overall just terrible , they never answer their office phones. 30 min wait and still holding. Reps…read moreare rude and make it seem like you are wasting their time . Booking with enterprise use to be easy now its a big pain

Avoid this Enterprise location - blatant disregard for ADA service animal rights…read moreWe recently rented from the Enterprise on Zaragoza in El Paso, TX and had a nightmare experience that ended with them threatening to withhold our security deposit because of dog hair from our legitimate service dog. We informed the staff multiple times before and during the rental that we had a service dog that is medically necessary and fully protected under the Americans with Disabilities Act (ADA). Despite this, upon return they inspected the vehicle and immediately threatened to keep our deposit "due to the amount of dog hair." They were rude, dismissive, and clearly unprepared to handle service animals. Let me be clear: The ADA does not allow businesses to discriminate against service dogs based on shedding, hair, or "amount of mess." Service dogs are working animals, and some breeds/types shed more than others. The law protects our right to use them without penalty. Threatening customers with financial penalties for a protected medical accommodation is unacceptable and potentially illegal. This experience left us stressed, disrespected, and concerned about how this location treats other customers with disabilities. Enterprise as a company needs to do much better training on ADA compliance. We will not be renting from this location again and strongly recommend others avoid it as well. If you have a service animal, go somewhere else that actually respects the law.

I reserved a rental car from Alamo....going from El Paso to Albuquerque. At the El Paso airport, I…read moredidn't have to stand in any line because I was contacted beforehand with the option to do it online. I did get my, clean and new, rental car from an attendant and was on my way very quickly. Fastest I have every received a rental car.

I followed up with the information from Chris R. and was pleasantly surprised to be offered an…read moreadditional refund. I wish it had been that easy when we first tried, but a I do feel the Alamo has made it right.

As other reviewers have stated, I was also apprehensive to rent a vehicle from this location given…read morethe negative reviews here and elsewhere (never been a fan of Hertz overall anyway). However, your options are limited in a town this size. Would I rent from Hertz again (this location included of course)? Um NO! Why not? I made a reservation for some kind of "truck" for 2 weeks (I know they all say "or similar," perhaps sir would like a turnip truck) about 2 months in advance and I get a call the day before my rental with some kind of song and dance about there are no trucks in the area and they have to give me something else. Ok... I guess they don't know how reservations are supposed to work. I reserved what I reserved for a purpose... When I explained my concern/frustration with the personnel at this location they gave me (empty) promises on how they could fix this. They would call me when trucks come back. HA as if... Never called. When I contacted Hertz corporate they didn't seem to care and referred me back to this location. Great customer service all around. NOT! In the end, the SUV I did get I made work for me and served the purpose I had in mind.

To improve, they need to learn how to communicate, keep to the schedule, deliver their cars when…read morepromised and deliver clean cars. This place could easily be mistaken for Rent-a-Wreck. I spent 5 days on the phone trying to contact them to return a vehicle. When there were enroute to pick up this vehicle, two of the staff continued to shout over the phone at me. All I wanted to do was to give them detailed directions how to find my location. They couldn't let me finish a sentence. They were completely unprofessional. I will not be using their service again.

Have never had a worst experience. I am in Enterprise car for almost 4 months now. Multiple issues…read morewith cars, had to exchange them 5 times. Normally it is not an issue except this location. local managers in this branch are a complete disgrace. Had to escalate every time I came into the location. On multiple occasions, the escalation team assured me that a local area manager would contact me. Only once did a manager actually call. She promised that a vehicle would be reserved for me at a specific location in Las Cruces, NM. When I arrived, there was no reservation. The local manager told me she had no vehicle available and initially brushed off the issue. After I was able to get her to contact the person I had spoken with, I was ultimately placed in a Toyota Camry, despite the explicit assurance that an SUV would be waiting for me. I drove approximately an hour to that location based on Enterprise's assurance. That experience made it very difficult for me to trust subsequent promises from area managers. More recently, I picked up an SUV in Austin. Unfortunately, after only a few hours of driving, the vehicle experienced a mechanical failure. I was somehow able to drive it to the nearest Enterprise location, approximately 355 miles away. That location was in El Paso, TX, and I was told that they had nothing else available, so I was given a minivan. This was despite there being what appeared to be hundreds of vehicles on the lot. The following morning, I called the Las Cruces location and spoke with an agent who told me that she had submitted a request for my vehicle exchange. I specifically asked whether I needed to call the location again before coming in. I was told that this was not necessary. I therefore drove to Las Cruces again--another approximately three-hour round trip--based on the information provided to me by Enterprise. When I arrived, the local manager immediately told me that she had no vehicles available. When I explained that I had been told a vehicle would be available and that I had driven a considerable distance based on that assurance, she told me, and I quote, "You did not speak to anyone on my team, and I can't be responsible for the promises the remote customer service agents make." I was taken aback by that response. I explained that I had come to the branch specifically because an Enterprise representative had instructed me to do so. The manager became visibly annoyed and abruptly told me that there was nothing she could or would do for me, that I needed to contact the central customer support line, and that she was "tired of their mistakes." I am genuinely confused by these experiences. As a customer, am I really expected to understand or resolve internal communication problems between local Enterprise branches and Enterprise's central customer service or escalation teams? Even if there are internal disagreements or communication failures, how can that reasonably become the customer's responsibility? I followed the instructions given to me by Enterprise representatives. I drove for hours to the branch, only to be told that the branch would not honor what I had been promised and that the local manager was not responsible for what Enterprise's customer service representatives had told me. This latest incident cost me approximately three hours of travel time and required me to cancel patient hours at the hospital. More importantly, I was treated in a manner that I found dismissive and, frankly, insulting. What is most frustrating is that, despite repeatedly explaining these issues through the appropriate customer service and escalation channels, I have yet to see anyone take ownership of the problem. I understand that vehicles become unavailable and that mistakes happen. What I find unacceptable is being repeatedly given specific assurances by Enterprise representatives, making significant efforts and travel based on those assurances, and then being told at the branch that those promises are not the branch's responsibility.

Amazing customer service and support from juju and Wayne and the whole airport team from…read moreAlbuquerque also gave me a easy pick and drop off - highly recommend

Couldn't have been a smoother experience! I rent with Enterprise pretty frequently and generally…read morealways have a great experience. However, I must admit that this has probably been my most easiest and painless Enterprise rental car experience yet! It's mainly due to the fact that it's located in the El Paso airport which is conveniently uncrowded, but the customer service here is excellent as well. I was able to easily navigate to their kiosk right after I landed. It's conveniently located right inside of the airport, so no shuttles or long walks needed. Super easy to find! There were no lines and I was able to walk right up to the counter to check-in. Checking in was a breeze and the associate at the counter was super helpful. When it came time to choose a vehicle, the process was super easy. I chose a Nissan Rogue for my national park excursions, and I had no issues with the vehicle during my trip. Returning the vehicle was a breeze, and Anessa was very warm and welcoming. I mean, if painless could be defined with a rental car experience, THIS would be it. This is why I will forever be loyal to Enterprise. Always great service and overall experiences. Sending a huge thank you to the ELP Enterprise team for making my experience an enjoyable one!

Great service as always. I have used Enterprise for years and they offer many different types of…read morevehicles to rent.

It's a budget car rental, but the guy working the desk knew what he was doing and was helpful AF!…read moreEven went as far as pulling the vehicle around for me. Just be sure to honor your set appointment (5-10 min prior) & he will not give you any troubles.

The website says they pick up but when I called to confirm, the man on the phone said they don't…read more The office is literally just a desk in a hotel room that smells like mold and rotting carpet. They wouldnt honour my corporate discount because they said they were just a franchise and not a corporate office so they had a completely different system. I came to this place because it had the highest rating of all the Budget Car Rentals near me but if this is the kind of things I can expect from the highest rated location in El Paso, I can't imagine the shit shows that go on at the other locations. However, it was the cheapest rental car I've even gotten even without my discount so of you don't mind sketchy 'franchises' that stink of rot and need a cheap ride, this is the place for you.

Enterprise Car Rental Dispute…read more I am a long-time Enterprise customer. After driving away from the lot, I noticed that the gas tank was not full. I called them, and they said just return the car with the same level of gas. How would I know how much gas needed to bring it to the "same level" when i am at the gas pump? Very shady and unprofessional! After over two weeks of rental from an insurance claim, they charged me for a complete detail for $222.50. I own a husky, and admittedly, there was some dog hair that a good vacuum would solve. I was willing to give them the $50 cleaning deposit for the vacuum, but they insisted on a complete detail job where is not necessary. I feel they don't want to clean their cars between customers, just use any flimsy excuse to charge the customers. These people are crooks! I will never rent from them again. I am disputing this charge with my credit card company now; what a huge hassle.

Booked two weeks in advance. Over $1000 for the rental. Called in the morning to confirm and no…read moreproblem. while in flight they called to say they not only don't have my reserved car but any car at all. We had traveled seven states away to be stranded. Thank the gods Avis saved the day.

This place feels like a scam. I made a reservation 10 days in advance for a 12:00 pm pick up. I…read morecalled a few days in advance to confirm they would have the car I reserved (7 pax SUV) and was told by Joselyn "I don't know, I don't have one now, you have to call the day before". Eek, so I call the day before and am told "not sure, we have a minivan but sometimes the airport brings us cars. Call tomorrow". Ugh. I call the morning of my reservation (9:00 am) no answer. I try again at 11:30 am, no answer. I decide to drive to the store. Closed. No one there. No drop box, nothing. At no point did anyone in the store tell me "we close earlier than advertised so come early for your car" even though I called multiple times to confirm and ask questions. It's As a years long Avis preferred member, I'm in shock and of course scrambling for a same-day solution. I would avoid this location at all costs.

We rented a car for a cross country trip. Took the no frills Ford Focus. We were upgraded to a…read moreJetta. The car was new, had a roomy trunk, and great air conditioning, plus a dock for the I-Pod. We pre-paid on a credit card and got a considerable discount, and if one rents at a location other than the airport, no tourist tax. Our concierge, Mr. Romero, did not urge the extra insurance on us or any of the extras. We really appreciated that. Next long trip we might consider the Sirius Radio. Our phones provided the GPS, but I can see where that might be handy. Avis offers an AARP discount too. We returned the car a few hours early and received a credit. Renting from Avis was easy. I loved that I could rent close to my home, and didn't have to go to the airport. Will I rent from them again. Yes.