Enterprise Reviews 292

Horrid. They lie to you and change reservations. I lost business because of their delay of getting me a vehicle for an hour and a half. Never use Enterprise in Spain and I suspect really, anywhere based upon the global reviews.

We rented a 7 seater car through ALAMO-Enterprise, using Expedia. We did the same in LONDON - 5 stars no issue, my wife arrived to Bilbao, Spain with 3 children and the staff told her they had cancelled her reservation and refused to give her the car. They then went on to increase the price and told her to go to another location as a new rental - citing a rule that if you are not there within 1hr they will cancel the reservation. This is first time after renting over 200 Enterprise cars across the world that they told us this. More so - my wife was in the queue waiting 45mins to be served so was not late. The staff had zero compassion - for a mother with 3 kids aged 5, 3 and 1 and valid reservation. Maria the manager should be fired - her communication is terrible, she is aggressive and standoffish - totally not okay to speak to any customer or human in the way she did. We called Expedia who were shocked and tried to call the Enterprise desk as they agreed it was not okay. They were hung up on twice and got no resolution. Absolutely awful experience at the Airport and with Enterprise. The other car companies laughed saying this was a regular issue with Enterprise in Bilbao - the entire staff need training and the Manager should be fired with cause.

We arrived at enterprise car in Barcelona after we had pre-booked the vehicle and insurance in advance. We arrived at the Barcelona central location where we were met with two extremely rude and dismissive operators who made us wait for 25 minutes before speaking to us. Then after being made to wait, we were first told that there were only manual cars after we had pre-booked an automatic car, then they started saying that because we have a different passport than our current country of residence and didn’t have a credit card of the same country. Our passports were different to our countries of residence and clearly that proved to be a problem for them as they refuse to accept any sort of card that was not of our country of origin, which is ridiculous to expect that someone who has lived in another country for more than a decade would still have a bank card from their country of origin that they don’t live anymore. We then managed to produce a revolut card which they did not accept and they also refuse to accept Apple Pay and refused to change the name on the booking, which would have allowed another member of my group to drive the car instead with the details that were requested. Upon pointing out that our confirmation email only required a card to be in the driver’s name (nothing about country of origin was mentioned) they kept dismissing this fact. We then asked for them to show us the terms and conditions, and they flat out refused and said that it was time for them to close up shop that there was nothing that they could do for us.

They also both kept continuously dismissing us and calling us nomads, even though we calmly explained that we just moved away from our country of origin for work and had permanent residency elsewhere. They decided that they were very much in a hurry to close up shop when we kept questioning their claims and promptly dismissed us completely, our only saving grace was that we booked through booking.com and therefore we could contact the booking.com in order to find somewhere else to get our car from. This entire process deducted more than three hours from our trip and we were exposed to ridiculous and unpleasant behavior from the staff there who seemingly wanted to create arbitrary rules to prevent us from getting a prepaid vehicle. This is a scam do not fall for it. We went to SIXT instead who were extremely helpful and accommodating.

After going to tripadvisor to leave a horrendous review we stumbled across many other comments from people who had the same experience as us and worse. In the end we were very glad to not have been subjected to the clearly dodgy business these people are running. Run away!

SCAMMERS! SCAMMERS! SCAMMERS!
Avoid this company - they will scam you.

Payed for insurance up to 1500euro and was told to leave my car in an unattended garage in Barcelona. They instructed me to put my keys in a safe in the garage. I filmed the car which was clean with no scratches as I left it. Now they claim it has a scratch dammage and wants to deduct extra 300 euros from my credit card. Also the 200 euro deposit is taken.

Disgusting people, disgusting company. BE AWARE use Sixt, Eurocar or what ever. Do Not Use Enterprise they will scam you.
The insurance for up to 1500euro also should cover it but It was a scam cost.

SHIT company.

Extremely Disappointing Customer Service and Communication

I rarely write public reviews, but my experience with this rental company has been so frustrating that I feel compelled to share it. It has now been over a month since I submitted a lost item claim, and I have yet to receive any response whatsoever. Here are the key issues I encountered:

No Response to Lost Item Claim
Despite multiple attempts and follow-ups, I’ve received no reply, update, or acknowledgment about my missing item. It’s as though the inquiry vanished into a void.
No Confirmation or Tracking Mechanism
After submitting my claim through the official website, there was no confirmation email, no reference number—nothing to indicate the claim was received or logged. This complete lack of transparency is unacceptable.
Invoice Delays and Blame-Shifting
The invoice I requested was also delayed, and I was told there was “missing information” from a partner. All required data was provided, so this felt like an excuse rather than a real reason.
Unhelpful and Indifferent Staff
The staff at the rental location were disengaged and unhelpful. They seemed more interested in ending the interaction than offering support or information.
Poor Information from Partner Booking Site
Because my booking was processed via a partner, I wasn’t properly informed of critical rental conditions—like the requirement of a physical card for the deposit. In today’s world where digital cards are widely accepted, this should be clearly and boldly communicated during the booking process.
Broken Internal Communication
There seems to be zero coordination between branches and departments. I was told the only way to contact the office is to call directly—yet no one ever answers the phone. Neither chat support nor customer service could help, and even their own internal messages went unanswered.
Inaccessible Local Office
To this day, the branch has not responded to calls, messages, or support inquiries. I have no idea how to retrieve my lost item or even get an update.
This has been, without exaggeration, the worst customer service experience I’ve ever had with a rental company. If you're considering using this company—think twice, especially if you expect any level of post-rental support.

I hope this review encourages the company to rethink their approach to communication and customer care. But as of now, my issue remains unresolved, and I cannot recommend their services.

The original online booking was lost. A new one was made on the spot with higher price and less coverage. The car provided was defective. The regional manager never returned our messages. The terms and conditions of the rental agreement indicate that the owner participates in alternative dispute resolution through Médiateurs de Mobilians, that's incorrect, we contacted them and they said that Enterprise Toulouse-Blagnac are not affiliated to them. We finally complained to Blagnac-Toulouse airport who pressured them to respond. They reimbursed us the amount blocked for repairs but never acknowledged the failure of the breaking system nor the lack of maintenance.

Be sure to do a thorough walk around of the car at pick up to document all damage no matter how minor. I was told by Enterprise not to worry about minor issues so I didn't document them and was charged EUR 50 two months later. We picked up the car at the Seville airport and dropped it off at the Seville train station. They were also too busy at drop off so I put the key in a box. Don't do that so that you can walk around the car for damages at drop off, you will need to give yourself extra time for drop off, just to be sure. (I would guess an extra hour would have been needed based on the line)

The instructions said "AT the airport" - it wasn't. We discovered we had to look for red van. When I rang, no-one answered. Turned out we had to go by shuttle in this red van, albeit free, to an off-site cabin. The vehicle fuel tank was empty - I mean EMPTY! Even though it had been valeted right next to a petrol station where we HAD to buy fuel as the tank needle did not move off empty. Staff friendly and efficient.

Ridiculous hiring company. I reserved a automatic car 4 months ago. When i get there they offer manual car or get out. Poor service poor arrangement poor company. Never hire again. Please avoid this company.

They won't answer emails, ignore questions , over charge people , do not use . Appalling customer service

The worst experience I have had with a hire company. Despite booking a car weeks and weeks ago and trusting Enterprise, the manager emails me the night before I am due to arrive to say no vehicle is available for me and they won't be sending the shuttle service to collect me. First blaming a temporary website error the night before, then when I responded saying I booked a month or so ago he makes a different lame excuse.
So me and the family arrive at the airport completely abandoned by Enterprise. Do not trust this shambles of a branch and company.
Unprofessional and a complete letdown.
I have the managers emails as proof! Do not trust the Enterprise name

Great service from all the staff at Ibiza airport, we arrived and were quickly dealt with and given a very clean almost brand new car. Upon our return to Ibiza airport fly home my wife thought she had left her phone in our accommodation with our boarding cards on and we would have to return for it. The very helpful Paula said if needed we could use the car to return to find the phone even though our hire time had expired . Panic averted when the phone was found in the car. Great customer service and understanding from Paula ! We will always use Enterprise in the future. C

Scam! They took our money for a luxury car and offered us a completely different, much cheaper car instead.

Here’s what happened: We booked a Mercedes E-Class and paid for it. When we arrived in the evening, instead of our car, they offered us a Citroën. Their excuse? We hadn’t sent an email confirming that we would be arriving in the evening instead of the morning. They refused to give us a refund.

We pointed out that they had never mentioned this requirement in their confirmation email. To prove it, we checked the email right in front of them—there was nothing about an obligatory confirmation of the arrival time. Next, I asked them to show me this rule on their website because I had already tried searching for it myself but couldn’t find anything. After 15 minutes, I still couldn’t find this information, so I asked the employees to help.

Instead of showing it on their website, they pointed to a printed notice on the wall in their office. That was their argument! They said there was no need to check the website because the rule was written on their office wall.

Absolutely insane! So we ended up with no car, no money and absolutely spoiled the first impression of Spain! Good job guys.

I will make it clear that my review is not about the depot staff. They were the ones who helped avoid a complete disaster. This review is about the processes and the absurdly inefficient and inconvenient reservations team. I booked a van more than 2 weeks in advance to collect the van at 9am and the booking was accepted, the money was taken and as far as I was concerned that was secure. But, no! The reservations team at Enterprise seem to think it's ok to get the depot staff to call at 4.30pm the day before pick up is due to say they haven't got a van ready and I will have to wait for the Van to be delivered from Lleida, more than two hours away from Amposta, and they may be able to get to the pickup point by around 11am. Absolutely zero consideration for the booking details, no concern for the impact on the customer schedule or arrangements I had made to get things done during the day. They seem to think that their incompetence is the customer's problem to resolve and adapt to. It was too late for me to cancel all my plans and too late for me to find an alternative supplier, which I am certain was not by accident that they left it so long to tell me. They would have known the problem a long time before they told me of the problem.
I have used Enterprise all over the world, but the Spanish franchise is the worst I have ever come across. The way they manage things is not fit for purpose and it certainly does not deliver customer satisfaction.

rude employee, liar, don't waste your time in this store

Alamo/ Enterprise/ - HORRIBLE personnel

We booked a car through Enterprise/ Alamo at Asturias airport. During the procedure of checking the documentation the girl in charge cancelled our reservation with no reasons, expressing: “I cancel your reservation because I can do whatever I want here. You go f..k out of my office”.
We were compelled to postpone the meeting we were planned at Aviles.
Rude, arrogant, unprofessional and horrible team at Alamo/ Enterprise. The management of that company still running the same incompetent team.
See below creature using such a horrible vocabulary and take care should you go there.

No issue with the rental itself. However, after liquid damage to the key left us unable to start the car, we attempted to call the Enterprise maintenance hotline 30 times over a span of 4 hours, to no response, forcing us to leave the car.

Months later, we were charged over 600 EUR without any communication from Enterprise. It took over two months to receive an itemised bill and Enterprise ignored our repeated requests to raise and escalate a complaint in order to dispute the charge.

To anyone with similar issues, I suggest contacting the European Car Rental Conciliation Service (ECRCS), through which we were able to obtain a partial refund.

Left stranded in Valencia with 2 young children at night with no solution. Booked through Costco hire car. An absolute disgrace. It was clear they had no cars available and our booked hire car was long gone. Avoid a company that leaves you stranded.

In Girona train station we booked a petrol car but they could only give us an EV on arrival. We spent most of the day trying to find suitable charging point for the car. In the end we gave up. Upon returning the car they promised to refund us but said it would take a few days to arrive in our bank account. It’s now 2 months later and still no refund. Also, they are ignoring my messages now. That’s very rude and unprofessional.

I have booked online and prepaid a car in June 2024 at Barcelona El Prat airport location. When I arrived they told me that my Mastercard from a EU bank is not good and they can't give me a car which is a discrimination. Anyway they promised to return the money that I paid within few days. It's November 2024 now and I still haven't received my money back, I have called at least 10 times and wrote emails, they always assure me that I will get my refund in 14 days but I never got it back. Avoid that place at all costs!!!