Enterprise picked me up from home and drove me to their rental center which was very convenient. I reserved a car the day before because I was driving out of state for a wedding rehearsal dinner and wanted to make sure I was on time. I got to the the rental center on time but they didn't have the right sized car ready for me. I waited patiently for over half an hour then was told I would have to pay more to get a larger sized car and be in my way, or I could continue to wait and miss the rehearsal dinner. Why should I have to pay more when I made a reservation for the car I wanted? The staff people were friendly and polite, but it didn't seem right that I should have to pay more when they were the ones who didn't fulfill their promise to have the car I reserved ready. It was getting late so I felt I had no choice but to pay extra for a larger car than I wanted. I dropped the car off at my destination and the staff person there was kind enough to drive me to my hotel. It would have been an excellent experience except for them not having the car ready despite my reservation. I'm not sure if I'll use Enterprise again after this experience. read more

Booked a nicer car for a long road trip not wanting to put the miles on my own vehicle. A lady called making sure I was aware I was required to bring a major credit card. I only had a debit card and asked what we had to do, larger deposit? She answered not a problem they had other options to still rent that vehicle when I came in. Came in to pick it up to be informed I could choose a different car than what I rented or nothing. We chose nothing. Enterprise missed out on a $1200 sale due to the manager Bubly (guessing on spelling). The worst part is I always tent from this location and had rented the month prior. Now stuck wanting to rent for another work trip and now have to find a new car rental company. read more

The staff is despicable! I rented a car from the Enterprise at 6003 Urbana Pike in Frederick, MD and witnessed staff park vehicles in the handicap access aisle and in handicap parking spaces. When I brought it to their attention that parking in those spaces without proper tags is illegal, I was met with the argument that "they are putting a customer in the vehicle." I asked if they were putting a customer who needs accessible parking in said vehicle and they responded "no." I stated that regardless of the "convenience" they needed to move the car because what they are doing is illegal and again ADA Federal Law. Without any sense of urgency to correct the matter they continued to check in other customers and eventually moved the car. Normally, I'm not a confrontational person but I have a child with a disability. Lately, when I am out and about with her these instances start to work my last nerves. It's people like this that give a bad name for an establishment as a whole. I get it that this kind of stuff isn't at the forefront of everyone's mind, but if I'm bringing it to your attention take a moment to listen before trying to "put me in my place" or accuse me of being a "Karen." I will AWLAYS advocate for my child and ADA as a whole. What I don't appreciate is being intimidated or treated like a fool because I refuse to back down. I have every intentions of filing a complaint against the branch manager Dajuan Dent and Thomas Mitchell for spinning a narrative that I was a "hostile customer, making a scene" about parking. read more

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As t this location of Enterprise Car Rental I had reservations for a nice mid size Vehicle, they said sorry we already Rented out your Vehicle to people who just happened did a walk in . After awhile they said one just became available. It was smelling like a brewery, with a deep beer smell that could get you arrested for a DUI especially when you don't drink !!! The Enterprise Vehicle Rental tried to cover of the smell with air freshener, but the soak beer smell would surround you like a Non smoker walking in to Non ventilated room that would linger on your clothes. They are a big discrace and she be fine and shut down. Don't go to this location , try another Vehicle Rental Company. It's in your best interest to do this. !!!! read more

Enterprise sucks. I had some body work done on my car from out of state since I'm here on business and they would only take a credit card for me to get a car. I don't have a credit card so I wasted my time shuttling back and forth here. Isn't money, money? Why they need a credit card is beyond me. It drove me to apply for a credit card even though I haven't needed one in years! read more

Great experience renting a van from here this week. Clean, easy transactions. Vehicle was ready to go when we got there, and they were ready to check it back in when we returned. The van was in pristine condition, and the staff was ready and willing to show us how to use the hybrid vehicle. All in all, a great experience. read more

Fantastic, professional and timely service. After dealing with a hit and run incident at the target shopping center, Caliber Collision reached out Enterprise on my behalf for a car rental to cover the time period the car would be in the repair shop. My deepest gratitude to Lloyd who initially picked me up and drove me to the location as well as Katelyn and the front end staff at the enterprise. Katelyn did an amazing job of walking me tru the entire process and assisted us with the car rental. The pairing of Lloyd and Katelyn was amazing and we deeply appreciate all of the support provided. I highly recommend this location due to their attention to detail and over the top customer service. read more

I made a reservation via online. Then I called them to upgrade from midsize suv to large suv. The worker said their computer were down and he wrote the note to make sure to upgrade my reservation. I came in to pick up large suv. They didn't upgrade and I was stuck with midsize suv. They gave me the suv that just had a treatment to remove smoking scent. They said they tried to call several places to find me large suv. They could not find it. I found it hard to believe. So, I made another reservation online and I requested the large suv. Next day I came in and they said good news we found you a large suv. Really? I was the one that arranged the reservation with large suv. It was hassles. I ended up postponing my leave. I got the large suv and it's wonderful but not how they handled. read more

My daughter used the Urbana Pike Enterprise when she needed a car due to a claim. She has her own auto insurance and this was her first time renting a car. They talked her into the damage waiver and charged her $900.00. She has insurance coverage that would have covered the rental but they never told her to ask her insurance carrier if the coverage would extend. They will not give her the money back which I think it just terrible. Dont go there they just take peoples money and do not offer good service!!!! read more

worst customer service I have ever recieved! Gave us a ridiculous excuse about policy but no where on their website or in their store does it show this policy. There is a sign in the parking lot saying enterprise parking only but I was an enterprise customer. I would highly suggest using any other location or honestly a different Rent-A-Car place all together! read more

The staff is good but on two occasions they called me the day before my rental saying they couldn't honor my reservation. Considering I was driving long distance for a medical procedure, it was very aggravating. Don't use unless you don't mind canceling your plans at the last minute. read more

This is a great little enterprise spot. It's close to home, everyone who works there is really nice, and it's convenient. My only complaint would be that if you book a last minute vehicle selection is pretty limited, but that's typical of a small enterprise. If you're not looking for anything special like and SUV, you should be ok. I would recommend calling ahead of time if you want to check the selection in advance. read more

Avoid this place at all costs. Horrible customer service. I worked with THREE different agents who gave me different information and did not allow me to read the terms and conditions before I signed. So I ended up paying nearly $900 for insurance coverage that I never needed in the first place. They said they called me and got my approval via a phone call. I never received any call from them and even got my phone logs to show that. Also, I paid nearly $4 per gallon for gas when it was $3.30 that day. Never going back there again. read more

Convenient location however I recently rented a pickup truck for the day. When I called to ask if I could drop the keys in Dropbox, I was told yes. (As I have done before). I was stuck in traffic. I dropped keys in box and the next morning, I was billed for 2 days. Allegedly, a new policy about if you put keys in drop box, you pay for another day. I was not told this when I called to see if I could use the drop box. After some time on the phone, they were willing to reimburse me for the extra day of rental, but I lost the money they charged me for insurance for the extra day, I didn't use. Said they can't refund me for the charged insurance. Considering, this is a mistake on their part. Absolutely rediculous! As convenient as this location is, I doubt I'd rent from this location again. read more

I had to use a rental car when my car was hit recently. My insurance company used Enterprise on Urbana Pike in Frederick, Maryland, and I was picked up and driven by them from the collision repair shop to their location. From pickup to securing a rental to returning the car once my vehicle was repaired, everything went smoothly and quickly. Everyone at Enterprise was fantastic, friendly, professional, knowledgeable, and courteous. A special shout out to Kaitlin L.! read more

I can't even give this car rental service 1 star. Our experience was exceptionally bad, we had several issues with the rental car I received while my car was being fixed. I tried speaking to the local office, emailed their customer care and even called the customer service directly. All to no avail, I was not given any response, even though I was assured all 3 times that someone would get back to me. Paid extra to have a car that had the same safety and other features we needed for a trip out of town. The safety features were disabled and the GPS did not work. As others have stated they did not have a car ready for me when I got there, they could not provide any other comparable car except the one that cost more and when we took it in to exchange it they did not have a vehicle for us so we had to pay another day. I really think this facility is a scam operation, so many people have had these same problems. Enterprise needs to audit this facility and find out what's really going on. Stay away from this one at 1410 West Patrick Street. And perhaps, if you can, stay away from Enterprise all together. Since they could not even bother to return my communications that what I plan to do. read more

I have never been treated so poorly by a company. The manager Dajuan Dent acted like he was going to come over the counter and attack me. All because they picked me up and after telling me they did not have a car and to come back tomorrow and I got upset. He told me to "shut up and get out of his store." I stood outside and called the other Enterprise off of rte 40 and spoke to Heather Woodruss, and told me that the area manager, Evan Jones, had called and told them not to rent to me. I had to have an in-law come and pick me up and bring me to Hertz. These people that work here are rude and have no clue what customer service is. They need to can the whole location and try again with new people who don't visibly hate their jobs and the customers they serve. read more

incompetence is what this branch represents. needed a car and 6 people sitting around and only 1 working. had to wait for assistance and to top it off when I returned the car within the time frame I was told the deposit will take 2-3 days and it's been more than a week. I tried calling but an intern with attitude picked up. no help what so ever. read more

I would give this place 0 stars if possible. Was guaranteed a vehicle today to find out that they don't even have this vehicle on their fleet because of a sudden recall that happened between the time I reserved the vehicle 12 hours prior. The manager Nibni was not helpful and they had staff working without masks read more

Due to an accident, my insurance company rented a car for me at this Urbana Pike location in Frederick MD last week. I returned the car just prior to their closing time of 5:00PM on Friday & left a fairly expensive backpack with personal documents in the trunk of the car. The company rented the car on Saturday, apparently without cleaning the car and checking the trunk. When I went to their location on Monday morning they told me they did not have or find the backpack. So either they did not clean & check the trunk before they rented it out and the next customer stole the backpack, or Enterprise did clean the car and removed the backpack and one of their employees took the backpack, because they claimed they could not find the backpack in lost and found or in their office. The problem and complaint I have is that they either did not open and clean the trunk before they rented it out after my rental (whereupon they would have clearly seen and found the backpack) and that enabled the next customer to take and keep (steal) my luggage or they did clean the car prior to the next customer and someone within the rental location found and kept my luggage. It was my fault for leaving the luggage in the trunk, however every car rental company generally cleans the car and checks it for items left in the car, prior to renting the cars out again. That is why they have lost and found departments, due to the hectic nature of travel when renting a car. I would be very cautious and carefully check the car out at this location before ever renting from this location again (even if rushed for another appointment). read more

Absolutely horrendous experience at Enterprise Rent-A-Car on Urbana Pike in Frederick, MD. Collin, who claimed to be a manager, yelled at myself and my Mother (in our faces) when we had a question regarding a return on a rental car. He was terribly degrading, copped an absolutely unprofessional and uncalled for attitude, and questioned (and quite frankly disregarded) our integrity. We will be following up with the district manager and corporate partner to address this matter further. We will NOT EVER be visting this Enterprise, or any other Enterprise location again. Please, if you are considering using Enterprise for your rental car needs, think again. We were disrespected to every extreme and an interaction like this is inexcusable. He ended the conversation by walking away from us in a huff - again, inexcusable, unprofessional, and should never happen to any customer. read more

If I could give it a zero I would. Not only do they have horrible customer service, they are liars. When they messed up my reservation by kicking it to a location that doesn't exist they lied and did nothing to fix it. WORST EXPERIENCE EVER. Run fast and far from this location. Drive an hour if you have to. It will be worth it in what you will gain by not having to deal with them read more

I had reserved an SUV rental (confirmation # 1351510104) for 8/11/23 5pm- 8/15/23 5pm. The reservation was made 7/28/23. I hate problems and because of this, I called (301) 695-8822 - the number for the Enterprise located on Urbana Pike the morning of 8/11/23. I wanted to make sure that 2 forms of payment (both credit cards) could be used to pay for the rental and even wanted to take care of payment over the phone to make the pick up process faster and more efficient. The lady with whom I spoke - did not get her name but she spoke with an accent, advised me with certainty that 2 forms of payment would be fine but that she could not take payment over the phone. OK fine, my desire to pay beforehand was not allowed but at least the way in which I wanted to pay was confirmed to be fine. I arrived at the Urbana location at 4:30 pm (early to accomadate the closing time of 5pm as per the reservation email). There were 6 people waiting before me and 3 more people trickled in after I got there. I was called to the desk by DAJUAN DENT - not sure if correct spelling but something like this (manager as I overheard him addressing himself as such to previous customers). Started the process of checking in and then he asked for a credit card. I told him I'd be using 2 cards and he informed me that only 1 card could be accepted for payment. I then told him that a fellow employee confirmed earlier in the day that 2 cards would work fine. He then told me I was misinformed. I expressed by dismay stating that we would be leaving for vacation the following day, I had made the reservation well in advance, called to pre-pay earlier that, etc, etc. He stared through the window behind me stating there was nothing he could do and that next time I should press prompt #4 rather than #3. Don't ALL employees have to be on the same page in regards to company policies and procedures?! I told him I had never rented a vehicle before so how was I to know which prompt to select? Prompt #3 states that it is for confirming, modifying or canceling a reservation. That was what I was trying to do and why I selected #3. #4 is for attempting to speak to an employee at the local office. Who cares? Either way, the same information should be conveyed to customers. DAJUAN continued to stare through the window while the phone rang off the hook and he kept placing calls on hold over and over. Not another word was said. I looked at him in disbelief stating that my vacation could very well be ruined and he continued to stare in silence. I walked out in tears panicking as to what would be my plan B. I called customer service after leaving the Urbana location and spoke to someone that said they sent an email to regional manager who would be contacting me "shortly". I DID NOT receive a call or email. I WILL NEVER DO BUSINESS WITH ENTERPRISE AGAIN. SIMPLY HORRIBLE! read more

I rented a car through this location, and when I got the invoice, there was a charge for an optional "damage waiver" which I had never agreed to. I looked through my email for the rental agreement, and noticed it had never been sent to me. I called this location *three* different times, over the course of a week, asking for a copy of the rental agreement. Now, a week and a half later, I still have not received it. The most recent time I called was last Friday, and I was told I'd get an email by the following Monday. It's now Thursday. I have a feeling that Colin, the employee who rented me the car, forgot to have me sign anything. I'm happy to be proven wrong, but after asking three times for proof, nothing has appeared. read more

After an accident insurance had a rental through enterprise. Scheduled a pickup from downtown frederick, and had a respectable young man of a driver. He had great suggestions on where to get fair price gas. The ladies inside were filled with warmth and accommodation. I was easily paired with a perfect rental. Great experience. read more

I've had good experiences with other Enterprise locations, but never one here. The previous time, every single vehicle stunk so bad of chemical freshener spray I could not even get in one and had to go elsewhere. Hours wasted, several vehicles tried...ugh...I went elsewhere. This time, pretty much the same thing, nearly every vehicle was overwhelmingly stinking of spray. As someone with asthma, this is not tolerable at all. After viewing around a half dozen vehicles, I really had no time left and took one that wasn't sprayed...well...it smelled so bad it was like someone crapped or died in the vehicle...it was nearly vomit-inducing death stench. So after taking it back and spending yet another hour, finally got out with one that was tolerable, though still not the full sized vehicle I had reserved. As for reservations, this place reminds me of the Seinfeld episode where Jerry showed up and there were no vehicles available. Yes, anyone can TAKE a reservation....but these guys just can't HOLD the reserved vehicle. It's a revolving door and you get whatever they have in, regardless of the reservation. It's simply a spin of the wheel as to ending up with death stench, Fabreeze-acide stink, or a completely different vehicle that you wouldn't want your enemy to drive. Complaining to the corporate headquarters doesn't help. Been there, done that...and they still spray every vehicle to the point it's toxic. read more

This company is a total joke! This is the third time this place has screwed up big time.. Don't bother to make a reservation, it does not matter. Its first come first serve. The call center has no clue and are no help at all. The people at the counter gave me attitude and it was not my fault that they did not honor my reservation or have any cars available. The cars are filthy, customer service is rude. DO NOT RECOMMEND THIS PLACE EVER!!! read more

This location is my favorite Enterprise, and is conveniently located between my work and home addresses. Shirley, Pat, and crew are very courteous when I pick up my rental, and drop it off Monday. I park my work vehicle at the park n ride, accross the road, and do not need to pay for any parking time. It's a win -win for me. I highly recommend Enterprise on any scale, as they are the most friendly and cost effective car rental companies in the market. Thank you read more

I so badly want to give this place a good review because I'm a sucker for the (few) nice people in the world. But I'm all honesty, the first of three cars I've had from them in a 10 day span stalled out on me. Fine nbd, things happen. I go and replace it and they give me a MUCH nicer car. (The AAA experience I fought all day long to switch me out was HELL but that's a whole other story) and that was AAA and that sole customer service rep. I get a nice car and drive for a day to realize it's on 5% oil life. BACK to the store I go. They assure me it has been changed and check the system and that I can continue driving it. Another few days passes and the AC then goes out. It's a 2018 with hardly any miles on it. I go and switch it out AGAIN now I'm going on to my third car. They try to put me in that first Chevy Cruze that had engine problems (per the screen on the dash board) as it stalled in the middle of the road. So now I'm realizing, no wonder I have so many issues; every complaint they let go. Bottom line, I appreciate how nice the staff is, however they clearly don't put any attention to detail what. so. ever. I won't be using enterprise again. As for AAA, that experience was so bad I have since cancelled my personal membership with them. read more

Worst experience ever when Enterprise delivered a wrecked vehicle to us. We ended up having to call them and have a tow truck haul it out of our driveway. Then they charged us for a full week's rental!!! Get it together, people. read more

Geico covered my auto rental while car being repaired. Enterprise billed Geico and me. Now I am in a three month battle to get my money back from Enterprise to get back over $300. read more

I reserved a rental car. When I tried to pay for my reservation my chip was malfunctioning on my debit card. I informed the assistant manager Brian Hesen that I am waiting for a taxi to take me to the bank to get a new card. Then I'm coming right back. While waiting for my taxi he rents out my reserves car right in front of my face. Then lies to me and tells me they have another car for me. When he just told another Black, customer that he didn't have a vehicle for him! Then after waiting for an hour after getting my debit card replaced Brian tried to put me in a less value car than what i paid for. Then he gave me an attitude because he thinks it's an upgrade, with no leg space for me! I asked him why did he give my reserved rental car away. He said that we don't hold vehicles. I said isn't that the definition of reservation!? And now I have to wait multiple days to get my deposit and payment back after I spent $60 in taxis to fix my debit card and come back to Enterprise branch immediately! I lost lots of money and missed a business meeting because Brian wanted to please the white customers first before the black customers who is a company owner of an LLC! I am deeply appalled and offended by him as I am an former employee of this company! Then after I voiced my opinion on the matter and told him I was calling corporate office. He just mocked me laughed and said ok, now get out of my office! He needs to be retrained to learn how to deal with customers and treat them all as equals! He treated me like I was nothing, a child with no rights! Brian Heser doesn't treat Black customers the same as white customers. He needs to be retrained immediately and he doesn't need to be assistant manager at all! Brian is incompetent of performing his job respectively! read more

We rented a large SUV on Dec 20, 2016 so that we could fit everyone into one vehicle to attend our son's graduation from college the next day. We went to pick up the vehicle around 5:00 p.m. They didn't have it at the location and drove my husband (I followed in my vehicle) to their alternate location a few miles away. The vehicle hadn't been vacuumed, wiped down, or cleared of trash, and the tank was low on gas. When we returned the vehicle the next afternoon I asked for the manager. The guy I spoke with said that the manager of this particular location was out but that he was there temporarily from another location. He offered me 10% off my next rental. I wondered what would make him think that I would come back after that kind of service (or lack there of). The only positive was that everyone was polite. read more

Excellent customer service. The staff was friendly, informative, and helpful. They ensured I was satisfied with my experience and they even gave me a ride home, as they were about to close for the day. Service was prompt and I felt like a valued customer. Thanks Enterprise staff Frederick (Urbana location)!!! read more

This has been my favorite place to rent cars I have been living in Maryland for just about three years or so, retired from the US Army and since then I have been renting from this location in Frederick in Urbana Pike. This guys are very cool people they treat me wirh respect and also they know me for ever I have creates a excelent report with them, they're all very knowlegeable and have a great customer service skill. They go out of their way to satify your needs , the manager and everyone there are doing an excelent job. Thank you all read more

I rented a car for three days while my car was having major work done on the engine. The car had not been cleaned prior to renting it to me. There was food in the door pockets and the center console and water bottles were rolling out from under the seats when I drove. The car was also given to me with only 1/4 of a tank of gas. I suspect this is Enterprise's business plan--people will err on the side of caution when refilling and Enterprise actually gets more gas in the car when it is returned. This really frustrates me. I should be able to drive 100 miles over three days without having to refuel midway through. I did complain about the cleanliness of the car upon my return. They gave me a card for a free upgrade the next time I rent. This is why I gave 2 stars instead of 1. read more

The several times I have used (this) Enterprise, I have been impressed with how pleasant, helpful, professional, knowledgeable and well-trained the agents are! I can understand how they came to be the top rental car company in a short time! I do wish they offered an option to rent an "older" model...all their cars are no more than a year old. This means that, God forbid something happens while you're driving it, the cost to fix it and therefore the cost of the insurance they offer you ($25. PER DAY!!!), is a big liability. I'd much rather drive a 2-3 year old car! read more

The service has gone down the toilet at Enterprise. I rented an economy car over Thanksgiving. Enterprise was supposed to charge me $250 but they charged me $500 instead. I am then told it is a mistake and it will take a long time for the billing department to process the refund. Each time I call, I am told that it will be done in the future. No one is responsible for it, and no one knows what is happening. The Enterprise rental office says it is the Enterprise billing office that screwed up, and the Enterprise billing office says it it the Enterprise rental office that screwed up. I have been renting cars from Enterprise for years, and this is the first time that Enterprise messed up in a big way. Do not trust them. read more

I start my morning off by calling Enterprise to insure my insurance scheduled me an appointment long story short they did but it took me awhile to find this information out because I was on hold and hung up on a few times. When I did talk to someone he says what time do you want to come because we are really busy, like I'm bothering him because I'm coming on a busy day. I went to this location yesterday they picked me up from the shop thats repairing my car. They driver was super friendly. This is my first time at this location I usually go to the one on West Patrick St. Anyways they were busy I waited in line the wait was only five minutes or so. Evan helped me I gave him my credit card and drivers license. He never said we will hold this amount of money blah blah he just asked what happen to my car and gave me a little small talk. He said we were all done and passes me off to a gentleman who took me out to the car we inspected it and I left. I check my account this morning they are holding $100 of my money. Normally they hold $60 and they say we are holding this amount and I agree Evan said nothing. So I call Evan this morning he tells me $100 is the fee I tell him my insurance company said it suppose to be $60 he goes right past what I'm saying and says what car do you have ? I say excuse me Evan says what car do you have we didn't even write it down. What in the world you just giving out cars now Enterprise. I'm Like why didn't you call me if you don't even know which car you all put me in? He just brushed me off and good bye after I tell give him a number he asked for off of the car keys and that's it. So rude I will never come to this enterprise again ever. read more

Unacceptable. Set up the rental car online with all information. Got a conformation code. Enterprise called to verify info and rental date. Said it was okay to use debit. Walked in on Wednesday morning to receive car and was told since my id is from out of state I would need a Major credit card. When I told them I do not carry a major credit card the just dismissed me with no regards to me. Only thing the could say is sorry it's company policy. Which is hard for me to believe since I have always rented for enterprise and never ran into this before. I will no longer rent from this company in the future. If you want a good place that can rent you a car without the BS enterprise gives you go to NEXTCAR. read more