Enterprise Rent-A-Car

I called in this morning to exchange an SUV because the one they assigned to me the A/C at the back doesn't work. The wait time was quite long only to be told "I'm sorry, I'm not taking calls right now. It's just me at the branch and I can't take calls." This is not the first time this happened and it's very unprofessional.

My mom made a reservation for a mid size SUV on December 8, 2025. She and I went to the Rose bowl Enterprise located at 655 N Lincoln Ave, Pasadena at 12pm on December 26, 2025, the same time that it told us to come to pick up the Mid size SUV. When we arrived the place was packed and they said they were waiting for cars to return. Wonderful! 45 minutes later we left because I was starving! They said they would call us when the car my mom had reserved was available. At about 230, we still hadn't heard from them, so my mom called them. She was told that yes indeed we had 4 cars to pick from, none of them being the car that she had reserved. My mom is 5'1 and tiny and only feels comfortable in a mid size SUV, she explained this to them before leaving Enterprise. The guy tells my mom that he

Enterprise is my go to rental car company, and I rent from them a lot. They do have a good reputation overall. However, this particular Enterprise was a case study in horrible customer service. The attendant had no manners and was unnecessarily aggressive. Despite checking in online, it took almost 1 hour to get the car--which was available the whole time. They had trouble processing my reservation and kept forcing me to pay for a rate that I did not initially reserve under. The customer service was so foul, I chose to pay the fee and return at a different location.

I use this Enterprise center often, and the team there is top-tier! If Juan is working, you are going to be greeted at the door with the most professional warmth in the business. I enjoy my experience here every time I come. The staff here are smart, helpful, efficient, and kind. It's like working with friends! Thanks you all.

Make sure to take a video around the outside of your rental before taking your car from the Pasadena location on Lincoln. They are running a scam there where they try to charge you for old damage to the vehicle when you return it. They will claim that it just came back from the body shop. Only after 5 minutes of arguing and pointing out rust and dirt in this dent on the roof did they finally drop the point.