I have always used and appreciated Enterprise for many years for mostly occasional rental. I have been using rentals more frequently over the last 6 months and have been disappointed on several occasions. The difference in price between local and airport pickup (5 miles apart, airport hours more convenient) has been significant. Difference in required credit card availability has been inconsistent, resulting in my not renting once. On one occasion my husband was told I had an unpaid bill in the system from Arkansas (never been there!) so he reportedly paid it over the phone so he could rent a car. I knew it was not my rental so followed up and no one could find the rental account I had the number to. It didn't show up as a debit from my account so I assume it never went through, but what a cluster F!
When I went to return the vehicle, Colleen even remembered me by first name. I just felt very welcomed and appreciated as a customer which is extremely unusual in my experience with rental car companies. The whole staff at this location was friendly, and even the manager Jay was nice to talk to... But my 5-star rating is due to Colleen first and foremost. I don't take the time to review things often, but she genuinely did offer service with a smile and made the entire ordeal as painless as could be while offering exceptionally efficient and high quality service. She deserves a raise and a promotion, and other rental companies could learn a lot from her service and this location. I would be very happy to hire her myself.
Thank you again, Enterprise and Colleen!
When I got the vehicle that I wanted I noticed it was missing a backup camera. Rather than apologize, Colleen took the time to appreciate my concern and accommodate me with another similar vehicle that had a backup camera (Enterprise: don't rent cars without cameras--it's 2017!).
Regardless, I submitted a complaint at the email address that the "owner" suggests the day that this happened. I received one automated response, and nothing else. Clearly, this response by the owner is faux-concern aimed at convincing potential customers that their customer service is something other than terrible. Don't fall for it.
I rent cars all the time and while Enterprise stands tall among other rental companies, Colleen G. at this location stands tall versus other employees I've encountered at virtually all rental companies. When my vehicle was in an accident and sent to a repair center she came and brought me a vehicle in LESS THAN 15 minutes!
I have rented here a few times with very different experiences. First, let me say that the staff are always friendly and helpful regardless of other issues or obstacles. However, I often rent for business and when I reserve a car weeks in advance to be picked up on a certain day at a specific time, I expect it to be ready. That was not the case on my most recent rental. This location was busy and they didn't have any smaller vehicles available. Myself, and another customer, were driven to another lot that also didn't have any clean cars available. Eventually I did get a car, although the KIA I rented was terrible, and on my way. But it was the lengthy process of picking it up that will probably prevent me from renting from Enterprise again at their Eugene locations. When I returned the vehicle I did ask if it was fair to expect my reservation to be honored, but they stated that it must have been a busy day and sometimes that happens. Again, staff there are friendly and helpful to the best of their ability.
Edit: In response to the owner's response below: Why do you need my details to "look into this further?" Is this such a regular occurrence that you can't even figure out which screwed-over customer I am? Because if this is instead a rare occurrence, then it should be trivially easy to find out who I am and reach out (which hasn't happened).
If you reserve a car at this location, don't expect your reservation to be honored.
I reserved a car online. When I went to the store to pick it up, they said they didn't have any cars available. I showed them my reservation confirmation email, but they just showed me the door. They made no effort to accommodate me, nor did they even apologize for the mistake.
Avoid.
We received amazing customer service from this location. We were blown away by how everyone went out of their way to help us (myself and 4 boys) before and after a recent road trip. I was pretty stressed out when Billy arrived to pick us up at our house to take us to the rental agency. His great attitude, calmness, and smile immediately put me at ease and lowered my stress level greatly. Not only did he pick us up, he picked up my son's friend from his house on our way! And he did it with a smile. Thank you Billy! The transaction continued to go quickly and smoothly once we got to the counter. As if all of that wasn't enough, Gracie, another employee, insisted on unpacking and repacking all of our thrown in/squeezed in luggage. We had brought a ton of things: our luggage, food and sleeping mats for the 5 of us for the weekend. Gracie was so very patient with us and left us with room to spare! Billy drove us back home after out trip and was just as awesome as he was when he picked us up.
Enterprise Rent A Car is a US Car Rental based in Eugene, Oregon. Enterprise Rent A Car is located at 810 W 6th Ave, Eugene, OR 97402, USA.
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