So pissed!!! I made a reservation for a Premium SUV in March for 9 days @ $70.07/ day for a total of $699.01 including fees. As we get closer to the trip, I realized that I needed an extra day. I could have just returned the vehicle a day late and they would have charged me an additional $70, but I thought that I would let them know ahead of time. I asked for a confirmation email and they said they would send it. A week later, no email... So I called and confirmed again and asked for my invoiced price... $1100 What the actual F!!!!!! When I called and asked to speak with someone about this, the person on the phone was like all I can see is the current price. I asked for the manager. They were on another line. I asked for them to please call me. Two days later. STILL NO CALL!!!!!!!!!!!!! Be careful of the Bait and Switch with this location. They are Untrustworthy, unhelpful, they lack responsibility for their actions. There are so many places to rent a car. Cross this one off the list. read more

Malik forgot to make my reservation. His excuse was, because he was busy . Wasted my time and ruined my plans for the weekend. Thanks Malik

I cannot give enough praise to the team at this Enterprise Rent-A-Car for their outstanding customer service. Recently, my daughter was in a car accident and her vehicle was wrecked. Her insurance dropped the ball and did Not inform us that she could get a Rental with her full coverage so for 4 days she was struggling on how to get back and forth to work until we found Enterprise Rent-A-Car With David and Brandon in it. From the moment we walked in the door, The Assistant Manager Brandon was attentive and empathetic to our situation,He immediately handed us over to David as They listened to our needs and immediately began working to find us a car that met our specifications they found a vehicle and Got us right into it , they provided us with all the information we needed to make help My daughter tremendously But where they really stood out was in their commitment to getting us into the car as quickly as possible. It was closing time but they team didn't rush us out the door. Instead, they stayed late to ensure that the paperwork was done properly and that we were satisfied and well informed Their dedication to customer service didn't end there. They continued to follow up in making sure everything was great and that everything was going smoothly with the car. It's clear that Brandon and David genuinely cares about their customers and will go the extra mile to make them happy. Overall, I cannot recommend this Enterprise car rental enough. Their commitment to customer service is unparalleled, and they truly went above and beyond to make sure we were taken care of. If you are ever in need of their services Look them Up. I highly recommend giving them a visit. You won't be disappointed! Thank you David and Brandon In the Great Job Five Stars All Day read more

HORRENDOUS EXPERIENCE! I was called by Brianna on Saturday confirming my reservation for Monday morning at 8:30am. I was at my location before 8:30am to make sure I would not miss my appointment. I had to call Enterprise at 8:45am to find out why I was not picked up yet. I was told they were on their way in a few minutes. I opted to walk to my office and asked them to drop off my vehicle there. Brianna told me in 30 minutes the vehicle would be on its way to my office, which is on Penn Ave, a mere 5 minutes away. I missed two meetings and called Enterprise again at 11am. A gentleman answered and told me I would receive my vehicle in 30 minutes. He also hung up the phone because I'm assuming my irateness was bothersome, but you would be irate too if you missed two meetings costing you thousands in profit because a rental car company couldn't keep its word not once, but twice. Avoid Enterprise like the plague, especially if you are going to depend on them in order to do business. They don't care if you lose money, they don't care if you're irate on the phone due to their incompetence, they simply don't care. read more

While continuing to tell me they are the middleman between the collision company and my insurance. I get a call telling me I'm financially responsible for the vehicle effective the day they left a message. Even though I have maximum rental in my insurance plan. The assistant manager and an associate named Dave wanted me to make all of the phone calls to fix the charge issue with my insuranceMy credit card had a $275 hold placed for financial responsibility of the rental in ADDITION to the $100 deposit required. They TELL me, I was to call everyone to find out what was going on. I filed the claim. Out of my hands. For a "middleman" ....you're completely inept. The communication sucks, all it seems they are concerned about is car turnaround. And of course, revenue. I'm calling my insurance company to recommend another rental company in the area. Your credit card will be charged, regardless of their communications with insurance, and or anybody else before they even complete any paperwork to discuss the matter. They would rather have your money before anything is resolved, regardless of your financial status, I highly recommend not to use this company. Other than having a vehicle to drive, I would give enterprise rent a car zero stars for the inability to communicate, and for bad billing practices. read more

Awful . Tried to rent a van , got the run around . Made a reservation showed up got excuses. Avoid this place so many other rental cars and van rental agencies in the area that know how to provide customer service. Enterprise is a whole has a very Transit labor base. This translates into awful service. The same person that's going to greet you at the counter is worried about vacuuming and cleaning the car. They treat their employees like crap, their employees treat the customers like crap. Done with Enterprise. read more

Update : 6/4/17- received a call from a manager at the Lancaster Ave location who said he would be sending me a free weekend rental that would arrive in the mail that week. I'm still waiting...no free rental. When you've already messed up once, the least you can do is ensure you withhold your promise to make things right Scheduled to have a rental car pick me up for today last night. First issue: the guy never entered my address for pick up like I asked him to, and he kept my old address in the system (he was in some sort of rush on the phone- but I will say...this was not someone at the West Lawn office). I called the West Lawn site this morning to confirm my reservation and pick up location (was corrected)-all was set. They called me 5 minutes ago to tell me my 11:00 pick up isn't available. It's 9:45. I won't get a car "until probably around 4". I'm supposed to drive to Erie at 12 for work. They called me ONE HOUR and 15 minutes prior to my scheduled pick up time to tell me this. No apology from the woman on the phone; just "well no one is returning their vehicles. We thought they'd return them". Absolutely ridiculous. Horrible customer service. I will NOT book a car through enterprise ever again- especially since this isn't the first issue I've had with this place! . read more

They weren't rude or mean, but they weren't too friendly. Very long hold times on the phone. I picked up a rental after an accident through my insurance claim and that went fine but the employees weren't very customer friendly. They were very short with replies, no smiles at all and they kind of looked miserable. 2 stars because the rental part went fine, but if they were better with people , it would have been higher. Customer service classes should be given to these employees and also.... The 2015 tahoe I rented had basically NO oil in it. I had to purchase a quart to put into it. I had called right away when I noticed it and held on the phone for 13 minutes and was finally told to take it for an oil change at Firestone. I really did not think that was my responsibility but i was given no other option. Again, picking up and dropping off was no problem but everything in between was very uncomfortable. I will not be renting from here again. read more

Ever since under new management I've had nothing but issues wish they never moved Ppl around. They never have a car for me anymore even after a reservation and it's difficult to get a ride back after dropping a car off. I'm there every week I'm tempted to go somewhere else. Not to mention the non apologetic attitude read more

Horrible! Nasty employees, rude, gave me a Ford Expedition in spite 9 miles per gallon dirty and no gas! Walk don't rent!

Used to be a once a week or so regular customer - needed a car in a rush last week and they failed big time. Manager Scott told me that he would call me back after 5:00 to see if he could get me a car before closing at 6:00 - told me that if I did not like it I could go elsewhere - and I did - to find out Avis at the Reading Airport has better counter service, a free upgrade, a spotless car and a cheaper price for a 3 mile further drive to get the car... Epic fail in telling a customer to go elsewhere. Since they dont need the business so give it to Avis instead - like I said cleaner, easier and cheaper.... read more

What a difference a year makes. This particular location has gone downhill in the last year. I rent cars every couple months and they have gotten progressively worse. This last time was the last time I will be going there. They are very sneaky. I was charged for an additional driver after I returned the vehicle. I specifically told them several times the extra driver was a domestic partner. Even had proof. Domestic partners are not to be charged additionally as per their website. My card was charged for this several days after I returned the car without my consent. I contacted corporate and no one would help me out. Avoid this business like the plaque. I am reporting them to all online and local agencies. read more

When I moved to Reading a year ago, Enterprise West Lawn was my preferred option resulting from word-of-mouth referrals. At the time, I remember that Elizabeth was an employee there; I recall writing a glowing review about my rental experience. Enterprise West Lawn was happily my go to. Period. Since that time however, a very real, and unfortunate level of poor customer service practices has been my experience; and has left me truly disappointed: extraordinarily long waiting time for attention at the counter; constant interruptions from phones and other customers while being serviced (and I now see what plays out when I call and spend an extraordinarily long wait time on the phone for someone to answer); and a grossly inattentive general manager. This totally goes against everything I believe in as a service industry practitioner and now, professor of hospitality. Even worse, is that the lived experience belies the satisfaction you ought to feel supporting a company that describes itself as a customer-centric, family-owned business (as per their call-waiting voice message that I have listened to ad infinitum). These are just a few of my observations. If under-staffing is a cost-cutting measure, I assure you that you will continue to lose customers one. by. one. I for one have no intention of returning there. read more

Offices with customers at the counter should not interrupt those transactions to tend to telephone calls. It appears this location is understaffed during the morning rush, and especially so Monday morning. They will put a counter customer "on hold" to tend to a phone call. I was stuck in Hummelstown, and called for a rental. After waiting 2 hours for a pick up, I paid nearly $100 to drive a Dodge Dart about 50 miles. Why there is no bus service between Harrisburg and Reading is a complaint for another day and other businesses. read more

We had 2 cars damaged by hail. Need rentals while they were in the shop. The guys at Enterprise West Lawn never looked me in the eye. They were busy typing away and would answer the phone in the middle of helping me and schedule a car for that person. I do think they have been overwhelmed the past few months since thousands of cars were damaged and they aren't used to the volumn of business. I rented a car on vacation at Enterprise in Fullerton, CA and had really great customer service. They went out of their way to make sure the car was what I needed and smiled and were friendly. Maybe West Lawn can take some classed from them. read more

Walking in that office to make a complaint is like walking into an empty office. There is no follow-thru when I scheduled a car over 3 weeks ago. No voice mail message as stated to me. I called early in the morning to make sure a car would be ready for me this morning and was told not until 4pm. What? I then walked in there because I was that angry when I was told the car would not be ready till 4pm. I had a job interview and another appointment during the day. There was absolutely NO CONCERN about my issue, customer service agent couldn't even look me in the eye and the manager was on the phone but knew what was going on. No help from him. That is what I pay car insurance for when my car has to go into the shop because of an accident? Thank God Allstate came to my rescue after my complaint and set me up with another organization. read more

Terrible customer service. After a car accident the insurance company arranged a rental for me through Enterprise in West Lawn, Pa. The entire time I was in the office the woman helping me was answering the phones and everything else than speaking to me. Then when we went outside to get the car, they didn't have any in the price range the insurance was providing and instead of upgrading me for free, they said I would need to pay the difference. It wasn't until I refused to pay, that I was even given the option of the compact car which wouldn't cost me anything. (although every other time I've rented a car they have always upgraded for free ) Then when I took the rental back, she tried to say a scratch on the car was my fault. Luckily I had taken photos, and when she checked the computer records it did show the damage was done previously. Will never rent from here again. read more

I rent from this location often for business. They are usually very busy. This last time I had to rent a car for 3 weeks. The pick up was flawless, Rich had me in and out in minutes. When I dropped off, Amanda at the desk provided great customer service even while the phone was ringing and there were a few people at the counter. I needed a ride home and the branch manager, Ludie, drove me home herself and was very engaging in conversation. This is a great location to rent from and I will be back. read more