I had a car reservation for about 2 weeks while I put my car in the shop. When I went to pick up my rental I was told that they only had a mini van because they were out of full-size vehicles but would not be charged extra. I told Rodrigo I really didn’t want to drive a mini van, but he said I could call back after 4pm to see if they had more cars available and I could switch out. I called back for 2 days and was told there wasn’t anything available that they would give me a call back. Never got a call. At this point I said whatever but I of course did not want to drive a MINI VAN. I had my rental for about 2 weeks. I returned the vehicle and later looked at my credit card statement and realized I was charge $176 for my rental when my insurance told me that they would cover 100% and all I needed to do was put a $50 deposit for damages and gas. I called enterprise to see why I was being charged the amount and the man explained to me I was charge $39/day for the van. I asked him why when I had a reservation for a full-size car and it was not my fault they did not have my vehicle in hand as requested. He put me on hold for 45 mins they picked up the phone 2 times and was eventually hung up on. I called back 2 more times and kept getting hung up on. I finally was able to speak to Nicki and explained to her the situation and she told me my insurance only covered $35/day and the van was $39. I asked her what was the rate for a full size vehicle and she said $27day so I asked why am I being charged $39 for their mistake? She just kept saying she understood but that I still had to pay it since I had the car. I have rented many times from enterprise and have NEVER been charged extra for them not having my reserved vehicle on hand, and was always upgraded free of charge for their mistake. I’m very very disappointed in my experience! I called the customer service and spoke to Daniel and he was more help than what I received from the local office and said he would help get this resolved because it was not my fault they did not have my vehicle request in hand. Until this is resolved I will keep my 1 star. It’s been 2 weeks and have sent multiple emails and have yet to receive any response. I’ve have now done a dispute with my C.C company. I do NOT recommend this place at at. Completely unprofessional!!

The experience with the Miami Lake team was wonderful. The experience with the third shift Miami Airport was horrible. The manager Francie was very unprofessional. Calling my wife baby and me big boy. We had an issue with a Ford Expedition and he kept trying to give us a minivan. He was laughing when we were respectful to him. I will let everyone I know to avoid the airport rentals and uber to the Miami Lake Enterprise

Recently got a rental car from this location, service was excellent! I was attended by the manger Rob Fernández. He’s extremely professional and went out his way to make my experience pleasant. Would definitely come back and recommend this location! :)

my experience was regular we wait 2 HOURS for our car becasuse there was no car and they leave you there waiting and waiting the staff is always hiding maybe they dont know what else to tell you the car i reserved was not there so i took another one and im happy with that thats the only good thing i can say and is for the car not the staff i hope these change

Terrible car was reserved 3 hrs. before arriving and vehicle was not ready for pick up. Business closed to early for drop off so had to return on following day. Employees would not return me back to pick-up location. Had to walk back. Employees have a very condescending attitude. DO NOT REPLY AND PLEASE REMOVE MY EMAIL ADDRESS FROM YOUR RECORDS

If I ran my business the way these people run their office I would be out of business. Here is my story: I made a reservation through the Enterprise corporate offices for a mid-size SUV for 12 noon on August 10th. I have a corporate account with them. I was supposed to bring my personal car in for repair and I asked for a specific time so that I could be picked up from the body shop where I was going to leave my car. At approximately 10:30 that morning I got a call from one of the male associates telling me that they had no cars so they would not be able to honor my reservation. He told me that I should probably try another location - at no point did he offer to have a car brought from an alternate location nor did he offer any other solution. There was no other location that was close enough to the body shop as they are limited to how far they can send someone for a pick up. Needless to say, I had to cancel my appointment at the body shop having already rescheduled two of my clients in order to make all of this timing work. So far, I have spoken to corporate twice and I'm still waiting for a manager from the location to call me back. I am thoroughly disgusted with the level of non-service that I received here. Good luck to you if you decide to rent from these people.

This place is horrible! Waited for an hour an a half for a rental that was reserved days before! I watched individuals come in w/o reservations and be serviced faster than I was. But to top it off, my deposit was NEVER SENT BACK TO MY BANK! I called my bank to verify if there were any pending deposits and it WASN'T!! Returned the car on June 11th and I spoke to Tatiana and she gave a dry apology. Then stated that I should receive my deposit by Monday 6/19!! That is 8days AFTER the return!! She asked if I wanted to speak to a manager and I said yes. I was then LEFT on hold for 13 minutes before the call was disconnected!!! as if I had nothing better to do!!!! $300 isn't a small amount of money to withhold from anyone!! If you can avoid this location, PLEASE DO IT!!

The most unprofessional car rental company I have ever dealt with. I made a reservation on 11/29/22 for pickup A MONTH LATER on 12/30/22 for our vacation and received a confirmation email the same day. Two weeks ago I spoke with a representative at the Miami lakes, FL branch where we are supposed to be picking up the vehicle whom stated that the reservation was confirmed and reassured that there would be a vehicle available. Not necessarily a suburban but it would be a vehicle with 3 rows since our confirmation was for a PREMIUM SUV. Fast forward to today, less than 24 hours before our rental, at 6:14pm, when all branches are already closed and our options are NONE, I receive a phone call from Miguel from the Miami lakes office stating that they are not going to have a vehicle for tomorrow. That no enterprise within 50 miles will have a vehicle. He ALSO stated that the online reservations are not guaranteed even though it was made directly through enterprise, in his OWN WORDS “reservations made online are overbooked and therefor not guaranteed”. I want to say that I am at a loss for words because of how incredibly unprofessional, inconvenient, disheartening, and just plain maddening this whole situation is but I am not. This whole scenario is a direct representation of enterprise as a whole and how they don’t care about customers and their reservations. If you REALLY NEED A VEHICLE for a trip do yourselves a favor AND DO NOT USE ENTERPRISE.

I was worried about renting at this location because of the bad reviews but we have a every pleasant experience because of Jorge, the representative who helped us and the manager sho also helped us. He was so nice, personable and informative. Looked for discounts for us. Gave us a great weekly rate and made sure we had all our questions answered. We even upgraded to a way bigger van when we got there and saw it on their lot, which thankfully they had available. The cleaning did take a little long, we had to go have lunch and come back, but understandable since we did make the upgrade change at the time of rental so they needed to prepare it for us. Vehicle drove great, no issues at all and very gas efficient.

Came here to rent a car for a family outting, had to wait a bit because I placed a last minute reservation (Saturday summer morning) but they were absolutely reassuring, explained every detail and upgraded me to a better vehicle for the wait and also gave me such a clean car! Marcos was very attentive, patient with my questions. Would def come back! and refer to my loved ones.

Tatiana at the Miami Lakes location is an absolute professional. She handles everyone with ease, Tatiana is so friendly and patient with everyone no matter the renters attitude. The rental experience was great I couldn’t ask for better service! The car was awesome I had a Mustang convertible, it was fun and a great 2 weeks of rental I would highly recommend this location to rent a car!

Got a call a day in advance to confirm my reservation of a “luxury” car. The guy helping me, Rob, was upfront about not having the car despite me getting a call the day in advance. After waiting almost an hour, i was practically forced to settle with a much leaser vehicle. instead of saying sorry, he said “at least its cheaper”. I didnt care about the price- i simply cared about getting what was reserved/ promised. Will be taking the rental to another branch to get the car initially asked for.

Mr Marcos Mella who was my fist contact was amazing, even he was busy busy, very professional, outstanding customer service. Speechless. When I when to turn in Was funny the gentleman who took care of me was great as well btw he have my same name.. Overall experience was great.

I made a reservation online a month in advance for a large SUV and received a call a day in advance to confirm my reservation. When I arrived to this branch, I was told to wait for almost an our for a vehicle they did not have. Their assistant manager, Tanisha Auten, checked me in, and instead of telling up front that they didn't have the vehicle I reserved, she made me wait and attempted to put me into a smaller vehicle without my consent. Instead of trying to assist me in trying to find a large SUV from another branch, the best she could do was send a message to a group chat and offered that I go to the airport who may or may not have the vehicle I needed. I had a terrible experience due to their assistant manager, and I will never rent from this branch ever again. Moving forward, Enterprise will be my second choice.

5 stars for the people who work here bc it's not their fault when it comes to inventory. I believe, Brittny, and another manager (cool dude maybe late 30s), really try and appease all customers and get people in and out as fast as possible. Everyone there hustles and you can tell it's a good environment. Again not their fault when it comes to inventory or amount of staff .There are two wash stations and those guys move cars like clock work, but the demand at this place gets wild. Enterprise should give more resources to this location.

A confirmed reservation is a confirmed reservation!! I reserved my car online a week in advance and the system sends me an email that the reservation is confirmed and everything is ready to pick up my car. The surprise is that when I arrived to pick it up after waiting 20 minutes without the slightest attention, I went to the representative and asked him where my car was and his response was that he did not have a car to give me, that my car did not exist and I was never going to arrive. Imagine planning your trip with your family with a paid hotel and everything ready that you trust your reservation and the staff of this enterprise store comes and treats you like this. lack of management, concern for the customer, they did not care to solve the problem. Be careful this place can ruin your vacation.

Every staff member I encountered at Enterprise at Miami Lakes, Florida displayed great customer service. They were polite and ready to help. They acknowledged everyone that was waiting behind me. Ryan S. and Marcos M. made the entire process very smooth. Thanks again for another pleasant experience.

Had a wonderful experience so far. Tanisha was a true delight to work with and she has the personality to manage a busy business while being attentive to customers needs. She made everything smooth and efficient. Hold on to her. Excellent customer service seems so rare these days.

Horrible service. Reserved an SUV 2 days prior just to find out when I get there that there is none available. You might think what’s the point of the reservation huh? So they had me speak to a “reservation specialist” who guaranteed that there is one available at another location. Well you guessed it there was also non available. Worst experience with enterprise ever. How can you rely on them when going on trips in a timely manner? I had to call Hertz next door after and they actually provided me with a vehicle super quick.

1 star for this particular branch... 😔 Not Enterprise as a company. I have been doing business with them for years and the costumer service has always been excellent. But not at this Miami Lakes Location. The employee who helped me with my reservation did not disclose to me that for dropping off the car in another location I was going to be charged $200.00. So she change my drop off location back to Miami Lakes not Jacksonville FL were I was going, and when I called to fix it (I was almost in Jacksonville already) she said she did it because, if she put Jacksonville down they had to charged me, then she said that all she could do was charge me $150. I would have gladly pay the fee because I was going to purchase a car at the enterprise drop off dealership. But because of the lack of transparency and professionalism I decided to give them 1 star.

Placed a reservation over a month ago to only be called the day before to be informed there are no cars available. What I’m trying to understand is why is there a reservation option because this is not the first or second time this has happened at this and other locations. At this point Enterprise should just do away with reservations and just say first come first serve!

We use to rent the vehicles from this location many times. They never have the car ready when you arrive.However the last few times we rented we have had a few issues that went unresolved. The first was when we were there pick up the car and the car was not ready, we requested that it be non smoking and it wasnt. When even the rep noticed and had them wash it again but cigarette smell does not go away with just washing. We always take pictures of all the car and dents before we drive away. This car had a small scratch on the back and myhusband made sure they made a note of it. When we returned the vehicle a different rep said we made the scratch, Apparently the previous rep did not report it. Thank goodness for a time stamped picture I had that showed it was previous damage. This latest time they called us in the middle of the week to see if we were still going to get the car. We confirmed and confirmed the time between 12- 1pm. When we arrived at the location at 12:50 they had given our car away (Large SUV) they switched us out to a small SUV because that is all they had and we were "late" mind you they ARE NEVER ON TIME. My husband argued that we were not late we were given the time between 12-1 pm during the week and we were within our own time range. The car was small the staff did not care and went about their day. We should have cancelled but we needed it because we were leaving that day. When we returned the car the rep asked how it went and we explained to her and all she can say is we can get a free upgrade next time. LOL they give away the "upgrade vehicles" you actually pay for how am i guaranteed it will be there when and if i rent from them again, What a joke.

Last week I had a terrible situation with Enterprise Roadside service a complete disaster. But, I had the opportunity to work with Rob Fernandez, the store general manager, to resolve the problem. He put me in contact with the Region Manager Todd Gorlick who was fantastic. Both Rob and Todd took empathy with the situation going out of their way to help. Very professional and made feel glad I've been using Enterprise the last 16 years. If there were more people like Rob and Todd caring for the customers this world would be a better place. Thank you Gentlemen

I rent from Enterprise just about monthly, different size vehicles and for different time frames. I've never had an issue with the location or the staff. Although sometimes the service can be a bit slower than others, it's all attributed to the demand at the time but the customer service is never bad. The quoted amount is always the amount I'm charged. The fact that I get a great discount through my employer plus the convenience of the location - I will only rent from here. The only suggestion would probably be that the location needs more reps as it is the busiest if not one of the busiest in the area.

Almost every time I come here they never have cars available. They don't even bother giving you a courtesy call to let you know they have no cars and to save your time. Very inconsiderate. Two stars because i have been lucky before and got a car here and it wasn't a bad rental. Always a huge risk getting a reservation with these guys. Your plans might get ruined.

If i could gave -5 starts i will. Worse experience ever. They gave me the car dirty and smelling of smoke even with it had the sticker of no smoking. I dont smoke so i had to buy air freshener and also clean it with wipes because it had sticky food where you put the glasses. The mat was stained. I tried to call several tines to this location to report the issue and and they just hang up the phone. I called from different phones. I went to 2 nearby locations to report it and they told me not to worry about it i also spoke to the airport manager location and he said the same. At the end they charge me about $80 that should have been charged to the previous client or that location that did not properly clean it before give it to me.

Service is really slow at this location. It's the Closest one to me but I'll Definitely be avoiding it going forth. The employees surely don't make the wait worthwhile, they seemed more upset to be there then I was. Line was out the door...zero star rating!!!

Nice staff and good services the car was excellent almost new clean and sanitizer,they left inside a Clorox wipe ,if you want feel more comfortable you can clean inside with that.

I was there last week with my bf renting a car and I can honestly say the service was very, very good. From the moment we walked in to the day I returned the car. They also called me the day after I rented the car to follow up and make sure all my questions were answered. Dre did an amazing Job at explaining everything thoroughly the day I picked up. He was super friendly and you can tell he enjoys what he does. Awesome customer service from everyone at his enterprise. Thank you all

Very smooth transition, I did my check in process at the front desk with zero issues. I maybe waited 10 minutes for my vehicle if that. Highly recommend checking in online and reserving online. Miles Overton made sure to escort me to my vehicle and ensure I had everything I needed. Fantastic Service.

I had a an incredibly bad experience at the Miami Lakes location on Friday afternoon 6/24/22. . I had confirmed a car only to be told that there were no cars and that it happens regularly and no other help was extended. i found a car 2 hrs. later at an enterprise location a few miles away. The service desk told me I should have called them directly ( I thought I had ) how was I to know....I would like to be contacted by upper management. .Buyer beware . less than 1 star .. Pembroke Pines west was great. 5 stars

Enterprise has been our rental company for over 11 yrs. Anytime we had any type of issue it was always addressed immediately.We have rented from the miami lakes location about 2 times now. The employees are very nice. Our last rental appointment took a little longer than expected due to us having to wait for the vehicle to get cleaned and washed not dried,not so well at that, but we made due with the wipes that we had. And the dings and scratches all over the car. We had no more time to give. Kyle went through the walk around the car with us to document everything very nicely. Our return was quick with Kyle as well he is a very professional team member.The only change I would say is have vehicle ready and cleaned inside for example: (seats,dash ,windshield )for renter at their rental time. Thank you Enterprise.

I love this place, Ive never had any issues at all when it comes to renting a place. It gets busy every time i go there but I dont wait that lone. The employees are very friendly and they are always there to help. Even when returning the car they are always helpful. Love it, being going here for years and will still go there for years to come.

I rented a vehicle from this location only to find it is infested with roaches. When I received the car it smelled of smoke, but cars are not supposed to be smoked in. Me being desperate to drive up to see my dad for major surgery, I overlooked the smoke smell. Enterprise you have to make this right, what type of experience do you want your customers to have? Update: I was able to go to another location when I reached my destination(location in a different state) and they switched the vehicle for me, the process was long and frustrating but it happened. Once I arrived back home I contacted the branch where I originally rented and spoke with Dylan who seemed very empathetic and concerned. I arrived at the branch and Rob helped me finalize my rental and helped me understand how something like this can be overlooked, but never purposely. Rob was able to take a very frustrating situation and we both used it as learning opportunity. This is the reason for my change of the rating. Thank you Rob!

I am speechless. My company made reservation a month ago for 12:30. It’s 2:30 and still a lot of people in front of me. This is disaster. First they said that they don’t have a car and now to wait. I don’t understand why we can’t do negative reviews. I would give them -10.

Despite their friendly demeanor in person, they don't seem to care about their customers. Today 10/20 at 3:18 PM, I called to extend my rental. After confirming the date 2 times, the employee added an extra day to my rental. When I questioned why the rate had gone up so drastically, the employee just said that rates change. I told him the previous week was about $50 less than then previous extension for the same time, 7 days. He stuttered and refused to elaborate, opting to instead charge my card before I could allow permission (he kept muttering and would not speak up). I got the bank notification before he spoke up and he said I could call back with questions, and I requested the confirmation be emailed to me. He said it would be automatic, but that has never happened. He said I could call back with questions then ended the call. Immediately called back but was left on hold. So I called another location (Doral) and they confirmed the employee had added an extra day and that the confirmation emails were never automatic. This 2nd location was able to refund me and send me the confirmations in under a minute. Very dishonest employees at this location. Even the day that I went to pick up the rental here I was told to wait 10 minutes for my car... waited over 30 and then the guy who took pictures missed a lot of scratches and dents on the rental so I had to point it out. They also did not tell me about the deposit amount until the moment I gave them my card. Turns out they also had the wrong number (I also had the employee confirm this several times in person) which made things extremely difficult when trying to extend weekly by phone.

They don't have the car that you made a reservation for. Another person came in and experienced the same problem I had and he got the same answer I did. There nothing they can do, you must wait until the car becomes available or purchase an up grade and pay the difference. You can only imagine my anger after spending almost 2 hours at this place. Didn't go to another place because I had a wedding rehearsal in Orlando and was on a time crunch. 😡

Car was disgusting. I have the pics to prove it. I mean disgusting. The agent was very nice, helpful polite he did what he needed to do very well. But the car itself was disgusting. Divisor hat, prints of someone grabbing it with hands full of some kind of red sauce. Not to mention that the rest of the car, the seats were so dirty. I had to get my own wipes and wipe the steering wheel and the seats because I felt gross sitting in it.

Car desperately needed to have its windows cleaned. Windows so hazy could barely see the road when sun shined into the windshield. Absolutely horrible time trying to get ahold of the local branch. Would call multiple times on any given day and maybe talked to a human twice over almost a month. I would call the main number for the branch and the regional or national office would pick up and could not help me. They then redirect me back to local branch to resolve the issue with my vehicle and State Farm. Even the regional or national office had a difficult time reaching out to the local branch and getting any sort of response. They would email multiple times regarding an extension on my rental and they could see in their records it was never opened or responded to.

Excellent option for renting the car of your choice. Professional service and attention.