Enterprise Avaliações 

Dear Enterprise Barcelona Sants Train Station,

I am writing to formally complain about my recent experience with your company regarding my car rental booking on Saturday 23rd May in Barcelona.

Upon arriving to collect my vehicle, I was informed that no car was available. I received absolutely no prior notice of this issue, despite having a confirmed reservation. As a result, I was left stranded and forced to pay an additional €150 to secure a replacement vehicle from another rental company at very short notice.

I would appreciate a clear explanation regarding the following points:

Why was no vehicle available despite my confirmed booking, and why was I not informed at least 24 hours in advance? In this case, I received no notice whatsoever before arriving for collection.
Why have I still not received my refund, despite being denied a vehicle on Saturday 23rd May? I would have expected the refund to be processed immediately given that the service could not be provided.
Why was no assistance offered in finding an alternative vehicle within the Enterprise group in or around Barcelona? I specifically chose to book directly with Enterprise rather than through a broker because I expected a higher level of customer service and support. Instead, I was simply told that nothing could be done other than issuing a refund, which itself has still not been received.
I am extremely disappointed that such a reputable company allowed this situation to occur without communication, support, or timely resolution. I would appreciate a prompt response explaining how this happened and confirmation of when my refund will be processed.

Yours sincerely,

Philip
Toyota Aygo or Similar
Booking Ref: 2112315274

Malisima atencion y servicio estafadores a lo maximo muy mal educados los trabajadores y aparte falsos

Incredibly unreliable and not at all supportive car rental - in fact plain rude personnel. We booked a car via booking.com and our booking was in the system. In spite of this they didn't have a car for us for "logistical reasons". While standing there we could see tonnes of available cars and yet they refused to give us any of them, causing us to miss all our appointments. We were looking to visit venues for our upcoming wedding and had to cancel all visits as we simply couldn't get there due to this mess up. We still don't understand why they kept saying it's our responsibility that the car we rented from them wasn't there. Thanks Enterprise Barcelona for ruining our wedding. Hope you never get a single customer ever again.

I collected the car at Barcelona airport. Excellent service at a very competitive price. Car was clean and in great condition. Deposit hold removed almost immediately after return and they even called afterwards to see if I was happy. Well done - I will definitely use again.

Zero stars would be more appropriate.
I booked a family car to pick up at Girona Airport via the Enterprise website, first problem -Enterprise does not have a location at the airport, you have take a 30 Euro taxi to the downtown location
Second - when I got to the Enterprise depot I was told that they had no cars available in the category that I had booked. The only option I was given was a bigger car and I would have to pay the difference between the price that I booked for and the price for the car that they had available. I was told it was 20 euro - later on I found out that they meant an extra 20 Euro per day, not an extra 20 euro for the booking. that was 260 euro more in total.
Third - the car offered was dirty inside and out, it also had extensive scratches all over the car, it was a mess!
I had to ask twice to get the inside cleaned.
Fourth - the car had not been serviced in a long time, the car should have been serviced 10,000 km ago according to the information system in the car. The car also reminded us every time we stopped and started that the brakes needed attention
Fifth I complained about all the above issues while I still had the car, I was told a manager would contact me, that did not happen
Sixth - When I returned the car I brought up all of the above issues with the staff at the Barcelona airport depot, the staff said that a manager would contact me , that did not happen.
When I returned home I tried on six occasions, email, website, phone to register my complaint, no response.
When I called the depot that gave me the car they said it was the responsibility of the office where I returned the car. When I called the depot where I returned the car they said it was the responsibility of the depot where I picked up the car.
Absolutely awful company to deal with. AVOID AVOID AVOID.

Bij aankomst op het airport in Reus...is er geen kantoor, je moet bellen om door te geven hoe laat je vlucht gaat, dat gedaan, maar alles in het spaans, niemand spreekt er Engels...we hebben heen en weer gelopen, gevraagd, maar nergens is er iets bekend, 6 x gebeld en na 1,5 uur wachten toen een taxi genomen naar het kantoor in reus en 27,- betaald daar werd gezegd dat er een busje zou komen om ons op te halen, maar na zo lang wachten, waren er 3 stellen die ook een taxi genomen hadden omdat er geen enkel transfer was of contactpersoon voor verdere uitleg. bij het kantoor aangekomen duurde het nog eens 1 uur en toen we eindelijk aan de beurt waren was er een slecht sprekende jongen die de gegevens ging invullen en toen moesten we dus met de creditcard daar een borg betalen van 200,- , en wat blijkt contactloos kan je dus niet betalen met je creditcard , we moesten een pincode hebben en handmatig betalen...een enorm gedoe, gelukkig had mijn zus ook een creditcard en die kon gebruikt, maar alleen als zij als bijrijder erbij gezet kon worden en dat was dus ook weer 105.-....een slechte verhaal, begin van onze vakantie...toen we na een week de auto terugbrachten, hebben we daar ook nog is 1,5 uur gewacht om naar het airport gebracht te worden....echt wat een gedoe....zeker nooit meer iets mee regelen...via Sunny Cars is de betaling gedaan, maar de service van enterprise is echt slecht

Increíble que @Enterprise deje tiradas a 9 personas (4 niños) en el aeropuerto por no aceptar tarjeta digital ni la de debito , ni ninguna tarjeta de ninguno de nosotros y encima se rían de nosotros. Un mes esperando el reembolso y sigo sin noticias. En la oficina de T2 del aeropuerto, sin ofrecer ninguna solución adicional y con la furgoneta contratada y pagada aparcada al lado nuestro.

Enterprise Zamora. Nefasta experiencia. No se merece ni una mísera estrella! Nos dejaron tirados víspera de puente de mayo sin coche, el cual habíamos alquilado 3 semanas antes... No fuimos los únicos. Detrás nuestro había varios clientes en la misma situación. Hemos denunciado a Consumo SINVERGÜENZAS!!

Un 10 para los empleados y un 0 patatero a la organización. Faltan empleados. los que hay están saturados, hacen lo que pueden.
Recibí el vehículo más de una hora tarde. A la entrega también hubo incidencia pues no había nadie de Enterprise para recibirlo. Tienen un descontrol organizativo importante y la causa parece ser la falta de personal. Mi experiencia ha sido bastante negativa por este aspecto. Días después tengo que preguntar por la factura y el estado de la franquicia...

Reclamación por intento de cargo indebido y trato profesional inadecuado – Oficina Aeropuerto de Valencia (Manises).
Por la presente, deseo interponer una queja formal en relación con la devolución del vehículo alquilado el pasado jueves [Insertar fecha], efectuada hoy, domingo 3 de mayo, a las 10:08 horas en la oficina del Aeropuerto de Valencia Manises.
Los hechos ocurrieron de la siguiente manera:
1. Conducta irregular: El agente que me atendió inició la inspección afirmando, de manera infundada, que el interior del vehículo "olía a pintura" sin haber revisado siquiera el habitáculo.
2. Acusación de daños preexistentes: Acto seguido, el empleado se dirigió a los asientos traseros y señaló una mancha de gran tamaño, asegurando que se trataba de pintura y que yo era la responsable de dicho daño.
3. Evidencia de descargo: Ante la firme insistencia del agente por atribuirme el daño, procedí a mostrarle las fotografías que realicé en el momento de la recogida el pasado jueves. En dichas imágenes se apreciaba claramente que la mancha ya estaba presente cuando el vehículo me fue entregado.
4. Resolución forzada: Solo tras presentar la prueba visual, el agente desistió de su acusación y procedió a la devolución de la fianza.
Motivo de la queja:
Considero inadmisible el intento de atribuirme un daño del que la oficina debía tener constancia, especialmente por la actitud sugestiva del empleado (mencionando el olor antes de ver la mancha). Esta situación me generó una experiencia de usuario muy desagradable y una total desconfianza hacia su servicio. De no haber contado con pruebas gráficas, se me habría realizado un cargo económico injusto de forma deliberada.
Solicito que esta reclamación conste en el expediente de la oficina mencionada y se tomen las medidas necesarias para que ningún otro cliente deba pasar por un proceso de devolución tan irregular y bajo una presunción de culpabilidad infundada.

Le pongo una estrella por qué no me deja ponerle menos, no puede ser que teniendo la reserva hecha de hace varias semanas, me avisen el mismo día que he ido a recogerlo de que no tienen disponible ningún coche, se escusan en la política de empresa, pero si saben que existe la posibilidad de no tener el coche listo para dártelo, deberían de avisártelo el día que haces la reserva, imaginaros con todo preparado, que salimos en unas horas con los peques y todo, tener que ponerme a buscar un coche ahora, horrible la gestión de esta empresa, de hecho veré si todo esto es legal que lo hagan, por qué voy a intentar que esto no quede así.

Antes de firmar nada aclaren bien el precio por día y la fecha de entrega y la hora y si se pasan de la fecha que puede costar, si puede ser por escrito. En mi caso no me informaron bien y luego te llega el susto, te lo cobran directamente en tu tarjeta sin tu permiso. Debería ser ilegal que te cobren algo sin tu consentimiento! No recomiendo para nada está compañía, por lo menos la delegación de Lleida.

If exceptional customer service had a name at Enterprise Madrid Airport, it would be Maria.

From the moment I arrived, Maria transformed what is often a routine—and sometimes stressful—car rental process into an experience defined by professionalism, efficiency, and genuine warmth. She greeted me with a calm confidence and an authentic smile that immediately set the tone.

What stood out most was her attention to detail. Maria took the time to clearly explain every aspect of the rental, ensuring there were no surprises, while also tailoring her recommendations to my specific needs rather than offering a one-size-fits-all solution. Her knowledge was impressive, and she handled every question with clarity and patience.

Beyond her technical expertise, it’s Maria’s attitude that truly elevates her service. She anticipates needs before they arise, resolves issues swiftly, and does so with a level of kindness that feels both rare and sincere. It’s clear she takes pride in her work, and that pride directly translates into an outstanding customer experience.

In an environment where speed often comes at the expense of quality, Maria manages to deliver both effortlessly. She is a true asset to the team and a perfect example of what customer service should be.

If you have the opportunity to be assisted by Maria, consider yourself in very capable hands.

Lo peor en alquiler de vehículos. El de Valencia en la estación Joaquin Sorolla me lo anularon sin posibilidad de alternativa 2 minutos antes de recogerlo y encima maleducada la persona q me atendió

Son unos sinvergüenzas. Y sobre todo la oficina de Logroño..me han dejado tirado después de llevar un mes con una reserva de un vehículo y para colmo me han cobrado la fianza y el importe íntegro y no hay forma de que me lo devuelvan..la peor empresa con creces

The worst car rental company! I had booked a car to pick up at Sevilla train station. They said I booked a commercial van. My rental clearly said compact car. A car would be €250 more. Then they said I hadn’t paid when it was prepaid. Finally the manager just cancelled the booking without our requesting this and left us stranded. We have never had an experience like this. The place seemed to have every scam in the book! Read reviews after which show they are not reputable. Never again for Enterprise!

Enterprise Orihuela Train Station, cannot praise Diana at this office enough. Enterprise, you should be so proud of this employee! Not only extremely proficient at her job but oh so helpful and pleasant, not only to me but to other customers while I waited to be attended to. She made my day the day I picked up the car and today returning it. The world is so much nicer with people like Diana in it! (Hope that’s how to spell her name🤞)

Alquilé una furgoneta el miércoles 1 de abril en Ponferrada. Cuando la recogí la chica me dijo que salía un aviso sobre el AdBlue pero que no me preocupara porque lo habían rellenado y que la llevaban a Madrid para arreglar el fallo. En Torrelodones hice la primera entrega de mercancia y ya no volvió a arrancar. Llamé a la asistencia y una grúa se llevó la furgoneta (tuve que sacar el resto de la mercancía) Enterprise lo único que me ofreció fue una furgoneta para el día siguiente a recoger en Barajas o Atocha, ya que el miércoles 1 de Abril a las 6 de la tarde estaba cerrada ( cosa que era mentira) .
Total que me quedé sin furgoneta, sin poder entregar el resto de la mercancía y tirado en Torrelodones, sin poder ponerme en contacto con la oficina donde la recogí, ni en la de Atocha donde tenía que entregarla, ya que las llamadas son desviadas a un Call Center, casi seguro fuera de España, por qué no sabían ni siquiera que oficinas hay cerca en Madrid.
Sin duda, la peor experiencia que he tenido con una compañía de alquiler, ya que además la culpa de la avería fue por darme un vehículo que ya estaba averiado.
Cuando alquiles en Enterprise, pregunta antes que pasaría si te quedas tirado por su culpa, así no te llevarás la nefasta sorpresa que me llevé yo.

I rented a car with Enterprise at Malaga Airport (contract 2JCG25), and this has been one of the most concerning rental experiences I’ve had.

After returning the vehicle, I was charged €1,000 for a “missing trunk cover”, despite the fact that this item was already missing when the car was handed over to me. An Enterprise employee even assisted me with loading my luggage at pick-up, which makes this situation even more surprising.

When I challenged the charge, Enterprise was unable to provide any evidence that the item was present at the start of the rental. There are no photos of the trunk at check-out, and the claim appears to rely solely on internal statements.

Even more concerning, the return document includes a signature that I do not recognize as mine, which raises serious questions about the reliability of the documentation used to support this claim.

After several weeks and multiple follow-ups, the amount was reduced, which further suggests that the initial €1,000 charge was not properly justified.

A chargeback procedure is now ongoing with my bank.

I strongly recommend that anyone renting here takes full photos of the vehicle at pick-up (including the trunk), as this case highlights a lack of transparency in the process.

Very disappointing experience.

Had the worst experience at Santiago de Compostela station branch. Reserved a car one month in advance, but they don't have any cars available at the branch. Irresponsible and non-existent customer service, saying that it's not their problem that the branch doesn't have a car. The staff at the branch are getting paid to tell customers that their reserved cars are not available. Customer support on the phone also does not know which branches have cars available and just avoids resolving the issue by hanging up or transferring to a non-relevant department. Lost a day trying to find other means of transportation, plus had to spend more money because of last minute reservations.