I had to rent a car on short notice due to a mechanical failure on my car. I used to rent from the Enterprise on Richmond Road where the customer service was excellent - once I needed a sedan for a couple of days, when I showed up for the car, the manager informed me that the sedan was not available, but he brought in an SUV from Newport News and upgraded me at no extra charge - did I mind? That's good customer service! The Richmond Road location closed for good during Covid, I was forced to use the Merrimac Trail location shortly after to transport an elderly woman to MCV - I wanted to give her a comfortable ride in something other than a sports car. Showing up with a confirmed reservation, I found two zombies sitting behind a counter who informed me that there were no cars available because there were eight cars sitting in the parking lot which needed oil changes. Fast forward to this year and I needed a car in a hurry, and was not looking forward to trying the Merrimac Trail location. When I walked in the door I had to check to make sure I was in the right business - it was staffed with energetic humans who were taking care of multiple customers in what seemed an efficient and professional manner. My reservation was confirmed and I soon found myself in the car I wanted, the return was equally efficient. No hassles, no fumbling, the zombies had been returned to their crypt, everyone had a brain and could communicate, all I all a very positive experience. Will definitely try them again. read more

I am going to copy and paste my husband's Google review about this Enterprise location since I am the one with a Yelp account. And this is exactly what happened. "One star. And that's being generous. If I could give zero stars, I would. What's ironic is that my wife previously gave this location five stars because we've always had great experiences here. We are repeat customers who have rented from this location regularly for years, so for me to be leaving a one-star review says everything. This review is about one person: the manager, Peter. We arrived about an hour early for our reservation. The only reason we didn't adjust the pickup time in the app was because doing so would have caused us to lose the free rental day we were redeeming. In the past, picking up early has never been an issue. Staff simply adjusted the return time and moved on. We were told it would be a few minutes, which was completely fine. I waited patiently while another customer was helped. When we later asked if a vehicle was available, the response we received was, "Sheesh, y'all can't wait? Y'all appointment isn't even until 4PM." At that point, it stopped being about the rental and started being about the attitude. A vehicle was available. Peter even walked toward the vehicle with the keys. Then, after we questioned the way he was speaking to us, he abruptly changed course, said Nate would handle us instead, and walked back into the office with the keys. The entire interaction felt petty, confrontational, and completely unprofessional for someone in a management role. Yes, my wife eventually called him an a-hole. She said it after the interaction had already escalated and was not initially speaking directly to him when she made the comment. That doesn't excuse the language, but it also doesn't erase everything that happened beforehand. After Nate attempted to complete the rental, Peter came outside and announced he was canceling the rental because my wife had cursed at him. When asked whether that was Enterprise policy or his own policy, he stated it was his personal rule. As a result, we left without a vehicle and had to make a completely new reservation for the following day. To make matters worse, the free rental day we redeemed remains tied to the original reservation. What I found interesting was that once my wife began recording, Peter's tone noticeably changed. A video of part of the interaction exists and has been preserved. Corporate has already been contacted, and we're awaiting a response. I sincerely hope Enterprise reviews any available security footage and fully investigates what occurred. The rest of the staff deserve five stars. Nate, Baylor, and the other employees we've dealt with over the years have always been professional, respectful, and helpful. We will continue renting from this location because of them. What we won't do is rent when Peter is on duty. Enterprise deserves better from its management." read more

My sister and I were in Williamsburg Va for a family reunion we arrived by train and Mr. Ron one of the best picked us up and drove us to enterprise where we picked up a black jeep compass.The staff there had the best customer service every. Baylor,Courtland,and Nate were absolutely wonderful and of course Mr Ron thank you gentleman for top notch customer service. Carolyn Williams and Toni Miner read more

Disappointed because I had booked a car days in advance so we could travel around Virginia much cheaper than getting multiple Ubers. Ended up significantly changing our vacation plans because we were limited to a much smaller area. They said it was because the e-booking system overbooked them but Enterprise needs to get it together. The staff were very polite over the phone though. read more

Nothing worse than relying on a car rental company to charge you the amount you were quoted, but sure enough these guys found a way to punish me by the hour for bringing the car in at the "assigned" time. Never mind that I called as I was stuck on the interstate in a winter storm, they were happy to take the call, and promptly charged me an extra hundred dollars for the effort. I brought back the car clean and full of gas, but no matter. I'll never rent from these two-faced guys again. read more

If one is lookin to witness the dredge of rental car operation - come to this location. Showed up for a pickup at 1130 and 30 mins later the twiddle dee and twiddle dumb show is still in full effect. Place is dirty. People just sit and have to wait for a very long time for employees to do their jobs...this is the worst rental site I have ever experienced. And I rent from around the world!!! Avoid avoid avoid. I'm not sure if it's incompetency on display or lack of persons. For both pick up and return I hear the same thing: "we have a small crew here....". Here is a hint captain obvious: make the crew bigger! read more

Enterprise Rent-A-Car - Car Rental Near Me - Williamsburg, Virginia

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They were rude and kept us waiting in the lobby for about 20 minutes with no communication about car rental. We ended up upgrading from one day to 6 (over $400) and at the last minute they said they charged $150 to drop off at another location (the airport)! I asked since we upgraded by hundreds of dollars if they could waive the fee and they said no. We dropped it off at their place and ubered to the airport. Also, trash and someone else's water bottle were left under the drivers seat/backseat floorboard. read more

Difficult to reach by phone, and then promised call for my pickup at a specific time today. never called, promised apcikup time when I finally reached them, and no-showed on the pickup. Avoid if you respect the value of your own time read more

The staff are friendly and professional. They are able to handle a number of issues related to renting a vehicle. This location is very close to public transportation and a supermarket which is very convenient. read more

Rating is 0. Our car is in the body shop and USAA again assigned this particular car rental. It is not the first time we have had to use them (at least 4 times) and not the first time we have gotten a car that had to be returned for a strong smoke smell and other concerns. We have a high end car, but were given a baseline, bare bones vehicle with over 33,000 miles on it and the maintenance light was shining brightly. (We didn't notice this until later) The vehicle was dusty/dirty inside (allergy problem), with a cherry stem and hair in the box between the seats. We had called at 9 a.m. that day and explained our concerns and the need for a different vehicle. They asked when we would come by and we said one and they said they would have another vehicle for us. When we got there, "R" met us at the desk and we explained the situation and the call. He said he was the manager at that time but no one had told him that we were coming and if smoke in a car was a problem, then probably all of the cars they had would be a problem. He smiled/laughed at the problem we had. He was told that a negative review would need to be submitted and he smilingly said, "Okay". His cavalier attitude was dismissive and annoying. He was waiting on us and had to go into the store to use the main computer to complete our return/exchange. While in there, he work began working with other customers and left us sitting outside. We had to go in to ask him him for a key and he sent someone else with a key to the fairly new, baseline Sentra. This young man was pleasant and helpful. We finally left with the car. Customer service training seems to needed as well as better quality of vehicles. read more

If I could give zero stars I would. This location is horrific and they take advantage of customers using their insurance. I had to physically go to the location multiple times to try to figure out what was going on with my reservation and to get into a rental. They never called me. I finally got a rental and was not given any options on vehicles ("we only have this one"). Come to find out it was way over in cost. They ate up a third of my insurance coverage. My insurance said they should be $21-25 a day and the one they put me in was $67. The rental agreement didn't even have the daily rate listed. The only option they gave me was now to switch vehicles again. The vehicle I was switched too is just disgusting and dirty. It was deodorized so much it gives me a headache and nauseous and just lingers on your body . Even with the vehicle being deodorized it still smells like weed and smoke. My kids were even complaining about the smell. The rear door doesn't close properly and there holds in the interior. The manger would only adjust the prices for one day. They already charged 1/3 of my insurance coverage for the rental after they gave me the vehicle as an only option. As a platinum plus member I won't ever recommend this location or rent here again. This was by far the worst experience I've had with a rental car company. Update: After talking to the regional manager and discussing how this whole process was not done correctly. He assured me that he would make sure my family was comfortable and would switch me out vehicles. Went to the location for the 5th time in a week in a half and they did switched me to a different vehicle, an even small car than the two previous that my kids barely fit in the back with car seat. Oh and under a 1/4 a tank of gas. The manger " you'll need to fill it up cause it's empty..." like I haven't spent enough time on your mistakes. Note: don't complain at this location or they will just make your life even more miserable! read more

Just picked up a car as my vehicle is being repaired, and Justin was extremely helpful and the whole office was extremely friendly, would highly recommend! read more

This place is a joke, I don't even want the business manager to even comment on this post. He's a joke too, but I set up a reservation for today. I called and they set me up, everything was great. Then I got there, then they had the audacity to tell me they had a shortage in cars and I won't be able to get it till Thursday. This was just stupid, you couldn't have told me that when I called you?? Really?? If you need a car go to colonial rent a car... read more

i have continued to try to fix this issue with the manager of this branch, but he is an incredibly lazy unprofessional rude person. He just wants to make money from anyone he can and he doesnt care how he gets it. to charge a customers card $400 when you only had approval for a refunded deposit is absolutely insane and fraudulent. at least i know the manager hates his life as some form of solution since enterprise corporate and this branch do not help solve issues. dont rent a car here. unless you want them to charge you for their mistakes. read more

I have been calling to speak to a supervisor several time. I did receive poor customer services. The rep couldn't do nothing for me, I am very disappointed. read more

Zero stars!! Worst experience EVER!!! Needed and was promised a vehicle on Monday. They called and said they had nothing available and the next available vehicle would be Wednesday at 1pm., I changed my schedule around to pick up the vehicle and AGAIN no vehicle!! Avoid this location like the plaque if you actually need transportation!!! read more

very disappointing! The only nice day to run around and sight see we cannot get a hold of the local company to pick us up. when making the reservations she said they would be here before 10 am. here it is 11:20 am with no phone call. I have been on hold for over an hour trying to contact the local office. Not a good way to run a business. cancel and use Uber read more

SUPER slow service. Had a reservation but waited for an hour before our car was ready. When asked we were told they were doing safety checks on the vehicle. When the car was finally ready THEN the contract, charges were reviewed and our credit card info taken. Hummmmmm we were there for an hour and you couldn't take care if that while we waited. Advise - have your cars ready for any customers. Fast Cs is excellent CS. Never using Enterprise again. read more

Manager is an absolute jerk. Sat there waiting as I had a reservation and said there more important people to deal with. Asked to call other locations and he just said no. read more

I booked a car through the Williamsburg, VA location and completed the early registration. They called to cancel my reservation just two hours before my pickup. It was horrible! Apparently they think it's appropriate to overbook even when you have enntered your confirmation and payment details. The regional team is not any better! They failed to return my call in a timely fashion. Enterprise use to provide excellent customer service but it seems the organization has abandoned that goal. Extremely unprofessional! So customer service contacted me and asked me to book again after entering this locations information and seeing multiple cars available. I knew it was pointless but I completed a reservation as asked. Just as I expected, the location called at 7:30am to cancel the 9am pick up. I wish they would tell their agents to stop using COVID as an excuse for poor customer service! I'm in healthcare and went to work everyday, no excuses. Accountability, where is yours Enterprise? read more

I had a good experience here, despite some initial oddness. Particularly, I was offered a special for one type of car while making my reservation, but when I went to pick it up, just minutes later, I was told that that car wasn't available and that I"d have to accept another, different type. I was given a lower price, thankfully, and the car did ultimately do the job, and the employees were friendly and the service otherwise sound; though, I found it awkward to have the cars so mysteriously swapped like that (and, though I didn't require the type of car I'd originally booked, it would've been all the same if I did). In any case, thanks for hooking me up with a car when I needed it :-) read more

We drove over 10 hours from Savannah GA to pick up our rental. We were delayed by a large accident involving 4 vehicles that closed I-95 for over an hour- pushing us FAR behind schedule. My wife called when we knew we weren't going to make our reservation time, to find out they didn't even have the car we reserved! We were assured that it wouldn't be a problem, that they were going to pick up a car from another location. At this point my wife told them directly that we were roughly 2.5 hours away at the point of the call. 2 hours later, we are 3 miles from the rental agency when they call to say we took too long and that there were no vehicles available for us any longer, stating that they would only hold vehicles for 30 minutes. I respect the policy, IF IT WERE TOLD TO US MORE THAN FIVE MINUTES AWAY. We pull into the parking lot, thinking we would find some recourse-and after some finagling, we were able to secure a car. I assumed, that because it was clearly not the PREMIUM car we reserved that we would get a reduction in the price-no such luck. In the middle of me adding funds to my card (I was less than $10 short) she swiped it, and it declined. What do you know, after a declined card, they can't use it again for 24 hours. How convenient. I'm absolutely disgusted with how this was handled. My reservation was placed several days ago in anticipation of my wife's birthday, and we don't live "around the corner". It took thirty minutes to find another rental car-and we missed our reservation to our event. Negative stars. read more

Working with the Williamsburg (Merrimac Trail) Enterprise has really been a pleasure! I have rented automobiles from a few other companies over the years, but for the most part, I remain a loyal Enterprise customer and Plus member. The reason being, the seamless, professional yet pleasantly personal service I received working with a very skillful and amiable agent here, Dominique Person! Ms. Person went above and beyond to accommodate our immediate needs. In the future, my husband and I have decided to work somewhat exclusively with this particular Enterprise branch (as long as Ms. Dominique is still there)! Accomodating, Professional, Courteous. Check this branch out for all your transportation rental needs. read more

I travel for work weekly. Rental cars are at a premium because they sold many cars during the Covid quarantine. Also people don't want to work. I went to this location and was taken care of by Gina and Mario. They were the only two in the office, manning phones, taking care of customers, & doing the walk arounds. There was one guy doing the cleaning and gassing up the vehicles. Gina, a newbie on the job, took at least 15 calls & waited on 3 customers in the 10-15 minutes I was waiting for my car. (I'd have taken it dirty, but with Covid protocol...). She handled each call with professionalism, like they were the only caller of the day. She was fantastic. Mario was equally professional. He made sure everything was perfect with the car and even called the next day to make sure my drop off went smoothly. I highly recommend this location. Be gracious, there is a real car shortage and manpower shortage. read more

Kudos to Gina, Mario, and Jason at my local Enterprise, they are awesome. Their team always goes above and beyond to ensure that my experience is a great one. read more

Absolutely terrible service through and through! My insurance company set me up with a rental car through this Enterprise branch location. Had I of known the the inconvenience I was being set up for I would of chosen a branch location 2 hours away to not have to deal with these folks! Make sure you sign up for their insurance policy if you do have to rent a car with them, because their initial walk over of the vehicle is haphazard and careless. They DO NOT have your best interest in mind. When you return your vehicle make sure that the agenda does the same haphazard and careless walk over with you or else they will automatically charge you your deductible with out notifying you. If you do choose to file a claim be prepared for the long haul (over a month after initially renting the vehicle and I am STILL dealing with the claims department). Once age be prepared to deal with people who don't have your best interest in mind and give you the run around. Over all I would absolutely NOT recommend this branch to even my worst enemy! Do NOT rent with them unless you have lots of cash to just throw around and don't care about customer service. Lastly, the manager of the branch went on leave and neglected to let anyone know of my situation; mind you I called them just about every other day because that is the only way to get any sort of answer from them. So I had to explain the entire lengthly situation all over again to another manager, who still didn't know what to do! DO NOT RENT CARS FROM THIS BRANCH IF IT IS THE LAST THING YOU DO! read more

I reserved a SUV due to accident repairs being done to my SUV. My rental car was disgusting, stained seats throughout, hole in the carpeting on the driver's side, and it smelled of body odor. It also had burn holes in the driver's seat and the car maintenance warning light was on. I was not offered a different vehicle until returning it early. This SUV should not even be on a rental lot. read more

I would give a 0 star review, if that would be an option. I had a reservation for an Intermediate SUV for Friday, Aug 24th, at 3:00 PM. The reservation number was 2025449272. At 2:47PM on the same day, I received a phone call from somebody in their office, telling me that actually there's NO CAR available for me, at all, "because I made the reservation too late and nothing else was returned" but the reservation was done and accepted at 7:50 AM the same day. That is 9 hours ahead of the pick-up time. They told me that they will be able to switch me for a minivan, "the one and only car available". I asked to be switched for another size SUV, smaller or bigger, and after that, when they insisted they do not have absolutelly any car available for me in that category, I asked for a full size car, or standard, not an SUV but a CAR. The answer was a nooo, just the minivan or nothing, "we actually make you a favor because the minivan is usually more expensive" After going back and forth, I asked to get a car when something becomes available, even 2 hours later, Fri at 5PM, to get into the worst traffic, but just get a normal car and be on my way to vacation, not in a minivan, for a young couple going to Ocean City over the week-end. The answer was a NO, nothing available. I called the corporation, they told me they can't help, they do not decide for the location manager, but to call and explain him, I called back, the manager of this location also said they will not honor the reservation, even if they were still accepting online reservations for this office/ location at the time I was on the phone with him. Even when I asked to be redirected to another close-by office, or have a car over from another office into this location so I can actually be flexible but have a solution, they said nothing can be done. They even asked me what type of card do I use: "do you have a credit card? What company? A major one?" Shame on them! I will make sure nobody I know will ever use this office! I called afterward to another Enterprise location, very close by, and they were super professional, they honored the same reservation, same car and price, right away. This could of been as easy fix from the location on Merrimac Tr, but with such employees, no way to solve customers problems, which are created just by the same employees not doing their job, not stopping accepting reservations for 9hrs later, not swapping cars around, not letting me know 13 minutes ahead of the pick up time that there's nothing available. They just called in so late to catch me unprepared and have me accept the shitty car nobody else wanted to get over the week-end. I know they hd cars available on the lot, because I was on my way to the location to pick up the car, and they had clean cars available on the lot. Liars and very bad workers. Absolutely a disgrace! read more

Today we went to pick up a van which i put my credit card down on and had a long discussion with the sales person about on June 23rd, and they have no record of the transaction. We are now stranded with 7 people and no reasonably sized vehicle to take us around and up to Washington DC. This is the second time I have had this experience. The last time they called me a 6 p.m. the night before I was to take a group of kids to NYC to tell me they didn't have a van available for us to use the next day. Due to the late notice, we had to cancel the trip. 10 teenagers were let down. This business needs to get their act together. Unfortunately they are the only game in town so they will continue to get business. read more

I find Enterprise to be fast, friendly and conveniently located. They are flexible with changing the duration of the rental period if circumstances change and it's no hassle to do so. I only have one minor complaint and that is the cars sometimes go out a bit dirty, especially on the inside and occasionally you get one that has been smoked in, which should be property deodorized before sending back out. That said, they are our go to rental car company because of their great service. read more

Frequently rent from this location do to being close to home. As a business renter, my only complaint are the Weekend hours. They are not convenient. 9-12 on Saturday is not 21st century compliant to taking care of customers. They need to be open longer on Saturday. read more

I was in Williamsburg taking care of my nephews while my sister went out of town, Right before she left, her car broke down so she had to rent a car from this location. So while I wasn't the renter, I did go with her to pick up the car and I had to return it on her behalf. The staff at this location could not have been nicer and more accommodating given a somewhat complicated situation. The rate seemed reasonable and they were attentive to the pick up and drop off process. One of the employees generously offered to drive me to the car repair place which was really helpful. I definitely recommend this location. read more

Very helpful when we unexpectedly broke down while traveling through. Staff went out of their way to help is get a car at a price we could handle. read more

Fantastic. The folks there were just great!! Couldn't have been better!

Had an emergency need of a rental car! Amber went out of her way to ensure things went well. She was efficient and professional. Rental was reasonably priced, clean inside and out, and was very economical. Thanks. read more

The Williamsburg Enterprise location is really outstanding in so many ways. You are treated like a real person. You have the feeling that this is a stand alone business and that they really care about your business. I have rented cars seven or eight times from thjis office and each time I was made to feel that I was important. The personal touch that you rarely find anymore is very important to making a customer a client. I cannot say enough positive things about your staff, they are top notch. The reason THAT I GAVE THEM FOUR STARS INSTEAD OF FIVE, is a problem not of their making, but a problem, never the less. They have a very limited number of vehicles to work with and often, at least for me, You cannot get the type of automobile you would prefer. I am a tall man and I really require a full size car. The last two rentals have been smaller cars and that has been a problem for me. I do not blame the office as they did everything they could to satisfy my needs. I will continue to rent from this location and I know that they will try their best to make my rental experience a good one. You have a very good office in Williamsburg. Vernon Randle read more

This is the second time I have rented from Enterprise on Merrimac Trail. It was a great experience both times. They treat you as if they really want you to have a good opinion of their business. In August I rented a automobile, and after driving it down the road for about 4 miles, I decided that it was too much car for me. Enterprise kindly gave me another automobile more to my liking and needs. They did not have to do this. I will rent from them again in December. read more

Reserved a car on Tuesday for an 11:00 am pick-up. Come Thursday Enterprise informed me that they did not have a vehicle available and estimated that they may have one available at 12:00 pm, which came and still no available car; 1:00 pm came and still no car available. When asked what is the point in reserving a vehicle when it does not guarantee that one will be available. Was told that this is the chance you take with dealing with this type of industry. All they offered was an apologize and no rectification at all. When asked to speak with a person over his head (manager) was told I could not and had to make my complaint at the corporate office. When I spoke with a "customer service" person at the office; informed me that they will forward my complaint to someone digitally for an investigation. My point is WHY make reservations when you ARE NOT guaranteed a rental. I have rented for years with Enterprise; however, I will be changing, their service is not of quality. Cannot write the whole conversations that I had with the 2 employees (branch manager & customer service rep), but I tell you it WAS an unpleasant experience; renters beware. read more