Enterprise Rent-A-Car — Local services in Burbank

When you rent from enterprise and things go wrong they really go wrong. There are systematic problems with this location and they need to get their act together. If you value the life of your family/loved-ones or whoever you are driving, DO NOT BOOK AT THIS ENTERPRISE LOCATION.

I rented a minivan to take my entire family out for Thanksgiving week since I was back in LA. When I got to the airport and picked up the van, the first problem we encountered was when we went on the freeway. Once the car hit 60 mph, it started violently shaking side to side and I wasn't able to fully control the steering wheel and could have crashed into other cars on the freeway. My best guess was that either the suspension components were completely worn out or there was alignment issues. We had to come back to Enterprise to return it because it was too dangerous to drive.

They gave us another minivan, the same model but different year. I would love to say that the problem was resolved after that but unfortunately not.

The next day while driving the minivan, I abruptly got a check engine light and a dashboard notice telling me the van was going to stop immediately. I am grateful that I was driving on a local street and not the freeway when this happened. The car completely bricked on the spot after the dashboard notice.

We had to contact Enterprise support and we were told that we needed to tow the car to LAX and mind you, this was the day before Thanksgiving and there wasn't many tow drivers available. They told us we would have to likely wait 3 hours for a tow. We had AAA and called for a tow and paid money out of pocket because Enterprise would not allow us to tow the broken minivan to Burbank Airport which was closer to where the car broke down.

That night I went back to Enterprise to ask for a refund which was given to me and the manager told me he would investigate the issue. I also asked for reimbursement for my reservation and also reimbursement for the extra towing fees and uber that I needed to order. He said he would submit a claim to corporate.

It took a couple of weeks to hear back from him and I actually had to call Enterprise support to get help on this issue and for them to call me back on the status of my reservation reimbursement. He talked to me on the phone and asked me for my mailing address and assured me that I would receive a check in the mail for the additional reimbursement for towing and uber. It has been more than 2 months, multiple calls to Enterprise support, and I have not received anything in the mail. Enterprise support hasn't been able to confirm with me that a check was actually sent out. Don't know why the manager would call me and tell me he's mailing a check and not send it out.

tldr: I rented a minivan from this location. The first minivan I had was inoperable and unfit to drive on the freeway. The second minivan died completely on the street and had to be towed. There's clear systematic issues when you rent cars from here only to have them break down multiple times. Manager tried to do good by offering to reimburse me for additional costs of having to deal with this complete fiasco with towing and uber. Manager went against his word and it's been two months since I haven't received a check in the mail and no communication on their end. Leaving this review to help other people avoid renting cars from this branch. IT'S NOT WORTH IT; they may be cheaper but I can see why they are cheaper (probably skimping out on mechanics and car...

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 wasn't 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 couldn't 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 wasn't 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 couldn't 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 didn't 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...

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...