I waited over an hour to get a rental car during middle of the day in the middle of the week. The customer service was horrible. To make things worst, I was given a rental car that broke down when I parked it in front of my house. The car ended up needing to be towed and I had to resort to using Uber for a few days. I would highly recommend going somewhere else to get a rental car. Enterprise has gotten real shady. read more

I've been renting with Enterprise for over 3 years through my company, and this was by far one of the worst customer service experiences I've had. I came in trying to upgrade to a larger vehicle for business purposes, and instead of being helped professionally, I felt completely overlooked and discriminated against. While I was standing there waiting for assistance, another customer was immediately offered a larger vehicle with no issue. Meanwhile, I was repeatedly offered dirty vehicles that were too small for what I requested and not even close to what I reserved. The manager, Jacob, was extremely rude, dismissive, and lacked basic customer service skills. Before even arriving, I waited on hold for over 25 minutes just trying to get help. When I finally showed up in person, I was ignored while employees helped other customers that came in after me. What made the situation worse was that I pointed out another vehicle that was clearly available, and Jacob told me it "wasn't available" -- only to turn around and give that exact type of vehicle to someone else shortly after. Completely unprofessional and very frustrating, especially as a loyal customer who has consistently used Enterprise for years. I understand locations get busy, but professionalism, communication, and treating customers fairly should still matter. This experience honestly made me reconsider continuing to do business with this location. read more

Difficult to get through to to get changes and documents. Mixed messages from whoever answers the phone. Folow thtough is inconsistent. 1st vehicle had major issues. 2nd vehicle was only option. Overall frustrating how many times i had to get to this point. Not as easy and simple as enterprise claims. Not ideal when recovering from a major accident and just need a car to feel somewhat normal again. read more

I've used this place 2 different times. Both times has been outstanding. 1st time (was a few years ago). Everyone greets and warm presence. My visit last week was phenomenal. I was picked up by a young man from the autobody shop. Greet kindly by Amber...I realized they do not take cash (which made sense) loved my rental . The process was quick! I was so tired from a long day dealing with autoshop. As I drop off the rental today, Amber was there and she was kind to give me a ride back to the autoshop and she is wonderful addition to the team. I have seen the manager there before and he has always had warm greetings & seems very knowledgeable. This place is great! read more

I recently rented from them again through my car insurance and I was happy with the service. Everything was fast, friendly, and efficient.

Better customer service and clean the vehicles between customers. Train the employees better. read more

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I was at this location on July 13, 2026 and I was given a car where the air conditioning didn't work on one of the hottest days of the year. That happened after I waited for over an hour for a car and they kept telling everyone they only had a mini van to offer but they could give us an SUV for $15 more a day. I was asked to sign waivers on an ipad while I was trying to get in the car but I couldn't read anything since the sun was bright. I was told I would get a copy and could read it then. Another person who was disabled and waiting for a car didn't get assistance for a long time because she "wasn't standing up in line". She had a cane! I turned the car in and cancelled my contract. read more

I go to this place because it is close to my home but Im always disappointed when I go. Plus: People are professional and friendly. Con: Long lines and wait times. Minimal selection of cars even with reservations. Many of the cars are beat up and half the time not clean or needing service. read more

I am writing to formally express my deep concern and disappointment regarding an incident that occurred on 6/23/2025 at your Richmond, California location involving Assistant Manager Jacob Sasoy. My elderly mother was scheduled to pick up a rental vehicle that had been reserved and fully paid for by the business manager of the company she is a client with. This reservation was made through the company's business account, which has been used multiple times in the past without issue. However, upon arriving at the location, my mother was met with resistance from Mr. Sasoy, who insisted that she provide her personal credit card in order to proceed with the rental. This demand directly contradicted the business account arrangement in place and was both confusing and distressing for my mother. She had me on the phone the entire time to help navigate the situation, and I personally heard Mr. Sasoy raise his voice and dismiss the valid points made by both my mother and the business manager. Despite the fact that the company had already paid for the reservation, Mr. Sasoy refused to release the vehicle unless my mother paid out of pocket, which she was not in a position to do. Ultimately, I sent her the money as she was forced to make a personal payment due to the pressure and lack of support from staff. This experience caused my mother considerable emotional distress. As an elderly woman, she should not have been subjected to such an aggressive, disrespectful, and uninformed response--especially when the error was not hers. The situation was entirely avoidable and speaks to a lack of communication and professionalism on Mr. Sasoy's part. Going forward I would like a review of Mr. Sasoy's conduct and adherence to customer service protocol, particularly when dealing with elderly clients. We trust that Enterprise will take this matter seriously and respond accordingly. Please feel free to contact me directly as I will call today and leave my cell to discuss this further. Sincerely, Awana Morris. Going forward I have contacted the Better Business Bureau to request the following: 1. A full refund to my mother for the amount she was unfairly made to pay out of pocket. 2. A formal apology for the distress and inconvenience caused. read more

I couldn't pick up my car rental yesterday evening due to traffic and called to ask if I can pick up my rental the next morning instead. I stopped by 20 minutes earlier than my appointment this morning. Adrian was courteous and easy to work with. Kaila was able to upgrade me to a van with a good discount. Overall the staffs are very nice and I was able to get in and out quickly. I'll be sure to stop by again for my next car rental services. read more

Working with them was great. A huge contrast from a visit some years ago. I remember visiting them at their old location and the car taking forever to come. There was a problem with my card, debit vs credit, and a long time waiting in a room for a car that was there, but hadn't arrive yet. I didn't realize that until someone pulled up in a car and I was told that it was mine. But working with them through GEICO was great. They met me at the auto repair shop, drove me to their location, and I was out of the door in 15 minutes. That was fantastic! The car was nice and clean and it had some extra clorox wipes which was a nice touch. I had a hard time with something and the person who was assisting me, got into the car and showed me what to do. I don't know if they have got their act together? Or if they have been improved with their relationship with GEICO. However, I was happy with my rental and felt good. Did I mention that returning the car was a snap? All I did was return it to the repair shop and pick up my car. So easy. All car rentals should be this easy! I hope that going forward, they are. read more

I was really stressing about a ride too get there when I for got they do pick you up and drop you off they really made it so fast and easy for me too get the car and go I love that about Enterprise Rent-A-Car and they was very friendly. read more

Jacob at enterprise lacks empathy and focus! He is extremely unprofessional and likes to have unnecessary side conversations, and vapes at work. I witnessed Jacob hanging up the phone on a customer in front of me while processing my reservation in person. Jacob service is inadequate seems to always keep the customers waiting, the representatives are poorly trained. Please hire new upbeat staff. read more

I came here to grab a rental car for work purposes, so I had everything scheduled and pre-paid already. There was a small line of people already inside, but I could tell that the employees were trying their best. For the most part, they are professional and patient and appeared to treat all customers with respect. Unfortunately the vehicle that I was given smelled like smoke and was greasy feeling, but I think that it might've been because it's part of my company's permanent fleet. Your personal vehicle cannot be parked in their lot - they recommend parking at the mall/Walmart parking across the street. Overall, I didn't have any issues, but I can't speak on personal business vehicle rentals. read more

Amber and The whole team were great from start to finish even one day they were running out of cars. Their communication was thorough. It would be great if Enterprise could add more cars to the fleet at Richmond Hilltop due to the overwhelming demand in this area. Thank you again everyone for your kindness. read more

They always do a great job helping our customers that we send over. We usually get the ShopRite other cars in the shop. Excellent customer service. We will continue to use enterprise Rent-A-Car. read more

Yo this place is the WORST. We had a reservation for a truck and we were supposed to pick it up today for our trip just to find out we didn't have a reservation. We called customer service and we come to find out that they canceled our reservation and upped the price for someone else to get it. We had reserved way more than a week prior. This is the worst experience here ever. read more

They have been BUSY while I have been here and the wait is long. :/ *I believe they may be short staffed but.... MAD props to how calm and professional the staff and the mgr are. Even though phones are ringing off the hook and people are waiting SOOO calm and kind speaking when they talk to their customers They are hustling to get people addressed, out the door and in their vehicles or returning vehicles . read more

This place is total joke. Made reservations one week. Called to have someone pick me up after one hour and called again and was told they couldn't pick me up they are busy. Have corporate account but will cancel. Hertz in El Sobrante . read more

These people have AIWAYS been able to accommodate me one way or the other!! IF you have PATIENCE with them , THEY will have patience with you!!! I will ONLY dependent on Hilltop Enterprise for ALL my rental needs!!!! VERY patient people !! With GOOD manners !!! Which is VERY hard to find these days!!! I won't go anywhere else!!!!!! read more

Always rent out vehicles at this location since it's very close to where I live and have always had great customer service from my experience every one there has been super helpful and nice especially Amber and James who have gone above and beyond and been really helpful! read more

Never in my life have I had such a positive experience renting a car. It's always been just a chore, where you are treated like just another number. But the team at Richmond Hilltop are extraordinary. I was walked out to the lot, given my choice of cars, and Amber went over the details about the rental with humor and professionalism. Upon my return, I had the pleasure of meeting James, who took care of everything for me. I can honestly say that I look forward to renting from Enterprise/Richmond Hilltop again soon! They are wonderful! read more

Aug 22 Pick Up Rental Aug 21 received phone call confirming my reservation for the above date. The rep reminded me to bring ID and major credit card and I tossed in also "my proof of auto insurance." At the counter (white female- didn't get her name). Asked me for the above items. After providing her with my driver's license, she asked for my home address. I said, "It's on my driver's license," which she had in her possession. She said she wanted to confirm. I guess I look like a lair. Let's say; prior to giving her my DL, I studied all info on DL and lied to her. Just because I repeated all info on DL doesn't mean it's me. But it damn sure looked like me on DL. She also asked for my destination; which I provided. A location in Folsom Ca. All of this was very interesting. I have never been asked the above questions. I've used rental cars at Oak and SFO airports, and this was a FIRST! But hey; it's Richmond . I WILL NEVER used this pieces of crap rental place AGAIN. The only good part about this mess was a young man by the name of Jalen- (the rep who takes you to your rental). He was very kind, professional and respectful. He noticed I was upset and he attempted damage control for her. Had she said per policy and reveled to me; I would have been fine but it's how she said it. Again; it's Richmond and just maybe I looked like a bad guy, a thug and car thief etc... I WILL NVR. This was my first and LAST. Renters be ware. Use another place. This particular place suck and the cars are trash. I should have displayed my retired law enforcement ID from my previous place of employment; walked in with a suit on and just maybe she would have displayed a different demeanor. But like I said; IT'S RICHMOND and just maybe I looked the part. Fham read more

From time of pick up from the repair shop by enterprise shuttle and dropping it off the rental I had a great experience with the team there! They were friendly and knowledgeable.. when dropping off the car there was a line and a bit of a wait but James and Jalen handled it perfectly! Thumbs up! read more

Went in because me and my family made a reservation for a vehicle only to find out the vehicle was no longer available even after we had a reservation for it. The guy at the front desk was dismissive and wasn't helpful and slightly rude to my older father. he claimed the enterprise called and left a voicemail but i feel if the new they didn't have a vehicle available the should have made sure they spoke directly to my father rather than calling only once. We were then forced to call a diffrent enterprise and drive to berkeley which forced us to move down our leaving time for our vacation even more. And we are having to pay a slightly more expensive rate. Really unhappy with how the situation was handled even if he had the opportunity to call someone in for more support and have them help us call around but instead it felt dismissive and as if we were unimportant at all. this still is a customer service job and felt that aspect was lacking. i believe the associated name who we were helped by was jacob. the also specifically said that the larger cars were all given to gsa most likely ICE read more

In the past I had very good experience here. We had to get a car from here due to our car getting hit. The other insurance provided a car from Enterprise. We ended up having to 249. We returned the vehicle, my husband when he got the car he was asked to sign for an up grade which he thought was just signing to agree for the rental. I tried calling and explaining they said he signed he didn't understand what he was signing for, I believe this was done like a sell, now we has to Pay for a car we got due to our car getting hit, never rented from Enterprise again. read more

I first went to rent a car due to my car being repairs from an accident, to which there was a small miscommunication issue and I thought I wouldn't get a rental. But the manager was able to correct it and get me in a rental within the same morning. He was super nice and we both apologized for the issue, I was overall satisfied with his service. Unfortunately I do not remember his name. I was also satisfied with the return process with Devon Taylor. He was quick, very nice and friendly and also arranged a ride for me right away so I can pick up my car. I look forward to renting from here, if needed, in the future. read more

They really take care of you. Professional, quick and efficient. We use them when ever we need a local rental. They work with our insurance company seamlessly. read more

This is the second time there's a car issue at this location that I hadn't had before. I believe they are over charging to try and keep inventory away from those who are receiving a rental through car insurance. I do believe the rental fee is agreed on before hand by all insurance companies depending on the size of the vehicle. This location said twice that my daily rate will not cover the full rental and that I would have pay out of pocket cost. Even when this is true it shouldn't be about $15-$20 extra a day. The first time this happen the excuse was it's the holiday season the rate is high during this time. Great I can understand that so I shopped around and was able to find another company that provided a car for only 25 cents extra a day. So I let it go that time. More recently and out of holiday season I thought ok now it shouldn't be an issue. So I headed back and the excuse this time for the extra cost was that that's what my insurance asks Enterprise to charge. So now I truly believe that they are just trying to save cars so that they can charge higher rates for people who are renting a car privately other wise if they have the car in stock they would have to honor the insurance negotiated rates which I would guess are cheaper than a regular private rental. Either way the representative at this location said that's "what your insurance wants us to charge you so there's nothing I can do" obviously I will be sending these remarks to my insurance as I would love to know why I drive a small sedan and they don't cover the cost of renting such a vehicle. It would be more understandable if I had a bigger car but chose the lowest coverage. Also really disappointing to see that there was no attempt to find a car that may be in the budget, I wasn't expecting to drive away with a car that day I came in to give them a heads up that I will be needed a car soon as the auto repair shop was book a few days out and I was also willing to drive to another location. But no the representative instead that it was completely out of Enterprise's hands and my insurance's fault. So I write this review if anyone else is having similar issues. I hope you let enterprise know as well as your insurance company if they are blaming them. It is what I am doing as I wasn't going to get any help from the rep at this location. The company that gave me the better rate rhymes with kerts. I also have recently learned that if you're able to find a car within your rate and can afford to rent it some insurances will reimburse you and some will even cover Uber rides up to your daily limit. There are always options if you have the time and means. In my opinion Enterprise is taking advantage of those in a hard spot that I honestly considered predatory. While disguising it as convenient because they have some corporate agreement with car insurance companies that pay them directly. Over paying in my opinion is never convenient. Other companies work with the insurance companies at better rates shop around! And good luck with this location read more

Beware of manager and staff peddling false or unreliable information. Believe the 1-star reviews. If the company's canned responses of "Thanks" and "We apologize" and "anything we can do to help" and "We'll look into this further..." seem insincere, it's probably because they are. This morning I called and spoke to Adrian, manager of Enterprise at Hilltop in Richmond, and said up front that before we go any further I needed to know two things: could they pick me up at my home, two-towns away for a lift in to their office, and do they have a full-bed pickup truck without crew-cab, because I need to pick up a large sideboard for a customer. I said I just talked to Hertz and they had no pickups till next week. My work van, parked at the curb at my place was just totalled by a neighbor, and their insurer was offering to pay for an equivalent rental. Adrian gave me clear confirmation that they would give me the choice of at least three full-bed pickup trucks when I arrived for my afternoon appointment: a Ford F150, Toyota Tundra, or a Toyota Tacoma. I repeated the choice back to him. He again confirmed that was correct. When I arrived for the appointment I was shown, after a 1-hour wait (on top of phone time and a 1-hour RT commute there), a 4WD Jeep with tiny rumble-bed, way unsuitable for carrying a sideboard. The full-size-bed pickup promised? Adrian's weak reply: the is only thing available. Whoa. When I suggested that he had lied to me earlier, he strung together an excess of mushy verbiage trying to cover his transgression. I left. Luckily hitched a ride home with an employee just leaving their shift. Many thanks to that kind soul. No Thank You to Adrian and other staff for wasting 2 hours of my time. Just say no to this sort of behavior. Walk away. In this community, we encourage misbehaviour by our inaction, and discourage it by our actions. And actions, as we are so oft told, speak stronger than words. read more

Blanca Castañeda was great help, made my experience here go very smooth. Highly recommend her.

The staffs were professional as well as friendly while giving an excellent customer service. More importantly, they provided a courtesy ride from my home to their site. read more

Branch manager Devon Mortimer is extremely unprofessional and rude. I booked a reservation for a car and after taking and Uber to the location with all of my baggage, I was told they did not have any cars of that class available, and when I asked, I was told that they would not honor the price I was quoted when I made the reservation. I asked to speak to a manager and Devon Mortimer refused to contact one. I asked him to give me his manager's contact info so I could call and he told me they don't have a phone number. I asked him to make a note that he refused to allow me to speak to his manager, and he refused to do so. I asked why not, and he said "because it would be tedious". This person should not be "managing" anything. read more

They say they have the car available when they actually don't. This is very irresponsible, ruined a trip for 3 families !

This location has great customer service! Quick, efficient and good options on cars. Last time I was here, I was very impressed with one of the employees (Rashad) he was very kind, helpful and answered ALL of my questions. This location itself gets 5 stars! But I'm giving Enterprise as a whole 4 stars. They would be 5, but I don't like the hidden charges. I've dealt w/ Enterprise enough to know the business. But for any new customers, just be careful of the hidden fees, service charge, taxes etc. read more

Please don't rent from this location! Where do I begin? Their inventory is horrible. The customer service is bad. Please don't leave anything in their vehicles! Unfortunately I left my parking permit in their vehicle because I had mine with tape stuck to the windshield and their workers claim they never saw it can't find it. Don't know what happened to it. It didn't just walk away!. They probably threw it away more than likely, but don't want to admit to their mistakes. This is the most ghetto car rental I have ever experienced in my life.! Please do yourself a favor and go to a better location! Then the second car that I had to get from them because my car had been in an accident and it wasn't done properly so I had to rent a second vehicle I was asked to give a hundred dollar deposit turned in the car on Tuesday. I was told once they receive the vehicle they return your refund NOT!!! I called Saturday morning to see if my missing parking permit was found it was not and then when I asked what's going on with my hundred dollar deposit refund ? I was told by Cindy oh I'm just sending it through now! WTF THIS PLACE IS AS GHETTO AS IT GETS. PLEASE DO YOURSELVES A FAVOR AND KEEP DRIVING BY AND GO TO ANOTHER ENTERPRISE. read more

I had a reservation for Monday, they told me they didn't have cars ready until Tuesday. I waited patiently for Tuesday. It's now Tuesday and they are understaffed. I called 4 times and no one answers. I arrived to the branch and the phone just rings nonstop. Who is suppose to answer it? I'm waiting here and there's other disgruntled customers unhappy with the long in ln-person wait times I have to go to work and so I resorted to ordering an Uber. Thanks for the crappy service read more

Great customer service from start to finish. The manager was multitasking, moving the line along as fast as she could all with patience and a positive attitude. All of the workers she manages seemed happy and positive also. The attitude you bring to work is definitely infectious here. The girl who showed me to the rental and checked me out was super informative and patient too Would definitely rent from this location again read more

This is the friendliest rental car place that I've ever been to. Everyone is extremely polite, pleasant, and always in a positive mood. With that said, it is still not enough to keep me coming back. The first issue was a lack of inventory. Given a shortage of cars, they should have honored only those who had reservations. People that did not reserve should not be given a choice of car or even allowed to rent at all. This creates a domino effect on others who had reservations for specific categories of cars and can no longer get them. The second issue is the long wait. It took 2 hours from start to finish to leave with a rental car. The line was out the door. They need more staff. But more importantly, the staff there need to work more efficiently. You've got one or two people checking in, another couple walking back and forth with customers "shopping" around the lot to see what cars are -left-. This makes no sense. People should be getting the cars that they reserved, not walk around a lot looking for whatever is available. The return process is equally gruelling. What takes 5 minutes at the airport rental car takes this place 30-45 min. They rarely ever answer their phones because they are always swamped and they are always swamped because they work inefficiently. At some point, no matter how nice your staff is, the fact that there has been little done to improve the core issues of this location still shows bad customer service - especially when you tell your customers that the lines out the door and no one answering phones is a regular occurrence. read more

You would think that right before Tksgiving holiday service would be a priority. Enterprise was a no show /late to respond to a pick up I had confirmed the day before. Calling them a day before was/is terrible. It's a call center nightmare. I was told I had no reservation,etc. Yes. I did. Then they transferred me twice and I finally got a person who happened to pick up and he found it? This is inexcusable. I also confirmed my pick up time. Since no one was showing to pick me up , i had to call again while waiting outside. I was on time and visible to a driver. Then, I had to wait until they could get someone to pick me up. I did tell the manager at the desk about it when I went in. I explained and politely and asked for a discount. Yes, he did issue yet ,while waiting , I was distressed to be spending so much for this kind of service. I waited to talk to my family about Tksgiving but couldn't get through so decided to cancel all. The manager was very nice. I blame the customer service . No, you cannot 'just call' to confirm or make changes. read more