Enterprise Rent-A-Car

We just wanted to add an additional driver to our contract. The salesperson wasn’t available and after we called them, they said they will be available at 4:30. They showed up around 15 mins late and it took us more than 30 mins to add a new driver. That’s because there were 2 more costumers and there were only 1 person. Enterprise should consider adding more staff in this branch

Me or my friend had rented from enterprise many times while I was living in Banff. Right before I was leaving the country I rented for a bit over a week. On returning the car I notified staff that an existing crack in the windscreen had been enlarged when another rock hit the same place (yes it was already there as I took a video the day I picked it up -concerned how many cracks were already in the screen). The sales person apologised and said he wasn't the one who made decisions but told me it didn't breach any of the windscreen damage rules as far as he could see. 5 days later at 4:30 before a public holiday a charge was made to my credit card for the damages. It took me 2 weeks and many attempts to even get a response (at this point I had been out of the country for 12 days). The questions I asked were mostly unanswered or avoided and finally there was no response at all. 2 months later I get sent an extra $130 bill. ? (Edit) don't be fooled by the smoke and mirrors of their automated response below. They show interest in all the bad reviews but it's all smoke and mirrors. I've responded to the email they supplied me multiple times and the response I've received is essentially 'hey, sorry to keep you waiting, let us see what's going on....' and then no further correspondence. The in store staff were amazing but the management staff were deceitful, dishonest and disrespectful. I wouldn't recommend this business to anyone.

I thought picking up our rental would be a smooth interaction. We arrived from Toronto to Calgary and then took a bus to Banff due to a shortage of car rentals. (The bus service was exceptional) Enterprise Rent-A-Car at the Banff Caribou lodge was the only choice we had. I AM VERY DISSAPPOINTED at the service we received. We had someone by the name Tyler. From the start the vibes were not right. As we were going to check out the car, Tyler was pretty rude with other guests who had cars. One group was parked in the wrong area and there was no need to speak to the group in a rude manner. They seemed like young adults and you could tell they were surprised at the way he was speaking to them. At the start, I was standing in line (I was the only person in line) waiting for him to complete his call, and once completed I was not greeted and instead ignored. He welcomed my partner instead (who was not even waiting in line at the time) but joined later. My partner had lost his wallet upon arriving but had his ID. He would not allow us to use my credit card (with consent). Even with my Toronto, Ontario ID which could not be renewed I had a matching ID along with a credit card. But still would not allow us. My partner spoke on the phone with the manager, the manager also did not help in any way or give us any options. It made us feel as if we are stranded in an unknown city with no transportation and that our vacation would be ruined. Tyler made us feel completely stranded with no options, and the behavior and attitude was beyond upsetting. At multiple times he stated: not my problem, I don't care. He kept repeating that he did not want to get fired which is understanding. We were not trying to make him do something that would cost him his job, but there is a way of being helpful, considerate and giving options but we got none of that. He also mentioned that we could go find another place to find a car for all he cares, when clearly there is a shortage of rentals and the ones available are beyond expensive. Tyler also walked away several times as we were trying to speak to him at times would try to laugh it off, the whole situation was not funny at all. There was also a point where he was planning to go to another city and then come back to help us. We had limited time to do things in Banff and our car was ready at the time. (There was also a point where he said there was no car available but minutes later a car was magically available.) During this time I took the initiative to call customer service and the lady was kind enough to explain the rules and it was understandable. I also explained our situation and she was kind of taken a back as to why Tyler and the manager was not giving us options or allowing us to use my credit card. Customer service had the heart to apologize but Tyler did not till later in the end. Towards the end we figured something out. We were 4 travelers and 2 out of the 4 Tyler would not let us. Luckily we had a traveler that was 21 years old and things worked out with that, we did get charged daily for a young driver and only got $10 off. Our group expressed our feelings to Tyler, but he did not apologize till we brought it up. He claimed he was frustrated with us, but WE should be the ones frustrated as no one was helping us or giving us any other options. I felt there was some sort of racial profiling as we were the only POC around and he seemed to favor non POCs. I've had bad customer service before but this time it was truly a horrible experience. If you're planning to rent here be cautious or save the time and go elsewhere where you will be treated with respect and be treated as a human.

I am a Banff local and mostly choose Enterprise as my place to rent a vehicle from. Tyler is always pleasant and walks me through the features of the car, which I find helpful and am grateful for. Great customer service!

Needed a rental before Canada day and everything was booked up I thought I was gonna be stranded in Banff but thankfully Jesse tracked a car down for me and I was on the road back to Edmonton by 2pm. The best part was I was in a big hurry he had all the forms and everything filled out in five minutes and I was on my way! A great place to rent a vehicle from !

My friend was renting the car here as she was taking me to the airport. When she came nobody was there, nobody answered the phone and there was no car. I almost missed my flight and then even nobody apologized and nobody called. Enterprise just said to contact customer support, but they didnt do anything anyway. I assume there will be another comment here from enterprise" contact our support" but they dont care anyway...

I had a good experience. However, it's true that the phone number of Banff office was not answering and their voicemail was full, so you cannot ask any questions. We arrived to the office in advance, there was nobody, but there was a note left to call the number of Canmore office. That one was answered immediately. The person arrived at the Banff office on time of our rental. The process was fast and smooth. We got a good car and flexibility to return in to Canmore if we prefer.

Excellent Excellent Service! Tyler and Jake were super helpful and delivered me a brand-new 2022 toyota. It ran great throughout bow-valley and banff. Pick up was easy, drop off was easier and I can’t recommend these folks enough. 10/10