Enterprise Rent-A-Car in Pineville

I am writing to express my deep disappointment and concern regarding the customer service experience I have encountered at the Enterprise Rental location at 943 N Polk St, Pineville, NC (CLT09). First and foremost, I want to clarify that my overall experience with Enterprise Rental has been positive; however, my recent interactions with the branch manager, Cedric, and the staff at the aforementioned location have left me with a damaged perspective on how customer service is being handled in the Charlotte area. Despite my discreet attempts to guide the staff on handling customers with utmost respect and professionalism, I have witnessed poor management practices from Cedric. It is disheartening to see that the internal customer service score (ESQI) of this location is low, as the staff members have expressed their concerns about leadership. Such a situation not only tarnishes the personal brand and career of the employees but also reflects poorly on the overall operations of Enterprise Rental. Moreover, I have had a series of unfortunate incidents at this particular location, which have only added to my dismay. On three separate occasions, I have encountered issues that have greatly impacted my rental experiences. From being wrongly accused of damaging a vehicle to being provided with a car that had mechanical issues and caught fire during my journey, the level of service provided has been extremely unsatisfactory. Most recently, upon returning a vehicle today, I was falsely accused of scratching the vehicle, and the associate insisted on charging me for the entire hood despite it being a minor blemish that could easily be wiped off. This unjust treatment, coupled with the lack of integrity displayed by Cedric in handling previous incidents, has led me to believe that my concerns are not being taken seriously, and the focus seems to be on financial gains rather than customer satisfaction. Regrettably, I have come to the decision that I can no longer continue renting from the CLT09 location due to the persisting issues and lack of professionalism demonstrated by the branch manager and the staff. It is evident that there is a need for improvement in leadership and customer service training at this specific branch to ensure that customers are treated with the respect and fairness they deserve. I trust that you will investigate these matters with the utmost seriousness and take the necessary steps to address the shortcomings at the CLT09 location to prevent such incidents from reoccurring in the future. Thank you for your attention to this matter. I look forward to hearing back from you regarding the actions taken to resolve these issues. 1st photo is the one taken of the wipeable blemish by the associate next is the one taken by me in front of branch Cedric

I picked a rental car up from this Enterprise off of Polk St in Pineville and I had a bad experience with the car and with the Branch manager Cedric. The car was not cleaned, it had a weird pee smell, the carpet was not vacuumed, there was dirt on the door and it just looked like they ran a water hose over the car to make it look like it came out of a car wash but when the water dried the car was still dirty on the outside as well. And Cedric's customer service was not good at all. When I asked for them to reserve a car for me he told me "it's not that hard to just come in and look at the lot." I was calling ahead of time because it is a drive for me to even get to this Enterprise location especially after work during rush hour. I don't know what type of customer service this is but I will be calling my insurance company to have my file moved over to another Enterprise location.

Do not rent from here, they were the rudest, unprofessional people, the branch Mgr Ethan transferred my reservations without my permission to fort mill because I told him I've never experienced that type of service from fort mill, got to fort mill and they didn't have any cars , the protocol was to call the location before transferring and he didn't, in which I was stranded and missed a very important appoinment, now I can't get a regional Mgr to return my call. Other issues took place as well, I can't believe how I was treated, we rent cars with our billion dollar business routinely, I will never rent from enterprise again.

Earlier this week I accompanied my daughter to pick up a car and got the warmest greeting from Cedrick. He had a very pleasant attitude which is something you don't usually find at car rental locations. I knew everything was going to go smoothly and it did. My daughter ran into a slight problem because she didn't know she had to use a credit card since she had an out-of-state license. He explained everything to her, and was very patient while she checked the balance on her cc. He got her into a very nice new car and that's when we met Clay. Clay had a big smile as he told her he was going to take her outside to inspect the condition of the car. He happily answered all of her questions on how to operate the different parts of the car, since she wasn't familiar with it: He went over the contract with her and had her sign it. We laughed and joked with him, and he never lost that smile. They both gave me the impression they were very happy with their jobs and enjoyed working there. My husband and I rented a car from this same location in January, and the experience was the total opposite. The guy behind the counter was stone cold, and he didn't make me feel like he was happy to be there. He didn't do anything wrong, but he just served us with a straight face like a robot...no warm and fuzzy feeling. If I could give more than five stars I would. This is the type of customer service that makes you want to use Enterprise again. Both Cedrick and Clay deserve to be recognized for their EXCELLENT customer service. Kudos to both Dee N.

Overcharge to auto insurance for 2 additional days even when the car was dropped off at the collision center at 4:20 pm Friday. Assistant Managers at this location are doing auto insurance fraud. Made several phone calls but no resolution to correct their mistake. Body shop collision center informed to pick and get your rental car back but they didn't have shuttle driver and employee to get the car back and end up overcharging auto insurance.

The branch manager was such a pleasure and despite how busy it was, he maintained such a nice attitude. What some would say was a hectic situation with the amount of people and phone calls- he made it look easy. Josh was another employee there who was such a delight. It is obvious this manager fosters a positive and upbeat atmosphere with both the customers and the employees. I walked out of there extremely impressed and satisfied with the service. Huge kudos to those 2 reps!

I've been using this Enterprise for a while now and i will have to say that this is by far the best location that i have come across. Cedric the manager there and the team are very helpful and reliable especially when you let them know whats going on. On numerous occasions i've received top notch customer service with making sure they always put my needs first while following company polices and procedures. When your vehicle is out of commission or your traveling while in Charlotte this is the location that you want to work with. They are on top of everything and get things done. Thank you Pineville location for all you guys help and dealing with me this long!

I rented a vehicle for a week. This was my first time at this location. Everyone there was professional and friendly. They focus on customer service and just as important being very efficient. I watched how they handled the customers before me when I arrived for pickup and then when I returned. Bailey did a fantastic job helping me, answering questions, and giving me direction on anything I might need. She was accommodating during both pickup and drop-off. I'll be back!