The DeKalb's office staff do not answer their phone. The message on hold says "the branch is still assisting other customers, please continue to hold." Sure, I'll hold FOR TWENTY MINUTES so that they'll never take my call while the next message is, "your call cannot be transferred, thank you," and disconnects because now the office is closed! Yeah, I forgot that this was why I always used Hertz that was down the street! And, of course, Hertz is the business that left DeKalb. ENTERPRISE IN DEKALB DOESNT DESERVE ANYONE'S BUSINESS! read more

To repeat what others have already said, they count on being the only rental place in the area and they never seem to wipe down or wash their cars for the next renter. This last rental agreement I was charged over $70 for tolls and "service charges" that would be at most $20 with my own transponder. Unfortunately transferring your own ipass has been made impossible with these new non-transferable stickers and it didn't help the case that both cars I rented this time didn't have normal illinois passenger plates, so even though I added them to my ipass account and spoke with a ipass service rep to confirm the plates as rental, they still ignored charging my account and sent it to enterprise. It's like the whole process was made difficult on purpose to extract more money from people. They go over a dozen pointless options and ask every single useless question they can before giving you the keys. Every question except anything about an iPass (despite this being a location in a small city in the middle of nowhere). They also charged me twice for pre-pay fuel which was never articulated correctly in the first place. The manager also has terrible interpersonal skills with that generic stock salesman voice. Nothing authentic about him. EDIT: I contacted support and after telling the customer service rep all this they didn't know what to do and ended the chat. read more

They depend here on being the only local rental place. My wife's jeep was hit and in for repair. The insurance company contacted enterprise and reserved us a vehicle. We left work early (I had to drive her over) and went to pick it up. We were then told they had no vehicles available and could possibly get us one on Monday (this was Friday). They offered us a vehicle from another location in St Charles, however we had to get there within 10 minutes or they would be closed. This was not the first time they have played this game. We have had repeated problems here and only return for two reasons. 1. When my wife's company needs her to go somewhere, they want her to rent from enterprise. 2. They are close. We ended up going back on Monday as my wife got tired of needing a chauffer and she was going to need to drive out of town on business. Going forward, we'll do like we have done in past and rent elsewhere. read more

Everything needs improving including having the cars cleaned and ready. Doesn't seem to matter how frustrating their process has been

Can't give a negative STARS so one it will be! So after everything I've tried with this absolute joke of a company I am being screwed and made to pay for damage that I did not commit. Kenny the manger at the Dekalb location needs to be fired for lying in my face. He told me he would make sure that I was not charged and when confronted he told me he never said a thing. Forest in Damage Control is a worthless customer service person. She was confrontational the moment she answered my call and was not willing to help me figure out the situation. I hope these 2 are fired because they are dishonest and shady. My insurance information was not taken when I picked up the car and I did the honest thing and gave the Auburn IN location (where the car was returned) my information- which I never should have! Now my insurance will be paying the claim and I will have higher premiums now because of LIARS! I hope this makes it higher in the enterprise organization and I am contacted to help resolve this. Again, very disappointed and will not be using them in the future nor will anyone in my company. Enterprise please reach out to make this situation right! Kenny the manager in Dekalb IL should lose his job for his shady business practices! read more

Sooo, yes it's me...AGAIN. So the phony (probably AI-Generated response I got from enterprise "Customer S. Manager Suzanne, we would like to know more about your experience. Please visit www.enterprise.com/en/help/contact.html to contact us by either chat or phone. Please be ready to provide the rental location, rental agreement or reservation numbers, your contact information and the details.Thank you. - Chris M" is their response to THIS REVIEW: After months of waiting for police/my attorney to locate and hold responsible a person insured by USAA insurance who hit/damaged my car and injured me, fled the scene, I rented a car from enterprise. Initially the process was awesome! The young lady who assisted me was extremely knowledgeable and customer oriented. She explained why I was responsible for the $50 deposit. I paid it. I had the car for approximately 1 week and the video screen went out on it. The young lady, cannot remember her name, was very understanding and exchanged the car. My car was ready at the collision center and so I picked it up and left the rental at the collision center as requested. They said they would wash it and ensure that enterprise received it. LAST NIGHT my card was charged AGAIN and then credited hours later, which to me, is a wash. Of COURSE no one is answering the phone at the location, even though I was told by Nef at the main 800 number for enterprise that there weren't any available rentals. I was on hold until Nef was able to reach Theo at the Dekalb Industrial Way location in Decatur, Ga. Theo, on the other hand, was very rude. I was trying to explain what happened and was cut off at every sentence. He's trying to tell me what he's seeing on his screen and I'm trying to tell him what I'm seeing in my bank statement. Additionally, he wanted to send an email to show me but stated that I wouldn't be able to REPLY to the email with a copy of what I see in my bank statement. ‍ I hope they ARE recording these calls! (probably not for TRAINING purposes). Good thing enterprise isn't the only car rental business. SO I ACTUALLY CALL THE NUMBER. No surprise... they were NOT expecting my call, nor was there ANYONE named Chris M, or A-L, N-Z, etc. THESE ARE AI-generated responses...lol! ENTERPRISE!! PLEASE DO NOT RESPOND... I won't be checking for you. Sincerely, SUZANNE J.. fr read more

I highly recommend this Enterprise Rent-A-Car facility. I've used other Enterprise facilities over the years, but this is the first time that I've been to this one. I received outstanding service from Vincent Terracciano who set me up with the first vehicle. He was very polite and customer friendly. Also the manager of the facility Matthew Kowalski was great to work with. I have 13 years of supervisory experience, and I was very impressed with Matthew. He was very polite and customer friendly to me but what I really respected from him is how polite he was to his employees. When the manager is outstanding, the rest of the facility will be outstanding. Michele read more

The first time I rented, I would have given 5 stars. This time, I would give zero if I could. Pick up was fine, 15 minutes I to my trip, I could tell the car smelled of cigarettes that they tried to cover with their cleaning solution. When I returned, my Illinois toll app put $40 in unpaid tolls from previous renters on my account. I called the local office immediately and was told they'd take care of filing a report & would get back to me. No call, nothing. Called back on Monday to get an update and they were very rude, kept interrupting me when I was speaking. Then when I got upset because he wasn't listening, he hung up on me. I called to speak with a manager and he was equally rude, but did finally give me an 800 number to call. I had to call their 800 number 3 times and speak to 5 people over the course of a week before I was told how to file a dispute. Horrible service and no accountability. Corporate doesn't care about good customer service after the sale. It has been a week and I have yet to hear back from anyone regarding the issue. read more

300 deposit, left without car. They also tried to rip me off for extra rental days on an insurance paid car rental. I refused to pay as neither they or insurance bothered to let me know date car needed to be returned. Also, claimed they didn't have a economy car on lot, I replied that I had reserved almost 2 weeks in advance when they supposedly had to go and look and magically an economy car appeared. Very shady business. read more

I was sent to this location from an insurance company that was fixing my car. I received an e-mail saying the car would be ready on a specific date. I contacted the location to verify the time to pick up the vehicle and was told to come in at a later time, 10:30 a.m. instead of 8:00 a.m. On the day of pick up, we went in at 10:30 a.m. and was told we should have been there at 8:00 a.m. and we could not get a car until 3:30 p.m. I explained that we were told to pick up at 10:30 a.m. and was asked repeatedly who I talked to. First, doesn't really matter, it was someone at your location, second, they repeatedly said that they were not being disrespectful, which usually means they were. I left the location and contacted the Batavia Enterprise location and was treated extremely well. I would not recommend this location but will still go through Enterprise when renting a car. read more

Such a great experience! Terrell made everything so easy. I was renting a car because my car was getting some body work done and my car insurance made arrangements with this location. He made sure that the car I received was the same range car that I had, showed me how to use all the stuff on the inside, and how to open the gas flap (thank goodness, I was have been searching all day for the button). I was in and out in no time. I highly recommend this location! read more

Wonderful place!! Overly helpful and friendly people always willing to listen and find what best works for you! Definitely love this Company and this Location!! read more

Exceptional experience; this is how all rental companies should operate. Recently, my car was involved in an accident and the insurance company set me up with Enterprise while my car was getting repaired. I made an appointment to pick up the rental. When I arrived, there was a very brief wait, the staff person showed me a few cars, and used his tablet for a quick checkout process. From the time I arrived to the time I left, it was less than 20 minutes. When I returned the car, I made an appointment for the drop off. When I pulled into the lot, a manager was available and waiting for me. He checked out the car, worked with my insurance company for payment, and returned by deposit within a couple of days. In person and on the phone, the staff was friendly, easy to work with, and was highly efficient to get me on my way. I regularly rent cars, but this was my first time using the DeKalb location. Hands down, this was the best car rental experience. I would definitely recommend Enterprise in DeKalb to any of my colleagues. read more

Not at all happy with our experience. We had to rent a vehicle through them due to a claim from a vehicle accident. We had the vehicle for almost 3 weeks. Their slogan is "We'll pick you up". That's a lie. I had to find a ride to them and then when returning the vehicle, I had to find my own ride again. I'm a but confused at how they will pick me up? The staff was friendly for the most part. I did run into one rude girl on the phone but the staff was overall friendly. But I think it it poor business to say they will pick you up when in reality they won't. read more

If I could give the Enterprise Car Rental office in Dekalb, Illinois less than 1 star, I would. I tried to rent a car on July 1. I made the mistake of wanting to use my Visa debit card. I had called the office the day prior, asking what additional paperwork I need to bring when using a debit card, and I was told to bring a valid insurance card (easy peasy) and an up-to-date utility bill to verify address (not a prob). So the nightmare began with the attendant asking me if I had paid off my utility bill. I explained that the bill wasn't due for nearly three weeks, and it hadn't been paid. He then called the utility to verify that the bill hadn't yet been paid. Wha ... what? The attendant then asked me if I owned or rented my home, and how long I had lived there. He then asked the name of my employer, what my title was, and the name of my immediate supervisor. After this (yes, there's more), he asked for three non-personal references that he could contact to verify my residence and employment (and this was at 7:45 in the morning). When I showed a hint of bewilderment at his reference request, he also told me that he'd need to contact the local police department to check if I had any outstanding warrants that might impede my ability to rent a car. Once again, we're talking about renting a car ... Needless to say, I grabbed my paperwork and left the Dekalb, Illinois Enterprise. I DO NOT recommend this rental office, nor this rental company, to anyone. read more

I have rented from this location a few times for work trips. While I do get a vehicle and it works out somehow, I sort of dread going here anymore. Sadly my employer has Enterprise preferred over Hertz, so it is sort of difficult to go to Hertz instead and later expense it. I am sure our company rental volume would boggle your mind. I have always booked at least a week in advance so there should be no problems getting the type of vehicle I requested. Their vehicle pool is scarce and they must not pull from other Enterprise locations. If the vehicle type you need has not come back from the prior rental, there is not a comparable vehicle as a backup. In some cases this just can not work for what I need, leaving me screwed to find an alternative. Mostly my gripe is due to their blatant understaffing. Which is Enterprises's resourcing problem and not the customer's. Although it certainly affects their customers. Most of the time when I call there it constantly rings. If someone picks up they are on a mobile, cannot offer you any help, and have to call you cal when they are back at the location. **If so understaffed then why still offer customer pickup/dropoff?** I have to give credit to one of the younger guys working there. I watched him run around trying to do every single task (checking in, calls, checking out, washing cars, etc) at that location to care for the customers. He was the only person working that day! I hope management commended him since I would call that working above and beyond. I would hope he is paid well. I inquired where everyone else was....the response was that someone quit, they had not replaced them yet, and the rest went to a company training event. **Really...understaffed and then sending what little staff you have to training?** That is simply infuriating. If Enterprise has a regional rep covering that location I highly suggest replacing them with someone competent to get this location back into shape. Really sad. read more

Waiting an hour and 20 minutes to pick up a car that a "quick" reservation was made online is ridiculous! Used enterprise in Yorkville several times and never had an issue read more

I would be wary about using this location. In March 2012, I was in a car accident and needed a replacement car to drive- quick. A friend who works for another Enterprise location referred me here, so I called them. Unfortunately, I was in an accident Friday evening. I tried calling Friday night... they were closed. I called Saturday several times. The phone rang and rang and rang. I left a message, called again... They were closed by noon. They were closed Sunday. I got up early on Monday morning and called. It took five calls before I was able to get through to someone. They told me they couldn't get me in a car that morning (they have a very small lot) but they could help me if I could be there by 4:30. I asked if I could make it later since I had to work, and was told that if I was any later than 4:30, I would have to wait until tomorrow. Well, I managed to find someone to cover for me, I arrive at 4:30 to find a long line of people waiting, and only two girls working frantically. It was 5:15 before I was helped. During the inspection, I pointed out a few dents and scratches. She never asked me to check for hail damage (in fact, she showed me a circle the size of a half dollar and told me to only point out anything larger than the circle) but when I returned the car, they told me there was hail damage and I would have to call my insurance company to file a claim. It hadn't even hailed! Well, I ended up having to call the regional manager, and kept going up the ladder until I got someone out to actually look at it. The supposed hail damage was practically invisible! I found out from my friend that if there's hail damage and it can't be pinned on a customer, it comes out of the manager's paycheck. Well, no wonder! Thought my nightmare with them was over once I got them to drop the claim. Nope. They had no record that my insurance company would be covering my rental car, and even though they were supposed to give me a discount, they hadn't. It took WEEKS to get them to refund my money, and even now I'm not sure I got everything back. THEN, over a month later, I got a letter in the mail. My iPass hadn't registered, and I'd missed a toll. They told me in the letter that I would be charged the price of the toll that I missed. I called them and spoke with someone to make sure that would be the only charge. She assured me that it would be. NOPE. They charged me a $15 convenience fee. This would have been fine with me if anyone told me that they would charge me for it! The fact that the letter said nothing and the associate said nothing when I specifically asked was ridiculous. My friend who works for another Enterprise district is so embarrassed for referring me. The manager at this branch is incompetent. She continued to try to pin the hail damage on me even after I reminded her that she personally had never asked me to check for hail damage, nor had she checked herself. Unbelievable. There is a Hertz next door and an Avis down the street. Go ANYWHERE else. Shady business here. Don't really know what they're doing... read more

This was our first time renting from Enterprise in DeKalb and it was a great experience. The staff was very friendly and professional. The process was smooth and as expected. Will definitely use them again! read more

I have rented a few times and the service was average at best. This new group of folks are very professional and courteous. Fast check in/out process and they were very friendly to me and my children. They even got a chance to play a little foam basketball while we waited for the car to get cleaned. I would recommend and return to rent at this enterprise. Great turn around! read more

The easiest people to work with, anywhere. I've rented cars dozens of times from this location, and I've been extremely happy with the customer treatment. read more

My experience with this enterprise was amazing. Seriously 5 star service. Tyrell was wonderful, he called after I booked online and confirmed everything I needed to bring, making my pickup fast and easy, on top of that he was highly personable and has wonderful customer service skills. read more

My husband and I went back to his hometown to visit his mom who had been sick. Over the years we have used Enterprise where we live in California and also in the Midwest when we visit, and always had positive experience. When checking out a car I saw a lumina that just was returned it was still dirty the girl helping us said no problem we will have it ready in a few minutes, I told them to take their time. When the car was returned it was wet and not that clean. I didn't want to be a pain so I didn't say anything. As the inspection was going on my husband pointed out a couple of scratches. We returned the car 5 days later we put no more than 100 miles on the car the whole week. When checking the car back the lady said to me there's damage to the car a couple of small indentation on the roof I was in shock I thought I was being punked, when I was shown the two indentation they were hard to even see, I told her there was no way we could of damaged the car we barley even drove it.The Rep said she had made a notation the roof did not have damage.The car was wet and dirty it could of been overlooked, plus it had hailed the week before. I was so upset by then I had to walk away. I was in disbelief we were being accused of damage that was already there. When we got back to California my husband called the regional manager who looked into the claim and called back saying they were going forward with the claim. My husband even wrote the CEO a letter there was no response (surprise). For a company whos mission statement is all about customer service and customer loyalty they did the complete opposite by not believing their customer. Instead of spending 100s of thousand dollars on training new staff and advertising why not make it simple, believe your customer and listen to them. That is how a customer will stay loyal. Enterprise will end up losing 10 times as much money from us. I will never rent a car from them again. I will make sure everyone in my family is aware of there shady business practices. I think the CEO should read his mission statement again,customer service and loyalty is all about listening to your customer and believing in them. If you don't follow or honor your own practice's,then you are in the wrong business. read more

This was my second time renting from Enterprise at this location- both times we had fast, friendly service, a great ride and no worries!

I had a very pleasing experience with renting a car here. I had been involved in an accident and my car was in the shop for a little over a week. My insurance company set up the rental. I did not have to deal with any red tape with my insurance company, nor enterprise. They sent a driver to pick me up at a specific time and he arrived in the car that I would be driving. The driver was friendly and we had a chat on the way to enterprise. When I arrived, I did a walk through with the man at the front desk and he was very polite and informative. He tried selling me some kind of insurance (I hate when people try to sell me shit I don't need) but aside from that, very professional. The car that was given to me was very clean and in great running condition. It was a 2014 Nissan Sentra. It had close to a full tank of gas and I'd say the entire process took me about 30 minutes. They take a $50 deposit on a credit card in case of damages etx so if you are renting, be aware of this. When I returned the car, I dropped the keys in their drop box and my deposit was refunded within 48 hours. I would use this enterprise again, even though I hope I don't have to! ;) read more

I had a great experience renting from Enterprise. The checkout process was quick and easy. The car was new and clean and had almost a full tank of gas. I didn't have to wait at all to get a ride back when I returned the car. Everyone was very professional and friendly. read more

I was very dissatisfied with this Enterprise. I needed a rental car for a week due to my car being in the shop. My insurance prefers Enterprise over others so I went with them not thinking it was going to cause me such headaches. First off, I had a reservation with them and when I went to pick-up my rental there were no mid size cars available, let alone anything. What is the point of a reservation!? I had to wake up early the next day and have someone else drive me who was in turn late for work because of it. When I got there I looked around because there still seemed to be no cars in the parking lot. I asked the staff what mid size car was available (keep in mind I keep saying mid size car) and they said I can pick anyone I want. Seriously, I thought this was a joke because when I looked at the lot there were 2 mini-vans, and a truck. Anyone I want, as if there were rows to choose from! They then said they had a Ford Flex ready, and since I could not be late for work I accepted it. Again, I wanted a mid size car and ended up with a massive SUV/station wagon, imagine the gas I spent. Anyways, once we got started on the check-list and agreement forms the guy kept pressuring me to go with their insurance. I can't stand when employees try to pressure you into buying or getting something you clearly don't want or need. He had his pen down on the paper like I had no choice in the matter and one of those boxes needed to be marked. Annoying! After a week with the rental I got a call from my body shop that my car was done, but was not able to pick it up that day since I had to go straight from work to class. I let my insurance company know, and they approved the extra day. When I went in the following day to drop off my rental I double-checked I was getting my deposit refunded. Low and behold there was an issue and it could not be refunded to me because my insurance never approved it. I was so irritated I left and picked up my car and immediately called my insurance company. My insurance company told me what I had already figured, that they had approved it and there was no reason for them to not refund my deposit. Meaning Enterprise messed up and they were trying to blame it on my insurance company. I then called Enterprise back and like a previous reviewer stated, they were on a mobile phone and would call me back when they could. They called me back and the person I was talking to told me I had to have a manager call me back. Of course, the manager was out for the long weekend and when I did finally get a call back I was told what I had already knew. They had messed up and that they were going to refund my deposit, she also kept apologizing, but it was too late for that. I then had to wait 2 days for it to reach my account! I will never rent from this Enterprise again! This may not be the case at other Enterprises, but this one in particular seems to have a consensus going that it is not the place to rent from. read more