Rude and Disrespectful Service at Enterprise Car Rental I have to express my utmost disappointment and frustration with the disrespectful treatment my wife and I received during our recent rental experience at your branch in Toronto, located at 120 Lynn Williams St, Toronto, ON M6K 3N6, Canada. On the 4th of October, we rented a Hyundai Elantra from your desk staff, who happened to be a young gentleman. Regrettably, I must share that his conduct was anything but professional and left a lasting negative impression on both my wife and me. His condescending manner of speaking, especially when demanding to see our identification card, was both uncalled for and entirely unnecessary. Instead of extending us the basic courtesy of allowing us a moment to retrieve our identification card, he seemed determined to belittle us by suggesting that he would withhold the car if we did not comply immediately. This encounter left my wife and me feeling disheartened and humiliated. Despite the satisfactory condition of the car itself and the pleasant interaction we had with the lady who assisted us upon returning the vehicle, the demeaning treatment we endured from your employee has overshadowed our overall perception of Enterprise Car Rental. Consequently, I regretfully inform you that we will never consider renting from your company again. This incident has not only deeply affected our opinion of Enterprise Car Rental, but it has also forced us to contemplate sharing our negative experience with others. Customer service plays a vital role in the success of any business, and it is essential to ensure that your employees understand the significance of treating customers with respect, dignity, and kindness. I sincerely hope you address this matter promptly and take appropriate actions to prevent similar incidents from occurring in the future. I trust that you will reevaluate the behavior and training of your employees to provide a more welcoming and respectful atmosphere for your customers.

Disappointing service provided by Enterprise Rent-A-Car during my recent experiences at this branch. The service received was far from the values stated in Enterprise's claims of "Taking care of our customers, our communities, our employees, and our environment." First Rental: I had created an online profile and made a reservation in advance, but upon arriving to pick up my car, I was asked to redo the entire process. The car was not ready at the scheduled time, and there was no explanation or apology provided. Furthermore, the vehicle was poorly cleaned, indicating a rushed cleaning process with no attention to detail. Second Rental: On my second rental, despite arriving 10 minutes early before opening with bags in hand, I received no assistance or courtesy from the agent behind the desk in the cold weather. The car was again not ready and lacked proper cleaning, with visible dents and scratches. I felt compelled to record the condition of the car with my cell phone. Despite having an established profile, I was asked for my driver's license again, with the agent claiming it was the only way to pull up my account, which contradicts my experience at other locations. I took the time to call the customer service line to express my concerns, and I was reassured that I would be contacted regarding my experiences. Unfortunately, no one ever reached out. This lack of follow-up reflects a disregard for customer service. It is evident that the service at this location does not align with the standards set by Enterprise. Consequently, I have cancelled all future reservations and would strongly advise others to avoid this particular branch. The disingenuous customer service experienced on both occasions has left me with a negative impression of Enterprise Rent-A-Car.

Beware of this location of Enterprise!!! After returning the vehicle, they claimed there were damages and they sent me a claims overview process email. I was very sure I did not have an accident with the vehicle and asked for pictures which they sent. I went to their office and found that the damages they claim was like a fingernail scratch which may have been there and gone unnoticed when I picked it. You need magnifying glasses to see the scratch. They also claimed a part of the bumper was missing (a very little piece you will never have noticed). My saving grace was that I took a picture of the license plate shortly after pick-up which showed that the bumper damage was already there before pick-up. Another Google reviewer had complained about the same issue. I don't know if it's the new management there or whatever, all I know is that you need to be very cautious with this branch!!!! They will try to pin existing problems which they are aware of on you! Compare their reviews in the last 8 months to prior ones...something is definitely wrong at this branch. If most customers are complaining, then you need to look inwards. There is an internal issue at this location!

UPDATE TO MY RECENT REVIEW: FOR TEN DAYS NOW ENTERPRISE HAVE FAILED TO PROVIDE BASIC INFORMATION ON A LARGE CHARGE THEY PUT TO MY CREDIT CARD LAST WEEK. THE LOCAL OFFICE, AT KING & STRAGHAN, ARE VERY DISCOURTEOUS AND UNHELPFUL ON THE PHONE, AND ALL OF THE DOZEN CALLS I'VE MADE TO ENTERPRISE "CUSTOMER SERVICE" (AND SIMILAR) HAVE FAILED. THE CALL CENTER IS IN GUATEMALA AND STAFF THERE HAVE REALLY NO CLUE WHERE THIS PAPERWORK WOULD BE. THE ADVICE THEY'VE GIVEN ME HAS BEEN COMPLETELY UNHELPFUL. I WROTE TO "LISA" WHO REPLIED TO MY REVIEW, BUT SHE SHE DOES NOT RESPOND, AT ALL, TOTAL SILENCE. I HAVE BEEN A LOYAL CUSTOMER FOR 6+ YEARS. /// My review: Staff at King/Strachan are unwilling or unable to be transparent about a spurious charge they put on my credit card. I have asked three times now for the paperwork related to this charge. I was told the Risk Department at head office would provide. I asked for the phone number or email address of the Risk Department and was told this is an "internal department" and the phone number could not be given out. Really? This is Canada. This is 2023. My recommendation is: stay away from this Enterprise location!!!

I’ve been a loyal Enterprise customer using them whenever I travel, however the new Liberty location is no where up to par with what you’d expect from a premium car rental company. Upon pick up, I had to wait an additional 45 minutes because the car wasn’t cleaned and didn’t have any fuel in it. When the car was finally ready, everything felt rushed, the car wasn’t very cleaned and the gas surprisingly was still fairly empty. The manager rushed through the entire process, while pausing to yell at his associates occasionally to hurry up. Upon returning the car, I parked it overnight as instructed and woke up to reports of damages, despite taking photos of the car perfectly fine. Having come here to warn people, I also noticed similar reviews to the one I’m writing. Please be careful with this location, and ensure you have proper insurance. Seems like dropping the car overnight isn’t safe at this location and you are liable for any damages. Enterprise is a great brand to rent from but sadly this location isn’t. I would avoid the hassle and use other rentals in the city.

Don't leave anything valuable in the rental car because you likely won't see it again. My partner and I have rented from this location regularly over the last 2+ years. We have never had an issue until last week. While you may have good service picking up and dropping off a car, you won't have that same service after you've returned the car. I had left my purse in a rental car that was used for about 5 hours (not long enough to misplace things!). Upon calling the location to tell them this, there was no sort of urgency in checking the car. I personally had to go to location to have the car checked and the bag was missing. Hours later we received a call that the bag was found with two conflicting stories of where it was found. Once I received the bag, I recognized that it was missing the most valuable item other than my wallet which was designer make up pouch. We were told by the Regional Manager that he would look into it and unfortunately, nothing has come of that. We will not be renting from this location again.

Saw the good reviews and rented a car for the long weekend. First car was covered in dog hair in the backseat. When I called, the employee explained that she was looking for that car because she knew it wasn’t clean, so I’m not sure why it was even rented to me and why they would wait for me to call them about it. I got another car and a discount which I appreciated. The second car I received looked clean, however as I started packing for my trip I noticed garbage underneath the driver’s seat. One mistake I understand but two makes me realize they don’t even do a basic clean of their cars and definitely don’t sanitize them as they advertise. This standard of cleaning wouldn’t be acceptable even before COVID. I wiped down the steering wheel myself and the cloth was dirty. By the time I noticed they were closing and didn’t answer their phone so now I have no choice but to use this car. I’m shocked they would rent these cars out. I will not be using enterprise again and strongly recommend everyone to look elsewhere.

TL;DR: great service - quick and friendly. Check-in and drop off process was quick and painless. Bring credit card and 2 pieces of ID. 2nd time visiting this location. 1st time the service was quick and friendly. The car was exactly what I needed. 2nd time was busy given the holidays (12-24-2022), but the service remained top tier. In addition to the staff being incredibly welcoming, I was provided with accommodations to make me feel more comfortable during my drive through the rough weather conditions. I didn’t think I needed the additional accommodation until I hit unsafe roads. I experienced little to no visibility, snow and ice filled roads, and heavy snow squalls for 2 hours of my trip. Despite my incredibly stressful drive, I have to give a huge shout out to the person (didn’t catch their name) who provided me with a safer accommodation. I am thankful and appreciative that my very stressful drive was a bit safer thanks to you.

Needed to rent a car for the day. Made a reservation online for a pick up in a few hours. Got there, there was quite a bit of poeple in the place but I was served pretty promptly. Got my car in about 5-10 minutes after arriving. The car itself, a tiny bit of debris left from the previous driver and I hate when the tank isn't full when you get it because it's so hard to get it bang on, I always go over so I'm just giving them free gas. I will probably rent from this particular location again as it is close and convenient but if a different rental company can get me a better deal I will probably rent from them instead. I still would recommend this company and particular location as the staff was friendly enough and I was in and out pretty quickly.

The staff and service here is fantastic, thanks for making my first vehicle rental enjoyable! I would definitely come back if I ever need to rent a vehicle again. The only issue I had (which is not an issue with this location), is that I wish the website would have better informed me that the booking was for the day, rather than just the time period I specified. The awesome people that work at this location cleared that up for me upon arrival though, but it would have made my life easier knowing that when I made the booking. They also said that they will pick you up when you're renting a vehicle which is great!

Car was not at my Toronto neighborhood rental location, so staff drove me to another location to get car. Car delivered with tank half full and car was dirty. Car had not been vacummed, windows weren't clean, and there was trash, including a crushed can of hard lemonade under the seat along with various wrappers. Made us a bit nervous on our current covid environment so we sanitized thd car ourselves. All this on top of having to pay for an entire extra day because location was not open on Sunday when ee were done. I wont be back if I can help it. Just booked my next local rental with Hertz at the airport.

Worst service I’ve ever had with a car rental company Took two hours to finally book the car after it was pre booked After talking to 3 different people in using the manager Manager of this location was the worst out of everyone No help at all No explanation Did a look around at the car Decided to give the car to someone else Had to wait 30 minutes for them to bring another car from another location Not even the original car I booked Pickup was for 10am Finally got a car at 12 Also homophobic And rude Worst customer service I have ever dealt with I will never come back to this location Let alone enterprise

Probably the best rental outlet in Downtown and Greater Toronto! The folks running the place keep a family-like personal touch with their clientele, are always helpful and quick throughout the process and are incredibly friendly! I've especially had the pleasure of interacting with Andrea who actually helped me get the exact same car a few times so I could be consistent in practicing and giving my road test. She was wonderful in even personally following up after the test to see if I passed! That's really going above and beyond! Glad we have them as our neighbourhood friendly rental in King West-Liberty!

Everything went very smooth from pick-up to the drop-off and it was seamless. I then received a call a day later asking how the service was which I explained it was very very good, but then explained that I was unaware the insurance charge was daily instead of a one-time fee but I was fine paying for it because I should have better understood what I purchased. The agent then without any hesitation took the extra charge off of my purchase no questions asked. This is how you maintain a positive customer experience and I will go out of my way to tell people about this location. Thanks again!! Corey

Enterprise is honestly the best car rental agency in Toronto. Their customer service far exceeds any other, and I've rented from all the big companies. They do tend to be a touch pricier than the competition, but it's DEFINITELY worth the extra cost when you factor in convenience and service. They treat you like a human being and not just another numbered customer. Can't say enough great things about this company. This location in particular has been through several managers in the last 5 years but the standard of service remains the same; a testament to how well run the organisation is!

Be careful with this location as they have insufficient overflow parking for the number of cars they rent out (especially on long weekends). This means you cannot leave the car in the drop off lot when you need to and are at risk of getting a parking ticket (which is what happened to me). This is despite me closing the booking in person at the office and being assured by the customer service representative that there were no issues with the vehicle drop off. I even commented on this issue to the rep at the time of drop off and he said that "we get that kind of feedback a lot".

We booked and payed for a cargo van rental and informed the staff members we would be returning later that night to pick the van up from the lot and they assured us that was okay. Upon returning the vehicle was boxed in the lot and we were unable to gain access to it. We had to cancel our move and movers because we had no van! We weren't given a discount for the inconvenience which I feel like we should have been as we had to reschedule the movers, elevator times (for both buildings moving out of and into) and rearrange our entire schedules.

Edit: so i sent an email, as the reply here requested, but of course i never heard back. They want over $1000 to repair a barely visible pencil line scratch on the bottom of the doorframe. I wouldn't even know if that scratch was already there when I picked up the car. I didn't even see it until they pointed it out when I returned it. They sent an itemized list with alleged labour and paint that was done to various parts, despite the "damage" only being on one piece. Apparently they replace the whole side of the freaking car. What a ripoff.

I earned points after my first year with enterprise and i needed a car to rent to move some things to my new home i decided to rent here. I would only have the car for 1 day. I came here to pick up the car and the car was not cleaned well there were lots of dirt on the grill and hood. The of the car interior was cleaned. Small scuff marks but it’s okay. The car only could run for 83 KM Until the gas was out very upset with the car provided. (Note) the Dropbox is located near the elevators. Date of rent (July 20) returned (July 21)

From pickup to drop off, the staff at the Strachan Enterprise location were very kind and accommodating. Shoutout to Ray being expedient and communicative during pickup despite the holiday rush, assistant manager Nishant for providing flexible options when we experienced unforeseen delays on the road, and the kind gentleman who facilitated my seamless return (Sharia!? I apologize if I messed up any names or spelling!!) All around exceptional service. Will absolutely be renting from here again and would recommend to anyone.

I don't often write reviews but the customer service I have received at his location has been exceptional. The staff are extremely friendly and professional. I had to adjust my booking and they were immediately on it. When I had questions they promptly replied. When I returned my car they were great and wanted to make sure my booking met their expectations(which they had exceeded). The customer service is on another level and not just for a car rental company. They were just great period.

Great experience at this location. Car was as expected and very clean, and pick up and drop-off was quick and efficient. No hidden charges. The customer service though was better than expected, such friendly and professional staff! James & team made sure my experience was very positive! I arrived 5-10 min before opening time for drop off, so I was prepared to wait until they opened but no, here was James, already smiling and ready to help!

A wonderful car rental experience! The staff were incredibly friendly - particularly Nishant along with the gentleman who checked me out the following day. They set me up with a beautiful vibrant blue Jeep that perfectly suited my preferences. The vehicle was clean, well-maintained, and a joy to drive. I highly recommend Enterprise on Stranchan Ave for their excellent service. Thank you for making my last minute rental experience so easy!

Disappointed with picking up the car. I made a reservation 2 weeks earlier to pick up the car at 1:00 pm on Friday and they told me that my car wasn't on their location and want me to wait somewhere at least 30 to 45 minutes after they confirmed my required documents in the store. When we went back to Enterprise, they told me that the car was gonna be at location soon but we ended up waiting another 45 minutes to pick up the car.

I love this downtown location. Great staff with quick service and they did a great job to thoroughly clean after the previous client. They use a tablet to scan documents (driver's license, etc.) so, if you pre-book online, the actual rental takes just minutes to complete & you're on your way! No documents, signing, etc. Etc. AND if you prepay to let them fill the tank after, the gas price was better than at the pump

Awful experience. I called the day before to confirm my reservation, and when I showed up I was informed that they had given the car away and that they had no record of me confirming the reservation. They also lied and said that they had called me the morning of my reservation, which they hadn't. To top it off, the employee started laughing when I showed him my call history illustrating that I had called to confirm.

Staff were and are very nice. Very helpful. They made sure the car was sanitized before I got in it and made sure the oil and gas levels were correct. It was very easy to pick up and very easy to return. The car was clean and ready to go no issues at all. Recommended if you are in the area and in need of a car rental. Another bonus is there is a gas station right across the street for you to refill on your return!

Best car rental experience so far. Both pick up and drop off were a breeze. Because all the pandemic precautions their staff were coming in and out the office with tablets to get everything set up. Was driving away my (free upgraded) rental car in less than 5 minutes despite how busy that Saturday morning was. Good rates in a prime location with only downside being their limited business hours.

One of the smoothest rental car experiences I've had. In and out in seconds both check-in and check-out. Zero shady upsales for CDW, etc. The way a rental transaction is supposed to be. And great prices too. Plus, I had to return the car early, and I was simply charged the pro-rated amount. I rented from this Enterprise branch because of the positive reviews. They live up to those reviews.

I had 2 bad experiences here with 1 rental. When picking up the person didn’t explain anything and was so rude when I asked any questions. When dropping off I was treated like garbage and I told them specifically I had to use a different card then what was on file and they still processed it through the wrong card. I would recommend trying a different location or different rental company

Received a call the day before rent as a reminder. Not my usual rental location. Chose location for two reasons open until 8 pm on Friday and key drop box. Staff friendly as has been my experience with Enterprise in general. Be sure you clearly understand key drop box purpose. Will use location again if heading out of town straight from work.

I rarely post any review but I had to for this location. I am regular over here, and I have received excellent customer service every time while I am picking up or dropping off the car. The staff has always helped me whenever I had to make any changes to my reservation. Thank you Austin & team for always providing me with exceptional service.

Mostly great service, occasionally they mess up and you wait 2 hours for a car you reserved a more than two weeks earlier. These guys upgrade me to strangest cars sometimes - a mustang, a full size pickup, a 4x4 Jeep with removable hardtop... It's fun, but hardly practical for a drive to Niagara or Ottawa.

7 star experience renting from Enterprise. :-) Really convenient from start to end. James helped me out. Showed me the car options available and especially gave me a demo of all the cool features they have on their new vehicles. The car itself was also fantastic and I had a wonderful time on my trip.

These guys and gals mean business. Prices are fair, communication is clear, no weirdness or sketch, just straight-ahead great work ethic and next level customer service. I was helped by Nixon at pickup and Summer at dropoff and both were consummate professionals, and super pleasant. Very impressed.

Worst experience ever. Booked a car and was running late, was told they will definitely keep me a car but upon arrival was told sorry no car. Totally screwed up my day. Avoid at all cost. Terrible staff with no sympathy with his sarcastic tone. Help yourself and don’t come here, avoid at all costs!

Enterprise is the most inconvenient rental car company. The customer service is slow and very inefficient. The Lynn Williams location is only open from 9-12 on a SATURDAY and with NO DROP BOX to drop keys. Very poor management. Do not rent from enterprise - better to go Aviva or Hertz.

Horrible customer service. Car broke down. Told them for weeks there were issues. Would not help. Extremely rude. They are claiming I did damage to the car even though it's scientifically impossible and I have proof. Don't not use this location. Worst experience I have ever had.

Literally the best customer service I’ve ever experienced. This is particularly hard to come by in a corporate franchise but seriously loved it. Thanks Sean, he’s the manager. He did a really good job handling my account and dealing with my questions and concerns.

My wife and I are huge fans of this location. All of the staff are friendly and knowledgeable but the standout is Sean: the heart and soul of the operation - the man's customer service is incredible, as is his sense of humour. Thank you and we will see you soon!

Always great service! We love to grab a rental for weekend get-away, or just for a fun day of exploring and this is the place. Great deals! Friendly staff.. and thier weekend special is hard to beat.. and if your lucky, the upgrade treat to the jeep is so fun!

Worst rental place experience. Ray Nelson does not believe in customer service. Leave yourself at least 60 mins to actually get your rental even if you have checked in ahead of time. Ray is extremely rude, combative and unprofessional. Avoid this location.

We have been renting from this location for a few years and the service we get from the staff just gets better and better. They just helped me again with a last minute booking and came to my location to help me with the car. Always super nice and helpful!

Have rented here a half dozen times, great staff. Professional and always have worked to fix any issues with reservations. 4 out of 5 because I often have to go elsewhere due to them being sold out. Not really their fault, but it can be frustrating.

I left a pair of expensive sunglasses in the rental car. When I came back the next day, the staff here had them waiting for me at the front desk. So relieving, and a welcome surprise. Location is also 10/10, my favorite car rental experience so far.

Great friendly service and decent rates. I rent from there often. On one occasion there was some dog/cat hair in the vehicle before I picked it up. Make sure to do a thorough check of exterior AND interior before driving away with your rental.

Overall a good experience with the staff and vehicles - fast service, but sometimes the small lot can get a little busy. Have rented 6 times over the past 6 months and the only issue was with one of the vehicles smelling of cigarette smoke.

Excellent service and reasonable prices. Used them many times. Friendly people. Have rented large and small, always reliable vehicles, with no problems. Often get upgrades for free. They explain the quirks of each car. Highly recommended.

They are hit or miss in reliability. Over the 5 years I’ve been going there. it’s be getting worse. Had a booking three weeks out, only to be told day of. They gave my rental away. Went there, and they closed. With 5 cars on there lot.

First time leaving a review on a car rental place. This location goes above and beyond for their clients. Amazing staff. Nav and James blew me away with their professionalism and service. I will definitely be renting from them again.

These guys and gals are the best. Great customer service. I rented a vehicles when my car was in the shop and the service they provided was top-notch. If you need to rent a vehicle on the west side of Toronto this is the place to go.

Staff went above and beyond to put me in the right car after my circumstances changed. Thanks Enterprise King and Strachan. Once again the staff went above and beyond lending me some tech so my journey was easier! 10/10 Enterprize!

Hartley was a huge help to me. She was courteous and professional. I was also very impressed by the COVID-19 safety protocols here. They are much more careful than most businesses I have encountered. Thanks for a great experience!

Excellent customer service from the manager Ray, assistant manager Nishant, and Dundas W manager Hishan who went above and beyond to correct a terrible customer service that we had initially received from a different location.

Nishan at Liberty Village branch went above and beyond to address our concerns and provided fast, efficient, and friendly customer service related to an overcharge issue. His dedication and professionalism truly impressed us.

Super friendly and helpful. Nice and easy location right across from gas station and minutes from the Gardiner. Little gem in an increasingly dense and unaffordable city. My go-to rental partner for vehicles every time

Amazingly kind staff, personable and considerate. Had to rent out of necessity after a car accident and couldn’t be more impressed with the simple kindness the current staff had to offer. No bs, straight to the point.

Rented a car at this location for the weekend and it was perfect from the start to finish! Amazing and courteous service from everyone on the team; Nishant, Kevin and Rae! Would recommend renting from this location!

I rent here every two weeks or so. I used to go to other locations but these guys have the best customer service of all the locations I tried around the world. Quick, professional, courteous. Top notch, every time

We rented a car from this location in Liberty Village Toronto. We’re satisfied with service and especially Ms.Nav was very helpful and nice. Thank you so much. Enterprise always trustworthy and reliable company

Everything I expect from enterprise - 5 minutes to get in my car and start driving, good quality vehicle, seamless after-hours drop off and a confirmation call later to make sure everything went smoothly.

Customer service is the worst; this branch is not helping tourists; if you don’t have a phone number from Canada, they won’t send you an email to verify everything you need before renting the car.

Great car, price and service! The staff was extremely nice, patient and helpful. They even managed to give us a free upgrade (we booked a mid-size car, and got a full-size). Highly recommended!

The new manager there is suuuppper shady, like a sleazy used car salesman. Be careful renting at this location. They will try to overcharge you for everything, gas, insurance, reg rates, etc.

Highly recommend renting from this location, rented a car for a snowboard trip out of town and they made the process easy. The manager was also a great guy, will come back here in the future.

Today was my 3rd time renting from this branch. the staff are friendly, cooperative and professional, even when under pressure of a very busy location. 5 stars for service and clean cars.

Very friendly and very down to earth staff. Great at assessing needs and not rushing the process. They are quick whether you drop off or pick up a vehicle.

Seamless and very friendly staff, quick, fair pricing. I have had great experience. Definitely renting my next car through enterprise. Good job guys...!!!

Staff was helpful especially Nishant. Explained to me everyrhing i needed. Will be back for sure

Best rental experience and awesome staff. Highly recommend.