Enterprise Rent‑A‑Car, Washington NC Location I am submitting this complaint to formally document the unacceptable and unprofessional experience my husband and I had with the Washington, NC Enterprise location. We made a reservation four days in advance to secure a rental while our vehicle is in the shop. On the very day we were scheduled to pick up the car, we were told there were the vehicle we had chose was not available at all. This alone is a failure of basic operational planning and customer service. What is the use a reservation service when employees don't acknowledge it. Unfortunately, the situation only deteriorated from there. The first employee Jordan, we spoke with provided incorrect information and appeared unsure of how to complete the rental process. We left only because we were instructed to retrieve additional documents from our insurance company. When we returned, a different employee gave us an entirely new set of instructions and assured us that a vehicle would be ready by the end of the day. She also stated she would call us once the car was available. That call never came. When we called later, we were told a vehicle was ready. We returned to the location again, only to discover that none of our information had been saved and the staff acted confused, indifferent, and dismissive. One employee ignored us completely, and the overall environment felt unprofessional, disorganized, and lacking even the most basic courtesy. This morning, when my husband called to check availability, he was told, "We are not going to rent to you, ever," with the justification being that we "left twice." For clarity: we left the first time because we were following their instructions, and the second time because they failed to save our information and we had told them that we are to return the next day with everything. At no point were we rude, uncooperative, or unwilling to provide what was needed. We simply followed the directions given to us by their own staff. After this experience, I reviewed the public feedback for this location. It is clear that many customers have reported the same issues: dishonesty, lack of communication, unprofessional behavior, and poor customer service. What is even more concerning is that Enterprise's responses to these reviews are nothing more than polished, generic statements that imply improvement, yet the same problems continue to occur. There is no evidence of corrective action, accountability, or meaningful change. That is not customer service; that is bad business etiquette and a failure of management oversight. This location needs immediate intervention from corporate leadership. The staff requires proper training, accountability, and supervision. Customers deserve employees who are honest, knowledgeable, motivated, and capable of providing consistent information. The current state of this branch reflects poorly on the Enterprise brand as a whole. I would suggest renting from Greenville and not from here. If I could give zero stars if it was an option. read more

A very unfriendly place. They know that they are the only rental in town, so they don't care if you are happy with their service or not. I had a pickup truck reserved. I had already done all then paperwork on line, including payment info. My pick up was scheduled for noon, I called at 8:30 AM to make sure all was good, as I had to have a pickup that day. The manager J.C. assured me that the truck would be ready by 10:30. I arrived at 11, and was told by the sales associate (J.H.) that they did not have a truck for me. I explained that I had called and was assured that the truck would be there and asked to speak to the manager, and was told "you spoke to the manager earlier" and he refused to call a manager. He offered that he had a mini van, but no truck. I told him that a mini van would not work, again asking to speak to the manager, again I was told "You already spoke to the manager." When the sales man walked out with another customer, I followed to look at the mini van hoping it would serve my purpose...it wouldn't. For the 4th time I asked to speak to the manager, and was told for the 4th time "You already spoke to the manager". At the point I got extremely frustrated and said "Yes, but the manager lied to me and I need to speak to him again". At that point the salesman said "you can just leave, I'm not renting you a car today." And turned his back on me. I walked back inside to try again to get a manager, and there he was, had been there the entire time, refusing to talk to me. He proceeded to say that I had gotten in his sales persons face and they were not going to rent me a vehicle. First, he wasn't even outside to see our interaction, secondly the salesman was showing another vehicle to a customer and I was standing by the mini van, making it physically impossible to "get in his face", thirdly the salesman stands about 6 inches taller that me, again physically impossible. I never raised my voice. I went back to my truck to call Enterprise in Greenville (25 miles away) since I had already put all my info into the system. In the time it took me to make the call, the manager at the Washington location had gone online and canceled my reservation...I would have to start from scratch. At this point I was done with Enterprise, I got a friend to drive me to the Greenville airport, and I went to Avis where I got a truck and got it cheaper than what Enterprise had quoted me. Avis got my $600+ that was supposed to go to Enterprise. I was determined to file a complaint and did not want the wrong person to take the blame, so I went by the Enterprise office again to get correct names, and again was greeted with the same rudeness as the first time, the manager asked me to step outside to talk, I did. He immediately started with the "got in his face" argument and then told me to leave or he was calling the police. This was my second (and last) bad experience with the Washington Enterprise.Do yourself a favor and start at the Greenville airport. Very friendly, helpful folks at Avis and you're probably going to end up there anyway. Since writing this review, I received the response below. It is the same site I have already filed 2 complaints with. I contacted them again, and they couldn't find either of my previous calls. Apparently Enterprise acts like they are interested, but aren't. I went thru this whole story again, and insisted on getting case #, #15941730311...at least that's what they gave me. Avoid the headaches, avoid Enterprise. read more

Excellent service! Great people and selection of vehicles to choose from. Easy to find

Rented a car from Frederick, MD and turned it in Washington, NC. The employee in MD said the car was fine, just wear and tear in a couple places. It was still sort of covered in snow, slightly dirty and an overcast day. I went over it like I would have with other car rental companies. Little did I know I should have white gloved the car instead. I turned it in to a girl in Washington, NC on a sunny day and she pointed out a slight dent that could only be seen at a certain angle. Seriously I had to ask her to show me where it was and it took me a few moments to even find it. She took a picture (it took her quite a few times tries to get it). She had a nonchalant attitude about it and gave me no indication it was for a claim. I would have taken my own pictures to show how insignificant it was. It is so slight that it is not worth the labor to fix. Now two days later I am getting a claim about damage recovery. I didn't hit anything or back into anything. If I had (and I didn't) I would understand that I would be responsible for the damages. I will never trust them again. I will not drive away the car unless it is a spotless clean, and photo document the entire car no matter how insignificant. This is completely ridiculous!! I never had this issue with Avis or Hertz or Budget. This is the first and probably last time I use Enterprise if I can help it. read more

This is a terrible location to rent from. Don't waste your time. If an insurance company sends you there, tell them you want to rent from another location. My wife was involved in an automobile accident (not her fault ). The insurance company set up a rental through this location 1 and 1/2 weeks ahead of time for a $43 dollar a day car. (Full size, luxury, premium, or better). When we called to confirm on the Thursday before pickup on the following Monday, Andrea told us we would have to take whatever she had and it was too late to get a premium car into the location. (They had the order for a week and a half). Andrea..... I was pronouncing it " An dree ah" corrected me during our conversation and told me (the customer) that it was pronounced "On Drea Ah. Are you kidding me....... she was more concerned about getting her name pronounced correctly than satisfying the customer. She went on to explain NC was a basic transportation state and she could supply any car she had available. What she would not take time to understand was this. If the accident was our fault, I would have agreed with her. However the accident was the fault of someone else. Their insurance company had given them plenty of notice the secure a car. It was her ( Andrea's ) lack of management that created the problem. She should have taken the order, and initiated the process to get the vehicle ordered in place for the customer. Instead she sat on the order, was concerned more about people pronouncing her name correctly, and attempted to get the consumer to accept what she wanted us to drive. He lack of professionalism was amazing and disappointing. Instead we transferred our business to another location and "surprise" they were able to secure the car in just a few days. Bottom Line......go somewhere else. It is your right. Don't deal with people who lack professionalism and basic manners. "On drea ah" needs to go back to the training school and get an update on how to deal with the public. BTW.....I travel for a living. I rent vehicles (pre Covid ) 35 weeks a year. This is THE WORST location I have EVER dealt with. It's a shame that a company with a good reputation had to settle for employees like " An dree ah". Oh....sorry , because I know it is SO important the her....."On drea ah". Go somewhere else folks !!!!!!!!!! read more

DO NOT COUNT ON THEM. GO WITH ANOTHER RENTAL AGENCY IN THE AREA. I flew from NY to NC to visit my rapidly aging grandmother for a day out on the lake. I reserved an SUV through the enterprise website to transport me there. On the day we're scheduled to go to the lake, around 9am (15 minutes before I arrive at enterprise to pick up the car), they call to inform me that they don't have the car I reserved. Not only do they not have my vehicle, THEY DONT HAVE ANY VEHICLES AVAILABLE. Nothing would be available for me until much later that afternoon which completely ruined the entire trip from NYC that I had planned, just to see my grandmother. Which for all I know, could have been my last chance to visit together. I explained the dire situation to them. There was no attempt at bringing a different vehicle from another location. Nothing. I asked for the employees name and he fell silent and wouldn't identify himself. I had to ask a second time and third time very sternly, before he would answer very quietly that his name was Charles. (Which for all I know is a fake name) Because no one at this company properly did their job, I spent hundreds on a flight across the country to see my grandmother on a special day, only to have Enterprise ruin the entire trip and waste my time and money. I was heartbroken and so was my grandmother. I am BEYOND DISAPPOINTED. DO NOT COUNT ON THEM. GO TO ANOTHER CAR RENTAL AGENCY. Sincerely, Rental Agreement #1869459370 read more

Would give zero stars if it were an option. Will let you reserve online, but never have any vehicles when you arrive. I was also lied on by one of the reps there and a detective showed up to my house. Stay far away if you want to have a good experience read more

Great customer service, I've rented from them several times and it has always been a good experience. Bri was especially helpful, I actually rented 2 separate vehicles from her in the same day and she couldn't have been more helpful. It's employees and service like this that keeps me coming back. Thanks again! read more

The car I received had been smoked in and the non smoking stickers had been peeled off. I received a better car the next day but Enterprise needs to do a better job inspecting and then cleaning their cars. Some kind of terrible smelling fragrance spray had been used to cover up the odor that only made it worse. read more