Cons: These folks are probably acceptable as long as everything goes alright. We were unfortunate enough to get into a pretty bad accident on 22 coming into San Juan. We had the police officer's report and Enterprise was able to easily obtain the accident report from the local police that exonerated us from any fault in the accident. After making 17 phone calls (often being told that we would get a call back and never receiving one) and 3 hours on the side of road waiting for someone to dispatch a tow truck, the car was finally loaded up and taken off of the side of the road. Mind you, this wasn't just waiting on the tow truck to get there. After someone from enterprise finally called the tow company, it was only a half hour or so until they arrived to get the car. Even though we paid the extra for roadside assistance that would cover a tow, it simply took them this long to call for the tow. After another hour and a half was spend in the local office, we were told that it is their policy to not rent cars to anyone after things like this happen. As crazy as that policy sounds, I could accept it if we were told that up front. Instead, we spent over six hours of our vacation standing on the side of the road, in transit between the accident site and standing in their office before anyone would tell us this. Their explanation was "we like to tell the customer face-to-face when we have to implement this policy". To me, this translates to "we just want to make sure we get all of the money from these folks before we tell them we have to cancel their contract with us and leave them on the street. The accident occurred at 9:07am and wasn't resolved until after 3:30 in the afternoon. We ended up having to get a taxi back to the airport (they wouldn't even give us a ride) to get another rental car for the day. In every sense of the words, they left us on the street for something that we didn't cause and we had the police report to prove it.
23 Dec 2016
Great car, fast service, but location of office a
Pros: Great car, very clean, fast service at pickup and dropoff.
Cons: Location of the office is tucked away in a hard-to-find location (if you've just landed in the city and dont know it).
26 Dec 2016
Pros: What a great car rental experience! Very friendly staff. Josue was very resourceful and took the time to explain all of the different insurance options and was not pushy when it came to picking one. He also took his time when expecting the car. He looked for every scratch, making sure it was all documented before I drove off with the car.
31 Dec 2016
Pros: On Dec 25 (Christmas Morning) Enterprise called me to confirm my rental. Afrer talking to them and telling them where I was staying, they were like "Great, see you tomorrow. So, I show up @ 0800 to get my car, and they weren't open like they said they would be. After I called, they said hold up and opened their window. I proceed to the window with DL, CC, and Insurance in hand, the lady says, I'm sorry, but we have no cars. I was like, I made a reservation a month ago and got a call yesterday to confirm my car would be available. The lady apologized again and said sorry. I explained that I had stuff planned and tours booked already based upon me getting a car at 0800. She said there is nothing she could do, they had no cars available. So, I walked back to my hotel to figure out what I could do. After looking online and seeing there were no cars anywhere in my area or surrounding areas, I decided to uber it to the Bacardi History tour. As the Uber passed the Enterprise, I got a phone call and said they had a car for me to rent. So, my family and I show up and I talk to Eduardo (who was awesome during the whole nightmare) and he told me they had a car that was 30 mins away with another company and he was going to take me to the car. I asked if it was going to be the same price and he said yes. We show up at the other company and they told me it was going to be $836 (vs the $215 I was supposed to pay. I looked at Eduardo and he said the manager was about to call and talk to them. The manager called and talked to them and they said they were going to cover the cost, that I had to pay the $800 now and they would cut me a check. The manager called and told me numerous times that I would get my check for the difference. Luckily, I had a CC with the amount, but, it cut into my spending for my trip. Not blaming the Employees or location but, it was pretty upsetting and started our family vacation on a bad note. Rita and Eduardo did an awesome job to try to fix our issue, they knew they didn't have a car when they called the day before and when I made the reservation...I could've made my reservation with someone else. Overall a bad experience even though it was corrected, still cost me $600 more than expected, when I could've had more money for family entertainment.
1 Jan 2017
They were overbooked & had NO car available.
Cons: When we arrived there was a long line and they told EVERYONE, sorry we have no cars. Maybe in a few hours. Check back. We were in an air BnB that was already rented so we had nowhere to put our luggage. We were in a tourist area and ran around to several other car rental places. Finally, after about 2 hours and by paying $350 MORE we were able to rent a tiny Ford Fiesta for five full-grown adults. Yes, it got us where we needed to go, but it was massively uncomfortable. Hoping Enterprise or Kayak will do something to right this situation.
2 Jan 2017
Schedules for 5:00 pickup, closed at 5:05
Pros: The site should not allow me to schedule a 5:00 pickup if the store closes at 5:00. I called at 4:30 to say I would be a few minutes late due to traffic. The lady said she was leaving at 5:00 and would not wait for me. Sure enough I arrived at 5:05 and the store was closed. Unacceptable!
2 Jan 2017
No car available for pickup even though it was boo
Pros: Once staff realized that they didn't have my car available... they were very apologetic and diligently located one at another location and had it driven over for me.
Cons: Ended up waiting around for almost 45 minutes until a car was located and driven over to the location for me. Fortunately, I wasn't in a hurry but was disappointed for the wait.
The drop off location at the airport could be better marked.
3 Jan 2017
Pros: It was a good price. The service was great. I used the car a lot, everyday, I didn't have an issue. The process of picking up the car took a while, like an hour, that was a bit annoying but overall Iam happy.
5 Jan 2017
Very rude employee
Pros: Fast service, cleanness of car, price enterprice is awsome but employee that attend me got to go very very poor customer service
Cons: Very rude employee, poor car quality, had the tire light on and then the employee was more rude
9 Jan 2017
Pros: Ability to change my rented vehicle without any issues.
Pros: Car was fine - though had lots of previous aesthetic damage
Cons: Many last minute charges. Our rental price increased by 66% once you account for the hidden fees. Service was mediocre too. Find another company.
28 Nov 2016
Pros: Great service from team
12 Dec 2016
They are horrible
Cons: The customer service is horrible. I called to tell them that my bank needs a fax with the Info in order for them to release my 250$ hold they were rude by saying that they don't do that that the bank takes 2 to. 3. Days to process reimbursement t. They haven't even emailed me the receipt for rental since I had to drop off at parking lot because they open at 8 and I was flying out before they time