We had a wonderful first time experience with Enterprise. Phoenix Lynch helped us. He was extremely knowledgeable and made it so quick and easy for us. I will be back for sure knowing what great customer service I was given. My credit card accidently fell out and they contacted me to let me know they found it in the van. Highly recommend Enterprise and Phoenix amazing service!!! read more

Snotty service. They don't ever answer their phones. Girls that think they look cool, but don't really do their jobs. The manager, Amber. Just stood there didn't even chime in the conversation. I had called this location a total of 7 times in the last week. No one has been answering their phones. When I came to rent the car, they said I had to pay out of pocket even though the insurance was covering it. They said I had to come back with another confirmation number. I had to pull my car out of service. And come back again with a new number even though I had three confirmed reservation numbers from enterprise itself. With that, the girls gave an attitude problem. Everyone is too busy to help. I came here at 8 am, it is 9:50!!! I still don't have a car. The worst service ever. Not even service actually. I would give it 0 stars - but I needed to write this review. read more

Hi Folks, Please allow me to begin by stating several facts upfront: 1. I have been a loyal customer, renting mostly from this location for over 15 years. 2. I have spent a considerable amount of hard-earned money over time, and am also an "Enterprise Plus" member, for what it is worth (apparently not much). I booked a weekly reservation for a Mid-sized SUV, and used points which equated to about $17-$20 worth of discount. Upon arriving to p/u the vehicle, the manager Amber Alonzo, stated, "Oh, sorry, we are currently over-booked, and have no SUVs". I asked why the website allowed me to make a reservation, this being the case. She basically brushed it all off, making no attempt to assuage the situation, simply telling me to "Just come back another day, ok?" No, NOT OKAY!! At this point, Enterprise had already "redeemed my points", that is, subtracted them from my loyalty account, even though I had not facilitated the rental, because there were no vehicles available. So, we rescheduled the reservation (so I thought) for Friday, June 26, 2026. I was promised a pick-up at my residence shortly after 8 a.m. 9 a.m. rolled by, and still no pick-up, as well as no response from Enterprise each time I called by phone. After several hours, I went into the San Rafael office on Medway to inquire about my reservation. I was made to wait by Manager Amber, with a very terrible, bad attitude, as if I, the customer, was "inconveniencing " her. Bottom line: Still no cars available. They refused to apologize and refused to offer any concessions in order to assuage or make me whole for wasting my time, plus the stress and headache involved. TERRIBLE CUSTOMER SERVICE. Several Young, Cute ENTITLED twenty-something B**^T**S working there who care about nothing of except themselves. NEVER WILL I RENT FROM THIS LOCATION AGAIN. ALSO, A COMPLAINT WILL BE FILED WITH THE BETTER BUSINESS BUREAU FOR DECEPTIVE ADVERTISING AND BUSINESS PRACTICES. David M. read more

This location was able to give me a decent car when Naomi could not However later issues arise with my insurance claim mandate Amber poorly handled it. If an issue was you're supposed to be polite well, the customer to fix the problem, not bully them and harass them for payment so I had to send them screenshots from an email that the insurance company did indeed send them the approval. I guess they didn't see it I can, but they were coldhearted about it and they weren't kind. She prematurely contacted me that my claim ended on a Monday late afternoon instead of calling me in the morning in fact, she told me that the car should've been returned last Friday. she sends me an email that I've a balance due and that I owe the money they try to run my card without even a phone call. This is not how you handle insurance Claims ? so I had to call an East Coast before they left in a frantic move on a Monday around 2 PM and I had to get on a conference call with the insurance company and Enterprise before closing to clear it up and then the worst part of this is that I reached out to a regional manager named John Harada and he couldn't solve it for me. He called me too late and now they've accused me for verbal abuse because I'm trying to figure out why she waited till the afternoon until the morning to give me a call. I'll be following from a complaint with the company that that they put me on a do not rent list ! But these people don't understand as I didn't want to be stuck without a car causing severe stress when offices were already closed. Then sends an email it was cleared the day before. Careless and non proactive. Enterprise made a lot of money for this 45 day rental we would think that if they wanted to make more money, they would want me to clear it up. It said turn it in and if they had a problem with it, why didn't they call me Saturday earlier versus later and so they wonder why I'm frustrated and scared ? well they need to train their people better if you get a message from the insurance company, look closely at the message or give the person the benefit of the doubt instead of putting them in a position where they have to return the car when they don't have to I was still with another person named Sarah, but I don't know what happened to her. I had to deal with an unknown John Hirata who doesn't really address the situation and places blame on the customer instead of the employee. I thought he was gonna help me, but he never did. He didn't return my phone calls by the time that he did. It was too late. I found a formal complaint with him with Enterprise read more

Fantastic service by Jermaine when I returned my car. Clean car very great service in San Francisco by Alec - one of the only slight imperfections was trying to sell me insurance. My chase saphire is primary insurance so that was not appropriate - possibly bordering on unfair business practices read more

Enterprise Rent-A-Car - Clean accessible lot - Car Rental Near Me - San Rafael, California

Enterprise made my car rental SOOO EASY! Rates were great, free pickup in the morning on the day of my rental (and the driver arrived on time), the car selection was fine, the Nissan Sentra was a surprising delight to drive (and 47mpg!!!!), the return was fast and simple, and I was driven home within minutes. 12 stars if I could. read more

I just wanted to say thank you to the team starting from the phone call to the end of the rental. Nina was really helpful & understanding of my situation just got into an a car accident so State Farm did the reservation. First of all when I said thank you to Edgar to pick me up from the Golden Gate collision car repair and he took me back to enterprise to get my rental ready when I got there I was greeted by Nina very professional. We check the vehicle together and I was on my way When I was ready to return the car manager. Amber was really nice in the knowledgeable of my presence so she say Nina will inspect the car and you're ready to go. I need to check the car. We have a small competition very nice professional and she asked me if you need a ride home. Amber called Edgar to ask him to take me back to my house which he did and he was very kind. I just wanna say great job guys thank you very much for your help. Happy Holidays. J.J read more

Enterprise Rent-A-Car - The vehicle available for me - Car Rental Near Me - San Rafael, California

Car was great They dealt with the papering 2 minutes Awesomely pleasant and helpful staff read more

Every time that I rent a car from Enterprise I always end up with a great car and the staff have me on my way in a matter of minutes you can't beat the great service that they give read more

I've had a long-term rental for the past six months due to a lemon law situation, and I've worked with Reno twice during that time. Both times, he's come through for me when other locations couldn't, especially when the cars I was driving were sold and I needed a last-minute exchange. He made sure I ended up in a vehicle that actually met my expectations, not just whatever was on the lot. What really sets Reno apart is his professionalism and the genuine care he shows for customers. He listens, he understands the stress that comes with situations like mine, and he makes the process feel easy and human. His kindness and attention to detail truly bring Enterprise's "we put you first" promise to life. If you need help from someone who takes pride in doing things right, Reno is absolutely the person you want to work with. read more

I reserved the Maserati suv from enterprise exotic cars on Monday November 24 - I was physically at the San Rafael location, seeing the choices standing at the counter Monday November 24 renting the suv for pick up Friday 28th 3 days after reserving the car physically standing in the car rental came to pick up the Maserati suv - really had my heart set on driving Maserati versus the Range Rover or Mercedes. they DO NOT honor reservations. Complete disappointment Wild West - first come first serve and if somebody else rents the car and they keep it you get dropped. really wasn't interested in the other cars and to give me a $50 discount was really kind of sad this was Nahomy Moraila & Reno Nalducci assistant branch manager read more

TL;DR: PLEASE AVOID this location! We were given a visibly damaged car with dents and scratches, then unfairly held responsible for pre-existing damage. Staff (Phoenix, Nahomy, Amber) were unprofessional, failed to follow through on promised updates, and repeatedly shared conflicting information throughout the process. -- Avoid this location at all costs!! I had a truly awful experience renting from here after dropping my car off for repairs nearby. This business operates in a shady and unprofessional manner. I would absolutely not recommend renting a car from this location. If you do, **please please take detailed photos and videos of the car's condition at pickup**--they will try to hold you responsible for damage that was already there. The staff (Phoenix L., Nahomy M. -- the Assistant Manager, and Amber A. -- Branch Manager) made this a truly unforgettable nightmare of an experience. We were given a dented, scratched Corolla with over 56,000 miles. Phoenix told us that any damage smaller than a reference circle didn't need to be documented. When we returned the car the next day hoping to upgrade, Nahomy accused us of causing damage that was clearly pre-existing and said it would need to be investigated. Throughout the process, communication was disorganized and nonexistent. Phoenix said we'd receive an update by COB - no response. Amber later informed us that the investigation team doesn't work weekends. On Monday, I had to call in to request an update in which I spoke to both Nahomy and Amber and was supposed to receive a callback after "looking into it" further, but once again, received no return call. Nahomy told us we were deemed responsible and referred us to Damage Recovery, claiming they could provide evidence and surveillance footage. However, when I contacted Damage Recovery, they stated the footage must be released by the branch itself. This contradiction only added to the confusion. There was absolutely no follow-up as promised on their end and I had to initiate every single update myself even resulting in me having to visit the location in person just to get an update. I've never had an experience like this with any rental company. It's shocking that Enterprise doesn't document vehicle condition before it leaves the lot-- conveniently, only when it's returned. I've learned the hard way to ALWAYS take detailed photos and videos both at pickup and drop-off. This location is extremely unprofessional, unreliable, and untrustworthy. read more

Phoenix and the crew are awesome!!! When the manager drives the shuttle to pick me up from the auto body shop because everyone else was busy, you know you are off to a good start. The whole crew was professional, friendly, and worked with me when we had to extend the rental at the last minute a couple of times. Great vibes! Great crew! Great Experience! read more

horrible horrible horrible experience. i was driving when i felt something crawl up my leg. I parked the car, not thinking anything of it when a MOUSE jumped off of me!! I am so disgusted. I tried getting the mouse out of the vehicle but it seems like it has been living in the car for a while and has its home right in the mechanics of gas pedal. Not to mention, i found a sock that was left by the previous owners and the front left tire is low on air. i am so disappointed with this service. The lack of care and cleaning that this car was given is disgusting. read more

Enterprise Rent-A-Car - the mouse - Car Rental Near Me - San Rafael, California

Justin was fast, efficient, and the whole crew operates with integrity. They made my experience easy and straight to the point. I recommend this location to anyone looking for great customer service and professionalism. Thank you to the team! read more

As I sit here in front of the Enterprise rental car located on Medway in San Rafael the check-in representative has accused me of tearing the rear bumper off. When I picked up the car the car was only viewed from the waist up. There was no mention of anything dented or detached on the bumper prior to my departure. Upon my return it was said to me by the check-in agent that I was responsible for the damage to the car. Be alert be aware be cautious and be careful renting at this location. Look under the carriage even if the person that's checking the car out with you does not. The accusation of an accident and the threat to put it on my car insurance has infuriated me! Make sure that you do the work for the check-in agent and the checkout agent. They are relying on your car insurance to pay for other drivers damages! read more

Enterprise Rent-A-Car - The crack underneath the carriage. - Car Rental Near Me - San Rafael, California

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I had a dreadful experience with Hertz in San Rafael with horrible customer service and rudness. After going back and forth for 30 minutes without any flexibility or common sense, I left. I went to Enterprise, where I was treated with professionalism and outstanding customer service. Amber went above and beyond looking up my corporate number for the enterprise discount and quickly got me on my way with a smile, because they care! Unfortunately, this entire Hertz incident made me incredibly late to my business destination. Please support a business that cares about customers, is reasonable, and goes beyond. Book with Enterprise! I'm now a LIFETIME customer and told everyone I work with about the difference between these organizations. read more

Refreshingly friendly, helpful and professional! The staff members were so above and beyond helpful and friendly that it took a lot of the pain out of the chore of renting a car. I hope they are paid well. read more

This is a second time working with Enterprise at this location. This group understands the meaning of customer service. Engaging, efficient and effective. Thanks again Enterprise San Rafael. read more

The best rental car place in Marin County . The price is very reasonable and the service is implacable. read more

Amazing service how easy to rent a car and the system is flawless. When returning it it's the same process and you can always return it even for one way . From now on I will return here if I need to rent again . It's a very pleasant experience bar non . read more

Car was ready, clean, and ran well. Customer service was outstanding. Gentlemen were efficient, friendly, helpful, and even followed up on a convenient time for my return since it was getting close to closing. Would definitely recommend and will use in the future for local and long distance needs. read more

Car Reservation not honored. Worse customer service and coordination between enterprise San Rafael and their reservation office.The manager at San Rafael not willing to try to do anything to help improve the situation. Will never rent or try to rent from enterprise San Rafael again. read more

Rented a car for a few days while mine was in the shop. Was assisted by a personable young gentleman named Reno (like the city). He made renting a car a painless experience. He chose for me a Toyota Avalon Touring, with all the bells and whistles like Radar Cruise Control. It was great to drive and was a very reasonable price for me. He returned my deposit 100% at the end. I highly recommend Enterprise of San Rafael and their employee Reno if you find the need to rent a car. read more

There still a shortage of rental cars!! So there was a bit of a wait. (Had to get a car because my car was getting repaired.) However, the Enterprise employees were great and kept everyone informed about car model availability. They were patient and as efficient as they could be due to the shortage. read more

Conveniently located , Enterprise made the process very easy for my rental , both picking up and dropping off my vehicle was efficient And the staff was courteous and knowledgeable. read more

San Rafael isn't really a major hub so the rental options are limited up here. We needed a large SUV to haul a bunch of kids for a special event out of town, and after reading reviews, we decided to go with Enterprise. Everything went really smoothly, the staff were all very professional and friendly, and the SUV was great, almost brand new. The location is a little janky, but all the other options in town are in the same area and it's fine. I'd recommend Enterprise if you need to pick up a rental in San Rafael; this branch is obviously well managed. read more

I rent van from this location it was good but very bad experience during returning. the guy asked is there dent on car before you renting? i told yes. he went to office and told me that our system shows there wasn't any accident dent on car. you did your self. i told him that there was dent. luckily my friend took picture before renting it. i need to show them proof. i believe they have each and every accident report with them for their car. if i didn't have photo proof i have to pay them.BEWARE WITH THESE PEOPLE. SEEMS THESE PEOPLE ARE HAPPY TO SQUEEZE YOU AND TAKE YOUR HARD EARNING MONEY. read more

Enterprise Rent-A-Car - RESERVATION CONFORMATION No. for you. - Car Rental Near Me - San Rafael, California

This location is staffed by people that have absolutely no clue about what they are renting. I drove an hour to pick up what I had confirmed with Matt, the sales representative at San Rafael, to be a 6 or 8 foot bed. When I arrived, I talked to the guy at the counter and he said "its right outside". The truck he was talking about was a 5 foot bed F150. LITERALLY NONE of these people know what they are renting. Monumental waste of my time, and I had to cancel my trip to Colorado because of their incompetence. read more

I was impressed with the custmer service and the speed at which I got my car and returned it. I would recommend this location. Easy text communication. read more

5 star experience, they not only take the reservation they "hold" the reservation. Easy check in and return. Amber is a great employee she should be promoted. Very helpful and happy to be there. read more

Every location has a different vibe, but this location has the friendliest people really interested in making the process as positive and easy-going as possible. Highly recommend them. read more

They will scam you here. Do not recommend, they tried to gaslight us about our deposit but when we showed evidence they began to apologize while still trying to put the blame on us. They even authorized payments on our card without notifying us when we were covered by insurance. 0/10 DO NOT GO HERE read more

Nate at Enterprise San Rafael is the best! He went out of his way to make sure we were satisfied with our rental and made the process super easy from pick up to drop off + was very friendly and professional. We will definitely use Enterprise again. Thank you! read more

This is my second time dealing with Enterprise on Medway and my experiences have been outstanding! So much so that I felt compelled to write a review - which is rare for me. Everyone was engaging, friendly, professional and extremely efficient. They made my sudden need for a rental car quick and easy. I would highly recommend this location! read more

Amber, Matt B., and others on her team run a tight, customer-service-oriented ship. Efficient and professional, I highly recommend this location. read more

Worst customer service ever. Reserved a 4x4 months before my reservation. Day before I needed it they said they only had AWD. Same thing?? I got tired of arguing, went to Budget. Perfect service. read more

I have to say, my experience at the Medway Rd. in San Rafael Enterprise location was quite pleasant. I was picked up quickly by one of their agents and totally felt safe COVID-wise riding in the backseat of the van to their location. Very clean in the van and minimal talking on the way. The location was very clean, orderly and set up for a safe COVID business opporation. Everyone there was very kind and helpful, absolutely no issues with any part of my interaction here. The rental car they gave me was in great shape, again, very clean and I didn't feel like I compromised my safety in any way to do business here. I highly recommend this location. It's not a big office and there's not a lot of space to park a car (there is nearby street parking) but they are very nice and professional here. I think you can trust them, at least that was my positive experience here. read more

Enterprise Rent-A-Car - Interior at the Medway Rd. San Rafael location during COVID. - Car Rental Near Me - San Rafael, California

I always have amazing service and today was no exception. Friendly staff that offers great customer service and quality rentals. Thank you so much for your help and getting me back on the road. I will definitely be coming back! The prices are good and my experience with Enterprise has always been good... much better than the competition! read more

Nate is THE BEST! Stuff happens but it's how you recover and Nate puts this place on his shoulders. He is quick on his feet and an excellent problem solver. He should be in charge of training all other staff and I hope they recognize and appreciate him. read more