Review Title: A Tale of Two Enterprise Locations - One Redeems, One Regrets…read more There's a saying in customer service: People will forget what you said, but they will never forget how you made them feel. My recent experience with Enterprise Rent-A-Car is a textbook example of both ends of that emotional spectrum, one frustratingly dismissive, the other refreshingly exceptional. Let's begin in Ventura. Tuesday, July 15, 2025. I arrived at 9:30 AM sharp on time for my scheduled rental at the Enterprise location on S. Victoria Ave in Ventura, CA. As a professional truck driver trying to make my way back home after a long haul, timeliness wasn't just a preference it was essential. Upon arrival, I was quickly checked in by a young woman, but there were no vehicles on site. I politely asked when a vehicle might be available, and she simply repeated, "a few minutes." Those minutes turned into nearly an hour. Around 10:30 AM, a vehicle was finally returned but not ready. I watched as the employee took it to get gassed, "cleaned" it quickly, and then handed it off to me. The delay not only set me back but added to the fatigue and frustration of someone who was already running on fumes. What added salt to the wound? During my wait, I noticed an SUV on the lot and asked if I could just take that one instead. Her response: only if I paid extra for the upgrade. No flexibility, no consideration. Just an upsell. Tired and unimpressed, I declined. Fast forward to the drop-off at Salinas South. This is where the story and my perspective completely shifted. At 280 Mortensen Ave in Salinas, CA, I was greeted by a manager named Dainya, whose professionalism and warmth immediately stood out. As we approached the car, I overheard her colleague say they could offer a customer a free upgrade due to limited availability. Surprised, I asked Dainya if this was common practice. Her reply? "Absolutely." No hesitation. No upcharge. Just good service. When I shared my Ventura experience, her response wasn't defensive. She didn't deflect. She empathized. And then despite not being responsible for my negative experience she went out of her way to make it right. She applied a small discount to my rental as a gesture of goodwill. That small act meant a lot. It wasn't about the money it was about being seen and valued as a customer. Here's the truth: Salinas South embodies what customer service should look like. Ventura, unfortunately, missed the mark. And if Enterprise is indeed a single unified corporation, as Dainya confirmed, then consistency should be a standard not a gamble. To Enterprise management: Promote leaders like Dainya. Let her train others. Make her the face of your company culture. Her empathy, authority, and care turned a sour experience into one that renewed my loyalty. And as a returning customer for years, that matters. But I strongly encourage leadership to address the Ventura location's approach. Rigid policies, poor communication, and lack of situational awareness will cost you customers. One location redeemed your brand. The other nearly lost me. Respectfully, A seasoned traveler, loyal customer, and someone who knows the value of service done right.

Everything went well I ran into some problems with my debit card and couldn't pay for the rental. I…read moregot hit twice by an elderly man and his insurance paid for the rental but then totaled my car. My debit card had some fraudulent charges on it and it was canceled. So I thought my bank ordered me a new one but it didn't happen. After 8 days I called customer service and they told me I have to go back to the bank and reorder the card. So they expedited the card and waived the charge of 25$ per my request. Enterprise rental car was so understanding they let me use someone else's card.

These guys set me up with a rental car last minute just before they closed. My hero Oz at American…read moreTire scheduled a pick up for me and my daughter, before you knew Ryan was there. Ryan gave us a bit of history on our way to the store about the car shows, 17 Mile Drive as well as all the golf courses. Inside we were greeted by Chase who quickly had us checked in and out with a new car. The car didn't have an overpowering smell of fragrance that some rentals have. The car was clean and comfortable to drive. Enterprise has always offered competitive if not better rental rates. Their customer service especially at this location is spectacular. Best part of renting from Enterprise is they still pick you up.

Welcome to my #1 Enterprise location in the Seaside/Monterey area. I am a travel healthcare…read moreprofessional and we have a social media group that referenced Mo (the branch manager) and how awesome his Enterprise branch is. I first met Batal, who staff at the Salinas Enterprise and also Mo's little brother, on New Years's eve via telephone. Batal was super helpful answering questions about my return and he was so very gregarious also. I was returning a vehicle that evening and I was fortunate to have Mo there to make my rental car return experience effortless as he completed it so efficiently and arranged for another stellar Enterprise team member to drive me to my appointment nearby. I choose Enterprise when traveling for work or leisure because of Enterprise Seaside's Mo and his Enterprise team where his customer service oriented and results oriented mind-set is the default setting of this Enterprise branch. I also experienced this exceptional customer service with Chase on a Saturday morning as this Enterprise branch proudly serves the Monterey community on Saturdays. I asked for Mo but he was off and Chase happily and confidently asked how he could help me. Chase was able to save me a round trip visit to Seaside from the Bay Area by facilitating everything online. This saved me A LOT of money. Thank you Chase and Seaside Enterprise. See you again, next week. Chase exemplified the standard stellar service I received from Mo, Batal and the Seaside Enterprise team. Chase worked so diligently and efficiently to find the solution to my problem and called me back when he said he would and patiently explained everything he was going to do after actively listening to all my inquiries and concerns. It is important to note that the exceptional service of Mohammed Ahmet and his Seaside Enterprise team was reported by many travel healthcare professionals in the private Bay Area Travel Healthcare social media group I belong to.

DO NOT COME HERE…read more If I could give these people a negative number I would. I rented a vehicle in Dec for my sons birthday trip. I prepaid calling the Monterey number. They never answered. So it went to 800 number. I paid the reservation and arrived at the time I was sent an email to arrive. Upon arrival a man wearing a backward ball cap asked for my info. He then proceeded to share that there was no cars. I said how so? I have already paid and was told this was the time for my pickup. He said it's the holidays, it's busy. He said he couldn't help with the cancellation and referred me to the 800 #. I called the customer service # and they told me My refund would take 5-10 days. I was upset because I didn't get a car when I was promised after I had already paid. So I wanted my refund asap. It's now end of January and no refund. I called the Monterey office. Spoke to someone, she put me on hold and then someone else got on the phone to tell me that she couldn't help. That she doesn't know how long it would take for me to receive my refund. Because I purchased it through a third party probably Priceline. Which I didn't. I called their location and it was rerouted to their customer service directly. She proceeded to be super rude by saying she couldn't provide any Info besides call my bank. I said, so when refunds are done, how long do they take to process? She proceeded with I don't know because I don't do that here. I asked, when they have training how long are they told to give information to customers? She cut me off and said I was being aggressive and in her words "now I see why you weren't given the vehicle on the reservation" then proceeded to hang up on me. I'll be showing up to the location to make a formal complaint.

This is not my first time write the negative feedback for this person and location .Dropped off…read morevehicle at the Monterey location . The customer service representative Joshua charged me additional fuel charge of $4 . He was trying to explain to me their policy after I told him the vehicle was turned with full tank of gas , just filled up from blocks away . He started irritating after I refused to pay the fee and asked him to go out to check on my fuel gauge. After a few confrontations , I was finally able to get the fee adjusted but the 11.11% concession fee of $18.74 still stayed . So the final bill still shows $22 more than what I supposed to pay from my original reservation , which included tax and fees . Joshua is the worst employee of Monterey location, he has really bad temper and attitude towards to the customer when things are not going to his way . Joshua has no customer skills and doesn't know how to talk to guests nice and patiently. He needs to be fired or aggressivly to be trained by customer service experts ! So anyone who drop off your car at this location , watch out your final bills , Joshua will charge you all unnecessary fees !

This is by far the worst National I have dealt with. Called the last 48 hours during business hours…read moremultiple times. Nobody answers and the office voicemail just hangs up on u.

Daniel made a complex situation so easily. Took 5 minutes and made my life easy and got me on the…read moreroad. It's why I continue to be an Exec Elite with National and I love this branch!

Stay away from this place, I suggest Pacific Motor Srv instead. I brought my Ram 1500 to the…read moredealership a while back and they told me I need a new alternator and a new starter and that there may be other things as well. Yea, I bet. Anyhow I went to the dealership to look at the car and grabbed the keys and started it. With no starter. And alternator. They lied. And worst of all is that if I called them up and told them to do what they think needs to be done, I would be out $ 5,000 for a new starter, alternator and whatever else they could make up. They lie and steal. I have had 2 other friends dealing with these charlatans and both had the same complaint. They are crooks, In my opinion.

My son bought his truck 13 years ago and 3 years ago he had a recall on it and took it in and they…read moredid nothing. Then last week he took it back to have it worked on again and today he went to go get it and they F_______ gave him the runaround. Not even the manager would come out and help him until he said something to him and all the other employees did nothing but give him a damn run around. Never will we buy a Dodge Ram Truck from the Salinas Dodge and maybe never another Dodge truck again

I recently had the best experience with Alamo. My flight got in late at 2330. I was worried there…read morewould not be an attendant when my flight landed. I was happy to receive a text message from an associate asking me if I would still be picking up the rental car, I was so glad the young kind friendly man waited for me! The BMW was clean and perfect!

just wanna say thank you all for your kindness and amazing customer service you representative…read more We're super patient with me while I had to keep updating my agreement.

Second time buying a used car and I knew I was gonna regret it all over again. Got the car…read morementioned it needed some stuff done and have never heard back from them to get it fixed. Now they don't wanna pay their part and say it's off their little warranty and I gotta figure it out on my own. Piece of shit and someone there had the nerve to ask if I wanted to trade in the vehicle to get another piece of crap no thanks I'll have to fix this since it's our only reliable vehicle even the recommended mechanic said there's been several vehicles from them that have the same issue after a while

The people here are so friendly and knowledgeable. Took a few cars for a drive and ultimately got…read moreexactly what I wanted for a great deal! Can't say enough good things, will definitely recommend to friends and family.

What an amazing adventure! It was a dream come true to be able to drive a Mclaren 570s down 17 Mile…read moreDrive in Carmel. Anthony was especially fantastic going to all lengths to ensure it was a birthday surprise. I would highly recommend this service to any car enthusiast.

I just visited Club Sportiva's new Clubhouse in Monterey. Awesome! Super convenient, near the…read moreairport, and the lounge is great. I rented their Cayman GTS and I am having a blast. I would highly recommend sportiva.