Review Time
We booked and paid in full on 7.1.26 for a 9 seater vehicle for the period from 13.02 to 20.02.
We arrived at the counter to collect the vehicle at 18.15. This was a result of a two hour plane delay, an aborted first landing and then a four hour queue for border control. All of this with 4 young children.
The agent told us that because we were delayed and had not called to confirm what time we would be there (which would have been impossible because we didn’t know how long the immigration queue would be) our vehicle had been given away to someone else. We were extremely shocked and disappointed by this. We booked and payed in advance with a well known brand such as Enterprise to give us confidence that on our arrival in Poland we would have no transportation issues.
We asked if he could provide an alternative large vehicle. The answer was no. We asked if he could provide 2 smaller vehicles instead for our party of 8 people. The answer was no.
To note that once we stepped off the airplane we were immediately taken to the queue for immigration and the use or a phone in many countries at this point is strictly forbidden.
The General terms and conditions of rental in Poland, the FAQs from the enterprise Poland website and the details given once you click ‘policies’ during the reservation process and nowhere does it state that if if you have paid in full in advance that you need to call if there is a delay or your vehicle will be resold to someone else.
Initially the agent told us that this was clearly detailed in our booking. We showed him our printed booking and section 22 from the FAQs on their website. At this point he changed his story and announced that actually it isn’t in the details because “You should have just known”.
I can potentially understand the logic of reselling a booking for bookings where you reserve a vehicle and pay nothing until collection. For our booking; however, at no point was there a potential loss to Enterprise because we had already paid in full 6 weeks prior. I cannot see how it could be anything other than some kind of fraud/scam.
Section 22 of their FAQs states that even in situations where the plane delay takes you past business hours then the booking would be rescheduled for the following day. It does not state the booking to someone else leaving the original renter stranded.
We did manage to find a hire vehicle from an alternative company but it was more than double the initial booking cost!
The whole experience was awful at the time and the customer support after we returned has been non-existent.
My summary of my experience is that at best this company or at least the branch at Krakow airport is useless and at worst corrupt.
I suspect the latter to be true!
Despite being a large multi national company don’t expect a good service!
I’d give this zero if I could.
I arrived at the counter with my debit card and they would not accept that- they only allowed credit cards for the $500.
And I tried changing to a one way destination and they said they don’t have any left.
I had my two autistic children with me- they watched them lay on the floor and cry… they made us shuttle back to the airport and refused to drop us off at a different rental car location.
Also- the car seats they brought out were disgusting and definitely old. Likely not going to be safe-
The WORST review I’ve left in my 44 years of life.
Sickening People and company
Great experience, It's always nice to have great nice and clean cars. Special thanks to Bobby Allen from Cranston RI, location. Always had me covered and an honest person. Such a nice team they have, they co- ordinate well.
Company is committing fraud, I took vehicle out on return it had scratch and gauge tyre. They took 3.5 k in excess charges. Upon requesting breakdown charges the could not provide losses that can equate. Further to this they have charges me for fixtures that had nothing t do we me. They further changed dates on documents like invoice to try and fix this .they provided me invoice for dates 6 months prior to my booking . Absolute fraud . I already contacted the police and fraud team who are now investigating . Will be contacting trading standards and British hire and leave association to look in to this . This has cause me distress, financially out of pocket. Affect on my credit score , I’m absolutely shocked the can try and pull a fast one . Please always check the charges and invoice for repairs . This company have some serious question to answer to
In September 2025, I rented a car in Germany for one night to drive from Berlin Airport to Rostock cruise port. Before leaving the rental location, I took extensive photos of the vehicle.
At return, the representative identified a small scratch (approximately 8 cm) on a plastic part underneath the front bumper — an area that is not easily visible or accessible. I did not cause this damage and had no practical way to inspect or photograph that specific underside area before departure.
I clearly refused to acknowledge that I caused the damage. The representative prepared a statement in German and verbally translated it into English. Based on his translation, I understood that the document reflected my position that I did not cause the damage, and I signed it.
However, when I later translated the document independently, it stated that while I claimed not to have caused the damage, Enterprise considered it new damage.
I was subsequently charged over $2,500 for what appears to be a minor scratch on a small plastic component under the bumper.
The situation required a lengthy dispute process and significant time and effort to resolve. My experience was extremely disappointing and stressful for a one-night rental.
Very poor customer service at their Burnley Branch and their head office in following up a complaint. All the time I am having to chase up their customer services team - all very disappointing. Sounds like the usual thing, when a company gets big their customer service deteriates as I have experienced.
WORST RENTALEXPERIENCE EVER, I DO NOTRECOMMEND. Reserved a vehicle for medical appointment, called and confirmed reservation day before and was told everything is fine. When I showed up for my rental the agent said no vehicle available and in fact there was a 2 week waiting list. He offered no help finding a solution and in fact said "this is the normal*. He also stated that enterprise will always say there is a vehicle available and reserve one, even when no vehicles are. I called customer service and after speaking with a rep, I was told the matter would be escalated and a regional manager would get back to me within an hour and they will find a solution, even if it means shuttling me to another location with available vehicles and if I don't get a call back in 2hrs to call again. I called back after 2hrs and was told same thing. It's the next day now and I've missed my appointment and still haven't heard back from them. WORST RENTAL COMPANY EVER. I DO NOT RECOMMEND.
I had a fantastic experience with the team at the Marsh Barton branch in Exeter. In particular, Josh and Ben were incredibly accommodating and went above and beyond to help us out.
We initially arrived without the driver’s credit card, which meant we couldn’t take the vehicle. We had to battle heavy traffic to rush back and retrieve it, and I called to explain the situation. Not only were they understanding, but they were also willing to stay after closing time so we could still collect the vehicle — which we really appreciated.
On top of that, we were also late returning the vehicle, and once again they handled it with professionalism and flexibility.
It’s rare to come across such helpful, understanding customer service. Josh and Ben made what could have been a very stressful situation much easier. A real credit to the branch — thank you both!
From my first interaction, Claire demonstrated outstanding customer service: warm, professional, and genuinely helpful.
The manager, Ousman, took ownership of the situation and went above and beyond. His leadership, rapid response, and empathy were truly impressive.
As a veteran and ER nurse, and with my partner serving as a police officer, we value accountability and compassion and both were reflected in this experience.
Because of this interaction, I will remain a loyal Enterprise customer and deeply appreciate the care I received.
My experience with this Enterprise location was overshadowed by the extremely unprofessional behavior of Denzil Richards, the Branch Rental Manager.
After renting a vehicle for a month and paying over $1,900, I was two days late on a payment and received a phone call that was aggressive, hostile, and verbally inappropriate. He raised his voice, used offensive language, and did not allow me to speak. This level of intimidation and lack of emotional control is unacceptable—especially from someone in a management role.
I never refused to pay and have always fulfilled my responsibilities as a customer. Thankfully, the situation was later handled professionally by Richard Watkins, with whom I resolved the payment without issue.
This manager’s behavior reflects poor customer service skills and a serious lack of professionalism. I would not recommend interacting with him.
I respectfully request that this incident be reviewed seriously and addressed accordingly. Customers deserve professionalism, dignity, and respect at all times.
Claim your business profile now and gain access to all features and respond to customer reviews.
Reserve a car rental from Enterprise Rent-A-Car at low rates. Choose from more than 6,000 rental car locations at major airports and neighborhood locations. Rental car classes include economy cars, luxury car rental, cargo vans, pickup trucks and more.
volkswagon.co.uk
eu.parkos.com
lasvegasteslas.com
www.knfilters.co.uk
liftmaster.com
alamo.com
streetsmarttransmission.com
junction17cars.co.uk
screenrescue.co.uk
parkos.nl
