First time to Colorado with my aging parents. Trying to give them all the travel we can afford while they're alive. I made an online reservation the day before I needed it. When we arrived, what I reserved wasn't available, reservation plans totally changed (that was my fault btw) and we had to wait BUT..... Madison and Reed Arao (he had black hair and looks similar to Chris hemsworth) did everything possible to make it right. They are the epitome of customer service and they deserve a raise! They handled my parents and I with extensive patience and understanding, and really made us feel like we were in great hands and never gave us the feeling we were a burden. I could write a book of how amazing those two were. ESPECIALLY REED ARAO - he deserves higher wages cos you have a gem in this one!! When we returned the car (I forget the guys name. I think his name is Tyler but he supposedly is one of the mangagers - he's blonde and clean shaven) went out of his way to pester my dad about being late by 20 minutes after 1.) we informed the office we'd be driving back from pagosa springs (a 5-6 hr drive) and made an agreement there would be a grace period, 2,) he gave us the impression he was on power trip - really rigid all business type. He definitely doesn't have customer service skills anywhere close to the other 2, and 3.) Tyler lied to us to enforce policy. Reed needs a promotion! He should have Tyler's job as a manger (if that also wasn't a lie)! Again. Thank you and huge shoutout to Madison and Chris Hemsworth brunette look-a-like: REED ARAO!! You guys are the BEST!!! read more

Christopher is the freaking best! Unique situation of our flight being delayed and the rental car company at the airport unable to accommodate us landed us in a beautiful big ole truck for a few bucks. Christopher worked his magic - would love to receive the same service from him upon my next venture into DCO! read more

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If I could give this location a zero, I would. Enterprise called us to get set up with a rental car the night our vehicle was hit by a drunk driver. The woman we spoke to worked at the broadway location and got us set up to pick up at the Northfield location for two days later. Day of pick up Northfield called us to tell us we wouldn't be able to get a car that day and the broadway location shouldn't have even set us up for a car. After being told there was nothing they could do, I called and spoke to the women at the broadway location and she told me she absolutely can book at different locations and the reason they were down cars was due to unexpected hail damage. Two days went buy and we received our car from Northfield. Upon check out the gentleman who check the car out to us pointed a couple dings on the roof. Upon returning the vehicle, we were told everything looked good. Three hours later I got a voicemail claiming they missed the hail damage I brought it back with, and it wasn't noticed until the car was washed and brought out of the sun! I argued with both the supervisor and manager that this should have been picked up at the time of drop off and we didn't experience hail while having the car in our possession. They responded that satellites showed hail in our neighborhood. They claimed that the guy who checked the vehicle out to us didn't note any damage prior to check out and he "would have remembered" any hail damage, even though the car was checked out almost two weeks prior to returning it. Give me a break, your staff remembers every detail to every car they check out when two weeks go by!?!? Long story short, our experience was horrible. I honestly think their hail damage claim is a scam. I will never go back. read more

I was in a car accident last month somewhere in October 17. Gladly my insurance was in contract with enterprise and I rent out a car. The service was extraordinary beyond my expectation and it was my first time there. I saw the reviews for this location before but after meeting the new team, I am happy to inform that old reviews for this location was "exaggerated". My experience maybe different from everyone else but for me. The experience with this location is the best I could've ask for. Thank you "M" for helping me. 10/10 would return to this location. read more

I've been renting cars here since I was in High School. I sure recommend Interprise to my friends & Family.

Spent 35 minutes on the phone setting up a reservation. They weren't able to tell me how much we'd owe for the car. They sent me to the branch, they were rude and ignorant. Told me they couldn't fulfill the reservation I just set up and told me they couldn't guarantee the specific vehicle I just spent 30 minutes setting up a reservation for. Seems to me they have no idea what they're doing and don't care about earning peoples business. read more

This is what I reported to the manager of this location and customer service. Good afternoon customer care team, I had issue with one of your vehicles that I had to return to a different location due to a possible power issue or some sort of malfunction. I felt it was no longer safe for me to drive so I left the vehicle at this location after speaking to a rep and a manager at the Denver airport location. At the time of drop off the employee experienced the issue that I was having with the vehicle so they offered to take the vehicle and waive the drop off fee. So I completed transaction and paid for the rental car. I had to have a family friend from Severance, CO which is 68 miles away pick me up from the airport, after I was in town for my father in law's funeral. The car was returned on 2/20/22. Eight days later received the following email message from Laura on 2/28 stating that she will be charging my credit card a one way fee, mind you she never called and never inquired about what took place. I have since contacted the store on several occasions and they respond back to the email. I have not received any sort of call back or reply to my email. Every time I have called, they have stated she is out of the office, in a meeting, helping a customer. I have left messages requesting a call back and I have yet to hear from anyone. I do not reside in the area, so I could not visit the store to discuss this issue. I went to the store in my area and they provide me with this email. I would like this fee credited back to my account and have this matter closed. So that being said I received a call back from the branch manager Laura, based off her tone I knew she was upset and I wasn't sure why. I requested that she provide her supervisor info she told me no, and told that her manager is very busy and doesn't handle customer complaints via email or phone. I told her that seems strange, but could you provide your supervisors name so I can search for the contact info since you are unwilling to provide me with that information, so she gave me her name and said that we will not refund you regardless then hung up on me. I never raised my voice, never got angry during the call. The only thing she kept mentioning was her store loss money and potential customers. I did apologize for dropping it off, but we were concerned about getting in accident the car stalling on the highway. I have never been treated so bad. The only reason I rented from this location, because National rental car sent us to this location because of my corporate discount and cars were sold out at the airport and other nearby locations. Honestly I believe if she wasn't so overwhelmed by her job, due to the fact she doesn't have an assistant manager. Maybe I would not have been treated so poorly. I have attached the emails of what was discussed. I was never rude or out of line. Hopefully Enterprise Customer service is more willing to help than the manager at this location read more

Enterprise Rent-A-Car - Car Rental Near Me - Denver, Colorado

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Wanted to update- customer service did reach out, only to forward the complaint to management in Northfield (who my complaint was regarding)- and the management (unsurprisingly) did not reach out or offer to resolve the issue in any way. Additionally- I mistakenly forgot my garage door opener in the rental vehicle- so I called the location to ensure it was in the vehicle and that I could come pick it up, as I was driving from a long distance. They assured me they would have it ready for me at the front desk. When I arrived- they couldn't find it, and no one had brought it out from the vehicle, and the vehicle was not even ON SITE, as their manager had taken the vehicle to lunch at another location and would not be back with it for at least an hour. Could have been easily avoided had they checked and gotten the opener out of the vehicle when they said they did. I called beforehand to avoid this situation specifically and they assured me they would have it ready to go on arrival, but I had to wait another hour to an hour and a half for the manager to return from lunch with the vehicle and remote. Also, unsurprisingly, they charged me for a whole bunch of hail damage that I'm not certain occurred during my rental. I would... avoid this location, and perhaps Enterprise in general. I will go far out of my way to avoid ever renting from them again. One of the worst customer service experiences I've ever had. read more

Horrible service!!! Rude and not accommodating gave our car away and then up charged us. Absolute BS

If I could give this location a negative star it would definitely be -1million stars! I don't know where to begin, as I'm still in shocked and just utterly disgusted at how this location treated my family. 9/14 got a voicemail from Jessie to call her back to confirm my reservation which was for the next day. I called her back and confirmed the reservation, then before I hung up she mentioned that they will need to charge me $300 something more I can't remember exactly what she said because I was little taken away for this charge that I've never heard off. I told her to please don't make any changes and let's talk when I get there. 9/15 the next day we took a $60 Uber to this enterprise location got there at 1pm. My husband had reserved a Premium SUV and I also reserved a large SUV same location to pick up at 5pm. We walked in and soon I mentioned our reservations a Lady I think her name was Laura (I could be wrong) she immediately tells us that they have no vehicles for us, she mentioned she called my husband the day prior saying "it's only on "availability and they will call if they have something". My husband obviously a business owner with so much on his plate forgot to tell me they called him the day prior. So I said okay no problem because I have another reservation at 5pm. This lady was so rude she kept saying "we have no vehicles even if it's 5pm". I told her Jessie called me and I confirmed my reservation with her. She kept saying no that she called me to say there's no vehicle. I told her no that's not what she said I also have a voicemail of her saying she's calling to confirmed. Anyways this lady was so rude, after a 10 hour flight with my family I had no room to go back and forth with this lady because she was just completely defensive and had her guard up. We had family waiting for us at the airport and I'm sitting there just so confused with what's going on. There was a total of 22 of us for the reason why we needed 3 large SUV. Luckily we had reserved another premium SUV at the Aurora location. My husband took an Uber that cost us $15 to get there, like they could've offered to drive my husband there or something but NOPE nothing. While waiting for my husband several people Stopped by to pick up their rental. Listening to her checking these people in she gave them vehicle options! Like I'm thinking "wow you could've offered us something, anything would've helped". I have been an enterprise member for over 15 years and this is the first time I have ever, EVER dealt with someone so unprofessional, rude, condescending and just completely RUDE like this person!!!! Even with the pandemic all my previous rental we had no problem! We traveled to so many places during pandemic 2021/2022 and we never experience something like this. This location service is horrible and they have no customer service skills. So happy we rented a premium SUV from Aurora location and 2 more large SUV from TURO!! The people from Aurora and Turo were so friendly and helpful! I will be returning to Denver often to visit family and believe me, I will never rent from this location ever!! We are now back home in Hawaii from our trip, I actually leave to travel to another island tomorrow night and I also reserved a rental and I can't wait to pick up my rental from the Maui location where I know they'll treat me right and good! I cannot wait to tell them my experience with this location! read more

Never thought I would review a rental car agency, but the folks at this Enterprise went above and beyond. I rented here instead of the airport to save a few dollars and avoid the stories of unscrupulous rental companies there. Well, I *thought* I rented here, but my reservation was actually at an Enterprise downtown. When the Enterprise employee told me what happened, I apologized and started to figure out the best way to get downtown without a car. Instead, they upgraded me to a pickup truck (the only vehicle available at this location) at no cost and saved me a trip. Much appreciated! read more

DO NOT RENT FROM THIS PLACE! They tried to commit insurance fraud by claiming that the rental car is damaged from hail. The car never went through a hail storm in any location during my period of possession. I took pictures and videos before and after the rental period to prove this. David, who called 27 hours after I returned the car, saying that he will be filing a claim for the damages and he hangs up on me after I called out his BS. Rest assured that I will pursue any necessary legal action toward these falsified claim. I will never rent from this company again and I advise you to do the same. read more

Do not rent from here. You may think you are getting a deal here with their cheap rates, but be warned. They are committing insurance fraud. Rented the car for a week. Took videos and pictures of the car when we picked it up and when we dropped it off. The car was garage kept each night. When I spoke to the representative, David, who did the turn in inspection, he said the hood was damaged possibly from a storm in Colorado Springs on the 15th of July 2020. I assume he mentioned that location because when I picked up the car, I said that was my first destination. I spent maybe 1 hour there with no storms July 12 when I picked it up. I was no where near that location and have time stamped photos with the geo location turned on. They said they are going to be filing a claim for damages. DO NOT RENT HERE. read more

Enterprise Rent-A-Car - False insurance claims - Car Rental Near Me - Denver, Colorado

Facing a long layover on Monday, October 1, 2018, I booked a car at this location for 7:30am - 8pm. I received confirmation, etc. I left the airport and began making my way to the location only to receive a call from this location stating that they are supposed to be in sold out status and that I shouldn't have been able to make a reservation. In short, they would not have a car for me, after all. Luckily, I wasn't too far from the airport but still had to endure the wasted time, frustration and pass back through airport security. My theory? I think someone walked in requesting a car for a longer rental period and seeing that they could make more money on that reservation, they rented out my car from under me. While I typically rent from their sister company, Alamo, I decided to give them a try based on availability and price. I regret this decision. read more

Lame. I was assigned a Hertz rental by State Farm who was the insurance company for a woman who hit my car. State Farm assigned Hertz to provide me with a replacement vehicle while mine was getting fixed. I arrived a to find they didn't have an SUV for me of which I had been told I would have when making the reservation weeks ago. I drive a Toyota Highlander and was told by both State Farm and Hertz I would receive an equivalent rental. I was given a Subaru. When processing the rental the computer system was not approving the rental of the car. The car wasn't ready but rather at a car wash getting washed. All in all not a huge deal though I did sit in this Hertz office for 30 minutes waiting to get my car. Next time I'll request Enterprise. read more

My job requires lots of travel, and I travel even more so for leisure--therefore, I've rented many, many Enterprise cars across the nation. This is probably the most disappointing locations. I booked a car to be picked up at 5pm. I called about pickup at around 4pm, to which they let me know that I was out of the pickup zone, which was fine. They also proceeded to let me know that they're still waiting for a car to be returned before they can confirm if I should come at all. They promised to call me back as soon as a car is returned and available. They close at 6pm, and at 5:45pm, no call. I call instead and they check and say a car is available and to rush over. I call an uber. If I didn't call back, I'll bet I'd hear nothing and they would've just went about closing for the day and I would've been stranded without a car. It was nice that they remained open after 6pm for me to get there. When I do, the car I was given was disgusting! Both driver and passenger seats looked like it's been used as toilets. On top of that, the car was given to me with less an a quarter of a tank--basically empty. And that if I drop off the car using key drop off box--I'd automatically be charged an extra day. When I returned the car, it was 6:05 (5 mins after closing) and they already locked up the place. Someone did come out and took the keys, only to proceed to drop it in the key drop off box. Based on this experience, you would think Enterprise was competing to be a bottom of the barrel budget car rental. Good thing it wasn't my first rental at Enterprise or else this would've been my last. read more

Enterprise Rent-A-Car - Filthiest enterprise rental I've ever experienced - Car Rental Near Me - Denver, Colorado

I dropped my husband off at the location and was very disappointed to see that two members of the staff were wearing their masks incorrectly. The masks were covering their mouths but not their noses. read more

Horrible experience and worse customer service. After booking a car and arriving at location we were informed that there were in fact no cars available. Plthe representative provided only one alternative: another location about 20-30 minutes away. BUT they refused to provide transportation there instead telling us to take an Uber or lyft. Now we are left standing outside in the cold with no car and no mode of transport. Completely unacceptable. Will not be reserving a car for enterprise again any time soon. STAY AWAY FROM THIS ENTERPRISE LOCATION IF POSSIBLE! UPDATE: There is a rental car sitting in the parking lot. The representative informed me that the car would not be made available to me. Absolutely ridiculous. Worst experience I've EVER had renting a car. read more

Enterprise Rent-A-Car - Car Rental Near Me - Denver, Colorado

For being such a crappy day in the Mile High these guys were in great and welcoming spirits. Extremely helpful, kind, funny and quick about getting me in and out which was nice. It was a storm outside and yet they had it all together. One of the best locations by far. I'd definitely rent from this location for future purposes read more

Came down from Illinois all I have to say is great customer service guys , I was put in a brand new Dodge Ram the guys was a couple mins late with the rental But it wasn't a big deal the manger handled it correctly. Good job guys will be back read more

Worst rental ever. Why make a reservation to have a car ready and still have to wait an hour and a half to get the rental??? No communication I could have just went to the airport rental if they were going to make me wait this long. Why no call either if you knew you wouldn't have a rental ready? No discount offered for the wait. I will not rent for Enterprise as a whole Corporation again. read more

This place is terrible. I was told the day of my reservation they had no cars available, and they would have one ready first thing the following morning. I show up an hour after they open and the car still wasn't ready. There are 5 people walking around but only one helping customers. After waiting for almost 20 min of waiting I asked for an eta and get told they are not ready, and barely "hosing it down". This place is inefficient and a joke. read more

We arrived here in Denver and booked a car when we landed, I had forgotten to book one. We took an Uber here, when we arrived the lady told us that she didn't have the car I rented on the website. So now we are getting a gigantic truck instead. However, it wasn't clean. So she told us her guy would bring it in next to be cleaned. Which he didn't. Also, she did not adjust the price to reflect what I was previously quoted. The website let me book it, they should have had it. She's offering us all different options, all at significantly more money. We have been here for over an hour. We STILL do not have our car. At the very least, she should adjust the price for us. Enterprise used to be known for great customer service. That means not only being kind to your customers, but also to have the inventory available or to update their website promptly so the vehicles are actually available. read more

Good price and helpful staff.. fast service and close to the double tree hotel.. verity of cars and models.. just a bit dirty inside the office read more

Enterprise Rent-A-Car - Car Rental Near Me - Denver, Colorado

Had an awesome experience here will definitely return in the future. people there were awesome got upgraded for free that was awesome.. so here I am again giving this particular enterprise a great review I feel they always go Above and beyond every single time I rent with them it's a little far but I will always continue to rent from here. Today I dropped off my rental with my car being at home Garret took me to the light rail station so I didn't have to walk thank goodness because it's was soo hot today. This place is freaking awesome and if I ever need a car that I wind up keeping longer then I intended I'll come here, I'm a very happy woman . Thank you read more

I rented a car because my car needed to be fixed. Everything was smooth sailing until Laura from this location suddenly called my phone and left a message that said quote" We are raising your rates to 80.00 a day starting today." I called back and talked to a young man who assured me this was wrong. He said I needed to make a deposit again of 150.00, which I did. Next day on my bank statement there was a charge of 250.00 from Enterprise. I call back and talked to Laura she said she did it because there can not be a negative balance on my account. I call back an hour later talked to another person that told me I have 120.00 credit in my account. I am stunned at these people. I called when I needed to return the car asked Laura if I could drop the car off at another location, she told me that she was going to charge50.00 extra because her location needed large SUVs, I never rented an SUV to begin with, I had a Chevy Cruze. Then she tells me that there already is a 50.00 charge on my account for another car. WTF guys......I only rented one car. Then after all is said and done I get a message on my phone from good ol'Laura telling me I still owe 60.00. Then two days later I get an email that's says I have a 60.00 credit due back. I think that Laura needs to get some serious help. She has three brain cells to rub together. I feel harrased, lied to and cheated all at the same time. What a GD nightmare, it's be added enough to have my car break down, and retarded Laura come into my life. Enterprise charged me 420.00 for this wonderful experience you boot. Thanks Enterprise!! read more

My fiancé rented a car April 2-8th and upon inspection of the vehicle with the customer service agent, She was shown a card and asked to look for damage around the sides of the vehicle that was bigger than the circle on the card. When She returned the rental, the agent accused her of hail damage on the vehicle. He takes her outside and points out divots on the trunk (smaller than the circle on the card previously mentioned)and told her that she's responsible because it happened within my possession. She wasn't asked to check for hail damage, and the agent let me know that they're given strict instructions to look for hail damage upon pickup of the vehicle and are given a special card to check. There was zero precipitation during the time frame she had the car within the radius of mileage driven. There is no chance this happened in my possession, it's impossible. Check-out was a different process and standard than check-in, and they pulled a bait and switch. She's being put on the hook for damage caused with someone else. They are using my insurance for their benefit. This is complete and utter insurance fraud! read more

I was traveling with an infant, and no other adults. This location made everything very easy and helped me out. Thank you Marcella and everybody else for getting in me into and out of my rental easily with a newborn. Also, the free upgrade to the pick up truck was great, and kind of funny with a baby. It was a great car. Thanks read more

How can a rental car spot be "sold out" when you have a reservation? Waited 2 hours to get my car as some of the staff had to go get cars from the Denver airport. There was a group there that waited almost 4 hours for a car. They get you both ways though...as cars are $200-$300 more at the airport. So you get to sit on a curb on Beeler St and wait. Come on, Enterprise...you can do better. I won't be back. read more

I've worked with several Enterprise locations throughout the country. Sadly, this isn't one I see myself returning to. I went in to pick up a car while my car was being repaired. It was massive chaos and confusion. It took three agents to find my reservation and assign a car. After almost an hour, I finally ended up leaving with a filthy vehicle, this after the first vehicle still had the new car paper and glue on the back driver's side window but they couldn't find anything to scrape it off with. Oy vey! Both the auto body shop and I explained numerous times that another auto body shop would be covering the bill. They indicated they were clear on everything. They asked for the credit card as a back up when I originally picked up the car and then turned around and charged me. I am grateful that once I contacted the manager, that she reversed the charge without a lot of hassle. read more

Light on employees. Had to wait to pick up the car and when returning. This definitely is a step-child location.

The folks at this Enterprise Rental Car location (Stapleton) are good. I was dropping my car at the Maaco auto body shop nearby on Mon morning, so Enterprise came there to pick me up! When we got back to the Enterprise office, although there was only 1 person ahead of me in line, getting my rental did take a surprising 30min. They came out 3 times to tell me, "They are working on it," "They are cleaning the car," "It is almost ready." When I got it, the Toyota Camry was clean and worked great for the week. Then on Fri evening when I picked up my car from the auto body shop, Enterprise said I could just leave the rental there, rather than trying to return it directly to them. Love that convenience! I always try to rent from Enterprise for their good cars, prices, and service. read more

Awesome, friendly staff. Mason helped out a lot and so did the rest of the staff in a time of need. Thanks guys!

The staff was very kind and accommodating to our needs. They gave us an excellent first impression of both Denverites and Enterprise and provided us with a nearly new, very clean, and smooth driving Chevy Cruise. Thank you! read more

Enterprise Rent-A-Car - #cruising - Car Rental Near Me - Denver, Colorado

Enterprise is great to deal with. Normally, you get a car full of gas and have to fill it back up before you return it. With Ent. you get what you get when you check out the car and as long as you bring it back the same, they are ok with that. Which I did! They were closed on Sunday when I returned the car so I just left the keys in the drop box. All was well. Great little car and the people are great to deal with. I will use them again when I come back to Denver this year - 3 more times. Rented again with this company last week (Mar. 2016) and, as usual, they were great. Got a free upgrade to a very nice, new car. Couldn't be more satisfied. :) read more

We rented an SUV (Nissan Rouge) from this location July 26th thru July 31st. Their location is just a little further from the airport, but it was a quick & reasonably priced Uber trip. Well worth it. The management and reps were all very upbeat and personable. We received an upgrade which was a plus. They showed us how to use all of the features of the car before we headed out on our vacation. They also recommended hail coverage at a very minimal cost, which were were a little skeptical of, but we ended up taking it. We were relieved when the weather turned stormy and there was large hail reported in the area we were staying. Luckily, we weren't affected, but we felt better having it. Returning the vehicle was quick and easy... same amazing service! Highly recommended.... we will definitely rent from this location again! read more

Don't rent a car from this place unless you want to wait for over an hour for a car you had prebooked way in advance. We got here and they told us they need to change the oil, clean it, add gas, etc. We have been waiting for over an hour in the baking heat because they won't let us inside due to COVID. they don't offer waters or anything. If you have places to be - don't rent from this place!! read more

Wife and I finally got away to celebrate our anniversary 1200 miles from home so a vehicle was a necessity. We based our decision on value, and because it was a trip just for the two of us to "live it up", the only upgrade we allowed ourselves for the trip was for a nicer vehicle, after all we would soon be driving through the mountains and I am well over 6 feet tall. Long story short, we left in a Hyundai Accent, the smallest car I have ever driven to date. We were told the vehicle reserved for us came back damaged and would this Accent be ok? I asked if there was another car, even a bigger car? The lady working politely said it was the only vehicle they had left, and that she would prorate our downsized vehicle. End of story, the car was like driving a go kart, but that go kart did average nearly 40 mpg. so there is obviously give and take there. I was disappointed we had a kids toy to drive while on our vacation, but didn't raise a stink because we wanted to start our trip off on a good note. Staff was polite, just wished they had the forsight to have at least 1 other vehicle available. read more

I am giving this enterprise location 5 stars because of the excellent service we experienced there thanks to their assistant manager, Marcella Boyd. We were traveling at the height of the season and there was a wait for our rental car to arrive from getting an oil change, but during that time we watched Marcella not only provide excellent service to others who had been waiting, she personally was washing and vacuuming out the cars! She was wonderful about compensating is for our wait and helped us later in the trip when I called as well. She is a hard working, customer pleasing professional and if she started her own business I would definitely be a loyal customer, or I'd hire her to run my business if I had one! (and no, She is not a friend or relative). Marcella is a sadly rare, excellent, caring and trustworthy representative of her company. For this reason, and the fact that the cars are much cheaper than those rented at the airport, I highly recommend this location.j read more

This was the worst experience I have had with any sort of business. We arrived in Denver at 7am and took the train to the Quebec location where were advised that we would be picked up at since the store was 0.6 miles away which is a 15 minute walk. We got off the train at 10 am and I called the store and told them we were waiting on the sidewalk at the train station. The employee advised me that they would send someone to come pick us up. It was below freezing outside and there is not an indoor place to stand at the train station. 15 minutes went by so I decided to call the store again. The same employee answers the phone and I tell him that we were still waiting outside on the sidewalk. He advised me that he had sent someone to pick us up but has accidentally picked someone else up and that he was going to send the driver back to pick us up. Another 15 minutes goes by so I called once again. After being on hold for awhile the same employee answers the phone and says that the driver could not find us and that he has my phone number and will be calling me to figure out where we were. 10 minutes go by and no call so I call the same store again and a different employee answers the phone. She said that we were supposed to be standing across the street on the sidewalk. We walked across the street and waited for them to PICK US UP........we finally get to the store after standing outside for 50 minutes in below freezing weather. We walk inside and they say that our vehicle was being cleaned......... so after waiting 50 minutes to get to the store they can't even have my vehicle ready. An hour and a half goes by and the employee says that our vehicle was ready. We walk outside and the vehicle was still not ready...... we stood outside for another 10 minutes waiting for the vehicle to be ready. One employee backs the vehicle up to park it and while he was backing up I saw that the plastic to the skid plate was dragging. I advised the employee that was checking us out about the plastic and he laughs and says ya that's common for these vehicles. He then told me that if I wanted I could rip it off. At this point I did not want to discuss anything else with the employees. He took photos and we left. After driving the vehicle for 15 minutes the plastic was very irritating and everyone kept looking at me advising me I had plastic dragging......the vehicle smelled like an old time bar that allowed everyone to smoke. There was also cigarette ash in the driver side door door handle pocket. We decided to go to two different enterprise stores to trade in the vehicle. They advised us they did not have any vehicles available. They put our name on a list and advised us that they would call when they had a vehicle. After driving the vehicle for 4 days we needed to get it traded in. We finally found another enterprise that had an extra vehicle for us. We get in that vehicle and see that the previous renters had also smoked in it. The smell wasn't as bad but we could still smell the smoke. After our vacation we had to return it to the Quebec address....I was very excited to go back to that store.............we get there and they check us out and she finalizes the payment..... then she asks how the customer service was and I tell her everything that was wrong with enterprise.....she asked what they could do to fix that because they need a 5 star rating.... I asked her what she could do for us and she said well we could have taken money off your rental but I finalized the payment..... why would you finalize the payment and then ask me how it was........ she said that she could take money off of our next rental and I told her that we would not be renting from enterprise again....... So enterprise please fix yourself. This was a horrible experience and I pray that nobody else has a experience like this. We were treated as if they just wanted our money and did not care about the customer service portion. And don't ask for a 5 star rating when your customer service doesn't not deserve a star at all. So this review is definitely a zero for me. read more