Enterprise Rent-A-Car

Laura Kelley

Enterprise is the rental company USAA uses, so while my car was at the body shop having the tail-light and bumper repaired after a hit and run... USAA set us up with a rental with Enterprise in Portland. Initially, I was told they were "really busy" and couldn't get me a car for a couple of days and then was told they could "probably" get me a car that afternoon (seemed like the change came when they realized my insurance would cover me for a more expensive rental). When I went in to the location there were no customers and about 3 cars parked near the building - IOW, not visibly busy at all. The car I was given had 3 service lights on: tire, oil, and filter; and it had less than 1/3 tank of gas, though I was charged for a 1/2 tank of gas. When I called to tell the person who had rented me the car he said he would take care of the gas. The car also seemed to have some sort of electrical issue since alarms went off randomly and on the second day it wouldn't start. I called Enterprise and got someone who was difficult to understand who said it would cost $55 to have someone come tow the defective vehicle so I called AAA for a jumpstart. When I called Enterprise back to get another vehicle that would work, I was told the location near me was closed but I could go out to the airport and they would help me. When I explained it was my son's college graduation and we had already missed the ferry and needed to get on the next one b/c we were going to be late for our own celebration they said there was nothing they could do to help arrange a swap of vehicles or to meet us somewhere convenient for us - then the guy hung up on me. I called the next day and got basically the same story ending in a frustrating, no accountability, no help situation. I called the following Monday to the Westbrook location hoping another location might have more competent and honest staff and a woman there said I should be hearing from the Portland location because they could see the service call that came in over the weekend (she could see it herself). She said she would call and speak to the manager and someone would be in touch. I heard nothing. I called the Portland location on Tuesday after realizing it was a pervasive lack of service and accountability across the Enterprise locations in the area and not just a problem with the Portland location and got a guy who said it was the "first he was hearing about it". I asked once again (4th day in a row) when I could get a vehicle that worked and they said they "had one ready to go for me" (and they knew my name before I said it which is strange since it was allegedly the "first time they were hearing about the situation"). When I explained I had a tight window in town and could they help me swap the vehicle they said I needed to come in to their location which closes at 5. When I explained I wasn't sure if I could be there by then and that I felt really frustrated by their lack of help he said, "I'm trying to do everything I can to help" - which was super frustrating because they actually did NOTHING to help - no call, no follow up, no "we'll meet you where you are". Bottom line: Enterprise in Portland = Untruthful, Lazy, and Unreliable.

Andrew Gabrielson

Everything went very well. The van was in great shape and was offered at a decent price. The customer service was top-notch!

Gabriela Cruz

They canceled my rental reservation because I did not had a Maine driver’s license (which makes no sense). I rented a car with them previously without any problems, but for some reason my driver’s license was an issue this time. Make sure to rent a car hours before they close so there’s no excuses. Or better option: rent a car elsewhere.

Mitchell Lyons

The counter clerk was very helpful, as it seems everywhere, there was only one employee working the two days I came to pick up and then to return the car. Despite the fact that the car was very low mileage, approximately 19000 miles, I had a several hundred mile trip each way only to go to a very important doctor's appointment in Boston. The guard had inadequate tire pressure most tires, and pulled badly to the left during all of the driving, not just during braking, which made it difficult to drive and required a constant determination to remain in a straight line and stay within the lanes. I did point this out to the employee upon Return of the automobile.