I am very happy to be writing this next review of this Enterprise location. If you read my other…read moreFeb 2018 review, you read about my problems not getting a callback from the manager after leaving my favorite coffee mug in the car and the rude staff preventing us from transferring bags to the rental car in the back. After such a disappointing experience (this has always been my go-to rental location) I canceled all my future rentals for the year and moved them to the Waterloo location. After the female manager in Kitchener seemed not to care much about my experience, I contacted Enterprise on Twitter. I was surprised to find I was messaged almost immediately. Customer service is a dying art and I've come to expect disinterest and a lack of care, which makes me move on to another company without another word. Companies need to be mindful that we customers do have choices where we spend our hard-earned money. Enterprise REALLY did it right. Keegan, the district manager for the Kitchener area, got involved and I was so impressed by the way he handled the situation. He addressed the situation during which we were repeatedly asked to move so that we couldn't even take a few minutes to transfer bags and set up the phone. He assured me that kind of thing would never happen again. He also went above and beyond and called to make sure he tracked down the person who rented the car I'd taken to Louisiana. I'd been told by the other manager she simply couldn't find my mug. Well, Keegan and Megan (store employee) tracked it down, and my favorite, battle-scarred mug is now beside me on the couch :). Keegan even discounted my rental the week following by half! I was very happy. The rental itself went seamlessly. The staff was so friendly, especially Megan. We chatted about books and she provided excellent service. Give that girl a raise! I was provided a black Jetta, which got me to Nashville and back home again safely, even through an ice-storm in New York on the way down. The car had a huge trunk (I had luggage for my sister and niece who went with me) and got great gas mileage. When I dropped the car off, Megan was there again. This was on the 27th of February. There was another young man there, but I, sadly, didn't get his name. Both he and Megan were again so super friendly and helpful. They returned my coffee mug and seemed just as happy as I was that it had been found. They both apologized again for the unfortunate incident in the back for the other rental and my love for this location returned. I travel several times a year for signings, and 2529 King Street always felt like a piece of the tradition. I also use Enterprise for times when my husband needs the one car we share. I promptly returned home and rebooked all my travel for the year with this location. I'm so happy the problems were ironed out and recommend them highly. I know now ever experience goes smoothly, but when a business tries their best to address the problem it makes such a difference. This group definitely earns the respect of this customer!

The fellow was great but the woman was terrible. He put me…read morethrough as i was wondering how much an economy car would be for a day .the young lady right away was saying i need your information ,name which is fine if i was over 25 and i said yes. But then she thought it would ok to ask me for my credit card info and how i was paying and continued to be rude when i politely asked for how much a car would be that's all i wanted to know. I wasn't was renting it. you have to talk with a virtual person first and give information. All i wanted to do was talk with a person to see how much it would cost for day. My daughter had rented a car a few months ago off them but smartly did it online. I will not recommend them at least not the woman who was rude and should not be in customer service.

When I think of a 5 star rental car experience, I look for a car that meets my needs, efficient…read morecustomer service, and easy booking/transport to the location. Overall, this was one of many great rentals that I've had at the location. Car: 5 stars. I got a Kia Forte from this location with Android Auto/Carplay, a heated steering wheel, and heated seats. The car was on all season tires, but winter tires are also available at this location. Previous cars that I've gotten include the Mazda CX-5, Jeep Cherokee, VW Golf 1.8TSI, and Toyota Sienna. Service: 5 stars. Service was curteous, prompt, and quick. This location is always very fair with explaining tradeoffs of various insurance options and will not ding you for the slightest scuff on the vehicle. Booking & Rates: 5 stars. Hertz seems to have updated their website, which is great. They were able to pick me up from my apartment to the location which is a huge perk. From what I know, they also have a $5 taxi reimbursement if needed.

Great service at this location. They had an issue with there system and manually reduced the price…read moreto fix. Also a free friendly ride home after drop off.

Avis Waterloo (on Weber) and specifically Chris Murray who is the Agency Operator there really…read moresaved the day and helped us during an emergency in July 2020 where our car broke down on the highway kind of close by and nobody was open. He couldn't have done more to help us and this meant so much to us after the worst day possible which included our dog passing away in the event. He did so many things that he didn't need to do to help us and his kindness meant more than he will ever know. The entire location was very profession, the car was perfect and exactly what we needed, he stayed open late for us and did so many extras to help in our emergency. THANK YOU.

Their website promises pick-up service, but every time you call they'll say "we don't have anyone…read moreavailable right now." Yeah...turns out that they never send someone out to pick up. They don't even staff enough people to do it. Go to Discount, across the street. Would only rent from them if desperate on a Sunday.

Booked my rental through CAA and arrived on location within 30 minutes of the interview,…read moreunfortunately the reservation had not been sent to the from CAA yet and i was worried i would not receive my rental in time. However the owner came onto the location and was very accommodating, he made sure to match my price rate with CAA and create an identical reservation. The second issue was that there were no cars at the location, we were at, the owner personally drove me to another location, on Main st east in a very nice jeep. When we arrived they had found that they still needed to clean the freshly returned car before it could be rented to me. As a show of compassion he immediately upgraded me to the very same jeep he drove me in, at the matches rate originally quoted to me by CAA and apologized for the hassle. All in all, the owner, Steve, could have simply turned me away and referred me to another franchise, but instead he took it upon himself to create a path for me to rent this car, a random customer. Thanks Steve. Thrifty, you guys rock!