I’ve rented with Enterprise many times without issues, which is why I was shocked by the awful treatment I received at Madrid Airport after accidentally losing the car key.I immediately reported the loss to customer service, who instructed me to contact their insurance partner, RACE. After explaining the situation, RACE told me they were sending a taxi to take me to Madrid Airport to collect a spare key. I waited an hour for the taxi, only to arrive at the airport and be told by the Enterprise representative that, due to security protocols, no spare keys are kept on site. The representative then called RACE again and informed me that the procedure I had been told to follow was incorrect. Instead, in these cases the car must be picked up and taken to a depot — and I was told I needed to be physically present during the collection.This made no sense, as they were the ones who sent me to the airport in the first place. Luckily, a relative was able to wait with the vehicle for the roadside assistance team. At the desk, the Enterprise representative blocked €500 on my credit card, on top of the €200 deposit already held.The following week, I received a call from María José Mérida from Enterprise Madrid Airport, who advised me to contact yet another team to check the case status. Two days later, I received a copy of my agreement showing that €700 had been charged to my card, with no explanation or cost breakdown whatsoever.I contacted the Damage Recovery Unit to understand why losing a key cost €700. Luis Mas informed me that this was the “franchise” charge because I had not purchased additional roadside assistance. He also mentioned that I would receive an additional invoice for the actual key replacement. I requested a clear breakdown of the €700 charge — but received no response from either Luis Mas or María José Mérida.Overall, the process was chaotic, inconsistent, and completely lacking in transparency. After this experience, I will not be renting with Enterprise again.
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