Despite the other low reviews I was a bit concerned doing business here but I didn't have a choice as my rental pick up from DFW was not working out due to low battery issues. Enterprise had all my info, instructed me to come to this location on Jack Kultgen to do a car swap...as soon as I arrived I was greeted and helped by Cassidy who was prepared for me. She handled everything swiftly and manager David also made sure things went smoothly and I was in and out in under 10 minutes. Fantastic service and coordination! read more

I had a disappointing experience with the Enterprise location on Bagby Ave. in Waco. My insurance approved an SUV, but I was only offered a Camry or a minivan, suggesting they didn't have the reserved vehicle class. The car I received was also dirty at pickup. After returning it, I was charged an additional $46.20 for "detailing," bringing my total out-of-pocket cost to $96.20. I spoke with the manager, Matt R., but never received a clear explanation. I was told there was "a lot of food" in the vehicle, which is not true--I have a 4-month-old baby, don't eat in the car, and have no pets. I returned the car in the same condition I received it, and nothing in the paperwork indicated I was responsible for professional cleaning. Enterprise typically handles cleaning between rentals, so the charge felt unjustified. I also noticed the location is hiring an automotive detailer, which raises concerns about whether staffing issues are being passed on to customers through fees. read more

The location on Jack Kultgen in Waco is TOP NOTCH!!! They were incredibly busy, but each staff member was working at "warp speed and showed amazing teamwork! They were incredibly friendly and had great customer service! read more

It no matter what, take an hour or hour and a half to get your car, regardless if you give them information before or not. It's actually like a ridiculous wait time, so over it. I get maybe you're understaffed but as I'm writing this I'm looking at a dude sitting down just on insta that works here while there like an hour wait read more

From start to finish, this team went above and beyond. SJ Taylor was incredibly helpful over the phone, walking me through exactly what I needed to do. Jonah picked me up from Crash Champion quickly and was such a friendly, welcoming young man. Caleb Chavez handled everything with professionalism and efficiency, and Cassidy Maxwell noticed I was in a hurry at drop-off and did everything she could to help me make my appointment on time. I honestly expected this to be a long, stressful process, but it couldn't have gone smoother. This whole team is friendly, fast, and truly customer-focused. Highly recommend! read more

I recently rented a vehicle from Enterprise on Jack Kultgen, and unfortunately, my experience was extremely disappointing due to the way I was treated by the employee assisting me, David. Before arriving at the location, I spoke with a very kind and professional young woman over the phone. I explained to her that I normally drive a Ford F-250 and was hoping for something at least somewhat comparable in size because I have a large family. She explained that my insurance would only cover a certain amount and that a regular-sized truck would cost an additional $20 per day out of pocket. I completely understood that this was an insurance limitation and not her fault at all. I even explained that while I preferred something larger, I really did not want to pay additional out-of-pocket expenses if possible. When I arrived to pick up my rental, the interaction with David immediately felt uncomfortable. I calmly explained that I understood a truck might not be possible, but that something even slightly larger than a very small compact car would be helpful for my family. Instead of listening, David responded in a very rude and condescending tone by saying, "So you want the smallest car we have?" That was clearly not what I was asking, and he knew it. It felt intentionally dismissive and sarcastic. What made the situation even more frustrating was what happened next. While I was standing right there, another customer requested a Toyota Camry. David openly told that customer he was going to upgrade him for free to a larger midsize SUV. Meanwhile, David proceeded to assign me the small Camry. The entire interaction felt less like customer service and more like a display of power and aggression -- almost as if he wanted to make it clear that he could do whatever he wanted regardless of what I had politely requested. At that point, I chose not to argue or create a scene. I simply accepted the vehicle because I needed transportation. However, for the next week and a half, my large family struggled to fit comfortably in a vehicle that was much smaller than what we are accustomed to driving. It created unnecessary inconvenience during an already stressful time. To make matters worse, I was still charged an additional $2.00 per day for what appeared to be the absolute smallest vehicle they could have possibly provided me. That honestly felt insulting after the way I had already been treated. I understand that vehicle availability and insurance limitations are sometimes outside of an employee's control. What is within their control is how they treat customers. Had David simply spoken respectfully, listened to my concerns, and treated me with basic courtesy, this review likely would not exist. The young woman I spoke with on the phone demonstrated professionalism and kindness, so I know respectful customer service is possible at this location. Unfortunately, because of this experience, it is very unlikely that I will use the Enterprise location on Jack Kultgen again. To be honest, this interaction has made me reconsider using Enterprise at all in the future. Customers deserve to be treated with respect, especially when they are already dealing with stressful situations that require a rental vehicle in the first place. read more

Person on the phone told me there were no rentals in Waco available. I called a different location to ask and they said they could help me. Mind you, this location gave me a voicemail the day before my departure after hours for enterprise saying they had no vehicles available and to call back in the morning. The guy on the phone basically told me to figure it out read more

Absolutely frustrating experience. First it took an entire hour just to pick up my car. Then once I finally did, I start driving to my destination and it shows a maintenance error and the car's transmission was slipping. The staff insisted on test driving it and having me wait around, while I was just trying to quickly get to a wedding. And then they said they "couldn't get it to replicate" and made me feel stupid for even bringing it back. Waited another hour and half for another car. When one finally came they were trying to charge me MORE MONEY for switching from a Toyota Corolla to a Chevy Malibu...as if I chose for my original car to not work. I was able to communicate my disgust with their service and they dropped the added charge but not before I was even more irritated. I was late for the wedding and thoroughly unimpressed with Enterprise. Then a couple days later I was leaving the wedding and my second car had a tire pressure light which they told me they had handled when I picked it up. However, when I stopped and went to fill the tire I saw a nail sticking out of it. Clearly this car should not have been put back on the lot without fixing it, but the negligence of this company is apparent, so I shouldn't be surprised. I then had to drive 20 minutes in the wrong direction to the only open location near me for the "roadside" assistance. Got there and there were 2 people working and nearly 10 in line waiting. These employees were kind and patient but Enterprise clearly refuses to staff enough people to provide anything remotely close to a positive customer experience. After over an hour, I finally got my THIRD RENTAL FOR A 2 DAY TRIP and by the grace of some higher power, actually made it home. Will 1000000% never use Enterprise again. read more

As a traveling business man, I will say I'm amazed this is ERAC location. After a extended call to reserve a vehicle to meet our time slot...we drove almost an hour and a half then they did Not have the vehicle reserved an hour before. This was a not at fault insurance claim... they are NOT honest and very sloppy with a disgusting office area that smells of arm pits! No integrity, they need supervision and customer service training. To top it off (this is just the 30k feet view), they said they had a smaller vehicle for us and then they still had to wash and prep for the rental... they don't care about customer's timelines and it shows! Go somewhere else, anywhere else! Go to Sanford and Sons and get a beater, you'll be better off. read more

Do not rent a vehicle at Enterprise in Waco, Texas, specifically the location at 1601 Jack Kultgen Fwy, Waco, TX 76706 (Interstate 35 Frontage Rd & S 17th St). They rent out vehicles with preexisting damage. If you notice any damage whatsoever, minor or major, report it and request documentation of the previous damages. I noticed a small dent prior to renting a vehicle and pointed it out. She claimed that it was nothing and they weren't worried about it. Please have them give you documentation of all damages. If they fail to do so, don't rent the vehicle. They will tell you the small dent is nothing they're too worried about, but when you return your vehicle, they'll accuse you of the same damage you spoke to them about. Be aware! Do not rent a vehicle with any type of damage, even if it's a small dent or scratch. If you noticed it, they notice it too. They will try to pursue you for a fraudulent claim. read more

I was having a pretty rough day when my car broke down but Enterprise truly made it better. The employees were very attentive, kind, and so patient even as they got pretty busy. I am especially thankful for SJ who went out of his way to help me address a more complex situation. Their service was truly above and beyond. Thank you to the whole team for listening and providing excellent customer service! read more

I used Enterprise through a Progressive auto accident claim. While my initial reservation was for a compact car, the reservation had to be changed to a larger vehicle at the last minute. While I did not get a confirmation by the time my damaged vehicle needed to be dropped off for repairs, the staff at Enterprise was able to secure the larger vehicle before the end of the day. While they were extremely busy, they were also very professional and accommodating. Great, friendly staff, just doing their best! read more

My truck's driveshaft decided to fail last week in Waco. So I had to tow it to a transmission shop and rent a car here. Ended up taking a week to get my truck back from the shop on La Salle. But this Enterprise location made it easy to figure out transportation while my truck was in the shop. And the a/c went out on my first rental. But exchanging it for something else was really easy. And when my truck was finally ready they gave me a ride to go pick it up. I was really thankful I didn't have to walk for thirty mins in TX heat with boots and jeans on. I'm moving back to Waco after a few years away. Their hard work made me feel like I never left. read more

Absolute worst experience with Enterprise ever. There was only 1 worker and he had a line of 10+ different customers waiting. It was taking him more than 10 minutes per customer so the line was only getting longer. After realizing we would be here for hours... we left and got a rental car down the street much quicker. We would still be in line if we hadn't left. His sick worker came in during shift and was laughing about being sick saying she couldn't be there but she was in a small store of 10+ people. Poor employee working was trying but why would there only be 1 employee when you know you have all of these rentals booked. What an embarrassment, we will not be back. read more

Worse experience ever after waiting in line for literally 1 1/2 hours because there is only one guy working, when I get to the counter the guy cannot find my reservation after basically asking me as if I was an idiot if I've made a reservation which is the first thing I told him I done. I had to literally show my phone call log to show I called his store. He proceeded to tell me that I was probably routed elsewhere cause they don't have the manpower to answer their phones, and likely they had not received the insurance information on my claim and when I asked why no one called me back to let me know they had issues, he had no answer, basically one excuse after another just deflecting. As if I as a customer am supposed to know their policies when they have not shared it with me. At the end he offered me a Nissan Altima at the rate of $98.00 per day which is ridiculous when I know for a fact the insurance gets a lower rate, we are just renting the vehicle not buying it. So, instead of admitting their shortcomings he just kept deflecting and when I asked for the manager information he stated "I am the manager" well enough said. read more

They canceled my rental reservation the morning of. I was not thrilled, and they didn't offer anything helpful. No other rentals, no other places that might have cars, nothing. Worst service I've gotten from Enterprise. I was very disappointed. read more

Horrible services , never answers phones , and when you make reservations with them good luck bc they will give you the run around when the original isn't available . read more

The vehicle class i rented was not available. The reason they gave me was that I was two hours and 45 minutes late. Although, I received no phone call two hours and 45 minutes prior. I had tried to change it online but the app would not let me. The day before I had called five times trying to talk to them and they didn't answer the phone that they call people from. They will call you over and over without a problem to tell you what they want to tell you, but they do not call you when they're going to rent out the last vehicle available for a Diamond member. So, upon my arrival, he wanted to tell me that I would have to pay for a class upgrade. Although as Diamond, I have free upgrades in the system and a contract that gives me a one class upgrade for free. No other enterprises, has ever handled themselves in such an unethical and classless way. Actually, I've never had that experience with Avis or Hertz either. His reason was not valid because he did not try to call me two hours and 45 minutes before to ask me if I was coming. Let me be clear they had will call repeatably to tell you deposit amounts and specifics to the rental. They will call you from a phone number after hours that you can't call them back on. They clearly were not shortstaffed either. I walked in to have three employees standing there with zero customers. And they're low on cars. Lol. Ridiculous management , unethical beyond words. read more

We reserved a car for a one way trip 3 weeks ago. Received a sketchy call after business hours the night before pick up that we "may" not have a vehicle available but to call in the morning. We called the enterprise number (central calling) and confirmed our reservation. Went to pick up and were informed at the desk that "we called you and told you we don't have a vehicle. Here's a business card for YOU to call another location to see if they have availability." No apology for the inconvenience and no help finding new accommodations. read more

I was overcharged because they claimed I used a vehicle for 900 miles in two days I have been calling emailing for the past two months and I have not gotten a resolution. I haven't even received a call back from their corporate number. Four times I have been told that a regional manager will reach out to me shortly within 24 hours and I have not received a call. They charged me 300 extra dollars and they are not willing to reply to somebody who has been very patiently waiting for a phone call back. Nobody has even tried to find a resolution to my dispute. Never will I rent with Enterprise again. read more

Customer service surpassed my expectations. EVERY SINGLE employee interaction was excellent. Jordan, Tay, Ashley.. Y'all are great. They even took me to get my insurance replacement car after I returned my rental, then saved my magnet clip I left in their car. Pricing was good, car was good. Happy client here. I'll recommend them to others. read more

This is long overdue! I came in the week of feb the 8th and one of the best experiences I have had in a long time. I actually went to the wrong location to pick up my rental car, as I was informed that I was at the wrong location DeMarco Butler said that he could help out and get me on the road. He even put me in a truck at the same price as for the rental car. Needless to say I'm a truck guy, it was much a appreciated. I hope this is read by someone high up in Enterprises corporate office, so they know that they an awesome branch manager, and they need to give him a raise or a bonus because he went above and beyond his duties. And i will be back when I need to rent another vehicle. Good job Demarco!!! Thank you Clay Powell read more

They never keep enough rentals in stock. The service is slow, and they do not follow the policy's they have posted online.

Horrible. Unprofessional. Worst enterprise location I've been to, they treated me awfully

If I could give them a negative score I would., I was unable to return a vehicle to this location due to tornadoes in the area and was charged an additional $300. When I spoke with the "manager" not only did she say I HAD to pay the $300 but there was no one I could speak too. I have NEVER been treated like this from ANY other locations....NEVER RENT FROM THIS LOCATION THEY ARE HORRIBLE read more

After a booking snafu (and awful customer service) at Avis, I found myself at Enterprise... thank God. I worked with Lane on the phone, who assured me he could get me a car within a few hours (on one of the busiest Fridays). I showed up around 3:15, was in and out in less than 10 minutes with an upgraded vehicle at the same price I would've paid at Avis (via Priceline). Prompt, pleasant and incredibly efficient. The drop-off process was just as easy. Highly recommend!! read more

We rented a car from Enterprise in Fort Worth, and about 5:30 on Friday night, the dash board started acting like it'd been taken over by poltergeists. We called our original location and were referred to this location. We were about 30 minutes away from the Waco location when we called to let them know that we were on our way. I spoke to a guy named Brian, who our original location said was the manager. He basically told us they closed at 6:00 p.m. and wished us luck getting there. We called at 6:03 to let them know we were almost there. We got no answer, so we had little choice but to drive to our destination. Seemed to us that if the folks at the Waco location cared about their $15000 investment, then that was their call. Fortunately, we made it safely (our dashboard still spazzing out, of course). Special thanks to Carlos in Marble Falls and Nary in North Richland Hills! read more

Another leg on our vacation. The car wasn't ready when we stopped at Enterprise but they would pick us up when it was. Richard (our pickup) was knowledgeable on where we were staying & called when he got to the park. It was like they knew we liked the Rogues!! Top of the line. We didnt want to return it. The employees were cheerful & had the paperwork ready so that went very quick. Return it went almost as quick...delay?? Only one there that early & Hub forgot his walker in the Rogue...but they caught it!! Thanks, guys!! read more

I was in a really bad spot by the time I rolled into this enterprise location. My rental from another company caught a flat 2 hours away from the dallas airport and I only had that plus about an hour or so leeway in my time to get to my flight. DeMarco (Assistant Mgr) and Jordan (???) were able to 'switch' my car for me by calling an affiliated location and change me into another car all within about 45minutes. (I did some research after arriving home and found out this was extraordinarily quick) I made my flight with a few minutes to spare. These guys rock, they didn't earn anything from this encounter off me and saved me about 150 bucks on an otherwise missed flight. -Richard G read more

Scheduled a pickup at a hotel 3 minutes away. Ashley called the day before to confirm. Pickup time came and went. After 20 minutes, I called their office. Nobody answered. I called the reservation number, and they said they would send an email to the Waco office to have them call me. Nobody called. I tried to call them 8 more times, and nobody ever answered the phone. The reservation office tried to call, and they couldn't get through either. After an hour, I got a taxi ride to the office. I told Ashley they were supposed to pick me up an hour ago. She just said she knows, but they have been busy with customers (what did she think I was???). I said I have been trying to call, but nobody answered. She said they haven't been able to answer the phone because they've had customers. I said the corporate reservation said they sent you a reminder email. She said she got it, but has been busy with other customers. Then, they didn't have the car I reserved. read more

Great service at this location. The staff personify every promise in their mission statement. I've never searched a rental car company to leave a review, but their service staff are so deserving of the time and effort, that I found my way here. I will always seek to rent my car from this location. Furthermore, I'd already left an excellent review before I realized I left a high dollar item in my rental car, contacted the location and they had my item! I picked it up that day, and of course, had to leave a second positive review! read more

Construction work made this location very difficilt to get to. On top of that, staff was very rude and unfriendly. Would not recommend anyone use this location. read more

Dealing with this enterprise and all enterprises is so difficult and unbelievably disrespectful. They completely lack professionalism and the Hispanic woman that is a manager does not deserve to be in that position. I broke down near Waco while traveling to drop my husband off for deployment overseas and they made the process so difficult and completely waste full of my time that I hope I never have to use them ever again I'd rather be out a vehicle then deal with enterprise. They tried to charge me almost $200 for a detail fee when the detail that was supposedly needed was completely unneeded. The manager never even looked inside the car to confirm what I'm assuming is a associate or whatever that word would be for her position. The manager is also the one who rented the car to me and never disclosed any information about having pets inside the vehicle or having to vacuum it before you return it otherwise if it had been disclosed I would have been sure to do it before traveling over an hour to drop this car back off and have to miss an entire day of work trying to please them when I am the customer and they should be the ones trying to please me. There is a complete miss with customer service with this location and all others that I have had to deal with. I will be calling corporate to file a formal complaint. Do better. Sitting on your phone is not a job. That's pure laziness. Also, the Caucasian dirty blonde girl who initially checked the vehicle before taking it to her even lazier manager, laughing at a upset and also distraught customer shouldn't be employed, period. read more

I used to rent cars all the time at Enterprise because I traveled a lot for my job. This specific branch was always fantastic (I do not like the branch on Waco Drive). I never had a problem with them, they always had my car ready and waiting, The employees were all fantastic. I did just rent from them this week because my car was getting a repair. I had no issue with the rental car. I did have a very alarming issue when a very old man came to pick me up and take me to Enterprise. It was maybe 2-3 miles between Enterprise and Service King. In the space of that time the driver turned left at a green light directly into oncoming traffic. Three cars had to slam on their brakes and we had to reverse out of the intersection. The old guy said that he thought he had a green arrow. I decided to let it go, since everyone makes a mistake. However, 2 minutes later we were on the I-35 access road and he completely blew through a red light. It wasn't yellow turning red. It was a solid red and he didn't even see it, or slow down, or notice at all. It was scary. I did report what happened to the assistant manager on duty, and she said she'd talk to him about it. However, I think he probably shouldn't be driving customers around at all. That happened in the space of a 3-4 minute drive - I can't imagine what would happen on a longer drive. He was a very nice man, but he really scared me - twice. Unacceptable. read more

I rarely give out bad reviews, if I could give a zero I would. Please consider this warning prior to renting from Enterprise. I rented a vehicle from Enterprise Rent a Car at this location, due to limited customer parking, I was instructed by Blake Dotson (Enterprise employee). to park my personal vehicle in the return lane. I parked my vehicle at the end of the rental lane with at least 6 ft of clearance in front of my vehicle, to allow ample room for the Enterprise employees to move their rental vehicles (mostly white vans which are parked in the adjacent rental lane). I also infomed Blake Dotson of the clearance and to take care of my new vehicle. I returned the rental vehicle 4 days later at approximately 2:15 pm, only to discover my BLACK personal vehicle had been damaged on the driver front quarter panel and bumper with destinct white paint marks from the vehicle that hit it. I immediately called Enterprise "800" number as this location closed at 1 pm and emailed photos of the vehicle damage to Blake Dotson. I called the office the next day (Sunday) spoke with Drew and then with the manager, Parnell on Monday, who did fill out an incident report. Both Drew and Parnell were email the photos. Enterprise insurance ELCO agent Anthony Hawkins also got the photos and informed me the next day, that no employees had reported hitting my vehicle and there are no surveillance camera, so therefore, they are not at fault...???? I also spoke with Rosie Thomas, district manager who agreed with the following - When customers return the rental vehicles, the customer parks it in the rental return lane. It is the Enterprise employee who drives the rental vehicle FORWARD to wash bay or to deliver to a customer. But she denied her employees hit my vehicle... I also spoke with the Enterprise regional VP Anthony Castoldi, who accused me of damaging my new vehicle??? The damage was done when a white vehicle was driven FORWARD in the adjacent rental return lane, cutting across the lane my personal vehicle was parked in and hit my vehicle. Enterprise is clearly at fault and they have has just blown it off. Obviously the Enterprise company especially Corporate management and employees do not care about their customers (and the customers personal vehicles). Don't waste your time or money with ENTERPRISE RENT A CAR company as they lack values in honest and integrity. read more

The store Mgr. would not wait 5 min after they closed to bring our broken car an change it out

Made reservation one week in advance including a specific time I'd get the car so I could get to work on time. On the day/time I was to get it, they said no cars were ready, so I had to wait 15 minutes until they cleaned one. read more

This WAcO location may be a bit sketchy serving area College students. My daughter's first rental and because in TX it seems typical to take over 60 days to do body work on her own car ((maybe Covd has something to do with this?) Her Enterprise rental covered by insurance won't cover the actual time to fix her car, Add insult to injury, when turning in her rental 2 days late which we were prepared to pay, she suddenly had a problem with alignment. Not listed on her contract , was a chip to the paint indicating a possible damage from a previous rental, that wasn't noted. Short story short a simple return became an unexpected, 60 % overcharge deposit, plus repair, for something she didn't do. The contract says"adequate" review of cars condition at pick/up@. Adequate reviews covers educated enterprise rep walking a first time renter around the car. Our word against theirs that the damage was there at pick up. No recourse for us. Curious how many others have had a "minor" damage report that suddenly happened during rental when there wasn't any accident or concern noticed by the renter? read more

This is the BEST place to rent a car. I have traveled allot in my life and rented many many cars from many different company's and this Enterprise is the BEST OF THE BEST!! Great customer service, knowledgable staff, and easy to work with. I would recommend this Enterprise to EVERYONE . read more

Had to rent a car cause ours broke down. Kept the car for over a week. People were very friendly and helpful. Gave my husband a discount for being a Veteran which is always nice. Will rent from them again if we ever need to. read more