Enterprise Rent-A-Car

I recently had to get my car fixed due to some damage and booked a car through my insurance with the Burke Enterprise location. The staff at this location was super friendly and got me in and out quickly- I had no wait time. I loved the car that they gave me and it was spotless. The return was super easy, I left it at the Caliber Collision when I picked up my car and they left me a voicemail letting me know that everything looked great. If I ever need another rental, I’ll definitely come to the Burke location!

There was a regional internet outage this morning when I needed to pick up. Both gentlemen working there were so professional and working hard to try to get us checked out on time, despite the internet issue that was out of their control. I really appreciate their professionalism and how well they navigated that hurdle. I will be utilizing this location in the future next time I need a rental!

Poor customer service. They rarely answer the phone and even if you’re willing to wait on hold, the system will hang up on you after like 5 minutes, so you have to be willing to call many times to get helped. After 30 minutes on hold and a dozen attempts to call to confirm my exchange was available, I arrived and walked into the branch to see Marcus the branch manager chatting with another employee. He was the one who told me to call at that time to confirm! I told him I was currently on hold and I could hear their phone ringing in the background. Who knows how long they were free to answer my calls but chose not to? He said they didn’t have my exchange and to try again in 5-6 days. What a waste of time.

I used Enteprise through my insurance. I scheduled a pick-up. They forgot. I had to call and remind them to get me from the body shop. Arriving at the Enterprise office, no one was at the desk. Not sure what is happening other than they have inadequate staffing and management. Frustrating to not be able to depend on a business to honor a confirmed schedule.

I typically don’t leave reviews, but after my recent experience at this Burke Enterprise location, I feel compelled to share. Marcus, the branch manager, has demonstrated a concerning lack of ownership and accountability for mistakes and mishandling at the store. Rather than addressing issues directly and professionally, he is quick to deflect blame—either onto customers or on “his guy.” This kind of behavior is not only unprofessional but unacceptable from someone in a leadership position. To make matters worse, Marcus personally called me on a Thursday and said he would follow up within an hour. He didn’t. I called the branch on Saturday ahead of time to confirm they had a smaller car available and told them to go ahead and charge the card on file. Everything seemed fine—until I got a