I should have listened to Yelpers and gone with Avis, but I was lured in by the "We'll pick you up!" slogan. That is true - they did pick me up, very promptly and the driver was especially courteous. That, however, is where my positive experience really ends. I will say that the reservation process over the phone was smooth, but when I went to pick up the car, I found the counter employees to be very short with me. I don't demand southern hospitality or anything, but please just be a little more friendly and a little less brusque. I wasn't given any choice about the car (I don't know if this is just a thing they do? I've rented other places and have been given options), the guy who took me to the car didn't explain anything about the insurance coverage (I really feel like this is something they should talk to you about beforehand, because I was in a hurry and ended up making the wrong decision about this because of some really questionable lack of attention to detail on the part of the employee. He did a once-over of the car and handed me the keys. As soon as I got in and shut the driver's side door, the smell of cigarette smoke was overwhelming. I'm really sensitive to the smell, but even my husband who is not as sensitive said that it smelled very smokey. It's probably my fault for not asking for a different vehicle, but there's no way that car was detailed before I rented it (there are prominent signs in the establishment that state that if you smoke in the car, you will be responsible for a $150 detailing fee) and, since I wasn't led to believe I had any choice in the matter, I just left and drove a car that smelled like smoke for two days. Now my bag and my jacket smell like smoke. They also aren't very forthcoming about the pricing structure, so it is probably in your benefit to ask questions and clarify things before signing the paperwork, because their business model seems to be "say as little as possible." When I returned the car and told the agent that it smelled really strongly of smoke, he looked at me suspiciously and noted that it hadn't been noted on the paperwork that had been filled out at the beginning. I didn't get into the car before I signed anything or was handed the keys, so I'm pretty sure it's incumbent on the employee who sat in the car and checked the odometer to note the smell of smoke on the paperwork. To make a long story short, I won't be renting from this Enterprise again, and it would take a lot for me to agree to give another location a shot. read more

We reserved a vehicle two weeks in advance because we needed to transport family members across the country for the funeral of a close relative. Fewer than 15 hours before pickup, and only after 5:00 p.m., we received a call saying the type of vehicle we reserved would not be available. Even more concerning, they could not tell us what vehicles would be available the next day. There was no meaningful apology, no attempt to solve the problem, and no practical assistance offered. We were simply left to scramble at the last minute during an already difficult family situation. I get that people may not bring vehicles back or other things outside of the company or branch's control, but offer a free tank a gas or a discount or something right off the bat to lessen the failure. Find common ground. It was a terrible and gut wrenching experience knowing that we were going to have to solve this ourselves with a creative solution because this employee had no sense of customer support or the branch didn't empower him to solve problems. He just kept talking and talking without actually saying or offering anything helpful. If there is a potential issue with a reservation, customers should be contacted during regular business hours, while other options are still available. Waiting until after other Lawrence rental options have closed is not just inconvenient; it is deeply unprofessional and inconsiderate. A reservation made weeks in advance should mean something. In this case, it did not. Buyer beware; their word is meaningless and their customer support is absent. Thank goodness for Avis on 23rd St. read more

Horrible! When we picked up our rental, they said the car we rented wasn't available and gave us another one. We were dropping off in Texas and I think they were trying to send a damaged car. The agent spent a long time with my 26 year old daughter going over all the current damage. OUR MISTAKE - we didn't ask for the report - ALWAYS ASK and TAKE YOUR OWN PICTURES before you drive away. When we returned it in Texas the agent there could not pull up the computer at all. She noted hail damage to the roof (like 3 tiny dents) and damage that was there when we picked up. She told us to go into the Lawrence location when we returned to make sure all was ok. We did that. They told us everything was good and we didn't need to do anything else. 2 months later we got a bill for over $2,000 in damages! I tried to dispute the damages - but you never talk to the same person and they always said, you will need to talk to "this guy". They passed the buck from the bottom to the top. We asked for the reports on the car before and after. We only recieved the report after - NOTHING from before. The claims department said that there was NO damage to the car when we picked up!!! BOLD FACE LIE!!! Whats worse is there is absolutely NO ACCOUNTABILITY on Enterprises part. They can tell any lie they want and you have NO say because they know that it will cost more to get an attorney than it will to pay your deductable. Also, we were told that it is protocol for the receiving rental company to list in detail the damage and include their own pictures. This was not done, the pictures were from a body shop. Too many players not doing their job then trying to cover their own butts by passing this off on us. I will NEVER rent from Enterprise again - If I ever rent at all. I have never had any issues renting cars in the past. And after reading all these reviews, I'm not sure how they are still in business. Don't bother leaving a scripted reply about how "you need more information about this so you can look into it"! You clearly have no intention of correcting any of the complaints made here. Just a crappy business that takes advantage of it's customers. read more

Avoid This Place - Reservation Means Nothing Here! Absolutely the worst customer service I've ever experienced! I made a reservation for a vehicle, only to receive a call on the morning I was supposed to pick it up informing me that they were out of vehicles. When I questioned why I was allowed to make a reservation if there were no vehicles available, I was dismissively told that's just how their booking system works. It gets worse. When I pointed out the definition of a reservation, I was accused of being condescending. I had driven in with another family, planning to rent a car the next morning, but was left stranded because this company doesn't honor its reservations. I should have booked a car at the airport! If you have any other options, especially renting from the airport, I strongly recommend doing so. A "reservation" at this company is meaningless, and the attitude of the staff only adds insult to injury. read more

Scheduled a pickup for noon. Arrived at noon and the business was closed. Six people were also standing around the door... they reported identical situations. Scheduled a pickup for noon, but were denied entry to the establishment. It was a mess. A manager approached the crowd and told everyone that their reservations would not be honored because we all arrived after closing. Hearing the complaints of so many customers must have been overwhelming because he became incredibly hostile and started yelling at everyone and threatening us. Discovered there were many complaints against this same individual, some with photos of this very employee! Do not do business with this branch of enterprise under any conditions! Most of the group had been planning Memorial Day vacations that they were unable to complete! read more

Poor customer service. Enterprise literally rented a car to me that has hail damage. It only had half a tank of gas. I told them weeks ago I needed a 3rd row vehicle because I have 3 kids in carseats. They did not give me a 3rd row vehicle or even have that as an option. A warning light is also on. Will never rent from them again. read more

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Read reviews first. That's my recommendation and avoid this Lawrence location. Our car was not ready when we arrived on time, over an hour later and upon opening the door, it reeked of cigarette smoke, we had pointed out small dents while we inspected it and were assured that any dents less than 2 inches made no difference at all. When we returned though, they said it had hail damage, there had been no hail at all during our trip, the "hail damage" was the same thing we pointed out and were assured it "didn't matter". If you have to get a car there, video every square inch of it noting everything. I work for a very large company, and will do all I can to have Enterprise removed as a 'preferred vendor'. 1-star was only becase they don't have negative stars. read more

Terrible service. Didn't have a car available when we came to pick it up and said it would be a couple days before they got more in. Extremely hard to get ahold of as well. Went to a competitor down the road who bent over backwards to help us out. read more

Absolutely by far the worst rental experience I have ever had. When I received the rental car,there was no spare tire. This was the first in a long line of dysfunction. I did end up getting a flat tire at about 430 in the afternoon. So I called the number they told me to call for roadside assistance. My cellular carrier could not complete the call as dialed. I am sure I got the number they told me correct and I verified it with the store I got the car from. They then gave me a new number to call telling me it was area code and a number then came back and said that it is 1 800 and a number. So I called that number and got a person who told me the only option was to go an hour in the wrong direction to swap the car at the only branch that would be open cuz apparently all of the enterprise locations close at 5. I told the person that doesn't seem like a good solution as it puts me three hours from getting home. Why could they not send out a truck with tire repair supplies. Every other rental I have ever gotten either had a spare, or they would have a truck with tire patching supplies come and address the tire. But not enterprise. So the person on the phone said I'll have you go with the tow truck driver to the Firestone and they will patch or replace the tire. So I went with tow truck driver. When we got to Firestone the portly fellow who was doing nothing but standing there told me they couldn't do a fifteen minute job until the next day to which I asked how am I supposed to get home? To which he responded..." I dunno" shoutout to the low-grade service at 1200 Santa fe firestone. In Olathe ks. They apparently can't fix tires without a day of notice. The tow truck driver waited to see if enterprise would just extend the tow to take me back to topeka. Which would have been better than what they did. I called the number back again and they again told me that my only option is to go to the airport. So they arrange an Uber to take me to the airport. An hour the wrong direction. Because that is the only branch that is open. Now I'm pretty sure they enter an address and the Uber gets that address and that is how they know where to take me. Well the Uber dropped me in a dark underground garage with busses running around. I then had to take me and all the tool bags I use for work,by myself and with no cart of any kind. And I had to walk over to the terminal and then up some stairs to a large area with a bunch of car rental places. All of which appear to be open....except for enterprise. So I again call the number I was given and they tell me the Uber took me to the wrong place. We'll they got the address from the best wishes book? Or no, they got the address from you guys. And then they said. Oh yeah,they took you to the right place. After which I stated. But this place is dark and no one is here.at this point I told the person on the phone to either give me an Uber home or get me another car. And now they tell me all the car rental places are affiliated and I could go to any number of these rental places. Why was that not an option earlier? But anyhow they send me to national. And when I walked up to counter there were two people and one was leaving for the night based on conversation I overheard. So now one person left. The girl at the first national counter was polite and understanding my frustration. She got my paperwork lined up in about 5 minutes and then told me where to go next . I go out to the second national counter which was in the lot with the cars. She asked a couple questions and then did some running around and checking. And in about 5 to 8 minutes she had a car for me to get into. After which I went through a security gate to leave the lot. National took care of your customer enterprise. I won't ever rent from enterprise ever again. And I will most certainly be posting this review on multiple sites. I will furthermore tell every person who I speak to and that is a large number of people, as I am in sales, and I will let everyone of them know about this terribly managed company .F enterprise read more

CONSUMER REPORT! unless you have no other choice, do not rent a car from Enterprise in lawrence, kansas on 4 wheel drive road. if you do, get names and quotes and paperwork. check this out. took my car in for repairs on thursday. needed to rent a car until monday. booked online. got to enterprise and both i and the man in front of me were told the cars we booked were not available. it had only been 2 hours. we were both told, "did you call the national number? yeah? well, that's what they do. they promise things to you because they never have to actually see you. they put us in this situation all the time. just call the local number directly." "i called the local number attached to your website." "no, you have to push (lists some numbers) to bypass and speak to us locally." "how would i have known that?" "you wouldn't. so, remember what i told you. i have a pick-up truck you can have for $130/day." i'm about to negotiate and some dude elbows/whispers, "a car just came back." the man in front of me had walked 7 miles in 110 degree heat index to get a car that wasn't really there. so, i offered the return to him first. he took it. they said, "weel, now your only option is the truck for $130/day." i was prepared to negotiate and again, another elbow/whisper in the dude's ear that ANOTHER car had just come back. i said, "what are you guys doing? this feels like a racket." long story short i got the car for the price i signed up for: $67/day. my car was done on tuesday. i got to crown toyota and asked for a ride to enterprise. they said, "no need. this happens a lot. i'll call and let them know the car is ready for pick-up. i just need the keys." i asked if i needed to go over there or call and follow up and he said, "nope. it's all taken care of. we do this all the time." it didn't feel right so i called and spoke to a guy named kevin. i said, "just wanted to let you know that the car is at crown toyota and they have the key. does this sound familiar?" he said yes, no need to come to enterprise, my rental fee would be $360 and that the $300 deposit would be refunded. i asked if he was sure and he said it's all good. 30 minutes ago enterprise called to ask when i would be RETURNING THE CAR. i'm livid. i call. i am speaking to The Kevin. i said WE SPOKE ON TUESDAY WHAT IS GOING ON. he asked for my name and said, "oh yes. i remember this now. i forgot to hit enter on the computer and never noted that you returned the car. i apologize." i asked to double check what my bill was and he said, "$877.45..." i said, dude this is FUCKED UP. he told me not to speak to him like that and i said i was sorry, and that i'm not paying more than the price i was quoted on tuesday. he said again, that it was a computer error and it hadn't adjusted for the mistake and apologized again. i said, "before we end this call i am going to tell you about my experience with you from start to finish because this is the messiest transaction i have ever had and i really believe that if i hadn't spoken up and pressed you and documented your name and all of these price quotes from the get-go, enterprise would have succeded in screwing me over. totally unacceptable and i will never rent from you again." i will be charged only $360 and get my deposit back. now on to yelp and corporate. read more

The Lawrence location is horrible. I was on hold for over an hour. I even got the Mirriam Branch to dial them and their cell numbers, and nothing. This place is horrible and speaks for the quality of the city itself. Lawrence is full of irresponsible, lazy, dolts. Austin at the Emporia Branch was Fantastic. read more

Worst company ever. Rude and not helpful. We had a reservation because a car was totaled. Had to make it to the airport because my mother was very sick. Got there and there is no car available. Said we could go to Topeka. Um.... we have no car. I was trying to make a flight to Chicago. Had to get an uber to the airport. Cost over $100 because Enterprise would not help us. Tried to get the enterprise car at the airport on the way home but Enterprise cancelled our reservation!!!! No one told them to do that. Tried to rectify this on Saturday but they would not help us. Told we would get a call from a regional manager. That call never came. They don't care about you or helping you with a terrible situation. Now what? I a stuck at the airport. Do I spend another $100 uber ride to get home.? This is enterprise's mistake from the beginning. Corporate will hear from us if they even care which I think they don't. Their offices look and smell dirty like used car sales. The agents don't care and are rude. What happened to customer service? What happened to bringing the car to you? I will never use them again. read more

OK before I begin this review I must say that this is no disrespect to any of the bad reviews because I know that everyone's experience is different so I don't discount the bad reviews. I can only speak from what I have gone through, so even if people don't agree, we can just agree to disagree because my experience is mine, and yours is yours. That being said I have rented from enterprise for work related reasons as well as personal so I have dealt with them on a professional and personal level and each time I've been extremely pleased. Did everything go the way I wanted to every time? No but in life that's a given. But did they go above and beyond to make sure that I was satisfied even if I didn't get exactly what I wanted? Yes. Whether I rented a vehicle for my jobs purpose or whether I rented a vehicle for a vacation, Enterprise has always shown me the utmost respect and did their best to give me what I had asked for. I will continue to rent from them. Just like in a relationship some people are not meant for Each other no matter how you try to make it work, things just never work out. This is how I feel about people who have had a bad experience with enterprise and if they've had one by all means build a relationship with someone else... but I also when 2 people are meant to be together and it just clicks, you can't walk away from that. so because I click with enterprise every time I've had to come in contact with them, I will continue to be committed to them. To each his own in the pursuit of happiness. read more

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I was lied to and told if I didn't buy their insurance, I would have to pay out of pocket for any damage. I later found out I never needed their insurance and was scammed into paying over $400 for nothing. 2 months later they charged me $95 for absolutely no reason and refuse to tell me why they charged me or give me a refund. AVOID THIS PLACE AT ALL COSTS!!! read more

Reserved a car 3 days ago for pickup on a Sunday. Was given a Mitsubishi Mirage. Not only was it the smallest car but this one smelled like smoke. My eyes were watering and I started sneezing. The accelerator needed to be pushed all the way to the floor from a stop and it made a horrible noise. I drove it a mile to exchange items in my car before deciding it wasn't going to work (I drive the highway to work and wouldn't feel safe) I went back and was told they didn't have an alternative. I could take that one or nothing. Additionally the manager told me it was not his job to provide customer service it was his job to rent cars. I took the car back and went to Avis. I'd give 0 stars if I could. I won't be back. read more

terrible. one rep told me they would help me with over billing and the manager Chris wouldn't honor his co workers word. this company has gone down hill since covid . real shame . read more

I would never rent from this location again. They overcharge you and then can't give you an explanation of where all the extra costs come from. I left the car with crown Toyota when I picked up my car and they called me a week later thinking I still had the car and it had just been sitting at crown. Crown called them several times. Then after talking with Parker their new manager he told me my total would be around 300 I look at my statement and it's a little over 500 and when I call to ask about the over charge there was nothing fixed or taken care of. I dont believe I got my 50 dollar deposit back either. Awful customer service. If I could give them a 0 star rating I would. I will never be back. read more

Booked a car rental a month ago then realized 2 days before my trip that I would need a second vehicle. Brian moved heaven and earth to find me a second vehicle and succeeded on a high car demand weekend. His colleagues Anthony, Kevin and Alejandra (initially misspelled Myranda) were courteous and professional. I am not getting anything in return for this review; I just believe good work should be recognized and encouraged. Thanks. read more

AVOID! The worst car rental experience I've ever had - employees were rude, unhelpful, condescending and left me stranded at the shop! Take your business somewhere else. read more

What a bunch of millennial babies at this location. I had to take my car into the body shop next door so I asked for the insurance rate. They made every excuse in the book to get me to pay retail. The last time I rented a car from them in July 2016 they said they had a vehicle for me so I had them pick me up. The driver they sent to pick me up took 2 hours to drive 6 miles and when I was dropped off at their office it took them another hour to find a car for me to drive. Lawrence needs another rental company to give these clowns some competition. read more

They have terrible customer service. When I called to confirm my pick up the girl (LeAnn) told me no one was coming to pick me up and laughed over the phone ( although I made my reservation 24 hours in advance). When I drove my own vehicle to the establishment to pick up the rental the manager refused to even talk to me or see what the issue was. They are racist bigots and don't deserve their jobs or need to be retrained and educated. read more

My insurance company arranged for me to get a car after I hit a deer in my car. I had a confirmation number from them and Enterprise left me a couple of messages telling me I had a car waiting. I went to pick it up on Saturday afternoon but they close at noon. I went back on Sunday and they didn't have a car for me. However another lady there got to choose from three. The man who delivered the message that they didn't have a car available was not apologetic, or even friendly. He actually seemed quite annoyed that there were any customers for him to deal with at all. I won't be going back. I'd rather be without a car for a week than use them. read more

I've added a star to my last rating. Because of state contracts I have to use Enterprise. The staff is very warm and helpful. They know me by name. These are the issues I have- the cars are not very clean inside, the selection of cars is low, and my car has been given to me without a full tank of gas. The cars need to be updated, I ask for full size, and the cars often only have a AUX hook up. Luckily, the employee had one to spare. Since this company has a state contract, and will be used by 1000's of people--I think an update is in order! read more

An associate Mike led me to believe that I had to purchase insurance from Enterprise to be able to rent a car, when in fact my provider covered me. When I asked "why?", because I already have insurance through my provider, he said it was an Enterprise policy, so I said "give me the cheapest one". I learned this was not the case after I signed the contract and was getting charged for an insurance policy I did not need. Very frustrating, first time renting a car, also the last time I will rent a car from Enterprise in Lawrence. The last thing I need after totaling my car is to be conned into paying for extra insurance. read more

The first car they gave me didn't have a full tank, the tire pressure warning light was on i and it wasn't clean. The 2nd car was better, but still dirty and only 1/2 tank of gas. The guy at customer service was also very cold and acted put out when I asked for a different car. read more

Came in 10 minutes before the store closed on a Friday after a car accident and we were leaving town. The entire team listened to my frustrating comments over and over as I decompressed from my daughters accident. The team was professional, empathetic and met all of our needs even though it ran way later than their scheduled time to close. I cannot express how much their attentiveness and patience impacted our experience from start to finish. In my previous career I traveled all the time and would have never used enterprise. Now I will only use enterprise. read more

Friendly staff helps me quickly get on my way. I wish the vehicle selection were a little more extensive, though...

Honestly the worst experience ive had renting a vehicle. Weather is terrible and auto body shop is only open till 530, so I have to leave work run there pick up my keys, then get back in the rental to drive to enterprise because no one can meet me at the auto body shop. SO I now have to make multiple trips back and forth on the ice. Not good customer service. DO NOT RECOMMEND I'm in Lawrence KS read more

Horrible customer service. I dealt with Jake. He called to confirm my pick up for the next day and I told him I had it for today and I had already got into town. He proceeded to tell me I was wrong because he had it down for tomorrow. He also told me I needed to act like an adult. He also told me he had already repeated himself 3 times so I need to just do it. I'll admit I wasn't pleasent to deal with but he clearly didn't know how to deal with customers. I will never go back there again! read more

Great staff and service, however, when I returned the car I found that mine had been blocked in by the auto dealership that shares a parking lot. It was late on a Sunday night, so no one could move the other cars for me. Will use them again for sure, but will park where I know I can get out! read more

The worst Enterprise ever starting with Courtney, I will not go thru this agency again. As long term renters with Enterprise, very disappointing. Thank goodness for Avis, they delivered at a cheaper rate and customer service was above and beyond. Enterprise, you lost out on a faithful customer. Lawrence Kansas Enterprise, you lost out on at least a $1000.00 dollar rental. read more

Very satisfied with the service. We got the truck we reserved. The gentleman who helped us was courteous and friendly. Would use them again.

Worse Enterprise Car Dealership ever dealt with think more then twice before you rent from them. My rental was paid by insurance company b/c my car had been in wrecked but they still required a $50 dollar hold. What the counterperson stated was that there will be a $50 hold place on your card but your card will not be charged. My card/account was charged and was debit $50.00 so the statement that there will be hold was false statement. Next they say the $50.00 dollar hold will be taken off immediately once the card is returned that was also a lie. Since the hold was actually a debt it will take 7-10 days for the money to be returned. The other issue is that I was suppose to have the car for three days what the Enterprise counter person did not tell me was that the day you take out your car is the first day of the rental agreement vs the time you take out the car. My personal car was done at the end of the 3 day period and there was no time to return my car. I returned it the next morning will with in the time limits and they wanted to charge me a fourth day. Saying I could of dropped off the car in the key drop off box. But I would have no way of picking up my car the next day and no way to get home. They would not let me talking to the manager. The counter help said they would call the police if I did not leave, and then in order to get me to leave they said they would credit my account but they didn't because they never ran the card or gave me a receipt and the money never showed up in my account. Never ever rent from them. read more

Enterprise doesn't deserve even 1 star! I've used this service before in other locations, and have been impressed. But, this recent experience leads me to question whether there is a complete communications breakdown among the reservations - are cars really available?, does your confirmation mean anything? Does the local agent's word to call, pick you up provide any assurance your reservation will be honored? The inability of customer service and corporate management to contact a local agent after hours to satisfy a confirmed reservation? Plus, hours that are ridiculously limited, and basically Enterprise's customer promise to provide a good auto rental experience. WRONG! WRONG! WRONG!!!!Customer service was no help and basically wanted me to go to an open location more than an hour away. read more

I had such a great experience with Derek!. He was very helpful and answered all my questions regarding my concerns (insurance, roadside assistance, etc.). The driver who dropped me of my house was really nice too!... Highly recommended! read more

I have an excellent experience with all my car rentals here. Staff are amazing and they will do the best they can. I love to take rental from this place so much that I signed up for yelp and giving my first review for these people. I recommend this place if you need a cheap and best rental in the town. read more

I went in at 10:30 on a monday morning and was told I could have a car around 1:30. I was told they would come pick me up when they got a car. They took all my information. It is the next day. Since I hadn't heard from by 10:o'clock I called and asked if I was going to get a car today and they said they didn't have anything. My idea is that they just forgot me because I am a senior citizen and not a big shot. They required so much info from me there was no way they could have not at least given me a call yesterday. read more

I reserved a full size car because we were taking a weekend road trip and we wanted additional leg than what we would have in our cars. When I arrived to pick up the car we were told they didn't have any full size cars but they would give us a standard size. When I said that isn't what I reserved the guy at the counter responded "the only difference is the standard size has a little less leg room". Of course that is the difference! He said he would only charge us the standard car price which was $1 cheaper than the full size. After about 5 minutes of arguing with him, another person came up and agreed to give me an intermediate SUV instead. It shouldn't be that hard. If I wanted a standard size car I would have booked a standard size car. When they didn't have what I reserved they should try to give me a better car not a worse car as the default. Every other car company has always given me what I reserved or a better class, not a lower class. read more