Unacceptable. Set up the rental car online with all information. Got a conformation code. Enterprise called to verify info and rental date. Said it was okay to use debit. Walked in on Wednesday morning to receive car and was told since my id is from out of state I would need a Major credit card. When I told them I do not carry a major credit card the just dismissed me with no regards to me. Only thing the could say is sorry it's company policy. Which is hard for me to believe since I have always rented for enterprise and never ran into this before. I will no longer rent from this company in the future. If you want a good place that can rent you a car without the BS enterprise gives you go to NEXTCAR. read more

Had to change out car due to mysterious seafood smell :( from BWI pick-up. These guys were awesome! Super busy - but ready to help and had great attitudes. Quick turn around! read more

This location by far offers one of the best rental experiences you can have! The staff are knowledgeable, efficient and exceptionally helpful when renting and dealing with insurance company limitations/compliance. Hats off to this location's Manager, Jalan Dudley, who went out of his way to make sure we had an excellent rental experience!! read more

Love Enterprise!!!!! They have the best customer service there is among car rental agencies! Great prices, too!

I had to have my only vehicle towed to the shop and I have been trying to rent a car for 3 days. Apparently Enterprise has ZERO cars available in Frederick. Ridiculous! read more

Horrible Customer Service & FRAUD - Managers come and go and the staff has no idea what they are doing. How can you work somewhere and when a customer asks for your corporate customer service phone number you say "I don't know". Trina was very rude, had the nerve to interrupt my conversation with their corporate office when I was on the phone outside their store and overheard my conversation. She then authorized my husbands card for one amount and closed it out to a larger amount. Luckily his credit card company caught it and is investigating them and refunding him! Do yourself a favor and go elsewhere for your rental needs. read more

Enterprise prides themselves on their customer service and I see why. They really do care about how their customers feel. We rented a car from them and are very happy with the level of customer service we received. read more

The car was fine. I'm not usually a fan of GM cars but this one was comfortable and ran well. It was a long drive from Maryland to Texas and back. Customer service is always excellent. One issue I had when attempting to extend my rental I called the national support line only to find out that I MUST call the local Enterprise off where I picked up my car to extend rental period. It took multiple calls over two days to finally get through. This needs to change. Only one number should be used for any changes to the rental period changes or other problems. read more

Beware of this location. I got a ride here to get a rental because my car had broken down and I had my two kids with me in the pouring rain. Lady on the phone at this location hung up on me when I called 15 minutes before closing. Second phone call she answers and I tell her about my predicament and she said, as long as I was there before 6 pm, their closing time, she would process me. When I got there at 5 minutes to 6 pm she was sitting behind her desk ignoring me with the doors locked. When I knocked she sent the security guard out to shoo us off the premises. Remind me to never rent from Enterprise again. read more

Jaylin and his team provided one of the best customer service experiences I have ever experienced. Jaylin in particular was friendly, fast, and accommodating. In addition, as I looked around during a very busy Monday morning, I noticed that he gave every single customer that walking in the door the same time friendliness and attention that he gave me. He was the yes man and went above and beyond for every single person. His energy was contageous not only to his team but also gave me an amazing start to what would have otherwise been a very chaotic Monday morning. Bottom line - Jaylin is a shining star and an asset to the enterprise company. I will definitely be a repeat customer and spread the word of Urbana pikes great customer service. read more

Absolutely feel taken advantage of. I would never again recommend this place to anyone. I am in the customer service retail industry myself and I would never treat people the way I was treated. read more

I just happened to get linked up to this location through my insurance company due to a car repair I needed. I am very thankful I wound up here because I think their staff did an amazing job helping me during a difficult week. Sarah was the representative I worked with the most. She made the process very easy for me from start to finish. She took my information, got me to the my car, and out the door quickly when I arrived. There was no confusion about the terms that were laid out via the insurance company. They understood that I had the rental until my own car was fixed. The whole process was very easy. I also really appreciated their pickup/dropoff service to the car repair shop. That also helped to make my life very easy during this process. In general, I feel like the staff that works at this location are very professional and committed to doing right by their customers. If I ever need a rental car again in the future, I will be sure to keep this particular location in mind. read more

I'm a long-standing customer of enterprise car rental. This time I was picked up from my home as scheduled, a complimentary service that is very convenient for me. The paperwork and getting to the car was smooth. The car was not quite clean, a bubble gum and other dirt were sticking to the base of the gear stick and the maintenance notification blinking on the dashboard. There was a dirty napkin (reddish, wondered what was it used for) was in the trunk. I don't care about all this but just writing to inform the service provider if care to read. Other customers may not like this kind of a nuisance. Nonetheless, I'll keep renting cars from Enterprise as long as they satisfy my need. read more

Do not rent from this place! Worst customer service I have seen from the branch manager. We received an email with a picture of a crease (dent) on rental car that we did not do. They charged our charge card $500 right away. We tried to call, but they would not answer the phone at the branch. They also told the insurance company that they don't read emails! A manager does not review email issues at their own branch. They sent us in circles looking for a dispute form from one department to the next, but the worst customer service was from the branch. Very sarcastic leadership there. They were rude and unethical. Do not trust this place and watch your wallet here. read more

I have to rent from Enterprise when I go on business trips because of the Business discount. If it weren't for that... I wouldn't rent from Enterprise. Every car I have rented has either been disgustingly dirty or smelled of smoke to the point of me leaving the windows down in attempts of "airing" out the smell. I have swapped cars just to try to get a clean car or one that doesn't smell like an ashtray but eventually I just have to settle on the one that is the least worst. I have yet to rent a car that has been vacuumed or even wiped down. I now carry a small hand sanitizer with me when I rent so I can clean my hands when I leave the vehicle.. that is how disgusting it is. Every time I bring the car back, an Enterprise employee will ask me "What can we do better?" and every single time I tell them, "Clean out your cars and maybe invest in a little febreeze to help with the smoke smells" and every time they say "Yea, sorry about that". It's like they ask but could care less about what they could actually do better. The only reason I didn't give 1 star is because I have not experienced any bad customer service at the (West Patrick) location. Good customer service... disgusting cars. read more

I only give this 1 star because I had to. On Monday, I rented a car to take my daughter back to school in Philadelphia. On the way out of Philly, I was rear ended at 3:00pm. Filed a police report. The other guy totally accepted responsibility. I stopped on the way home and called Allstate insurance (other driver's insurance) and they told me they would handle it. I also reported this to enterprise when it happened. They told me not to worry-- bring the police report and insurance info and they would handle it from there. On Tuesday at 7:45am, Cassie Smith from enterprise calls me and tells me I need to get this taken care of with Allstate by "this afternoon" or they would file against my insurance. After multiple calls and messages, I had not received any word from Allstate. At 10:15 Tuesday morning, she filed the accident with my insurance company (like it's going to be faster) even though it wasn't my fault. I hope I never have to rent from them again. Thinking of calling my lawyer. read more

I had a great experience at Enterprise. They picked me up and dropped me off at work which worked well for me. It was very busy and they seemed a little unorganized but I didn't have to wait that long. I reserved my car a few days before but when I talked to the counter person about my travel plans I was offered the option to upgrade my vehicle which was the best decision for me, more leg room and comfort doing my trip. I always rent from this location and Ill be back again soon. Thanks - A.Johnson read more

As always Enterprise is always exceptional at least Maryland locations as I've used many throughout the state. Nobody can touch their customer service, pick up and drop off. Sometimes I can shop around for better rates but even if they come out to a few dollars more, it's worth it for the convenience, quality, and care given...CONSISTENTLY! This location on Urbana Pike in Frederick does it well every time! read more

I've rented from the Frederick office 4 times in the last 6 months - each experience was professional and friendly.

I have always been more than satisfied with Enterprise's customer service. Staff is always attentive, polite and friendly. Their cars are well maintained and someone always takes the time to give you a short tutorial on the specifics of the car. read more

This is the WORST enterprise in the state of Maryland!! They messed up my reservation twice. When I was put into a car it was dirty and smelled of rotten coffee, as if someone spilled and it was never cleaned. When it came time to return the car they tried over charging me $170. A purse was left in the car and I called immediately and was told I could pick the purse up the following business day. They lost the purse and had no clue to where the car was. The representatives there are rude and absolutely unfriendly. I wouldn't send an enemy to that place. They are despicable!!!! read more

Miserable experience that will last OVER A MONTH. I rented a car to go to a funeral. Before we took the car we did a walk around- I pointed out some scratches next to the driver side front tire. I was told "those aren't significant." Upon returning the car a few days later they found a dent where the scratches were. It was small but just big enough to be outside their "evaluator." I had to look at a certain angle to see it because of the styling of the car. I am SURE it was missed on the initial look over and I kick myself for stupidly trusting the company and not taking video the whole way around the car. How else can you explain a dent showing up in the same place I pointed out scratches? I had to pay my $500 deductible in order to leave the building. I got phone numbers for their recovery unit and where the car will be fixed. I immediately called to contest it and they said the investigation will take 3 weeks. Meanwhile they have my $500 (on a dent that I'm sure took a guy 15 mins and he charged $75 to pop out), and they put all information on hold because I asked for an investigation. I called today to ask about the cost of the repairs and they said "well the car is fixed and on the road again but we can't tell you anything because you asked for an investigation." That's exactly why you SHOULD tell me! Plus you're holding my $500 deductible and I want my refund for at least the difference since there's no way that cost $500 to fix. In the meantime I had to also submit a claim with my credit card company rental insurance to cover myself because you know there's no way enterprise is going to find fault with themselves in conducting their own investigation. This is by far the worst customer service experience I've ever had. I've had one woman on the phone get real snippy before I even asked any questions because when she asked for a claim number I asked "which one?" I've got 2 from enterprise plus my insurance company claim number, all of which are on enterprise's paperwork they gave me. I suggest that a company that I've paid almost $1000 to for a weekend should at least treat people decently, considering they've got their money from me. Never again and I will post this everywhere I can. If you ever rent a car video the whole way around the car to protect yourself. Photos are not enough. read more

The transaction was seamless and quick. I was very impressed and will use them again.

I have rented over 40 cars over the years with Enterprise and the work experience was so pleasant I found myself just renting different cars (sometimes luxury) to the tune of it as to be over 10k in the last 10 years just to drive around and go on vacation. It was as much price as it was the service and ease of doing business. Like figuring out your rate and that being what you were billed. I did it so much I know the prepay option is the better option as it relates to gas prices. I am a plus member and my car broke down so I could not get to a computer, I just had the tow truck drop me off there, it was just before 2 pm on Saturday. They had an economical vehicle so I told them yes and that I was a plus member. The office manager (she stated) said it was late and they had several late arrivals and that I could call back and add the plus number later on. 1. That is not true after spending about 2 hours on the phone with the plus team and the office. I asked about the rate which was 230.00 which seemed high but hey I try never to ask negative questions in a business so it does not negatively affect other interested perspective clients. I came in to renew the rental because my car was not ready, I was told they could not add the plus points to the rental so I left went to a computer did an online rental using my membership number and the rate was 179.00. plus tax. This person was again very good and offset my weekly rental to not only address the correct rate but to offset the overcharge, 140.00 is what she charged to correct. Again very happy, now the new reservation has my plus account on it but for what ever reason it was never added. 2 little know fact you can't add points while you still have the vehicle. Ok my BMW is having serious computer transmission issues and the part is on back log so I need the rental for the next 3 weeks. I go in for the rewrite and am told I not only have to pay 230.00 but they used some of my deposit so she then returned 100.00 of the 200.00 hold, Retook 200.00 to hold again, not just another 100.00 to adjust, and again 230 .00 for the weekly rental. So They tied up almost 600.00 because the credit does not show up right away, So where I should have just paid 320.00 for both the above occurred. Again I started to question it but did not want to create a negative perception and to be honest I did not have all the details to be 100 sure of what I was thinking. 3. They do not give you the invoice anymore they email it. What happened to my deposit, she was charging me 28.00 dollars for the pre fuel option. Now I had been filling up the car for 4 weeks at 2.35 per gallon and it took about 20-24 dollars to fill up. So I was confused if the pre fuel price was 1.81 why it was so much. She told me I got the car on E and the tank was 12 gallons per the spec sheet and maybe the rate when I rented was higher, it was not higher in the end 1.81 was the rate and I certainly did not push the car to the gas station so it had some gas in it already. She told me as a courtesy she would knock it down to 15.00 for me for being a good customer. Lets say 10 gals @ 1.81 is 18 dollars and 10 cents, so she gave me 3.10 for catching what she was charging, sorry for customer appreciation. I did not want to cause a scene so when I asked for the bill she said she would email it to me. That was Sat. This is Monday I just called again to request the invoice. She told me if I had a document showing the other rate, which I used to do the rental the second week when the rate was adjusted she would try to see if accounting would change the rate. But I should only contact her directly which as a manager myself is very odd to say, especially when my question was why do you think she adjusted the rate to 140.00 for the second week, her reply was that was just to keep you in the rental, but why just that one week, I did not say this but haven't you been keeping me in the rental since, so why the 140 then and now 230. I have honestly spent several hours on a rental which should have gone smoothly as with any other enterprise office I engage. I have even reached out to regional managers to compliment the service I have been given. I did not write this because of one incident honestly this will be the 3 or 4th time I have had to comb through the bill for this Urbana site to get it correct. Great cars - competition can compete, price can be negotiated with competition, they even now will pick you up competition, customer service and ease of doing business is where Enterprise stood out from the competition, I hope the leadership understands that increasing revenue and walking back to the customer service level of your competition in the end will lose market share. Word of mouth is said the be the cheapest but also the most effective form of advertising, reading the yelp comments might warrant a review of the downward to the right momentum. I hope I can get the bill corrected quickly w/o several hours of conversations. read more

the only reason this location is getting 1star is because i had to click at least one in order to send a review. this location is lackadaisical at best meaning simply put: they just don't care about their customers. i was on the phone with this office last night trying to schedule an early morning pick up but the gentleman on the phone could have cared less rushing me off the phone barely getting my full adress and hanging up on me in the middle of me asking a question i scheduled a pick up for this morning arrival time 7:45 the gentelman reassured me someone would be here by 7:45 (i live a mere 12 min from the office) it is now 7:55 and i had to call the office at 7:42 to check on the driver at THAT time another gentelman informed me that they hadnt even sent anyone stating that they thought i scheduled it from the gaithersburg location which isnt even near me! after being put on hold and now 7:50 he got back on the phone saying someone would be there it is now 7:58 and no one! i informed the gentleman this morning that paperwork must be quick that i must be out the door of the enteprise office by 8:15 because i work at 8:30! had they actually picked me up at the original perscribed time that i booked i would have been ok however now i am late and they dont seem to care at all i feel completely bruahed off, the lack of empathy from the employees and the ignorance and incompetence of this location has left an experience not to be desired i shall update with the actual time they arrive and the time they have me out the door. i am ending this review at 8:05am and as of yet no driver no pick up again i remind you my pick up time was booked a day in advance for 7:45! i have received no apology nor have i received any compensation for my lost time and lost wages! the only saving grace is that i had to take it upon myself to call ahead and ask them to fill out the paperwork with my info so that when i arrived it would be ready for me to sign and go the gentleman (nick) that picked me up was understanding and did im fact apologize and made it a fast and smooth process once i arrived to their location. all said and done the paperwork was signed and i was in the car and ready to go at 8:25 (my original reservation was promised to be a 7:45 pick up) read more

I had the worst experience with this Enterprise. My car was in a five car accident that I wasn't at fault for, and my insurance company recommended this Enterprise. Due to it's close proximity to the auto body shop where my car was receiving repairs. My insurance company assured me that all my expenses would be covered 100%, and I wouldn't have to pay a cent through this Enterprise. Upon my arrival to the Enterprise I was told that I had to pay a refundable fee of $100 in order to receive my rental. The $100 was to be refunded to me once I returned the rental. When I questioned the representative for Enterprise as to why I was responsible for this fee. She assured me that it was policy, they just needed record of payment, and I would be refunded once I returned the vehicle. She then told me that the rental didn't have any insurance coverage unless I paid a damage waiver, and if I didn't pay the damage waiver I would have to pay $500 immediately to drive the rental off the lot. Once again she assured me that I would be refunded these fees once I returned the rental. I declined the $500 and agreed to the damage waiver at $18.99 a day. Only under the premise that I would be refunded this money when I returned the rental. I was given a dirty Nissan Altima with dog hairs in it, and squeaky brakes. I had the rental for seven days before an icon popped up on the dash. Stating maintenance issues to the tires, and another part of the vehicle. I ended up missing a day of work due to these maintenance issues. After I complained I brought the vehicle in and they gave me a decent and clean Dodge Charger. I only had the Charger for a day because my personal vehicle was ready for pick up the day after. When I returned the rental. They claimed I owed them $190.57 for the damage waiver. Which was none refundable. I expresssed my confusion and told Enterprise that wasn't what I was told by their representative. Who conventially wasn't there that day. I contacted my insurance company and explained the issue. They informed me that Enterprise lied to me. I already had insurance coverage through my insurance company for the rental. Enterprise failed to inform me about this. So I essentially got swindled into having two insurance coverages on my rental vehicle. So when I contacted Enterprise to be refunded. I spoke to a manager by the name of Chris Berg who claimed he would get back to me at the close of business. Which he didn't, because they already have my hard earned money. So clearly Enterprise has no intent on rectifying this issue. I have already informed my insurance company to no longer recommend anymore clients to this Enterprise. Due to the treatment I received, and I suggest any hard working and honest individual to think twice before doing business with this Enterprise. They don't care about the customer. All they care about is securing your money. BEWARE!!!!!!!!! read more

I've been renting from this Enterprise location for a couple of years now. On a scale of 1-10, I would give them a 10 for customer service. The customer service is very consistent regardless of staff on duty that day. On a scale of 1-10, I would give them a 7 on the cleanliness of the vehicle but my wife would probably give them a 5 or 4. Considering the amount of volume they push through, I think it's unreasonable to expect the vehicle to be super clean. So long as the car does not smell like smoke and has been reasonably vacuumed I'm ok with it. But if there's a substantial amount of hair on the head rest or lent throughout the seating area, that's not cool. This location really needs a larger site though, it's too small for the amount of volume they push through. Regardless, I'm extremely happy with this Enterprise location at Urbana Pike in Frederick, Maryland and I've rented from several along the east coast for over 10 years. read more

On December 13th 2016, I rented a 2017 Hyundai Elantra SE from the Enterprise car rental located on Urbana pike in Frederick Md. The rental was paid for by the same insurance company that covered the costs for repairs for my car at the body shop. While going over the details for my rental, the sales associate told me that I have the option to purchase the renter's insurance at $20.00 a day. I chose this option because I wanted to be safe in case of an accident. On Wednesday December 21 2016, Enterprise car rental called me to ask about the status of the vehicle repairs and I stated that I am waiting for the shop to call me back. The person on the phone then told me about the total charges for the renter's insurance was $210.00. At first I felt that it was my fault for being duped into this expense. I returned the rental on the same day and I received a call from the shop that my car will not be ready until Thursday December 22nd. As I explained my situation on why I returned my rental, the rep from the shop explained to me that my auto insurance could have covered for the rental vehicle in case of accident. This fact was also verified by my insurance agent of State Farm Auto Insurance. I was not aware the auto insurance for my car would have covered the rental car and this information was deliberately withheld by the sales associate of Enterprise rent a Car on Urbana Pike in Frederick Md. read more