I generally have great experiences and smooth transactions with Enterprise. However, the Enterprise location in Williamsburg,Va on Merrimac Trail is by far the (consistently) WORST I have ever dealt with. I typically rent 10-20 times a year. This year, mostly due to this locations poor management locally and regionally, I have only rented 4 times. I have had at least 5 reservations cancelled over the past 4 months due to them overbooking and not having anything available. I have also shown up with a reservation only to find out that they rented my reserved vehicle to someone else.Most recently I dealt with Gina at this location, who decided to rent my reservation to someone else after I missed my appointment because I wasnt there within 30 minutes. I explained I didnt have an appointment, I had a reservation for a vehicle, theres a difference. A reservation holds that vehicle (which I had rented for a week). It is nowhere in the Reservation Agreement or Rental Agreement that they will rent your car out after 30 minutes.I then spoke to the branch manager Rio who argued that they can do whatever they want and informed me that you dont have to rent from us following up with Go ahead and call corporate. We dont care.Apparently hes aware that corporate doesnt care either. Its been more than a week and after escalating complaints to Level 3, I still havent received that phone call from the Regional Manager.If youre going to rent from Enterprise, rent from literally ANY other location.

Everything went perfectly as planned. Our reservation was honored, we got the car we requested. The car was ready at the time/date expected. The car was in perfect working order and fulfilled our needs. The employees were pleasant and helpful, answering all questions. Thanks for your gold service!

This store has horrible customer service. I waited a week for a rental car. The day before the pick up appointment I called to confirm. The morning I dropped my car off at the shop after being outside waiting for an hour. I was told they didn’t have a car for me and didn’t know when they would. I expressed what a huge inconvenience this was because of not being able to move appointments last minute. I asked if they could hold a car for me and was told no. I was also told I could not talk to them this was when I expressed how displeased I was with their service (no cursing, no in appropriate words just displeased with their service). I was hung up on. If you have another option for rental I would utilize it.

Third vehicle under the same contract. Rented large SUV, traded out twice. Ended up with van to drive back home. Awaiting response from initial Enterprise to see if they really take care of their disgruntle clients.This office was helpful considering their limited supply of vehicles. Thank you for your help in this awful situation.Update: Needless to say, the Columbus, GA Macon Road site did not adequately compensate us for our unfortunate experience. The management team (Josh) didnt even bother to contact us after several requests made by Enterprise Customer Care.Surprise, surprise.

Absolutely the WORST LOCATION! Had a SUV booked 5 days before pick-up, received a call the day before to tell me they wont have the SUV available! Family Trip was ruined due to not having a vehicle to get to our destination. They did not care at all. Corporate definitely needs to revamp this location.

We rented a car for a short tripTo Williamsburg, VA. The local staff was fabulous. We had to adjust our arrival and pick up time as well as drop off time. The staff ha does it without a hitch.They were pleasant, professional and answered all my questions. The car was clean and well cared for.Overall it was a great experience! Thanks so much for making this aspect of our trip stress free!

EVERYTHING WAS GREAT!! MR. NEWBY WAS AWESOME, FRIENDLY STAFF, AND VERY CLEAN ENVIRONMENT.

Fantastic rental option. Friendly staff get you on your way quickly.

Im very pleased with enterprise. Everytime I get a rental from them its always easy and hassle free. The customer service is always great and friendly. I highly recommend them to anyone! They are definitely my rental car place!

Excellent service. The lady there is brilliant.

Easy pick up and no problems. 5 Stars!

Friendly staff, and handled my claim fast and easy.

This was a very positive experience. The associates were knowledgeable, courteous, friendly and professional. I was made to feel like a family member.The rental process was quick, accurate and very customer oriented.

They are unprofessional!!! making reservations months ahead just for them to call THE DAY OF an event to tell them that they dont have their car👎🏽 no point of making reservations if they do this mess‼️ they dont care about our well being at all. they dont cooperate with customers to even help them! they have a “vehicle shortage” but we called other enterprises and they have a car🤔 how is that..🤬

My last rental was a Kia Soul.. Great gas mileage and comfort

Platinum member here 😀. These guys have always ensured that I received the red carpet treatment. Thanks for the wonderful service. 🚗

Staff rude and upper management dose not reach out to when you email them or file a complaint

Great people, on time driver picked me up. Car not cleaned inside or out, which surprised me from earlier rentals.

Need to provide a drop off option at NJ locations For ppl needing to extend for occasion/event planned on Sundays. Had to return rental before 12noon and had an event on Sunday at 2pm had to burden ppl for a ride or wait until they were ready to go

Great service- new, clean car- Hayley Norville provided excellent customer service, there were challenges getting a larger vehicle but Hayley went above and beyond communicating the status of the order and ensuring complete satisfaction.

Curtis is the man. Great staff. You have a loyal customer for life.

Called me and left a voicemail to verify that I was still coming, I called them back promptly and when I did, I was told I was marked as a no call no show!! Like WHAT IN THE WORLD???? I booked a rental for a week, to drive my children to another state, for the holidays, to be with family that we haven’t seen in so long & they freaking gave my reservation to someone else???? Now I cannot take my children anywhere, I am so ANGRY!!!!!!!! I was under an hour late.. running behind.. not even a warning that I would be canceled. My entire Christmas is ruined for my children.

I’ve rented cars in the past that ended up being really expensive and a huge hassle to pick up/drop off.This location is excellent! Both pick and and drop off only took about 10 minutes or less. We got a good deal For a great car. Staff was really friendly, professional, and upfront. I’ll definitely be renting from here again!

The office is conveniently located and the staff are very friendly. I enjoyed the time I spent with them at the office and they made the rental seamless. However, the condition of the vehicles should be improved. I had my vehicle less than 24 hours but had a few issues with it. It barely had any gas when I picked it up, which wasnt an issue because I didnt plan to use it until the next day. But I would never expect it to be left in that condition as most rental companies charge a premium for not returning it refueled. The car had a strange odor, which no amount of driving with the windows down would remove. It could have been mildew or something else. The windows appeared as if someone wiped them with chicken grease. I spent about 30 minutes the night before my drive cleaning the windshield and front windows. I woke up the next day and immediate got a tire inflation light. I left with extra time so I stopped at WaWa and refilled the tires to spec. Obviously all the issues could be corrected if enough time is allotted, but this is not what you expect when you rent. Overall, the people and processes are great but the vehicle maintenance needs to be tightened up slightly.

The team at this branch is simply incredible. They are attentive, kind and understanding. They worked with me for a one week rental that I eventually extended for a long period of time. They are professional. The manager is fantastic and responsive. Caitlin was my specific rep and she is a gem for the branch to have. I am so happy to work with your team!

Enterprise was terrific. Picked me up and dropped me back at home. Will use again.

I’ve used enterprise before in the past but this is the first time I’ve been to one since the Covid outbreak and my first time at this location. I was on my way out of town when my wife’s car went down. Needless to say this was a last minute rental and going to this location was my idea. WHAT A TEAM! The customer service was excellent! They made us feel like our last minute rental wasn’t a hassle for them at all. We did have to wait a little longer because of their new sanitation process, but that just made me feel more comfortable about the vehicle our kids would be riding in. We did choose enterprise’s insurance just based off of what the young lady explained to us it just made sense. I feel like we were very fortunate in our situation. Sometimes unexpected things happen and we are thankful that enterprise was able to shine a little light on our day. I had to write the review because she doesn’t believe in doing them, but the team definitely deserves the praise.

The team at this branch is simply incredible. They are attentive, kind and understanding. They worked with me for a one week rental that I eventually extended for a long period of time. They are professional. The manager is fantastic and responsive. Caitlin was my specific rep and she is a gem for the branch to have. I am so happy to work with your team!

ToShara was very professional and well informed, and very keen to get me the right vehicle. I recommend seeking her aid for anyone trying the williamsburg branch.

This location is professional and well run. My guest car specialist, Morgan, took great care of me, ensuring I had all documentation to ride safely. Thanks!

I was disappointed that the only option that this Enterprise had was a minivan. I requested any other vehicle besides a van and my request was ignored.I was getting my vehicle repaired at a dealership because someone hit my car in a shopping center parking lot.I was told by the Enterprise employee that if they got anything else in they would call me and to let them know when I could come to switch them out. I returned the call and explained that I was on my way, to make sure they had anything other than a van. The young lady that I called back to acted like I was requesting to keep her first born child. She had no clue what I was talking about and once she finally figured it out she said, we do not have anything for you at this time, call back tomorrow. This was less than an hour from their original call.I will not use this Enterprise in the future. No customer appreciation or consideration when it comes to finding the right vehicle for each situation.Good luck if you are renting from this store.

Quick fast service Clean car

The vehicle I rented said it had been cleaned due to Covid protocol. However, I found candy wrappers and lollipop sticks in the cup holders in the 3rd row of the vehicle. Also, the oil hadnt been changed for 2 months based on the sticker on the windshield. Everytime I started the vehicle it came up with a reminder that the oil needed to be changed. When I toggled through the settings it showed the oil at 0 %. The day I turned in the vehicle the check engine light came on.

0 stars if I could rate that! Our family was on vacation and was involved in an accident while we were sitting in traffic. Car was totaled. We rented a car from an Enterprise at an airport and Enterprise not located at an airport would not help us. We we still an hour away from the airport to get home from our vacation. Over 2 hours on the phone with at least 5 different enterprise agents, and no help with a replacement car. Very frustrating way to spend our last day on vacation. Enterprise did not work with us to get another car or help getting to where we could pick up another car. Customer service hung up on us before the conversation was over. Do not recommend!

Made a reservation online. Went to pick up car they had none available. They said they left me a voicemail but I did not receive a voicemail. Have to now scramble to find a rental car for my honeymoon. All that I got was a sorry you can try back tomorrow. It honestly seemed like they didnt care.

Very professional. The car was clean and almost new. Unlimited mileage great service.

Had an truck booked weeks in advance because my truck was going into a nearby body shop. When I made the reservation they said they’d have plenty available and I’d just have to choose what make I wanted. Now I’m outside the body shop They did not have a vehicle available for me stated they’d attempted to call me over the weekend to let me know they wouldn’t have anything available. She said my reservation would be good for any other Enterprise location but they wouldn’t be able to pick me up. I asked how that could happen if I had a reservation she said you didn’t have a reservation!? After she’d said she’d tried to call me over the weekend about my RESERVATION! Absolutely horrible😂 Thank you for coming to my Ted Talk on my way to Hertz now.

Since day one Ive been in and out quickly with them, got em up.

Great customer service, always top notch. I was there and got through in just under 5min (without) pre register. That’s how fast and efficient they are...Satisfied customer and will be spreading the great news, thanks again to the guys at Enterprise..!!!

Quick service friendly people

Always amazing customer service never had any issues. Quick and thorough

Always very respectable staff and clean cars

This Enterprise location has great people who go out of their way to make sure things are right, even with a last-minute rental. Katelyn was friendly and professional. Thanks!

Was not informed that my debit card needed a chip in wasted money on an Uber

Rude, not helpful. Go somewhere else.

Staff friendly and I got an upgrade on my vehicle class...

We always use Enterprise. Recently I rented a car with a Monsoon just coming down in buckets. It didnt rattle Branch Manager Danielle and her team! They performed as though it was a sunny day!!!

The Enterprise team members at the Merrimac Trail office in Williamsburg, VA, were extraordinary (courteous, responsive, and professional) and deserve the highest praise possible. I shall continue to rent solely from Enterprise.

Very friendly and efficient. Drop off was a breeze.

Quick and easy to reserve. Met with 3 different representatives during my experience and all were professional, kind, and courteous.

11 hours of Misery....My smoke-free minivan was Not smoke free....When I picked up the van and pointed out the odor, the solution was to roll down the windows and spray some stuff in the car.The 11 hour drive the next day was nauseating the entire distance...

Always a pleasure doing business here even if its do to a cracked windshield in one of their rentals Im in, do to a rock flying up and hitting the windshield this morning. Stop by you will be happy.

When we arrived, we were the tenth person in line. While there was a little wait, the customer service was top notch. They got me into a great car and worked with me while I got my car repaired. I would definitely rent from this location again.

The Williamsburg facility is obviously staffed with a group of professionals. I felt I was being helped by an entire team. This is the best rental car service I have received in the entirety of my long career. After this experience, I can’t imagine renting a car from anyone else. Outstanding!

Horrible service. Never again. Im calling BBB on Monday. No return email, call, nothing. Overcharged and ignored.Side note, the car was nice but Id rather rent a beat down car and treated fairly.

Fairly smooth rental process. The staff what attended to me when I picked up and dropped off the car were both very courteous. Especially liked Mr. Dave who dropped us off at the train station after we dropped off the rental. Such a pleasant person.

The service was awesome and the attendants were excellent. Clean, smooth running, and efficient ( oh and beautiful) Hyundai sonata. In and out in the middle of the rain to pick up. In and out to return. Same friendly faces. Very well run location. Thanks. Will rent there from now on. Dont let me down guys next time. See you soon.

Rude customer service 😒 wasnt truthful about what was originally charged and planned for and didnt have the vehicle we requested for in advance

Joe at the Williamsburg location comped my gas in exchange for me taking a pickup instead of a full-size car. It was a Friday/Saturday rental. I was supposed to get a call-back on Sat. after I night-dropped to another location. I didn’t get a call until Monday morning - presumably because they didn’t get the email report early enough on Saturday to reply. Overall it was an easy experience.

I have rented from this location once before, and they were monumentally helpful and courteous. Their staff is so cheerful and interactive. They greet all customers, and even talk to the ones they arent working with. They helped me so much, and I have had only positive experience with them. If I can help it, I wont go to another rental location. They really are superb. I wish I remembered the names of the employees but they were all absolutely delightful and customer service driven!! We need more people like them! Thank you, Enterprise!

The best experience I have ever received at a rental car branch, the manager is exceptional, hes very helpful, and knowledgeable with everything you want to know about renting a car at enterprise. His Assistant manger is just the same way, the best customer service hands down. I love this branch because of the great service they provide me.

My husband and I arrived to Enterprise a little after 5. The staff had a few customers and got to us quickly. Desiree, was extremely attentive, kind and cheerful. She even offered to take us back to our hotel. It was near closing times and I was beyond grateful she went the extra mile to return us to our hotel. We had a a great conversation on the 10 minute drive and we will return within a couple days to rent another car. Highly recommend.

Review edited. Enterprise made good on a situation that was very unpleasant. Definitely back in my good graces. Very good follow up and satisfaction of a problem. Good job Enterprise!

Enterprise Rent -A-Car. I have been renting with Enterprise for over 10 years and have always been treated with respect. I must say without a doubt that the Enterprise on Merrimac Trail in Williamsburg, VA stands above the rest. The associates are always courteous and pleasant.

Long wait no car available for days

Very good experience. Went in on a busy Friday afternoon, waited just a couple minutes before rep served us. Went out to the car which was clean, comfortable and ran great. Took about 5 minutes to take care of the rental. Came back a week later to return the car. It took about 5 minutes again to do paperwork. Fast & easy!

Staff were extremely friendly and very professional in attire and getting me into a car very quickly. They looked for all the best rates and got the right deal for me. I needed to be picked up, and Larry, one of the drivers, got to me promptly. My situation was one of emergency, and they jumped in and helped me out right away.

Excellent experience!Needed van with flat floor to transport bicycle/gear to race in Florida.Representatives were thoroughly knowledgeable on applicable vehicles, got me in/out fast, the van drove excellent and got exceptional gas mileage.When I returned and was unpacking, lost track of I-Pad. Cleaning crew found it under the passenger seat and called me.My employer had me set-up as a Hertz Gold Member, which is still the case. But prices and service do not compare and have started using Enterprise for personal business and have been very satisfied.

Great customer service! Highly recommend.

Bad and last experience with Enterprise this morning. Made a reservation by call for 2 mid-size car. Went to the pick up the car this morning and got informed that our car is not available and they cant do anything about it. Then whats the point of having a reservation?! I made a direct call! You should have just let me know that there is no car available and it would be fine. Have to cancel my vacation due to your irresponsible actions. Wonder if I can make any complaints to any authority about my consumers right. Dont choose Enterprise guys.

They were friendly, but I was late getting there, so they had given away my vehicle, even though it was being held through insurance, so I had to wait about 30 mins for them to get another vehicle ready for me. They could have called me, rather than giving it away.

Friendly staff and generally good service up front; Having the car delivered to me and being able to sign everything electronically at pickup was very convenient. Only complaint is after I returned the car they kept trying to charge me for additional things I didnt agree to purchase.

Easy processing and excellent customer service

Bring/use a major credit card for ease of operation. If you dont have an in state ID, the credit card is a must. Great, efficient, engaging staff. Good, clean vehicle inventory. Good location. Rented an SUV for a week and put over 2000 miles it. No issues during use. Showed up, turned it in, got it inspected and was out of there in about 5mins from when I returned. They even dropped me off at my home after the return. A+ experience.

Friendly and helpful. Great service. Nice car.

First time I’ve rented and I was taken aback regarding all the “ add on” fees.My expected 200$ rental wound up costing me $450! This isn’t counting the 200$ Returnable fee.I have since seen companies that do not have all these fees, in particular for seniors.

From the gentleman who picked me up to the person at the counter, it was a great experience. Very helpful, very accommodating, professional. The gentleman that picked me up was very personable and explained the area to me. Even places to eat. Made for a very comfortable beginning to my trip. Thank you Barb

Enterprise Rent-a-car has always met and exceeded my expectations for a rental company. Their prices are lower than the competitors and their door to door service is great. I have never had anything to complain about with the vehicles or the service Enterprise provides.

One of the best enterprise locations in the 757 period! Very friendly staff and fast with check in and check out!

Ive rented cars from this location for business and for personal use. The staff is very friendly and always helpful. Its a very pleasant experience. I strongly advise anyone to make a reservation so that you are guaranteed a car. Otherwise, they might not have something available.

As of this moment, Im rating a 1 because they kept messing up my paperwork stating I was using a Kia Soul instead of the Hyundai Tucson. Said it was a technical issue with the tablet. The MAIN reason Im rating now, however, is because the free upgrade they gave me because of my problems with them wasnt specified as for personal use only... Ill never have to rent a vehicle in the town I live in. I was hit from behind, so my insurance is covering a rental, and Enterprise said I cant use the upgrade for it. I have instruments I need to lug back and forth from Williamsburg to Richmond. Really would have been nice if this little piece of leverage would be honored for me having to physically go up there to get the correct paperwork.

Good service and great people skills

Your agents were incredibly friendly and helpful. They went out of their way to get me situated and ready to go. They should be commended for their attitude and efficiency.Regards,Professor Michael Stanford

These guys took care of me at the last minute, even giving me a discount due to my circumstances of being broke down out of state. The front desk girl (she was pregnant at the time) was super friendly, had the best attitude and I feel terrible for not remembering her name. The check in and out process was quick and painless. I would gladly use them again.

Car selection is ok. Not much to choose from around the holidays. I rented a Ford Focus 09/06/2016. Did not really want that car but has no choice since I had been involved in a accident that past Friday on the 09/02. Although the cars suck sometimes, the staff is really great and friendly and they also come to pick you up if you need a ride.

Great cars need better deals

Not only was my car grade downgraded to smaller size and I was still billed at my requested grade. The car smelt tobacco for my entire ride of 3 hrs from Williamsburg to Baltimore even though I was informed it is a non smoking car. I need my money back

Great customer service. They will get you in and out quickly.

Always nice helpful people there ! Ive been dealing with this same location for yrs.

My name is Eleschia Jones. On Tuesday I was headed to Jersey and needed a rental. I had the pleasure of meeting Jalisa. With a full lobby and a smile she got it done! The other staff members were equally professional and courteous.

Great service, friendly staff willing to ensure you receive the car and service you would expect.

Hannah was very polite and friendly! I would always use them. Linwood and LeeAnn was great as well

Excellent service (Dominique in Williamsburg) and reasonable daily rates! Theyve been my rent a vehicle place for many years.

Friendly staff & Thomas at the Newport News/ Williamsburg International Airport is the BEST!

Joshua is super friendly and helpful. Absolutely amazing experience with Enterprise!

Always very helpful. They return calls and get answers to questions asked.

Jacob is amazing. He is a great example of what a good employee should be.

I had a wonderful experience with Enterprise. The staff was great and it was, by far, the best deal around. I definitely recommend it!

Absolutely terrible service through and through!My insurance company set me up with a rental car through this Enterprise branch location. Had I of known the the inconvenience I was being set up for I would of chosen a branch location 2 hours away to not have to deal with these folks!Make sure you sign up for their insurance policy if you do have to rent a car with them, because their initial walk over of the vehicle is haphazard and careless. They DO NOT have your best interest in mind. When you return your vehicle make sure that the agenda does the same haphazard and careless walk over with you or else they will automatically charge you your deductible with out notifying you.If you do choose to file a claim be prepared for the long haul (over a month after initially renting the vehicle and I am STILL dealing with the claims department). Once age be prepared to deal with people who dont have your best interest in mind and give you the run around.Over all I would absolutely NOT recommend this branch to even my worst enemy! Do NOT rent with them unless you have lots of cash to just throw around and dont care about customer service.Lastly, the manager of the branch went on leave and neglected to let anyone know of my situation; mind you I called them just about every other day because that is the only way to get any sort of answer from them. So I had to explain the entire lengthly situation all over again to another manager, who still didnt know what to do!DO NOT RENT CARS FROM THIS BRANCH IF IT IS THE LAST THING YOU DO!

Service from beginning to end was remarkable. The car was nice and clean rode well. Definitely wont be my last time. M