I reserved a convertible from Enterprise for a very special occasion, only to be notified 45 minutes before my scheduled pickup that the vehicle was unavailable. This last minute notice left me with virtually no time to make alternative arrangements. The local branch offered a lesser vehicle but made no apparent effort to help locate a convertible at a nearby location. When I contacted Enterprise's corporate customer service line, I was told that a supervisor would call me back to address my concerns. That call hasn't came. As a long-time Enterprise and National customer, this experience was extremely disappointing. The issue wasn't simply that the vehicle wasn't available, it was the lack of communication, accountability, and customer care throughout the process. A reservation should mean something, especially when customers are relying on it for an important event. Based on this experience, I would strongly recommend that others consider alternative rental companies. Unfortunately, Enterprise failed to deliver both the vehicle I reserved and the level of customer service I expected from a company I've trusted for years. read more

Awful!! How do you book a rental over the phone. Answer all my questions as to availability, all of which were yes, available. Receive my confirmation email. Drive, after finding a ride, to pick up the vehicle. And I am told every Enterprise in Grand Rapids does not have availability. Nothing. Not any size of vehicle. WHY are you confirming reservations and having people waste their time and money to show up and be absolutely stranded. Then, after I get home, I try to see if any others are available. And your site STILL allows me to make the same reservation you had ZERO availability for???? Trash. Complete trash. If we dial a STORE number, we shouldn't be getting some operator in a different state who clearly had NO CLUE what was available. read more

Went to rent a car for a short trip. Didn't realize before I left but the car had stale smoke smell. Called and was immediately offered a replacement with no hassle. On the way back realized I wasn't going to make it back before they closed. Again I called and accommodated me with no hassle. I will use this location again. read more

I would like everyone to know that this location profiles BLACK PEOPLE and takes their deposits. When we initially came to rent the guy that came out said "he knows people like us and we can't smoke in the car" and that he would take our deposit. Which is something we know because we frequently rent a car to visit my dying grandmother in Chicago. Before taking the car back we cleaned it out because we have 2 children under 4 and makes a mess. When taking the car back the person comes out he opens the truck and looking around and checked every inch of the car as if he was looking for a reason to take our deposit. Then gets in the car turns the air on and says "it smells like you sprayed air freshener must've smoked in the car" I said no we cleaned it because we have children" he said "I told you not to smoke or I'll take the deposit and I'm taking it because I know y'all smoked in here" and left us speechless. It was to late to have another worker come check the car. Never felt so belittled in my life. He should be fired if he wants to profile black people. read more

Made a reservation online the night before my expected pickup. Got a phone call a half hour ahead of my scheduled pickup time that they didn't have a car for me. I asked if any other locations had any availability, responded with "I don't know, check 28th st or the airport location" called another location and the number sent me to a call center, they said the area manager would get a hold of me and let me know if there were any local locations with cars to rent. I never got that call. I understand things happen, but there was no attempt to even make it right. read more

Was told they don't do one ways after I made a reservation, I asked to change my reservation so I could return the car at the same location, they said my reservation was already cancelled and refused to help me further and told me to call an airport location. Rude on the phone and would not listen to what I was trying to tell them. read more

Rented a truck online & went to p/u at the airport only to find out they cannot rent to me because I didn't fly in. I was even told it's stated on their website, which it isn't. What's my option! They refused to help me, even though local offices supposedly could. That makes zero sense. But hey, I can wait an hour and drive to any other if the 10 locations. So I drive another 30 minutes in the direction I'd just come from to rent the truck I needed only to find out because I only use debit cards and not credit cards (thank you Dave Ramsey!!), they cannot and will not rent me a vehicle. They'd be happy to share their cargo agency information with me but have no idea what the availability is or if they'd rent to me. They "think" they would. Seriously?!?! Because I choose to be responsible with my finances I'm unable to rent a vehicle? That's insane! Why waste my time, gas & energy with the runaround? Nothing better than to waste 2 solid hours and 60+ miles of gas to have no one even try to help me. Guess they have more than enough rental business in the middle of the day here that they needn't worry about my business. I can say that from this point forward I will do all I can to give my business, and anyone else I'm responsible for or know of to ANY other car rental company than this whacked out place that wouldn't know customer service if it bit them!! read more

Generally do all right. However, I wish they provided their cars with a full tank of gas like they do at airports. Instead, you may have a car with no gas that you have to go full up immediately. Of course, you can then bring it back empty, but the system isn't that convenient if you want to get your car and get on the road. Personnel are nice here, for the most part. I have noticed an improvement over the past few months in how they take care if customers. Handy location if you are in NE Grand Rapids. read more

Be careful with this location. I originally had a reservation through insurance and the reservation got cut short because it was a total loss situation. I asked to extend and they were very accommodating. I ended up needing it for 30 days based on the car market these days. At the end I still needed it for one more week as I bought a new car out of state. I asked to exchange for a smaller vehicle and they said you can just keep that one and we will bill at the lower rate under a new contract. Quoted me $308 for the week. I was pleased. I just returned it and they told the total bill of $700. I thought it included the other part of 30 days not included in the original reservation. Imagine my surprise when I saw the paperwork and it showed I was billed $700 for 7 days. I was also never sent a receipt or any paperwork with the extended original reservation. I have contacted customer support and they are passing it along to the manager. I hope this is resolved. I would be skeptical about dealing with this office based on the lack of attention to detail and the bait and switch. I paid a good amount of money and it is frustrating to be in this position. Shout out to the car cleaner guy for getting me a ride back home. I was told originally I could not get one based on a 5 mile deal. I live 2.9 miles away and they were the ones that came and picked me up. Not sure what is happening there but hoping for an end to a confusing situation. Advice: Get everything in writing. I will update this review after I speak to a representative about the situation. read more

Most unhelpful people I have ever met. Amidst a world crisis, they were unable to let me rent a car to safely get back to my hometown because I did not own a credit card. They wouldn't even let me use my parents. VERY unhelpful and unwilling to help get me home. Don't ever book with them. EVER. read more

Friendly staff, great service, awesome deals, good discounts - skip the others and come over here. They will even pick u up. Great location.

I much rather rent near my house than drive to the airport. Believe it or not I have found this location to have better prices!!! Bonus!!! Also the staff is very helpful and efficient. I will use this location as long as I live in the neighborhood. Thanks for being so convenient!! read more

I used to use Enterprise all the time. Then they rented me a car with defective windshield wipers. I didn't know it until my trip was almost over. I had just crossed the state line and had less than 2 hours to go before I was home when it started to snow. That's when I learned the wipers didn't clear the snow, just smeared it around so I could barely see. I was forced to pull over at the next exit and get a hotel. When I reported this to Enterprise, their response was to give me a "free upgrade" from a standard to full-size car on my next trip. 1) They should have reimbursed me for the hotel room I only needed because of their defective wipers. 2) They charge the same price for standard and full-size anyway! That was several years ago. I decided to give them another chance when another car rental company screwed up my reservation. Everything was fine until I checked my email while on vacation and discovered they had charged my card $100.00 more than the quoted price. I quickly figured out that it was a temporary charge just in case I returned the car late or there was some other problem, but they really should mention that to people when they rent the car. Customers shouldn't have to figure things out for themselves - especially not while on vacation. When I returned, I mentioned it to the customer service rep (who happened to be the same guy who rented me the car). He apologized and asked how he could make it up. I said it was a minor communication glitch and I just wanted Enterprise to be aware of it for future reference. When I got home, I discovered the "temporary" overcharge of $100.00 had become a permanent one. I was issued a refund to my card within 24 hours, but I had JUST told the guy that Enterprise needed to be clearer regarding people's credit cards and how the charges and refunds would show up in their statements, and he did the EXACT SAME THING I had just complained about! The reason I'm giving 3 stars instead of 2 is because everyone is so nice. They just need to work on their communication skills. read more

Customer service is great. Car was fun to drive and perfect for what I needed. They didn't have a car at my original time but they called and asked if I could pick up a little later. Fine by me and the car was ready and there. Would definitely use again. read more