Enterprise Rent-A-Car Arvostelua 

I rented a car at Detroit Metro Airport. The staff there were amazing and so helpful setting up my phone to the car play and explaining how everything worked. I will only rent from Enterprise from now on. From time of pick up to return the staff was amazing.

El día de hoy acudimos a la oficina de Enterprise de Alcobendas para recoger un vehículo reservado previamente a través de Booking.com.

Mi pareja presentó toda la documentación requerida. Sin embargo, el empleado de la oficina le denegó la entrega del vehículo y manifestó que no se lo alquilaban por ser de nacionalidad ecuatoriana. Mi pareja estaba presente y escuchó dicha afirmación.

Mi pareja lleva 22 años residiendo legalmente en España y dispone de NIE y de toda la documentación necesaria.

Como consecuencia de esta decisión, se ha visto gravemente afectado un viaje que teníamos organizado, ocasionándonos importantes perjuicios económicos y personales.

Solicitamos una explicación por escrito de los motivos de la denegación, la devolución íntegra de cualquier importe abonado y que se investiguen estos hechos por un posible trato discriminatorio por razón de la nacionalidad.

Nos reservamos el derecho de presentar esta reclamación ante las autoridades de consumo y, en su caso, ejercitar las acciones legales que correspondan.

Enterprise does not deserve even one star.

A visitor from Australia, hired a car for 10 days. After 7 days the clutch started to fail and degraded until the car became undrivable. This was a breach of contract.

Enterprise's response, was to simply leave him stranded, no effort to provide an alternative vehicle.

To add insult to injury, they have now sent him a letter saying he is responsible for the clutch failure, without supporting evidence and he must pay for the repair under the terms of the contract they had already broken.

This smells of fraud to me.

I was supplied a replacement vehicle by Enterprise Northallerton branch through an insurance-related arrangement after my own car was in for repair.

The vehicle we were given was not suitable for the journey it was needed for. The rear seats had an electronic fault and would not fold flat, meaning the vehicle could not properly carry our passengers, camping equipment and luggage. This was discovered while packing at short notice, over a weekend, with a strict travel schedule. We had no realistic option but to use a second vehicle, causing extra mileage, delay, disruption and cost.

There were also wider vehicle condition concerns. The vehicle had not been properly valeted, and the windscreen wipers failed to clear the windscreen effectively during rain. In my view, that is a roadworthiness and safety issue, not a minor inconvenience.

What has concerned me most is the complaint handling.

I have diagnosed ADHD, anxiety and communication difficulties. I asked for all correspondence to be in writing as a reasonable adjustment and to keep a clear audit trail. Despite this, I was still drawn into a phone-based complaint process and asked to verbally repeat matters I had already set out in writing.

During the call, the Area Rental Manager said, “I think sometimes it’s easier.” That may be easier for Enterprise, or for someone without my disability-related communication needs, but it was not easier or accessible for me. It made me feel invisible and unheard.

Enterprise’s written response has referred to general customer care and vehicle rental training, but it has not confirmed specific training on disability, neurodiversity, communication needs, reasonable adjustments or Equality Act duties. That raises serious questions about whether disabled customers’ communication needs are properly understood, recorded and acted on.

I have asked Enterprise to review its decision and provide the vehicle inspection, preparation, valeting and relevant maintenance records. I have also asked them to explain how my reasonable adjustment request was handled.

At this stage, I do not feel the vehicle issue, the safety concerns, the financial loss, or my disability needs have been taken seriously. I remain willing to resolve this directly with Enterprise, but based on my experience so far, I cannot recommend them.

I will remember to always rent with Enterprise. I normally do, but on this trip to Dallas, I chose to rent with Hertz/Dollar…big mistake. In the day if my pickup at the Hertz office, the Hertz system refused to recognize my Panama driver’s license and my Canadian passport. I was stuck without a rental car for my two week visit to Dallas. Then I remembered that Enterprise always recognized my ID documents. I went to the Enterprise location and not only received a rental car but also received a free upgrade to an Audi.
Enterprise has my business.

Fantastic service from every member of staff involved in my last 2 car hires from Dublin Airport, special shout out to Erin in car return.

They asked me if I wanted to get my own gas or they can. I think if this was explained to me in detail and if they said we dont offer refunds if you fill up the car, I would have left the car half empty. I had the car for close to a month because my car was in the body shop. So putting in the gas, $35.18 over the time I had it. They said the $38.90 was included in my rental car. I assumed they would credit my account or offer a refund. Lesson learned. I will from now on put in my own gas. Other than that they were amazing the one in Clarksville, MD.

If I could give 0 stars I would. My husband's truck broke down, I was out of state and he needed a rental for a week. I reserved the car my husband walked to the local car dealership that has Enterprise and was told that that gave the car to someone else. Isn't that what a reservation is for? Never again will I use this company and I will let everyone who asks, how bad the quality of this places customer service is.

Started off good. Had my car going to the body shop in Kitchener on July 6. Car was booked I was told. I called the Friday before to double check that everything was still ok. When I talked to them(Cambridge site) they said it was booked for July 6th. I told them that i would be in Kitchener for pick up. The lady on the phone said we don't pick up in Kitchener. I explained to her I had no other car or way to get home and was told i would be picked up. She said they would figure it out and get me at 2 pm. July 6th comes around so at 2:10 I called and the person that answered the phone said nothing was set up. I explained that I talked to someone on Friday and they said it was. He then said he would send someone to come and get me.(everything was set up through the insurance as well) After a couple more phone calls they then said we don't do pick ups in Kitchener. This was 45 mins later. I then got told they called Kitchener Enterprise and it was switched to them and they just sent someone to come get me. A phone call later(30 mins) they were just sending someone now. So in total I sat there for 2 hrs waiting and trying to sort this out. I also asked to speak to a manager and they said someone would call me back. Still waiting for that call.

Enterprise reservation serve sucks. I made a reservation a week maybe two weeks in advance to wake up on the date of pick up to find out that my reservation was canceled nothing was available I wasn't even offered to check other locations basically had to do the footwork myself reservations was made on the same day and canceled on the same exact day. Totally exhausted and overwhelmed The experience was unprofessional. And they never have the vehicle that was reserved available NEVER!

One star is too many! Booked a car days in advance due to mine needing repair. Went to pick up my rental to be told that there were no vehicles available and there was nothing that could be done. I found this is standard practice at this company. They will tell you they have availability to keep you from going to a competitor then leave you hi and dry without anything more than an apology. Try any other company. Stay away from Enterprise!

É andato tutto bene all'inizio, ma volevamo contattare l'ufficio di san Sebastian irun e nonostante le ripetute prove é stato impossibile. Non rispondono. Quando un'operatrice gentile ci stava per trasferire la chiamata é caduta la linea... Il numero di telefono sulla prenotazione non si connette, volevamo prolungare. Anche la voce modifica non ha da dato risultati, quindi non siamo stati soddisfatti

bonjour ,
une étoile est trop bien payée, il ne la mérité pas, j'ai eu affaire à des personnes plus que limite, en effet voilà les faits:
- je fais une réservation pour un VU Trafic, qui n'étais pas clean , on me fait signer un contrat sur une mini tablette devant le véhicule sur un écran illisible
- on me recommande une assurance pour avoir une franchise que de 300€ et en geste commercial il me passe en KM illimité au lieu des 100km contractuel.
Je fais remarqué que je n'ai pas vu la mention de KM illimité, la personne me confirme l'avoir fait.
J'ai cassé le mirroir du retro conducteur et griffé la rétropassager.
Quelle surprise lors de la facture :
j'ai été prélevé de 167€ de dépassement de KM , que je n'arrive pas à me faire rembourser
Ils ont fait 2 dossiers 1ou la gauche et 1 pour la droite afin de majorer le dossier et refacturer un max.
Pour info après vérification chez RVI , le miroir posé coute 110€ posé il me facture 260 € +300€sans justificatif.
C'est une pratique plus que douteuse , fuyez cette société de location , ils ne sont pas corrects

If I could give zero stars I would. I reserved a full size SUV well in advance, and when I arrived to pick it up, they did not have it. Instead they tried to hand me whatever was left on the lot, which is not what I booked and not what I paid for. A reservation is supposed to mean the vehicle is reserved. Apparently not here.

We then called six different Enterprise locations trying to fix this, and not a single one offered a real solution. No accountability, no urgency, nothing. Just shrugs and dead ends while my travel plans sat in limbo.

And here’s the kicker: this is the second time Enterprise has done this to me. The first time I gave them grace and nothing came of my complaint. Clearly the problem is not one bad day at one location, it’s how this company operates.

If having the vehicle you actually reserved matters to you, book elsewhere. I will not be giving Enterprise a third chance to waste my time.

Vi lejede en bil i Alanya for en enkelt dag. Bilen var sprit ny. Eller hade kørt 6000 km. Personalet var 100 i top. Den en fantastisk service. Så vi kommer klart igen.

I rented from Dubois PA and was told that I would pay 7 dollars a day for my upgrade, they charged me 12 dollars a day. I was also told that they had insurance coverage for the car at 31 dollars a day but never told me my car insurance would cover the car. When I found this I cancelled the insurance. I was never given any paperwork on my rental. When I disputed the charges I was told they were going to cancel the contract and have the district manager call me, I never received a phone call. I checked my charge card and they changed me over 500 dollars without even a discussion. I will never use them again.

One star is too much for this company. Has treated my son disgracefully, fraudulently taking a large sum of money from his credit card without any advance notice or consent and after doing that did not issue a receipt. They know they have acted wrongly yet refuse to engage with my son.
Stay away from this company!

You cannot trust the website saying that they have cars available for reservation...but all my experiences in store have been good. Staff is friendly and knowledgeable and it seems like they have clear processes for internal promotion opportunities. If you think you're going to need a car, better to reserve one as far in advance as possible and maybe even follow up with a call to the store...otherwise google the Seinfeld scene about reservations...

Decepcionante experiencia en la oficina de Enterprise de Cerdeño (Oviedo) el 30 de junio, alrededor de las 12:30 h. Confío en que la dirección pueda identificar fácilmente a la empleada que nos atendió, ya que se negó a facilitar cualquier tipo de identificación cuando la solicitamos para dirigir nuestra reclamación exclusivamente contra la persona responsable de lo ocurrido y no contra el resto del personal, con quienes siempre habíamos tenido un trato excelente.

Acudimos a recoger un vehículo de sustitución gestionado por Mutua Madrileña. Llevábamos toda la documentación requerida y, una vez revisado el vehículo y firmado electrónicamente el contrato, se nos denegó finalmente su entrega por no disponer de una tarjeta física, pese a llevar esa misma tarjeta incorporada en el teléfono móvil y ofrecer incluso realizar una transferencia inmediata para cubrir la fianza.

Cuando le pedimos que nos indicara dónde figuraba ese requisito, comprobamos que no aparece en las condiciones generales expuestas en la propia oficina, de las que tomamos fotografías. Su respuesta fue decirnos, en tono burlón, que allí no estaba y que lo buscáramos en la página web. Cuando le indicamos que habíamos alquilado en las mismas circunstancias en la misma oficina, respondió que esos compañeros no habían hecho bien su trabajo y que tomaría medidas contra ellos. Cuando le hicimos ver que nuestra aseguradora tampoco nos había informado de ese requisito, contestó que “no era su problema”.

Lo más grave, sin embargo, ocurrió a continuación. Al habérsenos denegado finalmente la entrega del vehículo, solicitamos en varias ocasiones un documento o un correo electrónico que acreditara que el contrato firmado quedaba sin efecto. Se negó rotundamente a facilitarnos cualquier justificante, dejándonos sin ninguna constancia documental de que un contrato ya firmado hubiera quedado cancelado.

También solicitamos hablar con un responsable o que consultara la situación con un superior. Se negó a hacerlo, dijo que ella era la máxima responsable y llegó incluso a decirnos, en tono burlón, que llamáramos a la policía si queríamos.

Cuando pedimos una hoja de reclamaciones, también se negó a identificarse, impidiendo que la queja pudiera dirigirse exclusivamente contra la persona responsable de lo sucedido.

La actitud durante toda la atención fue distante, arrogante, prepotente y carente de la menor empatía. En ningún momento mostró educación, voluntad de escuchar o capacidad para gestionar una situación con un cliente que planteaba un problema y buscaba una solución. Mientras permanecíamos en la oficina, además, observamos cómo otros clientes también mostraban su descontento por el trato recibido.

Ya hemos presentado la correspondiente hoja oficial de reclamaciones y la trasladaremos a Consumo. Después de muchos alquileres con Enterprise, nunca habíamos vivido una situación semejante. Una política de empresa puede explicarse y aplicarse con profesionalidad, tiene que ser visible, objetiva y no arbitraria; lo que resulta inaceptable es la forma en que fuimos tratados y la negativa reiterada a ofrecer cualquier solución, facilitar por escrito la cancelación de un contrato ya firmado, y no ofrecer ningún tipo de identificación personal (número de empleado, nombre de pila o email).

I want to start by saying that my complaint is about Enterprise as a corporation, not my local enterprise location. The people that work at that location were not the issue. We reserved a minivan weeks ahead of time. When we arrived, we were told that there were no mini vans and no large SUVs available and we were given a small compact SUV. That was annoying, but I realized that this was completely out of their control. They apologized profusely and even gave me a free day. When we got to our destination, we realized that the passenger side rear door would not open. Not from the inside, and not from the outside. I would say that that is a major safety hazard. I contacted enterprise customer service to report this as a safety issue. I was given a very cold reply and was told that they would make sure that the people that worked at the location gave me better customer service next time. I explained that that wasn’t my complaint and that I was surprised that the safety issue wasn’t being taken more seriously. This person‘s response was, “I don’t recall, saying I didn’t take it seriously.” Lots of sarcasm and a lack of concern. Buyer beware. They do not care.