We requested a mid-size truck and they brought us a full size at pick up. Then when we said no we'd rather have a small car to better fit our budget, they said they didn't have any and insisted we take the full size truck. The worker was very pushy and obviously doing his best to get the most money out of us as possible. Extremely frustrated with the customer service provided. We talked to a lady prior to picking up the rental who did provide good customer service, which is the only reason for 2 stars instead of 1. read more

Stay far far away. Unprofessional staff, ask inappropriate questions. Called corporate Enterprise, these are not questions they should be asking. Do yourself a favor. Go elsewhere read more

My daughter had an accident and was forced to get a rental until her car was fixed. After over two months her car was still not fixed and she was running out of money for the rental, I offered to cover a week until she could get her funds in order so I called Enterprise and told them what I wanted to do. No problem they said. After getting her car back, the bill came in and I noticed that I had been charged an extra $20 dollars a day over what she had been paying. When I called them to inquire, they stated that I hadn't been charged more. That's not what my Discover Card said!! I argued for a few minutes and realized that the person I was arguing with had no idea what she was arguing about. she kept telling me that I wasn't charged extra yet I have the credit card bill to prove it. I can't give a star lower than 1 or I would. Find a different rental company. These people are not out for customer service, at all!!!!!!!!!!!!!!!! read more

I reserved a full sized car 3 days before I showed up to rent the vehicle. Upon arrival at the South Loop location in Lubbock Texas, I was told they had no cars. However, if I wanted to wait a little while, they could get one, and they would call me. This was at 1 pm As of 5:30, no call . ​Horrible customer service. Do not use this company!! read more

If i could give this place zero stars I would. The manager at this location, Sebastian, is the rudest and most unprofessional manager I have ever encountered with. I was needing to pick up a standard vehicle but Sebastian said that what I had was fine. It wasn't because he gave me a SUV. I was going to have to pay a tax of $7-8 per day of having the rental car while my actual vehicle is in the shop for the next month. That is not what insurance told me. I got my father on the phone to help me out with the situation and when Sebastian wasn't happy he snatched the rental keys from my hand and said that he would no longer help us. Then, Sebastian got back on the phone with my father and said to him that if he had a problem with it he could "come say it to my face" and "if you're going to act all big and bad why don't u come deal with this yourself" VERY unprofessional!!!!! Taking advantage of a college student isnt right. Enterprise does not need money THAT bad. Do better. read more

reserved in advance. used the app for all check in processes, DL info and CC info. selected all insurance followed all instructions. says my car is waiting and ready for me at my reserved time of 5:30PM low and behold after walking through the parking lot looking for the car in 100 degree temperatures I had to walk back into the airport where I was waiting in a line for an hour to be told we're to small of a airport to leave the keys in the car. guy working watched me standing there after asking him what's up with my car and reservation and he decided to put 2 more people ahead of me in line! last time I rent with Enterprise! BR read more

WORK ENTERPRISE EVER!!!!!!!!!!!! I had a reservation scheduled for today. They refused to pick me up. I called a lot, and I was never able to talk to anyone in the store. I work for a call center, so I can't answer personal calls. Plus if I don't know who's calling me, I don't answer. So they give me MAJOR ATTITUDE about how they've claimed that they've tried to call me all day long. They NEVER left me a voicemail to call them back. And after giving me major attitude for not answering their calls, they get mad at me for not being happy with them and having an attitude because I had to find a ride to their store. Then that ride had to come back and get me and take me home because they refused to rent to me because I accidentally left my wallet at home today. So apparently it's OK for them to have a horrible attitude and talk to you very rudely and unprofessionally, but if you have an attitude, they get mad and kick you out of their stupid store. You people REALLY need to be careful with how you treat people!!! You have NO CLUE what people are going through in their personal lives!!!! You don't know that someone has been living a nightmare since her daddy died in September of 2020 due to leukemia or that her brother has turned her entire family against her. You have NO CLUE about the excessive suicidal thoughts someone may be struggling with on a daily basis and that your HORRIBLE AND UNPROFESSIONAL behavior just might be enough to push them over the edge!!!!!! AVOID THESE JERKS AT ALL COSTS!!!!!!!!!!!!!!!!!!!!!! read more

Well..... all I can say is I am very displeased with the fact that they charged me a $50.00 fee for detailing because I had a few pet hairs in the car. My dog had never even been in the car to begin with. It might have been a few strands that came off my sweater the morning it was returned. They never once stated that the car had to be returned vacuumed or even mentioned pet hair upon pick up of the rental. I am also giving a 1 star due to the fact that they clearly don't communicate with their partners over at Gene Messer collision shop. Enterprise was telling me one thing and Gene Messer Collision was telling me something completely different in regards to picking up my car. Gene Messer said they were able to pick up my rental and transpsort it for me from Midland to Lubbock. Then, Enterprise said that Gene Messer was not authorized to transport my vehicle. When I called Gene Messer and told them that Enterprise said that was not allowed, Gene Messer told me "we do it all the time for them". Mind you , Enterprise and Gene Messer are in a huge partnership. The manager of Enterprise, Austin, told me he would have to take it up with the manager at Gene Messer. Total lack of communication between the two who are supposed to have a partnership and it just made for a huge headache. NOT happy. read more

Poor experience. The car was filthy, filled with dust and the strong odor of cigarettes and dogs. Beware of charges and you aren't aware of. Everything just screams rip off and sketchy. They'll charge for deposit and dont tell you about it. Enter at your own risk read more

Of course u have to give a star. I rate it zero stars! I received an upgrade due to lack of inventory. Usually this wouldn't be an issue for a customer, as one of the representatives said, but shouldn't I get to determine that? It's a gas guzzler! It has damage on the side, the oil light has been on and the brakes were grinding when I rained. I called and they told me to take it to jiffy lube! How is that my problem. I'm not on the payroll. Then they call me July 1st to tell me my insurance company stopped paying June 26th and they charged my card without notification first $118. When I mentioned that, the rep said we usually wait a couple days after to notify the customer bc the insurance usually extends it. But they charged my card! This is absolutely 100%not ok and I can tell by the ratings this location is not on their game! I will not use enterprise ever again after this and I will push a complaint thru my insurance company as well about this rent a car company! Horrible service with a bunch of excuses! No accountability. read more

I had reserved a full size truck for me to pick up at the Lubbock Tx. international airport , 2 weeks in advance . When I went to the counter to get the keys for it , they said they don't have one at this time . Only thing they had was a Chevy Tahoe with 4x4 which I know if I took it out into the mud and ruts to the job sight it would tare the bottom out of it . Soooooo I took it and told them soon as you have a truck for me to call me so to swap out . 3 days no call , so I drove the Tahoe out to the airport and sure enough they had one and never let me know. Then the guy from National Rental came over and told me i can take it . Buttttttttt I had not gassed up the Tahoe yet and I told the guy I'd go gas it up and be back in 1/2 hr to swap vehicles. Sooooooooo when I returned all happy about getting into a truck . After a wait in line 3 people ahead of me , Enterprise counter was closed , so National rental guy told me they rented my truck out while I was gone to gas up and return the Tahoe . I was pissssssssssed . Then he had the balls to tell me when one becomes available he has my information again to give me a call . I told him that did lots of good you never called me when that truck was available, I had to drive out to check. Then you were stupid enough to rent it out from under me within 30 min I told him / National Car rents and Enterprise car rental I'll call my corporate people to be sure to never rent from them again . So that's my true story . Rental from National and Enterprise sucked . Never again will I rent from them and they lost a huge account. I've rated them 1 star low as the ratings will go , if possible I'd rate negative 50 stars . read more

I needed a rental after my car was totaled in an accident. My insurance offered me a partial refund on an Enterprise rental, so I reserved one. The next morning I called for pickup. They drove me to the dealership, where they processed the insurance info so that I wouldn't have to bother. The car was what I asked for, clean, no smell of smoke, and worked perfectly. Two days later I returned it without a glitch. That's good service for you. read more

This location solidified me never renting a car from enterprise. After my car breaking down in Lubbock while moving to Seattle with my fiancé and three year old daughter. I called enterprise to reserve a car. While speaking with the representative who confirmed my reservation. I explained to her numerous times about my situation( not being from Lubbock, needing the vehicle one way etc). I even spoke to previous situations that occurred when renting with enterprise in the past. She continuously re assured me that I would be able to rent the car with no issues. So I get picked up. Get to enterprise, and yup you guessed it. I couldn't rent a car one way, because I didn't have a Lubbock address (one of the questions I asked the representative). So I go on to explain what the representative told me. Before I could complete a sentence. The man had me go to the other desk to speak to the "manager". There was no empathy or explanation of why I had to go to another line to reiterate what I just told the previous guy. After waiting I was able to speak to a "manager" who basically blank stared me (the few times He actually looked at me not through me), gave me a bullshit "I'm sorry there's nothing I can do". I have worked in customer service for over 10 years. I don't create any un real expectations for myself. Nor am I demanding when things don't go my way, but I was treated poorly at this location. As if it couldn't get worse. I was given a number to the "Lead manager" who wasn't even there. I had to leave a message. That was May 19th. I explained on the phone that it was important for him to return my call. I still have not received a phone call. By reading the past reviews I know this is just another comment, and the issues with these things never get resolved. I hope Enterprise turns around their customer service strategies instead of teaching their employees to look their customers in the eyes and blatantly lie by saying " I'm sorry. I wish there was more I can do". That's not customer service!!! read more

This Lubbock Tx location has been a tremendous asset to me the people that have worked here have always been professional helpful and extremely accommodating ,I have tried to rent a car when nothing was available in Lubbock and somehow The Manager and his team always finds a way. My expectations have been exceeded, and I will continue to use Enterprise. read more

I was given a replacement Dodge Grand Caravan to use since my automobile was in the shop. That was nice of them, but since State Farm was paying it guess they work with them on 4-4-2018. Car was brought to us with 743 miles on it and 3/4 tank of gas. I returned it back to Enterprise the day I picked mine up on 4-24-2018. I used it for my husbands appointments to the VA and grocery store, nothing more. I was told that I had to pay $50 lease fee and it would be returned to me after they receive the car back. I also gave them their automobile almost full as they requested it back with 3/4 tank of gas. I returned it 4-24, thinking that they would return my money for my bills to finish out for the month. Here it is 4-26 and my money has not been returned. They have their automobile and what I understand from State Farm the money for the use of that automobile. Now where the hell is my money. Pissed me off to no end. I will never use them again and I certainly will not recommend them read more

Do not rent your car from this location. I originally rented my car from an Amarillo, TX enterprise location but my car ended up breaking down on the side of the freeway in Lubbock and the enterprise roadside assistance person told me this was the closest location to go to and that they would reimburse me for an uber there instead of having to wait outside in 102 degrees for an hour for the tow truck to show up. When I got there I explained the situation and told them that roadside assistance told me to come here and their first response was "we never got a call from them telling us you were coming..." And everything I told them was responded to with a "why?" (When I mentioned to them that I left my car where it broke down and that a cop was there behind my car so no one would hit it - both of which the Enterprise roadside assistance person told me to do) or a "hmm are you sure?" or a look of distrust from the lady named Sara like I wasn't telling them the truth. Never ONCE did they apologize for the car breaking down, and they said they were unable to reimburse me for my Uber or offer any discount on the car. I told them I missed four important meetings because of the break down and the guy said "Yes, we're giving you an upgrade and we're not going to charge you any more for the reservation. We're keeping it the same." When I told him I didn't need an upgrade and pushed further for a discount due to the huge inconvenience, standing in the heat outside for 45 minutes while on the phone with roadside assistance, and my several missed business meetings, they told me I can talk to their Amarillo office. They had no sympathy and acted like their branch locations were two completely different companies. Throughout this whole process of standing at their desk for over a half hour, they were continuously answering other phone calls and doing other things while I was just standing there waiting for them to figure out what they were going to do for me. Still by the time that I left they never once apologized for the inconvenience. Incredibly frustrating and honestly ruined my image of Enterprise as a whole. Oh ALSO - while I was standing there they were making fun of a customer's name that they had just talked to and giggled and the guy named Matt behind the counter goes to me "would you be able to say the name 'Bang Wang' with a straight face?" and laughed. Completely unprofessional to first of all even disclose a customer's name let alone make fun of it in front of a customer. I will never be going back here. read more

I was having service work done at a local dealership who rented me a car from Enterprise. I was without a vehicle for two days as they continually said they did not have anything available. When the were able to get me into a vehicle, there was cat hair everywhere! I am severely allergic to cats but had no choice to take that car since it was their "only one left." The next day they traded me to another vehicle. A strong perfume smell was emitted from the vehicle, which the agent said was "probably air freshener" from the previous customer. Come to find out, someone had spilled glittery, sticky perfume or lotion over the dashboard and onto the windshield. This vehicle also did not have cruise control. I called Enterprise and they said that nothing was available since "you get what you get when the dealership pays vs. the actual customer paying." I spent two hours cleaning the dashboard, windshield, carpet, and seats to try and alleviate the smell. You're welcome, Enterprise - as neither vehicle had been cleaned prior to me receiving them (the agent said so himself). The smell still lingered, though not as bad, but still affected my allergies. What did continue to smell was the "stinky feet" smell that constantly came from the air conditioning. I sometimes drive clients for the State of Texas and this made for some interesting conversations in the detriment of Enterprise. My boss' husband rents from Enterprise due to contracts with his job. They have said their quality in Lubbock has deteriorated rapidly in the past few years. Alamo, National, and Enterprise are all the same company, so I normally renter through Hertz or Avis. This rental was only due to the dealership having an agreement with Enterprise. Hopefully, I will not have to go through this process again. read more

DO NOT RENT FROM ENTERPRISE!!! The car was filthy with dust and animal hair, smelled so strongly of smoke that I had a sneezing fit and headaches literally every time I got in it. My clothes smelled like smoke for hours after I got out of the car. I called to ask for a replacement and they said they had nothing comparable available but would call when something became available--they never called. I had the car for 4 days and soon after, I was being treated for a sinus infection. I had returned the car in perfect condition--it was checked in without a problem. A WEEK LATER they sent me a claim saying that the car had been damaged while I had it. I called the guy who checked it in, he too was confused and confirmed that he had not seen damage on it and he had me call his manager. They were claiming hail damage. Apparently the night I returned the car (4 hours AFTER I dropped it off with them), there was a storm, as well as one the day AFTER. Apparently they have a reputation for this kind of thing. I was told by someone in the insurance industry that Enterprise is notorious for doing this--people are advised to have the person at Enterprise checking in the car actually sign something proving that it was not damaged so that if they come back to you, you can show it to them. I haven't rented a car in over 10 years--had I known, I would have been less trusting and more careful. I only write negative reviews if I think it's absolutely necessary and am trying to save someone else from learning the frustrating lesson I'm learning now. It looks like I'm not the only one who has been treated this way. Btw, the local office (located inside Collision King) was pleasant to deal with, it's the managers/corporate that I'm having the problem with. read more

I have used this location over the past year and I can say that they are friendly and extremely helpful!