I needed a car rental while my car was being repaired. I paid for the insurance/damage waiver unaware that my insurance company covers that. I went to Enterprise to get my money back. The assistant manager seemed confident that I could get my money back and instructed the associate to process it. I left feeling great because she was providing great customer service. However a little later she called me to tell me that head office wouldn't approve it. Needless to say I was pretty frustrated. After speaking with my insurance company about this the associate I was speaking with put me on hold and spoke to the manager at Enterprise. A few days later we were offered $218 plus tax. Our bill was $655. I was expecting more but after all the hassle I just accepted their offer. I have learned that our insurance company always carries our insurance over when we are getting a rental car due to an accident. Apparently the staff at Enterprise should have known that because our insurance company ALWAYS uses them for rentals. I would strongly suggest that if you've been in an accident and you are referred to Enterprise for your rental car don't accept the insurance from them until you check with your insurance company. read more

My family booked a van rental from these bozos months in advance of a family trip to the UK. When they got off the plane, there was a voicemail left on the phone saying a van wasn't available and therefore the rental was cancelled. No replacement option, no apology, no nothing. So the first full day of our trip was spent trying to find a rental van in London so that we could begin our trek across the country as we had multiple Air B&B stops from London to Scotland. After hours and hours on the phone - with our kids going nuts - we finally found a rental for thousands of dollars more. More and more hours were spent on the phone as we fought hard to get some sort of compensation from Enterprise US, but they said they could not do anything since the incident occurred in the UK. The UK office - couldn't care less. I used to use Enterprise all of the time in the US - it was my preferred car rental car place - and they almost always take care of you there. However, this UK extension is reprehensibly bad. Please take me, and my family's word for it - do not give these people your time or money. Let the company sink, and afterwards - unlike the van we tried to rent from them - a better replacement might come out of it. read more

I needed to rent a vehicle a couple days before Christmas and over the holidays. I decided to contact Enterprise because my husband and I had used their vehicles in the past and had great service. This time was no different! I was picked up at my home and taken to their location....where I promptly found out that my license had expired! Carson drove me to the Ontario Service location and Keira picked me up when my documents were in order. I was very impressed by the extra mile that the employees at Enterprise Waterloo went to ensure that I was able to go ahead with my rental....especially during the holidays!! I will definitely be going back again. read more

The experience we had at Enterprise Waterloo was excellent. S.J. was great to deal with and he was efficient and helpful and got me on my way in a speedy manner. The manager also assisted and was very accommodating. I would definitely recommend Enterprise Waterloo. read more

I rented a Nisan Altima for 07/04/2019 when visiting Waterloo from my home in California. Long story short, the man working at this time was seemingly friendly enough, but he pulled some unprofessional and reprehensible tactics to try and scare me into not renting. As an example, he attempted to pressure me into thinking my chase sapphire reserve rental insurance was insufficient for the rental. In addition, he even asked if I had a pink slip on me for my personal vehicle back in the states. This is obviously a scare tactic since no one in their right mind brings pink slips with them when they travel abroad. This put me into a terrible mood for the day. If I knew I was going to have to interact with unpleasant people like him, I would have just reserved from the YYZ Emerald Isle instead. Other than this, the car was in good condition and ran well. I had no problems with the rest of the rental and the rest of the employees were friendly. read more

Impressive customer service skills from the get-go. They definitely make you feel welcome (and sometimes even open the door for you as you enter). They also offer free water bottles when you rent a car (though I usually have my own already). I've rented twice from them and was satisfied each time. Both cars (Altima and Focus) performed very well and I had relatively no problems with them. Their rates are reasonable as well, especially if you're a Plus member and take advantage of the weekend special. Definitely rent from here if you need to. read more

One star can't be more. Had an interview that day, so I reserved a car online the day before. When I go there to pick up my car, they tell me I need to have my own insurance to rent a car if I'm under 25. The problem is why don't you tell me that when I pay the underage fee online. I'll never go there again. Update: Called customer service, they just keep ask me calling other departments. And stuffs on the phone are very unfriendly. read more

Will never use them again. Pick-up was 08:30am. I arrived at 08:20, told car hasn't arrived back. AT 11:00 I WAS CALLED to say car is ready. And for my 2 and a half our wait, they wouldn't charge me any Congestion charges. 2 weeks after rental, 100 pounds has been taken off my credit card for congestion charges (and late payment penalties of them from Enterprise I'd assume). Disgusting service. Will never use them again read more

They refunded the money that had been taken out of my account (2 mths after the rental). A Mazda rep put a call in for me, and I'm grateful they did the right thing. read more

FYI: There are four reviews on here that are one-star and "not recommended". So I would consider an overall rating of three stars inaccurate. One of them is mine. I find it odd that my review is not recommended even though all I did was just accurately describe my experience with this branch. read more

If I could put 0 I would. Terrible service after letting me book and drive a car one week prior while I was under 21, they denied me a similar car reservation today for being under 21. I've been serviced by other locations who have rented me a car when I was 19 and 20 - so the policy isn't really clear on your age/insurance policies. First, how was I able to book online, you shouldn't have that option in the first place. Second, if you noticed a reservation of someone under 21, you should call ahead to ensure they don't take the time out of their day to pick up a non-existent car. Third, don't set a precedent you don't intend to keep - if for some reason your computer allowed you to rent it to someone under 21 then resolve the issue as soon as possible. I usually don't do Yelp reviews but the manager at this branch is incredibly condescending and needs to be taught how to better deal with customers, not to mention he blamed an intern on his team for renting me a car the week prior. read more

I see that it's been a while since this place received a review. I think it's probably important to point out to potential customers that the place has not improved from the 6 horrible reviews already posted. I was offered a vehicle today, as a premium option, a Kia Sorrento that had not been washed and had come back from Rental probably recently after being out for what must've been at least two weeks as the dirt buildup inside was shocking. I actually told the fellow, Sabbath was his name, that I would live with the fact that It hadn't been washed, no big deal....but when he open the drivers door for me to get in and he went to the passenger side so we could fill out the contract on his iPad thing the waft of cheap air freshener and cigarette smoke hit me in the face like I'd been slapped. I was already frustrated with the dealership who made arrangements for me to go to Enterprise in the first place, Instead of having a car waiting for me as per arrangement. So I was already A bit angry if I'm being honest but that does not change the fact that Enterprise Waterloo deserves one star because the car was a filthy dirt ball that stunk. I literally handed him back the key, walked away and found a place to have a coffee, contacted Uber, At my own expense and got a $35 ride to my office where I grabbed a work truck. I walked in the cold, spent $35, and lost 45 minutes of time all so that i could drive a work truck rather than take a free car from Enterprise Waterloo. What more could you need to know; that I lost money, time and peace of mind by trying to do business with this company. Sadly just like me you're reading this after you've already had a bad experience with them.... but do the world a favour make a review because perhaps at some point in time somebody will listen. from what I've read maybe eliminating one review that had very poor grammar; these guys have a known issue and at some point the franchise owner will step up and do something, or they won't they already rent a significant amount of cars so until there's another rental agency across the street from them we are probably doomed to see repeated entries just like mine and others. read more

Some of the most accommodating staff I've worked with. As a frequent business traveler, I'll rent multiple times during the week - I've rented from this location over a 3 year period. In comparison to the multiple other vehicle rental chains I've rented from in KW, the customer service here is exceptional. They're a very busy branch and are always on the go but will always find time to make things work out. A couple of examples of the great customer service here: 1. I was headed to Northern Ontario for a business excursion for the week. I would be driving through poor conditions - heavy snowfall and whiteouts. After seeing that I was only booked in for a mid-size, I was upgraded to a vehicle with 4WD to ensure that I would be able to safely get to my destination. 2. During the construction of the new parking lot, there were few to no spaces available to leave your car. As a result, the staff were pro-active to provide rides to all customers during that time frame. 3. There was a smelly residue on the seat of a vehicle that I rented. Even though the interior was detailed, the residue was not able to be removed. An unfortunate situation that was not the fault of Enterprise at all. After bringing this to the staffs attention, the rental was provided free of charge. There are multiple other examples of the lengths that Ryan and his team go to to provide great service at this branch. I wholeheartedly disagree with the comments by Dun - sounds more like a person who did not do his own follow-up/plan ahead vs. the fault of the company and this branch. read more

The cars are not worth the rent price. The customer service is NOT the best in this branch. read more

Terrible experience with this manager. He wouldn't let me finish sentences over the phone and insisted that I was trying to scam him by getting picked up in Kitchener, even though the address is a Waterloo address close to the border. What difference would it make, driving 5 minutes to my place, CLOSE to the border, or 15 minutes to North Waterloo? Bizarre person running this place. read more

Do NOT rent from here! Horrible customer service and customers are made to pay for mix-ups made by incompetent staff. Stick to Avis or Discount folks. read more

The worst and most arrogant customer service I've ever seen! It was a really disgusting experience. The star is minus 1000! This morning I booked a car at this office and asked for a pick up service. The associate on the line (Ryan) told me that they will pick me up between 10 & 10:30. At 9:55 my brother called them and the manager (Math) informed him that the driver was on his way to pick me up. I waited for 3 hours and 10 minutes (That's true, 3 hours and 10 minutes) and nobody showed up! I did not have a phone, so when my brother returned at 1PM we called. Math (the so called manager) said that his driver could not find the address and that he did not inform him! When we asked why didn't you call us, he just repeated his words over and over without any apologies. At last when we arrived at their office and asked to see the manager, somebody walked in and sat beside me and said: "OK, what do you want?!". And during the talk, he was so arrogant and impolite. Finally after a quarter of an hour, the gentleman was persuaded that he needed to apologize for what had happened! He was intrusive and aggressive, repeatedly asked me "Do you want to rent a car today or not?" without admitting to the shortcoming of their service and without any apologies. At last a very polite and caring associate, Tamana, walked in and settled down the issue. I do NOT recommend these guys to anybody. read more

I've been using Rent-A -Car for almost three years already with my work-trip related tasks. This is the first time you guys offer me a car that needs tires. I was amazed to see that, a rental car company with a car that looks in bad shape, that doesn't look good. After I asked the lady to change my car and she gave me one that it was dirty inside and outside, I can't wait any longer, either way she did went inside to change the paperwork. During the first check-in interview with the same lady I mentioned that I need a GPS, she charged me for it, but never gave it to me, I admitted it, it was my fault not to check this up when I left, but when I realised it the missing part I had to head over there again. I did the line up in the same cubicle where this lady was helping, thought it was easy with her since she did all paperwork, in front of me there was two more people, I wait until my turn, finding that she was going to brake and she asked me to be helped by other guy, who just review the contract and gave me the missing GPS. When I got back from my trip, the guy who take my return sheet couldn't understand what was going on, he couldn't find the car I was driving, then another experience guy start asking me some questions until they found that the car I was giving back it was reported as missing inside the lot, and then they found that the car i was suppose to be driven it was the first one that the lady never change in the system. this process took about an hour. Not a good experience overall with this specific location, knowing that I have used many times in the past year. Hope you can do even better next time. read more

I would not recommend this company to anyone. My fiance and I had rented a car from Enterprise recently and it was dirty inside and out. The employee we were delaying with was going to let us drive away with it dirty but then decided to take 5 mins to vacuum it out and clean it up a little bit. The outside was still visibly dirty when we left. There was no thorough inspection made, just a "quick scan" of the exterior made by the employee PRIOR to washing. The employee did not bend down to check the lower portion of the car's condition and briskly walked around the exterior. How can any damage be seen such as scratches if the car was dirty and the employee did not make the effort to do a thorough check of the car? There was no further inspection made after the car was "cleaned", which is negligent considering the dirt could have hid and damages when the inspection was made . Upon returning the car we were charge $500 for a scuff on the bumper. The prior inspection of the vehicle was done when it was dirty and something like that most likely would have been missed considering the condition of the car's exterior upon inspection. The employee then said that rental cars must be treated like your own car and was putting the blame on us when he had no right to label that we didn't respect the vehicle, primarily since this damage was not done by us and was most likely overseen during the inspection due to the dirtiness is was presented with. Very unprofessional. When researching other individuals' experiences online after this happened to us, it is clear that we made a bad decision renting with them in the first place and have heard other people have had the same experience with getting dirty cars or being charged an absurd amount for a scratch. This is leaving us with a very sour taste in our mouths and will result in lost business, indefinitely. We will be advising our friends, family members, and companies we work for (who rent vehicles quite frequently from a variety of different rental companies, Enterprise included) not to rent from this company. read more