Had a wonderful expereince at this Enterprise location. I had to pick up a rental because my car was in the shop for some post accident repairs. The 3 people that work there were extremely cordial, friendly and attentive to not only me but to everyone that came in while I was there. Special shout-out to Drew who worked with me. Though they were low on car options at the time he got me into something (large pickup) that I could use temporarily until they had something smaller available. Once a small SUV was available, he made the process of switching painless. They even provided transportation to and from the repair shop where my car was being worked on. Overall outstanding customer service and I would highly recommend them! read more

Insurance is paying for a rental through this office, but I cannot reach them by phone to confirm my pickup time. I've been on hold for over 15 minutes and they have an epically annoying promotional message running continuously. Had to hang up to prevent my brain from exploding. I called corporate customer service, but was told that they could not handle an insurance reservation. They said that they would contact the branch for me, but I never heard back. I had to drive there to talk with them. read more

Surprised by the low ratings of this place. Recently needed a car rental after someone hit me. This Enterprise location will actually pick you up from Caliber Collision located nearby. Overall, it was a pretty easy process. The employee walked out with me to talk about the dents/wear and tears on the vehicle. There was a deposit needed, but it's refunded to you after the car is returned. There's plenty of parking out front. Overall, definitely worth going to if you need a car. read more

They don't return your email and have given me a crappy vehicle . Didn't really let me choose . Meh their customer service was not so good .

BAD VEHICLES AND ZERO CUSTOMER SERVICE! It was the worst car rental experience in my 50 years of driving. I was stuck with a lousy, damaged, and poorly functioning vehicle.... something one would expect from Rent-a-Wreck! Over 2 days, I called this location as well as multiple lications in Montgomery County to get a replacement... Most locations didn't answer the phone. Those who did were most uncopperative. Naturally frustrated, I took up the matter with my insurance, and they arranged for me to get a vehicle of my choice from the competition. After 2 days of this LEMON of a vehicle sitting idle in my driveway, I returned it. WILL NEVER RENT FROM ENTERPRISE ... EVER AGAIN, AND WON'T RECOMMEND TO OTHERS EITHER. Giving a ONE-STAR Rating on YELP and Google, ONLY because THERE IS NO ZERO-STAR OPTION read more

I love Enterprise. I have been renting from them in the Gaithersburg, MD area for years. I have gone to various locations- Airpark Rd, Frederick Rd in Germantown, and Shady Grove Rd. I have ALWAYS had staff that were incredibly friendly, professional and on point. They have always been phenomenal. Today I had the misfortune to meet the new branch manager at the Shady Grove location- A. Kwiatkowski. My husband had to rent a car through his insurance company. He was denied service because his driver's license had cracks. So I had to leave work and try and rent rent the car with my license. I apparently made the mistake of questioning Mr. Kwiatkowski's decision to deny my husband service. I was frustrated since we have never had a question about his license ever and we were in a bad situation. I expressed my frustration and said that having to leave work and deal with this was a pain in my a$$. I tossed down my license in frustration on the counter. Then I was told we couldn't use my husband's credit card to pay. I made the mistake of questioning that and was then denied service. Mr. K said I was swearing at him and he would not serve me. I assured him I did not call him names, swear at him as he alleged and did not attack him verbally. I did question him to get clarity about policies. He told me I was welcome to go to any other enterprise location to rent a car, but he personally would not serve us. We were stunned. As we were leaving we let him know we were going to contact the corporate office and share what a horrendous experience it was working with him and that we felt like his actions were racially motivated. When we called another location to get a car Mr. K had reported an incident in the computer system and requested a permanent ban on any future rentals. I can only assume that like us he was having a bad day. Looking back on the experience, the only thing i did was question and push for a straight answer and explanation. And caused extreme offense by using the word a$$. It's not like I was in church. I have had issues in the past where my husband who has a thick Spanish accent, does not always get the same treatment and common respect as I do as a white woman. What I did do was question Mr. K. which I believe every customer has the right to do before paying for a service. I can only apologize if I didn't use the right tone of voice, appeared to question Mr. K's authority and used an "abhorrent" profanity in his presence. My bad. Luckily, he didn't need smelling salts to be revived. So beware of this location and this particular branch manager. A can do positive customer service attitude is probably not what you will experience. He might benefit from a refresher on how to deal with clients in a engaging, cordial and polite manner, when he's frustrated (or god forbid a customer is, which everyone in customer service knows NEVER happens). I would strongly advise the corporate office to monitor customer feedback at this location to see if other women or non-native English speakers have had the similar experiences. I sincerely hope our experience was an anomaly, but based on Mr. Kwiatkowski's demeanor I think it's probably the norm. I know I can do better and will. Can Mr. K? Doubtful, but I'll never know because we've been banned. read more

Dishonest, Rude and irresponsible staff. One told me to comr Friday for car, and another told me... There is no car til Tuesday.

I had a great experience with Enterprise car rental. I needed to put my car in the shop for repairs. I have a car warranty, so it covered the cost. I was expecting there might be issues with the warranty company (Car Max) and Enterprise. But everything went smoothly. So I am grateful everything went well and will use them again. read more

Horrible management. In a rental due to another driver totaling my car. the insurance company didnt extend the rental and my check had not come in. I was busy at work all day. I rush out my home at 5:15pm for an appointment- and the car is gone. I check my messages and see they called at 9am to tell me if they didn't get payment or an extension from USAA by COB, they are coming to the apt. There wasn't even a knock on my door-and my personal items were inside. The whole time I was working with the car sales dept to buy a car. They will not ever get my business. read more

I have never had a rental place ask for references in order to rent a car. Yes, they can refuse a debit card or charge a higher deposit, but these people wanted me to provide names and phone numbers of coworkers to verify my identity despite having a license with a current address in the state I was renting, insurance, proof of employment and a work ID on hand. I told him I had no ability to provide that to him being a single person newer to the area and had I known ahead of time I would have just brought my credit card. I just wanted to pay cash for the whole trip. I called before coming to verify my appointment and payment method and none of that was provided to me over the phone as a requirement. And, their corporate office had no written information that stated this is their policy. Seemed really shady since I never have had to do that at other rental car offices. I was definitely upset because I'm renting the car to go see my aunt who is soon to be transitioning due to her battle with breast cancer. I think what made me even more upset was the fact that one of the employees began to laugh as I became upset. I'm telling you I'm trying to go see a dying family member and your response is to laugh. Thankfully I was able to use another office that didn't make me give references to prove my identity with a state issued ID. Just not good business practice to assume your consumer is a flight risk when they are giving you legitimate verification. At a minimum, I would have brought a credit card with me instead had I know this was policy upfront. read more

Arrived Saturday at 9:00 to return a rental. Their hours of operation on Saturdays are 9-12. It was 9:30 before anyone unlocked the door. Someone wearing an Enterprise shirt arrived @9:20, noticed 5 of us waiting outside, but didn't acknowledge us and said nothing, then hopped back into her car and drove away. When we were finally let into the business, I saw that she was in the back. The young lady who finally opened the door was pleasant enough, but there was an issue about filling the gas tank that she said she would take care of. However, when I saw my bill online it was apparent that she hadn't done anything at all, and consequently I was charged more than she had promised. Really bad customer service from start to finish. read more

I had had a car accident last week, which resulted in a "total loss" of my new 2017 Escape which I had only purchased in January. The whole ordeal was horrible, but Enterprise took care of me from start to finish. Anwar is a wonderful Assistant Manager and goes above and beyond. He had me picked up at my house and put me in a 2018 Dodge Grand Caravan until a Toyota Rav4 became available. My only recommendation is that Enterprise should charge the same deposit for debit cards as credit cards. I had the money to cover the 200 dollar deposit, but this may have been hard for me had I been poorer. That's the only reason for less stars. read more

Trina Nusraty is amazing! She was swamped with people, being rude yelling at her and she remained calm and sweet! She is all by herself at the location working so hard. Her kindness and patience with her lobby being full is incredible will come back to this location just for her! read more

Enterprise Rent-A-Car - Car Rental Near Me - Gaithersburg, Maryland

This branch is falsely accusing my wife and I of causing a dent and scratches on the hood of the rented car from them! I will definitely inform our insurance to contest this false claim. The manager, Libni, is a great guy and very accommodating, and so are the rest of his staff, but I went back at the other reviews here in Yelp and found a similar claim last year, so there you go, history repeating itself. It could either be negligence or simply incompetence on them. Bottom line is, it's bad business practice. Totally not recommending this place and we will definitely be informing our friends and acquaintances in the area of this horrible experience with this Enterprise branch. read more

I contacted Enterprise and they did nothing to resolve the situation and held firm falsely accusing me of scratching the roof of their rental car. I paid the $500 fee BUT also notified everyone within my network (including those at work) and will never rent from Enterprise again. I use Avis substantially (I travel 75% of the time) and have never had any issues at all. By my calculations, Enterprise has lost over $100k over the past couple of years since my friends and family found out what happened (and I hope I'm right) - You're Welcome! ;-) Way to run a good solid business by thinking long-term :-) read more

As others have said, these clowns demand two references (to call on the spot) in order to use your credit/debit card. They claim because they have a high vehicle theft problem. Never mind they have your drivers license in hand. Yet, no reference checks are needed for a credit card, as if somehow a credit card magically stops a car thief. An incredible STUPID policy. I was referred to this office by Geico. I advised Geico of this, and was transferred to a Geico manager, who took down the info, and told me they will no longer send anyone to this location, as they will not accept their customers being subjected to abusive policies. read more

Horrified by this shady business. I have rented many cars in my life, and this was the worst experience. We had to get our own car repaired after my wife was rear-ended by a teenage driver. The teen driver's insurer accepted responsibility and directed us to a local repair shop and to this Enterprise location. We had no incidents with the rental car. When we received the call that our car was repaired, we were told to simply return the rental to the repair shop. I was a little skeptical about doing this, since it meant that we had no Enterprise employee on site to sign off on custody of the vehicle and to confirm that there was no damage. I wish I had taken pictures and video recordings of the car, but we had no reason to expect a problem since there had been no damage during our possession. Two days after dropping off the rental car at the repair shop and retrieving our own car, my wife gets a voicemail message from Enterprise employee Segun at this location, claiming there was a dent in the "rocker panel." I leave a message that day telling them to call me, I am a lawyer, the car was returned with no incident, and we will not tolerate these hijinks. The following week, Segun calls back my wife, not me, with a message asking for her insurance policy number and stating it will all be fine once they submit the claim. I eventually track down Segun on the phone. I tell him there was no damage to the car, and if any was done, it was done when the car was in the custody of the repair shop and/or Enterprise employees. I ask Segun to email me pictures of the alleged dent and any summary of damages. He never does. These crooks then submitted a claim to our insurance. So now we have to battle this ordeal. I have done a lot of business with Enterprise, but this stunt is the last straw. Do not do business with Enterprise -- particularly this location. If you ever get a car from Enterprise, take pictures of the car when you rent it and drop it off, and don't ever drop the car off without confirmation from Enterprise that there are no damages when you have delivered it to them. This is a dirty business. If they do something like this to you, call the cops, and consider a class action suit. They need to be taught a lesson so that they do not try to defraud other consumers. read more

Charges taken without permission or disclosure. They are not honest up front about billing or "optional charges" because they don't even tell you there are options and then bill you for them stating that you didn't decline them. I feel cheated. Read the recept closely and don't let them scroll through the contract quickly which is what happened to me. The conversation was literally, "here is the deposit charge" *scroll* "here is where you opted to pay for gas"*scroll* "please sign here".. and me replying with "ok, so the only thing I'm paying for is the deposit and gas because the insurance is paying the rest?" "Yes that is the only charge." "Ok." Again, should have read it closer, but i wasn't even verbally presented with the optional products and had clarified with the guy that this was the only thing they were charging me. I called in and they refunded me. So the bonus star is for the management, the 2 is for the stress. read more

so, they contacted me with a message below my previous review. I contacted them by email, and they promised to have someone contact me about the issue. I think it's been over a week now maybe more and still no response. Offal company, terrible customer service. read more

Having rented from Enterprise for many years, I'm a big fan of their convenient locations and service, and their people are well trained and always polite, and their prices are usually reasonable. On the downside, they are always pushing the very expensive extra insurance products which pay large commissions to Enterprise and the employee who sells them. For most people, this extra insurance is unnecessary, as the credit card provides secondary insurance to the renter's personal car insurance. If you have coverage on your own car, your only liability is your deductible. If you do not own a car, the credit card insurance covers you completely. You are only at risk if you are a cash customer, or if you use a debit card. read more

Be careful about the charges and drop box facility. They charge extra days if they are not working and if you drop the keys in drop box. They did it to me twice. I excused them/this franchise many times, but they are keep on repeating it. They charged $800 extra to my roommate because of their errors or other reasons. He literally fight with them one month to get back that money. I definitely love the Enterprise but definitely not this franchise. Look for other Nearby Franchises or any other service. read more

Enterprise car rental at 16127 Shady Grove Rd, Gaithersburg, MD offers exquisite customer service, & an unmatched rapport of kindness & consideration. Go down and see the staff there. They welcome you at the door. You will experience customer service that will set the bar for every company you choose to do business with! =) Tell Brandon that you saw this review on Yelp. He will be happy to serve. read more

I wanted to take a moment to write a review for the first time about a company that my entire family has used and recommended to others for generations. I had the most embarrassing and uncomfortable situation occur on Friday June 24th when I was preparing to be picked up from the Shady Grove Metro to retrieve my rental reservation due to an unfortunate car accident that occurred last week. I was granted the opportunity to leave work early to pick up my replacement car. I contacted the rental office located at the corner of Shady Grove Road and 355. I let them know that I would be arriving at the Shady Grove metro station around 4:15pm and asked if someone could pick me up from the metro station. Since there are 2 sides, I explicitly stated that I would be at the Kiss N Ride on the 355 side of the metro and they could pick me up by driving thru the lane alongside where the taxis are waiting. When I arrived at the metro station, I was sure to document my calls/communication and immediately contacted the location and spoke with Brandon (that's the name I was given) and he said he or someone else would pick me up within 10 minutes. The metro station is approximately 3 blocks away from this Enterprise rental car location. I patiently waited at the Kiss and ride shelter for approximately 20 minutes before I called back to inquire where my ride was. They said they were busy and would send someone right away. I explained that I was sitting outside in over 80 degree heat and it would have been nice if someone could have contacted me to say they were running behind. Nonetheless, I continued to wait and finally was contacted by a young lady that explained she was the pick-up driver, about 15 minutes later. Unfortunately, she was on the opposite side of the metro station. I asked if the manager that asked her to pick me up told her I was on the 355 side of the metro station and she explained that no, he did not mention which side I was on. I saw that it was almost 5:30 by this time and I explained that I could just walk over to the other side or she could drive to the front. She explained that she would drive to the side where I was since my side is closer to the enterprise location. Before she hung up, I again explained where I was and that she could pick me up in front of the metro kiss and ride drop off. She said she would be on her way and then nothing happened. I tried calling her phone and the rental car place but they did not answer. I just decided to jump in a cab and go the rental office to catch them before they closed. I arrived at 5:52pm and rushed into the office and asked to speak to the manager. A gentleman came out and asked who I was and I gave him my name. He said "I just sent my driver out to pick you up". I responded by saying "the idiot you sent did not pick me up and was nowhere to be found, I just want to pick up my reservation and be on my way". He then said, "I don't want you calling my employees an idiot. I won't be able to help you". So I responded and said, "You and your incompetent employee wasted over 45 minutes of my day because her incompetent boss gave her inaccurate directions and left me in the glaring sun when I could have paid the $6 to come here in the first place. Like I said, I just want to pick up my car and leave". He responded and said "I do not feel comfortable helping you". There was another gentleman in the office, so I said, "If you do not feel comfortable doing your job, then send someone else up here to help me instead". He refused and asked both employees to remain in the back said "I'm going to have to call the police". I was in total shock! Clearly, I was upset and frustrated after a very unprofessional interaction with the branch manager and waiting considerably longer than I originally planned for. More so, I felt victimized once again. I was involved in a car accident and was already dealing with a driver that didn't have insurance. Now, I'm being forced to deal with an insensitive, mannerlessly, and incompetent customer service "professional" that seemed to lack any training in dealing with the general public. I will never rent from this location. I have never had the police called on me, nor do I have criminal record or any blemishes on my record. I am a federal government employee and pillar of the community; he could have ruined my pristine record because he was having a bad day or he was ready to leave for the day. To hear my name and description being communicated to officers and my demeanor described as HOSTILE?! Was embarrassing and in no way describes my manners, values and upbringing. I am so glad there was a video camera in the waiting area so I could recount this story and tell my side of the events as they unfolded. As I stated, my family has always only used Enterprise and my insurance uses Enterprise by default. Once my accident claim is resolved, I will NEVER rent from Enterprise again. read more

Excellent customer service. Trina was really helpful and made my experience at this location even better. The staff is friendly and will have a car ready for you to go. Highly recommend! Happy customer read more

Very rude! would not recommend to rent a car from that place at all ever! I have rented from enterprise forever! This has never happened to me ever! Would not email me the bill even the contract was emailed to me! From the start I had to wait forever to be picked up. Had to call and was passed back and forth. read more

This location was VERY convenient to the body shop I dropped my car off at. They picked me up promptly. After looking over the vehicle I was to get, the car had a strong smoke odor. The young lady that was working on 7/24 immediately recommended to the sales agent that I get other car. Everything was very fast and proficient. Upon my return, I found the same young lady working by HERSELF!! She was able to give quotes, handle the return vehicles, and did not lose her cool. COOPERATE...listen up....you better get more agents in there. She is able to handle it but it is NOT safe for a young lady to work by herself. There was a driver taking people back after drop off but that was it. That place was plenty busy for a 2 man staff. read more

Do not go to this Enterprise. I was there renting a car over the Memorial Day weekend and the company was late picking me up for my rental. The vehicle was dirty upon receiving the truck. There was also other peoples property inside of the truck. Upon returning the vehicle I was told that there was a dent on the vehicle on the roof. Prior to me getting the vehicle the attendant did not check the roof of the vehicle. Nor was the vehicle cleaned to do a proper inspection. I was then blamed and charged for this accident to the vehicle. This did not only happen to me which I found out after I had returned the vehicle but to someone else I know. If you do rent from here please be attentive and do not pass up any scratch or dent no matter the size. read more

Love these guys and gals on Shady Grove Road - awesome service!

This branch has the best rate for the weekend. The staff was attentive. I returned the car after hours and a staff member called me the following day to inform me that everything was okay. That is indeed customer service! read more

We usually rent from at the airport or at an easily accessible off-site location. Given the ease of public transportation in the DC metro area, we opted for an agency near Shady Grove Metro, our hotel and granted, more than a little faith. On the day of travel, we were contacted directly by the agency confirming our reservation; were picked up within a reasonably period and experienced quick check in. Return was as smooth. Dealt with three different staff members; manager, agent and driver. All, professional and courteous. read more

They are really nice, I got a ride to work at dropping no charge for one hour over time! The car was good for local commute(VW Passat),good consumption, perfect look and comfortable. read more

Is it possibly to give zero stars? I have never had a problem with enterprise until now. I'm from Kansas and made plenty of phone calls with this company in order to book a car reservation. We specified to them that I am 21 years old. So enterprise starts off by telling me that it's going to be about 44 dollars a day and tells me to be the secondary driver so I can avoid age fees. I'm only going to be here for 3 days. So my total is roughly $135 for 3 days. When arriving, I've never seen a company try to up squeeze every little penny they can without telling me over the phone what the actual price is before booking it. They told me on top of the $135 I have to pay an extra $15 dollars a days for being underage as a secondary driver. Then I have to pay another $15 dollars on top of that for being a secondary driver. Then they say I have to have a mandatory insurance. So they somehow quoted me $394 for three days. I've traveled a lot and that's just beyond ridiculous. I'm more livid on the fact that they weren't honest upfront and didn't tell me about all the mandatory fees that would be added, they chose to have me book it then add fees when I'm there. I feel extremely cheated. Now I'm in Virginia with absolutely no car. That ruined my entire vacation. If they would have been upfront, at least I'd have a chance to look around for the best deal. They practically trap you in just to screw you over. Tell your friends and family to stay away from Enterprise. read more

We had similar experience with Alex and Jonathan! We have rented from several enterprise locations too. This has got to be the worst of them all. The employees are understaffed, under paid, unprofessional, most hate their jobs, and they want to quit. If, you go here make sure you check the entire car top to bottom, front to back (cause the employees sure won't). Actually my wife rented a Toyota Camry from this location suggested by Geico a few weeks ago and drove very carefully only for a few days. We were sure nothing had happened to that car during that period. Unfortunately when she returned the car, they said there was damage on the right side of the real bump (top the right rear tire). It was not definitely noticeable even they tried to show us where the damage was. We do not think anybody else could notice even you check it very carefully at the beginning. However, they insisted. I guessed the reason for the charge was simple because we did not buy their issuance instead of using our own issuance from Geico. They wanted more money from customer. We had to ask Geico to deal with it (possibly to check the previous record), we did not know what the agreement they reached. We have to pay $250 for the deductible (total cost was around $380). We felt like being betrayed. They appeared lie to us. We will certainly never rent from here again. We will also tell everyone about our experience and deny them hundreds of dollars' worth of business. Thanks for nothing! read more