I don't have any complaints. While I wasn't able to get a car directly at the airport due to the…read moreextremely high same-day walk-up rates, I was able to quickly book a reservation on the spot at a much lower rate. The team at this location was very helpful and efficient--I was on my way in no time. Thank you to Chris (I believe that was his name)--he was especially helpful, quick, and precise.

Extremely disappointed in how this local Enterprise branch operates. I returned my rental 14…read moreminutes past the return time and was charged a full extra day -- despite Enterprise's clearly stated 30-minute grace period. That means I technically had 16 minutes to spare. The return time was recorded on my contract, and no one at the branch disclosed the charge at drop-off. I only discovered it later when I reviewed my credit card statement. I called Enterprise Customer Care on Wednesday, July 23. The representative confirmed I should not have been charged and said the issue would be escalated to the local branch manager, who would contact me directly, within 24 hours. That call never came. I followed up again on Sunday, July 27, to make sure initial request was submitted properly, and a second request was submitted. I followed up a third time on Monday, July 28 -- another request was submitted. Still no call. No email. No resolution. I've now been told by multiple Enterprise agents that this branch is an independently owned franchise, and corporate cannot issue refunds on their behalf. So if the local manager ignores you? You're stuck -- even when the charge clearly violates Enterprise policy. What makes this worse is that I'm an Enterprise Plus Member. I've been patient, respectful, and followed every step I was told to take. But being ignored three times over a charge I should never have received is undeniably unacceptable. Mistakes happen, I belief in giving grace. But avoiding accountability, ignoring customers, and failing to follow your own policies is next-level bad business. Yes, this branch is independently owned. But it operates under the Enterprise name, and this level of service reflects poorly on the entire brand. If you're considering renting from Enterprise, avoid this location completely. Stick with corporate-run airport branches, where there's actual oversight, professionalism and accountability when mistakes occur. I will not be returning.

Had a great chat during pick up with Leona. It makes me miss southern hospitality style customer…read moreservice. She's a peach. I had my choice of very nice, clean cars. The lady at the exit gate took the time to give me excellent directions and tips to avoid the toll roads.

Alamo at Richmond Int'l Airport, you really let me down! And cost me a $65 Uber Ride as well…read more We booked a car rental with Alamo. Our flight into Richmond Int'l Airport ended up being delayed several times. I called Alamo to make sure that we would still be able to get our car rental after we landed (because we would be landing after closing hour.) I called TWICE just to make sure and was reassured both times that Alamo's policy was to wait up till 2 hrs past closing for customers because they were aware of our flight delay. They told me on the phone that their agents at the airport would wait up to 2 hrs because they were aware of our flight number (on file). When we landed at 1am...we rushed to the counter...no one was there. We went to the outside parking garage...no one was there. I called Alamo again and they told me that the airport board showed our flight had landed at 9:20 pm (which is ridiculous) and the only way we would be able to get a car would be at 7am (when Alamo reopens). We ended up having to take an expensive Uber to our destination. No car to drive. Alamo basically lied to me several times on the phone...telling me someone would be available to help with car rental after hours, when no one was there. Why lie? They very specifically stated they would wait up to 2 hrs. I would give this location 0 stars if I could for being dishonest about policy.

I rented a car from National and they were great. At the counter, they took care of me fast, and…read morethere wasn't even a line. Even though they had me booked as a compact, when I got to the garage, the guy pointed at one side of the aisle and said I could have whatever I wanted from there. I ended up with a sporty Nissan Sentra SR, which was practically brand new and fun to drive. I had a great experience with National and would rent from them again. Update: when I returned the car, they charged me about $100 for I guess taxes and fees; there was no mention of this when I picked up the car. They even confirmed the price I was initially quoted. I can't complain too much though because they usually nail you for returning a car somewhere other than where you got it, and as far as I can tell, they didn't, but they did charge per mile driven. This causes me to lower my rating by 1 star.

Easy access and friendly staff here with plenty of Emerald aisle options. In this area, I opted for…read morea toll tag which helped out during my trip to the area.

Completely let down by Enterprise. I booked my rental 2 months ago, only to get a phone call 30…read moreminutes before I was to arrive informing me that it was unavailable. I have been renting from them for years, and lately the service is unreliable. I had 6 kids with me who were all looking forward to a road trip TOGETHER to Disney. Instead they offered me 2 separate vehicles at the same price, at a time when gas is almost $5 a gallon, I now have to spend more money on fuel than fun. It is an 11 hour drive and now I have no way to give one driver a break. That puts our safety at risk. Thanks a lot ENTERPRISE.

I agree they don't even deserve a one except the guy helping us was very friendly. We have waited…read more45 minutes and still don't have our car. We reserved it over a month ago. Don't use enterprise.

I have reserved a vehicle to accommodate a group of 12 passengers for a planned trip. Upon arrival,…read moreI was provided with a minivan that could only seat approximately 6 people comfortably. This directly contradicted the purpose of the reservation. As a result, part of our group was unable to participate in a planned Disney trip, causing both financial loss and significant disruption to our travel plans. I contacted customer service to resolve the issue. While the company acknowledged the inconvenience, they only offered a $200 partial refund. This amount does not reflect the severity of the service failure or the impact it had on my group. I am requesting a full or substantially increased refund for the rental, as the vehicle provided did not meet the reservation requirements and rendered the service unusable for its intended purpose.

Answer phone & staff rental desk. Stay open so customer can actually pick up rental car!!read more

The guy who turned my car in was pleasant but made a mistake and I did not catch it until later…read more There was something wrong with the rental and I had to go to the kiosk to get it sorted out. Along the way, he noted that the gas tank was only half full and he added a charge of $52 to my receipt. I did not spot it until the evening and so I had to go to the trouble of contacting Avis, providing the receipt from the gas station (which I fortunately still had) and then wait until they issued a new receipt. All of this, annoying. So if you're turning in a car to Avis at RIC, check the receipt carefully! [Review 12329 overall, 2113 of 2019.]

The front desk workers are absolutely horrible and rude. My husband went to the preferred line as…read morewe are preferred members and met with horrible customer service, short answers, and ultimately was told the car we confirmed was not there... While he was waiting in line to try and rent a different car the woman in front of him was helped with ease but it turned out that that was the sister of the other front desk person downstairs... Where is the professionalism?

I went back to Hertz Rental A Car at Richmond Airport on my last trip in 2024. This time, I was not…read moresuper happy. The price was changed when I checked in. I remember I reserved it at $45 per day. Somehow it jumped to $75.75 per day. I asked the agent to check again. Another agent came to help and said the price was right. I asked is there any specials I could have. They said no. Then, when I got into the car. I found someone's rental receipt with $39.50 per day on it. Just few days apart. What happened? Oh well. My vacation time was more precious. So, I left. I don't think I'll rent from Hertz again.

We did the online check-in process, which should've guaranteed a car for us and streamlined the…read morecheck-in process. Instead, when we arrived, we had to wait in line anyway, and when we got to the front, we were informed that no cars of the type we had reserved were available. So what was the point of the online check-in? We ended up doing the same work at the counter. Furthermore, the guy at the counter tried to downsize our car. We had reserved a Nissan Rogue. He was trying to downsize us to a Nissan Kick, a much smaller SUV, and saying he was going to be generous and not upcharge us. He should have been offering us a discount, or a bigger car! What a disappointment all around, but sadly this kind of service is par for the course for Hertz.

If I could give the Budget car rental in Richmond zero stars I would. I booked a car with Budget…read morevia Costco travel. I received my booking price and confirmation. The day night of my reservation, about 4 hours before, I get a phone call stating that "there may not be a vehicle" for me. I was in complete shock because I was traveling with one of my kids and my final destination was about an hour away from the airport. There was absolutely nothing I could do and I was told the best they could do was for me to return the next day. I was given a customer service number to fully cancel my rental without penalty and that was it. Speak with other customers, I learned that this has happened a few times to people on more than one occasion. Needless to say I do not plan on booking with them in the future.

This place is terrible. I rented a compact car months in advance, and when I arrived there were…read moreTONS of cars in their lot, but they insisted that the only car they could give me was a full-size Chevy Suburban. This thing was intensely large, and it made parking anywhere in the city a miserable experience. They were unfriendly about it, acting as if they were doing me a favor by giving me any car, despite my reservation. I had to go to another location, taking time out of my vacation, to trade into a more reasonable vehicle. (It also wasn't full of fuel, despite the paperwork saying otherwise.) I found out at the other location that they had done the same thing to another customer the night before, obviously trying to rent these vehicles that no one had wanted and refusing to honor reservations. I don't mind a free class upgrade, but I also don't need or want a vehicle that is completely unreasonable and unlike what I reserved! When I needed to extend my reservation one day due to a flight delay, I was quoted one price for the extra day, but they failed to mention I would be charged a late fee and other charges. Adding to the insanity, they never sent me a bill, so I had to track it down on their website to see why I was charged significantly more than quoted. Finally, there was also a creepy guy dressed like a rent-a-cop at the exit, claiming he needed to see my paperwork, but he was intentionally not speaking in full words and acting so bizarrely that we still don't know if he was a real employee or some sort of scammer..

There is no car rental pick up at the Richmond VA airport. You must take a $60 taxi ride to West…read moreBroad Street, Henrico. However, Thrifty's renatl confirmation email lists the airport address, and the phone number listed goes to Herz, which is at the airport but won't help with Thrifty. Herz would not give even give me the address of the Thrifty pickup location. Once I found the address and paid for the cab ride, the W. Broad Street workers were very helpful and compassionate, but it took over two hours to figure this out, get to the Henrico location and pick up my car. The phone number for Thrifty is answered by a Herz automated system and there is no way to speak with an actual Thrifty representative. I am taking the time to write this to help others from making the same mistake of booking a car rental through Thrifty for the Richmond VA airport.

No. Just no. Go to Hertz. Or Budget. Ever other rental counter moved significantly faster than…read moreThrifty. Even if you're a Blue Chip member, don't expect to be in your car as soon after you pick up your checked bags. That totally defeats the purpose when you have to stay in line. I don't know what it is about Thrifty, but time after time they still have this issue.

Payless is terrible. Only because when you return your car after hours with them you have to go to…read morebudget or Avis at the airport and the problem is that when you turn your car in you have to walk all the way from the turn in parking lot to the rental car area which means you have to walk through the woods and across the street just because they cannot process your return at the rental lot. I will definitely try to not use them if can. I wish management would use their process improvement and work on checking in cars better for the customers. You have to wait in two lines to return your car. Absolutely terrible they don't have this squared away or at least a kiosk check in within the airport.

No cars available after waiting in line 3hrs (Richmond RIC) Cancelled my reservation and they…read morecharged me $50. Lesson Learned