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February 2024 by Jody M.
I cannot say enough good words about my experience with this Enterprise location. This was my first time flying into Burbank Airport, and Mari Silva made it such a smooth, positive experience for me. My young daughter was with me, and Mari was so kind to her and made us both feel like she genuinely cared about our comfort with the vehicle we drove. When returning my car, she recognized us and came up to ask if everything went well for us. Mari really made us feel welcome. Also, when we returned our car, Al Ayson was wonderful as well. He was so nice and pleasant. I was quite stressed coming in after being stuck in traffic, running late, and not having time to fill up the gas tank. He was so great and calm and helped us check in quickly, got my gas figured out quickly and fairly, and truly made our experience great. I can't say enough how much I appreciate your team there. They are the best I've ever worked with, and I will try to fly into Burbank as much as possible to be able to work with this team again.
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February 2024 by Juanita H.
Great experience with car rental. I reserved the car through Costco Travel, when I arrived at the check in counter there was not a line. I provided my name and ID and quickly moved on to choose my car. Marguerite had a great welcoming vibe and provided wonderful customer service, she walked me through the important aspects of the car and did a complete check of the car before I left. I was on the road in no time at all. Upon my return back to drop off the car Gerry was friendly and efficiently did what was needed and sent me on my way. An overall very positive experience. I will use Enterprise again when needed.
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February 2024 by Colin gillies
What a terrible experience I had with a couple of your Enterprise employees. Eveyln Romero, the location manager at the Burbank Airport. If you would like to read one of my reviews on Yelp, you can get a snapshot of my experience. Or we can jump on a call, and will happily offer an honest assessment of your team's professionalism and customer service.First off, I have never encountered a never ending barrage of "sorry we can't do anything for you." It was rather odd.Let me preface this with, I had a rental set up with you guys and I called the enterprise that it was scheduled at, I asked them to transfer it to a different location. What I was told is that my reservation was good at ANY Enterprise. Now, with that being said, We landed at 6:30 and by the time we made it to Enterprise, it was 7pm. The Hispanic male working that night told us they wouldn't fulfil our rental reservation. The audacity of the male to advise us to goto a different location to get the rental was a slap in the face, considering that all other Enterprise rental locations were closed. He as an Enterprise employee knew that, when I looked to see if any were open he smugly smerck when he saw me look to see none were open. That Is when I asked to talk with his supervisor. To be honest, no pun intended, but that is when the wheels fell off. Evelyn, came out in fight mode and never once tried to quell the situation or defuse my frustration, only to tell me she can't and won't help us out.Let me expound further about the entire encounter with Evelyn Romero. When she came out, she knew I was frustrated, and I apprised her of our situation (which I am sure the first employee had already conveyed to her), we just flew in and we were told we could get a car at ANY Enterprise. When she took the stance of, NO, period. I then asked for a supervisor's contact name, she then rudley tossed a card on the counter top and said, "Here you can call this number and complain about me." I looked at the card she threw at me and it was contact info to the same Enterprise location. That's when I realized she was really being blatantly disrespectful. When I said "this is a contact here", She said "Yes, I am the manager, so you can call here and complain about me." I pressed further for the names of an area manager, district manager or regional manager, and her response was, of course no. I left the card she tossed at me on the counter and went outside to make a few calls trying to get a reasonable price on a car, to no avail. When I returned, I thought she might actually put on her customer service hat and try to satisfy the reservation after having some time to think about me reaching out to her supervisor. Of course, she didn't. As I returned, I asked her one more time, if she could figure anything out for us, and she further dug her heels, stating that she already told me that there wasn't anything she could do. That's when I was really at my wit's end, I asked again, for a supervisor's name so I could discuss my experience. That is when she snatched the business card out of my hand and wrote down a toll free number and said "that's the corporate complaint hotline, that's who you can call." I said, that was rude, grabbing the card out of my hand. As I knew this was a lost cause at this point, I asked for her one last time to provide me with a supriors name, she tossed the card on the counter and told me what she had provided is all she would do, and then to top it off, she asked me to leave.In closing, I had to pay for a $70 uber ride home, due to the lack of empathy and customer service at that enterprise location. When I was on the road traveling for work, 90% of the time we used Enterprise and never encountered any issues or the lack of customer service that I encountered this past thursday February 15th, by Evelyn Romero and her colleague.I'd appreciate it if you can funnel this through the proper channels to escalate this situation.
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February 2024 by Frank G.
This isn't geared towards the nice gentlemen inside the enterprise kiosk, it's towards one particular guy in the car returns area who gave us one of the worse experiences we've ever had! We showed up to switch out a vehicle on Mon 02/12/24 because they were the "only" location in LA to have vehicles. When we showed up, it didn't seem like a problem, but then.. first off, we wanted to get a Toyota Camry, as we were about to be given one, he told us he can't switch it out cause the Camry has a recall on it. No problem, so then he gave us a Nissan Altima, not a bad car. But we found it surprising that when we asked "do you want to do a walkthrough and check the vehicle with us?" He said "no, I don't need to do anything like that, it's fine, it's good to go." "I'm not concerned with any small things like scratches, it's just the bigger ones." "It's been cleaned and good to go." He said. So when we asked for the keys, "they're already in the Car", he said. As soon as we left, bam! We got into 5 o'clock traffic in LA and we get hit with the smell of cigarette smoke! My wife has bad asthma and can't tolerate the smell cause it makes her sick. She has to drive almost two hours back to our hotel stuck in traffic with that smell! She woke up the next day with a very hoarse voice and coughing! We tried to switch out the car the next day, with no avail. We really didn't wanna go back to this location, but after finding out "once you switch a vehicle at an airport, you can't switch out at any other location," we were stuck at our hotel until we had no choice. The day we had to leave we had to go back to the airport location to switch out again! We got lucky to speak with the manager who understood, since he's also allergic to cigarette smoke. He got us a car "from the actual clean lot, he made our experience a better one! Plus the car was smoke free. So if you ever deal with a young Caucasian man with short dirty brown hair and wears a blazer, ask for someone else to help you! Pro Tip: if you're offered a vehicle in the two lanes in front of the kiosk, turn it away immediately! Those vehicles are not clean! The clean vehicles are towards the back!
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February 2024 by Colin G.
During my recent rental experience at Enterprise Rent-A-Car in Burbank, California, I encountered significant challenges. I found the manager, Evelyn, to be exceptionally rude, as she not only declined to provide me with the contact information of a supervisor or superior, but also engaged in unprofessional interactions. This behavior extended to her coworker as well, resulting in unending unhelpfulness. I initially made arrangements with another Enterprise location for the car to be transferred to the Burbank site, only to be told upon arrival that this couldn't be accommodated, leaving me stranded during after-hours without a rental vehicle. She said that in no uncertain terms that she refused to help out in anyway. This experience was, without a doubt, the most disrespectful and unprofessional encounter I have ever had in a business setting. Additionally when i asked for her supervisors info she snatched the business card out of my hand that she gave me and tole me to call her branch and complain her to her. Furthermore she said the only information she would provide was the branch info and insisted that I could find the corporate complaint number online. I will never use them again!
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February 2024 by Christi Black Davis
The young man in Burbank (name is Christian) that helped me secure a rental car was especially helpful.
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February 2024 by Kathleen Welsh
We love using Enterprise. Not only are the prices cheaper, but the whole experience of receiving documentation, then ability to check in early is a big plus. At the rental location, we interacted with no less than 3 people and the warmth, kindness and concern was just something we hadn't expected, but was wonderfully received!
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February 2024 by Charles Girk
Everything was great. Quick and fast service.
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January 2024 by raymond campbell
The staff at Enterprise were all amazing! Checking in and return of the car is so quick and incredibly user-friendly! When we initially rented our car, Xenia Chavez helped us pick the appropriate car for our trip. She was a perfect sales person. Not too pushy, but knowledgeable and wanted to make sure we were safe. We had an issue with our phone, not connecting to the Bluetooth, as the Jeep we rented did not have that capability to connect to an iPhone. She informed us that we would need to buy a USB cord to make it work in a Jeep. Ms. Chavez was willing to switch out the car and not rent the Jeep, but we had already settled into it with all of our luggage and wedding apparel hung, so we did not want to after a long trip. Plus, we wanted to experience driving a new Jeep! We were explaining our surprise that a new Jeep does not have Bluetooth capability with the iPhone, to the customer experience representative, July O’Brien, at the gate as we exited. We explained to her that we feel lost without having the directions pop up on the big screen, making it so much easier to navigate through Los Angeles. Ms. July O’Brien immediately told us to hold on a minute and looked threw her drawer in the office. She pulled out a USB cord and said, will this make your trip better?! We gasped with appreciation and surprise! Miss O’Brien was so kind. She made sure we knew where to attach it and wished us a good trip. She was very personable, and had such a great attitude! She made our trip positive right from the start!!!On our return, we were greeted by Jeffrey Rogers at the Burbank airport when we returned our car. He was fantastic! It was early morning, and he was THE perfect person to greet us! He made our day joyful! He had such great energy, good sense of humor, and absolutely delightful! Mr. Jeffrey Rogers had such great PR skills, that we thought he should be working in one of the offices, where we initially checked in! ? AMAZING personally!Thank you, Enterprise! GREAT service!
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January 2024 by Hunter Thompson
Alvan at the Burbank Airport location has assisted me multiple times as I travel for work. He has always been quick, intuitive and very helpful. We're so used to poor customer service nowadays; it's refreshing knowing that there are still good employees out there!
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January 2024 by Trish Larner
Great service at pick-up. Well informed and answered my questions. Drop off was quick and easy. Will use Enterprise again.
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January 2024 by Andrew Lee
Xenia Chavez was friendly and professional. Overall Great experience renting XC90.
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January 2024 by Ryan D
The customer service provided by this company is excellent and very convenient. I highly recommend it!
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January 2024 by John Brandt
Still waiting for resolution to mechanical issues that occurred during my rental agreement. Absolute trash for customer service
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January 2024 by Philbert Shevitz
Every part of the rental was smooth. Garrett at the rental return was friendly
