Subpar customer service. Vehicle reserved not available. Will not be using enterprise going forward.

Excellent customer service!! Highly recommend this professional and caring staff!! They helped me in a time of need and were so efficient. read more

Unfortunately every time I've been in I have been serviced by the same miserable employe.. she always seems bothered to see a customer come in. The car I rented smelled like cigarettes and dirty toilet. The last time I came in they gave away my car and asked me to purchase a more expensive reservation. read more

Will never go to that location nor recommend anyone. Booked full size SUV 2 months in advance. On the pick up day SUV was not there. Manager told us that it will take at least three hours to get vehicle from other place. We told him ok and coming back home, on the way back home he called and asked if I can use van instead SUV. I told him no because I booked and paid for SUV. He said let me look for it. That means so far he didn't look for it. then after while he calls back and told us that he don't have SUV, I have to take mini van even though we booked two months in advance. My travel already delayed by three hours. I have to make phone calls with enterprise and find SUV from other location. Please DO NOT go to this location. read more

Terrible service. Very nasty and not helpful at all. Assistant Branch manager Victoria did nothing to rectify the situation.

We decided to rent a minivan for a road trip. We booked it well in advance for an 8:00 am pickup. We arrived to take the van and there was no van on the premises. We were informed we needed to go to the Maplewood location to pickup the minivan as the minivan they had for us wouldn't be there until 10. We asked about the Escalade on the lot and were informed it would be out of our price range. The manager offered a large SUV but with 4 kids and luggage that wasn't an option for us. The manager offered to send his guys to pick up the van. I'm not sure why this wasn't taken care of before we got there as there were 4 guys working when we arrived. He kindly offered to wave mileage for us as an apology. We went back home to wait for the drop off. It took them an hour to bring us a different car. There was no phone calls letting us know about the delay. This should have been a 20 min wait. We were standing with all of our luggage in our driveway for an extra 40 mins. There is a lot a mom can do with an extra 40 mins. You feel?? Our trip was delayed an extra hour and a half. I woke up 4 teens to wait an hour and a half. Not the best way to start a road trip. Their review might have been a bit grumpier. When I told the manager I planned to post this on social media he accused me of threatening him. So I leave that up to the reader to decide how threatening this review is. That said we are comfortably ensconced in our brand new minivan rocking the 80s tunes. read more

This location is closed due to Covid-19 however Enterprise website does not state this n allows u to reserve car here! Showed up this morning for car rental & ended up calling 2 other locations to learn I had to now drive to Union location for my rental... REDICULOUS!!! read more

I had a great experience with this enterprise branch. I rented a car twice from them so you'll be seeing a couple of names mentioned. The staff were all friendly and accommodating. They were patient and listened to my needs. For starters, Vinny was friendly and thorough when i first rented my vehicle. I was In and out in less than 10 minutes. John helped me when I had to extend my lease. He was professional and friendly and was able to find the perfect fit for my family. William was courteous and friendly as well. Although i didn't actually do a rental through him, he drove me back to my location. Again, great friendly service. Max took care of my 2nd rental. In line with the service I received from the others, he too was helpful, efficient and professional. read more

Rented a car from another Enterprise and got a flat tire. Was told I could exchange the car at any Enterprise. I went to the nearest Enterprise because I was worried that the donut couldn't take any sing higher than 50 miles per hour when I arrived at the Enterprise I was treated with absolute disgust. I was told I could get a basic car exchanged I had a premium car and then after I packed all my belongings into the new car they told me they no longer had the car I was then forced to drive with a donut tire 30 miles to Newark airport on the highway it was very dangerous. Horrible customer service I do not recommend going here. read more

Enterprise is my rental car agency of choice for frequent business travel. The airport locations tend to have better and more consistent customer service. This location happen to have very poor customer service. At time of pick up, agent did not greet me, car options and services were not provided, and the process was generally impersonal. The vehicle was pulled forward by the agent so she didn't have to step around a puddle. In doing so, she blocked the main entrance preventing other cars from entering/leaving, when it was not necessary for her to park the car there - she could have easily pulled it to the side and not caused me the further inconvenience of being rushed to load or move the vehicle. The office was busy, but it was handled unprofessionally and the airport locations are much busier and much more professional and courteous. At the time of drop off, the agency was not at all busy. When I entered to office and approached the desk, no agent was present. A conversation behind the divider was interrupted, a sigh was heard and an agent walked around the divider without greeting me or making any eye contact. She typed some things, did not look up, at which point I said hello in a friendly voice and she still did not look up, said hi as an afterthought while still typing and then asked me if I was returning - still no eye contact. She told me the balance, to which I did not respond and she finally she looked up, handed me the receipt and said nothing. I wasn't asked about my experience with the vehicle or customer service, as I am usually asked. What is the deal here? Poor management? Poor training? Disgruntled employees? Lastly, there is not any easy way to provide the location feedback online - create a simple feedback button that can port the data to the location's manager. There was no manager on duty or available to talk to me. read more

Worst rental experience ever had got a rental to go to Florida in a Kia Soul which the tire went flat on me then I had to wait till the next day and they gave me a Hyundai which was a smaller car then the Kia Soul drove back up north dropped off the car and I was accused of putting a dent that never existed ! They said they I wouldn't get back my deposit unless I had a videos which I had . So what they did was put a flag on my account and said I could never rent from them again because of the accusations they made . The name was Collin and Melissa they were so mean saying if you don't like it then you can go somewhere else ! So unprofessional read more

Don't go to this location. The manager is trained to palm off terrible cars. They forced and gave me a car that had a very bad smell and mold/mildew in the air conditioning. Go to any other location other than this one. Our entire family got allergies breathing the air in the car. I kind of got the smell before I took the car. However I was convinced it was nothing. read more

These guys are cheats and specialize in robbing customers of their hard earned money. Never ever book at the enterprise located at Scotch plains, NJ I booked a minivan for 3 days and got a receipt of $652 as damages charged on my credit card. As per the enterprise rep there was a dent on the driver side door. After closely checking both the sides of the car there wasn't even a scratch that was found. All the other scratches were already present before I rented the car. Beware of these guys. I have already filed a case with consumer affairs to teach them a lesson. Thanks read more

They were great! Dave made my transaction easy and they offered to pick me up from home. I ended up returning my vehicle earlier, and at a different location hassle free. Thanks John & Dave!!! read more

Terrible business practice. I had made a reservation online to pick up at 6pm. I rushed out of work to drop off my car at the autobody shop, my husband picked me up and we drove to Scotch Plains. We arrived at Enterprise before closing tim (6pm),an employee saw me but went inside after ignoring me (?).Um...ok..kind of weird but I brushed it off. I went to open the door and lo and behold the office is closed..how can a company close before the times the hours of operation? Especially if I had a reservation? Especially when the employees are there and they see me? I knocked on all the doors and called the number but it went to a fax machine. I called customer service and filled a complaint, and here is the kicker..they were not apologetic or offered a solution. Their response was well the office closes at 6pm so usually 10-15 minutes before closing time they close out all transactions..what? Then why did my reservation go thru for 6pm? While on the phone with customer disservice, there was another customer outside who was left confused with a rental agreement in hand and no way to hand in his rental car...I bet he was delighted to have to pay an extra day for his rental. So still in the front of the office on the phone with customer service at 6:15pm..when 4 yes count them 4 employees come waltzing out of the office as if everything is dandy..it was so absurd! Now I have to lose half a day's pay trying to find travel arrangements because they did not stand by their reservation. If you want to waste your valuable time and money, then please book with Enterprise in Scotch Plains. If I could rate it less than a star, I would. read more

I had a great experience with this branch recently. Luis delivered just what was promised. I called, talked to Luis on the phone and popped down during lunch. Luis had me in and out in no time with just what we had discussed. Thanks guys. read more

I had to rent from this location during the Christmas holidays due to my car being in the shop. This entire office was super helpful all along the way, and accommodated everything I needed. They were super nice to deal with, and totally hooked me up. This location and the people in it are the best, and I'd rent from them again any time. read more

While having a dent repaired in my car, I needed to rent a car for just two days. The staff at Enterprise Scotch Plains was so pleasant and helpful. I would certainly use them again. Only one thing--be prepared to wait when picking up the car. It is a busy office, and gets backed up easily. I have used them twice, and each time they gave me an upscale, new car (once an Infinity, and this time a Mini Cooper). When I returned the car, true to their word, they drove me to the auto body shop in Fanwood to pick up my own car. read more

Nice people, very attentive and fast moving. Rented a Ram cargo van to move some furniture, it was there when I needed it, and it was easy to drive. What more could you ask? One thing, The vehicle was not fully fueled, good thing I wasn't going long distance. read more

I would love to give this location a negative 1 star but that isn't an option. I have been renting cars from this location because it is the most convenient location for me. However, the service is EVERYTHING but convenient! I made reservations for cars and when I arrived the options that were available were never was I reserved for. The cars were never clean. Two of my rentals had brake light and service soon lights lit at the time of rental. I was renting cars on a weekly basis from Feb up until this past week. I received a letter in the mail saying that I was stealing and they would report it to the police if I didn't return it within 30 mins. Yet, they never failed to charge my card. After renting a car here for so long you would think that someone would inform me of the ENTERPRISE PLUS PROGRAM?! NOT I found out about this on my own and then after setting the account up they told me they would only credit my account from purchases within the last 30 days. However I had been renting for the past 5 months. Every time I come to this location there is a different set of employees so needless to say the experience is never personal and no one ever knows what's going on nor do they care. I did get a chance to deal with one very pleasant employee and unfortunately I cant remember his name. The women at this location besides Kari are all rude, underdressed, unkempt and angry. I will never do business with this location again and I am currently in the process of contacting corporate for several different reasons pertaining to this location. After spending about $1500 per month from March-Sep this location will never get another dime from me. I have moved over to Avis and so far so good. read more

A small operation, with limited parking, particularly after major winter storms. But the staff was courteous and helpful. They made sure the large SUV we rented for a trip to the Adirondacks had a large scraper/brush instead of the rather small default scraper. They picked me up in the rental car, so I could ask a few questions about accessories before being on my own. (The owner's manual was in the car, and answered a few other questions). I left my garage door opener on the visor when I returned the car, but when I noticed it, a quick call was all it took to have it retrieved and tagged for later pickup (when the major winter storm had been attended to). They even noticed that the scraper in the car was larger than normal, and asked if I had accidentally left it along with the opener. read more

Wonderful Staff, I dealt with several different people as I had to drop off the rental, go back a couple hours later to pick it back up again. They were so nice and helpful, just wish I had that same experience when I have to rent out of state. Thanks everyone. read more

I had a little bit of a mishap with the car I reserved but the lady helping me went above and beyond to make up for it. We will definitely use the Scotch Plains Enterprise again. Highly recommended! read more

Great, quick service by friendly staff... and car was ready as promised, clean and a hybrid, which was new and fun for me to drive.

I can't get over how TERRIBLE the service was here. I should have listened to Ben S's review because he was 100% right. This place is a sham and the employees are extremely disrespectful. First let me start with the 45 minutes I had to wait to even be acknowledged. There were two men behind the counter fooling around with each other carrying on and the other was with a customer that made a 20 minute phone call to figure out her insurance situation. So 45 minutes and not one of the three even greeted my friend and I. My car caught fire this morning and burned to the ground. They asked me for a reservation and I told them it wasn't exactly planned, but I needed one ASAP, to which the employee got a kick out of. I don't get the same satisfaction out of my pile of ashes, but to each their own. So they gave me problems about having no reservation and said I needed to present a valid insurance card. I told the man that my insurance company could fax it to them because mine was destroyed. They kept insisting on an insurance card which obviously wasn't happening since it had been torched, regardless that I had the claim number and my policy number on-hand. After a bunch of back and forth, it neared their closing time and I was trying hard to get out of there anyway, and the man went to check the lot for what cards he had in stock. The second man had left, but while he was out, the third man packed up his things, looked at my friend and I, shut all of the lights off, and walked out. I can not even believe that a company that is strictly based on service could have someone on their staff so blatantly rude, disrespectful, and audacious. A few minutes later, that man came back and said "we're closed, are you coming back tomorrow or what?" to which we replied that we would not ever be returning because of the terrible service. I had to leave without a rental because they pushed me out the door and now I must go to an Avis/Budget or other rental location tomorrow. Nothing about this experience was okay. Would give negative stars if possible. Location shouldn't even be in existence. read more

5 star service all the way!! They seriously went above and beyond. My husbands car broke down right before he was ready to go to work so we had to get a rental right away. I called enterprise around 5pm and asked for a pickup. They were at my house within 45 min even though they were closing at 6pm. They even upgraded me to a new truck for an amazing rate. I can't express enough how great their customer service was! They even called me an Uber to drop me home. Service can't be beat!!! Highly recommend!! read more

Charged me a $100 cleaning fee, and I agreed thinking it must have been in the paperwork I signed. Come to find out, THERE IS NOTHING IN THE CONTRACT ABOUT A CLEANING FEE! When I realized that, I went back and asked for a copy of my contract and a receipt for the money I just paid them. They said they were UNABLE to issue me a receipt because the insurance company didn't close out the account. I said several times that I was not concerned with the insurance company, but wanted to see where I signed agreeing to a cleaning fee. When I finally told them I was going to call the Better Business Bureau when the manager finally decided to issue me a refund, after being completely taken aback by my statement. The manager is rude, incompetent, and I'm sure has taken advantage of many customers by adding what he labeled as a "miscellaneous fee" on my account without them realizing that they DO NOT HAVE TO PAY IT. read more

I rented a car for one day from then and It was a great experience. The customer service is phenomenal. As soon as I walked in I was addressed. It was quick in and out service. My only criticism is that the car smelled a little bit like cigarette smoke. Other than that it was great. read more

Wow.. I don't know where to start. First, I've been a loyal customer to enterprise and this location for quite some time now. On average, I use enterprise at least once a month. This week, was a different story. Now I know this location has staffing changes for the past few months. Normally, the customer service is good but not recently. I made my reservation on Tuesday for a rental and a pickup for Wednesday. I called the location to ask about my pick up, the representative stated that someone will pick me at up at 10am. Hour later, called again. Rep said someone will be at my location which is literally down the highway, within 10 minutes. Let's say.. Until now, 2 days later, no call and no one picked me up. I'm baffled. So, I had to call a taxi to pick me up and made a reservation to a rental spot across from me. Unbelievable and unacceptable. I normally use enterprise for my business when I travel out of state. Never had a poor experience until this past week. I'll never use enterprise again. Sad to say, I'm choosing Avis as my new rental center which is 5 mins from my house vs. using enterprise which is also less than 10 minutes from my house. No call back, no one checked on me. I still can't get over it but I'll save $3.00 on car rental services and go with with Avis and still pay $7.00 for a taxi ride to get there. It's all about the customer experience. read more

I had an absolutely terrible experience this past weekend with my Enterprise rental. I was travelling across several states with another female and five children, including a newborn. Several hours into our drive our rear tire went flat. We pulled into a rest area and called enterprise roadside assistance for help. The woman who took our call refused to send any help to our location and was annoyed and impatient as she attempted to walk us through changing the tire. Luckily a truck driver came to our aid and was also shocked by her poor attitude and refusal to send help. Once the spare was put on we noticed that the spare was also flat. We begged that enterprise please send a replacement vehicle to our location. We ended up stranded at the rest area for two and a half hours, we were transferred and put on hold repeatedly, we were told to either drive the vehicle in that dangerous condition to an enterprise or to call for some cabs to pick us up. Every employee we spoke to refused to help us and continued to suggest we get a ride to their location. After two hours of pleading we were told that it was now too laye for them to send a replacement as their locations would be closing soon. Finally after my husband called a corporate number the nearest rental location sent a driver to pick up my friend and take her to get a replacement vehicle, leaving me at a rest area alone with five young children! When asked why he could not drive the new car to us and take the one eith the spare we were told it had to be towed and was not safe for him to drive, after we had been told repeatedly to drive it ourselves. I have still not been contacted by a regional manager as promised and I have not received any refunds for our horrible ordeal. Worst customer service experience ever!! read more

had to rent a car so i could bring my car into the shop. found a great deal online for about $30/day. got to this enterprise and at the END of the whole transaction, the girl casually tells me they're charging me $280 but that $250 will be given back to me when i drop the car off. that is beyond shady! and, apparently, its the same policy whether you use a debit or credit card. i complained and the dumb manager takes it upon himself to come over, try to shake my hand and then spew the same corporate nonsense. "it's company policy". then he starts talking down to me, like i've never rented a car before. "it's written on the sign right in front of you." you mean, its somewhere in the two pages of minuscule print that you've laminated as a placemat for the counter? "it's the same thing with hotels." well, dave, not the hotels i go to. if i use a credit card at a hotel, they don't charge a lump sum beforehand. "have you ever even rented from enterprise before?" yes, dave, i rented from enterprise in LA and, not only did i NOT get charged a lump sum before my rental even started, but they offered me a free upgrade. "oh well, policy varies by state." why did you come over here, dave? "i'm just trying to help." by, talking down to me and reiterating your stupid store policy? walk away, dave. if you're going to have a stupid policy that allows you to take EIGHT TIMES the amount of the rental out of my bank account and hold it ransom, you should put that in BOLD LETTERS on a HUGE SIGN on the counter. the girl behind the desk should LEAD with that information instead of tacking it on at the end, like if she says it quickly and quietly, maybe the customer won't notice. either way, you've lost my business. i had to do the rental today because i didn't have an alternative. but never again. and maybe you don't care, but it's pretty awful to run a business that people use because they were bamboozled into it and don't have another choice at the last minute when you decide to tell them their "real" charges. never again. good luck with that. read more