I feel lukewarm about enterprise and in general for work I may keep renting from here but there are a few things to be aware of: The two times I've rented from here the car I selected online was not in stock. I picked a regular sedan and the first time I showed up and it was actively being shown right in front of me to someone else... lol. They put me in an SUV for a cheaper price (fine by me) however, the first SUV I got into reeked of cigarette smell. Really unfortunate that people do this in rental cars but more so that enterprise allowed that car to be in their rental stock when it was clearly not ready to go out. Fortunately there was another SUV available and I took that one, although at that point it was really my only option. The second time I came by they were completely out of stock except for a minivan. This was inconvenient for me as I was traveling for work to DC where parking is generally pretty tight. They weren't able to offer any flexibility although the reservation had been made in advance. It drove fine but just expect to show up and get put into a random vehicle. Upon inspecting the minivan, parts of it had clearly not been cleaned. The center console was full of trash and the cup holders in both cars I've rented have been super sticky and gross. Cleanliness is not a huge priority for them. Overall if I have to rent for a few days I am not super picky so I'll deal, but if you want to know what you're driving ahead of time and expect the car to be super clean, I would either lower your expectations or go elsewhere. They do a very average job. Cville is not a major city though so not sure how booming the car rental industry is here anyway... for a small town this meets expectations. The people who work here are super nice though! Not sure how people have had bad interactions with them. I'm sure if you yell and complain and expect them to sit there with a smile you'll be disappointed. Lead with respect and they'll match your energy. They've been easy to work with in my experience so far. read more

I would give these people no stars they don't deserve it we rented a car and paid in advance for it and was supposed to pick it up last Saturday at 10:00 and being yanked around until 4:00 pm was when we finally got the car and then we asked Cailey to see if we could get the vehicle til Sunday since we had to wait to begin with and she said sure I will adjust it at no extra charge well bullshit Caylie didn't do as she promised after calling and not getting anyone she still had it as returning it on Saturday and since she didn't answer her phone I emailed her and she said I'm on vacation u can message Brittany or Andrew and then I emailed Brittany and guess what that bitch is on vacation too so then I emailed Andrew and no fuckin response at all from his sorry ass so I guess he is on vacation too where he can't even get emails don't waste your time with these people they r a waste of time and don't promise what they tell u because they r on vacation now if u want to be highly fucked with some half assed dumb assholes then u reached the right fuckin place thank u Shelley read more

Made reservation and they canceled it ! They have no desire to help ! They lied with district manager trying to find us a car! Epic fail!!!! Just very sad ! read more

Great local place to go to when you're renting a car. Service was quick. If you're lucky, your service tech will be Donald. Donald was amazing to work with, very thorough in everything, polite and knew his job. Donald is definitely management material and an asset to the Enterprise company. read more

BEWARE - reservation at Enterprise MEANS NOTHING!! Made a reservation, then bought plane tickets based on having a car for the 2 hour trip to the airport, they called back 4 hours later and said "Oops - we might not have a car for you. A reservation here is NOT A PROMISE or commitment; it means we will hold it for you IF we have one and we don't right now." This used to be a reputable company; used them for my business for decades. NO MORE - they do not follow through on their commitments/reservations. I argued with a manager for a long time, telling him he needed to do whatever it took to find me a car - no progress. AN ENTERPRi/SE RESERVATION IS NOT A COMMITMENT - if you actually need a car, go to AVIS (cheaper) and they will make a commitment. read more

Communication! They reserved a car for me a week before I arrived. I arrived the morning for pick up and they had NO cars available! Left a Google review, contacted Customer Services, etc. They said the manager said they would contact me and it has been nearly TWO months without hearing from them. They're liars and don't care about customers at all. Response to HH: I already did this over a MONTH ago! You all never reached out. Never returned my email or phone calls. read more

Enterprise Rent-A-Car - Email from Crystal at Enterprise in response to Google review. - Car Rental Near Me - Charlottesville, Virginia

I want to thank the friendly professional team at Pantops - my rental experience was expedient and very professional! I think sometimes as customers we forget the tremendous pressure those serving us are under to meet customer and corporate demands, and we offer little grace when service falls below our expectations. Despite the business of the location, the team at Pantops strives to provide the best experience possible for each customer - and in my case, they succeeded! read more

If I could give zero stars I would. What a pompous jerk they have running this place. If you get a guy named JAKE just cut your losses and look elsewhere. Apparently being the "Branch Manager" does not require ANY customer service skills whatsoever. My two week in advance reservation was cancelled with no heads up or any indication that he was giving my car to someone else. Upon showing a bit of frustration the punk tells me they are short handed and that he didn't have time to call me - then hung up on me. 0/10. Cmon Enterprise - hire some decent people. read more

Price for added insurance was more than I think it should have been. The Nissan preformed flawlessly. Had to make two trips to pick up the car. Waynesboro had none available so ended up going to Charlottesville read more

I've rented a lot of vehicles in my time as a driver. Often, I find myself renting when in town for work. Unfortunately, I arrived at this location to find disinterested staff who made me feel like my business did not matter. I do not recommend this location and will look for alternatives to meet my rental needs. read more

When I need to move, I call enterprise for a truck. I wanted to rent a car and went through the procedure prompted buy the resevationist. They suggested that I go with a promotion offered by American Express in which I would save. Louis (extention 7203) explicitly told me to go to any grocery store and purchase a American Express gift card and put 200.00 on it. I did. And they reserved a car for me, only to call me 1/2 hour before the pickup time to say that I couldn't use the gift card, that it had to be a credit card and asked me to bring an additional 200.00 to the pickup location so I canceled the reservation. I asked Louis for a cancelation #. He hung up on me and when I called back, he wouldn't answer the phone. At this point, I'm guessing that this is a scam! But I called back using my wife's phone and spoke to a Robert Johnson. He had a very thick foreign accent for that kind of name. As soon as I'm done with this review, I'm calling Corporate office to try & resolve this. Is this normal business practice. I had a very important meeting that I missed on this account. I'm very disappointed that they say it would take 5-7 business days for a full refund but I'm skeptical since I could not get a cancelation #. Very bad practice! read more

HORRIBLE SERVICE!!! Zero stars. I ordered a rental in advance to be picked up at 1130. At 10 the dealer called asking why I haven't picked up the car. This disrupted my whole day as I had scheduled it to be picked up later for a reason. I drive out to pick up the car and the representative is rude and unhelpful. He does not know how to apply existing mileage credit or veteran discount. He blocks my path so I cannot inspect the car myself and then leaves before I take the keys. I open the car door and it absolutely REEKS of cigarettes. I am asthmatic and high risk for COVID. This car has not been cleaned nor disinfected. It is clearly labeled a non-smoking car. The car is also out of gas so my first step is to try and make it to a gas station to fill up. I try calling to ask for a different car because it's not cleaned and smells terrible. No one answers. I keep trying and finally reach someone, only he proves unhelpful and incompetent. I tell him I'm not happy with my rental being empty of gas, unclean, and smelling of cigarettes. He offers to have it cleaned if I drive it back, but I'll have to wait 40 minutes while they clean it. He otherwise says that ~I~ have to call around to different regional branches and see if an alternative vehicle is available as he doesn't have anything else. I reply that's his job to coordinate and find a replacement as I'm in a hurry and this mistake is on him. He never apologizes or takes responsibility, but hangs up and says he'll try another branch and call me back. He never called me back nor did he coordinate with another branch in the area. He never contacted me again, and in fact, I ended up having to call around to other rental agencies to find an alternative. If you're looking for a rental agency that is respectful, courteous, helpful, and provides good service that protects you during COVID then keep looking as it's not Enterprise at Pantops. Try Hertz or something else. read more

We had a situation that we needed to rent a car to drive about an hour away and back. Showed up to this location at the recommendation of the hotel. We went in and got the rudest representative. We had our licenses, a debit card, and cash for the $50 rental but he said he couldn't use our debit card and just run it as credit and had to use a major credit card (which i have but left it at the hotel b/c this was suppose to be a quick trip)b/c we had out of state licenses. Now I COULD have used the enterprise app or even orbitz and used the debit card that was in my hand and it not have been an issue, just like this joker COULD have ran my card as credit but said it was policy to have a major credit card b/c we were out of state. And he was rude about it. So we called the hotel shuttle, we reserved a car with AVIS at the airport for $25, showed up with my out of state license, and DEBIT CARD THAT WAS RAN AS CREDIT, the nicest rep, sent us on our way in about 10 mins with no sass. I'll never use Enterprise again. And Enterprise, before you try to come back with some shade about store/company policy about rental payment, I've rented cars from y'all for years just using my debit card. I've used my debit card with no issue until today. I recently rented a car in NYC, with my out of state license, and my debit card from enterprise. No problem, no question, no sass. Y'all need to get your mess in check. And everyone else, go to AVIS. It's cheaper, they're nicer, and no sass. read more

I am currently having a really bad experience with Enterprise. My car was damaged in an accident 2 weeks ago, and my insurance company set up a rental car through Enterprise. When I dropped my car off at the repair shop Enterprise was there with my car. When I was signing the rental forms on the agents tablet, it came to the insurance part, and I said I didn't need it. I have geico. He told me geico was giving me a discount and when I said I didn't want to pay what my options were he said to turn the car in. I needed the car to get to work, so I signed. A week and 300.00 later. I was talking to my insurance agent and was told I didn't need that, and she called enterprise. When she called me back, she said I had to call them to cancel and ask for a refund. I was told they would cancel it, but they didn't. I went in the office today, and they hemmed and handed and said it was now canceled. They won't refund any of the now 435.00 they have charged my card. This is a terrible fraudulent business. read more

I was deeply unimpressed with Enterprise. I wish I could give less than 0 stars. The only reason I almost considered giving 2 stars was because the guy who picked me up was the SWEETEST most patient guy and the man who did my initial walk around was personable and kind. Unfortunately, that was clouded by Enterprise's lies about additional damage to their rental, overcharging me for damage that was not caused by me, and attempted to bill me $2,500 for the damages. I will never use the Enterprise down here again (Which is unfortunate, because I've been loyal to Enterprise up in my hometown for the past 3 years). read more

I have used this Enterprise for over 6 years for work related business, and while the staff is always friendly, I'm almost always disappointed. Limited availability. Cars not ready at time of reservation. Long lines. Long waits. Three stars is generous. This last time, though I came in at 10:45 a.m. on a Friday to get a van and was in and out quickly with no hassle. read more

I'm so totally an Enterprise Rental Fan. The staff is always great and the drivers who pick you up and drop you off are fun, funny, personable and excellent drivers. They know my name, are always glad to see me and get me where I need to be. As Lisa and Ashley have noted in their reviews, the lines are long during certain times, and cars are not always available, at least not the ones you wanted and sometimes not at all. That's part of the rental business I think because I've seen the same issues all around the country. The cars they do have are brand new. More than once I've driven something with less than 50 miles on it. Chris, the manager, is amazing. He's always patient, does his best to get you into the best car at the best rate and to make sure you're happy. He is the epitome of what a good manager should be. He does what he'll says he'll do and he truly cares about doing a good job. The cars are always clean, and except for one that smelled like an ashtray (I forgot to ask for a non-smoking car), they're always well detailed and comfortable. TIPS for Renting From Enterprise: Make a reservation. It helps them stock cars and if there is one car left and two people wanting it the one with the reservation gets it. Call them about best times to show up, when it's slow. There are crunch times, like when they first open, on Fridays (people wanting weekend trips) and around 4:30 or 5 p.m. Think about going during the middle of the afternoon, around 2 or 3 p.m. those seem to be slow times. Don't wait until 4 p.m. on a Friday, and make sure you pay attention to things like graduations, football games, holidays and students arriving or leaving UVA, weddings and so on as those are peak demand times for cars. Be flexible. They almost always have a car and choices, but there are times you'll be offered a truck or van. Ask about a discount or upgrade if they don't have what you want. They'll give you an upgrade if they don't have any cars in the range you reserved - another GREAT reason to reserve a car. If you reserve a compact and they run out, you get a free upgrade to a larger car. Don't get mad at the agents. They're under a lot of pressure and are truly trying to do the best they can. If you have an issue, be professional about it and talk to Chris or the other manager. DO NOT GET THE "Let us fill it up" option. ALWAYS pick the "I'll return it with the same level of gas it had in it when I got it" option. Like Ashley (I don't know her, just read her review) said, they end up charging a flat rate to fill it up and it's about $4 a gallon. Some agents are going to like you, or not like you for whatever reason, sometimes they're new, or tired, or missed their break. Overall the Pantops Enterprise rocks. I've had issues with them when I first started renting there, but looking back it's simply a matter of not understanding how they work, or expectations etc. They're good people. I highly recommend them. read more

The absolute worst customer service I have ever experienced. I would rather Uber than give them a nickel of my money. After they make mistakes they stare you in the face and offer no solution or assistance. read more

Recently used this service as proscribed by my insurance company and could not have been more pleased. Enterprise made it really easy to pick up as well as drop off my rental car. Their ability to pick me up and drop me off at my car was also extremely convenient. The folks were nice, the check-in and check-out process was a breeze, and the car was nice. I would definitely recommend! read more

Never had my issue resolved. Just got bounced around from one person to another and placed on hold forever. Done.

This Enterprise location is my go-to car rental resource. I've been using them regularly for four years. They consistently get me the best deal possible. And the cars they rent are first rate. (Although I couldn't find the DVD player on the last one. But that wasn't their fault.) I highly recommend them if you need to rent a car by the day or by the week. read more

The best! In times of a family crisis that required a hospital visit nearby, they helped make everything smooth and easy! Wonderful staff. Convenient location. Couldn't be more satisfied. Thank you, Enterprise. read more

Wouldn't let me get a car without paperwork I didn't have, or pay using any other means. I feel it's likely I was profiled and stonewalled.

This was my first time renting a car on my own, and was through my insurance company because of an accident. The lines were ridiculously long, service slow, and I noticed I received a much different customer service because of my age. The guy that helped me was rude and uncaring. Seeing how I was pretty much at the end of the line, I was able to observe how people older than me were treated. They got the full run down, and were asked if the car they were getting was okay for them. When my turn came along, the guy barely spoke to me, and I kept having to ask him questions. He never brought up things like gas or what was expected of me. I think this would have been something obvious to do since I was obviously a first time renter, not some regular. Since I was new to this whole process, I wasn't sure if the insurance company would pay for everything or what. After him just grunting and actual words to a minimum I drove off. I really wish that this jerk had mentioned to me the cheaper pre-paid gas option that they had, since they ended up charging me like 40$ to fill half a tank of the car. I have that same model and it takes like $20-$30 to fill up the entire tank, high way robbery! It would have been nice if he didn't cheapen his speech and attitude just because I was half the age of everyone else. Rude! read more

Highly disappointed. I reserved a vehicle 4 days in advance. I called to see if I could pick it up a few hours earlier than anticipated and I'm told that not only can I not pick up the car early, but they don't know if they will have a car for me at all. When were they going to let me know this? When I come in? There aren't many car rental places in Charlottesville and I wouldn't have had time to travel around before the other places close. We ended up not getting a car at all. read more

Have rented from this location twice and have had great experiences both times. The service is fast and really friendly. I've had several bad experiences renting cars with other locations/companies. People tend to get cranky renting cars which understandably makes employees a little cranky. Not so at the Pantops Enterprise. Felicia helped us this time and she was particularly friendly and helpful. read more

I've rented from this location twice (my first two car rentals ever). I don't remember the name but there's one of the gentlemen there who I've dealt with twice and is super friendly! I know this is the corporate policies but I feel like Enterprise makes it easy to rent a car. I always thought you needed a credit card to rent a car so I tried calling the place my father rents moving trucks from when we move because they don't require a credit card but they don't rent anything besides moving trucks now days and the person who told me that said Enterprise does not require a credit card. So if you are like me and only have a debit card and need to rent a car Enterprise will take care of you. They ask for a utility bill (I used my Hughes Net internet bill) and a phone bill plus a pay stub. If you work more than one job (I technically have four) they only need a copy of a pay stub from one. You might fill out a form but within a few minutes you have an answer on if they can rent to you and at least if you're approved that information is good for 6 months. I rented a car to go to Staunton for a project for work and at the time I was sharing a vehicle with my father and needed to not be rushed to get back to pick him up from work so I rented a car. Since I had to pay out of pocket and not getting reimbursed I just wanted something fuel efficient. They rented me a nice Ford Focus Hatchback and I think with the insurance I got from them it was around $77 for one day. I was going to rent two days later but the car my father and I were sharing broke down so I rented another car a day sooner for two days and paid close to $100 with insurance. They rented me another Ford Focus Hatchback (I liked the first one better). Included in what I paid was unlimited mileage (maybe just within the state but I wasn't taking it out state anyway so it didn't matter). The first two times I rented from them it was Thanksgiving Week and I the second day was moving a reservation a day sooner. Fast forward to two weeks ago I was going to be going to Staunton again and was going to be renting a car but lucky for me I bought a car two days before I went so I cancelled. One of the things I like about Enterprise is if you need to cancel it's okay. Even if it is the day of your reservation as long at it isn't a big vehicle you don't get hit with a fee. And like the commercials say they will pick you up. The first day I rented a car I needed to be picked up and this really nice older gentleman who is a retired Charlottesville Fire Fighter was the driver and I had a really nice conversation with him. If you need to rent a car I highly recommend this place. I have only had great experiences! read more

So wonderful at the worst possible time. One car wrecked, one car broke down and the guys at Enterprise were amazing. We had to turn in cars twice and then rent another for a week. They put up with our mess for 30 days and we are so thankful for them. read more

I had a very smooth and pleasant experience with this place. The lady was very helpful and friendly to me. Thank you very much!

Enterprise - Pantops; Hands down, no better car rental place in all of Charlottesville. Anna was fantastic! Didn't let me leave until I was completely happy with my rental choice. Their service is always unsurpassed and their fleet is top notch. No need to look/shop around. If you need to rent a vehicle, this is where you need to go. read more

I wish I could give a negative star count. The incompetency here was beyond belief. 1. There was a huge lack in the stock. 2. When we called and made a 4pm pick up reservation, we were told there was a Jeep on the lot. Upon arrival, we were told 30-45 minutes. After returning an hour later, we were notified that they haven't had a Jeep in a week and didn't have a car for us. 3. At 5:45 (15 minutes prior to closing) they notified me that they would be closing even if they still didn't have a car for me. Needless to say, I'm happy to give up my premiere status with this company to become a loyal customer elsewhere. Never again Enterprise. read more

Definitely the go to place to rent a vehicle .Everyone working there is super nice but I would like to point out Lauren super sweet super helpful very accommodating. Ive had a rental car from them going on over a week so my BMW can get a lil TLC body work . Almost everyday I've had to call her and ask if I could keep the rental a little longer .She always responded with no problem . Not to mention the process was quick and easy . I work for a high end hotel and definitely will be recommending my guest that come to stay with us to Enterprise Car Rental on Pantops in Charlottesville Va there location is very easy to find and since they are near my hotel this is perfect . I also will be writting another review for my Hotel so my guest and have the phenomenal customer service I had . Thank you guys so much you have a superior team and Enterprise is lucky to have Lauren on that Team . Thank you Mrs Wendy Breeden GSA read more

My experience with Enterprise, especially at this location was frustrating, to say the least. I can't believe how many times I had to call to get information from these people. When I called to reserve a rental car, I was very clear that I needed it returned to a different location. I was told I needed to speak to one of the agents in their call center department to place the "order"; but because I also needed the clients picked up from a hotel, I was referred back to the branch. I originally spoke to a gentleman named Joseph, and he was fine. He was friendly and promised the pick-up on a Saturday. However, that was the end of the good customer service. I had to call back because I never received a confirmation email with the details of the agreement. The woman named Reezy (sp?) that I spoke with from the call center the first time, was pleasant but I am disappointed that she did not follow through. When I called back, I believe I spoke to a guy named Chris (from the Pantops location). I told him I am still waiting for a confirmation email and he said he would send it. Two days later, still no email. SO I HAD TO CALL, AGAIN! Spoke to a woman at the call center department and found out that the confirmation # I was given was incorrect {I gave her the conf # I was given at the time of booking and she couldn't find it.) And to think that I repeated this back to Reezy before we hung up, and I provided it to Chris when I spoke to him; he did not even correct me. After calling the call center two more times, I finally received an email. AND GUESS WHAT? THE CONFIRMATION EMAIL HAS A COMPLETELY DIFFERENT CONFIRMATION # WITH AN INCORRECT RETURN LOCATION. So, I had to call again to try and straighten things out. The incompetence of the people here is mind boggling! And to make matters worse, I had to call the Pantops location two more times, send an email twice and request for a manager before someone replied to my email requesting confirmation of the pick-up and drop-off of the clients! Speaking of a manager (at the Pantops location), I never got a chance to speak with her because when my call was transferred to a woman named Amber, my call was disconnected. These people don't even know how to work their phones! read more

Great customer service and they're fast and give you the best cars! Felicia is awesome and Meghan was very helpful as well. I will always rent from Enterprise Pantops when I can! read more

Pleasant, flexible customer service. Didn't have the vehicle size I had reserved but were able to accommodate my needs. Will rent from them again. read more

Pantops Enterprise rent a car was very busy that morning but they plowed through and got everyone serviced pretty fast. Everyone was professional and pleasant. the car was just what I requested. Have rented before and will do so again. read more

Although they were unable to assist me at this location, I found my experience highly pleased with my assistance. First, the pick-up service and customer service agent was awesome. I had been picked up within 20 minutes of my reservation. I typically never have an issue when it comes to receiving a vehicle; however, because I am an out-of-state driver, I was unable to receive a vehicle today due to not having my credit card(my fault). Even though this was not told to me via telephone when I initially made the reservation, they assisted me TREMENDOUSLY by offering me a ride to the airport. I was so thankful considering I did not have an operating vehicle at that moment in time. The driver, Mr. Jack, was a great man that got me there safe and sound. Good luck with your move in the case you all happen to read this review. read more

I would not ever rent another vehicle from this location. The customer service was very bad and management handles customer issues and complaints poorly. I accidentally left my personal GPS in the vehicle and when I called the next morning to obtain my GPS I was told that the "alleged" GPS was not in the vehicle or was it placed in the lost and found by the person who cleaned the vehicle. I informed the manger, Chris, that the GPS is not "alleged" and that it was actually left in the vehicle. I also explained to him that if it is not in the vehicle or in the lost and found then his employee stole my GPS. Chris then explained to me that Enterprise hires the best of people. I informed him that very good people can make some very bad decisions at times and that his employee made a bad decision and stole my GPS. I stand behind that my GPS was stolen by Enterprise so beware if you rent a vehicle from this Enterprise. read more