Eric saved my sanity.. and arguably life. The word of that day was "disheveled." 100million stars for Eric.. and another for this location. I had been given an all electric rental from another location and I didn't know or realize until it was too late. I arrived at this location after sleeping in my electric vehicle plugged in for more than 8 hours.. in the worst human condition expecting a no or another charge or just a plain bad experience and I received none of that. Thank you, Eric. Thank you for helping. Thank you for treating me well, even though you probably thought I was dumb. Thank you for creating a positive experience out of such a poor one without even a question. read more

Today Dec26th 2025, my husband and I went to pick up our rental at the Enterprise Rental on Merchants St in Florence Ky. We are on our way to Florida which we could have left way earlier if we were going to take our own car but, we showed up for our 8 am appt to get our rental and they told us they didnt have our requested full size suv , they were sold out of those and offered us a mini van/no thank you. The boy at the counter didn't care and moved on quickly like it was of little concern to him. WHAT HORRIBLE CUSTOMER SERVICE. DONT USE THIS LOCATION !!!! read more

Alberto and Emily were great! They made the entire process easy and smooth. They also gave me some recommendations on places to eat as it was my first time in the area. Thanks again! read more

Second review I've left because this is only time the respond. I've called local office in Lexington Ky, the corporate customer service number and district manager with no response. Last review they told me to get online and request a call but once again nothing. Bad business to charge customers without communication. Never again read more

We rented again from enterprise and this time we was given a 2024 Mazda, the brakes was bad and the wiper blades didn't work properly and the car ran like it was 50 years old completely junk, with a california license plate I guarantee that t j is vehicle has not been serviced and yet they still rent to people who expect it to be a decent car, it was a 2024 with 45 thousand miles on it, I can see why enterprise has been sued hundreds of times due to dangerous problems, as the wiper blades worked but wsnt touching the windshield, and the car ran rough, maybe they need a mechanic to inspect these vehicles before they just send people out in them, because more lawsuits will come and will lose businesses. The brakes was also bad and Eric tried to say they was new, that is a lie, eric wouldn't return our phone calls so we called until he answered pood way to do business and a dangerous way as well. Probably won't rent from them again unless its under 20k miles. And the first car they wanted to give us i found a screw in the tire which shows no one checks these car before putting people in them. Rent at your own risk. read more

I have rented many, many cars over the years and I have never been treated with the kindness and respect that was extended to me from Eric Rivera and his staff at the Enterprise Car Rental 121 Sand Lake Drive in Lexington, KY. From my first interaction with him, he was a class act. He worked with me to obtain a car that would meet my needs and made sure that I was satisfied and happy. I will definitely use this location again and I will always recommend them to anyone needing a rental car. read more

very bad when I go to pick up car they said it's not available now and u have to wait other custome to returned it I waited more than 8 hours and they also said it's not available read more

This location breaks their own rules. The national website states that they can pick you up and drop you off at locations within 10 miles from an Enterprise location. The only issue is that this location cannot do a pick up or drop off to any location on Palumbo Dr. which is located like 1.3 miles away. WTF?! read more

Have to say I use this location often for business and have never had a bad experience with the staff. The most professional and helpful staff. Thanks! read more

To call this branch and the disengaged young gentleman (a term I use loosely in this instance) who all but assisted me "useless" gives them too much credit. The week of 4/26, I had to come out to Lexington on business from New Jersey. The branch office in Woodbury, NJ, from which I normally rent, gave me a vehicle with a faulty transmission, as well as multiple other mechanical issues. I finally called the branch from my office in Lexington reporting the issues and letting them know that I could not continue driving the vehicle with the issues. The rep at Woodbury instructed me to go to the nearest branch in Lexington and get them to switch me out. I did as instructed and proceeded to go to the branch closest to my office (2893 Richmond Road, Suite 130, Lexington, KY 40502). Once there, I walked into the lobby, where one young man was assisting an older woman and another representative was sitting at a desk in the far left rear corner, slouched down and engaged on his computer as though he was at home playing Call of Duty. It took about five minutes before he even greeted or even acknowledged me, and he drug his feet getting up and coming to the counter as though I was bothering him. When he finally got to the counter and I told him my issue, he said dismissively, "Well I don't have any cars to rent anyway. You'll have to go to the airport and see if they have any." before turning to walk away, I guess to return to his computer game or watching TikTok videos, or whatever. I told him "No; I'm the customer, you're the rep. Call over there, see if they have any cars, and then get someone to bring one over here, " to which he responded "Well I doubt they have any either." Wait a minute........didn't you just tell me I had to go to the airport? Why would you send me over there and then tell me it's likely they don't have any cars? When I brought that to his attention, he shrugged with the same apathetic blank stare. This kid was really beginning to make my blood boil. The final straw was when he told me "I'll just make you an appointment at the Dodge dealership and you can bring the car over there so they can check it out." No, genius........again; that's not my job. I'm out here on business, not to sit in a dealership's service department waiting room with a vehicle that's not mine. At that point, I had enough and related to him in choice words what I thought of his less than exemplary level of customer service. He just shrugged, said "have a nice day," and dragged his feet back to his desk. I was convinced that this kid was about the most useless person on the face of the Earth until I contacted Enterprise through Facebook Messenger requesting to speak to a district manager about my experience and was relayed to John. He refused to relay me to anyone without providing a bunch of information, and then proceeded to ignore me when I told him I would not be providing the information requested and would provide it to the District Manager. I left my email and phone number.......and guess what; I never heard from a manager or anyone. Step it up, Enterprise. Just because it's tough to find employees, it doesn't justify accepting mediocrity and apathy from the ones you do have. read more

I rented a car from this location and the experience was HORRIBLE! They down graded my car to a compact but tried to pass it off as if it was an intermediate and only said something when I called them out. Then tried to charge me the same amount! They gave me the car on empty but said I could return it empty ( not helpful ). While driving the car some of the lights came on making it unsafe so I left it at a different location up by we're we were heading to. We couldn't get the car switched so we had to return it. I called the branch to let them know and they added a $190 one way fee!! Then they took turns telling me they will do nothing about it and told me " call corporate and do what you gotta do" then hung up on me. Finally got an area manager and she said they can't change the fee because of Covid I can't believe they feel so comfortable treating customers this way then having the nerve to blame it on covid. I feel very discouraged from renting with enterprise ever again. read more

Manager Matt and his staff are fantastic at this location. I've rented several times and they are always very accommodating and helpful. If given enough advance notice, someone has always come to pick me up in a timely manner. Yes, the location is closed on Sunday. It says so anywhere you look so yes, this means you cannot return your car on a Sunday. It's amazing that other reviewers here would blame management for that. Matt and his staff should be commended for a job well done. read more

I had to get a rental after an accident. They said it would be ready in an hour. It wasn't. Finally, five hours later they picked me up. The process of getting and dropping the car off went smoothly. They gave me a ride over to the body shop after the drop off. The staff were pleasant and apologetic. read more

I called at 8:30AM to schedule a pickup for 11:45AM, the start of my lunch hour they arrived at 1:05PM to pick me up. According to the runner they are short staffed. Arriving at the facility they had one counter person who checked me out. The phone began ringing and he looks at me while he's doing what I need to do and asks, "do you mine?" He answered and tabbed out of my work order and handled the phone call. All while I stood and waited. Was very disappointed that I received no apology, just a reason for their awful service. read more

I reserved a car for a long weekend trip and was asked to give a specific time for pickup. I chose a morning time to give us time to load the car and get on the road. I was there for my allotted time, but the car was not. In fact, it was off property getting an oil change. To make things worse, they informed me that all drivers must have his/her own credit card even if I was paying. I wish that I was told to me up front when I was making the reservation so that I could have gone to another company. For a drive that long, switching drivers was essential to our schedule and safety. Around an hour later, they gave me the car (no apology for the wait) with the tank showing that it was 1/2 full. No big deal until we discovered hours into the trip that the gauge was broken! Customer service said we could find an Enterprise near us to switch cars, and that they'd note the problem in their database. We were now already going to be late for our hotel reservations, I was exhausted since I was the only driver that had a credit card, and we were in unfamilar, rural country. We asked if we could simply get the gas tank volume to be able to calculate at gas stops how much gas to put in. They did not have this information... nor an apology. By the time we got to our destination, we had our own rough estimates of how long we could go before a fill-up so we just decided to keep the car, not repack, and make the best of the rest of our tight schedule. When we returned the car, it turned out that Customer Service never did report the problem in the database (good luck Next Renter), but at least I got $20 total off for their terrible credit card policy, for the late hand over to me, and the broken gauge. An apology or some sympathy anywhere in there would have been great. Stay away from Enterprise! P.S.- According to the flier they left in the car for us, you can get a great deal on a mani/pedi from what we guessed was someone's mother. We decided not to risk it. read more

This place has been a nightmare to deal with. We've called several times with several issues with the vehicle they rented us. Haven't gotten calls back several times. They are rude and snotty and not once have we heard an "I'm sorry". Esp when it comes to safety issues(tires) of a vehicle, their lack of care and concern is ridiculous. Next time I need a car, will definitely take our business elsewhere. (we dealt w Jerrica mainly) read more

Buyer Beware!! I rented a vehicle and had to extend it for a few days. I was told that it was fine, that I was already into the weekly rental rate and would be charged only one extra day. I was told even though the branch closed at 1 on Saturday, I would drop the keys after hours and would be charged just the one extra day. Then, my statement showed I was billed for two extra days. When I called, the representative stated that since they were closed when I dropped the vehicle off and closed Sunday I would be charged for two days even though I had no use of the van on Sunday. This is morally and ethically wrong and essentially fraud. I was charged $250 for the use of a vehicle that sat in their parking lot after I was told and I verified that I could drop the vehicle 1 p.m. on Saturday. I would not recommend doing business with Enterprise, they have gone from a great customer focused company to one of PROFIT OVER PEOPLE and GREED. They WILL CHEAT A CUTOMER OUT OF EVERY PENNY. read more

We had great service. They rescued us with a Ram Dodge Truck. Our van broke down and we had to move our son out of his dorm. Their service was excellent. Free pick up to their location. It was graduation weekend and Mothers Day weekend and a big concert in town. Very few rentals of any kind left in the whole city. Whew. Thanks for the rescue!!! read more

Hello Christina, I called an hour after the experience and filed a formal complaint as did my colleague when we arrived to deliver the car. I was told the area manager would be in touch with, however, I still have not heard anything. I appreciate you responding but perhaps some more digging and you could've escalated my complaint I made through enterprise instead. read more

I accidentally booked this store and was clear across town needing a rental, as I had dropped my car off for repairs. This team immediately gave me the number of the nearby Enterprise. Between these two locations, I had a ride back to work in no time and they worked with me on the existing reservation. Thank you, outstanding customer service that I do not see very often anymore! Being from out of town, this was already stressful but they came through in record time. read more

i have rented from this location for the last 6 years. I have 1 other time that I had problems and this is the second. The lady first was very rude but i guess she thought that if she smiled big enough that it wouldnt be as rude. it still was. they way she spoke to me and looked at me was as if i was a second class citizen. its uncalled for. then when we got to the insurance price she told me the basic for my car was 23.00 a day. however i had just rented a car the previous month and it was in the same class and was supposed to be the same car too. but of course again i was wrong. i told her that it was supposed to be 21 a day and asked if it had gone up. she said yes. but when i got my receipt for my transaction i noticed i was charge those extra few bucks and it was given back to me. my point is dont lie. just tell the truth. i feel like she over charged me just to be even more mean to me. i get outside and was given a car that i had NOT ordered. I ordered a nissan altima or one similar but when it came time to get the car she gave me a jeep patriot. said that it was better than the altima and better on gas and it was the same price they didnt have one clean right at that moment. the jeep patriot is a GAS HOG! I could have taken my expedition for all that. i filled my tank 3 times before returning it on monday morning. it was insane. I had an altima in just feb for a week and even then i only filled it up once! thats why i wanted it. im finished. i will take my business to another location. i dont know if this time i was treated differently because of the way i was paying or what. because i paid with my points and only paid .90 cents for my rental. but i wont be going here any longer. read more