I do NOT recommend that you rent from Enterprise in Kaiserslautern. I have had multiple…read morequestionable experiences there including most recently making a reservation for a compact SUV (VW T-Roc or similar) with automatic transmission for a 8-day family vacation.
When I arrived on Saturday, 12 April 2025, at the appointment time to pick up the vehicle, I was told they didn't have a vehicle matching the reservation and only had a single automatic vehicle on their whole premises - a VW Passat sedan/station wagon/limousine vehicle low-sitting vehicle. When I said this is not the vehicle type that I reserved and absolutely wouldn't work for me for the 8 day planned family vacation--and wouldn't even fit in my garage--I was told something like, oh well, that is all we have, we always have inventory problems.
I asked if a manager or another location could be called to find another vehicle but was told there was nobody that could be called. Really? Nobody in the whole Enterprise company can be called on a Saturday? Only when I pressed, was I offered an SUV type vehicle that was supposed to be returned 2 hours later (when the office was closing on a Saturday and wouldn't even be open Sunday).
I didn't think that was a good idea, what if the customer didn't show up on time and how would they clean and check the vehicle before I was to take it? Did they just want me to take a dirty, unprepared vehicle for 8 days? Worse yet, I'd end up with nothing and then there would be no way for me to get a rental at all since all rental offices nearby are closed on Sundays. It was a weird offer. I thought about it (because I really needed the car for a planned vacation!) but ultimately declined. I asked for my reservation to be cancelled and refunded (it was prepaid) and was told yes, but that another department would have to process the refund.
I went next door to Europcar and was able to rent a compact SUV automatic vehicle on-the-spot, with NO reservation in under 10 minutes! This saved my vacation! In comparison to Enterprise who couldn't even be bothered to get a vehicle for an advanced reservation that they themselves confirmed.
To top it off, Enterprise sent me an email 3 hours later (cc'ing 3 different managers) saying that they wouldn't refund me because I'd been offered the VW Passat. What? First of all, where were these people 3 hours earlier when I asked for a manager to be contacted and was told no one was available to contact? Now they are available to tell me they are trying to rip me off 400 Euro of a prepaid reservation that they did not fill? Note, this seems to be an Enterprise management issue and not the fault of the front desk employees that they put into such situations.
I responded that this is not acceptable for all the reasons stated above. Even the Enterprise.de website, in its own words, states that the VW Passat is a Standard Auto/Kombi Class and is not in their SUV Class. I called my credit card company of the card used to do the reservation and opened a dispute. The credit card company refunded me the money immediately after I explained the situation and said they would pursue Enterprise themselves.
Lessons learned:
--Enterprise in Kaiserslautern is not organized - as if this big company doesn't have enough cars to find an automatic SUV type (with advanced notice)!
--Don't prepay.
--Don't let Enterprise's poor management practices mess with you, go to straight to the credit card company. I've read other similar reviews of this Enterprise office that they have done other similar bait-and-switch type tactics.
