Enterprise Alquiler de Coches y Furgonetas - Estacion De Madrid Chamartin in Madrid

I have been using Enterprise at Chamartin multiple times per week for the last couple months. I always get excellent service which is why I go back when I need a car. The location is easy to get to by metro and the route for leaving the city is as straightforward as any in Madrid.

I have booked 3 weeks in advance and checked in 24 hours. Reached the store at pickup time and upon submitting the ID I am told immediately the ID and license needs to be from the same country. I have lived in multiple countries since I have documents issued from multiple countries. Since I had a second license matching the passport country I have offered to provide that then the issue became the credit card also needs to be front the same country. Which don't carry and I can't since I need the credit card excess insurance for the premium car. I have had the Spain resident card issued 3 weeks back. Since it seemed like a strange request I checked the rental conditions posted in the website. Which doesn't ask for any of these and considers DNI card as the ultimate proof, if not available a phone bill also accepted, I had provided the phone bill from the O2 app (mobile and broadband) with a Spain address, my name matching residence permit. Then the request became electricity bill. Which wasn't in my name but on the house management company . The conditions clearly says one utility bill is enough if I don't have a DNi. I ended up paying 3 times more in another company since last minute and had to start my trip delayed 2 hours in a smaller car. There wasn't any attempt to help a customer or resolve this issue than humiliating me as a non legit customer when I had every documentation required by the terms and conditions and I was willing to provide more than required. Exposing some of the personal and sensitive details. The staff was trying to convince the manager upon reading The terms but the manager had only one thing to say "cannot give the car to you, it is a premium car". NEVER USING THIS COMPANY AGAIN. I am looking into my rights as a consumer on this issue.

My experience was terrible. To begin with, when I arrived, they didn't have the car I had selected, and it took them about an hour to deliver it to me. But this was just the beginning. By accident, I either lost or had the vehicle key stolen. When I went to the dealership to get another car, they charged me 1,500 euros as a "deposit," which I found excessively expensive for a lost key. After the bad experience and with my family tired, I agreed to pay it, and they told me that once they had the final account, they would refund any excess. After very poor communication and almost two and a half months, they did not refund anything. They did an "accounting" of the money, where they claimed that the costs of the key, managerial fees, and other expenses coincidentally totaled exactly 1,500 euros. Renting a car for two weeks in Spain cost me the same as a blessed key. I honestly believe this is abuse. They also did not refund the original 200 euros deposit. No one answers anything there, and they only tell you it is in process. I do not recommend renting here or at any Enterprise. The customer service is terrible. I feel like they stole my money. I give them 1 star, because it doesn't let me give them zero.

I haven't received my deposit after returning my car. They don't answer phone calls and I need to contact the corporate. Such a hassle.

Expect to wait a minimum of half an hour and, in my experience, If you're delayed in any way - they'll cancel your reservation - no call no warning.... Shocking. Never using enterprise ever again.

Last September, we rented our car from here for a few days. We returned the car on a day that the enterprise was closed so we used the key drop box. We returned the car in the exact same condition we got it and we received a notice upon our return home that we were charged almost $1000 because of damage to the car. They never responded to our emails after and never provided any proof of any damage. I would advise not using them or at least making sure you return on a day they are open and DO NOT use the drop key option. Horrible customer service.

Terrible experience here, do not trust these people!!! As Madrid has very strict regulations as to what car is able to drive in the downtown areas, I made sure to double check that the car that was rented to us would be fine. They assured us that this car would have no issues. Now I have received a hefty traffic violation, they will not take responsibility. When I called to inform them, all they can say is its our word against yours. Rent anywhere else, this place is not worth the headache!

Although they were the cheapest of all the options at the estacion chamartin location and the car was clean and in good condition, I can only give them 1 star because of their surprising dishonesty and blatant lack of communication. They told my spouse and I to pay a 150 euro deposit that would be returned in full after returning the car. We took pictures of the damage that was already in the car and we're extremely careful not to damage the car further. There were some scratches and a dent. We were only given 50 euros back without any explanation. My husband contacted them twice through enterprise customer service in the US and they have never contacted us back. It's extremely frustrating.