I rented for 31 days while my car was in the shop. My first car had a broken seatbelt, my second car had a smoke smell, my third car did not have any washer fluid. Leading to separate visits back to enterprise to swap out or rectify the problems. The other issue is by the 3rd car i asked to upgrade to an SUV with AWD and was verbally quoted about an extra 7 dollars per day. It ended up being double. I never signed a new agreement on the new numbers and did not receive a new RA. These were all avoidable and preventable issues, and I am the only one that has to suffer the consequences. I reached out to enterprise directly and they never responded. So i opened an AMEX dispute and they fought it. AMEX ended up doing a chargeback in my favor. Now enterprise sent me the bill and is arguing with me via email that signing an agreement for one price automatically means I signed an agreement for a new price. Then they tried to lie and say I was given the correct price verbally. I also had to complain about turnpike fees, i took toll roads the entire 31 days and paid cash every single tried, they tried to bill me anyway (it was refunded). Unsafe cars and shady charge practices here! Avoid it at all costs! read more

I have a reservation but am being told the entire area of western Richmond is out of cars. Very odd and likely highly unusual so maybe this issue took them by surprise...giving the benefit of the doubt... Since 9:25am they told me they are "working on solving the issue" but I have heard nothing. I am unable to drive 1 hr to the Richmond airport where they do have cars due to insurance limitations and apparently a totally different Enterprise system at the airport. Hmmm... read more

Mattie picked me up. Amanda and Deiondre helped me in the store. A+ all around. Amazing crew.

Arrived today ready to pick up my car for a weekend getaway... I'm excited because I am ready for fun, food & relaxation. I arrive and am told the system is down. Ok, no worries. I observe a customer go get his car and the car battery is dead! I'm thinking this ain't good business and it does not apply to me so I proceed to ask about my rental. " we tried calling you to inform you that your car has been cancelled ". No ma'am you did not because I haven't received a call and my number is still on and I've rented from here before and this is unacceptable. When I ask if they can help find me a car and they said no. I'm totally heartbroken and I am upset because why make reservations if they ain't honoring it... there was no empathy or customer service. Unacceptable behavior & work practices I called corporate and hope that this is resolved read more

In short, the worst experience. Ever. Here's what you they need to fix: 1) Have more SUVs. I am older and have a bum knee. They gave me a small car that I told them would be very difficult to drive because of my disability. 2) Check if their cars are working. 4 days after renting the small car, they had a SUV that had a nail in it when I got it. There was a light on the dash when I drove away but I was late for a meeting and left anyway. Later when I could figure out the car buttons, it showed a low tire. Eventually it went flat. Had to turn it in and, of course, no other SUVs. To add insult to injury they put me in a Mustang which was even lower and impossible for me to use. 3) Hire people who give a crap. I kept calling the location (Staples Mill and Broad in Richmond VA) to get an SUV. They finally had one and the manager said to come pick it up. When I got there, they had rented it. I had to drive 30 minutes there and back. I was furious and the Enterprise employees were not helpful and had a snarky attitude. When I complained they actually tried to take my keys. Really??? THEY told me to come get the car and that they had one held for me. They've been trained to say "I understand" they need to say, "we are so sorry" and "Let's see if I can figure something out for you and actually TRY to help me." 4) They need to clean their cars. All three cars were filthy. The Mustang's windows were so filthy, that I had to stop on my way home to clean them at a gas station because I could not see with the glare from headlights. This experience was infuriating. I own a company that regularly rents Enterprise trucks to supplement our fleet. I'm so pissed I am moving our business elsewhere. I will never deal with Enterprise again and I would recommend you do not too. read more

My insurance company arranged for a rental car here while mine was in the shop. I had a pretty good experience - service was pretty solid. They called to confirm my rental car and I very much liked how they are open on the weekends. The staff on the phone and in person were both nice and answered all my questions. The process of getting my rental car was much faster than expected. For returns, it was so convenient for me to drop it off with my body shop instead. Just a side, if you're using the GPS and coming on Broad street, it doesn't actually let you make a left into this Enterprise so just be aware! read more

Enterprise Rent-A-Car - Inside - Car Rental Near Me - Richmond, Virginia

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Amy and Amanda were so helpful and saved the day. My reservation was accidentally booked for the wrong day and they went above and beyond to get me out of there promptly. So grateful for them!! read more

Got a rental vehicle through my insurance while it was in the shop getting repaired. Enterprise did pick me up from the body shop and drove me to there office. It took about 10 minutes to get all the paperwork done and get me into a car. They did let me choose from similar style cars and I ended up getting a Mazda cx9. It was a higher trim with the nicer amenities however the key fobs were a mess. The covers was missing on one and the other was falling apart. The car had a funky smell to it, but did the job. Returning the vehicle took 5 minutes, and the staff was very friendly. Overall a decent renting experience. read more

You simply cannot rely on these people. Why bother with a reservation when the car won't be available? Ridiculous read more

This location is absolute trash!! Not only did we reserve and request a vehicle that was suddenly on the day of UNAVAILABLE, the car we did receive was DIRTY! We literally had to pull over at the start of our drive to clean the windows and car. They assured us the car that we requested (to fit our occupants and luggage) would be there ALL WEEK, assurances ALL WEEK! Turns out the employees at this location are complete liars. Literally FIVE hours before we go to pick up the car they call and say the car is NO LONGER AVAILABLE! Totally trash people and location. The thing is companies like this assume that you are in such a tight that you won't blast their lack of customer service and complete incompetence. They picked the right one. Save yourself the trouble. Rent from reputable dealers that honor their reservations, treat customers with respect and handle situations BEFORE the day of. read more

We picked up a car that was paid for by our body shop and the car was very visibly damaged and the bumper almost flew off when driving on the highway. They didn't attempt to fix any of it before renting the car out again. Also after pulling off and rolling the windows down it was discovered that the car was full of dog hair everywhere, and it was apparent that they didn't even vacuum the car before sending it back out. I called back and told them how dissatisfied and disappointed I was and all the associate said was "Sorry" and told me to either vacuum it myself or bring it back so they could vacuum it out when I had no time and had to go to a meeting. This was highly unacceptable on all levels and I will probably not be using them again especially at this location. read more

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Had a very nice experience at this location. I ended up having to return a one-way car rental for which they were unprepared. I contacted the main customer service number about my issue and was promised that this location would contact me back. No one did, so I drove to the location directly with the vehicle I needed to return. The staff there ad not heard from anyone regarding my return but were extremely helpful, kind, and prompt. They helped me resolve the return quickly and painlessly. I appreciated their ability to turn on a dime and get me and my situation taken care of. I did have to contact the Hadford location in VA to resolve some paperwork and deposit issues -- but the West Broad Street staff in Richmond made sure I was satisfied before I left their location. read more

This location is the worst. I should've ran when two of the red flags were the car I wanted ended up not being on the lot when I got there and Brandon the salesmen was more worried about my personal life and admiring my body then the car he ended up putting me in. Now I'm responsible for damages that I never was able to see or to get pictures the day of.... However, they sent me pictures 3 weeks later and wouldn't allow me to come back on the lot to see for myself the week of the complaint. I'm a legal assistant so I have time for all this foolishness. read more

Had a reservation for a vehicle weeks in advance show up the day we need it and the person working didn't even attempt to accommodate us. Being a long standing customer I'm am appalled at the sheer lack of care and laziness of the person in charge. Do NOT GO TO THIS LOCATION IF YOU WANT TO RENT only Drop off. They only care about getting paid ... not making money for the company. Choose a different location!!! read more

Enterprise ruined my birthday celebration weekend. I live in RVA and Staples location is trash just like another reviewer stated. I reserved a car from Enterprise on October 14, 2023, to pick up in October 21, 2023 for my birthday trip out of town. I called the location to inform them that I was on my way in a Lyft today. Unfortunately, before I arrived I called the staff informed me that they didn't have a vehicle available and claimed that they had called me 48 hours ago. Why would you wait 48 hours to call when I made the reservation a week ago. However, this was a lie as they called my old number instead of the updated one on my reservation. I checked my call log and there was no call from Enterprise. I spoke to the manager and expressed my disappointment in their poor customer service. I had made a reservation a week ago, on October 14. The smart mouth manager and staff lied. The manager said with a smart mouth, "Well when Enterprise you should answer the phone" This was uncalled for and caused me to waste $12 on a Lyft ride. I have reported Ms Campbell to corporate and I want to be reimbursed for my money. They stated It is Virginia Union University Homecoming. Well, I am a VUU alum so what's the point of that excuse? They ruined my birthday weekend celebration. This is the second or third-time Enterprise has done this to me. I have been a customer since 2015. Well that stops as of today read more

I needed a car rental after being rear ended, as my car was being worked on. I work on a farm and needed a particular kind of vehicle. I was anxious. Robin or Robyn was of the utmost help and was very professional and friendly. I can tell he is a hard worker and an asset to that business. Every single individual I interacted with was above and beyond -down to the gentleman who cleans the cars- and I can't tell you how smooth and painless it was! Thank you read more

This location has been around for quite some time and the service is still great. We were requested a pickup from our arrival station and had to wait due to a queue of others needing the service. Once we were in the van, everything went well and we were checked in and received a car promptly with a free upgrade. The first car was left "loved up" by a pet, a different vehicle was washed and vacuumed immediately. The rental went well, vehicle was in good shape, and we returned it without any issues. Will definitely return to this location when visiting the family again. read more

Not a fan for the following reasons: 1) You close at 5:30pm 2) Despite all those friggin TV ads, you would not pick us up even though we were stranded and without a working car. 3) You gave us the numbers of other Enterprise rent-a-cars despite us telling you we already called 'em and told you they have ZERO cars. Way to go... Enterprise Good? Not at all... read more

We came to Enterprise on a Saturday morning to rent a truck so we could haul furniture to our new house. To my surprise, there were about 10 people waiting in line for rental cars when we got there....and only 2 employees. Even though we had reserved our truck online, we still had to wait close to 30 minutes until we were helped. Meanwhile, the phone was ringing off the hook and the employees were just letting it ring. However, the guy who helped us out was very friendly and personable and gave us a brand new F-150 to drive. The prices are reasonable and I highly recommend you rent a pickup truck to haul small amounts of furniture as opposed to a cargo van or larger truck, which are usually more expensive. I do find it weird that Enterprise's policy on gas is to just leave it the way we rented it, which was close to an empty tank. Overall, it was a good experience but I would suggest they bring on more employees for Saturday morning hours. read more

No hassles gettin a rental on a Friday afternoon, might've been lucky they had cars rolled out with a Chevy impala 2019 that spoiled me with all the features. The employee there helpin me out made the process quick and smooth as butter read more

great service, reasonable rates. I accidentally returned the car to the wrong location in Richmond. No problem. They even drove me to the train station afterwards. Enterprise is not the cheapest, but they are by far the most service-oriented and customer friendly car rental service. thanks read more

I had my car stolen right after I moved. I had my ID, debit card, credit card, bank statement, and insurance statement. Still would not rent to me. Walked 1/2 mile to their competitor Budget. Thanks for not cutting me any slack. I also showed them my bank balance to assure them I had money to pay. read more

I have been renting from Enterprise for years and loved the service, I've never had a problem. I generally rent vehicles at least 2-3 times per yr. In June of 2020 I rented a vehicle for about 2 days returned it as scheduled no issues my home rental location was the Staple Mills location located on West Broad st, Richmond Va. I reserved a vehicle for a week in November 2020 on the website and read a notice as follows: "Please Verify Your Account Details" It is important that you call us at 1-757-476-7900. We have uncovered a problem associated with your account details, which if not resolved, may result in a delay in completing your rental transaction or prevent us from fulfilling your reservation at the time of rental. I have called this phone number for one week before my scheduled pick up date with no response, left messages no one called back. I then went to the Staple Mills location on my scheduled pick up date only to be told my reservation was not in the system. I then presented my reservation number which I received via email. The associate told me anyone can make a reservation and my information was not in the system. They also could not inform me what was wrong with my account and was unable to resolve or verify the information, I was then given the contact phone number to call 1-757-476-7900. I took me three weeks to finally be able to speak with an "account manager" located somewhere in Norfolk/VA Beach. The associate took my information, he informed me my account was blocked, Enterprise will no longer allow me to rent their vehicles. I asked the reason for this decision; he was unable to give me an answer and promised someone will call be back. Today 01/11/2021 I have not heard from enterprise. This experience cost me a lot of money, I missed my flight out of DC airport and lost my vacation because I could not rent another car that same day. With this experience I will never ever recommend this company to anyone. I have reported this to my company who uses this company and learned my experience was not the only compliant they received and is currently reconsidering future use of enterprise services. I hope this review helps anyone else who is considering using this merchant. read more

I had gotten into my first accident, not knowing anything about the insurance process, process of obtaining a rental etc. Johnathan at the Staples Mill location made everything absolutely seamless, worked above and beyond to make sure everything was taken care of extremely quickly during this very anxiety-ridden time of my life!! He had an answer to anything I was worried about, leaving me no room for hesitation or doubt. I also would like to shoutout Ethan at the broad street location and the girl at the front desk with the textured bob (her name has gotten away from me!) They were the ones who had the car I needed in stock and carried out the process of fulfilling my paperwork and making sure my car was road ready. They were so friendly and personable. I am so so happy with Enterprise and every single employee I interacted with was such a bright light during my time of need. Thank you all so much. You will most definitely be receiving my business in the future. ten out of ten! read more

Know your insurance coverage before renting a car here. They will take advantage of you and talk you into insurance coverage that is not needed. read more

Very disappointed. Made a reservation via priceline (first mistake) for 3pm pick up on a Saturday, was never informed that the branch closed at 3pm. Arrived at the branch at 3:20 and employees were spool working but doors were locked. Pleaded with employee for 20 minutes to help me out (was renting the car for a trip to pick up a friend in philly at the airport at 8pm and come back to rva) instead of just helping me , the guy instead spent the 20 minutes repeating there policy, over and over. As frustrated as I am with priceline for not informing me of the branch hours, I'm even more disappointed with the lack of compassion shown by the branch employee. I'll be posting reviews everywhere I can read more

Called to make reservations and was quickly transferred to be placed on hold for 20 minutes, I finally hung up.

Why do I always feel like I'm going to rent a wreck when I rent from Enterprise Rental these days. The last four times I've rented from them I got older cars with higher mileage and they are filthy inside and out. I generally like their customer service, but even that has taken a step down. Say what you will, but I have never had a bad experience with Hertz (other than paying too much). read more

I've rented from this location twice. Most recent time, I was able to rent a compact SUV to help me with moving. Jack was able to provide a vehicle upgrade over the phone and provided quick service once I arrived at the location. Very helpful! read more

This Enterprise location is great for me. It's down the street from my job, so that on warm days I can walk to work upon returning a car. As far as staff I think they need to hire more people but the people there are extremely friendly and professional. Leslie M. read more

The people at Enterprise made my experience of having to use a rental car, while my new car was being repaired, was truly easy, painless, and very courteous. Dr. John J. Levy, Richmond, VA read more

I have been customer at Staples Mills enterprise for several years and mostly rent by the month. The service has always been great. I realize during peak times there may be a wait but they are curtious and assist customers as fast as they can. read more

Had to use them because this is who Geico was using. I had to pick up the car out of state because that is where I was hit and stuck once my car was totaled. Enterprise charged me mistakingly, handled it in a very rude manner, took weeks to refund me despite all the paperwork being done through/by Geico. Take your business elsewhere, Enterprise is by far the worst rental car company :( read more

I have been renting from the Staple Mills location for several years, I have found the staff is very professional and accommodating. Yes, sometimes they are very busy and unable to drop customers off, after returning the vehicle, but that is to be expected when they are busy. I do strongly suggest that they have a van with a designated driver because this location can be very busy at times. I really haven't had any major issues with this location. The staff is very friendly and willing to assist you. I have recommended this location to family and friends on several occasions. read more

I have rented from this Enterprise location numerous times and have consistently found the staff helpful and all my reservations were handled quickly. read more

This is the only Enterprise location in Richmond that I'll ever deal with, due to their fantastic customer service. Unlike the Enterprise located down the street at 7919 Broad St. which has a very rude manager, this office is friendly, professional, and flexible. Jared was very helpful when we first made our reservation, and Crystal took great care of us when we rented the car earlier this week, getting the car out to us very quickly. I cannot say enough about the kind service we received, and will especially treasure it considering our terrible experience with the manager at the other Richmond location where he was short-staffed and very unprofessional toward us. Thank you, Crystal! read more

I have been coming to this location for years. Recently, I had a two week rental due to car maintenance needed. This was during the Christmas Holidays. All of the team members were always friendly and available quickly to get me from the repair shop. Even when the repair shop failed to set up my rental for a second week, they did not skip a beat in getting me into my car and not burdening me with payment concerns. I truly appreciated this extra step of service. I too work in hospitality at a local hotel and certainly can appreciate the service. Thank you to Jared and his team for going the extra step. read more

I continue to have difficulty with customer service at the Enterprise branch, 4713 West Broad Street, Richmond, VA 23230: 1) They consistently place the wrong number of miles driven, For example, on my last rental receipt they recorded 282 miles driven when it was actually 761 miles. To date I haven't received a revised receipt even after two requests for one. I need the actual miles to submit to my employer as I request a reimbursement; 2) The staff at this branch consistently tries to give me something other than what I reserved. It is usually a challenge to also get a full tank of gas and a clean vehicle. I've asked the manager how to resolve these issues and he told me to call and remind him a couple of days ahead. Why should I do that? I'm a loyal customer who will attain Platinum tier membership by the end of the year. However, I continue to use this location because of the convenience. read more

Over the past few months I have rented from this location several times and each time I have been impressed with the professionalism and service offered at this location. Even when there has been a line all customers were helped quickly. All of the vehicles I have rented were thoroughly clean and in excellent condition and all of the employees have been friendly. read more

I have been a customer of Enterprise for years; I am nearly always satisfied at most branches I've dealt with, but this branch *always* gets five stars from me. Even when they are swamped with people, they are efficient, helpful, and thorough. The cars are always in great shape, and the staff are always helpful. read more