I made my reservation weeks in advance and was renting a van. I called the morning of to make sure they had one and they said one is getting dropped of that morning. I get to the store and no van for our trip to Texas. They extended the van and was no longer available. Georges M. offered a Dodge Durango at first but with 4 kids 2 adults and luggage that was not going to be a very comfortable trip. He didn't give up though and made some phone calls to people that had bigger vehicles that said they didn't need that big of a vehicle. We were able to obtain a full Size SUV that were all comfortable in and he did it fast given the circumstance. He could have just been sorry thats all we have and moved on to the next person. He thought outside the box and remembered interactions with other customers that helped us. We had a great trip in the Full size SUV so Thank you Georges M. for making our trip a little more comfortable. read more

Didn't have a car ready despite pre checkin process. Has happened more than once for our family. Their incompetence completely derailed a time sensitive trip. read more

Made reservation several days before. Went to pick it up. Informed overbooked and they tried calling the day before. Agent said Quincy IL has a car. That is two hours away. Asked nicely why the company aloud locations to be overbooked? Her response, she doesn't know they just do. Didn't offer anything for the trouble not even a sorry. After reading the reviews for Enterprise and the different locations. I will definitely look at the other rental companies for my rental needs, and I can say it, Sorry your company will go under because of your terrible business model. read more

I would give negative stars if I could. Always document your conversations with anyone from here. I had a reservation through insurance because my car was involved in a hit and run accident which has been stressful on it's own. I was to drop my car off at the body shop Tues Feb 13th and my insurance company was handling the rental car w/ Enterprise because that's the only rental place in town they are approved to use. I got a call from a lady w/ Enterprise on Monday Feb 12th saying the reservation was for Wed Feb 14th at 10:30am. I told the lady that it was supposed to be for Tuesday because that's when my vehicle needed to be dropped off at the body shop. Apparently this annoyed her because she replied with an angry tone that all they had was Wed at 10:30am. Ok, fine, I'll make it work. I was dropped off by a co-worker at the Enterprise store Wed at 10:30am only for the manager Tj to inform me the reservation was Thurs at 7am. I told him it was supposed to be for Tues originally but a girl called Monday and told me Wed at 10:30am. He said no, it's in here for Thurs at 7 am but he would try to make it work. Ok, no big deal, I can wait. While I was waiting, I asked when it was changed in the system and asked if anyone attempted to call me to inform me of the change. Tj replied that no, it was never changed, it had originally been set for Thurs at 7am and I must have misheard her when she called me. This upset me because I did not hear her wrong, I know the difference between Wed and Thurs. He replied that if I didn't like it, I was more than welcome to go somewhere else for a vehicle. Well Tj, no I cannot because my insurance company reserved this rental and informed me they only work with Enterprise in town so that wouldn't be an option for me. He stated that was not true and he was not 'arguing' with me. That I misheard the girl and I could go somewhere else for a rental because my insurance company does work with other rental places. It is absolutely APPALLING the lack of accountability Tj took and even more appalling that he was blaming me, implying that I was LYING and his only solution was for me to go somewhere else. What a way to run a business and retain customers! I was then taken to a minivan when a sedan was reserved for me. I asked them why it was a minivan instead of a sedan and that I did not want to have to deal with the price of gas in a minivan vs a sedan as the vehicle was reserved for me to use through the 23rd. I was again told (by Ren this time) that if I didn't like it, I could go somewhere else. I explained to him that no I couldn't and I didn't have time for this because I had to return to work. I was highly stressed out at this point by the situation and the lack of customer service in this place. I texted my husband since he was dealing with the insurance company to tell him what was going on. Fast forward a few minutes... My husband then called me to figure out what was happening. As I was sitting in the driver seat of the vehicle speaking with my husband, I signed the contract on the IPad handed to me by Ren and gave him my credit card for the deposit. He ran my credit card then told me because I was 'being disrespectful' in my conversation with MY HUSBAND, he was voiding the contract. I told him my conversation with my husband was not his business and the conversation was not even about him as I was telling my husband what happened with the lady who called me and the unprofessionalism of Tj the manager so I was unsure why he would be upset? He stated that I was talking about what he does and he didn't like it then in a raised voice, told me to get out of the vehicle! Who does that?! Lol power trip much? I placed a call into the corporate customer service line and was told a regional manager would reach out to me as the rep I spoke with was also highly appalled with the way the employees of this store behaved. I have not heard from a regional manager at this point so maybe they're already aware of these employees' behavior and condone it? Not to mention the offensive smell inside! I called the corporate number again today and requested to speak with the regional managers boss and was told by the customer service rep that she sees my reservation in the system STILL LISTED AS WEDNESDAY JANUARY 14TH AT 10:30AM!!! Terrible, terrible people at this store! read more

Enterprise Rent-A-Car - Car Rental Near Me - Decatur, Illinois

Had very poor customer service. Through our insurance we were approved for a SUV at Enterprise. We were given a SUV that had a horrible stink of smoke. When rented my husband picked up the car. The car was so BAD that I got a headache and scratchy throat when I went for a short drive! I only opened the door of the car and it was so obvious that this car had not been cleaned. It just reeked of smoke! The next day he returned the car. The employee did a so called air freshener to rid the smoke! I was in it afterwards and there was still this horrible smell. I again got a headache. So we returned it again! This time I went with my husband where I voiced my concern. There I was told we clean our cars! You have got to be kidding; this car still smelled like smoke. I even spent $20 on air fresheners after their so called ridding of smoke so that we may get by. I could not stand this car and feel that they tried to pull one over on me. Your telling me that you clean the cars was an insult because there is no way that you cleaned this car! They had no SUVs so they downgraded us to a car. The car was ok; it had no smoke. I was still upset because they had the audacity to say they clean their cars which was definitely not the case for this car. The employee that did the air freshener did not speak up. She had to know how awful this car was! I have to say I can't stand the smell of smoke, but for a nonsmoker why should I have to put up with this! We returned the car; I don't feel that Enterprise should get any money from my insurance company after the kind of service given to us. I will never use Enterprise again and will tell everyone I know how BAD they treat customers. If you allow smoking in your cars advertise it so everyone knows! Don't treat your nonsmokers the way we were treated. No air freshener done in 15 minutes was going to fix this awful stinch! I will take my business elsewhere to rent a car places that have rules about smoking. If you don't like smoke, just beware of Enterprise because they don't rent clean cars! I had to place a 1 star rating being the lowest when it should be a big fat 0! read more

Waited over an hour an still waiting for a car. Verified my rental at 1pm and it's 6pm and I'm waiting still.

BEWARE! Even though you reserve a car this site might not have it available for you. We had to wait an hour for a car to come back and then wait for them to clean it. The attendants are helpful and nice. read more

Piss poor service! I made a reservation 1 week before I needed picked up from the body shop. Waited... Called 4X! Got cut off 3X!! Finally, a barely English speaking rep answered. No reservation!!!!! Made reservation at that time. Took them an hour to drive 15 minutes! Guess who was late for her job!!!!!!! read more

2 pm reservation and I'm waiting on the car to be cleaned. Not cool. They never have their ducks in a row. I rent frequently from them and every time I have to repeat my information. It would make things easier if they had all my information stored. But no. read more

My friend had to rent a van with Enterprise in Decatur through her insurance company recently, and it took her 3 tries to get the correct vehicle. I had to rent a vehicle with them through my insurance. Right after insurance set up the appointment, I called and told them that I needed a 7-seater whatever is fastest, but I absolutely needed a 7-seater because I have 4 kids and 3 carseats. I agreed on paying extra above the benefit my insurance company would pay, and I was told I had a 7-seater SUV appointment down, and that I could pick it up Thursday. Okay, a little bit later than I wanted, but everywhere is having a shortage of cars, so I understood. The next day (Wednesday), because of my friend's experience with them, in the afternoon about 24 hours out from when I was scheduled to pick up the car, I called them again to make sure that I had a 7-seat SUV down for pick up on Thursday. I was further told yes, and that I could pick it up at 7:30am. This morning, I made arrangement with my friend for her to pick up ALL OF US from our house that is half an hour away from her house, so that the kids could be dropped off at school and I could get to my rental. Everything was going wonderfully until when I got to Enterprise and was told that all they had was a 5-seater Nissan Rogue sitting outside for me. I was flabbergasted because I told them not once, but twice, and on separate days as a reminder, that I absolutely needed a 7-seater vehicle to legally carry all the kids. Yet somehow, according to the manager of the branch whose name is T. J. Hodges, that their system had me down for an intermediate vehicle (a 5-seater SUV or equivalent). Now if that's not the employee's fault, I don't know whose it is. He did offer to get me another 7-seater ordered, but who knows how long I had to wait for it. So basically, I just sat here for 2 days idly waiting for my non-existing 7-seat vehicle when I could have used those 2 days with other branches or companies, or even the same branch, to set up a 7-seater had Enterprise Decatur told me that they couldn't get me a 7-seater to start with. So of course, I had to tell the manager to please train his employees better to understand the customer's needs. I thought that was a very normal, if not conducive even, advice coming from a customer that has been illy served. Instead, I was told by the manager that I was attacking on him and his employees, and pretty much the entire branch, because I told him to train his employees better. As a result, he "didn't feel comfortable renting to me anymore", and that "please find another branch in Springfield, Bloomington, or Champaign" to rent. These places are at least 45 minutes away. So God forbit it was his employee's fault that the communication got lost somewhere that I absolutely needed a 7-seater despite the fact that I called twice emphasizing on it. And because I was suggesting a way to make it better on a business that supposedly was "voted best customer service" who also is housing an "MVP employee of the year", I was attacking the branch and was subsequently refused service only because the manager "didn't feel comfortable" hearing the fact. For the lack of better self-control, I shed some tears in the branch, but the manager said he was going to record our conversation in my reservation, but I could feel free to file a complaint against him with corporate. He even gave me his card. I'm not sure what gave him that kind of confidence that he won't get some kind of reprimand except for the corporate's constant tolerance of this kind of behavior either out of this branch, or in the corporate culture entirely. But as a customer, I was poorly served and was refused service solely based on the manager's biased judgement. I feel like it's unfair trade practice, and my customer's rights have been violated. On Google, there are several reviews like mine as well. Seriously, something needs to be done about this branch. read more

TJ was awesome. We had a car wreck while traveling and we were stranded. although they didn't have a car available he pulled strings to get us a truck to make it to Chicago and back to Louisiana for a good price. read more

Twice now I've reserved a car only to arrive to no car. Told me to call at three to see if a car was ready, and no answer. Tried to give me a mini van when I reserved a Suburban, but I had 7 people and our luggage to fit in it. I gave 1 star because I couldn't give a negative. read more

I have been renting cars for work travel since everything is opening back up and folks are returning to the offices. I have been very pleased with the customer service and availability of vehicles. TJ is doing an awesome job staffing the Decatur, IL location. Everyone is very friendly and helpful. I look forward to delivery services returning and I will continue using them for all my future needs. read more

Always friendly and willing to help. Office needs a cleaning person decatur location could use s bigger location. Might want to get someone in there that knows how to properly detail the cars being rented last three have been dirty had to use my own money to clean maybe it's just me but a guest first impression is the most valuable. Could use some improvement but overall great job. read more

My wife and I have used the Decatur, IL Enterprise on multiple occasions over the past two years. We have had a very positive experience each time. No complaints. read more

I rent quite often for business with Enterprise for work related trips. My company was overcharged by ten dollars so I called the local office & the person I was speaking with asked if he could call me right back after he helped a couple of people waiting in the office for service. That would be no problem except I never got a call back. The next day I called and asked to speak with the manager who I knew well by name but got the feedback that he had moved to a different branch. I was told I would get a call back from the new branch manager when he returned but again, never got a call back. read more