Enterprise Autovermietung & Transporter Mieten - Freiburg

REIMBURSEMENT FOR OIL CHANGE NOT PROVIDED (IT HAS BEEN MORE THAN 3 MONTHS). I rented a car from Enterprise Rent-A-Car Freiburg. During the rental, the car displayed a low engine oil warning. After contacting roadside assistance, I was advised to purchase and add engine oil myself, with reimbursement to be provided upon submitting the receipts. I submitted the receipts for oil purchase 3 months ago. I've written and called multiple times to the local agency but I haven't received any reimbursement. :(

Subject: Unacceptable Service and Failure to Provide Reserved Vehicle I am submitting this complaint regarding an extremely poor and unacceptable service experience. At the rental counter, more than 49 customers were waiting in line, while only one employee was actively serving customers. A second employee was present but did not assist and merely observed, creating a completely unacceptable bottleneck. After an excessive waiting time, we were informed that no vehicles were available, despite having a confirmed reservation. We specifically reserved a Volvo, yet were offered a Citroën, which is in no way comparable in terms of class, comfort, or value. We were presented with an ultimatum: take this vehicle or receive nothing at all. There was no option to upgrade, no alternative solution, and no attempt to provide customer-oriented service. To make matters worse, customers who arrived after us were told that no cars were available at all, despite having reservations. I have never encountered such a dismissive, non-service-oriented approach. This experience reflects a serious failure in operational management and customer service standards. Based on this experience, I will strongly advise others not to use your services. I expect this matter to be addressed seriously.

Super unprepared. No car available in the price level we paid for. And did not provide clean alternatives. Took a lot longer than needed to simply get a clean car. There were 2 large cars in the size we wanted but one had a certification that was already outdated and not renewed. The other one was an electric that was not charged sufficiently to leave the town. Please show some professionalism and awareness that you are, in fact, a service provider.

I rented a car from Enterprise in Freiburg. After return, a minor cosmetic scratch on a wheel rim was reported. Despite the very small damage, Enterprise immediately charged the full €1,200 deductible, without first providing any repair invoice. Only after several emails did they send documentation showing that the actual repair costs were much lower, and part of the money (€352.62) was refunded later. The process was stressful, slow, and non-transparent. Communication felt very one-sided, and the customer has to actively fight to get money back, even for minor damage. I would recommend future customers take detailed photos at pickup and return and be prepared for aggressive damage handling. Overall, disappointing experience for what should have been a routine rental.

ACTUALLY NO STAR! but if you don't select 1, you can't post. THE WORST PLACE YOU CAN IMAGE! DON'T DO ANUY BUSINESS WITH THEM. It is the worst of the worst that you can ever imagine. We rented a van for 9 people in July of this year. We got the wrong van even though we made sure so mistakes happen. We had to wait like 4 hours to get the right van. We lost almost the whole day for this. They offered us a discount for almost 150 euros because of this situation. Until now, we have not seen the credit on our credit card. We don't live in Germany but in the U.S. We have followed up like crazy. We even email the manager Lukas Fehrenbach. He doesn't care. He doesn't respond. Our contact was Andre Lehman who is a liar. First, he doesn't respond. After you email like crazy, he decides to respond saying oh, please give us your account number to make the reimbursement, then he doesn't do it, doesn't respond to the emails questioning what happened with the refund. We should have received our refund in July, quick. Now after so many emails that Andre Lehman respond he did the reimbursement that we need to be "patient, it must be something with the bank". Unbelievable! We asked him why don't you send us a proof that you did the reimbursement. He doesn't email back. And the "manager" Lukas Fehrenbach doesn't respond at all. THIS IS A SCAM PEOPLE. POLICE SHOULD CLOSE THIS BUSINESS. THESE ARE LIARS. THIS IS UNACCEPTABLE TO EXIST. DON'T BUY ABSOLUTELY ANYTHING HERE. That's why i am giving names. HORRIBLE PLACE.