In May, I rented a premium full-size pickup truck (2026 Dodge Ram) from the Plymouth Meeting branch…read morefor a month and had an excellent experience. Because of that, I chose Enterprise again when I needed another truck. I called ahead and was assured one was available, but when I arrived, no reservation had been made and there was no truck for me.
Instead, I sat at the Plymouth Meeting branch for hours while employees tried to locate another truck. After the lengthy wait, I was driven to the Jeffersonville, PA location, where I was given a Chevrolet Silverado in unacceptable condition. The truck was filthy, with food between the seats, mud on the seats, dirty windows and windshield, and it smelled of cigarette smoke and rotten food. Within five minutes of leaving the branch, both the "Change Oil" and "Check Engine" lights came on.
Roadside Assistance directed me to the PHL Airport location for a replacement. After driving there, I was told there was nothing they could do because the airport and branch locations were "separate entities." I asked if they could at least clean the truck so it would be safe to drive. Instead, I was offered a compact car. I rented a full-size pickup because I need it for work. When I declined the compact car, I was simply told, "Have a nice day."
From that point on, I spent nearly a week trying to resolve this issue. Multiple call center representatives repeatedly sent me to different branches, assuring me they had trucks available. Every time, I arrived only to find the location closed or unable to help. After my sixth or seventh call, I was promised a callback on Monday to arrange a replacement. That call never came.
By Thursday, I had to call again myself. Ben from the Plymouth Meeting branch assured me he would personally help get me into the proper vehicle, but he never followed through. This was not the failure of one employee. I was failed by multiple call center representatives, branch employees, and management. At every step, someone either gave inaccurate information, failed to follow through, or passed the problem to someone else. No one took ownership.
While driving between Enterprise locations on Saturday to exchange the truck, I was caught in a severe thunderstorm that brought down trees, power lines, and utility poles, causing flooding and making roads impassable. Between sitting for hours at the Plymouth Meeting branch, being driven to Jeffersonville, making repeated phone calls, and being sent to multiple locations that could not help, Enterprise wasted well over a full workday of my time trying to correct a problem that should never have occurred.
I have rented vehicles for more than 20 years and have almost exclusively used Enterprise. This was, without question, the worst rental experience I have ever had.
I am a union member and an employee of a Fortune 50 company that uses Enterprise for corporate rentals. Because of this experience, I have already contacted our leadership and recommended that we evaluate moving our corporate rental business to another provider. My time is valuable, and being repeatedly misled, sent to closed branches, promised callbacks that never came, and treated with indifference is completely unacceptable.
I hope Enterprise uses this review as a training opportunity. This experience exposed a complete breakdown in communication, accountability, and customer service across its call center, branches, and management. If I treated customers the way I was treated throughout this experience, I would no longer have a job.
