Dear Enterprise Customer Service & EXTON Team, I am writing to formally complain about my recent rental experience, which involved an unaddressed vehicle issue and an unjustified late fee. Vehicle Condition at Pickup I rented a vehicle through Priceline (with damage insurance also purchased through Priceline) and picked it up at your Enterprise location last Friday. At the time of pickup, I was informed that smoking was not permitted in the vehicle; however, the car had a strong smoke smell. I requested a vehicle change at that time, but was told this was not possible because the reservation had been booked through Priceline. If Enterprise does not permit vehicle changes for Priceline reservations, I do not believe Enterprise should accept such bookings in the first place. Since I urgently needed the car and had no alternative rental option available, I felt this policy was used to my disadvantage, and I was given a vehicle in poor condition -- the worst I have ever driven. Discomfort During Travel The smoke smell caused significant discomfort for my family during our trip. On Saturday, July 25th, I contacted Enterprise customer support to report the issue. I was told that the local rental office would call me back to address it. I never received that callback. Late Return Due to Weather Delay My scheduled return time was 5:00 PM on July 28th. Due to severe weather conditions in Philadelphia (heavy rain and flight delays), I was unable to return the vehicle on time. I returned the car at 8:45 PM and placed the keys in the drop box as instructed. Unjustified Late Fee Subsequently, I received a call from an Enterprise representative (Eric), who stated that I was charged a late fee for returning the car two hours past the scheduled time. When I explained that I had already contacted customer support about the smoke smell issue and was awaiting a callback, I was told there was no record or note of my call in the system. Summary of Concerns The vehicle had a smoke odor despite a no-smoking policy, and my request to change vehicles was denied due to the Priceline booking. My reported issue was never followed up on, despite being assured of a callback. I was charged a late fee despite the delay being caused by weather conditions beyond my control, and despite having attempted to resolve the underlying vehicle issue in advance. I would appreciate a review of this situation and a waiver of the late return charge, given the circumstances. I would also like to understand what steps Enterprise is taking to ensure vehicle quality checks and customer follow-up are properly handled for future rentals. Please let me know how this matter can be resolved. Thank you for your attention to this matter. I rented car from the same location 2 weeks ago for one weeks time with the same kind of booking they provided good car. With that same assumption i booked the car and they ...... read more

What a joke , my husband driving around in a car with front end issues and no one has called with a replacement!! Poor customer service!!! Also my husband was told when a replacement is found he would get a call. No one has ever called and updated him in five days. read more

They do not check cars to make sure they're drivable, tell you they will replace the car and they don't. Only reason I have to rent is a person backed into my door and his insurance uses enterprise. Terrible customer service and even horrible cars. read more

Great place to rent a car. I had damage to my car and to toke it to 3D to get it repaired. Enterprise picked me up.Very nice girl toke me to get the rent a car.Great experience. read more

Had a great experience and was helped by the manager, Nick. Everyone was very kind and efficient

Losers! It's like a Seinfeld episode. I have a reservation, but there are no cars. You see, this is the whole concept behind the reservation. "We're sorry", just doesn't cut it! A**holes! read more

We have rented from Enterprise and we have always been happy. They go out of their way to make sure we are happy. I rented from a different company when we went to Seattle, WA. They ripped us off for over $400. I will never rent from any one but Enterprise. Thank you for your service and help during any time we have had to rent. read more

Always a great experience at the Exton Enterprise. I rent cars a lot for my new job and I have had a great experience every time. I even pass multiple car rental places (including 2 other Enterprises) that are closer to my home and I will still go to Exton!! They are extremely friendly and are always as accommodating as possible. Look no farther. read more

I usually rent from an Enterprise closer to my house but twice recently I needed to rent over the weekend and rented from Enterprise in Exton. They could not have been nicer, more helpful or more focused on me as their customer. For one of the rentals, I really wanted a specific car and, even as busy as they were, they went out of their way to get that car for me, including calling two other locations. They are a class act! read more

My daughter rented a car. It was filthy with dog hair. Got another and it reeked of smoke. Customer service is unresponsive. Our family will never, ever use Enterprise. read more

These guys offer exceptional service. My wife and I have rented several vehicles from here and they're always awesome. I'm here today on Sunday; we just had a big snow storm Friday. They have about a dozen customers here now renting vehicles because of accidents and they are handling everyone in a timely manor and pleasantly. Great crew here, keep up the great work! read more

I'll make this as short as possible. My Car was being serviced Needed a car for errands Went to Enterprise Asked for the least expensive and explained need Quoted $79 by "slick talking" sales clerk Said NOPE too high Proceeded to call Avis "Slick talking" sales clerk sensed my resistance and said she can "do" it for $42 I DECLINED- because if I asked for the most affordable why then did u offer me a $79 car??? Upon principle I called the shuttle to pick me up and drop me at Avis... Everything worked out well after. read more

Whenever I rent a vehicle, I rent from the Enterprise on Lincoln Highway in Exton. I probably rent about 5 to 10 times per year. The staff is always friendly and accommodating. We have NEVER had a bad experience. Keep up the good work. read more

I rented a car for a weekend trip at this location. They were fast and provided good customer service. The car class I wanted was available and the guy that helped me wasn't pushy with the extra coverage like other locations that I been too. I would come back here to rent a car again when needed. read more

The Enterprise team at Exton are truly exceptional. Their focus on client needs and customer service is second to none. Marty is a wonderful manager and his associates are always available to answer your questions. The cars are spotless and always run well. Thank you Enterprise for going the extra mile every time. I am a customer for life due to your outstanding delivery of services. Well done! read more

Terrible experience. It took me 2 hours to get into a car. I spoke to two or three people over three phone calls and got no customer service but a variety of excuses. Baqsically telling me "that's not our problem". I finally took matters into my own hand and worked out the solution. Paoli location was wonderful. Recommend you use Paoli location. read more

Great customer service! Very friendly and even offered me a water. The car itself was in great condition and no issues with the reservation. They even called a few days later to check in on the rental experience. read more

Nice and friendly staff. They have nice collection of the car and customers have option to choice which car they want. Completely satisfied with the service. read more

Enterprise is fabulous and are accommodating on demand. Their staff is friendly and willing to make the car rental experience smooth.

Marty is an exceptional company rep. I felt like he was all ready for me when I walked in after dropping off my damaged car after an accident. He was friendly, knowledgeable, and efficient! Such a wonderful surprise in this day and age! Fantastic. read more

I always have great service here. They always have a car ready for me and even offer to pick me up if needed. I get free upgrades and they always make sure I am comfortable in the car they put me in. This time I drove a small car brand new, nice change of pace. Thanks for the continued great service! read more

My company car insurance set up a rental for me while my company car was being repaired. I was informed upon picking up the rental car that the car insurance was covered by the car insurance company. When I returned the car three weeks later, they stuck me with a 448$ car insurance bill, said I had specifically asked for car insurance (I only wanted it if it was covered by the company insurance and they knew that) They then told me to submit the receipt to my company insurance. To be fair, they did lower the fee from 500$. Still, I didn't need to pay for the car insurance if it wasn't provided by my insurance, because I have rental car insurance for free through my credit card company! I was informed needed to speak with the manager if I wanted the charge eliminated from my credit card. And when I tried to call back the manager, I was informed that he had received a promotion and was no longer working at the store. Guess I can see why. So if you rent a car from these guys, DON'T take out the rental car insurance. Your credit card probably provides it for free anyway. read more

I needed a rental car after my plans while in West Chester. I worked with Andrew Scott and he got me into a Jeep Compass and on my way. It could not have been an easier process and I would recommend anyone to give Enterprise their business. read more

Worst customer service ever! Simple drop off that insurance is paying for and 30 minutes and still here. Should have waited until 7 and did night drop off. Ask why it taking so long to hand in key and we get my computer is down I see 8 more read more

Great experience renting with Enterprise for the first time. Exceptional service, low rate and a fantastic car. I joined Enterprise Plus and will definitely look here for my next rental. read more

The first rental car reeked of cigarette smoke and deodorizer. I had to return it the next day which ate up a big part of my day. I returned car before 9 am and was billed an extra day read more

Terrible cudtomer service. Stay away. On hold for 20 minutes. Tried calling in several times then got excuses for crappy customer service. How this business survives is amazing. read more

The representatives are nice enough, however...... They were suppose to meet me at the car repair shop immediately and still waited over 45 minutes, which I was trying to avoid as I needed to get back to work for a meeting which I never made. Second they did not mention that insurance was totally optional ($25.00 a day for the lower rate) and my car insurance would cover it. Therefore, when I found this out I called immediately and they said I had to come in to change the contract (which was never emailed to me). Third, they said all I would need to do is leave my car at the repair shop when I was finished with it and they would come and get it for my convenience, well that tune went away saying "most clients come here so we can check out the car together and we'll place you on a shuttle to get your car". Needless to say, I'm leaving my car at the repair shop and NOTHING is wrong with it. My bill is going to be around 150.00, pretty expensive for someone that hit my car and their insurance is suppose to pay for everything. read more