On October 4, 2025, until today, December 4, 2025, I rented a car from Enterprise Rent-A-Car. Youssouf (Black male) was my initial salesperson and the person I worked with throughout my experience; his customer service was impeccable. On one occasion, I had a transaction with Micheal (Black male). Initially, I was given a Jeep Compass to drive, but it was noted that the car had a crack in the windshield. I rented the car for a few weeks. Over time, the crack spread and had to be replaced. On December 2, I returned the Jeep Compass, and Youssouf stated that he would put in a repair order and call me once it had been repaired so that I could retrieve the car. Meanwhile, I was given a Toyota RAV4. It also had a crack in the windshield and drove with a misalignment. I did not feel safe in the car. This is the email that I sent to Youssouf following my in-person discussion with him on December 2, 2025: Dear Youssouf, Please acknowledge receipt of this email. Thank you. I am writing to follow up on our in-person conversation earlier this evening (12.2.25) regarding the Jeep Compass that I returned (12.2.25). You mentioned that a windshield repair order would be placed immediately and that I would be notified once the repair is complete so I can pick up the vehicle. I kindly ask that you honor this commitment, as I was very satisfied with the Jeep. As a long-term customer, it is important to me to have a vehicle that meets my needs, and the Compass drove well and was reliable for my daily use. In the meantime, I accepted the Toyota RAV4 since it was the only vehicle available. However, I would like to note several concerns: The windshield on the RAV4 is also cracked, similar to the Compass, which raises concerns about the crack spreading further (photo attached). The vehicle does not drive as smoothly or feel as stable as the Compass. When I received the RAV4, the gas tank was only one-quarter full (photo attached). I wanted to bring these issues to your attention so they are properly documented and acknowledged when I return the vehicle. Thank you for your attention to this matter, and I look forward to your update regarding the Jeep Compass. Sincerely, Audrey A. On December 4, 2025, Youssouf honored his word and called to inform me that I could pick up the Jeep Compass today. He stated that it was ready and that I should speak to Micheal since he would be leaving at noon. I arrived at the office at approximately 1 PM EST. Angel (White female) asked me if I was there for the Jeep Compass; I said, "Yes, I need to speak with Micheal." She insisted on helping me, stating that it wouldn't take long and that she was aware of the pickup. Micheal (Black male) walked past me and stated that the car was being washed and cleaned and would be ready shortly. Meanwhile, as I was waiting, Angel went into the system and changed the rental rates on the car, which should NOT have been changed because my current contract was still active. She made an error. I happened to check my email and saw that she had sent me an updated contract with the rates changed. I told her that my contract should NOT have been changed and that I was only there to pick up the car. A pickup that should have only taken a few minutes turned into complete chaos because Angel changed the contractual agreement (intentionally or unintentionally). At this point, Luke (White male) interjected. He approached the matter as if he were "Superman rescuing the damsel in distress," although she had made the error. He told me that I would have to keep the contract that was sent to me, at the rate of $65 instead of my current rate of $49, and that he would change the rate in the system. I told him that I did not want to keep a legal contract at a rate of $65 because I would be held to this agreement. It is a legal contract. His second offer was to close out my active contract and rewrite the contract, charging me an additional $300 deposit, while I waited days for the current hold of $300 to be released. I disagreed with the inconvenience because I did not have an extra $300 to place on hold. At this point, he said that he was refusing to rent me a car. I asked to speak with his manager, but he refused to give me a point of contact. I called their customer service, and no one helped. He also accused me of having a "tone" because I said, "She made the error," referring to Angel. Along with this public post and others, I have forwarded this complaint to Enterprise Rent A Car corporate office. read more

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Please update your website, and inform your employees, to disclose the additional $300.00 deposit WHEN information is being collected, at the counter, from the client. Don't wait until we're in the car, and say, "by the way..." You had no internet access in your building, so I could not access my Allstate deductible amount. I had the identification card in my Wallet. I even agreed to pay an additional $124 for your extra insurance, because your internet didn't work. We get out to the rental car, and cannot connect to my Bluetooth because there's no internet. I'm told to drive to Sheetz, maybe I can access the internet there. Then he informs me of the additional $300 deposit. So what started as a $362 quote, then $524 (because I can't access my deductible info because - no internet), ends up being over $800?? No thank you. I try to get an Uber back home. Guess what? No internet service. Thankfully one of your employees offered me a ride (I am 8 mins away) I have nothing negative to say about your staff-they were pleasant and professional. I know they have no control over hidden charges. I am a senior citizen, on disability. I say this not to evoke sympathy, but to encourage you to practice proper business ethics. Disclose this information at check-in. Fix your internet. How do you run a business with no internet? Do better. read more

Very unprofessional, lack of ethics, subpar customer service. This money hungry location will lie and deceive to milk their customers, they see as cash cows. I hope I never have to return to this branch or see the manager Luke ever again! Enterprise needs to stop giving so much responsibility to people who barely got through college with a 2.5 GPA. read more

Advertising 24 hour but when I put in a pick up time of 8:30pm it is not selectable because they close at 6:00, false advertising!

Great customer service! Super helpful! Luke has been super helpful and the guy you should ask for! All of their cars are clean and nice! read more

Louzy customer service. Charged me for gas when i put full tank in. Never had vehicle ready so they gave me an SUV which i was not comfortable driving. Also make sure the paperwork i.e. regerstration is up to date. They often forget about that saw a huge story on that. read more

Kevin Kevin Kevin! I decided to make a review vs calling because calling wouldn't do anything, but a review will allow people to see. Kevin, when I dropped off my Audi truck on Friday after thanksgiving at 12pm why would you tell me "oh we won't charge a transfer fee because we actually need car" only for 150$ to be charged on my card. And Kevin how did you send me the email of my receipt while I was there, but it didn't reflect the charge until a second email was sent! Hill is the last name of the reservation Kevin. Did you ask me for a review. I was so thrilled to hear from you "the transfer fee would be waived" why did you prematurely speak on something and your not even the Manager to okay this process Kevin. I rather you had charged the $50 cleaning fee that you mentioned you vs 150$ fee...enterprise you have people working for you falsely giving information. read more

Came in a minute late and they would not take me even if I have been a loyal customer with Enterprise.

If I could give no stars I would!...I came in 12/26 to pick up a car I had reserved in advance...When I got there I was asked for all kinds of verification that was not explained to me in any paperwork in advance...I had to leave to get all extra paperwork and when I came back the woman who said she was the manager told me that she was denying me a car simply because a curse word that I'd said when I was walking out the first time...then she wanted me to pay a $200 cancellation fee!!!...I will not be back nor would I suggest anyone go there...I should've looked at how terrible their reviews were to begin with!!! read more

You can make a reservation but it means nothing. You will wait in line for a car along with everyone else who walks through the door. The staff are rude and I waited an hour to get the car after checking in and providing my information again after providing it during the reservation process. It was titled" save time" which turned out to be a real joke. I planned to pick up the car on my lunch hour. That obviously didn't happen!! read more

I gotta kill some time while i wait for an Uber so I'll write a review. I reserved a pickup at 4pm, got dropped off at 401pm (1 minute late) and the door was locked. The good looking one let me in, he's very helpful. The other employee (with a broken leg) just kinda laughs at you as you walk past him ( I guess because I got dropped off after they lock the door? Is that how his leg got broken?)...it makes sense that one guy's desk is right up front and center while the other guy's desk is like wayyyy over in the corner. They don't accept Chime Debit cards (understandable) and I wasn't gonna waste time transferring funds etc so I'll just use one of the apps. 4/5 :) read more

For future reference never ever, ever rent from enterprise they are the worst place to ever rent from. I'm so livid right now! Had a car one day and got a flat tire, had to call there road side assistance to come change the tire, had to call the next day to roadside assistance and have them set it up to exchange the car. After work I went to exchange the car and they had no rental for me, then they told me to go to tire mart to get the tire changed, tire mart said we have to get approval from corporate for the tire and we don't know how long you will have to wait. I call enterprise and let them know what tire mart said. Enterprise then offered me a truck which I didn't sign up for a gas hogging truck. I go back to enterprise they then have a car now for me, only for them to say the car I am returning has hail damage and that I would have to pay my $500 deductible first and then get the other car when I didn't see any hail damage to the car. So needless to say I originally rented the car for 7 days, had it for 1 whole day and ended up with no car and still paid $600 for nothing. I rented a car so my daughter can use my car to drive to work and back for the next week and she isn't 25. I also have a coworker who is renting from them and not even having her car a day the change oil light came on. Do better enterprise! Rent with Turo or Budget! Enterprise is a joke. read more

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

Aweful customer service, this would be a negative star if I had the option. My rental car broke (wiper stuck) on freeway near Hagerstown in route to Tx. I called enterprise roadside who quickly located me a store to swap out my car. I turned around and drove 25 minutes back to this location to do the swap. I arrived at this store and it was a large nice store with 10+ employees. Parking lot filled with cars. I was frustrated even more when I was told by this branch that they had all the cars rented and suggested I go to the local repair shop and wait while them fix the concern. This women then told me to calm down when I told her no I could not do that. Attractive young lady but has awful people skills, looks only get you so far and your a desk worker at enterprise so I recommend working on your people skills. I'm not an enterprise porter and my time is valuable, this was ridiculous. read more

Mike was easy to deal with. Made the process go smoothly. I had to extend the rental period twice and only took one call.

I wish I could give a negative review. I tried to rent a truck for towing a camper and they messed it up and tried to give me a regular truck. Transferred me to the location for truck rental to find out they didn't have one available but would keep in touch and I was first on the list. Haven't heard anything. Called a few times over the weekend only to be told I have to call and make sure they have one available (basically do their job for them) and beyond that I have been hung up on every time I call. I will not do their job for them when I don't work for them. Been waiting since 9:30 this morning for a GM to call me to solve their screw up. In the process of retaining an attorney since they broke the contract with me and refuse to do anything about it. *Update* Tried even after 3 weeks of gettin screwed by them to get the reservation fixed and get a rental for free which after this it should be a no-brainer but that was refused and only offered 50% off. Filing breach of contract charges tomorrow. read more

If you ever need to rent a car, call Enterprise and I hope you are lucky enough to deal with Zach at the Dual Highway location! He was a true pleasure to work with and does everything he can to make the process go smoothly for the customer! Colby was very helpful too before and during my rental, but Zach was top notch! I ended up needing a ride to a nearby dealership and I was lucky to have Zach as my friendly, awesome driver! We chatted the whole time on the way and he was just great!! Thank you for an amazing experience Zach! Keep up the great work! Enterprise needs more people like YOU, Zach!! read more

So, due to car damage and repairs I was having to have done the insurance company chose this rental company for my loaner. I was first told $100 deposit on phone. By the time I was on my way in and confirming reservation because it was made by insurance and another branch the deposit was raised to $200. I was asked my make and model of car in for repairs, 4 contacts and my license and credit card. I had car from before 10 am the first day.. they started charging at 730am the next so 2 days for less than 24 hours. I returned car at just after 4pm and noticed it said $281 charge and deputed it. My total was $81. I told them I was not authorizing my card to be charged $282 and signed receipt stating $81.. Pow. They hit my account for $281 this morning and it's up to 90 days to get the $200 returned! I've rented cars before and the cost comes out of the deposit not added to and charged to your bank card. This place is the most dishonest and it's sad there are so few options when you have to have so little choices for rental cars! To say I'm livid and absolutely disgusted with this monopoly is putting it lightly! read more

I was working on getting a Rental for an insurance claim. I called to set up the reservation at the branch, a young lady answer the phone and stated that she needed to put me on hold and would get back on the phone with me. Well she dint she threw me back in the Que. waited for another 30 minutes then finally hang up the call after waiting. So I call back asked for the store manager to explain my experience. When she got on the phone (Erica) . She was not very professional and understanding to my experience. She was very rude and stated that she dint want to do business with me once I stated that I was going to voice my experience on line if it was a good or bad experience. She then got upset and stated we can't do buissnes together. She stated call me tomorrow then maybe we can work together. When I asked if there was a regional manager I could speak with she said no , she is the only manager that I could speak with. It's sad because I have rented from them before and they were great! Now this location seems to be going down hill. I don't recommend anyone doing business with this branch under this management. read more

My daughter was hit by another vehicle. Obviously the insurance company had her rental thru Enterprise on Dual Highway as it's closest to our residence. Her 1st car had dead tags . She was pulled over and given a warning because of it. Her 2nd car had breaks that squealed worse than a pig and we're actually hazardous for her to be driving on. Her 3rd car ended up needing an oil change 2 days after getting it! . My daughter is 21. She has never been in an accident before and that alone has given her great anxiety even tho everyone (including the sheriffs office) deemed it 100% the other person's fault. This BS has caused her anxiety to skyrocket. Not to mention, the vehicle she owns is an SUV, yet none of the vehicles she's been given is in that classification (a Toyota Camery, a Kia Soal, and a Nissan Centra). We will never again use Dual Highway Enterprise. read more

Overpriced rental of cheap dirty small car. They will also charge you $8 a gallon for gas even though the gas gauge matched when I picked up the car. Not recommended! read more

Poor service! I scheduled an 8 am pickup so that I wouldn't be late for work. They did not arrive until 8:22. The car I got smells like cigarette smoke and the front windshield is so dirty I had to go to the gas station to clean it. read more

Why make a reservation, when they're an hour late. Luckily this is happening while the shop is open.

Outstanding service!!! This is my first time renting a vehicle from Enterprise and they have proven themselves to be a top notch establishment. All of the ladies on duty were warm and welcoming, helpful and 100% professional. If I ever need to rent a car again, I'll not hesitate to go back to the Dual Highway location! Well done ladies!!! Bravo!!! read more

Enterprise is rough. The last time I rented from them they didn't have a car for me when I got there. Had to wait an hour for a car I had a reservation for. This time I never got an email confirmation from them. They didn't have my car ready when I got there and I had to wait forever for them to get it ready. Don't use Enterprise if there are any other options read more

Their customer service was great. The manager was politely and trying to fix customers problems. I recommend this location to anyone who is interested to rent a car. read more

The definition of insanity is to continue to do the same thing over and over, and expect a different result each time. Renting from Enterprise is absolute insanity. No car.....again. I am the only customer, no car. I had a reservation at 12.00. Came in at 12:50, it is now 1:15. No car. See my previous reviews. I think "mine" is in the wash. 5 people in the office, no car. Awful business model. Spoke to some guy from my last terrible experience. No progress. Many excuses, promised "free points", still the same results. It's 1:21PM. Got my car. Last time the tank was 1/4 full, at least it was half full this time. Same wet windows, same awful interior deodorizer smell, same apologetic employee. If they actually read the review this far, they will realize I am the SCM and will let their LTA/PA expire in January. $1.32M in lost potential sales because of a business model that preys on their customers. Pathetic company with a pathetic business model. How they sleep at night is beyond me. read more

My boss broke down 3 hours from home in Hagerstown, MD. Can't say enough positive things about the service we received. Picked him up and had him on his way quickly. I made the arrangements by phone from the office and was "worried" needlessly as to whether they would get to him quickly. Very satisfied customer. Thanks so much! read more

I must that this is by far one of the BEST customer service businesses that I have ever been too and experienced!! I had the pleasure of working with Mike and that dude is definitely the man! He was extremely helpful, knowledgeable, and beyond customer service oriented! I must say, the man knew his stuff and offered to help in any way possible! Mike, thank you for the amazing customer service! You are the epitome of what great customer service should be! I will always rent a car from this Enterprise when I am here!! Thank you, Randy read more

This is the 3rd time I've rented a car from this location. Each and every time the process has been a breeze. The people are friendly and professional. Ive been picked up and dropped off to and from which is very convenient so that i don't have to have someone else bring me or pick me up. I always get a great rate too. I would definitely recommend coming here if you're ever in need of a rental car! Today the size car I requested wasn't available at the time i got here so they upgraded me for no extra charge! And my car was fresh from the car wash! Nice! read more

Great customer service. Have rented vehicles from this location in the past and the service rep has always been professional and made sure I was satisfied with the vehicle I rented. I will continue to use this business. read more

Find another location if you can. They will rush you into a vehicle before they explain the price and you will have no idea what you will be charged. I asked for a military/federal employee discount and they said sure, no problem. When i got my bill I didnt see a price difference or discount so I asked about it. They said it was there, it just doesnt show. I called the 800 service number again to make another reservation. I asked about the military discount and they said there is no such thing unless you are on orders. I dont mnd paying for the cost of the vehicle but dont lie in my face! Lesson learned. read more

Took advantage of the $9.99 weekend special, which ended up being $14.99 for the size of car I reserved. Requested a corolla, to economize on the gas; I arrived earlier after a reminder courtesy call early that day and realized that Friday afternoons are one of their busiest times. As I patiently waited I was greeted with kind, courteous and professionalism of acknowledgement of my presence, sorry for the wait and that they would be with me as soon as possible. Ten minutes later I was processed and waiting on a vehicle w/n five minutes. When it came time to walk to my vehicle, I was informed that there is a recall on the corolla and they have no more Camry's available, but I could choose b/w a chrysler 200 or hyndai accent. I chose the chrysler and was given a free upgrade. The next morning I rec'd another courtesy call making sure everything was fine, I was satisfied w/my vehicle and that I was treated professionally. Clearly I can't state enough how great the employees are @ this particular location. I have used them several times over the last few years and each and every time I have rec'd stellar service from whichever staff is working at the time! Yeah, they def get a 4-Star review. read more

I would give less stars if I could. "Enterprise, we'll pick you up" you know, unless you've been told they were going to get you from a certain location, youre a mom with a 2 year old toddler, and you're stuck in a town 20 minutes away from your car that's finally been repaired after a week. Then, as the agent put it "sorry, I guess you're on your own." Personally I'm not sure if there is a worse customer service model. We eventually got it settled, but after she had cried for 20 minutes because she was stuck in the town without a car. The manager finally came out and charged her to return the car to a town closer, where she STILL had to walk a mile (with a child I might add) to the auto shop to get her repaired car. I will NEVER use the service again and quite frankly I don't think anyone who wants to be treated like a human should. Again, I need to make it clear, WE HAD BEEN INFORMED THEY WOULD PICK US UP FROM THIS LOCATION. Ridiculous disregard for customer service. read more

Worst Hertz location ever. Cars are never clean - inside or out. Associates are not helpful. No place to park a vehicle if you are renting for business purposes. When I asked why the cars were not clean - I just didn't have time to get to it. Yet the one time they were using the hose and vacuum to detail their own car. Makes me want to rent from somewhere else when I'm traveling locally. read more

I have had to rent cars at this location three different times. Each time the customer service has been excellent. Twice it was because my one and only vehicle needed to be in for repairs for an extended period of time. Both times as soon as Enterprise knew of the situation, they picked me up promptly and dealt with each situation very professionally. I would absolutely recommend this Enterprise location if you need to rent a car in the Hagerstown, MD area. read more

I decided to extend my trip when I received an email about a weekend special at $10 per day. The men behind the counter were very professional: suits and ties, not those weird shirts you see at other car rental agencies. They upgraded my car and I was on my way in about 20 minutes. I will definitely keep my eyes open for other opportunities to use Enterprise for future rentals. read more

I've been a multiple occasion customer over the past few years. Mostly for business, but occasionally for personal or insurance reasons. I've always been greeted in a friendly manner, treated with professionalism and expediency, and definitely feel like a valued customer, where the people know my name, my preferences, and generally treat me like I would treat someone if I ran the business. Kudos to many of the staff for performing in this manner and maintaining a level of excellence that is hard to find in today's world. read more