From the moment I called to schedule a car, the process was easy and the customer service was excellent. The staff at the Enterprise on Carpenter made everything simple and stress-free from start to finish. When I arrived to pick up the car, they had just opened and there was already a line. It felt a bit like the rush you see at a high-volume airport rental counter, but Olivia handled it like a pro. She was multitasking, greeting people as they walked in, and efficiently working through each customer. Despite the morning rush, everyone was taken care of quickly and with a great attitude. Returning the car was just as smooth--it took only a couple of minutes and the same great customer service continued all the way through the end of the rental. Because of how well everything was handled, I would absolutely drive out of my way to rent from this location again. Highly recommend this team! read more

If I could give zero stars, I would. Let me walk you through the disaster that was my most recent experience with Enterprise, buckle up. I dropped a vehicle off on a Friday afternoon, and honestly, I have no idea how this location is even operating. It was by far the worst Enterprise experience I've had in over 25 years of renting vehicles, across multiple states. First red flag? A guy pacing in the parking lot, glued to his phone. I figured he was just waiting on someone. Walked inside, expecting a quick return, only a few people ahead of me. Easy, right? Wrong. Twenty minutes. That's how long I stood there. Not a single employee in sight. Phones ringing nonstop, unanswered, like some kind of twisted background noise torture. I had to walk outside three times, just to escape the ringing. The entire vibe? Depressing, chaotic, and downright unprofessional. Eventually, I had enough. I was only trying to return a car, not apply for a mortgage. I walked out to the lot and found the one employee working. My daughter pointed her out because she was busy with a nitpicking customer. Picking a car like he was judging a concours d'elegance. I walked up and said: "I'm sorry to interrupt, but I have places to be. The car is over gassed, and in the exact same condition I received it. There are multiple people inside waiting. I'm not waiting another hour for a key drop." The other customer got mad at me. I apologized, handed over the keys, and left. Done. There was absolutely no reason I should've waited that long. This entire experience was a JOKE. But wait, the nightmare started in Bellevue. I was headed to Canada for my 16 year old son's junior ice hockey tournament. Everything was packed, spirits were high, and we were ready for a big weekend. (I made video, we were so excited) But when we got to the border, Canada had other plans. We were randomly selected for a vehicle search. No big deal, I thought. But things took a turn. Because of an old, fully resolved situation from 2019 (yes, a fight), I wasn't allowed entry. Despite having an attorney, completing probation, and my case being fully dismissed, they still denied me access. They literally had all the paperwork in front of them, didn't matter. They wanted the original court documents from 2019, and until I hand deliver them, I'm not allowed into Canada. So what did they do? They let my husband and son go through... and they sent me back. On foot. Separated me, humiliated me, then basically said, "Good luck." Once I crossed back into U.S. soil, I expected some relief. Nope. U.S. border patrol wasn't any better, cold, dismissive, and completely unhelpful. I was shocked. Maybe it was proximity to Canada? Who knows. But one thing's for sure. Dressed in pink and my fluffy jacket, I stood out. They didn't expect me to speak up. But I did. Oh, I let them know exactly how I felt. I'm small, but don't underestimate me, my mouth will shock you. And yep, that day, it definitely did. I left my mark. So there I was, stranded, no car, no ride, no food, no pain meds (I'm disabled, with a fused lumbar and cervical spine), and completely stressed. I walked a mile and a half to the nearest McDonald's to breathe, regroup, and cry into my Mc flurry. Eventually, I Ubered ($80!) to the nearest bus station, but of course, the ticket agent had just gone on break, and the bus left without me. Another dead end. Sat on a bench, googling like a madwoman, trying to figure out how the hell to get home. Then it hit me, rent a car. Again. I Ubered another $80 to the nearest Enterprise. They quoted me $52 to rent a car back to Lacey. Relief flooded me. Then came the gut punch: "It'll actually be $152 if you return it to a different location." Are. You. Fing. Kidding. Me?! You're charging me more to return a car for you? Unless I wanted to return it back to Blaine. FOUR hours away? Oh, sure. Let me just plan a weekend getaway to the site of my emotional collapse. I was exhausted, desperate, and defeated! so I paid it! I walked out to the lot, saw the vehicle, and literally laughed. A minivan... Anyone who knows me knows I clown on minivans. I'm an SUV girl through and through. But in that moment, I didn't care. Four wheels and a gas pedal? Good enough. I climbed in, locked the doors, and just sat there crying for 15 minutes. Then I wiped my tears, cranked up some music, and drove that minivan like a champ. Singing, dancing, belting out lyrics like I was headlining Coachella. People could totally see me. I didn't care. But the story doesn't end there. I called Enterprise customer service to let them know just how absolutely horrendous their service had been, and they completely blew me off. Cold. Robotic. No apology, no care, no accountability. So guess what? I'm done. Enterprise, you've officially lost a loyal 25 year customer. I'll take my business to Budget and Turo from now on. Because when the world is falling apart and you're just trying to get home? You deserve better than this. read more

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I understand that they were busy, and I can be patient. However, when I finally got to speak with Olivia, she was not very pleasant, and the vehicle I had reserved was not available. I needed a car that was comparable to the one that was damaged, especially considering my family's size and specific requirements. Unfortunately, I cannot recommend Enterprise based on my experience. This isn't the first time I've encountered issues with their service, though I didn't leave a review after my last visit. I recognize that work can be chaotic, but it's essential to greet customers warmly and with a smile, especially when you can't provide what they initially requested and are prepared to pay for. When I explained I'll just cancel the reservation, she was just fine with that and told me to have a good day as I walked out. Very unfortunate for the business as they just lost $500-$1,000 today. Will not return in the future. read more

Went to pick up vehicle with reservations, and they had nothing! Very inconvenient. Don't use this establishment as they did nothing to resolve the problem. read more

WAIT TIME FOR MY RENTAL WAS 90 Minutes!! This is an everyday thing here!! Avoid this at all costs! Not worth it!!! I've been to other Enterprises and it has never been this bad. read more

Staff was well prepared and gave me a ride from the repair company to their facility. My car was ready but I wasn't expecting a bare bones basic Kia with none of the amenities I am accustomed to having unless I paid significantly more than what I was offered. The employee was somewhat helpful with my needs for an orientation to the vehicle. Otherwise it was a good experience. read more

Called ahead, was promised a 4:30 PM pickup. My wife still waited over 90 minutes for a car. Two people at the desk, one "sanitizing" cars, zero urgency. This place is a disaster -- unprepared, unprofessional, and completely incompetent. Avoid at all costs and rent somewhere else. read more

When you make a reservation for pick up of rental vehicle and you show up at your scheduled time, your vehicle should be ready. I waited for 2 hours for my vehicle - there were people waiting much longer than me. The convenience of being next to Lacey Collision is not worth the time and convenience. You would be better off taking an Uber to a different rental company. My guess is they are understaffed or just not efficient. I personally will not recommend this location for rentals, nor will I use it in the future. Very disappointed customer. read more

I wish I never rented from this place. They are trying to say I damaged the car when the crack was there before I rented it. The girl wouldn't show me the photos when I asked, thankfully I was able to pull up my security footage to prove that it was there prior to me and suddenly she said " you can't tell in that picture" making excuses so they can make my insurance repair it. don't rent from enterprise. They are terrible and will try to pin stuff on you even when you didn't do it. Literally will never ever rent from this company again. read more

I am so grateful to the lovely ladies at Enterprise car rental. I've not rented a car in over 20 years as I've never had to before and now I'm starting to travel at 61 years old and it's a whole New World and quite scary. I have to be so grateful to Mikaila who helped me book my reservation. She was so graceful, taking time with me with all my nervousness as I had gotten the date wrong and had to call back. She was so kind and understanding and never made me feel stupid or weird. I was very grateful for that! I can't wait to go with Enterprise as I heard they were a really good facility and so I am glad for that. I'm also grateful to Olivia who spoke to me the day before she also took a lot of time with me was very patient and understanding. In this line of work people have to be kind and understanding because it's a lot not everyone is super high tech or quick on their feet when it comes to booking vacations and trips. I'm very grateful to these two girls and I would say nothing but good things about this rental car agency as I am planning on having a wonderful experience with them. read more

customer service was super nice. quality of vehicle was not. lots of scratches and not clean on the inside: the back seat had a big stain or possibly just dirty. we sat on a blanket since we were leaving town and already late. front windows on the inside was super dirty as well. overall cleanliness was noted clean. read more

I would do a 0 Star review if I could. I'm extremely disappointed in how they treated my sister. She doesnt have yelp so I'm writing this for her. Here's the story.... My sister needed to get a rental car while hers was in the shop. She has rental car insurance through her car insurance so she went through Enterprise. She went to this location and talked to Ty. Ty was pleasant and walked her around the car while he documented things on his iPad. My sister assumed he was taking photos of the vehicle to document it's condition. It was at this point that several scuffs were brought up by my sister and mom, on the left side of the vehicle and on there was substantial damage on the left rear bumper. Ty shrugged these off saying that any scuff that can be buffed out doesn't matter. And that any scratch under two inches they don't worry about. He was very friendly and put her at ease, and since she's never rented a car before she took him at his word that he'd done a good job inspecting the vehicle and doing a walk around. After she had rented the vehicle, she returned it and the check in process was with a woman named Olivia. Olivia immediately pointed out a "scratch" above the front left wheel well and when she told Olivia that was there upon pick up, Olivia stated "well it wasn't written in the report." The report that Ty made. Olivia immediately asked if she had any photos or videos of the car before she drove it off the lot. My sister was unaware that she should have taken photos and videos of the car before she drove off the lot. At this point my sister tried to clarify if they had photos of the vehicle from the checkout process, but all Olivia said was that they had security cameras they could look at. Olivia remained cold and accusatory and said that if she didn't have any photographic evidence to prove that the damage was already there then she couldn't "take her word for it" and would be reporting it to the damage recovery unit. My sister feels deeply taken advantage of and can't help but feel like she's being left on the hook for pre-existing damage. This will be the last time she ever rents a car with Enterprise or any of their affiliate companies. read more

All I'm gonna really say is I needed a car and Monday they could not get me in until Wednesday. What kind of place does that?

Amazing service great car that we rented lots of room and ran great i want the hyaundai elantra 2025

Hayden, the branch manager, took great care of my needs after I had to get my truck repaired at the collision center closed by. Hayden was professional and truly heard me out on the type of vehicle I needed. I highly recommend this rent a car center. He got me a vehicle close to what I needed and I was extremely pleased by his close net staff there. Thanks for your diligence and in taking care of my needs, Hayden. You are the man in my book! read more

I can understand some of these reviews because a majority of these people came to this Enterprise location due to either an accident or theft, and not for leisure. Everyone is hot and heavy since we've all been through an ordeal so for each of our personal circumstances, we feel as if we need our situation expedited. The reason I'm putting up a good review is that understanding these circumstances, two of your employees (Mikaila and Steve) did an outstanding job accommodating for my situation and actually showing some sort of empathy. Even though I was frustrated initially due to my car getting stolen, these two people treated me like a human being and helped me throughout the process. Empathy really goes a long way and I just wanted to highlight that. Will be sending an email as well because I really want these two people to be recognized by the company of their outstanding performance. read more

They have always been super friendly and open to making things work. Especially when the delivery date of my fixed car keeps changing.

Do yourself a HUGE favor and go elsewhere. The staff is highly unprofessional. I went in a few days ago to rent a car for a week and had the worst experience. It was to the point that I just ended up going down the street to AVIS, where I had absolutely no problems. So like I said do yourself a favor and skip this place. read more

Had body work done insurance paid for rental. My cost a little gas and $1/ day. Comfortable car. They took good care of me. read more

Nooooo! Do not use. I have been here a hour and 10 minutes now. No one cares. when I asked how much longer the manager was very rude and told me he can't help how long it takes to clean cars. I had this car reservation for over 2 weeks set up through insurance. So it isn't a surprise I came to get this car. Time and date two weeks in advance. I am shocked. I have filed a bbb complaint and will let me insurance know about this. He also said well I upgraded you to a bigger car that's taking longer to clean, I didn't ASK for that or want that! I will take any car because I need to GO. The staff is very young and obviously overwhelmed by renting cars. The fact that no one cares if someone has to go to work, pick up a child from school, get to a Dr apt astounds me. They simply do not care. Would not rent from this location! Have used Enterprise many times in the past and would use again, but not at this location!!!!!!! read more

It's like pulling teeth. That is when your not on hold for 20 + minutes I called at 10 am I called at noon and 1330 all 20 plus minute wait times. Finally got an answer at 230. Everyone was gone to lunch at 1330? There's certainly no way every employee takes lunch at the same time. Not to mention the confusion over calendar days the hidden fees that go with "discounted rates" the one employee I dealt with in person was absolutely helpful. But whoever else is working their needs to learn how to explain things better and maybe answer the phone faster. read more

They wanted $116 for a one-day rental & no pick until 11 because I was a private/personal rental & not for business/insurance reasons. Their rates are three times what they cost last year & I needed to pick up the car at 8:30, not 11!!! Horribly run company. read more

‍definitely read these reviews ‼‼ The 1st time I called the customer service was horrible. I filed a claim with my insurance, so I didn't contact them. She called me. I explained I don't know what they are doing with my truck since it's Friday & I can't talk to anyone until Monday. We don't have any rentals until Wednesday. Okay again I don't know what or when I'll need until Monday so I'll have to let you know. Well we don't have rentals until Wednesday. Okay I will go somewhere then. I don't know what you want me to do. I have to find out Monday from Gerber about my truck. So, Monday I get call to take truck in Friday Aug 5. So I go to my claim make reservations online. For 8/5 @915am pick up. We'll short story I didn't need rental today so I wanted to call as courtesy say I didn't need pick up. Called same number to Lacey Enterprise... Bam... Lexi answered RUDE!!! Not a greeting talking over me and figures NO RENTAL WAS BOOKED !! our notes say you said you were going somewhere else!! Well FINE I will go somewhere else. No stars given read more

Handle each customer independently to the end of process. If another customer is behind the first customer- take care of the 1st customer until 100 completion. I'm now waiting for the CSR to take care of the person whom was behind me. We are busy humans, treat us like you are earning our business and would like us to return to your establishment. read more

Poor customer service, bad place to do business, very unprofessional, they said there weren't any vehicles available and they were going to call and try to get vehicles from other locations they never called me back I had to call them after hours passed. I called another enterprise location and they had a vehicle. Not professional. read more

Corbin was amazing! It's stressful enough to have to work with car insurance companies when your vehicle is not driveable and needs to be repaired. Corbin went out of his way to get me into a vehicle the same day that I needed it. I have rented many cars from other companies and I have never had the quality costomer care that I received from this company. This is my forever car company! I was only able to give five stars however they deserve 15!!! Thank you so very much for making my life easier!!!!!! Well done Sir!!!! Jeanna Dameron, CMA read more

Stay away from this incompetent location if you actually need a car!! Went to pick up my car which I reserved online...and guess what?... no car. Hayden the manager was about as helpful as a migraine. All he could say was "we called you to let you know". My phone records show no call, or text, or email from Enterprise. Hayden then accused me of deleting my phone and voicemail records. Yes, I have nothing better to do than delete phone records and waste time and Uber charges coming down to pick up a reserved car that is not there..... Hayden also went out of his way to emphasize that the collision center was the stores main source of revenue... the underlying message being other customers do not matter. The location had plenty of cars by the way,... but those are for the collision center....hmmm...ok. So tell me why can I make a reservation if there were no cars available? Answer...there must be a glitch in the system.....hmmm ok..... At this point most competent managers, even a rookie would find a way to accomodate the customer even if it means switching other reservations. Nope, not old Hayden....he stuck to his deleted voicemail accusations. He did however offer to have a car available in a couple of days...Gee thanks, but not helpful because there was a reason the reservation was for today....meaning car needed today....Also, why would I even trust that a car would be there then if they could not produce a vehicle I reserved today? Long story long if you are still reading is..... best of luck when you reserve a vehicle through this location, you may be lucky and have one waiting for you. If you are one of the unlucky ones, don't count on Hayden to help you out, he is only interested in taking care of his collision center customer. read more

My insurance and body shop set up a rental for me. I proceeded to field no less than four or five phone calls from this location, two of which referenced completely wrong dates for picking up my rental. I therefor called the day before and confirmed yet again when and what I needed. I show up precisely on time to pick up my rental with guaranteed payment from my insurance, and proceed to wait over 45 minutes as of this writing for a rental car. read more

First I walked in to rent a car through my insurance early in the morning on 3/11/16 They told me they couldn't help me and to call my insurance to make reservations. The same day I got a call back saying they had no cars available and promised they were "working" on it and would called me back before 5pm regardless of wether they had a car or not. Long story short its 3/16/16 and I never received that "call back", so I called them back....same excuse still no cars available for me. Customer service is poor if not negligent. It's a shame one star was the lowest I could go. I recommend using HERTZ rentals. Very professional, polite and helpful. One call & I'll pick up my car today in just and hour. read more

I was having trouble to find rental car around Washington. I called Lacey office and talked with associate from Lacey office directly. They said they have a car I can rent today. Had to check multiple times because drive was 40 min to get there. Once I got to the office, Kate took care of my business. However, she said that there is no car for me today even though I made my reservation. They did not give me any heads up. Only thing she can offer me is drive back to where I came from which was tacoma and she knew about it. I waited about an hour ish to find if other stores have car I can rent. Unfortunately, I wasn't able to. I asked Kate to drop me off then. However, she changes her word that she can only drive up to 15 min radius. She never mentioned this before and she agreed that she would able to drop me off at where i came from. My girlfriend and I had to take uber back ($100) because Kate was threatening me to leave their office. She was yelling and kicked me out of their office. She threatened me to call cops on me. This was most ridiculous experience I had with Enterprise. Also, out of no where, Lexi (other associate), said She called me before that there is no car for me in this store. However, I did not receive a single call and Lacey associate told me there is a car. I felt very threatened and discriminated by workers here. read more

I have two shout outs! Jesse of the Olympia branch and Sergio from the Lacey branch. They worked together to assist me in every way possible after an emergency I had. Jesse even went as far as to meet me at the body shop with me even having to ask. THanks, guys for a job well done. I will use Enterprise any time I need too. read more

This enterprise is beyond amazing. They have great customer service and always try to help out their customers. I recently returned my rental with a crack in the windshield due to a rock flying off of a semi. I drive from Lacey to Bellevue sometimes 7 days a week. I had my vehicle in the shop next door. They made it work that I only had to pay less than my deductible and were extremely flexible and caring regarding my circumstances. They even thanked me for not getting worked up. Thanks Joshua, Sergio, and last but not least, Benjamin for making a bad situation manageable. read more

Not impressed with enterprise and I have used them for such a long time...I had called ahead 3 days before the rental pickup had mentioned to them that I was leaving for Leavenworth on Friday morning and needed an all wheel drive car which they said not a problem we will take care of you. I said ok thanks...time comes to pickup vehicle o well we don't have one but here's a mini Cooper... Mind you I'm 6'4 and have 3 kids plus my wife in the car with me so yea not gonna happen.. I told them no they kept pushing the mine said it would be great I told them no I wanted what was requested for my rental..they said that they didn't have one for me and that I would have to wait well past the time I should have had the right vehicle..mind you they gave away the all wheel drive vehicle right in front of me... The customer service is a 4 out of 10 the only reason I gave them this is because of a nice gentalman named Josh who took it upon himself to get me a vehicle to go home in that would suit my family. He did mention to check back later in the day for an all wheel drive and I did say I will be and that they should have one. I came back later and got the run around again from the staff saying they didn't have an all wheel drive car available for me and that they can't guarantee one for me...mind you there was a vehicle out front of there place that clearly says awd on the back of the car..they told me it needs an oil change.. I came back next day same car sitting there and they said we don't have one for u..I doubt I'll ever return to this location again...maybe next time I can request my insurance to call Hertz!!! read more

Absolutely fabulous! Not even going to pay attention to any other review here. Dennis and Carmen and the whole team are all professional and friendly on the phone and in person. Picked me up AND dropped me off. Great rate. Free upgrade because we found a nail in the tire of the car I originally rented. Will rent from here again and highly recommend. read more

I had a rental while my car was in the body shop. Everything was set up by insurance. I pick up the car and let them know I only want what the insurance company is going to pay for. They told me that everything would be covered including the accident insurance. I returned the car and insurance refused to pay for the extra insurance that Enterprise assured me would be fully covered. I was told that I would not be charged anything, they proceeded to charge me for it. I called the store to complain and the national company as well, they have done nothing and one of the workers even confided in me that they do a lot of manipulation in order for people to sign up for extras. I will NEVER do business with Enterprise or its affiliates Alamo and National car rental again. I will take the bus over them. read more

This week, I was in a car accident leaving me without a car until mine gets fixed. I talked with Brianna and she helped me with any questions and concerns that I had. I've never been through anything like this and she was a light in the situation; giving me the best customer service I could ask for. I ended up using the Tacoma Enterprise for convenience of where I live but I appreciated all the help she gave me from start to finish of the process. read more

These guys and gals were great! Super helpful and polite. A welcome surprise to my horrible day, (wrecked my car). Hassle free, will without a doubt use them again. read more

I would pick another car rental place. This was the second time I used enterprise. The first time I got a car with very little gas and the car was dirty. The second time I called and asked if they could pick me up at 730am, so I could get to work (had to be at work at 7am). I also asked if they could make sure I had some gas so I could get to work. I had to call and have them get me at 735 and I had no gas again, the gas light was on. read more

Shame one star is low as I can go. Car accident, other insurance paying for car, assistant manager said needed additional insurance to be covered-cost me over $100! Checked out, said, "it is about 3/4 full, return it with about the same amount of fuel." Added $10.00 then when returned they say 2 gallons short, charge is $3.66 a gallon! Not using them again. Try HERTZ, I've had good luck with them in the past. read more

There are a few people like Dana at the Carriage Drive location in Olympia and Kristen at the Carpenter Road location in Lacey who are super!! However the rest of the people are NOT a team, do not know what customer service is, are sometimes aggressive when you call them on an error, do not know what they are doing, and they cannot even keep the situation straight. Ask 3 people and get 3 different answers on the status of your rental as well as refund of a $100 deposit while the standard deposit for other companies is only $50. It took 6+ days to get a car with hand controls, the request had to be put in multiple times and the Enterprise policy for hand controls is 48 hours! Carmen is one of the ones who will raise her voice at customers and berate the customer complaining about true Enterprise rental car mistakes. She takes NO responsibility! Dana at the Carriage Drive location sets the standard though. read more