Review Title: A Tale of Two Enterprise Locations - One Redeems, One Regrets…read more There's a saying in customer service: People will forget what you said, but they will never forget how you made them feel. My recent experience with Enterprise Rent-A-Car is a textbook example of both ends of that emotional spectrum, one frustratingly dismissive, the other refreshingly exceptional. Let's begin in Ventura. Tuesday, July 15, 2025. I arrived at 9:30 AM sharp on time for my scheduled rental at the Enterprise location on S. Victoria Ave in Ventura, CA. As a professional truck driver trying to make my way back home after a long haul, timeliness wasn't just a preference it was essential. Upon arrival, I was quickly checked in by a young woman, but there were no vehicles on site. I politely asked when a vehicle might be available, and she simply repeated, "a few minutes." Those minutes turned into nearly an hour. Around 10:30 AM, a vehicle was finally returned but not ready. I watched as the employee took it to get gassed, "cleaned" it quickly, and then handed it off to me. The delay not only set me back but added to the fatigue and frustration of someone who was already running on fumes. What added salt to the wound? During my wait, I noticed an SUV on the lot and asked if I could just take that one instead. Her response: only if I paid extra for the upgrade. No flexibility, no consideration. Just an upsell. Tired and unimpressed, I declined. Fast forward to the drop-off at Salinas South. This is where the story and my perspective completely shifted. At 280 Mortensen Ave in Salinas, CA, I was greeted by a manager named Dainya, whose professionalism and warmth immediately stood out. As we approached the car, I overheard her colleague say they could offer a customer a free upgrade due to limited availability. Surprised, I asked Dainya if this was common practice. Her reply? "Absolutely." No hesitation. No upcharge. Just good service. When I shared my Ventura experience, her response wasn't defensive. She didn't deflect. She empathized. And then despite not being responsible for my negative experience she went out of her way to make it right. She applied a small discount to my rental as a gesture of goodwill. That small act meant a lot. It wasn't about the money it was about being seen and valued as a customer. Here's the truth: Salinas South embodies what customer service should look like. Ventura, unfortunately, missed the mark. And if Enterprise is indeed a single unified corporation, as Dainya confirmed, then consistency should be a standard not a gamble. To Enterprise management: Promote leaders like Dainya. Let her train others. Make her the face of your company culture. Her empathy, authority, and care turned a sour experience into one that renewed my loyalty. And as a returning customer for years, that matters. But I strongly encourage leadership to address the Ventura location's approach. Rigid policies, poor communication, and lack of situational awareness will cost you customers. One location redeemed your brand. The other nearly lost me. Respectfully, A seasoned traveler, loyal customer, and someone who knows the value of service done right.

Everything went well I ran into some problems with my debit card and couldn't pay for the rental. I…read moregot hit twice by an elderly man and his insurance paid for the rental but then totaled my car. My debit card had some fraudulent charges on it and it was canceled. So I thought my bank ordered me a new one but it didn't happen. After 8 days I called customer service and they told me I have to go back to the bank and reorder the card. So they expedited the card and waived the charge of 25$ per my request. Enterprise rental car was so understanding they let me use someone else's card.

These guys set me up with a rental car last minute just before they closed. My hero Oz at American…read moreTire scheduled a pick up for me and my daughter, before you knew Ryan was there. Ryan gave us a bit of history on our way to the store about the car shows, 17 Mile Drive as well as all the golf courses. Inside we were greeted by Chase who quickly had us checked in and out with a new car. The car didn't have an overpowering smell of fragrance that some rentals have. The car was clean and comfortable to drive. Enterprise has always offered competitive if not better rental rates. Their customer service especially at this location is spectacular. Best part of renting from Enterprise is they still pick you up.

Worst experience ever. I booked a luxury car paid for it in…read moreadvance. I received a call two hours before picking up from Cynthia who claimed to be the store manager. Cynthia was extremely rude, didn't offer a free upgrade which is an industry standard especially if they don't have the car class I reserved. She absolutely refused to upgrade me when I drew her attention to that unless I pay. Her only solution was to downgrade me to a car half the price of what I paid. When I said that I'll call HQ and complain, her response was "oh, well"...

I work at an upscale hotel in Monterey. We had misplaced the keys to a guest vehicle that was…read moredeparting. The associate working on 5/15/16 AM shift was outstanding. She made a very stressful situation stress free within minutes. Assisted us with getting our guest a new vehicle within minutes, and they were able to continue their road trip. She then allowed us to return the old car for the guest once we found the keys. For personal use, I usually go to hertz or enterprise in the past, this has now made me an Avis customer. Thank you!

DO NOT COME HERE…read more If I could give these people a negative number I would. I rented a vehicle in Dec for my sons birthday trip. I prepaid calling the Monterey number. They never answered. So it went to 800 number. I paid the reservation and arrived at the time I was sent an email to arrive. Upon arrival a man wearing a backward ball cap asked for my info. He then proceeded to share that there was no cars. I said how so? I have already paid and was told this was the time for my pickup. He said it's the holidays, it's busy. He said he couldn't help with the cancellation and referred me to the 800 #. I called the customer service # and they told me My refund would take 5-10 days. I was upset because I didn't get a car when I was promised after I had already paid. So I wanted my refund asap. It's now end of January and no refund. I called the Monterey office. Spoke to someone, she put me on hold and then someone else got on the phone to tell me that she couldn't help. That she doesn't know how long it would take for me to receive my refund. Because I purchased it through a third party probably Priceline. Which I didn't. I called their location and it was rerouted to their customer service directly. She proceeded to be super rude by saying she couldn't provide any Info besides call my bank. I said, so when refunds are done, how long do they take to process? She proceeded with I don't know because I don't do that here. I asked, when they have training how long are they told to give information to customers? She cut me off and said I was being aggressive and in her words "now I see why you weren't given the vehicle on the reservation" then proceeded to hang up on me. I'll be showing up to the location to make a formal complaint.

This is by far the worst National I have dealt with. Called the last 48 hours during business hours…read moremultiple times. Nobody answers and the office voicemail just hangs up on u.

Daniel made a complex situation so easily. Took 5 minutes and made my life easy and got me on the…read moreroad. It's why I continue to be an Exec Elite with National and I love this branch!

Stay away from this place, I suggest Pacific Motor Srv instead. I brought my Ram 1500 to the…read moredealership a while back and they told me I need a new alternator and a new starter and that there may be other things as well. Yea, I bet. Anyhow I went to the dealership to look at the car and grabbed the keys and started it. With no starter. And alternator. They lied. And worst of all is that if I called them up and told them to do what they think needs to be done, I would be out $ 5,000 for a new starter, alternator and whatever else they could make up. They lie and steal. I have had 2 other friends dealing with these charlatans and both had the same complaint. They are crooks, In my opinion.

My son bought his truck 13 years ago and 3 years ago he had a recall on it and took it in and they…read moredid nothing. Then last week he took it back to have it worked on again and today he went to go get it and they F_______ gave him the runaround. Not even the manager would come out and help him until he said something to him and all the other employees did nothing but give him a damn run around. Never will we buy a Dodge Ram Truck from the Salinas Dodge and maybe never another Dodge truck again

I recently had the best experience with Alamo. My flight got in late at 2330. I was worried there…read morewould not be an attendant when my flight landed. I was happy to receive a text message from an associate asking me if I would still be picking up the rental car, I was so glad the young kind friendly man waited for me! The BMW was clean and perfect!

I rented a car from Alamo for a weekend road trip from LA to Monterey, choosing a vehicle…read morespecifically for comfort and safety (I have chronic back issues from a previous accident and needed a seat heater for support on long drives). Near Ventura, the tire blew out on a busy stretch of freeway. I called Alamo and was told to call 911--then the rep hung up on me. Thankfully, CHP roadside assistance helped install the spare, but when I called Alamo again, I was told I had to backtrack 20 miles to Burbank to swap the car because the spare wasn't freeway safe. The whole ordeal--waiting on the side of the freeway, coordinating with CHP, and then the drive to Burbank and vehicle exchange--added three hours to my trip. The replacement vehicle didn't have the seat heater I'd specifically booked, and I was told there were no alternatives. By the time I arrived in Monterey, my back was flaring up. I went to the Monterey Airport Alamo to request another swap, and the woman at the desk was incredibly rude. She said I needed a new reservation, refused to check availability at nearby Enterprise locations (same parent company), and offered zero help when I struggled to get through on the phone myself. She literally smirked and refused to assist me. After being passed between multiple departments--including roadside assistance, who told me they "don't help unless it's an emergency"--I finally spoke with a kind representative who secured a car at the very same location. When I returned, the original desk agent refused to acknowledge me, and her manager silently handed me keys. This wasted hours of my weekend, caused me physical pain, and made me feel like I was being blamed for a tire blowout I had no control over. I rented a car to avoid problems--not to spend my trip dealing with a customer service nightmare. The only helpful person was the last rep on the phone. Everyone else added stress to an already stressful situation. Never again with Alamo.

Second time buying a used car and I knew I was gonna regret it all over again. Got the car…read morementioned it needed some stuff done and have never heard back from them to get it fixed. Now they don't wanna pay their part and say it's off their little warranty and I gotta figure it out on my own. Piece of shit and someone there had the nerve to ask if I wanted to trade in the vehicle to get another piece of crap no thanks I'll have to fix this since it's our only reliable vehicle even the recommended mechanic said there's been several vehicles from them that have the same issue after a while

The people here are so friendly and knowledgeable. Took a few cars for a drive and ultimately got…read moreexactly what I wanted for a great deal! Can't say enough good things, will definitely recommend to friends and family.

What an amazing adventure! It was a dream come true to be able to drive a Mclaren 570s down 17 Mile…read moreDrive in Carmel. Anthony was especially fantastic going to all lengths to ensure it was a birthday surprise. I would highly recommend this service to any car enthusiast.

I just visited Club Sportiva's new Clubhouse in Monterey. Awesome! Super convenient, near the…read moreairport, and the lounge is great. I rented their Cayman GTS and I am having a blast. I would highly recommend sportiva.