Identifies as women-owned
Yes
Reinforced security
We got you covered
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Enhanced cleaning
Daily cleaning
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Conciergerie
We take care of you
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Comments (199)
Very pleasant experience. Dee was very helpful when selecting a vehicle. Its nice to be at the Burbank rental agency since its so much small.
The guy asked when I returned the car (on time and full of gas) if I wanted my receipt emailed or printed. I made the mistake of saying Email it to me. He confirmed my correct email address. It never arrived. I still dont have the receipt and thats important.
Good experience with these guys! Booked everything online, process was very fast. Had to change drop off location from Burbank to LAX, was able to do so hasslefree with enterprise
My recent rental with Enterprise out of Burbank Airport went very well. The customer service rep, I believe her name was Megan, was very courteous and helpful. Enterprise is always the go to car rental company for me.
Excellent customer service from beginning to end. Perfect car. Great experience. I will only use Enterprise!
They were fast and efficient. Real helpful in choosing my options . Shout out to Margarita for helping me through the process on my first time doing this and hooking up a car for me 👍🏽👍🏽👍🏽
Friendly staff helped us get to our reserved SUV. They upgraded us to a chevy traverse to accomodate for our group and give us plenty of space between us.
Ost our entire companies business over a 200 false charge that kept our GM on the DNR list. We happily opened up a direct bill and a corporate account with you 2 biggest competitors. We are a 6 figure customer for both every year. Tried to talk to someone up the chain of command multiple times with no success. Smh!! Such a terrible business decision on their end 😕
The service was fast and efficient. The car was clean inside and out. We had a great experience!
I used to rent every month from the San Fernando Enterprise branch for work travel. First time at this branch. I got an SUV from this location for our weeklong family vacation and they were great! Friendly staff and accommodating! I rented a Tesla they had on special and both of the vehicles were dirty inside and out, which didnt happen with the other branch. But for the price, Ill take it! I cleaned both of them up which isnt too much trouble, but otherwise, great staff, great cars and great prices!Update: Im currently in the parking lot of a Tesla Supercharger waiting 90 minutes for the tow truck. I was trying to charge the car prior to returning it and it froze like a phone freezes. Im hoping these cars dont blow up. First time in my 5 years of renting with Enterprise that I have to call roadside assistance. Their cars tend to be reliable.
The prices alitte high at times, But overall very good customer service. Cars are always clean and working good. If there is a issue they take care of it right away. Enterprise has gotten me out of some jams so thank you.
Last time I rented a truck here, they offered to fuel up the truck so that I don’t have to before returning it. I asked how much, they said $4+ per gallon which seems about the same as a regular gas station. What they failed to mention, is that its $93 fee! I returned the car full of fuel. Yet they still charged the $93. I called to complain but they said it was in the contract and I signed for it. But before signing anything, they don’t show me any paperwork, they don’t show me the terms and conditions in their tablets, nothing!
Plenty of cars to choose from, nice employees and convenient location (dont need to take bus to/from the terminal). The car I had, the USB port was having some issues, when I returned the car Ty took care of the situation and ensured I will be a repeat customer at this enterprise location!
Good experience with the employees. I was able to get a new car. Thank God the prices to rent are coming back down,1 somewhat. Consumers are not responsible for the pandemic. Loyalty to the faithful consumer is a Plus in my book. I hope that Enterprise continue to bring car rental prices down to what they were before all this mess. The pandemic has made many different conglomerates become very greedy. That a Shame!
This is the second time I have rented from Enterprise. The first time was at the Portland, OR airport and this time at the Burbank, CA airport. Both times I have had excellent customer service. This review is for the Burbank, CA location.My flight from Nashville to Burbank was pushed from 8:00 am to 2:00 pm putting me into Burbank 6 hrs. late, worn out and frustrated. When I finally arrived at the Enterprise Kiosk (yes, it is a LONG way from debarking the plane to the rental, but so are all of the other rentals and I knew this ahead of time from other reviews) there were two other couples ahead of me. Each was having different problems being addressed by the two agents present. I mention this, because the agents were both very calm and respectful to these clients. One couple had, had a problem with a tire and the other, two younger guys, could not understand why they could not pay for a rental with their debit card and could not produce evidence that they had a return flight. (Enterprise rules specifically address this in their guidelines for debit cards). As I was waiting my turn, another agent came in, quickly surveyed the situation and asked if he could help me. He was able to pull up my info and then remarked “I can see your flight was delayed, it’s been a rough day for you hasn’t it”? I said yes, and handed him my debit card along w/ my flight information showing my return trip. I had no problem using the card. He took me to the garage and allowed me to choose any vehicle I wanted, a beautiful up-graded Buick Envision w/ all the “bells and whistles”, wished me a great trip and I was off.When I returned, the service was just as good. I said something about not having tram service, and the lady checking me in ask if I would like a ride to the terminal. I said yes, as I had several pieces of luggage and my grandson w/ me. She had me leave the luggage in the car and called another attendant to come drive us to the terminal. This was above and beyond. Dealing w/ tired and frustrated customers is a hard job, and I wish I had all of the names to let Enterprise know that they do have exceptional employees. I don’t so this is the only way I can sing their praises.
I have been renting cars at Enterprise Burbank Airport for the last 3 years and I have had such great experiences! Everyone I have encountered has been lovely, friendly, takes the time to answer my questions and let me pick my car, and always very helpful. I am now a loyal customer for sure! And usually a great car selection too, even better when they have just had some brand new cars delivered. The return process has been really great too! Im usually traveling with young kids and lots of gear and luggage and they are so helpful in getting the car returned and helping me get back to my terminal. Have never been overcharged for anything. Thank you Enterprise Burbank for always being so wonderful!
Never had this bad customer service experience till i get in this location!Justin kennedy she said that she the manager of the location and she talk to me and other people like we work for her and she said that she no really care if we will be customer of enterprise our not, highly no recommended to come here if she here!!!!***entrprise is a great rental company but sometimes it’s good to change the employees like you change the car inventory ***
I had a tire blowout on the freeway. It was taken care of via their AAA Roadside account, however the operator said it would come out of MY pocket since I didnt opt in for roadside service. Ok- I should pay for a faulty tire? When I returned the car they didnt charge me for the roadside service so they did good on their obligation. I didnt get comped for the bad experience however, instead I was given a code for a free upgrade for next time. ? Woo hoo :-/I started off with a bad experience when I was initially trying to book a car to begin with, btw. Lets just say the customer service manager lady refused to honor a price that was set before it jumped about $10 while I was on the phone with them because the reservation wouldnt go through on line.Really, you couldnt eat $10 to give a premium member the benefit of the doubt? Needless to say she hung up in my face. I didnt ask to be comped because I think it should come naturally as a gesture of sympathy. In my opinion I think its a 50/50 split.At least they didnt charge me for AAA. So we met half way, even though I wouldnt have been in that situation to begin with had that car not had a faulty tire.You be the judge.Ill tell you all this, had they made good on the situation this would have been a positive review -minus the pix. #customerrelations101
The car rental was great at Burbank airport. I took stars away because I arrived early so I got to the desk 45 minutes early but had to wait for my car. I ended up getting my car the time I said I would rent and Enterprise charged me for an extra hour. NOT OKAY
The gentleman who assigned me my car was polite and professional. Definitely would choose again.
Rented here 3x in last few months, never an issue until now. I always rent a full size SUV for business, none were available to reserve online so I picked the mid and figured I’d try to upgrade. I arrive and there are several large SUV’s available so I upgrade. Huge upgrade charge to the point that it’s more had I reserved. Always use my debit card regardless of how many days, never an issue. Until this visit when I’m told they don’t take debit cards for upgrades - “that’s our policy”. They didn’t believe me when I told them I always use my debit card. Had to search and find my invoice from the last visit to prove to them and even at that I’m made out to be the bad guy. Finally they make an “exception”. Asked if they could make a note on my account so I don’t have to fight and argue to use my debit card next time. “Nope can’t do that. That’s our policy”. Large SUV is found (they had several) and is really dirty, not washed, streaks and dirt on windshield and glass and mirrors. He pulled it right off the return line. Met at the checkout gate and was asked how was my experience. I told her everything that I just stated above. “Well, that is our policy”… just terrible.UPDATE 7/28/21 -After my last experience customer service contacted me and gave me their apology and 1 free day of rental. Gave them another shot and had the same terrible experience. Literally the same. Got hassled again for giving them my debit card. Manager seemed irritated and annoyed and again made me feel not important or welcome. Car was dirty with streaks on the glass and mirrors. Center console filthy with coffee spilled down both sides between the seats. I’ve been dealing with Enterprise for more than 20 years, helped setup customer loaner programs at multiple dealerships, made sure they were our first call. No more. Sorry enterprise with literally 9 other rental agencies to choose from this is how you treat your loyal customers?? The hypocrisy of it all is absurd. You’ve lost my business for good.
Don’t go rent at this location!!! I forgot something in my rental & realized as soon as I got through tsa. I tried calling them for over an hour and no one answers their phones. I called customer service toll free number and was told that they would message them and someone would call me back. 5 hours later and still no call!! I had tried calling them over that 5 hours and no one answered. I emailed Enterprise and received the standard form response with no help. I was basically told they would get to it when they have time. Clearly customers don’t mean anything and they don’t need to answer their phones. I did always rent from Enterprise and had upcoming reservations. They are canceled!
These guys are my hero’s. I got stuck in San Francisco for 14 hours and was meant to fly to LA direct. Only option was Burbank if I didn’t want to wait even longer.These guys rerouted my reservation and not only honored my rate but it ended up being $30 cheaper.I was in and out in fifteen minutes which meant a lot after a nightmare travel day.
Usually Enterprise has great consistent service, but this time I was a little upset at them. The first part of my trip was great. When I landed the associates treated me greatly and with all the care of Covid precautions. What made me upset was that I had called to extend my rental and they had charged me a huge amount of money to do so because I was taking the car out of state. I understand that the charges would be large due to the car that I had was a upper class car and wasnt suppose to travel out of state, but then the AC in the car broke and I took it to enterprise and they switched me out to a much lower class car and then didnt change my rate after I had asked for an adjustment because of the class change. I went from a 7 seat Ford Explorer to a Mitsubishi Eclipse (a huge downgrade) and they wouldnt adjust my rate. That was a big ding in my book. They advertise that they are flexible but here they really fell short of the mark.9-27-2020Maps wont let me update a review. Enterprise reached out to me and tried to make things right with what happened. They gave me some money back (what they gave me was reasonable. Im not trying to rob them after all). Im still a strong customer of Enterprise and still really love their service and the variety of cars they offer. I just hope they will be able to fix their system so that other people do not have to go through the same thing that I did. I do believe that my situation is not a common occurrence, but they and other companies need to be able to adjust to their customers needs.In any case, I still do highly recommend them.
I recently rented a car at the Burbank airport through Costco and Enterprise. The entire experience was extremely easy with no stress. I saved money renting an SUV, the pick up and return was quick, I would do this again no problem.
Terrible experience. We are top tier enterprise points members. Problems from the start. Did not have the level of car we reserved. Tried to trick us into picking a lower level car for the same price. Finally settle on a car. It’s dirty on the inside- could clearly see sunscreen smeared on the drivers seat. Have to wait for them to clean the car. Don’t even bother to dry it. We have to get in and drive away in a soaking wet car. Finally at the end of the rental the car stalls in the middle of the road. Engine starts smoking. Have to get the car towed. And a number of communication problems ensued. Needless to say a terrible experience.
I picked up my car rental at the Burbank Airport enterprise on July 27th, Saturday in the evening. The gentleman in the counter, not see if he was a manager, was very professional and courteous. I had an issue with my rewards points not being reflected on my account. He advised me to call customer service. When I called Enterprises customer service, the lady who took my Call was very helpful. When I returned my car, the same guy that was there when I picked up my car took good care of my issue with the points not being applied. He was efficient and helpful. Great service!
Truly astounding lack of customer service and worst experience I’ve ever had renting a vehicle. Still no solution offered by Enterprise to this day.1. Didn’t have the vehicle class I reserved2. Offered me a downgrade for the same price3. Generally rude and condescending4. Offered me a dirty vehicle covered in scratches, dents, and sunscreen5. Offended and rude when I asked them to clean it6. Car gets “cleaned” - still awful. Still sunscreen everywhere, and now the car is just soaking wet with water spots all over it.8. Car barely starts next morning9. Car stalls at red light on Topanga Canyon. Luckily, I get it started.7. Car completely breaks down at gas station, smoke billowing from under the hood. Very dangerous.8. 30 minutes until AAA arrives9. Driver doesn’t know where to take the car10. Driver can’t get ahold of anyone at Enterprise11. Have to broker a call between driver and enterprise roadside while sitting in a gas station parking lot with my bags and fiancé.12. Almost don’t make it to airport in time13. Calling everyday, don’t get ahold of anyone at Burbank location. They route all their calls to the general customer service line. Not even they can get ahold of Burbank location.14. Three days later, car still not showing as returned. Enterprise doesn’t know where their car is. I receive calls telling me to return the vehicle.15. Finally get a call back FIVE days later. Branch manager Peter offers me, no exaggeration, $9.80 in compensation for the nightmare.16. Promises he’ll look into reimbursing points I used for rental or other type of compensation and call me back ASAP.17. Five days later, no call back.18. Elevate to regional manager.19. Still no call back.Truly mind blown. It’s as if Enterprise is a black hole of communication. Writing a letter to the company’s Vice President at their St. Louis Headquarters. Will leave one star reviews on every Enterprise location I can find blaming Burbank until I receive a response.
I used Enterprise recently for my trip back to LA. Their reputation for quality service & friendliness is well earned. I was met at the counter w/ a friendly rep. immediately & they took me out to my truck and got me going very quickly & easily.Later when I returned my vehicle check in & inspection was also very easy & there were no hidden charges, no imaginary damage, no extra fuel usage that unfortunately Ive had issues with from other car rental places.Overall a very positive experience at Enterprise Rent a Car. Will definitely use them again.
People here trying to get money from us. Aside from the total cost of the car on top of that they want to charge $400. Anyways, were still taking it if thats part of their policy but our card got declined and then when we asked our bank why? they said that people here are trying to charge us more like $827.00 and the guy who charge us just left my husband looking for him.Edit:BTW. I responded to your message with the your email provided below and no response received. 😏
Better overall experience renting here than a branch in the valley. No hassle return.
I forgot to take my $400 glasses and gold necklace in the vehicle I rented, I called customer service and they claimed there was nothing in the car . There is no direct number to speak to a supervisor to report your claim . It’s impossible for 2 things to go missing. Either the staff did not check or they kept it. What kind of dishonest people work here. I don’t care about the glasses I only care about my necklace because it was given to me by my grandpa before he past away. What’s the point of having lost and found if your staff is not honest .
I got an email from Enterprise asking me to review my experience so here it goes. I rented from them in early June of this year and got a chip in my windshield. I went to swap the car out for another midway through the trip to avoid any propagation of the crack and they were nice enough to accommodate me. The person helping me accidentally charged me for a collision deductible instead of comprehensive, which is a difference of $400. When I called the DRU they said that was wrong and they would have it resolved in 30 days. I called a month and a half later and they said it would take 90 days. Hey, it has been 90 days and Im still giving Enterprise an interest-free $400 loan and I havent heard anything from them. For a windshield crack. Give me my money.
Angel at the Burbank Airport was the best! Great customer service.
Enterprise Rent-a-Car is the absolute best. Prices are very good. Service from start to finish is tops in the industry. I had a slight problem and they corrected it immediately. Why go anywhere else. It is all about good, respectful Customer Service. I have experienced the best from Enterprise-Rent-a-Car in the past 15 years I have used them.
Picked up car at Burbank airport, returned 5 days later at Ontario. Process was a breeze on both ends. I love that Enterprise hires new college grads that really understand the value of excellent customer service and being efficient so customers get in and out quickly. I use them as much as I can.Only complaint was they didnt have the car I ordered, a Mustang convertible or equivalent. They did upgrade me to a Cadillac (POS by the way). Instead of an upgrade that has no value to me, how about an upgrade and a discount for failing to deliver as promised? Now that would be excellent customer service....
I rent a Tesla S 5 hours for my appointment in LA but have to wait for 1 hour. First representative told me to wait 10 minutes for sanitizing the car. Haft an hour pass she came back and told me to wait another 15 minutes. After 20 minutes pass I cant wait any more and ask another representative when I will get the car? His answers, waiting for charging a car. Now, the car battery can go only 90 miles. lucky me I will go back and forth for 60 miles. After that 10 minutes, I got the car. I almost miss my appointment. I will not rent a car from Enterprise any more.
I recently picked up and dropped off a car at the Burbank Airport Enterprise, and had an amazing experience. The staff went an extra mile or two -- providing highly personalized service -- to ensure the car was booked back in on time and I was able to make my flight back home. They turned what could have been a nightmare for me into a positive experience. Many thanks!
We made our reservation for a premium car to be able to have room for people and car seat. We arrived and they had already given away all the premium cars without regard to the reservation list. Then they bring an a Ford Flex that does NOT have the correct connections for car seats. Luckily we were able to exchange for a different vehicle at a different location but not without difficulty there. The staff while courteous needs to be aware of incoming reservation and not just give away vehicles on a whim.
Great service! I was pleasantly surprised since this was my first time ever renting a car. My rental was a beautiful Volkswagen Atlas. I was very pleased with the price and customer service. I’m definitely renting from Enterprise again!
Had to exchange a defective car from another location. They were fast and friendly.
Regarding Burbank Irport:5 stars for the staff0 stars for the vehicle1 star for the price...considering the AWFUL vehicle.Staff at Burbank Airport...excellent!Distance from terminal to facility is exceptionally long walk for someone with any problems walking, like myself with plantar fasciitisVehicle: Hyundai...Ionic...AWFUL! Deathtrap!Price: very high, and disappointed as a 30 year loyal customer.
Poor customer service! I rent pick up truck and was confirmed.after almost 6 hours after I placed reservation, I got a call hour before my reservation time telling me truck that I want not available. I was trying to call them back but no answer. Today I try to rent a truck again, the representative told me about the form of payment then when I got to the counter is different story.6/4/2021 I tried to forget the bad experience I got to this place. Today I rent a truck again , I was told $178 to rent for 2 days plus a charge of $436 on top include security deposit, for the total amount of $614 to be charge to my credit card. I notify my wife thats how much will charge to my card then my credit card blocked it when the enterprise trying to charge me. I called my bank to asked why didnt go through , my bank told me the car enterprise charging me $827 instead of $614. When I asked the guy about it he said he was charging me only $614 , I decided to put the bank officer on speaker phone and telling themthat they were trying to charge me $827 Instead of $614 . Can someone look and check this guy trying to ripped me off! This guy is a thief and not admitting he made a mistake or he did it intentionally! I will never never go back to this place again! Beware of this scammers working in car enterprise!
I normally do not leave bad reviews but this instance was not a good experience. I got an upgrade to a Camaro from an economic car which was not too bad but not what I wanted. But what was worse was the car had a very foul odor that I did not notice until I got the car on the highway. Dont know if it was a foul AC odor or the upholstery was not cleaned well. Maybe next time.
Sign up for Enterprise Plus! It was free and made my rental and return go so smoothly, I was in and out of the airport rental location in under 25 minutes. The customer service was great, I got a free upgrade to an SUV. Highly recommend Enterprise.
UPDATE: Outstanding response, and service, I did not expect anyone reaching out to me, upgrade to 5 start - thank you! I have preferred Enterprise for years, and this last time was disappointing. It was not the first time the windows and mirrors were badly streaked, if fact they looked like they were wiped quickly with out any effort to be sure they were clean. Clean windows are a critical safety item especially when driving an unfamiliar vehicle in an unfamiliar city. This caused me discomfort driving at night. Staff was great, but please consider a process to make sure the cars are clean. (If i want to drive a dirty vehicle there are far less expensive options available to me .
I got burned badly... The moral of the story is to not schedule a pickup on the eve of a holiday.TL;DR - My local enterprise shop closed 2 hours before my pick up time without any warning, which caused me and my wife to drive an hour away to the nearest airport to pick up a last minute rental while only receiving ~$10 discount for the inconvenience of it all.On 12/10, I scheduled a rental pick up at my local Enterprise for 12/31 at 5:30. I received an email confirmation and everything. I needed the rental to make it to a wedding taking place the next day.On the day of the pick up, I arrived at 5:30 exactly. I go to the door only to see all of the lights had been shut off. On the door was a piece of paper showing the holiday hours. They had closed at 3:30. No email, no phone call, no way of picking up my rental car.I spent an hour with customer service trying to resolve the issue. The first tier of support couldnt do anything for me other than say sorry. My wife and I ended up driving an hour away to the nearest airport while on the phone with the manager. She scheduled a car for us to pick up at the airport, and took off maybe $10 for the inconvenience it had caused us.All in all the rental was more expensive from the airport even with the discount.Ultimately the price was lowered because I agreed to return the car to my local enterprise shop.
Picked up car in Burbank airport. Original car was not available so agent upgraded me to the nex level vehicle which was really nice of them.Ive been an Enterprise customer for better then five year and has always rented from them.Staff is very friendly and helpful.Happy Enterprise customer
Convenient but make sure you get reservations 2 weeks in advance which not sure if i understand because it took my reservation the day before and gave me a reservation number. That was the first comment the associate said to me. Next on return had to wait quite awhile for associate to help me in the office. Maybe it was break time. Car was clean worked well will use them againNot sure how the pandemic is effecting the availability of cars. Seems that there would be alot more availble
There are very few companies in the travel industry that I have real loyalty to. (Not just belonging to their rewards program) Enterprise is by far the best car rental company. Consistently great service.On this trip (which was a miserable day of flying) I arrived pretty frazzled and the agent offered me an upgrade. Since I’d already reserved a Premium car, this was extremely nice...I got an Infiniti Q70. 😀 What a nice ride!
Top notch customer service. The premium SUV that I received was in great condition however the cup holders and interior were so dirty that my young kids didn’t want to use them or touch their doors. I cleaned it up and mentioned it to the rep upon returning the vehicle and without me having to ask, he gave me a very fair refund for our “inconvenience”. He also said he would be communicating this to those responsible for detailing the vehicles. I was very pleased.
Worst service for enterprise rent a car. You will wait extended amounts of time that are not normal for enterprise. I will update the review with the enterprise representative name. Totally ignored by the representative and left to wait while nothing is done trying to just waste time so they can close and not assist.
Ive been traveling frequently for the past year. I made a mistake initially using another (Hertz) car rental for my first round trip--what a nightmare! I switched to Enterprise after that unfortunate experience and Im so glad I did!.I must say, Enterprise makes the booking, pick-up and drop-off process so simple, I cant see myself using another car rental source-ever.The Enterprise teams at Burbank, San Diego & John Wayne airports (specifically), are consistently polite, helpful and very easy to work with: Consistently 5+ stars!
My experience with Enterprise was relatively positive. Burbank airport is very small, so picking up the car was pretty simple. I ended up with a car class above what I asked for. I guess thats good and bad. The guy that is I got a four-wheel drive, like I wanted. The bat is I got a car that had virtually 1/2 the fuel economy of the one I asked for.
All the people at Enterprise were great. There was an issue about paying with a debit card instead of a credit card, and the young lady at the counter was very helpful about that, patiently waiting till I could show her return flight confirmation, and then the debit card was no problem. But there were two issues: this was our first time renting at this Enterprise, and their desk at the Consolidated Car Rental Facility is a long, long, long walk away from the terminal, especially in 90+ F. Also, the new Nissan Sentra they rented us had adhesive tape marks where the doors and trunk had been taped shut (during shipment?). Apparently theyd washed the new Nissan without removing the tape first, and then when they did remove the tape, the adhesive had degraded and stuck to the paint. Otherwise, no complaints - good value, great service!
Justin, who seems to run the Enterprise counter at the Burbank Airport is AWESOME! He is always welcomes you the minute you walk through the door, is very attentive, courteous and professional. Im super picky about customer service and he is one of the best. I rent from their frequently and he is consistently great every time.
I changed this review after I was initially told they didnt have a standard car for me (even though I reserved one weeks in advance). The employee told me they would upgrade me to a van or I could pay $10/day extra for an Ultima. I said no because it would cost me much more in gas (I was driving to another state) and I wouldnt pay a fee to upgrade when I had already reserved a car. She said there was nothing I could do and sent me to Alamo! I came in the office to make sure my reservation was cancelled, and Meg, the manager on duty asked what was wrong. I told her what had happened and she said the employee wasnt correct, that they would upgrade me to a car free of charge, one that wasnt a van. She made it up to me and said theyd always take care of me. Ive rented only from Enterprise for years because of their great service. In the end, Meg was the hero. She stayed calm and collected, said shed speak with the other employee, and she made things right. I got to my appt. on time and enjoyed a trip to Vegas! Ill stick with Enterprise, but I recommend this location has managers handle problems from the start (like when you dont have a car in stock that has already been reserved and the customer doesnt want to drive a van for one person or pay an upgrade fee.) Thanks for making things right Enterprise.
Customer service associates were great overall. They were friendly, answered all of my questions, and gave me options for the vehicles in the class I had reserved. Fair warning, this place is not immediately close to the terminal. You have about a 10 minute walk to get to any of the rental car counters, but Enterprise made it easy for me. Will definitely use again.
I have always had a great experience with Enterprise from the time I rent until the time I return the car. The employees are always friendly, engaging, polite, well dressed, etc.Unfortunately, on this trip to Burbank, CA Bob Hope Airport where the cars are on site, there was an issue. I had a reservation and got checked in within 5 minutes, but then hit a 45 min. wait while the bottle neck of customers waiting for the Enterprise employee to individually call and escort each customer to their cars was way too long a wait. My SWA flight from Las Vegas took 90 min., and my wait standing with a dozen or more customers took half as long as the flight. I do have to say that the employees were up to the standards that I described above. I dont know what the problem was, but with each customer, there was a long conversation with the customer. I think that there was an excess of high end vehicles such as SUVs. My Enterprise representative did say something about my vehicle being there, and he said that I only had to bring back the vehicle with 1/2 a tank of gas instead of full. The vehicle was brand new with only 500 miles, so I was pleased with the vehicle. I used less than 1/4 of a tank during my use. I will continue to use Enterprise, but whatever the issue was at Burbank should be checked and corrected for the future.
Had a bad experience this last time. Went to pick up my reservation and was told I didn’t have any under my name they made very little effort to help me. They said they didn’t have any SUV. I knew I had confirm a day before but could not find my email confirmation. I drove off upset and found the email confirmation drove back and it was our mistake by putting the last name different but I did give my number and like I said no effort to help me. Once the confirm I got the vehicle I looked around and it was very dirty inside. Hello this is the time to be extra clean and take those extra steps to inspect the vehicles. Was disappointed in the service and they certainly did not take the safety precautions to keep their customers safe.
Enterprise always does a good job, only complaint would be the wait at the Burbank pick up site. Not their fault there are not cars, but I am glad I wasnt in a big hurry.
I recently rented a car for one month and when I arrived at the Burbank airport the car I was expecting, a Ford Edge, was not available .I understand the rental confirmation stated Ford Edge or similar however the car we were given was a Jeep Cherokee Latitude which is much smaller in cargo size . It can hardly be considered similar. In addition the interior of car was not clean, the carpets were dirty and the windows were filthy.I will think twice before renting with Enterprise again.
I always try to rent my cars at the BUR location for business and personal use as well. I find the service to be outstanding. They are professional and very customer focused. I had trouble with the car that I had rented from BUR for a trip up north with my family. The car was almost brand new but we had to exchange it at another enterprise location during my trip because the car was acting up during the trip and we didnt feel safe. When i got back and returned my car, I was expecting a complicated lengthy process to close out my rental. As you can imagine after a long drive, the last thing you want is lengthy rental car return...BUT the manager in charge that night, Mike, was super professional and extremely helpful. I rent lot of cars and every now and then, you can get one that gives you trouble on the road. What matters is how your rental car company handles the situation. Thanks Mike, Its because of smart and competent managers like you that I always try to rent my cars from BUR. Keep up the outstanding work guys and thanks for caring!
Very efficient and pleasant experience! All personnel I spoke with were friendly and VERY helpful - giving me tips about my Enterprise account, making sure I knew the car features, offering directions and other assistance. Using Enterprise Burbank will be MUCH easier since they are moving to an on-airport location so the bus ride will no longer be necessary.
I requested an American luxury car and got a Jeep Cherokee. It was nice but not what I was expecting in comfort and ride. Yes it got me around but I was on vacation and wanted an upgrade or similar to what I have as a personal vehicle (Lincoln). The Jeep is a great American vehicle but it wasnt what I requested and paid for. I have used Enterprise numerous times in the past and this is the first time I was totally disappointed. Two stars was a stretch but the Enterprise people were great and my past experiences is why I gave this experience 2 stars.
This is a tough one to write because I really like Enterprise and will continue to rent from Enterprise. But last weekend I rented an SUV from the Burbank Airport office because this specific vehicle wasnt available at the location I usually rent from. When I picked up the SUV on Friday morning, it looked to be okay but as I spent more time in the vehicle and started driving north, I realized the inside was a mess. It appeared to be cleaned somewhat but whomever did the cleaning was clearly in a rush. There was scrunched up paper all over the vehicle, in between seats and in the doors. When I entered the freeway, I immediately noticed the horrible job they did at washing the windows. It was so bad, I had to get off the freeway and wash them myself at a self serve gas station.I save the best for last. I decided to return a day early so as I was driving south from SF on a Saturday afternoon, I called the local Burbank Airport office to find out what time they were open and what if I arrived after closing. I called 9-10 times over a 3 hour period and every call was immediately transferred to the national call center. They couldnt answer any of my questions so they transferred me to the local office, as I had tried to reach in the first place. Again, the call immediately transferred BACK to the national number. After awhile it was clear the employees at Burbank Airport DID NOT Want to take calls. Shame. Finally, I let the phone call go through to the call center and asked a specific question about dropping off the vehicle after hours.When I arrived it was 10:20pm on Saturday night. The person at the national call center said this office was open until 11:00pm but even if I arrived after 11:00pm, I could still leave the vehicle and leave the keys in the drop box. When I arrived at the second floor Enterprise Returned Vehicles location, there wasnt another human being anywhere on the floor. I called my wife to come and pick me up as I had a bit of stuff to load into the car. When we tried to get out there was a almost unintelligible sign that instructed us to call an 818 number to be let out. When we called the person who answered (who spoke little to no English. I almost couldnt understand a word he said) told me he would be there within 15 minutes to let me out! I was so frustrated and tired at that point I didnt even attempt to verbalize my frustration to this person.Come on Enterprise, you guys can do better than this! Forwarding the phone system to the national call center is plain rude and unprofessional, with a hint of laziness thrown in. The vehicle return experience alone would normally convince me to never use a company ever again. But luckily I never use the airport location, and never will again! And to top everything off, the cleanliness of the vehicle when I picked it up was less than Okay. Not sure what is happening but somethings need to be tweaked at your Burbank Airport location!
Enterprise Rent-a Car has been our first choice for many years and we have been super happy with their service and various rental car options and not to mention their competitive prices. People are very friendly and helpful. Highly recommended.As for Burbank airport car rental facility, it is very nice and modern, but I wish there was a short cut to it instead of looping around the main entrances and crowded walkways.
I initially was worried because the prices were lower than all of the other places and this was my first rental in many years. Everything went very smoothly and there were many cars available to choose from. The pickup process was easy and fast, just as the drop off in a different location. The car itself was perfect for our trip (Nissan Rogue) which was from LA to Tahoe for 4 people.
Pick up and drop-off at the Enterprise at Bob Hope Airport was surprisingly fast and easy. I loved the mini-van I got for a great price.One caveat, though, and its not Enterprises fault: At the time of this writing the office and the drop-off were very tricky to find. Dont rely on your GPS app! Call first for directions! I also found the signs leading you to the rental area of this small airport were beyond confusing. But once we finally found the areas processing us went like lightning.
Overall, my experience with Enterprise at the Burbank Airport was good. The staff was friendly, and my car was ready when I arrived. My problem was with my return. I had booked the car as a weekly rate, since I was going to be in LA for 5 days. Unfortunately, 24 hours after my arrival, I had to fly back home because my 18 year old cat (who had cancer) had taken a turn for the worse. I was able to change my flight so that I could get home in time to say goodbye to her. When I contacted Enterprise, I couldnt get through to the Burbank location, so I had to speak to someone at their 800 number. I explained why I had to return the car only one day after I arrived. I got no break on the price. They charged me the current daily rate, and I ended up having to pay MORE. Honestly, I couldnt believe it. I had also prepaid for the entire tank of gas, and I didnt get any sort of refund on this either.Alaska Airlines gave me a break on the fee to change my flight, yet Enterprise did nothing to help me. I ended up paying more for a 2 day car rental (since I was there more than 24 hours, I got charged for a second day) than my original weekly rate.Ill think twice before ever booking with Enterprise again.
First time I have used Enterprise for car rental at Burbank Airport. Everyone was nice, efficient and well-informed. The rental process was quick and painless. The car was well-maintained, clean and they pulled it up to the rental building; all I had to do was get in and go.Very impressed!
The car we expected was not available so they kindly upgraded us to a slightly nicer car. Great, except the car REEKED of old cigarettes. Clearly a previous driver was smoking in the car. Why wasnt it cleaned and deodorized? Unfortunately we were on our way before we realized the smell was as bad as it was and we had no time to go back after being delayed upon pick-up.Upon return, we were afraid theyd think WE had been smoking in the car, but they knew it wasnt us. They gave us a small refund, which was ok, but not great. Enterprise, in general, is a great company to rent from; this was not a perfect experience, but not bad enough to stop using them. I will rent again from them but will be more vigilant about the smell of the car before driving away.
Do not rent from this branch. They will give you a wet car in a dark garage, with no ability to see damage. When you return the car they will then claim damage. They will send a bill for damage that was not present during check in, adding additional damage. They will exaggerate the damage. They requested 4.5 hours repair on damage that was not visible in the garage and would be 1.5 hours repair at any legit body shop, in addition to adding damage. They will charge an admin fee, loss of use, and diminished value with no proof they were out of cars while the vehicle was in the shop, and no proof a minor dent caused diminished value. They will send you collection letters without calling or emailing you and will not return voicemails. Working with this branch and Enterprise in general has been a nightmare. Shady shady shady and unprofessional.
We rented a 2017 Toyota Camry. The car was great and we enjoyed riding it. It was on Thursday and less busy. We printed out the ticket and walked to the car with the help of a gentlemen there. We went through the inspection and contract and got out of the parking lot in about 5 minutes. Returning the car was hassle-free too (of course if there is no problem with the car). Great experience, we will rent from Enterprise again.
Just received my emails statement , the GIRL at the car inspection upon picking up the car told my wife and I that prepay of gas would be $3.70 a gallon, I was charged Refueling Charge ($4.47 / Gallon) My fault not reading the 2 foot long 1.5 inch wide thermal printed contract. bottom line she looked me straight in the face and lied to me. Other than that , the rental check out was fast the return was fast too. heads up if the girl checks you out and tells you your refueling is $3.70 a gallon then folds your two foot long contract up, open it and read it before you get in the car. I have rented from Enterprise at least eight times over the years and have never been lied to like this.
My friend rented an enterprise car for 1 month and after few days the car had wheel alignment problem. So, we went to bob hope airport hoping we could exchange the car for a new one, which was ok with them when I asked them over phone. But when I reached there (3:00pm on 5/7/16) the guy at enterprise kept asking us if we hit the car and no we didnt hit the car. We had a premium car Chevy Impala. He was offering us a full size car. When we didnt like his option he offered us compact car. We could clearly see that he had good cars even in full size but we werent offered any.I am a loyal enterprise customer for over 3 years now, things like this really upset me. He could have politely said something instead of offering us a compact car when we already have a premium car. Thanks to him I have to drive back to LAX. Getting rid of this enterprise car for sure.
Enterprise is my go to rental car company. People are courteous and helpful. They are prompt to help you check in your car on the spot. Rates are reasonable and cars are like new. Im a loyal customer!Your PLUS Member program is the best and makes checking in and out a seamless process!!!
I have been using Enterprise with my job for a very long time. In particular, I have been renting at the office in Burbank Airport and their service is excellent. The staff is friendly and courteous. The rental process is fast and well attended.
My Experience with Enterprise is always wonderful. Quick, friendly service. The Burbank airport was no different. The only reason I could not provide a 5 star review was due to what seemed like 10 minute walk to the rental car area. Wow, that is a hike especially with all your luggage, late at night, tired after a flight. Service was wonderful regardless. :)
Enterprise provided my family of seven with a minivan that made the week-long drive through the southwest a thoroughly enjoyable experience. The car was in great condition, had many extras, and plenty of storage room. I couldnt have asked for a better vehicle and the service was great.thank you.
I generally like to rent from Enterprise at the Burbank airport, but in November 2014 I had a few issues. First, getting from the terminal to the rental location had changed and was difficult with our luggage. The route to the rental location was not well marked, was long, and involved several features difficult to navigate with our luggage (escalator and horizontal people movers). Through this process I learned to leave the luggage at the terminal with my wife, rent the car and then go back to the terminal to pick her up. If I had been warned of how this had changed I could have avoided a lot of trouble on this trip.The other issue was with the fuel charge. The rental agent informed me that the Enterprise price was currently very low - about $0.50 less per gallon than at the local gas stations. I later checked the contract and found the price charges to be at least $1.50 above the local price. I returned the car with a full tank, but the attendant charged about $50 extra for a tank of gas. I had no problem getting this charges removed, but feel that the rental agent misrepresented the charges for the car.I managed to work through these issues, but my previous high regard for Enterprise has been lowered - is now OK, but just barely.
I actually didnt end up renting today because there were no AWD vehicles in stock. But, the lady who helped me went through the entire stock of cars in person to check for one that could work. It was super nice of her to go through the effort and I really appreciated it.
Great rental experience at the Burbank airport. Super fast transaction at the rental counter and quickly got the keys to a great car. Same on the return, we were all done and had a receipt in about 2 minutes
My Warning re: Insurance: I normally only have good things to say about enterprise but i mislead in the insurance portion. I was told since I paid as it said on my agreeement FULL insurance coverage I could just walk away if there was any accident. Well apparently Enterrprise only meant from any damages to their own car but not the the persons. Full coverage to me mean full responsibility as a driver if you are at fault...not just to your own vehicle. I lightly backed into a car at a gas pump and due to the truck I had rented this light tap created 1,100 dollars in damage. And after paying al ost 300dollars for 6 days of full insurance, I am force to pay out of my own pocket to make right by this incident. And thats after the embarassment of ensuring the kind gentleman whos car I hot that he does not have to worry, I am fully insured, someone will contact you I was horrified. And I was not informed of any of this at the time of rental other than I said, Id like to pay for the full insurance and not worry about anything! I definitely did NOT get that service.
I have had great experiences with Enterprise in Oregon. The Burbank location was disappointing. The car they gave me was dirty inside. I could not tell when I picked the car up as it was dark in the covered parking lot. The car also did not run well, it seemed to be an older model and should be taken out of circulation. I will use Enterprise in the future.
My Experience with Enterprise is always good. Quick, friendly service. The Burbank airport was no different. Get ready to walk, 10 minute walk to the rental car area. Wow, that is a hike especially with all your luggage, late at night, tired after a flight in a rain storm. What do the handicapped people do? Or better yet people like me that just have a bad knee.
Cant say enough good things about Enterprise. Every rental companys new car fleets are pretty much the same, but Enterprises secret is their fleet of humans.With Enterprise, if you have a problem with the rental car process, their employees are empowered to make things right...no red tape. Very few companies in the United States run on the premise that the EMPLOYEES are the company!This kind of service has propelled Enterprise to its high level of stature in the crowded field of auto rentals. Courteous, efficient, well-trained, and eager to serve staff...what else could you want?For over 15 years they have been our first choice car rental company, and our rental experience at the Hollywood Burbank Airport left another GOOD taste in our mouths. Kudos, Enterprise!
My vacation was a nightmare luggage lost, and so on. When I reached the Airport I connected with Enterprise. As I would expect total customer care and perfection! It was so comforting to know I am in a different city, yet I had a safe harbor to go to and feel connected. I had consistency in great customer care. That is why I have been with Enterprise for over 25 years. The excellent customer service was exemplary in Burbank. Thank you.BH
I’ve been renting from the airport for about three and half years now using exclusively enterprise. Last weekend we took a large camping trip to Yosemite and rented an SUV from another location. Unfortunately that SUV had mechanical issues at about 10:55 PM. After spending 2 1/2 hours to pack this car we went to the airport and prayed someone was still there. We arrived at 11:04 and with our luck Mark was still there. He could’ve easily said we’re closed and there’s nothing he could’ve done for us, but instead he listened to us and went out of his way to go find us another SUV. If you’ve ever been to the location of the airport you know they have several parking levels and structures. There were thousands of vehicles there belong to several other rental car agencies in about 10 minutes later he showed up with a replacement for our vehicle. He stayed about an extra 53 minutes to make sure we were taken care of. This is the kind of employees that enterprise needs to employ those that go out of their way at 11 o’clock at night when they really should be heading home. We cannot thank Mark enough for saving our trip and allowing us to enjoy the rest of the vacation stress-free.
The car was great & the service I got over the phone for the booking process was wonderful. Once I got there the guy who took me out to the car & handled my contract was not so great. He was very pushy & I had to keep repeating myself over & over again for what extras I did & did not want. When I asked him to explain something to me he made me feel rather stupid. I would go back through Enterprise at this location again, but when the time came I would be sure to request someone else.
The service at Enterprise is typically very good. The staff have been unfailingly polite and professional. My complaints have to do with the type of cars Enterprise offers: why do they have cars in the fleet that get gas mileage of 22 mpg? Enterprise should lead the way in promoting fuel efficient vehicles and should definitely get more hybrids and electric cars. There is no excuse for having sedans that get less than 30 mpg!
The Enterprise agency at Hollywood-Burbank Airport were extremely helpful and encouraging. We needed to rent a vehicle sort of on the spur of a moment and they were able to supply us with the type vehicle we needed, and at terms we could live with, very directly and speedily. We appreciated their level of service.
My experience here was outstanding. The counter was well-staffed, picking up my car was quick and seamless, and every single Enterprise staffer was pleasant and professional. I dont remember ever having a rental experience as easy as this!
Recently, I used Enterprise at two location: Phoenix Skyharbor and Burbank Airport. Both sites provided courteous and professional assistance. The Phoenix airport location is beautiful, modern, and efficient. My only issue is that the rental assistants put on a full-court press when trying to sell extra products, such as insurance. At one point, I said No three times before giving in so I can get out of the airport. Otherwise, Enterprise has stepped up its game in the last few years in terms of customer service.
I had my Travel Agent in Studio City make my reservation to pick-up my vehicle at BOB HOPE-BURBANK and drop it off at LAX.Pick-up was a breeze. Great staff at Burbank and easy in-and-out of the rental facility.I was a little rushed getting across town and I knew I was cutting it very close relative to my scheduled departure time. Fortunately, my receipt from Enterprises Burbank had the phone numbers I needed to contact the LAX Enterprise. Unfortunately, it took me 15 minutes to navigate the voicemail system and multiple attempts to contact a real person. Somehow I got caught in the perpetual do-loop of Enterprises voicemail system and there was no option offered to speak with an Agent.Anyway, I finally spoke to a person and I explained my situation. Her response was kind of what I had expected: Rude and unhelpful. Basically, just drop off the car at the Rental Return location and take the shuttle. If you miss your flighy, tough luck.At that point I resigned myself to the fact that I had missed my flight. And I did miss my flight. When I dropped of my rental vehicle it took me 35 minutes after exiting the I-405 just to find the Enterprise Rental Return driveway, using MAPS on my phone.The signage is horrible and confusing. From the moment I exited the freeway it was bad. Street signs were confusing, directional signage was poor and the Enterprise Facility had bad site lighting. There was no mistaking where Dennys was but youll have a nightmare trying to find the LAX Enterprise Rental Return location!Ill continue to use Enterprise because they typically have the best value for the money and their employees are professionals.
The attendant that brought us to our vehicle was extremely nice! Bringing the vehicle back was just as easy as picking it up. The vehicle was clean and there were no problems- I will definitely rent here again!
Check in was easy, however, they did not have the car that I reserved. They gave me a comparable one which was ok. During my trip the car had an audio issue which was a bummer since I was on a long drive. I had looked it up and apparently that was an issue with that type of car. I mentioned this at check out and they gave me a reasonable discount for the trouble. Overall, service at this location is great and I will undoubtedly rent from here again.
First, the service was great. Fast, efficient, kind and worthy of praise. Unfortunately, my complaint comes from an area they likely have no control over: Vehicle choice.When we were presented a Mercedes suv style I thought we struck gold. However, that only lasted until I got into it. It must be built for a midget and designed to set a record for complete blind spots. If I was Mercedes I would be embarrassed at the total dangerous vehicle presented.Never have I driven a vehicle that I, at just 6 foot tall could not squish down in the seat far enough without leaning down my head further to see under the rear view mirror to erase the complete blindspot it presented at the 1 o’clock to 2 o’clock view out the front window.You can guess how many intersections I ran into that were at that angle coming toward me. Lots works! Then when I tried to duck down to see under it wham I hit my head on roof.From that you could add all the other blind spots on every corner and side and no spot mirror incorporated into the side mirrors to help you. This thing was a nightmare on wheels!My trip was a absolute horrible experience when driving. Never again will I accept a vehicle like this. Maybe Enterprise needs to drive some cars before they accept them into their fleet. Try them out with an average height person and a short one plus check blindspots for safety or make sure there are spot mirrors to make them safer even though many people do not know how to use mirrors. Even a professional driver like myself likes to feel safe and comfortable when driving.In closing, I do remind you that the people serving were great. My complaint is all about the vehicle.
By far, the very worst customer care experience of any experience I’ve ever had to date!Absolutely terrible customer service.Will not use this location again!Quite frankly, if these are the face of Enterprise, I will happily go elsewhere.Instead of figuring out a resolution to my rental situation. I instead I received a self righteous verbal barrage, which finally ended with this direct quote from the Enterprise employee:“I don’t care if you use us. I get paid a salary by corporate. I don’t care.”
Very friendly employees, easy pick up and drop off. I would like to share that my last time that I rented a car from Enterprise, I had a screw in one of the tires, since it was not repairable, they installed a new one and when it was time for me to return the car, I told Michael the person who received the car what had happen, so he ask me how long had taken them to game a new tire, so I told him that about an hour, then he decided to take 2 days off my final rental time, thanks again Michael, Im sorry that I forgot your last name, Juan Cardenas.
My wife and I were stranded in Burbank, CA due to extensive train delays. As the train station was a block away from an Enterprise rental location, I ran over there, and was able to secure a car, immediately, at a reasonable rate. Thank goodness for Enterprise!
I am a frequent renter with Enterprise. This was my first experience in Burbank. We rented during the Labor Day weekend. We were asked to wait for our car, since some were being delivered to the location. After 45 minutes, we were told that there were no full size cars (and not sure when there would be), but that we could have a compact car.It is insane to me that we would have a reservation for a full size car and there would not be one waiting for us??!!??In any case, the manager was very nice and offered us a free tank of gas and one free day of rental. I would rather have the car that we reserved!
Enterprise usually does a great job. So this review is specifically about the Enterprise at Burbank Airport. It is a LONG walk from the terminal to the rental counter. The moving sidewalks were turned off. When I asked the woman at the Enterprise counter to report my concerns, she said, That happens a lot. I reiterated that I wanted her to report my concern and she said it wouldnt make a difference. A more proactive agent and a more proactive agency would get at the problem - not resting until it is resolved. Upshot - will be using Ontario, Orange County, or even LAX if I have to rent a car. Enterprise can and should do better with advocacy.
It can get quite congested at the Bob Hope Airport car rental stations in the morning, but the Enterprise crew are unfailingly friendly, efficient and speedy in getting me into my car and on my way. When I return the car they are upbeat and prompt in checking me in and getting me on my way to the terminal. Really outstanding.
I booked a rental car a week in advance through AAA while planning a road trip from L.A. to Sequoia National Park with this Enterprise. I told the representative on the phone that I would be paying with a debit card, and he informed me that they would require a deposit when using a debit card, and I told him that would be fine. I also called the day before I was scheduled to pick up the car to confirm this information.The day of the trip, I took the bus to the location since it is only a few miles from where I live, and they told me on the phone that they dont provide a pick-up service. Before leaving for the office, I tried numerous times to call to confirm that what I needed to bring, but they never answered their phone, even though their machine indicated they should be open and available for business. When I arrived the clerk told me that they couldnt accept a debit card because they only accept credit cards. When I told her I had booked the car in advance and indicated method of payment she just repeated that she couldnt take debit cards. And to make matters worse, as I was leaving, the male clerk standing next to her added a snide, Its on the website.Anyway, I ended up going to Avis, which is actually located inside the Burbank airport. They were very helpful and even gave me an SUV for the price of a sedan.
Was rented a car, that made a terrible noise when we got on the freeway. We discovered the weather stripping around the windshield was not secure.When we returned the car, she asked how it was. We told her about the weatherstripping and she said “I can give you a discount if 5 or 10 percent, or a free upgrade” I said, we’ll take the 10 percent. And she said “I can’t give you 10, only 5...” why did she offer 10?! She then told us, that we’d have to wait for her to check in the cars that had arrived after us, before she’d give us the 5 percent.Pretty poorly handled.
Decent experience, but I docked two stars for the following:(a) I did everything I was supposed to do to get my car quickly - checked-in at the kiosk, gave it all my info, and grabbed the printed sheet. I expected to go right down to my car. No, instead I had to wait in line behind people who were doing a full check-in. Why did I bother going to the kiosk first? Isnt that supposed to SAVE time?(b) This is my second car in a row from this rental agency where the insides of the windows were filthy. I could barely see out the front windshield in the sun. Seems to be a pattern. Rest of the car was clean.The previous time I did a rental, they accused me of the ding in the door, which was fully photographed and documented when I picked the car up. Check your own records before you accuse a customer!
Best location to rent from. In n out within 15 minutes with an online reservation. Very nice upgrade! Returning was a breeze even after forgetting to fill up gas in a rush to pick up my vehicle that was repaired at the dealership. DEFINITELY returning to this location for future rentals!!
Like every other time I have dealt with Enterprise their staff was very friendly, the car was clean and ready to go. This location is a little confusing to get to if you did not come off of a plane but it they are still great.
I have found that Enterprise can be relied upon for great service and this occasion was no different. When weather affected my trave plans I needed to return the car to LAX instead of Burbank. A quick call to Burbank Enterprise and thechange was arranged with no extra charge. Fortunately, I remembered the agents name, because when I returned the car I was almost overcharged due to the return change. Christine at LAX Enterprise recognized the name of the agent I had spoken to in Burbank, and made the correction without protest and without additional charges.Enterprise will continue to be my go-to auto rental company!
Horrible experience all around, no manager on property... assistant manager was rude to a level I didn’t think possible with a company like enterprise , politely asked for an upgrade due to my platinum status with the company , she rudely denied it, I asked to speak to a manager.. then all of a sudden she refused to honor my rental because according to her I was being rude, I was already late for the rehearsal of my sisters wedding ,she then stated that I should leave or that she would call the police , I truly couldn’t believe that this was happening,I then Informed her that i was going to wait for the officials to file a report at this point after about 90 minutes of waiting and the worst customer service experience of my life she stated that she would honor my rental and that the police wasn’t necessary, I have never experienced this behavior in 10+ years of business with this company , again I’m a platinum member with enterprise after this experience it will be my last time renting with the company I will also be reporting my issues of discrimination to the BBB , beware of this location!!! With this said I’ve never had a bad experience with enterprise this seems to be isolated to this location but for me it was enough!
Very disappointed, Enterprise over charged me at least 50 percent more than the other car rentals. When I heard about this (through my brother in law when comparing costs; he had same reservation with someone else) I called Enterprise. They were rude, non empathetic and very condescending on their response. Very unfortunate because I have been a loyal customer for many years.
Reserving the car online was super simple and the price was the best of all the local companies. The car was great, and check out was a breeze. Drive up, have the attendant print out a receipt, and off to the airport. Great experience!
Great customer service, and quick. Always a good experience with Enterprise. Last month we visited the east coast with my husbands family and used another rental company which was a huge mistake - they were extremely rude, I will always spend a little extra for better and friendlier service but in this case it was also more expensive.
One way from Burbank airport in CA to Cave Creek in AZ. Everything was as easy as possible, a quality car, a helpful person at the pick up site. The same friendly style at the drop off. Just what we want when we rent a car, which by the way was very clean.
The reps were courteous and prompt, providing a pleasant experience. However, what soured my experience was the apathetic and indifferent treatment i received following my returning of the vehicle. I left a cell phone in the passenger door and began calling 12 hours after returning the car and on e a day for 3/4 days until i gave up. They could not wait to get me out of their collective hairs soon enough. The phone was stolen!
Staff gets a 5 star, but this is your typical California Enterprise where they are forced to randomly asked you for a second ID, your employment (not conducive to self employed or free lance), and some other random proof of rental that you are not notified before your reservation that you are to present and is not in any known written policy. Elite status again means nothing to Enterprise, as I was put in a 2016 Nissan Rogue with stains everywhere, no warning or safety features that are so needed in LA, and 32000 miles of abuse that was shown by the terrible wheel alignment.
Made the mistake of doing a walk-in rental and paid a premium at the Bob HOpe Airport for a weekend stay. I specifically told the agent when I would be dropping off the car since I didnt want to be charged for three days of rental when I would technically be using the car for six hours on the third day. I would have just dropped off the car at the end of the second day. I was assured it would not be a three day rental.I was escorted to the parking lot with the agent and he made this exact comment, Since you walked in and didnt have a reservation my manager said we will give you the damage and collision insurance for free. He said they do this because they know we pay a premium for a walk-in.Upon my return, I was charged for three days. I was charged for three days of the BS insurance also. The 180.00 fee I had agreed to suddenly became 380.00 ish. What a scam. Thankfully, the agent working at 4PM on Sunday 4/9/17 did everything he could to reduce the fees and actually got it down to 207.00. I still feel foolish for having listened to the first agent at pick-up and for being lied to by the only rental car company i have trusted w my business for the last ten years.
Ive been using Enterprise 1989, and have always had a great experience with them.On my recent trip to Burbank, the staff at the Bob Hope Airport were great. The Altima, that I rented, was perfect. Check-in and check-out went smoothly and without delay. Great job.
Disappointed that car was not ready when I arrived, since I had made reservation weeks in advance. Agent tried to upsell me to more expensive car, then somewhat reluctantly went off to find the car type I had reserved. Not typical of Enterprise, but bothersome.
Quick and easy. One thing, it was not called to our attention that the radio service Sirus would be billed to our car when we initialed off to receive the vehicle. We did not want, nor did we use the service. We were surprised by the fee after we returned the car. The Sirus service was not discussed in either the arranging of the vehicle, nor at the pick-up point at the airport.
The back windows of my rental car did not roll up. I called the Burbank store and the staff found someone who used to own that model and they solved the. Problem on the phone! But if it did not work they would have switched the car for another ! Great service!
The van was not ready on time - they had to change the oil - I came back twice to get the van, and it still wasnt ready. Then a seatbelt didnt work, and they offered very minimal compensation for the inconvenience and problems.
Customer service was great. However,they werent able to process a credit card with a chip. The magnetic strip on my credit card was not working so I wasnt able to rent the car. I had taken an uber to the location. The attendant suggessted I go to tge enterprise at the airport because they could rent with a debit card there. VERY inconvenient.
Pick up and drop off were super fast and efficient. The car I had was way better than I expected for the price I am paying. Only thing is the upselling techniques they are using. Do not push people to purchase your extra services. Otherwise, great customer service and awesome prices & deals!
The folks there are very nice. The cars are typical rentals. They clean them well. HOWEVER . . . the windshield and windows are almost always spotty and grossly covered in film. You cant always notice it at first, but come night time the clarity of seeing (especially the rear window) is seriously diminished. I have to ask them to wipe it down. This is not uncommon in rentals, but since Enterprise asked my opinion here it is.
John at BUR airport was great! Helped us with our bags, friendly and professional. Its because of people like John, we keep returning to Enterprise. Thank you for exceptional service.
I was told over the phone that there wasnt a charge for dropping off at a different airport. When I went to check out, the price was $150 different. There isnt a fee to drop off, but you rent at a different rate. When I tried to talk to agent they told me there was nothing they could do. Finally a manager helped, but even then, they had to fix it at the other location. Wont rent from them again...
Enterprise is my go to rental car company. People are courteous and helpful. They are prompt to help you check in your car on the spot. Rates are reasonable and cars are like new. Im a loyal customer!
This location would not give us a ride home when we were stranded there. I rented a car from here, all heavily packed and ready to head to my vacation site in the rental car, but unfortunately, this location would not let me use the car I reserved because I had a debit card. This location only accepts debit card payments when youre taking a flight with an itinerary at the airport nearby. I was not taking a flight. When I booked a rental car with this location, the representative I spoke to did not let me know that debit cards had this restriction. So, I could not get the rental car. I had to travel far to go back home without a car. I spoke to the manager and they would not drive me back home or give me a car for free or anything! I had to take a uber back home and pay a total of 51$. This location refused to even refund my Uber charges roundtrip. This was very frustrating and inconvenient for me.
I didnt plan to review but I got an email asking for it. First impression : the confirmation said they were right on the concourse but its a looooong way. The agent worked really hard to up sell me on an Audi. Also pushed unnecessary insurance a little hard. I packed my stuff and headed out. At the exit I had to show my receipt and ID so had to unpack that. I wish the guy had mentioned I would need that in a minute.Return of course is the looooong slog back.Other than that....it was fine.
I had reserved a car through Southwest Airlines. the reservation needed to be changed and I tried to do this throught the airline. The airline stated that it was taken care of. when i got to the rental at the airport they only had the cancellation and no reserved car. they took care of me and gave me near the rate that was originally promised by the airline. The only thing missing is that I was hurried when cheking in and asked that my receipt be emailed to me, but I have not received the receipt.
Loved everything about Enterprise, not so much with the airport. You have to walk about 1/2 mile from the terminal to the rentals. The person at the counter was friendly and helpful, even when the computer malfunctioned. She immediately took us to another place to finish the check out process.
Despite some initial mix ups switching from a car I reserved for family to their name, the staff corrected the problem and the rented vehicle met our needs very well. I have rented from Enterprise since their first little agency opened in Beverly Hills almost 50 years ago and have always been satisfied.
I rented a car for my wife,she said when she got to airport there was no shuttle bus and she had to walk about a mile to get to the rental counter. She could no believe there was no bus, it was a long walk and she had 3 bags and one was very heavy. she also has a bad back and she was hurting by the time she got there. This is terrible that a rental company makes you walk that far. Enterprise needs to do something about this. SHE WILL NEVER RENT A CAR AT BURBANK AGAIN TILL THEY GET THIS FIXED. She said she will fly to LAX from know on to rent cars. I have always rented my car from Enterprise and never had any problems there was always a shuttle bus.
Very easy to rent a car at this location. You get to pick your car out of numerous choices. Easy to exit the facility. Bob Hope is a great airport to fly into. A bit of a walk from the terminal, but the rental process could not have been easier.
Great experience as this was my second reservation at the Burbank airport. Very professional, clean options and choice of vehicle. I will certainly use their service again.
Enterprise made my trip so stress free! They are very near the Bob Hope Airport (BUR) in Burbank. They are efficient and know how to move people through the line. Upon return Sunday morning, someone had not made it in on time and the gate was locked. However, the agent and her assistant stood out on the sidewalk and took those returning cars to the airport personally so that no one was later. Now THATS SERVICE! Thanks, Enterprise.
If I could give it negative stars I would. This is yet another time when I left something in my car and I hear Im sorry sir, we didnt find anything in the car once you turned it in. Why cant these rental car agencies put up video surveillance to protect their customers from these den of thieves. Such an easy thing to do and incredibly cheap these days. This was at the Ontario, California airport. I should be compensated, but we all know that wont happen either.
Totally agree. The customer service is sooo poor in many ways. First of all, be prepared to pay coverage that you dont actually need. If you ask to decline that coverage, the manager becomes very angry without a reason. Enterprise is good, but this exact location HR management probably has some troubles that need attention. Moreover, Alicia, the Enterprise representative, after my request to cancel the Road Assistance that I dont need because I have my AAA coverage, spoiled my day with her angry face.Guys, you must provide great customer service. People come to LA for vacation, and your angry faces spoil EVERYTHING.I wish Alicia the same customer service when she will go on her vacation or to visit relatives somewhere.
I LOVE Enterpirise!!! No matter which State I am in, I get the same quality service, and I am always greeted with a smile and willingness to help! When I return the vehicle, they always want to know how my experience was.
Outstanding service, from the pick-up (Thanks, Kiera!) to support during the trip (locked the keys in the car - Thanks Vicky!) to dropping off the vehicle late at night. We are Enterprise corporate customers and big fans. Thanks, Team E!.
Ive been renting with Enterprise for over ten years whenever I needed to rent a car. They have many cars to pick from and many locations.
When I arrived at Enterprise (Burbank Airport) and was informed my rental SMALL TRUCK was out and that THEY were upgrading it a LARGE SUV made my experience and trip in SoCal amazing.Thank you, Enterprise Rental!
I would like it if your online reservation site was honest about the costs involved with a rental. Other than that I intend to use Enterprise for my next rental.My only other dissatisfaction is that although 2 keys are supplied with the car they are cabled together inseparably , WHY?
Everyone was friendly and efficient. Lost one start because none of the employees could answer the question clearly about whether it was better to get points through enterprise plus or emerald club. Seems like a small deal, but I fly and rent cars a lot and want to be able to benefit a little by using one company. It wasnt so much that they couldnt answer, but rather that they showed very little interest in helping me figure this out.
Been an Enterprise customer for 15 yrs. consistent service no matter which location I am using. This experience was true as well. Great service, short wait for the car, car is clean and in good condition.
I was pressed into a sudden work assignment that had me putting together travel arrangements for immediate travel. The process to get a vehicle with Enterprise was seamless. Reservations, arrival, return.... all went very well; no hiccups.
Ive been very satisfied each time I do business with Enterprise they are reliable and always happy to help if you ever run into any trouble or just have general questions.Theyve been there when Ive needed them so a definite thumps up from me!
My experience with Enterprise at the Burbank Airport was nothing but positive. No wait in line to pick up and a very short wait when I returned the vehicle. Everyone I interacted with was courteous, friendly, and professional.
You guys gave me excellent customer service and were so quick to get me in and out of there. The car selection was amazing and the car that I drove was nothing short of perfect. I will definitely rent from you guys again.
Always a great experience, picked-up brand new Kia Sportage in Burbank with drop-off in Las Vegas, no problems great prices, friendly helpful staff. Always a pleasure.Thanks Again Enterprise Team!!Treat Your Fellow Person(s)how you would like to be treated
Everyone at the Burbank Enterprise Rent A car is always so friendly and takes great care of me. I highly recommend going there, you won’t be disappointed. Excellent customer service!
The Burbank Airport Enterprise is by far my favorite location. Its easy to get in and out of and I am always greeted by friendly/helpful employees. They usually upgrade me for free - cant complain about that!
The kiosk is always exceptionally fast with great customer service. Returning a car is very fast and easy. They even sped up when I told them I was running late for a flight, sending me running off in the right direction.
Rented car for a week and experience was great, quality car, pickup and drop-off were quick, easy and professional. Long walk from airport terminal to pickup of the rental cars but all under cover. Would absolutely rent again.
Good access to the airport. You can get checked in at the airport, then it is simple to just grab your rental and go when you get to their facility. Friendly and helpful employees. And as with all Enterprise rentals good clean reliable vehicles.
Car rental pick-up was easy and fast at 6 am. I was out of there in 15 minutes. The return of the rental was equally fast at 4 pm. Great service!
Very easy process. I didnt have a reservation and it wasnt a problem. I was able to get into an upgraded vehicle during Easter Weekend within 15-20 minutes of approaching the reservation desk. Great customer service and friendly staff.
Enterprise is the only company I will rent from if I can help it.Customer service on pick up and return - second to noneCars availability - second to noneAdn since I prefer a certain type of car, I always ask and get it.Love Enterprise!
Car was excellent: personnel were great. 11:00 pm closing time was bad; flight was delayed and had to rent a taxi to get to hotel and to pick up the car the next day. Luckily I was not planning to drive a great distance after picking up the car.
Jesus, the Enterprise Representative who helped me; was very professional and did a great deal to send me on my way quickly. He made sure I was happy with the final decision and I was. Great experience!
Theyve always got the car ready for us, there are never long waits, and everyone there is super friendly. Enterprise is our current favorite car rental. Thumbs up!
These guys are fantastic. Really customer-focused. There is an absolute world of difference between this family-owned company and the other profit-focused car rental corporations out there. These guys are always the cheapest and friendliest. Highly recommend.
We have rented from here numerous times, and it is always a great experience. Fast and easy check in and check out process. We usually rent the Chevy Tahoes, and there always in great shape and fully loaded!!
Bad customer service. Called location after being charged for a full size car and drove a compact. The agent Janae (spelling) was Completely rude and told me it was my fault for not catching them overcharging me? The worst service I have received at an enterprise location. Disappointing
Always top notch. I booked a Dodge Challenger. They did not have one when I got there and gave me a Chevy Camaro Hemi no extra charge. Thanks again Enterprise!
We were greeted warmly and helped quickly with a nice upgrade to a premium car. The service was 100% perfect and we could not have asked for better customer care.
I think Enterprise rentals are the greatest! Such good service!!! Prices are good, too. I dont even bother looking to rent cars from any other agency.
You were shorthanded at the airport when I came to pick up the car. I was third in line and so I had to wait while a single agent was trying to get everyone in their cars. He was doing a good job but just overloaded. The car was fine and all went well at turn in.
Checking in to pick up the car via the electronic kiosk was quick and easy. And we were given a very nice car. Dropping the car off took no time at all!
The car was super dirty, there was not enough sales people to help you, & there is usually complimentary shuttle pick up & drop off, but not here. HOWEVER, they do have a late night drop off, which is kind of convenient. But itll take you forever just to figure out how to get INTO the parking structure.
Rented a 4 Runner for a trip to AZ for one week. Great service at Enterprise Burbank Airport. Nice people. Never a problem. I would use again.
I called with a rental voucher and the agent said that all airport locations dont take vouchers. I had to wait until the next day to go to another location. I asked Enterpise if this was correct that the airport could not take my voucher. This was incorrect. What is the policy?
Never use this agent or location. If you actually need to contact this location, you will never be able to. They redirect your call to various corporate offices that are not helpful. They tell you wrong information. They say they will call you back and never do. Avoid this location and agency. Their customer service is atrocious. I spent 6 hours of my day on the phone and still have not talked to anyone at that location.
Driving cars is essential nowadays, so driving the E85 powered GMC Limited Edition custom V12 engine truck was a great edition to operating new tech trucks. The Cadillac Escalade had sufficient horse power and instruments that were classic in the Obama caravans when he was inaugurated. The Maserati Levante Trofeo had even more efficiency and horsepower! So my brother and I had the best time testing the quality of its constructed superstructure that qualified it as a super car made in Marenelo, Italy at the Ferrari factory. No wonder it was fast. Good company with good values for families and businesses.
My experience at Bob Hope airport has always been stellar. This time I left my cell phone in the Caras had to trek all the way back to where I originally turned in the car. At Bob Hope quite a distance. Once I retrieved it they offered to drive me back to the airport. Certainly above and beyond. Thank you.
Car was great. Service was even better! Our service provider Eva was particularly helpful finding us the right vehicle for our trip. Felt like a friend was answering all our needs. Thanks very much!
Really easy to get in a car here. Enterprise employees are always friendly and helpful, I love renting from them! Thanks to Lior at this location for his help and local recommendations in LA!
Enterprise just asked me to review them after my recent contact with them. In this email I pointed out that after I made a reservation no one could find it. I was out of town had to log on to email etc etc. not convenient. Seems like my first and last name were switched. No big deal I tried to update the profile. Not possible, so I contact them and say they will take care of it. Guess how they email me to ask how they did?? DUH!! I suppose at this point it doest matter since I know why their system doesnt work but still.....
The service was great and the Pacifica I rented was in great shape and easy to drive.
We missed a flight connection so flew to Burbank where a very friendly and efficient staff sent us on our way home to Santa Barbara! We won’t use anything but Enterprise for rental cars!
The absolute worst experience one could imagine! Out of the 5 employees at the OHare branch where I returned my car, none were competent and all provided extremely poor customer service.
Everything went smoothly. Car was excellent and cheap. Staff was very helpful, even helped program my phone to get me to my destination! Enterprise is my first choice.
Vicky is an amazing hard working kind person.We lost the keys to our rental and she set us up in another rental fast and easy long story shortShe took care of everything and didn’t let us worryShe is exceptionally kind and I can’t believe someone like her works thereShe should get a raiseAwesome woman
Checkout was fast and efficient, and the employees were friendly and helpful. We use Enterprise for most of our business when I travel because they have great customer service and competitive rates.
I have used this company twice and I have not had any problems, otherwise they have helped me with the rental of the vehicle, for my part I am satisfied with the service and the vehicles that I have used
Everyone is friendly and helpful. The car I requested was available when I went to pick up and was clean. Pick up and return was very easy and quick.
I paid for a SUV and I got free upgrade and it was so good to have a clean Range Rover and staff was very friendly and helpful. Thank you so so much.
4.1 (199 comments)
Review №1
2022-04-11We rented a van since we had seven people in our group. It was ready for us when we arrived. It was clean and fuel tank full. The personnel were extremely helpful. The only thing that caused a four star rating was the step up that was required to get into the back of the van. Nearly impossible for a senior citizen to make. Actually purchased a small step at a local big box store. Return was very easy.
Review №2
2021-12-14Excellent service. Great Customer service as well both on the phone and in person. After a flight delay, I needed to change my pickup time. I used their customer service number and the operator was pleasant and attentive to my needs. When we arrived at Burbank Airport everything was ready and I once again received excellent service. My agent was super supportive, knowledgeable and was able to answer all my questions, helped me to use Apple Play in the car for directions to my hotel. When I returned the car once again everything went smoothly.
Review №3
2022-04-19Great experience. Fast and easy. Their computer system was down when we flew in and they didn’t miss a beat. I pre-paid for fuel and ended up only using a quarter of a tank and they kindly agreed to refund a portion of my gas. I have been renting from Enterprise for many years and always do the right things when even the smallest snafu happens.
Review №4
2022-06-22This was the easiest car rental experience. They give ALL fees up front when you rent the car. Upon my arrival an employee walked to to the lot. Let me pick from a few cars scanned it and in 5 minutes, I was on my way! The return was just as easy. Best experience I’ve had.
Review №5
2022-06-09Very quick and easy to pick up and drop off my Enterprise car. I had an issue with my credit card when first picking up the car, but when I returned the car I spoke with representative Ivy and she was able to help me quickly, and with a smile, by transferring the charges to my company account. No issues with the car or service, very pleased!
Review №6
2022-05-24Great experience. They didn’t have the car I reserved, which somehow is way to common with car rentals. However, Enterprise still gave me a nice car and also refunded the entire cost of the rental. They were kind, transparent, and communicative during the whole process.
Review №7
2022-06-15I would have given 5 stars, because their service is always great, but the car we rented wasnt available. We rented a Polstar because we wanted a fully electric car. When we arrived at the airport, they said they didnt have one. We were given a gas car. A very nice one, but gas, which we didnt want. When it came time to leave, we were running late, so I called and told them I didnt have time to fill the tank, PLUS its VERY expensive to do so and thats another reason we wanted electric. I told them I didnt expect to pay for the very expensive gas and would like it deducted from my bill. ($7/gallon as of the day I rented). They were kind enough to mark the tank as full, and I didnt have to pay anything for the gas we used, or to fill up the tank.. SO, Im satisfied with the outcome. They have always given me good customer service, so I will continue to use Enterprise.
Review №8
2022-04-13Enterprise - Burbank.I was able to pick up the vehicle very quick. The car drove great.The only problem, I did not check the mileage prior to leaving the car rental location because when I returned, the computers were down and I could not get a receipt. I received my receipt via email and it showed Id driven 199 miles. I drove from the airport to my destination off Wilshire Blvd and returned to the airport to return the vehicle. The total miles should not have been over 30 miles total - I followed the directions of the GPS on my phone.
Review №9
2022-05-26Angel at the Burbank airport made my rental car experience a breeze. He was friendly, helpful, informative about things in the area that we may want to check out. He also knew we wanted to get moving, so did not delay in getting the contract completed and ready for us to exit in a timely manner.
Review №10
2022-06-21Renting out of the Burbank airport was wonderful. Zac did a phenomenal job finding me the right car. Wi definitely fly into Burbank again and use Enterprise as my rental car company of choice.