Our nightmare experience with Enterprise at Christmas, 2016: On Sat., December 23, 2016 I picked up a white Grand Caravan van which I had booked several weeks earlier. I did a few errands around town that day. On the 24th, left for our Christmas get-together in Ottawa at about 11:30. As I pulled onto the highway the van began to shake when I reached 93 kilometers per hour; at 104 the shaking intensified. I got off the highway. My partner phoned the Enterprise 1-800 number. The woman who answered told him we should go back to where we had rented the van and see if they would give us a replacement vehicle. We said, “Really?” since it was Christmas Eve and we had doubts the store would be open. She said the alternative was that Enterprise would send a tow truck to tow the van to Ottawa. Don asked how many could ride in the tow truck; she said two people. He explained there was a third person and a dog. She said in that case Enterprise could send a taxi to take the extra passengers to Ottawa. This sounded insane, so we decided to go back to Kingston and try to exchange the van. She told us the stores would be open until 2. When we reached the office there was a notice on the door stating it was closed on the 24th. We decided to drive to Ottawa on a smaller highway with a lower speed limit. This added approximately an hour to our trip. On the morning of the 25th we drove to my sister’s house where we stayed for four days. On the morning of the 29th we headed home. Except we couldn’t. We couldn’t get up the hill. When we checked the tire treads, they were very low. The van had no traction. We had to wait for my brother-in-law to sand and salt his driveway before we could leave. It was very difficult to get any traction on even a slight incline. Once we reached the highway to Ottawa we were driving slowly due to the shaking, but we were forced to drive even more slowly because the van was fishtailing. We had to drive below the posted speed limit. We got into Ottawa and called Enterprise. We were unable to get through to the Ottawa airport location but did contact the St. Patrick’s location. We went there and the young man at the counter told us he didn’t have a replacement vehicle for us but he would try to find one. He sourced one at the Ottawa airport and we drove there. The young lady there had a vehicle for us. When we traded our van for the replacement one, she came out and measured the tread on the van we had rented in Kingston. The tread depth, according to her, was (as I recall) 4.6 mm. It was certainly below 5 mm. She said, “That’s odd. They usually change them out when they’re this low.” The replacement van had a tread depth of 5.6mm. The young lady was by herself in the Ottawa Airport Enterprise office and the exchange occurred quickly. She did a walk-around but found no damage to the van. When we returned the replacement van to the 600 Princess St. location we went into the office and spoke to the fellows behind the counter. We told them about the shaking, and our efforts to immediately remedy the situation once we found the van was problematic. We expressed that it wasn’t safe to rent vehicles in that condition. We were told, “We rely on customers to tell us if there’s anything wrong with the vehicle.” I pointed out that this is not a safe way to operate. - and also difficult for us, since they had been closed when we ran into the problem. Then we discussed the problem with the tires, and asked why Enterprise would rent a vehicle in this climate at this time of year without snow tires. We were told snow tires are optional and they are an additional $16/day cost. I explained I had not been offered this option and if I had I would have requested snow tires because I knew we were going to be driving to rural Quebec. Imagine my surprise when I received the letter on 3 January 2017, from Enterprise regarding a damage claim. It took a further few months to sort THAT all out. NOT an optimum rental experience.

This was the first time that I had rented a car from enterprise Kingston, and I have to say that I had a great experience from beginning to end. Let me explain. First off, I made the reservation online, which was very straightforward, user friendly, and I was super impressed with the plethora of different rental options! This was amazing, but the best part was the day I picked up the car itself. I was greeted by Sam, who to say that she is an absolute gem of a human being, is probably an understatement! Her customer service, without a doubt, was absolutely perfect in every single way She is super kind, warm, friendly, professional, and she made me feel like such an incredibly valued customer!! What is more, she explained everything so clearly and answered any questions that I might have had. She did an absolutely amazing job and she really is so great at what she does! And lastly, the car I received was immaculately clean, in absolute great shape, and was everything I had hoped that it would be and some! From the bottom of my heart, thank you so much to the wonderful team at Enterprise Kingston for making my car rental experience so exceptional Keep up the great work and here is wishing you all a wonderfully equanimous day, filled with peace, love, health, happiness, and truly so very much more With all the Metta in the world to you all today, tomorrow, and every single day of your lives, Noah

Reservation not fulfilled I booked a reservation for Luxury SUV on October 25th and received email confirmation of rental. On November 22nd I received phone from Enterprise again confirming my rental and that I could Check In online. On November 23rd I completed the online Check In and again received confirmation of my reservation. Today at 1130am, I was dropped off at rental location and went in to complete my Check in. I was then informed at that time that they didn't have the vehicle I have reserved. The person that had rented the vehicle that I was to receive had extended their rental until Monday. The staff were apologetic and offered me a Sante Fe (definitely not a Luxury SUV) and then a Mercedes Sprinter. There was a Luxury SUV on the lot and I inquired about it. I was then informed that the unit was already reserved. Funny how I had a reservation that wasn't honored, but the other person waiting for the unit on the lot seemed to be held in higher standards than myself. Customer service agent found me a Ford Explorer at the other Kingston location and helped secure it for me. They also drove me to the location and made sure that the rental was complete. I called customer service this afternoon and informed them of today's events and just sent an email to customer care as well.

Newest Review: It seems I can only reave one review despite the fact that my original review is 2 years old, for a different manager/team and even a different location (relocated to this location). Jessica (new manager), Matt and the whole team truly go above and beyond and show genuine interest in ensuring every customer has a great experience. I am often offered options (if available), flexibility with pick-up times and a sincere follow up call to my previous rental to ask for feedback. While I have not encountered any issues (some issues cannot be avoided), I have no doubt they would be handled professionally and with care. Thanks Enterprise Bath rd. Team! Original: I don't normally leave reviews but the service at Enterprise, specifically Oliver, is beyond exceptional and merits a review. I work in customer service and I appreciate the little things. I am greeted by name, they always have my preferences in mind when selecting a vehicle and are always happy to accommodate for special request. I have used their competitors, due to unique last minute situations, and their service and care pale in comparison. While I can only give 5 stars, if 10 was an option, you would have it!!! Thank you!

I rented a cube van from this location and delt with an agent by the name of Alex. The truck I rented was not available and they put me into a much larger truck which was not optimal. Having said that , I can appreciate the last customers failure to return the vehicle caused an availability issue for me. The staff at this location bent over backwards to accommodate me and I left this location with the feeling that they really cared and tried their hardest to make me happy. I was happy and appreciate the customer service they offered as a result of a situation that was out of their control. Thank you for the service . I find the service industry In Canada lacks what our US counterparts offer but in this particular scenario I was thoroughly pleased with the care and attention offered me . This was a good experience and I would highly recommend using this location for your vehicle rental needs.

Went to get a car. Had to return to Ottawa before everything closed for Christmas during the storm. The older woman, with blonde hair, said she has no cars for a one way trip to Ottawa when the website clearly showed many. I spoke with her again in a minute. She was still renting cars. I asked by when can I bring the car back and what rates am I looking at. She says "I don't have any cars for Ottawa, in fact I have no cars at all." She looked a bit whimsical, probably anxious even. Even her colleague standing next to her was staring at her after she said that. I was there for a bit waiting for an uber to go to Budget rental, where I got a newish AWD SUV for a decent price! And this woman was still renting cars! No wonder why their parking lot had 20+ cars though. Deceptive, whimsical, just plain liar. Other staff was good though.

Due to my job, I rented cars from here nearly weekly for many years. The staff were always professional and went out of their way to be helpful and courteous. They went the extra mile to take care of problems and were always considerate. For example, if I had a morning booking and they knew it would be a busy day, they would let me take the car out the evening before. Similarly, if I was a few hours late returning, they would always waive the late fee. Compared to the Enterprise location on Princess street, I find that this location is more reliable in terms of availability but has a slightly weaker selection of vehicles. I wish they were still located at their downtown (Albert Street) location, so it's a bit more inconvenient to get to now, but that's certainly not their fault!

Make sure to check your credit card bill. They charged me an extra $100 for using a credit card, then claimed "it is normally $200 and that it was in case there was a speeding ticket or something" but didn't tell me about it up front when I payed and did NOT show me the total amount (my fault probably for not asking but I shouldn't have to). They already have my card information and could charge it after IF that happened. Make sure to ask for a receipt and agreement form up front so they can't gouge you later on. Overall, ok experience because I asked for my money back and it was no problem. If I didn't say anything, I would've lost that extra money. Won't rent from them again for the lack of transparency.

Worst service ever!! I booked a car and got the confirmation as usual. Then I recieved an email from Enterprise with the information they were not able to fulfil the reservation and I had to call a phone number. I called the number ( call center in US) and they told me everything was OK!! They said they only changed the category of the car and later, I recieved a new confirmation and also an email with a link for fast check in. When I wanted to pick up the car I had the surprise there was no car available. They were unfriendly, didn't help me and they didn't recognise there is a big communication problem in the booking system. Thank you ENTERPRISE for nothing.

Workers were friendly and polite enough, but the car I had reserved a week in advance wasn't there when I arrived. Neither was anything comparable. They offered me a minivan instead of a Jetta. Luckily enough, someone returned another car (Toyota Yaris) while I was speaking to them and I took that one instead. Still not close to what I had reserved. Also, read their fine print on the website. That was confusing. Nobody told me I needed proof of insurance, credit card payment only, and the card needed to be the same name as the driver. All things that are understandable and reasonable, but it was a hassle only being told that at the desk. READ THE FINE PRINT.

Wonderful customer service. Maddison was fantastic and remembered my plans and was just lovely overall! I ended up getting a larger car than I expected for the same price, so that was also great. I went in and booked a few weeks in advance for my plans, Maddison went over everything with me, answered all my questions and then was there when I picked up the vehicle and dropped it off too. They do a walk around inspection with you before you leave the lot to make sure everything is in good condition. And despite how busy they are they take the time to make sure you are comfortable before you leave. 5 stars for sure!

The staff are friendly here, and they provide pick-up and drop-off service which is great. That said, it took rather too long to checkin and pick up the car. The car was reserved but wasn’t clean when I got there and it was 45 minutes later when I finally pulled out of the lot, so not efficient at all. Also, they don’t have carseats. They say it’s a liability issue so they don’t rent them. I don’t really understand why car rental agencies elsewhere have car seats but not in Kingston. I had to actually buy a brand new car seat from Canadian Tire! Made me wish we’d just taken the train instead.

If I could rate this location as less than1 star I would. We arrived by Uber to pick up our car rental for 10 days. We were informed there was not a car available. We were told that insurance companies take priority and it does not matter we had a reservation. They had our reservation, but no car and no apology or solution. We called a competitor who came to pick us up as they had a car available. When we arrived at the competitor's location there were 2 other families waiting and Enterprise had done the same thing to both of them. What a shock on an otherwise perfect vacation.

Went there with a foreign license, they refused to rent me a car based on that my license doesn't indicate what car I can drive (which can understandable), however, they did ask for my passport and a letter from my home county embassy, which shouldn't be a requirement to rent a car as other competitors (e.g. Avis) wouldn't complicate this simple transaction as Enterprise does. If you're foreign national with a foreign driver's license, I'd recommend that you look for other rental options and save the time that you'd waste going there and getting turned away.

Car worked fine until it suddenly stalled after auto idle stop in the afternoon. Stalls when you put in D. Several cars honked at me at the stop light. Called road assistance which I paid as add-on. They cannot send replacement car as well. Branches nearby already closed. Service tech came, declared mechanical issue and can’t fix it. Had to leave the car in a paid parking lot. All plans cancelled for the night! :/ Had to get other means of transportation just to get home with my toddler. Hoping for a resolution on this from the management

Enterprise at Kingston, Canada was super. We had a reservation over the busy Canada Day week-end and they said "No Problem", they would make sure we got a car ... or truck ... something to drive. We asked them to pick us up early Friday morning at the Kingston Marina and they were there within 10 minutes. We got a brand new Rav to drive. They were not in on Monday when we wanted to return it but they have a key drop box so that made it easy anyway. This is the best service we have had from Enterprise in a long time.

Staff was very knowledgeable and helpful. The only reason I gave 4 stars is because it is extremely difficult to get a car in and around the busy area that their store is located. I think we were lucky that we could even find a place to leave our owned vehicle while we picked up the rental and I have to admit that I was somewhat concerned about the safety of my vehicle while we were away. It's not in a great neighbourhoood. Best advice would be to have someone drop you off here instead of bringing your own vehicle.

We reserved a car for a wedding we had been invited to about a week ago. We reserved an audi a3 or bmw. When my husband went there for dropping off they said they don’t have the car we reserved and they gave us a mini van. It’s unacceptable. We are two person and we have to go to our friend’s wedding with a mini van and pay for gas twice. If they don’t want to give us the car we choose, why they ask us in reservation process and confirm our reservation??? I am so disappointed and sad with their service.

Rented a moving truck; not only was their customer service fantastic, during the move we ran into a few hiccups including traffic that we didn't account for. They were very helpful with this and exteneded our return time without charging us any additional fees. In addition to this, I called explaining some of the other competitor pricing we had been looking at and they ensured we were taken care of given the specific needs of our move! We will be back to rent again! Highly recommend!

Had really bad experience from truck rentals last day... reserved for a truck to pickup by Sunday morning and showed up realizing that the store is closed..... had to drop a day trip with my friends at the last moment... feeling really sad about it, thinking that why they booked me for the closed day..... again when I called a customer care rep a day before they also asked me to show up by Sunday morning... everything that I had was really bad from their side...

These guys suck. First off, they made us wait an hour to even come in because they were "busy". If we booked a car for 9AM, it means it should be ready at 9AM, nothing else. THEN in the end we didn't even end up getting the car, despite being able to book it online (maybe just maybe you should look into that, enterprise???). So in total we were delayed 2 hours and had to spend an extra $50 to get a car last minute at another place. Thanks a lot!

Owner pled out to a mailed speeding ticket on my behalf - no mention to me, no chance for me to fight it - and I was not notified until I got a random credit score hit then months later a call from a collections company when I was trying to find out why my credit score dipped. If I speed, I have no problem paying the penalty. I signed a notice to do that. To hurt my credit score, and render judgments on my behalf is overstepping your authority.

I have rented a car from this place a few times and couldn't be happier with my experience! The staff was friendly, professional, and helpful from start to finish. The process of reserving and picking up the car was easy and hassle-free, the vehicle was very well-maintained, and their customer service was second to none. I highly recommend this place to anyone needing a reliable and affordable car rental service. Thanks for a great experience!

The worst customer service ever!!! Not only are their representatives rude not one is trained the same way. They all tell a different story. They constantly lie and make up new rules every time you talk to them and then get ignorant and rude when you are frustrated with their incompetence. Advice Go any where but here, they make sure to make your experience horrendous when your already going through a rough time. I wish there was minus stars

Affable & competent staff were able to get my rental ready despite the high demand on a Saturday, coupled with the problem of other customers not returning their vehicles on time. Advisable to reserve online in advance if you're on a tight weekend schedule given the supply difficulties this and other rental companies are currently experiencing. Overall 10/10 would recommend for the busy traveller

I made a reservation for an intermediate car here and got the confirmation email as well. They called me less than 24 hours before my reservation to cancel it and put me in the waiting list. I organized my trip relying on the confirmation that I received…totally irresponsible! They didn’t even bother themselves to apologize for that or offering a compensation after all my explanation.

I wish to highly recommend Enterprise Rent-A-Car @Bath Road Kingston. The team has been amazing and super flexible making my rental experience a very good one. The customer service received has been exceptional including the vehicle rented and Nicholas in particular has been very good to deal with all throughout. I couldn’t have asked for more and surely I will be back Thank you!

I feel I'm being scammed for insurance money. Take photos before you rent from this site. Pay extra special attention to the glass. The Damage Evaluator card shows a circle the size of a Loonie is acceptable damage for glass. According to the manager that isn't true. Take pictures, take pictures, take pictures. Record a video of your walk around the car with the agent.

Hopefully the staff have changed since 2007 when I was on course in Kingston and they charged me $200 for damage done to the car after I dropped it off in the lot and returned the keys. After that I was too broke to go home again for a while. For a teenager it was a tough lesson. I never forgot it. Over the years I’ve rented many cars but never again from this company

The service was fantastic and when I went in to pick up my car I was given a free upgrade. I would 1000% recommend this location specifically for their courteous staff alone! I usually rent from Avis but will continue to rent from this enterprise location from now on! By far one of the easiest and most enjoyable rental transactions I have ever dealt with!

Hands down the best rental experience I have ever had. Showed up unannounced with some major changes to be made to my rental and had the issues sorted, a car in hand, and off the lot in less than 15 minutes. Amazing service and great professionalism. I would not rent from anywhere else in the Kingston area - this should be your first and only choice.

I always have a great experience with this Enterprise branch (and other branches too). Every time I go there I know that they've got me covered and they're here to help! The staff is always helpful and professional. They (the two Enterprise branches) are definitely way better than the other car rental service providers in Kingston.

Had to take a car for a single day across province. Called 5 minutes from closing the day before, they sorted me out instantly and had any car I needed. Returned the car late, and after spilling dog food in the trunk. They were very understanding. Very pleasant atmosphere and great work ethic. Easy choice for Kingston Car rentals.

I have used this location many times personally and for business. I would like to give a shout out to them. Great staff on board at this location very respectful and amazing at what they do !! Would recommend to anyone looking for any rental equipment, rental car,pick up trucks,Heavy trucks New and clean vehicles ready to go

I dealt with Erin at my pick-up. She managed to be friendly and efficient at the same time which is ideal when picking up a car. I rented a full-size and got a Nissan Altima. The car was very clean and I had no issues. The only issue you might have with this location is their limited hours but that did not impact my rental.

I'm in this location at least two or three times a month, and they have always provided the BEST service, and completely reasonable prices. My reservation has always been available, and frequently upgraded. Plus, their pick up and drop off service is convenient and saves a lot of money that would be spent on cabs.

The standard car we ordered was not available and Jessica upgraded for us free with a Chevrolet. A powerful car for travelling and our journey to & fro Ottawa and Montreal had been smooth with it. We would like to Thank Dave for a complimentary ride back to Kingston town after we dropped off the rented Chevrolet.

Efficient, though busy both at pick up and drop off. Hyundai, Venue was the rental we got. Our only complaint was it came with two fob but they were attached with a metal cable that was not to undo unless we used cutters so one of us as driver had to carry both in pocket... Did not make any sense …

Oliver J and his team are beyond excellency in customer service at this location. Unlike other location I have received excellent service at this location for the two times I had rentals at this location. Oliver thanks for your good service. Will always rent and recommend at this location

From ease of use of their website or tele booking, to upgrades and rates, I cannot be happier with their service levels and the vehicles they have. I love enterprise and my account status and free days helps. Got a fantastic new Ram Bighorn for a delivery run....what a vehicle.

I've had good previous experiences renting here, but this last time they had little to none knowledge of their own policies (as stated in their official web page) and practically accused me of lying about renting with them before. They need to work on their customer service.

I called literally almost in tears because another Enterprise location had messed up our reservation and we needed a cargo van for the same day. The service was excellent and the woman I spoke with was so kind and patient, and she got us the van on time!!!! Bless!!!!!!!!!!

I had a reservation through my Costco membership. When I contacted enterprise to pick up the car, they told me that there is no car available for me! Do not trust your reservations with this branch, they can easily say: SORRY, THERE IS NO CAR AVAILABLE!!!

Had a bad tire on my rental from Toronto and the female agent that was working new years eve 2022 was fantastic set me up with another vehicle and had me back on the road in such a fast and efficient manner if I could she deserves 10 stars!

I had my car broken into late on a Sunday night and was in desperate need of a rental car early on a Monday morning. I showed up with no reservation and received excellent customer service from Cody and his team. Cody had me in a car about

Absolutely amazing service received from Sabrina at this location! We had to rent a truck for our business, and in the process, had to change the booking several times. Sabrina was courteous and friendly at all times, provided us with a

My insurances rented me a car from there when my car was in for a window repair. Now 7 months later, they came out of nowhere and are threatening to send me to collection instead of dealing with my insurances directly like they should.

Always friendly and professional service. A companion mistakenly left their passport in the returned rental and they called me about it right away. The pick up and drop off service is great and always offered at no additional fee.

The location and staff at the Bath St location provided excellent service. An unfortunate flat tire exposed a flaw in the company stated "road side assistance". Ended up self recovery but was reimbursed all expenses.

The staff of Enterprise at Kingston put the customers first, thinking for the customers' needs, and meet the customers' needs whenever possible. They provided fantastic services, and I highly recommend them.

Truck I had rented was not available at pickup, not their the fault, the previous renter had not returned it. They were able to find another vehicle at another location and got it for me as soon as possible.

Trucks at this location also (despite the name) and I was VERY PLEASED that they'd guarantee me a cube van a month in advance. Their competitor (?) couldn't. 2022 model was great, service was accommodating.

Awesome service. Wod recommend to everyone. They helped us out in a real bind by finding a pickup truck for us since our truck broke down and we needed to pull a boat. Fantastic customer service. Thank You

The lady working there was soo rude she is middle aged woman with blonde hair she was not even paying attention when we were talking to her. She has no manners to talk to customers.

Excellent Customer Care by Jessica Cernos, Branch Rental Manager, Kingston- "Very Professional Caring and Friendly Attitude" Thanks a Lot for your Help & Guidance- Rajinder Soni

Unless you have money flowing out of your pocket book, these people don't treat you properly. So expect less than great service if you don't look like you're from the Hamptons.

Kingston enterprise was great to deal with the customer service rep was polite professional and thorough and understanding when I had to get home for family in an emergency.

Awesome experience as always. When I arrived, they didn't have the van I reserved, so they upgraded me. Always happy when I do business here, great staff, great service.

We booked a car on Tuesday for a trip on Saturday. They called us on Friday at 6pm to tell us our car was not available and they had no alternatives. Terrible business.

Great experience, the prices are high, but customer service was amazing, and man that came to pick me up was supper friendly and helpful. Great experience over all....

Great staff, very helpful and accomodating! Very happy with the Expedition I rented. Made the trip to Cleveland perfect. Would use this soecific site again.

Rented from them recently -- excellent customer service all around, and great pricing. Will happily be going back in the future when in need of a vehicle.

I was very impressed with the quick and no-nonsense check out. It was a car provided through my insurance company and that may have sped things up a bit.

I had the best experience by Jessica last week . She went above and beyond to make sure I am taking care of with my ideal rental car. Highly recommend

Poor Customer service, had an issue with a rental car from them, the manager declined to help, without even trying. Drove 40 minutes away for this.

I have always found the Kingston locations of Enterprise to be organized, their people helpful and pleasant. This is now my Go To rental company.

Staff was friendly and I was in and out with the car I wanted in under 20 mins. Will definitely be renting from them next time I'm in Kingston.

Incredibly nice, helpful, effective staff. Go that extra mile in picking you up, etc, etc. Much appreciated! Thank you! I'll be back for sure!

I booked on my phone the same day. No problems or extra fees. Dropped it off and walked away, the entire process was quick and easy. Thanks.

High quality service with amazing staff. Very understanding and helpful. Much much better than their counterpart AVIS at least in Kingston.

Always had good experience renting from here although I prefer the location further along Princess St as it has better parking for my car.

Friendly, quick service qith convenient pick-up and drop-off seevice at no extra charge. Service animals welcome and accessible building.

I've rented car here multiple times, very friendly and professional staff. Despite being busy they are very welcoming and helpful.

Car interior windows were dirty, and it beeped at me the whole way home for a top up of windshield fluid. I had used it once.

Experience was improved over the last couple of rentals to be honest and that's why I have edited my rating to reflect that

Exceptionally better than u haul in service, cleanliness, knowledge, price, truck size, mileage and they pick you up. :)

When they take a deposit make sure and check your bank account because sometimes they do not return the deposit to you

Friendly service. Staff was able to answer all my questions. Car was in great shape and returning it was a breeze.

Good service and accommodating but car was filthy and needed to be washed again to remove heavy mud from wheels.

Consistently excellent customer service. Vehicles are always clean and in great condition. Highly recommended.

Great service. Staff were super helpful and super patient. Got me into a rental quickly. Highly recommended.

I have reserved a rental car but but now when I forget say we don’t have any car and just apologize to me

A fantastic place to go and rent a vehicle that you want plus excellent service from the staff :-)!

Friendly staff. Easy electronic methods to fill out the paperwork for the rental. Great car.

Very nice staff I have used them a couple of times and had a very good experience everytime.

Picked up my 2022 Tundra. Mike was awesome. I love my new truck. Thank you Kingston Toyota.

Friendly staff. My go to rental place. Thank you Jessica Cernos for the great service!

Always ready to assist with our moving needs! Friendly staff and reliable trucks!

Very good service, vehicle pick up and drop off very smooth, reasonable price.

Excellent service and helpful staff