Very disappointed with my recent rental experience. I made my reservation well in advance and arrived to find that the vehicle I reserved was not available. The alternatives offered did not meet the needs that were clearly communicated when the reservation was made. The lack of preparation and poor customer service created unnecessary stress and frustration right before our trip. A reservation should mean a vehicle is available when promised. Unfortunately, this experience fell far below expectations. read more

The worst place you can get a car from, I placed a reservation a week ago only to come find out last minute; 0 cars available. Use Turo instead, better customer service. read more

Came to Rome to visit family and needed to rent a car. I am very impressed with this location and with the branch manager Jacob! This was an amazing experience! Jacob was super informative and very helpful to my mom and myself for our rental. I have and will recommend this store and when I return to Rome I will come back to rent from this store. read more

I have attempted to rent a vehicle from enterprise at least 10 times even when they were in there old location, and now recently, I have been driving for 45 years and never had a traffic ticket. I also have a 840 credit score, my vehicle is in the shop again I called the vehicle I wanted to rent for two days I was told was unavailable I needed two rent the vehicle for two days. The part that seems somewhat strange the particular vehicle I wanted to rent remained on enterprise rent a cars lot and had not left for four days. guess I was the wrong type of person, no tickets no wrecks excellent credit read more

I dealt with 3 employees at this location. Kevin and Tia were as nice as can be. However, the older gentleman with glasses, Bob I believe his name was, was absolutely miserable and if district management had any sense about themselves they would move him along. They sold me a broken product and then attempted to keep my money. A terrible place to give business to. This issue was only resolved after threatening to call the Better Business Bureau and reporting staff to the district manager. Thankfully I was able to get my money back. I will never do business here again. read more

My daughter rented a car from this crappy place and upon return they charged her the extra cleaning fee stating that she smoked in it. She is not a smoker and neither is anyone that may have been in the car with her. She spoke with a supervisor and explained that the car was nasty smelling when she got it but was told that was the only car they had. She was told by this supervisor that her friends must have taken the car and smoked in it. Umm, what?? WTF does that even mean?? They still charged her credit card the excessive fee. They are scam artists and this place should be shut down! They should be ashamed of themselves for treating customers the way my daughter was treated. read more

If it was possible to give a minus review, I would have. Customer "no-service" at it's best, and very sarcastic. My wife was dropped off, to rent a car, and after being told they had no cars, they never asked if she needed a ride. My wife had to walk to her destination. read more

Wish I could leave a -star I would. Jake at customer service said he called me but there's no phone record anywhere to prove this. So most likely it never happened because I would have a missed call or incoming call in my phone records. Was in an rear end collision accident and our car is totaled. Hit from behind by a distracted 17yo girl. Enterprise FINALLY called me today/Thursday and said they can possibly have a car for me Saturday but no guarantees and should be able to have one Monday! What a joke! Geico and Enterprise SUCK!!!!! read more

My 78 year old mother went in to pick up a rental car being paid for by her insurance company, they obviously saw an opportunity to rip off an old lady! So they proceeded to sell her insurance to cover a car being rented for her by an insurance company! Really? I hope they can sleep at night! read more

Very bad experience at this location, Manager gave me very hard time, very rude, not a people's person, demeanor, attitude, overall customer service sucked big time, he needs to find another job. read more

I had made an online reservation only to be called 15 minutes before my scheduled pick up and told they could not honor my reservation. I understand this can happen but to be called so close to the time of pick up is just poor customer service. This was especially upsetting for when it takes 30 minutes to get this location and I was halfway there when I received the call. To top it off the young man who called to inform me did not offer any explanation and seemed to hang up when I asked why. Perhaps it was a dropped call I can give him the benefit of doubt. Corporate was no help in resolving the matter. Enterprise has lost me as a customer. read more

After recently getting married and having two different IDs but lo and behold I did bring my marriage certificate a gentleman named John pasho was an amazing manager and came to my Aid as I did need a car ASAP as my mother was recently flown to Albany for medical emergency after spending about 45 minutes this gentleman went beyond and assisted me with a car anybody in the Rome area any inconvenience and get a hold of this John pasho hopefully the higher-ups at this facility will see this Yelp as he should be promoted for his over the top assistance. Once again thank you John read more

Well I had a reservation and called and called the local store starting at 7:30am to get a ride which is the trademark of Enterprise, "we'll pick you up". I never got anyone to pick up the phone. Later I called the customer service hotline and he made the request electronically to get a pick up. I waited... the allotted time came and went. I called customer service again who looped me to a nearby branch who could finally contact the manager of the store I was trying to reach by private mobile number. I waited some more...someone eventually called me back and said they were really backed up with transports and several employees had called in. More waiting...when I finally hours later I do get to the store I wait another 1/2 hour in line...all the while the phone is ringing in the background and no one...not even the manager will pick it up. The girl at the desk was super nice, apologetic, and frustrated by her work environment, but I wouldn't rent here. read more

If I could give Enterprise Rental no stars I would. I went to the Rome, NY branch to pick up a rental and was hugely dissapointed. I could not believe the customer service. I had to fill out paperwork just short of giving away my first born child. They wanted my address, date of birth, two references, my work location, my supervisors name and his work location and title and then they wanted my insurance information. I could understand some of it but come on, my supervisor and his work location? But I filled it all out and just went through the steps. Of course I put one reference and Samantha Stayer, the lady who was assisting me, rudely pointed out that I needed two references. So I put down one more. She also took my license and credit card. So I thought I was all set until we went to check out the car I was getting. We went outside and she said she needed me to inspect the car for any dings or dents. The car was filthy and I said I couldn't pick out any dings or dents with it like this and she rudely said"this car was washed this morning". I said it certainly doesn't look like it and I can't tell what's what. She said ok you don't want to rent the car and got in it and parked it. Then she proceeded to go inside the building and left me outside. I called the manager to address the situation and of course I got his voicemail so I left a message. I went to the door to go in to Enterprise to see what her problem was and Samantha had locked the door. Now mind you, it's snowing out, I was dropped off and my wife had an appointment in utica so I didn't have a ride home, which was about 20 miles away. I tried the door again but it was definitely locked. Unbelievable. I was stranded without a car because she had a bad attitude. I called corporate and they took all the information and said they were going to lodge a complaint against her on my behalf but that does me no good because I still have no vehicle to get home with. I would never do business with this woman or that Enterprise ever again. She definitely should not be in customer service. I can't believe she would leave a person stranded like that. Corporate said they would get back to me tomorrow, but again that doesn't fix my no vehicle situation today. I would never recommend that Enterprise and I will tell everyone I know what Samantha did to me in regards to this rental visit. All this is because the Yorkville, NY Enterprise canceled my car reservation at five pm today and said that the Rome, NY store had vehicles. read more

Needed a pick-up truck to help move my son and his girlfriend from one apartment to another. need 4 wheel drive as well as it was going to snow. We took a train up from Babylon Long Island . They met us at the train station , picked us up and took us back to office. The pick-up truck was even bigger then what I asked for and was clean and ready to go . The people at the office was very helpful and really cared about customer service . Will use them again when going up by train to visit our son . Great service ! read more

Excellent. They went above and beyond. The car ads nice as well. Awesome job. Very friendly and very clean establishment.

I was researching for a 12 passenger van for a special family event. I found online that the Rome location had the van and that it was available. I tend to be skeptical of availability online so I called to check the availability. I was told the van was available and therefore I rented the van without worry. Shortly thereafter I received confirmation of this rental. The evening before I was to pick the van up I received a phone call from enterprise letting me know that the van was no longer available so don't come to pick it up in the morning. I asked how I had a confirmation of the reservation if it is no longer available and what she could do to help now on short notice. I was told it was closing time and she no options for me. If i could give the Rome, ny location a no star review I would. I am sorry you had to call me at closing time but I feel something could have been done to help. It was confirmed twice to be available just to find out it wasn't available just before I was to pick it up? My advice is to not rely on them when it is important. read more