark. I made a reservation through phone line to pick up a car there at 12: 30 PM, and it is guaranteed. However, they called me I am in the waiting list, the car I reserved I not available. Very upset about their reservation service.

If you are black, avoid this enterprise at all cost. They gave gave us the tiniest car they had, a small white Kia Rio, the thing can barely fit 2 standard sized grocery bags, car smelled like dirty gym socks, check engine light turned on after a day, the cheap windshield wipers actually made the windows dirtier. The breaks barely work half the time.

Just dealt with Robbie, I had a problem and he addressed it right away, and took away my stress. A very professional top notch customer service experience. He is definitely the kind of person you want and need running an organization