I reserved an 8‑passenger SUV on Tuesday for a Thursday pickup, and out of nowhere they called me on Wednesday to say they didn't have one after all. I reminded them that I had a confirmed reservation, and the response I got was basically, "Well, the system says it's available, but it might actually be in the shop." That's unbelievable. I've rented from plenty of companies and have never had a reservation treated like it meant nothing. Because of this last‑minute mess, my family and I had to cancel our entire weekend trip to Minnesota. All of our plans, gone -- simply because Enterprise couldn't honor the reservation they guaranteed. Completely unacceptable. read more

I made a reservation at the west Des Moines store yesterday and I received a confirmation email and a check in email. Only to get an email that there are NO cars available today. What kind of a business is this??? read more

The insurance company set us up with Enterprise in Johnston while our car was in the bodyshop. The first assigned car had a funky smell. Alicia quickly moved me to another vehicle that was great! When it was time to return the vehicle, their driver was busy so Candice jumped in and made sure I was promptly taken to the bodyshop. I had fantastic service during my entire rental. Highly recommend the Johnston location! read more

Avoid this business, I rented a pick up and the reservation was confirmed over two weeks in advance. I travelled five hours to use the truck and was called shortly before my rental started that they would not have the truck available. They took no responsibility blaming other systems for not updating what they had available. They did offer to switch with a mid size suv that was completely unacceptable, and would have been much cheaper to rent in the first place. No apologies, took no responsibility, and offered no solutions. Avoid. read more

Horrible experience. Booked a vehicle through Costco Travel. Received a condemnation. Arrived at the rental location to find out that they don't have any cars. The. Tried to book at another Enterprise to find out that all of Des Moines is booked and out of cars. Never in all of my business travel have I engaged with a worst company from a customer service perspective. Stay far away from this group (Alamo, Enterprise, National). I should have stuck with the customer oriented rental groups (Budget, Avis). Terrible experience. Oh, and I flew in from Chicago and took an Uber to this location. Horrible experience!! read more

After being failed twice by a different location, a lovely person here came through. Great customer service!

Enterprise Rent-A-Car at the Des Moines International Airport is a great car rental agency! Friendly, professional service and a great selection of wonderfully clean cars and trucks. What more could you ask for? I will be using them again! read more

This is by far the best rental car experience I have ever had. My vehicle was totaled by a deer in IA while I was enroute to AZ. My insurance company typically uses a Hertz, the Hertz agent was rude, condescending, and flat out a liar. I called my insurance company, they promptly called this Enterprise office and I was picked up and back on the road within an hour!!! The two agents in this Johnston location that helped me were kind, friendly and very very helpful. They made short work of the nightmare I found myself in. I will be singing/sharing their praises. Loyalty is earned, customer service is alive and well at this location!!!!! Thank you Matthew and Andrew!! read more

Twice I've attempted to rent a large SUV from the location on Merle Hay Road and both times they didn't have the vehicle available at pick up. Both times they offered a minivan which I had to wait for them to retrieve from another location. If I wanted a minivan, I would have reserved one from the beginning. The gentleman behind the counter proceeded to tell me I shouldn't have booked through their toll free national service because they don't know what's available locally. How lame is that. read more

After my review I saw a reply from customer service. I wrote them back with all the information they requested. Nothing. They haven't called or emailed me. They just want to appear to care. But they don't. I'll never give them another dime. Horrible people. read more

Excellent service as usual @enterprise on Merle Hay in Johnston on my previous rental. Courteous, helpful, accurate and knowledgeable about their fleet. Thanks! read more

I tried to make my feelings known directly to Enterprise customer service. When I called they indicated they didn't have a form in customer service anymore for them to take my complaint on, but would forward it on to their loyalty program CS to get back to me. All I ever received was a form generated request to post a comment on a SM site. I tried to approach this directly with the company...obviously they don't really care at all. I am a silver level status member and have rented vehicles 10 times over the 5 months for a total of about 35 days of rentals. May not be their top customer, but I am one of them. I utilize the Merle Hay location in Johnston, IA because it is convenient. This is the only reason it gets two stars. Other than that I have found this location, the personnel, and terrible corporate management and procedures of Enterprise to be something I think I am about done with. They promote the "family" feel in their advertising and yet whenever I walk into this place (despite my rental history right in front of them even if they don't recognize my face) I is almost always like I am an unknown to them. If you compare this to an Avis or Hertz elite level member where I can walk in, pickup a vehicle of my own choosing and not need to even talk to a person because of all the information I provide...it is like a night and day difference. One time I will walk into the location and they want no info from me other than my credit card and ID. Mind you that is also already on file, but I can live with this. Other times I will be required to spout a litany of alternative phone numbers, emergency contacts, work phones, employer info...why the crap would I need to give them all this. First, I have rented from them numerous times before. Next, my profile is as up-to-date as possible given the info they ask for. Probably most importantly, no competing rental company makes you do this when they have all your info already. Their personnel are always affecting a false pleasantry as well. Please just be nice, get my car papers put together quickly and efficiently, and get me out of there. I don't want to have conversations about how my day is going, don't need to tell you where I am going and why (ask me if the car will be taken out-of-state and that is all you need to know) or try to sell me coverages that my history clearly states I do not want. My last experience I showed up a few minutes (like 15) before the general time I stated I would be picking up the rental. The agent (who was the manager) states, "Oh your early...let me see if I have anything". Really? The reason I get there early is because then I don't have to wait in line for the 30 minutes it sometimes takes to get in and out of there. I'm sorry my being early by 15 minutes has caused you so much pain. Then the manager starts his line of inquirty requiring another complete history rebuild and when I became unhappy that this was happening all over again he says, "Come on Buddy...help me out here". I am not your BUDDY, I am your customer. And my displeasure at having to spend an extra 5 minutes helping you fill out a bunch of crap that you have on my profile and have asked me for multiple times before is YOUR PROBLEM because of your crappy systems...not mine! They have done a recent website rebuild and obviously it is done half-assed just like the rest of there services. It looks prettier, but often I follow a link that says it isn't available because I used the back arrow on my browser....no I didn't! I used your stupid link on you incomplete and poorly tested webpage! They didn't map all the historical information either. When I try to look at my rental history it takes me back to their old website. Overall, this company has a business model that could make them an amazing competitor in the rental industry. However, their juvenile staff, horrible system issues, poor attention to loyalty customers, and technological struggles are putting me in a position where convenience is outweighed by their many, many frustrating negatives. They fact that their customer service agent couldn't take down a complaint still makes me laugh...and the fact they send me a link to air my grief publicly without giving me a means to express to them my dissatisfaction privately...well it now seems somehow amazingly right given their incompetence in so many areas.... read more