What a fantastic experience it was dealing with this location. Last week I made a reservation online one evening for a truck to be picked up at my local branch the next day (not this location). I had arranged to move some furniture and was happy that I was able to get the truck from the branch that I normally rent from. However, on the day of my reservation, I received a call from them saying that they didn't have a truck on hand and would not be getting one. When I expressed my disappointment at this situation, the guy (who shall remain unnamed as I don't intend anyone to get into trouble) simply said he didn't know what to tell me and that I should call around to other branches and see if they can help. I expected better service from them considering the number of times I have rented from that place but oh well, I didn't have time to waste arguing with him. A couple of calls later and I reached Henry, the assistant manager at this location who immediately made me feel at ease and told me that he would make a few calls and get back to me shortly. Now how hard would it have been for that other guy to do the same and keep their customer happy? Goes to show you that you can't teach service. Anyway, Henry called back within minutes to let me know that despite the unusual high demand for trucks due to the recent fires, he was going to have one for me there with no delays. Mind you that was going to be the very last car available for rent on their lot! I was ecstatic to be able to proceed with my plans. This alone would have deserved a great review but the story doesn't end there. I picked up the truck and didn't bother to get a damage waiver (big mistake - will never do that again) because I'm fully insured as is. Henry and I did the walk around inspection and didn't see anything wrong with the white pickup truck. But once I arrived at my destination, the minute I got out of the car, I noticed a rather large dent on the driver side which we both must have missed, due likely to the way light must have been reflecting off the white color. I just knew that I was going to get screwed upon returning the vehicle. And wouldn't you know it, when I returned the car, Henry immediately noticed the dent too. I insisted that the dent was not made by me because the truck had not left my side, but Henry grudgingly replied that he didn't recall seeing the dent when he rented it out to me. I was understandably getting a bit frustrated but I realized he was doing his job and the error was on my part for being cheap for trying to save $20! Then Henry told me that he had not been the person who had checked in the truck before my rental and that as a last step he was going to verify with the person that had checked in the car when it came in the last time. And so he went to the back of the shop and checked with John, the manager who was the person who had checked it in. And wouldn't you know it? John remembered the dent. They could have easily played me for a fool and passed on the blame but they both are obviously not that kind of person. Thank goodness. What a relief. I'm beyond thankful for the service that I received from them, and more importantly I appreciate their integrity. Thank you very much Henry and thank you too John. Much appreciated. read more

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. read more

All I can say is... I am extremely pleased with their amazing customer service! I'll sum it up in one word. "EXCELLENT!" Marlon, Lila, Drew and Ray, all rendered impeccable service! Thank you so much for the great treatment! ENTERPRISE, YOU ROCK! :) read more

It's amazing to see how they jump through hoops when they find out, I was a Yelper... Before they found out I was a Yelper, They were giving me a lousy car, dirty= no service. After They found out I was a Yelper they Gave me a better car, still dirty, Parked in the handicapped Zone for me to pick up later with a chance of Getting a fat ticket! But easily rectified it, by parking it a block away because they dont have any parking spots..... LoL read more

Enterprise Rent-A-Car - Its dirty and parked in handicap zone, pick at night. I hope I won't find a 250 dollar ticket on it when I get it tonight. - Car Rental Near Me - San Rafael, California

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In reviewing my credit card statement enterprise applied a charge to my credit card in the amount of $104.13 for 1 day, I was quoted $34.71 for 1 day. I reserved the car on 10-27-17 (Friday) @ 2:01pm and returned it on 10-28-17 (Saturday) @ approximately 11:00 am. I was told by the rental agent if the office was closed to park the auto next to the building and deposit the keys in the lock-box which I complied with. Needless to say I was charged for 3 days of rental... I'm requesting a refund in the amount of $69.42 Overcharged!! Overcharged!! Overcharged!! Overcharged!! Overcharged!! read more

I don't usually rent cars, but today I had a last-second need because my car was in the shop and was taking a little bit longer than anticipated. I literally walked a couple blocks and into enterprise. Didn't have an appointment but they took care of me anyway. Tyler was courteous, friendly and totally took care of me. I was out in five minutes and back on the road. I could not expect a better experience. read more

The folks at the Irwin St location were SOOO helpful in my hour of need. They went out of their way to make things work. Shouting out an awesome hometown-like business!! read more

I can't say enough about this location... I've been renting a car for a while and Eric has gone above and beyond to show my family and me what true customer service should be. Anytime I need a rental, I'll be headed there (and you should too)!!! read more

I don't care what some of these old reviews say... this was some of the best customer service I've ever experienced. And something has to be REALLY good about a place to take the time to review it on Yelp AND send an email to corporate. Which I did a minute ago. Everything from making a reservation, to checking in, to returning the car was absolutely above par at this branch, all thanks to the helpful staff. Brian made the pick-up experience easy and hassle-free; I was in and out in less than 10 minutes and ready to ride. While returning the car, Tammy was absolutely friendly and so accommodating. The service of both these reps was just the cherry on top of a great weekend vacation. This is the first time I've rented a vehicle, and with the affordable pricing and this high level of customer service from the staff, I will do so way more often! Great customer service makes SUCH a difference, and I couldn't have asked for anything better from this Enterprise branch. Amazing. read more

Do not put an actual credit card on file buy prepaid one they have a habit of continually billing your card ... or make sure you check your credit card transactions after you've returned a rental car. My insurance covered my rental but I keep seeing transactions for tolls even though I'm a fast-track pass owner. And now I see a $600 authorization on my credit card for no reason at all. Calling in a fraud report. read more

Worst customer service I've ever experienced with a car rental company. Enterprise's motto is "We'll Pick You Up"! Really? It was to have been an exciting birthday 'road trip' for me on May 20th ... however, after waiting over 2 hours for Enterprise on Irwin Street to pick up my fiance and I who were only 3 miles away, we learned that the company's driver was lost - she wasn't from Marin County, she said; didn't know the area, she said. She also said the vehicle's GPS wasn't giving her correct directions. Hello? Ever thought of using a cell phone to GET directions? We never received a call from the company to tell us why we were standing in front of our hotel for over 2 hours, waiting for them. When we finally did arrive at this Irwin Street location, more chaos ensued as the Supervisor handled myriad phone calls instead of attending to the four sets of customers waiting in front of her. Was no one else trained on how to answer a telephone? Ultimately we hesitantly crumpled ourselves into a filthy Nissan Altima and set out on our Marin-to-Santa Barbara trip. The maintenance light indicators were constantly flickering - digitally - on the dash board. Annonying to say the least. Enterprise, your emergencies should never become your customers' urgencies. Never again for this dissatisfied customer, Enterprise. Get your customer service act together. read more

I am pretty upset. There is a part in the movie CLUE where Madeline Conn is describing how mad she is. I feel the same way about my experience with this Enterprise rental agency. "FLAMES, FLAMES ON THE SIDE OF MY FACE." So I have a time sensitive appointment a two day engagement where I am one of the speakers at a function for about 100 people. My car starts shifting its gears really hard and starts making a crazy whirring noise with a weird burny smell. I dont have time to take it to a mechanic so I go to this enterprise. I want to use my debt card then they tell me about the 300 dollar hold as they are running it. Okay fine even though there is a VISA logo on it which means nothing , fine. I needed to transfer money over to that account because I had just spent 3000K on supplies and had like 298 in the bank. I used my cell phone to transfer money over when they told me "Oh your card was declined." I say "Try again it will go through, I just transferred the money." They say" NO its our policy not to run a declined card within 24 hours." So Thanks for leaving me with my cheese hanging in the wind and WORKING with me. And thanks for putting the customer first . I will never use your service again since when I really needed you you were not there for me. read more

Always friendly and efficient plus typically have what we ask for or upgrade for free. Door-to-door delivery. Even my mechanic uses them, so they actually drive 2 cars over so you don't have to drive back to the rental office. Get onto their mailing list as well. I've had little experience with the rental office desk service in person as they always bring the cars out to wherever I am and typically let me drop off the same way. Sorry to see the bad reviews, but I just have not had less than spectacular service. read more

I probably should have done this a long time ago... but I wouldn't trust these people to take care of a pet rock. I was in the Waldo Tunnel accident a couple years back, the 28 car pile up mess. After the frozen chaos, collisions, and DEATH around me my car was totaled. My insurance covered a rental car for me for two weeks and on the last day I rapidly purchased a vehicle. A person from the dealership was coming to pick me up while I waited in the Enterprise. I then remembered that I had left my CD case in the car I just returned. The other thing was, 5 minutes after I dropped it off, another couple had driven off with it!!!! I ran to the front to inform them that I had left my cd case in the vehicle and I needed it back. They calmed me down and said they would call the person and inform them to see if they could find it in the car. I left with the car salesperson before I got a response because it wasn't something I wanted to stress over at that point. I had survived possible death, had two weeks to make a decision on a car purchase, and was studying for midterms. I had enough things already to cause me to hyperventilate. I called back a few days later because they never called me back, and they said they hadn't gotten a response or managed to contact the person whom had taken my car. I kept calling back for two weeks until they invited me back to examine their lost and found bin, which is in one of their big cabinets. There were CDs and CD cases in there, but none were mine. I lost $400.00 worth of CDs. I admit I was absentminded and left it there, but these people didn't even care... read more

Rip off - one star due to the inconvenient hours that this place is open on the weekends - it closes at noon on Saturday and is not open on Sundays which means you absorb the costs of renting on both Saturday and Sunday if unable to drop off the car before noon on Saturday. It's Enterprise's way of charging you for two extra days. If you want to drop off the car at another location that is open, i.e. SFO, there is a $150 charge for dropping off at a different location. Either way, you're screwed. Also, there is limited parking after hours at Enterprise (i.e., 4 available parking spots), so the choice is either to park in the street and risk damage from traffic driving by or park in the only available parking spot (handicapped) and receive a parking ticket from San Rafael. One star for the friendly and service-oriented rental staff who rented us the vehicle and for the vehicle itself which was fine and performed well. Definitely not renting from Enterprise again unless hours of operation are adjusted. read more

I had a great experience at this Enterprise. I have in-laws visiting from out of town, and my tiny little car barely fits my family, let alone 2 more adults. So, we decided to rent a car. It's way expensive everywhere to rent a van, but Enterprise had a weekend special for $19.99/day to get a full size car, so we decided to get it. 5 of us could get in that car, and if all 6 of us needed to go somewhere, we could split into 2. I was hoping for a free upgrade... So, my husband and I get there, and they were super friendly. They offered us a nicer, bigger (but still 5-seater) car for $5 more per day. We said we'd take it. When they brought the car around though, it wreaked of cigarettes. There was no way. We told them we couldn't take it, and they offered us a Dodge Journey which converts to a 7-seater for the same price. So...for $25/day, we got 7-seats....KACHOW! Returned the car today. They were still super friendly. Give this place a try. They have the best prices in the area. read more

Not having a good experience so far! Staff don't call back and do not seem to be very accomadating... Have a issue and still not resolved! Maybe they will come through for me when things are finalized... I'll be posting shortly after.. read more

I contacted Enterprise at IRWIN, San Rafael location because I work nearby. Front desk Staff there was awesome especially Danni. She was totally understanding and empathetic towards my needs. Phone manner is spot on! She was calm, professional, and made me feel important. Danni reassured me there would be a switchout available and said just come on over and we'll take of you. Jumped into a Ford Focus, easy, efficient, in and out in less than 10min (845am black Friday so not too busy). Thanks Danni, Enterprise is lucky to have you! read more

I have used this location several times. They have always picked me up. You have to call ahead, sometimes they are very busy. Plan ahead. The office has been pretty quick, but I have always been there in the morning. I have always been flexible with the car, and have been pretty lucky. I was once upgraded to a MB, nice car. I will use them again. read more

GREAT experience for our family. Hailey should be made a Regional Manager, she works so hard and goes SO far above and beyond to help the customer. We had happily used them for a couple road-trip rentals before, but when my wife's car was more or less totaled and we needed to start a long-term rental setup, they really came through. The ENTIRE staff was great week after week, and Hailey in particular went out of her way to always set us up with great cars for my wife to try out each week until she found her next actual purchase. The worst part about finally buying a new car for my wife after months of renting was no longer feeling pampered by Hailey and the excellent staff at Enterprise. Thank you! Sincerely, James & Susie read more

Needed a car because my car was being serviced at a local mechanic. They told me they were putting me in a Ford Explorer, which I waited for 15 minutes right next to, before I flagged someone to give me the keys, only to be told that they were actually going to put me in a Toyota since one had just come in (they were busy washing it). Seriously? So, poor communication, poor customer service AND they charge per calendar day not by the hour. Renter beware. Needless to say, I would not recommend this place to anyone...try to avoid this rental if at all possible. There are other options in San Rafael. read more

My car was going in an accident so I needed a car. David has been amazing. Can reserve a car online.. totally accommodating to my needs. Pricing is very reasonable read more

This is the worst place to rent a car. Please rent from somewhere else. They do not tell you things and you will be completely surprised by your bill!!!!! I was given a quote and a price for insurance. When I checked out my quote was more than doubled because the insurance was per day, not for the whole week. I was supposed to pay 300 for a cheap car and the price when I returned it was 800. I was shocked because no one explained that. This kind of thing has happened to me repeatedly there with hidden fees. Do not go there!!!!! read more

Excellent customer service. Easy to rent a car and return. They even picked me up and brought me to their location.

Everyone is so helpful, and they have great communication, so when John Witter hooked me up with a great little Mercedes Benz for a three day road trip And I decided to keep it a few days longer JOSH ROSEN was able to pick right up and give me the weekly rate! These guys take the time to show you all the in's and out's of the car ...seat ajustment, instrument panel.. all around perfect experience. read more

I have rented cars here for the past few years, alway had a good experience. Recently I had a change of plan and arrived in Marin a few days earlier than my reservation. I checked with the other San Rafael Enterprise and they were less than helpful--just pointed to the empty lot and said that's all we've got. When I stopped by the Irwin Street Enterprise, Josh went out of his way to find me a car that day. I was grateful and happily went on my way. Linda E. Miller read more

The thing I love about this place, is they don't spend any money on decorating the office, but spend that money on quality employees who give wonderful customer service and awesome cars at a great price! When I walked in, I had no idea what a treat I was in for.. My car was being worked on at a shop in the area, and I needed a car quick! I walked in with no reservation, demanded a car at a good price, and Colin and Alex took GREAT care of me!! I was surprised with the great price for the car I got, a large Ford 4x4 pick-up with only 3,000 miles on it, very nice! I was out of there quick and easy, dropped off the truck the next day without any hassles, nice and quick! Thank you Enterprise, and Colin, Alex, and that nice young lady who gave me a cup of water since I was on my bike the next day! read more

It was Saturday and there were a lot of customers waiting and only one employee working. But we got our car and were on the road in no time thanks to the very professional and pleasant Heather! Whenever I need to rent a car I come here - always get fast, good service. read more

PEW! I've had two rental cars that both smelled like a public restroom from this location. It smells like crap and cologne used to mask it, I have to wash my clothes every time I go into the stinking rental car it's so gross. Will be laying out towels so that I don't come into contact with any surface of the car. The service here is fine, but wow - get some new cars or deep clean them. I should have known when the guy gave me the car with all the windows down. read more

Service has gotten better....the new management is getting the kinks worked out. I am hopeful that Enterprise can still be my go to car rental....the last 2 cars I rented were what I asked for, and I had no issues....yay! read more

I know this is long in coming...but, it is only now that I realize just how GOOD the folks were to me at Enterprise Car Rental in San Rafael...I lost my car due to a no-fault accident and have asthma and was taken away by ambulance...I survived, but my car didn't...After healing a bit; I realized I needed to rent a car while I was 'in between cars" I live in Marin and decided to give Enterprise a try...THEY WERE NOT ONLY SORRY TO SEE MY WRIST BANDAGED AND ME CUT UP -- they went 'Above and Beyond' in helping me get back in the driver's seat and get some important things done that I had to do (you NEED a car in Marin -- if you have any kind of meaningful, busy life at all)!! I am ONCE AGAIN on my way to rent a car on Wednesday again because the old used car I bought to replace my nicer car has a blown clutch!!! I am devastated...and, yet, life must go on. Last time I was there, they gave me a great car for a great price the once again I find myself needing a car for a couple of days....From the manager on down to everyone at the front desk,, thank you. You were professional, kind, courteous, and understanding of my trauma of having had an accident at that tiime,last year...I'm over it!. Now, I just need to find a way to have a nice mechanic fix my clutch on my broken old car!!!.....I give them high praise and kudos to being 'human beings' instead of just "computerized zombies:. Angie read more

I'm a steady customer for many years. They could care less. Poor customer service, no accommodation, killed two hours of my morning. Hello Hertz. read more

So my car had to go to the shop. Needing a car urgently, I called these people. I explained that I really need a car fast. They took all my information over the phone, very long process including all the information on my drivers id. They said they'll bring it over at noon. It was a Saturday.. Tbough 3 hours was a long time, but I thought at least they're bringing the car here. We were all ready by 12... 22:15.. 12:30, 12:45.. No car! I called and got their recording!!!! They were done for the day and will be back Monday morning.. Where is the car? I have a confirmed reservation, see the picture... No car! Called the mail line.. Got someone who knew NOTHING! It's like she was answering phones but had no idea what business she was answering for.. After a number of unsuccessful attempts to explain the problem to her, I asked for a supervisor.. I won't even tell you how long I was on hold until her royal highness, the supervisor, answered the phone. After explaining the issue of the car that never showed up, she said 'well, you should've called them before they went home" I said but the car was supposed to arrive at 12 and this is when they close, and what does the very knowledgable supervisor say " anything else I can help you with?' To which I lost my mind and she hung up on me!! Called again, got another supervisor, Richard, who was just as big a moron as the previous one.. There you have it.. Thats enterprise and the mystery of the vanishing car.. I'm not sure if only this branch have dumb people, but it seems to be the perquisite to work for them. They really suck. . read more

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

I can't tell you how much I appreciated the superior customer service i received at this location. I believe the Assistant managers name was josh. He was a life saver. I had to bring my car into the dealership because the CEL was on. I was already running late for work and I felt like I was running around with my head cut off to get a car. I went to the Medway location and they couldnt do anything because I lived in novato, then I went to novato and they didn't have anything, and then after going to hertz, I was about to give up and then decided that the Irwin St would be my last option. They gave me a good car, and the manager was very understanding and very professional. I totally recommend this location. Im gonna totally be renting my cars here from now on and giving them my business because of Josh's superior service. Thanks again, you guys rock!!! read more

I had the car because my car was in the shop and the shop paid for the rental. I drove the car 25 miles max and put 2 gallons of gas in it. I check my account and they charged me almost $20 for gas and say I drove the car 80 miles. Eventually after trying to say a drive from downtown San Rafael to Corte Madera and back is 80 miles, they agreed to refund the money. This is the second Enterprise I've had trouble with. read more

Maybe it was this location. Maybe it's Enterprise... but I won't be going back here again. I rented a large SUV for my wedding, to transport several of the wedding party and a number of supplies out to the Sierra's this past fall. I rented it weeks in advance. When I arrived, the SUV was unavailable. After several minutes of frustrating conversation, It became clear that they had given the car to an employee to use for the evening. They were either unwilling or unable to get the car back that evening, but promised to have it for me in the morning. With no other choice, and a deadline to head out the following morning, I left and came back the next day ... to no SUV. A minivan was waiting - which covered the size requirement, but gave me no peace of mind in the event of snow. No apology or explanation was forthcoming. You just got the feeling that these guys were so used to delivering bad news, that they had just stopped caring. read more

This place sucks. I made a reservation for a car, Over the phone, at this location, with a sales rep. I go to pick up the car and they do not have any cars. What the Fuck is that. Definition of a reservation: 1. An arrangement by which accommodations are secured in advance, as in a hotel or on an airplane, 2. The accommodations so secured, 3.The record or promise of such an arrangement. This was the worst customer service I have ever experienced. read more

Made a huge mistake and put rental on my partner's card. DId not fix it. Sent me to corporate office. Still waiting for resolution. read more

Five stars to this fine establishment!! The entire crew here is top notch. Don't believe these naysayers, and possibly pass over the gem of the greater San Rafael area. Vincent and Josh will give you the royal treatment!! read more

I'm a big Enterprise fan. This location is even better. They made time even though it was almost closing. They sent a car to pick me up. I had absolutely no problems. The bill was right. Highly recommend. read more