I've had pretty decent luck with Enterprise but didn't know what to expect here since the rental was setup/paid through GEICO (their insured customer hit my parked car). Voicemail on Wednesday am, first day immediately after it was booked, told me a car was ready; when I called back and shared I was walking to pickup on a sunny 85 degree August morning, I semi-expected them to say "we'll pick you up." Instead I got "ok" (then he hung up). Greeted by Emily on arrival who handled the rental with speed and efficiency. I appreciated that everything was computerized, including VIN numbers, vehicle inspection reports for previous damages, gas levels, and rental agreement; signed on the electronic dotted line using her tablet, then received an email copy within seconds. I pointed to several spots to note damage where she reassured me they're looking for deep gouges bigger than a golf ball. She gave me her name and instructed me to call with any issues. Total transaction time was ~10 minutes. I gambled by opting out of $13 daily insurance which paid off since the car incurred no damage while in my possession. Grand total to GEICO was $156 for 6 days usage. White 2018 Nissan Maxima, though newer, was thankfully a comparable rental to my vehicle; liked the backup camera and keyless door handle entry/push button start. DID NOT like the odor of cigarette smoke attempted to be masked by cleaner. My older son and I have asthma but we sucked it up (pun intended) and managed ok. Floors, upholstery, cubbies and trunk were free from visible debris. Car drove reliably with a smooth ride. Male employee that finalized the return was transactionally friendly; he livened up when I started talking about NFL football. After he confirmed no damage and full gas tank, he assured me I was good to go, told me a receipt would be emailed, then asked about their customer service, specifically if there was anything they could do better. At the time I had nothing, but did I mention "Neil" called me nearly 24 hours later asking (implying) if I damaged the rear bumper!Preposterous and strange considering my return inspection cleared with no (new) damage. Clearly this happened after I left the lot (or not at all). So yeah, here's some improvement suggestions: 1) extend an offer to pickup/drop-off customers 2) review vehicle features with renters for full size levels and up. I'm tech savvy but my Mom probably wouldn't have figured out the keyless entry perks. 3) my rental came with 2 fobs, but they were fixed together on a steel braided security cord. Useless having 2 if they can't be separated! 4) inquire about damage when a customer is still there; I'll refrain from jumping to scam/overcharge conclusions. Will keep you updated if this escalates further. read more

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The communication is horrible. My insurance company called this location to make sure they had a car they confirmed that. I called in to check myself if a car would be available they told me yes. I called before I went up there to pick up the vehicle and then they tell me they won't have any cars available until Saturday. This location never had any vehicles and it's always poor service and communication. read more

The experience was absolutely awful. Horrible horrible horrible. This enterprise is by far the worst enterprise that I've ever tried to get a car from if you need a car it's best to not even think about anyone from here because you won't give one. read more

The customer service i received today was absolutely horrific, at the Monticello Norfolk location. Representative name is Tayvion, this rep was argumentative, advised me that I needed him, "these are my cars". His demeanor was aggressive and extremely hostile. Amazingly the other reps just sat there. No one came to my defense. I will never patronize this location ever again. I have never been spoken to like this from any establishment. I plan on drafting a letter to their corporate office as well. read more

Terrible communication! Called this location while at the airport because they had cars at their location. They told me over the phone a returning flight would dismiss the security deposit & explained how I could use my debit card if I didn't have a credit card. Either way, they told me one thing on the phone which led me to going to this location on Monticello. I get there and now I can't use a debit card and now they don't allow flights to cover deposits so now I really just wasted my time. Granted all of this was explained on the phone prior to a uber being booked! Terrible communication! I will not be coming back. read more

Need to work on customer service and make sure that your workers are telling the customers the correct thing. I was hit and my car was being repaired, I was told I had a limit that insurance was paying for the rental, so I clarified with them that I do not want to go over that. The worker then stated $900 would cover me up to a month so I should not worry. I was told I would be notified if I went over and that insurance would likely extend if needed. I did not receive any kind of notification and when picking up my rental, the woman told me to disregard the return date stated on my agreement, and I could return the vehicle to Classic Collision when I had my car back. Three weeks go by, I receive a call informing me that my rental was supposed to be returned on the 5th, and I am responsible for paying the days after (2 days). I stated that's not what I was told while scheduling the rental and I do not have the money to pay for that. Then I was told I have to reach out to insurance or pay/return the car today at 12pm (it was 9am when I was called). I explained to them the adjuster was not responding and that I am being backed into a corner here and I need a vehicle. They stated they understand the situation I am in, but insisted the car still be returned today, I clarified again that I did not have the money to pay them. I am crying and frustrated on the phone and their only concern is the car being returned. The manager was speaking with me initially, and was busy with a customer when calling back, clearly not concerned with dealing with the situation. I am not shocked in reading past reviews. I AM shocked about the lack of communication. I don't understand why I was not notified on the 5th, and why I received a call requiring the car to be returned immediately. Respectfully, I was given misinformation by one of their workers and in the end was basically told to figure it out. Basic human decency is lacking. read more

Don't lose your car. If you lose your car you'll have a hard time getting another one and you may have to pay double I found this out the hard way I rented a car and I left it in a parking garage I forgot about two days later I called them and made them aware of the situation they told me I would have to rent another car and pay for the other one I still yet to figure this out read more

Great service! I went in for a last minute rental without a reservation and they had a car readily available. Thank you Enterprise, keep up the great work! read more

I paid $364 to have a car shipped from Fayetteville Nc to purchased 4/6. It rained that weekend and was told the weather was too bad to send their driver to transport it. I called that following Monday and was that had water damaged, therefore I had to find another vehicle. I immediately started calling about my refund. I spoke with the manager BRICE 4/12 and was told a refund takes about 5-7 days. It's been over 3 weeks now with no refund insite. I called again and spoke with a different manager name John explained the situation to him said he would check into the matter. I never received a call back from him. Called the local corporate office 4/28 left msg for someone to call me. its now almost a month with No REFUND!!! They might be good at car rentals but not with anything else. I WILL NEVER USED THEM AGAIN read more

I have rented from this location several times in the last month and it has the worst customer service possible. The manager is rude and impatient. Charges are not clearly explained and resolutions are limited. The manager believes that he has no supervisor, it's his way or no way. I rent from Enterprise in another area in the state pretty frequently and have never had an issue. The managers at the other locations are personable and reasonable. This guy is a bad apple. It's disappointing because when you find something that you like, you want to like it. I can not say that I like this location. The staff has a better understanding of customer service than the manager. read more

I rented a truck from this branch last week on 9/24/2020. The miles that they had on the paper work was wrong. On the paperwork had 27,181 and the actual miles on the truck was 27,981. Thats a big difference between the 2. I called and try fix the problem. Tom thats the employee or the manager that was at this location was making up excuses that it's not our fault its yours. I contacted the customer service department and Filed a complaint with this branch for Filed false documentation to cover their butt. Im waiting on the district manager to call me. So ppl when you rent from this store make sure you check behind them. It seems like they can't add / write down numbers from the truck. Update- the money was pulled back to my end. I gave yall a chance and you blew it. Also the names I dealt with you are blacklisted from ever getting a federal/government job. Have a great day read more

Rented Car - drove off and noticed it had an expired inspection sticker! Got 50 miles down the road and the tires started losing pressure - had to pull into a station in rural VA to have the spare extracted and put on the car. Seriously no valid inspection? read more

I dropped off a vehicle here and was very impressed with how quick and efficient it is. I also noted other folks trying to rent a vehicle and didn't exactly have a ton of cash rolling... The customer service for patrons was outstanding as they tried to help people who didn't have a credit card or didn't have other standard methods of payment. Watching them reminded me of why I'm not in customer service... read more

Had a reservation for a Full size at 8:15am , upon arrival and noticing 1 pick up available. Manager Gabriel E. Vargas tells me he tried to call me (which is a lie, I'm a diamond status member with a profile set up) and tell me he has nothing available. Unacceptable as I had booked my reservation a week in advance. But sends me off to get a mini van from another location. Being my birthday and reserving a premium car, a mini van was not wanted. I returned later in the day to swap out for another vehicle. At this time (330pm) the lot was full of cars and was beyond rude and I even felt racially profiled and said they were all "reserved". I don't think this was acceptable as I was a customer with a reservation as well so begs me to wonder why I was treated with attitude and not being able to be assisted and also confirming being a diamond status member means absolutely nothing. Very bad experience, thanks enterprise. read more

My husband and I have always rented from Enterprise. However, this was our first experience dealing with Enterprise in Virginia. This location not only doesn't have the vehicles shown on the page, but they also keep a minimum staff as to not have anyone available to pick you up as advertised. This must be the way they make people who need a vehicle ASAP forced into spending more money than needed. This is a really poor sales tactic. Extremely disappointed and will not do business with this location ever. read more

This enterprise is the absolute worst. They are a bunch of crooks who will double charge your act and they only way to rectify it is to have to call headquarters and file a complaint. Neil is the worst. They are very unprofessional and unhelpful. I've had multiple problems with this location to the point that the manager, Neil begged me to remain a customer. I've had to be personally reimbursed as one of the car wash guys stole money from the glove box of my rental. I've had to endure the embarrassment of being told I was black listed from renting because I charged up 100 thousand miles in a WEEK when actually the girl had me under someone else's account. They apologized every time I went in an assured me the girl was fired. Thus place is a mess and I am currently pursuing a civillage case against them read more

I was on an Oceania cruise and looking to rent a car for the day. This location was closest to the port and picked us up and dropped us off. I got a great price on a mini van. Then Chase,a new employee, took us back to the ship. He provided excellent service. Perfect place to rent a car when cruising. read more

If I could give this place 0 stars I would... yesterday ANY greeted me and Geico set up my reservation since I got rear ended on Saturday... Amy was slow at honestly doing anything and they had 2 small SUV's in the lot which apparently I couldn't have or just any car in general I guess... we went at 9am to avoid waiting long since I needed a car immediately and this was my husband's only day off... we were told to come back at 4:30 that day since the car "would be ready then". We came back at 4:30 and waited well over an hour to get the car... I guess that was because they gave me a Nissan Rouge that someone literally returned... and had to rush to give me... this time a male employee idk his name because he never told me anything was "helping" me... he then proceeds to ask if it needs to be a small SUV.... well... if Geico says I get a small SUV then yes it needs to be that... it's unacceptable that I waited over an hour to get into a car and that I could apparently only have that one car... also... you didn't even ask how long I needed the car for.... my car with rear ended with significant damage... do you really expect the car back today... as it stated in the rental agreement? This place is awful... it was my first time renting a car and it'll probably be my last especially from this place! If you have stuff to do/places to go... don't even bother coming here the employees are honestly terrible and the service was horrible! Also smells like cat pee/cat litter so they must have a secret cat in there after being in there my skin itches and they were playing a really inappropriate Lil Wayne song when I was in there that was super unprofessional for a place of business! read more

This was the worst car rental experience that I've ever had. I requested a pick-up and was told that they were too busy at that time. I then cancelled my reservation and rebooked it earlier. I called to confirm my pick up the morning of and they told me everything was great and they would pick me up. We called twice because they were late and we had an appointment. They eventually got to me 20 minutes late. When I called Jocelyn with whom I'd spoken to the day before, she once again told me how busy they were and then hung up on me. When I finally got to the office, not only was I the only one there, but Jocelyn was on a personal call talking about how stressed out she was. She then downgraded me to a compact and charged me for an intermediate. I didn't realize it until I returned the car and asked what type it was. I'm still fighting this. Never again will I rent from them. read more

I received an email for Enterprise inviting me to write a review. So I figured, why not. I have rented cars from this location for several years- at least 3 to 5 times a year. The customer service is spot on! They always remember me and make every attempt to accommodate me. In fact, the customer service is the main reason why I continue to rent from them. I can not say enough how much I appreciate the ease of renting and the friendliness I encounter there. On the flip side, there is one issue that I consistently have with this location. I believe that when I rent a vehicle, I should get into that car without there being any evidence of other renters. The car should be cleaned as if it were new. I won't go into details about the many instances... but I will say that if you can look past (which is difficult) the substandard cleaning, and focus on the friendly and wonderful customer service, you will be satisfied. read more

I've rented from Enterprise over the past ten plus years, both for business as well as recreational reasons. There service is spot on. When I do rent a car...especially from the Norfolk, Virgina location on Monticello, the staff has gone out of their way to accomodate my needs. Like a previous poster, their attention to customer service is the primary reason they are my preferred choice as well as their adherence to a customer-oriented culture. The only negative is the attention to detail in cleaning and washing the car from the previous rental. Other than that one stickler, I focus more on the ease and friendliness of the staff. read more

The car smelled of cigarette smoke, and was late getting to us. Other than that it was fine. They did take money off - $2.00 dollars.

Rented a 15 passenger van for 1 day while on a vacation during the first week of August. We flew into North Carolina and after 4 days of vacationing there needed a way to transport the family to Norfolk to visit other relatives. My father in law had to put the car on his credit card because my credit card is also a debit card. We were told we could pay with a debit card upon returning the car in Norfolk the next day and that his card would be cancelled off and not be double paid. Upon returning the car to Norfolk airport I waited for a while before going inside seeking an attendant. I was greeted by an agent whom was unsure of what to do. He apologized as he was a new employee that just started a week ago. After the employee ran my debit/credit card several times he stated it went through. I asked for a receipt, the employee took over 15 minutes going back and forth behind the desk into an area behind a closed door to print off the receipt. It was clear the employee had no idea what was going on. The employee then said both printers were not working. I asked the employee to send me an email of the receipt. He did not know how. After much frustration the new employee stated there was nothing else he could do. Fast forward a few months, my father in law calls up asking why he has a charge from AMEX for over $1200 for the 1 day 15 passenger that was supposed to cost just over $200. After refuting the charge Enterprise stated that I had rented the 7 passenger for 7 days. Even though my family had flown back to our hometown in Michigan many days prior, Enterprise claims that we still were traveling with he 15 passenger in Virginia. If you want incompetent employees that charge you for days you don't have the van claiming you never returned it this is the place for you. Be sure to save up money so that you can pay for extra days you never had their vehicle! read more