Enterprise Rent-A-Car

Category:	Van Rental Agency
Address:	5609 Imperial St, Burnaby, BC V5J 1G1, Canada
Phone:	+1 604-435-7755
Site:	enterprise.ca
Rating:	3.6
Working:	8AM–6PM 8AM–6PM 8AM–6PM 8AM–6PM 8AM–6PM 9AM–12PM Closed

Location

Photos 27

Reviews 9

Miranda Wong

Terrible customer service. I was supposed to get a partial refund of the charges from my rental. On two separate occasions they confirmed the refund was being processed - the second time they said it was pending with head office. Weeks go by and still no refund, so I decided to email Enterprise customer service since supposedly the refund is with head office. CS forwards it to head office, who then apparently calls the rental location. I end up talking to Raj, the manager of the rental location, and he claimed to have no knowledge of any refund and that there is nothing on file about it. I explained that I spoke to his employees twice previously and they confirmed that the refund was in process. I asked if he could talk to his employees to get information about the refund, since the people I spoke to previously very easily located details about what the refund was for. Instead of doing the decent thing and looking into it and calling me back later, he just responds that there is no way he would agree to give a refund. He also refused to give an explanation on why I was told previously by his employees that the refund was in process when according to him it doesnt exist. He wouldnt lift a finger to resolve the issue. Oh, and when you call in to the location and select prompts to get to billing inquiries, it drops your call (goes to show how much they care about post-rental service, I guess). You have to use other prompts to speak with someone - apparently the secret is to select that you need an immediate pick up.

Maryann Newmeyer

I called to book a car rental and have pick up service and was told there was a wait. I explained my car was in an accident and needed a rental until it was fixed and that I was going out of town tomorrow. I needed something the same size - mid-size. I was assured I was going to get that. I was told to call back twice throughout the day to check on status of pick up as they were busy - fine. I did but wasnt told until FIVE hours later and 2 check ups later that the car being rented to me was NOT the same size as my car... not even comparable. 4 door to a 2 door! Fiat to a Focus!!! really? Now I dont have time to do any of my errands and leaving first thing in the morning for a trip that I have to scramble around for to find another car rental that I could have done this morning. Enterprise was recommended to me - why, I do not know - I will never us them and will tell everyone I know in my network the bad service and communication that was given to me. If I was told from this morning I was going to get a Fiat - I would have gone elsewhere instead of wait for what I was promised for. Thanks Enterprise!

A Private User

I recently had some work done with Don Dean collision & their customers receive a courtesy-car through Enterprise. Right from the start, I was impressed with Enterprise: the rental guy picked me up from Don Dean, asked me what type of vehicle I normally drive, and outfitted me with a similar vehicle (turns out I received a 2011 Ford Escape) in a very timely & efficient manner. They were very prompt & professional and I really appreciated that they took the time to find a vehicle similar to what I was driving in order to ensure I was comfortable. Returning the vehicle was just as smooth as picking it up: I dropped off the vehicle & they drove me back to Don Dean. Not that I ever want to have repair work done on the body of my vehicle, but if it ever came to it, I would definitely look forward to working with Enterprise (via Don Dean).

Fatima Kassamali

Horrible customer service! I will not be using this rental agency again nor would i recommend anyone to go there. The vehicle they gave was a nice new one that served the purpose. The young man who helped me was lovely. But the manager has horrible customer service and was rude to his employees. He refused to give me a ride after i returned my vehicle saying they "only go a couple of kms around their area" Enterprise had built their reputation by picking up and dropping off clients. Two weeks later when i stopped by to inquire about a toll charge he told me he "wasnt a toll service" and that i have to call someone else and handed me a pamphlet for a third party company telling me its "not a big deal just call them."

Steven Ng

I came in with my friends, with a reserved vehicle, but was told to come back 12 to pick up, but when we arrived in before 12 we notice the closing time was 12. We stepped in and were told that they didnt have a car for us and asked if we have one reserved. One of the worker told us to drive to other location as in Surrey to just to see if they have a car there.. Instead of calling for us and helping us out, I highly suggest you to replace some of the worker.. Just trying to brush us off.. Never again will I return here when I come down to bc for my vacation..

Steve Partono

Rented a Nissan Altima in Burnaby, BC. The car was not properly cleaned and had mud on tires and exterior. I requested and paid extra to drop off the car at the Vancouver airport, but was never told that the drop off location was outside the airport. I almost missed my flight because of this. Five days later I got a call from the Burnaby office asking where and when I returned the car. I was surprised that the airport office did not notify them. I think because the business is run by franchisees. sometimes there is poor communication and inconsistent services.

Jay Lau

Worst customer service I have experienced. Unfortunately had to use enterprise for a courtesy car. We declined all the extra "services" but enterprise still tried to charge us for some waiver we didnt need. Called 3 times for 3 weeks and was lied to on each occasion buy either Dal or some other agent who said they would call back but never did, even though we had proof with contract in hand that we declined these charges. Finally had to have the manager give us the refund even though they lied and said "Head Office" approves refunds. Stay away please.

Monika Kazazi

Horrible service! I left my insurance papers in their rental car I had for two weeks. When phoned back to let them know, the agent was rude, uncooperative and yelled! " its the second time we are helping you.". I thought providing a service was going beyond above and beyond. He would refuse to even follow up with the new renter, saying I should go to ICBC get new papers. That it is not their job to help! Horrible Service. Do not recommend.

El W

Check your car properly before you rent it or they will pin it on you. I came back from vacation and found out I got charged a deductible. Both the Mgr and Assist Mgr at the shop next door agreed that the damage looked old (with an attempted paint touch up from a prior renter). And they also lied about putting it under their claim as I later found that there was a claim done via my insurance. I will be contacting the BBB.