Enterprise Rent-A-Car

I recently had to rent a car while my car was in the shop, so I went to Enterprise on Port Richmond Ave in Staten Island.
The business manager, Jules, was so pleasant and knowable. She was welcoming and offered an immediate smile when I arrived, was understanding of my concerns and needs, spent time to discuss different options available to me, and even addressed an unexpected problem with a vehicle quickly and efficiently.
As a first time customer at this Enterprise location the customer service made all the difference and my rental experience a pleasure. I highly recommend.

From the minute I walked in
They made me feel like family
Warm, friendly and very accommodating
I highly recommend enterprise rent a car
If going on vacation or car being repaired
You will not regret it
Mario C

TLDR: Matt is a liar, and Jules is a thief. Use a different location; or better yet, another car rental company altogether!!

I had rented from Fri-Mon via Geico, whom covers $50/day. I confirmed my reservation over the phone with Jules. I asked for a compact vehicle (so that the cost would be under that $50), and stated that I would be dropping off in Brooklyn. She put all this in my file.

When I picked up, Matt said no smaller vehicles were available, so he offered me a free upgrade to an SUV. I took that, and asked him if there was a note on my file that I would be dropping off in Brooklyn. He said no (Huh? Where did it go?), but he made the note. He said that I wouldn't have to pay out of pocket, except for a $30 deposit. I was then charged $50 for the deposit. Um okay, that's fine. But then why was I told $30??

When I dropped off in Brooklyn, that rep reported the car as not having damage, but said that I needed to call the Richmond Terr location to close out. I call, and Jules tells me I owe $151. I said that it's covered by Geico. She said that Geico never extended the reservation to Monday, so the bill is showing that Geico only paid from Fri-Sat, and I was responsible for Sun-Mon. She told me to call Geico to extend the reservation to Mon, and I'll be set. I call Geico, then call them back stating that the reservation is now under Geico for Monday drop off. Now she tells me that I owe $61, because I had to pay the difference in price above the $50/day for the SUV. I told her that Matt offered me the free upgrade, and told me that I would not be coming out of pocket; so I am not paying that, and that she needs to speak to the manager. After she comes back from putting me on hold, she tells me everything is all set. When we hang up, my credit card is charged the $151! So wait, I thought I only owed $61?? So what was the point of me calling Geico to extend the reservation!?

I called back, and spoke to Matt. He keeps changing his story to (unsuccessfully) make himself not look like a moron. First, he said that the free upgrade he gave me was only until Saturday, and that I could have come back on Saturday and exchanged the car for a smaller one. I told him that he is BSing me, and that was not what he told me when I picked up. Then he says that free upgrades are not available for rentals booked via car insurance companies. I told him that if that is Enterprise's policy, then he never should have offered me the upgrade in the first place. But since he did, then I am not at fault, and I am not paying this fee. I said that Jules had no right to charge my card, after I specifically stated that she is not authorized to do so. He refunded me $90, which was a fee to drop off at a different location. He said that at first (when I picked up, and signed the rental agreement) they weren't going to charge me for it, but they decided to charge me now. But he said that the manager refused to refund me the remaining $61. So as a way to make up for it, he said that if I rent from them again, then he will give me a free tank of gas. I asked how can I be sure that I will get that, since nothing you have told me thus far has been the truth. I asked for him to put that note in my file, in case I don't get him when I rent again. He said that he doesn't have a way of doing that, but if I just tell the rep that "Matt said that I can get a free tank of gas", then they will honor it. Doesn't sound too convincing to me!!

The following day, I called Enterprise's 800# to file a complaint against Jules. Strange things have since happened, and I feel that Jules is aware of the complaint, and is retaliating. First, I get a notice from the Damage Recovery Unit stating that I damaged the vehicle, and now I have to pay for the repairs. I called this unit, and stated that it is verified on my file with the Brooklyn location that I returned the car without damage. I called the Brooklyn office and asked why they put in this claim, if they told me that there was no damage when I dropped off. The manager told me that the claim came from the Richmond Terr location! Hmmm that's strange! How could the Richmond Terrace people know that there is damage on the car, when I dropped it off in Brooklyn!?
Then, Enterprise charged my credit card for the tolls, even though I had my EZ-pass and was charged by that. So why did I get double charged?

A regional manager was supposed to call me after I filed my complaint, but never did. I eventually got my credit card company to refund me for the $61 and EZ pass charges. I called the Damage Recovery Unit again, and stated that I am not paying for the damages, and they are to not call me again.

So please do yourself a favor, and don't go through the same headache that I did! Rent elsewhere!!

Great customer service, quick and easy rental process. We just returned our rental which is a bmw x3 It was great, had it for 2 weeks with no issues at all. Big thanks to Gina and Tim for their help! Will definitely rent from enterprise again!

My experience with Enterpice Rent car located on Richmond Terrace Staten Island have started prior to rental
I have tried to call them and make reservation, I have spent on hold about 1 hour and gave up.
When I have come to the office I have spent another 1,5 hour to get car . The car inside was smelled horrible. .
When I came back to return the car . The literally tried to steal my money charging 200$ for vacuuming ( it was fur on the sit) and another 100$ that they could not explain the reason . I am not suggesting to go to this branch

I needed a rental while My car was being repaired. It was great news to me that this was covered under my auto insurance. My husband picked up the rental on a Friday. The car smell was horrible. Like a fish truck. So bad I was nauseous and called enterprise to exchange it Sunday. After several calls that they out source to other countries I was told multiple things. First yes I could change the rental and they would call me back today. No call back by 1 so I called again. This time they had no record of the prior call. So I ventured out to enterprise at Newark airport. So desperate to change the car. First woman tells us(family in car) that since we did not rent it from them we could not change it there. I told her about my prior call telling me I could. She said no. I said well yes I will because this car smell is so bad and she tells me to wait while they look. As I am there I am calling enterprise again and speak with a representative. He tell me they have a car available and he is making the reservation. At some point he transfers me again without my permission and now the final person tells me there is no car.
At this point I have left the car and walked to the booth for a manager. The manager at enterprise tells me they have no car while my husband is on the ramp telling me 5 cars appropriate for us we're just returned. The manager continues to tell me no car is available except a Dodge Charger or a pickup truck. Not exactly appropriate for a family of 5. I ask her why she has no car when I can see in front of me about 200 cars. She tells me they are all rented. Mind you I was exchanging a minivan. I had already told her I would take any 5 passenger car appropriate for a family. So she tells me they are looking for a car. I point to several and say I will take any car in front of me. But oh wait they are all rented. I finally call my insurance and wow wouldn't you know after Geico speaks with her they have a car for me. This one smells like smoke. The service is horrible. The call center is outsourced so good luck with that. But rest assured I was told by at least 5 reps on the phone they are so sorry for the inconvenience. So that makes it all ok! sure.

I filed a complaint against the branch manager Joule, who was very rude and unprofessional to me, but no satisfactory response and my query were not addressed.

Had to get a rental because some fine human decline to side swipe my drivers side mirror. GEICO suggested Enterprise.
The facility is clean and bright.
Phenomenal customer service. Kind and patient. Definitely a far cry from what I dealt with years ago. The staff is knowledgeable and friendly.
Definitely will rent if need be and will recommend this location.

Had my car in for repair so I rented from Enterprise...from the minute I went in the door I was treated respectfully and professionally! The gentlemen there are wonderful
They know their stuff and everything goes smoothly and seamlessly. As I thought my car was ready I in turn had to rent three times. Kyle the manager was understanding and professional and extremely friendly In the midst of a pandemic he was very cool and knew what he was doing. I travel quite a bit and because of this experience Enterprise has a customer for life !!
Thank you Kyle & staff

We had to rent from this place because the car shop deals with this particular company. It was because of an accident that we need it rental. First of all the wait for them to pick us up was more than 45 minutes. The owner of the car shop had to called them three times! And mind you they are 10 minutes away. Finally the kid came to pick us up and the car stank like cigarettes.

Customer service was good but the first car that they wanted to give us was dirty, full of stains and it stank like cigarettes. We refused and ask for another one, of course the nicer ones were available but they wanted to charge us more and we had to pay. Why do I want to pay if my insurance is picking up the tab. Finally we got one that was 1/2 descent. When I told them about the stains on the seats they young man told us well that's what you can get for $40.00 dollars a day that your insurance is paying. You get what your insurance is paying.

If I ever have to rent on my own I will not come to this place.

I have rented from the Enterprise on Bay Street and the cars were so much cleaner and way better service.

I DO NOT RECOMMEND THIS PLACE.