Customer service 5/5-Every staff person was good but Kira and Mel were great, they were outgoing and professional. I appreciate this Enterprise site offering complimentary water and snacks near the car pickup window. After a long flight and being greeted by the local hot/ humid weather, hydration and a quick bite was nice before heading to my hotel. (Little offers as such makes one location better than another.) My car was ready and my transactions for picking it up and dropping the car off was seamless. read more

I booked through a representative once I had to spend tbe night at the ATL airport. When I arrived at the counter at the Norfolk airport the representative was very very rude to me barely looked up my reservation and said they were sold out. He then proceeded to kindly assist 3 other customers which were Caucasian as I patiently waited for a manager. When I got to the manager I told her what happened and she said yeah we are sold out without listening to my whole scenario. I rent from enterprise all the time so to be treated so poorly was highly disappointing and I will be writing the enterprise corporate office and escalating this unfair treatment. I will apply to take my business elsewhere where they have respect for their customers read more

Absolutely terrible! I made a reservation well over a week ago. I checked it yesterday. I checked it today before I got there. When I got to the desk there were no cars available. I asked the attendant when they thought there might be some cars available. She had no idea. No idea at all. They didn't seem to have a care in the world. In fact, the attendant and the other two there seemed annoyed I would even ask when cars would be available. How dare I? I won't be back to Enterprise at the Norfolk airport. It's not worth the trouble. read more

Marvin was super helpful and car was great! He made everything super easy 10/10 service!!!!

Let's roll Located at the ORF, you first check in at the counter near the baggage claim area. Here I opt to do the gas refill. For Enterprise to gas up the car, it was 30 cents cheaper per gallon than outside prices. It's was an additional $35 service charge. Ooh, you know I was going to return as close to empty as possible. After getting my contract, I took the elevator to the first floor. There you talk to the second service counter to actually get the keys to your car. Leaving the airport garage is quick and easy. Retuning is slightly more difficult. Not too much signage indicating car rental returns. But they're there. You just have to look. Overall five stars. I didn't have any real issues. And happy didn't need to push the car to the return stall :) read more

I have been an Enterprise member for a few years. I have no problems with the direct customer service at the rental spot on Military Highway. Have used them often. Very professional and nice. My problem is with their claims department. Upon return of the van, we had 3 scratches on the van due to tight parking. We reported the slight damages and filled out a report. The claim for 3 scratches was over $1700.00. Our insurance will pay it but this was an overpriced claim. Will not be using them again. read more

Avoid avoid avoid! They tried to pin damage on me that I didn't cause. I did a one-way, single day rental. Pickup was in a different state and drop off was here at ORF. I dropped the car off at night and left it in the possession of an employee who circled/inspected the car, told me all was well, and sent me my receipt. A few days later, I received an email and pictures claiming that the car was damaged (a big dent in the rear) when I returned it. I know for a fact this was a lie. I received an almost $400 bill for the repairs that I had no intention of paying. After several phone calls over the course of a couple weeks, I was ultimately able to get them to drop the claim. Why? Because they FALSELY put into the system that I had done an overnight drop off despite me giving the car directly to an employee (before they closed) and having a receipt from the same day I picked it up. I firmly believe someone damaged the car that night AFTER I dropped it off and I was an easy target for getting it paid off since I rented it last and I didn't pay for their insurance. I am disgusted at the unscrupulous nature of all this. Please do not rent from this company if you can help it. If you can't, make sure you take VIDEO and pictures of all sides of the car at pickup AND drop off. read more

After a long flight from California, I finally arrived to Norfolk International Airport (ORF). From baggage claim, it's a short walk to the rental counters. Enterprise Rent-A-Car (ERAC) is at the very end. I was greeted by Kayleigh who assisted me with my rental check-in. I rented a large SUV, which I typically do so that I have comfortable luggage and guest room. I've rented many times from ERAC and was familiar with the process. I presented her with my driver's license and credit card. And as soon as I looked at my phone wallet, I noticed 2 of my cards were missing. I panicked and remembered I just had it like 5 minutes ago (I was explaining this to Kayleigh). Long-story short: After 30 minutes of backtracking my footsteps to baggage claim (and every possible place between), I get a call from Kayleigh and said she had my cards! I dropped it at the counter and one of the employees found it. As I was taking to her on the phone, I made my way over to the counter within a minute (I was just by the elevators around the corner) and got my cards back from Kayleigh. Thank you, Kayleigh and the other employee who found it! Now my large SUV was a 2023 Nissan Armada. It was clean inside and had plenty of luggage space for the back row. It drove really nice and had no issues with it. I opted to get prepaid gas so I returned it with whatever gas I had left, which I always like getting because who has time to stop by a gas station when you're rushing to get to the airport?! Returning to the airport was easy too. I just used GoogleMaps to find my way to the airport and followed the signs for RENTAL RETURNS. Overall, I was completely satisfied with my week-long rental and was happy with the customer service from Kayleigh - she went above and beyond. Thanks, Enterprise! read more

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The nice ladies that rented the car to me at the front desk were great. They were both professional and kind. I did not receive a bill through my email that I have to turn in. The customer service line for this company is trash. the agents do not speak English well and are rude. They were not very helpful unless being sent from one department to another is helpful, which I did not find it to be. read more

Laarne at the pickup desk in ORF was so nice and helpful. Our reserved car class was upgraded, and we had no problem with our reservation even though we arrived more than 12 hours after our originally scheduled pickup time (flight cancellation). Pickup and dropoff were both painless, the car was extremely clean, and Laarne even recommended a restaurant where we were planning to visit that did not disappoint! We would definitely use Enterprise at this location again. read more

Picked up a car one night during an emergency. The vehicle was supposed to only be $52, but they charged my card an extra $310 deposit. I'm not understanding why that is the case for a minivan. I could see if it was a more expensive car or something. It wasn't. Anyway, the check in was quick & the rep was friendly. The floor was marked for social distancing & sanitizer was available. He wore a mask & so did I. He sent me to the garage to pick up the van & the other rep there was pretty friendly too. She looked at my contract, gave me the key, and sent me on my way. When I brought the car back the next day, the check out process was just as easy. I didn't have to get gas because the van was still full. I will definitely use them again if I need a vehicle. I just won't be paying that $310 deposit. read more

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Don't even think they will have a car after you made a reservation. Garbage company, I'm surprised more people don't sue.

Came through for the weekend with my bro and went through enterprise for a rental. Big shot out to LR, customer service and satisfaction on point she can probably run this place hung over, with one shoe, and no makeup! I travel often and this is definitely one of the rental places I don't mind working with. When you come here, don't be a jerk to them because the crying baby got you in your feels. read more

I rented a vehicle from Enterprise on 01/31/2025 from the Enterprise in Chesapeake, VA on Battlefield Blvd. I requested a mid size SUV, however I was upgraded to a Tahoe which was too big for me. So I went to Enterprise at 3125 Western Branck Blvd to exchange for a smaller SUV. I was able to get a smaller SUV, however it was dirty in and out. I asked them to cleaned both, however he only cleaned the inside. I had to use my own money to have the car cleaned before traveling out of state. Once in the car, the car on completely on EMPTY so therefore I had to get gas. I am very disappointed in the nonchalant attitude of Noah and I will not be renting from the Enterprise on Western Branch Blvd ever again! The Manager's attitude was terrible as well! read more

This review is late by quite a bit but this enterprise was really great the customer service I received from Ajae literally made my trip worthwhile. She not only took the time to help me get a better deal than what I was originally looking for she walked me through the process step by step until I was satisfied. I would 10/10 recommend this to anyone I know but even more so if I know she'll b at the counter because her customer service was in itself a tier of its own!!!! read more

To: Steinel, Jeremy D Jeremy.D.Steinel@em.com Subject: Re: feedback This is unacceptable. If an apology is the best this business can offer, then please discontinue my membership. Thanks, KQ Good Afternoon, Yes sir, I did see the notes that were added. I believe we sent the vehicle to be repaired so we appreciate the notification. It appears customer service alerted us on 03/02 at about 5:30pm regarding the issue, then the vehicle was returned the following day. I apologize for the inconvenience and if no one reached out regarding the swap out. That being said, the vehicle was returned less than 24hrs later and so someone may have had intentions to reach out, but the vehicle had already been returned. Unfortunately since the contract is now closed there is not much more that I can do, but apologize. Image Jeremy Steinel Assistant Rental Branch Manager Group 21 | Norfolk Airport +(cc) 757-510-4382 direct jeremy.d.steinel@em.com 220 Norview Ave Norfolk, Virginia 23518 enterprisemobility.com To: Steinel, Jeremy D Jeremy.D.Steinel@em.com Subject: Re: feedback Hi Jeremy, Were you able to see the notes on the complaint I reported to customer service about the head unit malfunctioning? My concern was not being contacted to exchange the rental for a better driving experience using an enterprise rental or offered anything for a future rental. Thanks, KQ Subject: Re: feedback Thanks so much, and to clarify, what exactly was your question regarding. It shows your contract as being closed out and all the billing looks to be correct. Image Jeremy Steinel Assistant Rental Branch Manager Group 21 | Norfolk Airport +(cc) 757-510-4382 direct jeremy.d.steinel@em.com 220 Norview Ave Norfolk, Virginia 23518 enterprisemobility.com To: Steinel, Jeremy D Jeremy.D.Steinel@em.com Subject: Re: feedback Hi Jeremy, Here you go. RA #### KQ Subject: Re: feedback Good Morning, I would love to look into this for you. Do you by an chance have the reservation number or rental agreement number to our most recent rental with us. Image Jeremy Steinel Assistant Rental Branch Manager Group 21 | Norfolk Airport +(cc) 757-510-4382 direct jeremy.d.steinel@em.com 220 Norview Ave Norfolk, Virginia 23518 enterprisemobility.com To: Enterprise Rent-A-Car, Norfolk Airport EnterpriseNorfolkVA@erac.com Subject: feedback Hello, This email is for a feedback text after renting a car from this location. We rented a car from this location last month and while in the rental the head unit suddenly stopped working. This issue was reported to customer care. We attempted to exchange the rental but we never heard back from the rental location and we still have not been contacted regarding this. Kevin read more

Was told upon arrival I would have a 30 minute wait for my rental! It's pushing 45 minutes now! I've been up since 2 am, I'm ready to get the heck out of here!!! Not too mention as I approached the counter 2 of the woman's were having a nice long chat of about 7 minutes before even recognized! Bad bad business!!! read more

Worst most terrible experience of my life with a car rental service! Do NOT come here. I reserved my suv for pickup, and was told - I had to wait 24 hours. But to be safe, I made ANOTHER reservation (as per the front desks instructions). When I arrive the next day after spending $350 on a hotel, I'm rudely greeted by the impatient and annoyed KyMia who didn't help me get my car from either reservations. I hold enterprise responsible for ignoring both of my reservations and causing havoc and ruining my plans I reserved for - twice. Utterly pathetic and disgraceful to let a couple and their baby without car even with 2 reservations. I will never ever use Enterprise again in my life and be sure to let everyone know to steer clear of their antics oh, I also called and was told someone would call me back. when I asked for a manager they transferred me - to a non verbal person who hung on me after 19 minutes. 0/10 read more

Enterprise in Norfolk was hands down my best car rental experience. Check-out was quick and efficient, and the guy at the front desk was very professional, genuinely pleasant, and friendly. He knew exactly what to do and gave us clear instructions on where to locate our vehicle. We even received a free upgrade without asking; pleasant surprise that worked out really well during our trip. Check-in was just as painless, effortless, and friendly. We drove right into the lot where two guys were ready and waiting. They did a walk-around, quick scan, and release. It was raining, and rather than having us wait for the shuttle, they were kind enough to drive us to the terminal using the car we had just dropped off. Now that's service! I definitely favor Enterprise out of all the other guys, and this location in particular, is the gold standard. read more

I'm still in shock over how I was treated by your company today. There were a plethora of possibilities to make things better, but the situation only got worse and worse as the day went by. The story begins with the reservation process. I was pleased to find a seven-passenger SUV for only $140 for a two-day rental. During the checkout, I specifically made sure to confirm that I could pay using a debit card. I took a screenshot of the page that led me to believe that I wouldn't have a problem: When I arrived at the counter this afternoon, I was greeted and invited to share my driver's license and form of payment. The moment I produced my debit card, I was informed that I would need a credit card. I pushed back, letting the agent know that I specifically checked on that while making the reservation. He apologized and sent me away. I was irritated and took my driver's license out of his hand without saying anything else. This must've upset the poor boy because after I turned away he quipped, "No need to be snatchy". After leaving I contacted your phone support, hoping to move my reservation to another location so that I could still pick up a vehicle today for my road trip tomorrow. The Filipino woman was polite and helpful, spending at least 10 minutes searching for another location that I could rent from, but ultimately only giving me an option for a minivan priced at over $600 for two days. I told her that this was unacceptable unless I would be reimbursed for the difference. Since this wasn't possible, I informed her that I knew that the airport location that I had reserved from had the vehicle I wanted on-site, but that they wouldn't let me rent it because of the debit card issue. She told me that she would make a note on my reservation that would override that idiotic policy limitation so that I could rent the vehicle. I asked her to stay on the line while I went back to the counter. As I got back to the scene of the first violation, our triggered young man made it obvious that he wasn't going to help me in any way. I asked the support specialist on the phone to explain to him what she had done. He didn't care, "I'm not going to help you since you were so snatchy earlier", he explained. Three other employees just stared me down. I couldn't believe that I was getting treated so horribly, so I walked out again. I asked the phone support to pass me to a manager. I waited for about five minutes to get to an escalation specialist. He spent another 10-15 minutes trying to do the same thing that the first phone specialist did, to no avail. After explaining the situation, I was simply requesting that since there were no other options available outside the airport, to exempt me from the no-debit-card policy. He told me that the only one with the authority to do this was the manager of the location in question. I asked to be connected to him, and he obliged. The manager was calm and listened patiently while I explained the whole situation to him. I fully expected that he would overturn the unacceptable policy so that I could receive the vehicle I had reserved. He did not. I asked if I could get a company credit to rent another vehicle at a different location since everyone was out of my requested seven-passenger SUV. He assured me that he couldn't do it. I asked him how it was possible to rent the same vehicle that he had on-site with the same card I had in-hand from a location only two miles away, but it wasn't possible to do the same from him. His answer was some worthless drivel about corporate policy insurance requirements. After pleading for a few more minutes I realized that this manager reflected well the corporate disdain for us little debit card people that didn't have round-trip airline tickets. I rent vehicles about ten times per year. Sometimes full-size vans for my church. You can be sure that Enterprise and its ilk will not be receiving any more of my money. I hope you drive away all of your customers with this worthless and annoying policy. You can be sure that I'll be leaving negative reviews EVERYWHERE I can find a place to do so, like these: https://goo.gl/maps/JKkpDGhvERp https://www.facebook.com/EnterpriseRentACarNorfolkVA211E/?eid=ARDewCv2KzJ_KtwK56-A2JOg5t8kG25ijpG3BG7hY9KZ6zKoDzBEmf8CiyMpRy5kb4y3ieRW1Yv3qd5L&fref=tag https://twitter.com/adamdragoon/status/1116821249320214531 https://medium.com/@adamdragoon/nightmare-at-enterprise-d9e18a56f9 read more

Enterprise Rent-A-Car - Car Rental Near Me - Norfolk, Virginia

The Enterprise system is broken. I'll not rent from them again. Here's why: 1. I arrived at Norfolk with a reservation. There was one counter person, and ONE customer in front of me. After over 10 minutes waiting, with no end in sight, I walked over to Budget, and am glad I did. Budget matched the Enterprise price, and I was ON MY WAY TO THE CAR with the original Enterprise customer still waiting. 2. On my last visit to Enterprise, they had initial issues renting to me because they thought I had a car that had not been turned in (from 6 months ago). I had no such car, and this lengthened the rental process by about 10 minutes. 3. I've been finding that Enterprise has the most distant pick-up location. Not a huge issue at Norfolk, but it's a hike in Orlando, and in the deepest, darkest, recesses of the parking structure (and not well lit or identified). Enterprise used to be the benchmark. No longer. read more

I travel and rent cars a lot. This was not my usual brand, but a colleague booked it, so no problem .... until we arrive to Norfolk and no cars are available. The attendant told us they are servicing cars, and we'll have to wait 15-20 minutes. Okay, super annoying, but okay. 30 minutes later, no car, and no estimate as to when one will be available. We had a reservation, status, etc. Nothing. No offer to upgrade. No taxi with car delivery later. Nothing. While the service was polite, this is the south after all, the execution was disappointing, and it was amplified by the lack of information. read more

The car was to be picked up by noon, it is al.ost 1 and there are about 20 people ahead of us to pick up a car. The only thing the employees can tell anyone is that the cars have to be "brought"up and cleaned and cannot give an estimate of how much longer it will take. read more

4 stars for the service Very friendly and gave me a free upgrade. Also, it was a brand new car with 25 miles on it. Hardly any wait and they had three reps waiting to help. Easiest rental yet.... read more

Enterprise Rent-A-Car - Car Rental Near Me - Norfolk, Virginia

This place is making it off of being attracted to the airport. They have no shuttle and one escort. They said the attendants are not allow to drive you to the airport. People are walking in the rain because they are telling everyone it will be a 15-20 minute wait. This is pour customer service. It is raining cats and dogs. They should have a shuttle service. read more

The company software picks the "preferred" vendor for each individual trip. There is usually a close race but with a corporate rate you wind up using the same establishment more than once. "The Good" - Enterprise usually has a decent selection of cars and they are very good about keeping the nonsmoking aspect in effect. Even if someone does smoke, you cannot tell (or at least I can't and I am not a fan of smoke) - XM / Sirius or Sirius / XM. Either way most of the cars are still under that one year free sample. Its good to get the different variety of satellite radio. - The gas tank is filled when you pick up the car. Surprisingly this is not standard. - The cars are clean, and on a large number of occasions still wet from being washed. "The Meh" - Approximately four years ago I bought a GPS (thank you, thank you; I figured it was time...) Sadly, they are not capable of removing it from my profile as I have one waiting for me every visit. Now granted, this is fine and I would not be happy if the situation were reversed. However, someone else could possible use the one waiting. - I have been to Cleveland and other Ohio Enterprise locations where the workers introduce themselves, shake your hand and try and get to know you on the walk to the car, here.... not so much with the caring. "The Bad" - Compact cars should be banned from all rental car places. This is not just Enterprise but all of there. There really is no reason. - The airport location is horrible for returns. The return lot is on the opposite side of the airport from the garage where you park. There is no shuttle and its a nice walk in the rain. I do not mind a good walk, but I like to choose to walk, not be forced to walk. All of the rental car locations are in the same situation and they should work with the airport to find a better solution as this one is not working. read more

Enterprise Rent-A-Car - A view of the counter. - Car Rental Near Me - Norfolk, Virginia

If I could give no stars I would. Reserved the vehicle on Wednesday to pick up today. Got to the airport to pick up the car and like others when my drivers license was put in their system (VA drivers license) told they couldn't verify me. Asked if I had recently moved - haven't have lived at same place since 1997. Was told can't show any other proof of address and they could not rent a car to me. Apparently this has been an issue with VA drivers licenses and THEIR system (guy behind counter even verified that) for a while and it appears they have no plans to fix it. I wish I had read these reviews prior to reserving. This is not my first time with Enterprise but I can tell you it will be my last. read more

UNBELIEVABLE! Mr. Riddick (Branch Manager), I suspect you're getting a lot of emails from disgruntled vehicle renters, but since I was forced to sit in line for 50 minutes just to see a desk clerk THEN waiting for over AN HOUR to get into my car (with no time estimate in sight), I am FURIOUS as are the 50 people I'm waiting with--ON THE FLOOR because all the chairs are full. I booked this car over a month ago as a formal reservation. I'd expect, and think you would too, that a reservation MEANS THAT A CAR WILL BE RESERVED FOR MY USE upon arrival. You asked my arrival time, my airline and flight information yet, there's no car? I thought this might be a fluke, so I go to your yelp reviews and see that other customers OVER A MONTH AGO are experiencing the exact same thing. This tells me that you, as the Branch Manager, are full aware of this horribly broken process yet after several weeks, there doesn't seem to be any improvement? I'm sure you're a great guy and a decent human being, this is not a personal attack against you versus, wait, let me count 104 RAISED EYEBROWS pointed at YOU right now to please, do something about this! read more

i reserved a vehicle online, when i got to car rental place they did not have any vehicles to rent me. happened twice. how can you reserve a vehicle stating you have it and then dont. i called corporate and they said they get back to me. never did read more

I just had the absolute worse car rental experience ever from this location. The manger Nate did nothing to help assist me and he even lied to my face. His staff was also very rude and unprofessional. I do not recommend this enterprise. I had a reservation Saturday October 3 until Thursday October 8. The evening of Tuesday October 6 the car breaks down on me at a stop light. I called roadside assistance and was initially asked to bring the car in myself which I thought was terribly unprofessional seeing as I reported that the car cut off and had a burning rubber smell inside . A tow driver was sent out by their roadside assistance representative when I refused. She also stated that I could go pick up an exchange vehicle from the airport after the tow because it was the only one open. No arrangements were made for me to get there. The tow driver came and stated that he would deliver the car to the nearest enterprise which wasn't the airport location. When I arrived at the airport to pick up the exchange the night staff did not seem to want to be there. They were complaining about their hours to each other. They were rude and seemed as if I was bothering them to be there. They show no care that the vehicle I rented from them broke down on me and I was out of a rental on my trip. I was told by the manager Nate that I was pretty much stranded that night because he was not able to give me another car. He stated that the car was brought to the wrong location by the tow and because he could not inspected it I was not able to get another. Where the car had been dropped off was not far from the airport, so I asked him was there any reason he could not go inspect the car there. He stated I had the only key to the vehicle which was now in the drop box. He said sorry there is nothing I can do tonight but a car will be brought to you in the morning and the bill will be adjusted. When the morning came no one reached out to me about an exchange vehicle. I only received an email at 8:30am stating that the car was returned to the airport at 7:18 am Wednesday October 3. I had been charged for the day the car broke down on me and to refuel it no adjustment was made. read more

Reserved a car online and went in early to pick it. They apparently sold out by the time I got to the rental place. Called the company customer service and they redirected my reservation to another store 7 miles away. Not only where they going to charge me more for the same car ​at that shop, I asked the representative to verify that that store had a rental for me. Half way to that store I got a phone call saying that that shop was sold out for the day as well. Called costumer service again to put in a formal complaint and speak to the manager and they never reached back out after giving them my details read more

Booked a reservation through enterprise months ago. When to the airport to pick-up the rental and was denied because the system couldn't verify my address. The manager came out stated there's nothing he can do about it and refuse to rectify the issue. I will not be renting from them in the near future. read more

The Norfolk International Airport Enterprise location delivers excellent and quality service every time. Maddison is truly an asset to Enterprise. She exudes class and confidence. Her smile and genuine warmth can light up the whole room. She treats customers with kindness and respect. Enterprise must be very proud of this young lady! I know I am. Thanks again Maddison for making my experience a pleasant one. God bless. read more

My company is one of the largest corporate customers for Enterprise Rent-a-Car in the nation. Often, the local Enterprise locations will offer a free upgrade or free fuel, but I never ask for fringe benefits and I don't expect them to be offered. So when my corporate travel decided that I only needed to be in a "compact" car, I just accepted it for what it was. They stuffed me into a Hyundai Accent with manual doors, manual windows, no alarm. No problem, I drove off. On my way to the hotel, I discovered that the cigarette lighter wasn't working. I wouldn't normally trip out on this since I don't smoke, but I couldn't use my GPS without the aux power. So I turned around and called this Enterprise branch from the freeway. Some guy answered and said that it would not be a problem to exchange cars, and that a car would be waiting for me when I arrived. When I got to the airport return car lot, I explained my situation and found that there was no car ready. There was only one woman working, and she kept trying to stuff me into dirty cars with no gas. After waiting about an hour, she finally said that she was going to give me a free upgrade and started looking for any clean, fueled car. She finally found a suitable car (clean, full tank) and I started to load my gear, when lo-and-behold, a Hyundai Accent pulls up and a porter hops out saying "Your car is ready sir!" So this woman then says that since this Hyundai Accent is ready, she's going to take me out of this Dodge Charger that I've just put my gear in...Okay...whatever. When my trip was done, I brought my rental back to the airport, and the person who checked me in was the same woman who jacked me around for an hour waiting for a car. I guess she didn't remember me, because she asked if I could rate her performance excellent. I asked if she remembered making me wait an hour for a replacement car and her jaw dropped a little bit. I know shit happens, but you really, really cannot expect someone to wait an hour for service then expect to describe that as excellent service. read more

I give it one star because it will not allow zero. I waited 55 minutes for a car and I am now the 6th person in line. So for being a loyal plus customer this is not acceptable to leave anyone waiting this long. Update it's now been 1 hour 20 minutes still no car... read more

I had a car reserved when I flew in to Norfolk on business. I needed a car to travel the next day to North Carolina. When I arrived I was told, "Sorry, we overbooked by 10% and don't have a car available for you." I was told that maybe they would have one the next morning if I could come back. I came back the next day and the manager found a car for me, but I was offered no concessions for the lack of availability of my reserved car or the inconvenience and expense of cabbing to my hotel and back. I am an Enterprise Plus customer and rent cars on business all the time and this is by far the worst experience I have ever had. What is the point of making a reservation if they give out my reserved car to someone else? I went to the web site to complain about the poor service and the web site has a bug in that you are required to list the rental location by a search field; however, the search field can not only not find the Norfolk locations, but in fact can not find any locations in North America. I guess it is pretty easy to think you are doing a good job if your complaint line doesn't work. read more

I travel a lot for work (about 175k miles in past year) and go to many different rental car places. Unfortunately, I don't get to choose my rental car company and have to go with whatever the lowest-bidder is. When you go with the lowest bidder, you can expect some pretty poor customer service and unpleasant experiences. That being said, I was very pleasantly surprised with my experience at Enterprise in Norfolk. Significantly better than average. James at the counter was cheerful, professional, quick and efficient in getting me in a car and on my way. The car was clean and didn't smell of nasty stuff (I wish I could say the same of other places I've rented cars). When I turned the car in, James was there to check me in, and again did so cheerfully and quickly to get me on my way. Well done! read more

I have had three solid rentals at this location. All of the cars have been newer and no issues what so ever. Check in and check out were painless and receipt was emailed to me as I dropped off this time prior to them opening which makes it easy for travel claims. Never feel pressured on the up sale and have been given an upgrade just about every time. Solid customer service in my book! read more

Car wasn't ready at scheduled time, waited an hour, car was filthy inside, was told nothing could be done since they were "sold out". Been to many enterprise locations, this 1 was the worst. read more

I am writing this review due to my experience with this location. I rented a vehicle and it had mechanical issues so this was the only open closest location. When I arrived Kayla Wheeler manager on duty swaps the car out with a car that was un-serviced and uncleaned. I informed her of this and she said look in the lot for a clean car and she would return to help me. Wheeler never returned to the lot and it began to rain. I walked in the rain over to the terminal to sort out the ETA of Wheeler after one of the lot attendants called her and she stated she will be back to help me in 10 mins. After a hour of waiting I spotted a Hertz employee and asked if she knew where I could find Kayla she said or your the one with the Rouge ( so Kayla had time to talk about me to others but not help) she stated Kayla was in the garage and I could walk over to find her. The terminal staff stated that she will be at the return lot so I walked back in the rain and no sign of Kayla. I then ask the lot attendant under enterprise where could I find Kayla he responds she is gone like im gone so I then asked for his name and he responded I don't have a F- ing name. Whatttt this was in front of two Hertz lot attendants!!!! I then go back to the terminal explain to them still the situation that's when only one guy decided to help and he was not even the manager (he should be the ones they have as managers don't value the position). When the manager came back I asked him has he located Kayla he stated she was at the lot so I drove over to inquire why did she leave a customer un-assisted she said I don't know what your talking about I thought you were assisted. So after everyone calling you Kayla telling you I needed help you didn't know LIES. Then she goes on to say I had things to do and now I am helping other customers. When I asked her about her lack of customer service in a calm non aggressive tone she responds I am not going back and fourth with you and I am calling security. Kayla really??? Your calling security on your job performance get out of here. I would not rent from this location go to HERTZ they have nice people. And final thing why do I have to locate a manager who is not willing to help a customer and then wants to pull the distress card and say I am calling security. Really so I am awaiting to speak with a manager before my flight leaves out. But beware!!!!! read more

Enterprise Rent-A-Car - This is the trash in the car that Kayla Wheeler gave me really. - Car Rental Near Me - Norfolk, Virginia