I am a disabled veteran and after a rough flight in our rental car didn't have heated seats. Aaron went out of his way to have his team locate a vehicle for me to accommodate my aching body and had it washed and filed with gas. I could not thank him enough for his kindness and professionalism. read more

this is a decent business as long as you remember one thing and that is to get the insurance. These people are absolute masters of the insurance scam. If you do not get the insurance, they will lie and say that you the vehicle. They original pictures so you must have the insurance and or have your own video of the damage. Be careful these people are trying to rip you off. read more

Absolutely horrid. Drove all the way to Cortez to pick up rental with a call as soon as we got there that they had no rentals available, although we have rental confirmation online. Told Surango was the same. Do not rent or rely on enterprise! read more

This is just a follow-up review on the shabby treatment my husband received with Enterprise on Wednesday July 5th, 2023. I posted that the morning he needed (and reserved, payment included) a car for his cancer treatment in Denver we were told it was unavailable. The response was they would get back to us when they DID have a car. They acknowledged the two cars that were there but said they were already reserved. We, of course, had reserved a 9 am car but guess we were not reserved "enough"? I have reached out three times and had been led to believe that someone would get back to me. I was even asked for the reservation number but I have only heard crickets. read more

My friend and I were stranded in Utah and needed to get home to Phoenix. I was assured by Berto the manager that if we were able to get to this location, he'd work with us. And boy did he. Definitely changed my perspective of car rental companies. We are so thankful for his ability to work with us as people and not just as customers. If I ever end up back in CO, this is where I'll rent a car from every time. Thanks again! read more

The location is in Durango, Colorado, where it snows a lot. I rented a car on December 28, assuming it was suitable for winter driving. It was not. It couldn't make it up a snow packed road & I had to walk a mile and a half up the road to my house last night. And this morning it could go up a hill to get out of my subdivision. A Nissan Versa. It was a dangerous situation and when I complained to the employee when I returned the car, she ignored me. If I could give zero stars I would. read more

Awful service and no pick up. I was told it would cost $800 to rent a car with a reservation. Found a ride back into town then called their closer to town branch. They refused to pick me up or offer any help. Next time I'll just buy a car read more

Very slow service, needs more than one person working the desk, 45 minute wait in a very small airport, with a poor selection of vehicles

First of all, they don't take Debit cards. CREDIT ONLY!!! Something about the inability for them to Run background checks for debit cards...? Also, they don't pick you up. Not from the airport at least. So tack on a $20 uber ride...if you can get one. Only plus is they at least had a car for us. Personally, doing this again another time, I'd just rental from the airport car services. read more

Apparently, if Enterprise doesn't want you rent a car, they add a drop off fee so exorbitant that you will walk away. I contacted them about getting a one-way rental from Durango to Sacramento. They quoted me a $750 drop off fee. The total quote was almost $900. After speaking to a rep who said she couldn't wave any fees (which is a LIE because I work now with a former Enterprise employee who worked at this location and said they can wave any fee - he's rented a car for $1 before). He said the Durango location is obsessed with sticking passengers for as much as possible. No reservation? $100 fee to book a car even though you can do it on a smartphone for $25. He would tell passengers to go book it on their phone and come back so he didn't have to try and charge them $100. Do yourself a favor and avoid any Enterprise, Alamo, or whomever else they own. This place is a RIP OFF. And Dan, I'd email you if I ever planned on renting a car again from Enterprise, Alamo, or whomever else you've consumed. That will never happen so no point. read more

I was hesitant to rent from this location due to negative reviews. However, due to the close proximity to where I am located, I decided to anyway. I am glad I did. Overall I dealt with 5 different employees from this location, and was pleased with all of them. In fact I was going to start my week long rental on Saturday morning, but they called and asked if I wanted to get the car on Friday evening to avoid the crowds. I accepted and they promptly came and got me. Check in was a breeze. The car was nice, clean and ran great. Returned on the following Friday evening, figuring I'd avoid the Sat. morning rush. No hassle turn in of the car. And I only waited about 5 minutes for a ride back to my place. Called Monday to find out about the refund due, and the local Rep let me know since I used a debit, it might take 5 business days. If a credit card, it is immediate. Turns out, refund received the next day. Since I dealt with 5 different employees, I'm rating my experience 5 stars. And I will rent from them again at this location. read more

Dan is a warm and professional associate. Highly recommended and genuinely pleased at this location.

I picked up an SUV on June 7. My flight was changed so I contacted Amanda at the Durango office. Amanda was very helpful when I gave my new pickup time and assured me that they would not give my car away during this summer's rental crunch. I spoke to Amanda twice and each time she was vey kind and helpful. I had a further delay, so I called back. This time I spoke with Megan who was completely unlike Amanda. She nothing could be guaranteed and then hung up on me. When I arrived at the airport, I was met by Megan. She had helped two other customers before me. The first appeared to be a local who rented regularly. He did not receive the type of car he requested and asked if he could come back tomorrow or later to exchange. Megan said flatly "NO". Megan made no effort and was disrespectful. The next customer was a person of color from South Asia. He asked if any claims were made for damage, would they please call him first so he could avoid an insurance claim. Megan treated him dismissively and condescendingly. Finally, it was my turn. I was informed that I could not rent a one way SUV with a debit card unless I could show a return flight. In front of her, I booked a return flight and she took the flight information knowing full well that I had to drive my ailing relative back to our home as she could not fly. I asked Megan if I could switch the car before we left town four days later to a vehicle that could be driven one way with debit card as payment. Again, Megan was not helpful to any of the customers this evening. Next, Megan changes the rental agreement and eliminate my Costco discount and added a $600+ drop fee. The $1100 rental ended up being nearly $2000. Megan clearly enjoyed being hostile to every customer she encountered. I have always been loyal to Enterprise because normally they have great young people interacting with customers. Megan should not be front line customer service. I understand they have policies and I get that. Why not try to find customers a solution instead of taking pleasure in making every customers' experience extremely negative. Megan clearly was happy to make all of us miserable rather than try to help. I hope Megan never receives the same mean and disrespectful service that she seems to enjoy dishing out. read more

I've always had a great experience renting a vehicle from this location when I visit Durango. The staff is friendly and offers to pick me up at Animas Airpark with my rental car as well as take me back into town after I return the car, if they are not too busy. I highly recommend renting a car here. read more

DO NOT rent from this company particularly at this location. I rented a car for two days and returned it in the same condition it arrived to me. The sales associates did not offer to do the inspection before or after with me - lesson learned, as the day after I returned my car I received a call stating that there was damage to the back bumper. I know this happened after I had already dropped the car off back at the airport but did not take a photo or do a walk through with the representative to prove it. If that's not bad enough the customer service in helping me try to resolve the issue was horrendous. I used to use enterprise for all of my rental car needs and you have successfully lost a customer. This place is a scam and does not deserve your business. read more

I wish I could give a zero star but that option is not available. The agents did not want me to rent a car because they "thought" I was not capable of driving in the elements of Durango and the surrounding area. They have no idea of my driving abilities or what and where I have driven in the past. They were two "KIDS" not older than 25 - I've been driving longer than they've been alive. I am an Enterprise club member but will seriously reconsider that alliance and plan to take my business elsewhere. They should retrain the agents at the Durango location or hire new. read more

I am a local and have used these Durango folks numerous times. The entire staff has always been friendly, knowledgeable and helpful. The cars are clean and reliable. The office is much closer to town than the airport. Will use them again next time I need a rental car. read more

MINUS ---5 !!!!!! If I could give this place less than any stars, I would. I have been renting from these guys for over 20 years. Local. They used to be nice. Local businesses do nice things for local people. That way we spend our money here instead of going to Farmington, or wherever. They have decided that it doesn't matter who you are anymore, if you are local, you're not important. They give much more preference to those who don't live here, their customer service, isn't. They have lost my business here, & wherever I travel. read more

These guys are AWESOME! I was in a a real bind and Enterprise saved the day. The manager here Mathew is exceptional! Top notch customer service and grade A accommodations; I could not be happier. I HIGHLY recommend this location for anyone renting a vehicle in Durango and the surrounding area. read more

WORST SERVICE EVER!!!!! I rented a mid sized vehicle, received a confirmation email with confirmation number. I arrive to pick up my vehicle and was told that they do not have a vehicle for me. Even though I told them I received a confirmation email from them they continued to tell me that I did not have a reservation and that confirmation number does not mean that a car has been reserved for me. I am not going crazy..... I did indeed receive a confirmation email. The attitude of the front desk was the worst I had ever been exposed to. I needed this vehicle for a one day trip to Santa Fe to help a friend with her moving experience. I leave the Durango location as I am not getting any help at all. I arrive in Santa Fe to rent a vehicle at Enterprise on St Michaels street and was told that I will have an additional charge of $100 as I am dropping the rental off at Enterprise in Durango. I advised the front desk that the reason I was renting at this location is that I had a reservation in Durango, but was told by the Durango location that I did not. I asked them to reconsider removing the $100 additional charge. The front desk stated they could not. I was desperate and pressed for time so I rented the vehicle anyway. The next day I returned the rental to the Durango location where all of this nonsense started. When I walk in... the same employee at the front desk says "oh your back"! As a past Customer Service Manager for a fortune 500 Company, I know that this is a perfect opportunity for the employee to say to the customer ... welcome back, were you able to rent a car at another location? I went on to say yes I am back and would like for him to please remove the $100 charge from my bill since the reason I had this charged slapped onto my bill was due to the total blunder of the Durango location. He promptly stated that he would not. No eye contact, no sorry, no nothing!!!!!! He then came back after inspecting the vehicle and said to me you have quite a large dent/scratch on the drivers side of the car. I said to him that I know that and if you would contact the Santa Fe location they will tell you that the large dent/scratch was on the car when I picked it up. He then gets on the cell phone to call the Santa Fe location to investigate this, still no sorry for the delay, no eye contact, he merely remained on hold for a long time acting very annoyed with me. Finally someone at the Santa Fe location confirms what I said to him was true. He still does not acknowledge I was correct and still no sorry for the delay, again, no nothing. Meanwhile the office manager walked in and out of the office passing by the front desk numerous times and did not even ask if there was something he could help with....SO MANY MISSED OPPORTUNITIES TO DO THE RIGHT THING. WHAT IS GOING ON HERE? Martina Hendrix read more

My experience has been excellent at Enterprise. I spoke with Erica on the phone, she was very helpful and patient in explaining things to me; this was my first time ever having to deal with paying through another person's insurance and I was honestly pretty clueless about how to handle the whole situation. They've made it incredibly easy for me and we're very understanding about some of the complications that arose along the way. Great customer service! read more

Horrible experience! DO NOT RENT FROM THIS COMPANY!!! The car I reserved was unavailable and put my daughter in a large truck so they could charge for the additional insurance since according to them our credit card insurance coverage doesn't cover large trucks. They refused to pay for the insurance or lower the cost of the rental to make up the difference. They deserve to be reported to the Better Business Bureau. read more

Terrible Terrible experience. I reserved and paid in full for a Rava4 or similar with all wheel drive or 4 wheel drive two weeks ahead of time for my daughter to drive from Durango to Colorado Springs for Christmas. When she went to pick up the car, she was given a 2 wheel rear drive ford expedition with an empty gas tank. The whole point of the rental was to have a vehicle that could navigate the snowy mountain passes. Additionally, although I had declined all of the extra insurance (we have USAA) they added on insurance costs to the rental. When I called the Manager in Durango (I believe his name was Matthew) he was unbelievably rude, sarcastic, demeaning and not at all helpful. Not only that, when I asked for the corporate customer service phone number, he said he didn't know it and refused to provide me with any corporate phone numbers where I could be helped. I started calling Enterprise rentals in Colorado Springs to see if we could trade out the rental once my daughter got to Colorado Springs and was helped by a very nice manager at the Enterprise on Auto Mall Loop. Not only did they help get my daughter a 4wd for the ride home, when I explained what had happened to us in Durango, She Replied "I keep hearing about that manager in Durango.....every problem we hear about involves him and the Durango Enterprise!" If you have an opportunity to rent a rental car anywhere else in Durango DO IT AND DO NOT USE ENTERPRISE AT THAT LOCATION! read more

Erika was excellent, helped us out and got us exactly what we asked for. Wonderful customer service. Couldn't have asked for a better rental car agent, made our vacation that much better! Thank you! read more

Have Rented from Enterprise for many years in the Eastern Empire (PA,NJ,NY) with average to good service. In the last year have rented from Enterprise at DIA (Denver Airport) with terrible service a couple times. Normally rent in Denver, Colorado with one way trip to Durango. Matthew is the Manager in Durango and has been Great on two occasions (1st) car paperwork was screwed up in Denver at DIA and he straightened it out. (2nd) Most recently had an illegal wind shield rented to me in the dark at DIA which had been previously filled with a plastic epoxy material about six months ago. Matthew was able to call the Denver Office and straighten out the contract issue. read more

Two bad experiences in two weeks. Last week, they took my reservation, but did not actually have a car available. This week, they never came to pick me up. Had email confirmations for both instances from Enterprise. Never working with this location again! Horrible. read more

I rented from this location last Monday. Onsite customer service both here & Albuquerque Airport was excellent- efficient & friendly. Phone customer service & reservation website- not so much. I had to make changes to my reservation over the phone first thing Monday morning that the website wouldn't let me do. Spoke with woman at the Durango Airport location, who assured me that changing the pick-up location from Pagosa Springs, CO to the Durango, Co. Airport location, and the drop-off from Pagosa Springs to Albuquerque Airport was taken care of. I made it clear to this person that I was aware that the first change would eliminate the need for them to shuttle a car from Durango to Pagosa Springs- a near 3 hour round trip. Changes never happened, as I found out when I went to pick up my car in the late afternoon as scheduled. Also, I was unable to complete the on-line additional information section on the website because their system will only accept alfa-numeric driver licenses. My state only issues all numeric licenses. The agent in Durango also had difficulty entering, & getting their system to accept my license. The intermediate car they gave me, a Dodge Dart, had the worst seats of the hundreds of cars I have owned or rented. If your drives are an hour or less, you will probably be OK. By the time I drove from Pagosa Springs to Albuquerque (with at least 4 stops) my lower back hurt so much I could barely walk. And I'm in excellent physical condition- hiking Colorado trails @ 7600' + didn't bother me a bit. Beware! read more

great experience with EVERYONE I dealt with except Mathew. Mathew is awful. After I called the 1800 number and was told they could come pick us up at our location they then transferred me to the local dealer and Mathew would not come pick us up. I told him that we were stranded because our transmission went out and were are just there on vacation but he said we were outside his geographical limitations. However the RV park that we were at said they have campers picked up by Enterprise all the time. The RV park even called Mathew and he told them that we were screaming at him (not true) and that he would not come pick us up. I said I would just use Uber to get there versus deal with him any longer (cost me $18). Once I arrived, Patrick dealt with me and he was great and when I returned the car Amanda was awesome, she stayed late on Friday before a holiday weekend and was awesome. Again Mathew was awful, he needs a different job. He spoke very softly even though we kept telling him we couldn't hear him but he just took a disliking to us and refused us service that he should provide and has provided to customers in the past. Amanda was extremely apologetic for his behavior. Everything was great except Mathew. Did I mention Mathew was terrible! Amanda (Mathew's boss) said they pick up at our RV park all the time. Mathew was condescending and rude. I am not sure how else to say this but if you call and Mathew answers the phone, just hang up and call back or ask to talk to someone else. Yes, it was that bad read more

I would give zero stars if I could. My sister's truck was hit and had serious damage and it was in the shop for 45 days and this enterprise shop was where her rental came from. She is a local in durango and received horrible customer service throughout the 45 days from Patrick. He was condescending and rude during each interaction that we had. At one point there was a recall on the rental car my sister had ( the ding ding alarm when seatbelt isn't buckeled, so therefore not imperative to operating vehicle). He demanded the car be returned and threatened her multiple times. We were on a road trip so we could not return truck immediately as he was demanding it come in "NOW or else." He continued to Threatened her over voicemail and then in person was so rude. WTF kind of customer service is that Patrick?!?! When we finally returned the car he barked about how busy they had been and shook a stack of papers in my sisters face and again was so RUDE. We are so angry and frustrated that someone would be so insensitive and mean to another person who had just been in a really bad car accident ( not at fault ) and lost their truck for 45 days due to repairs. Patrick I have never called someone out in this forum but you my man are not in the right line of work - get a job where you don't deal with people at all because you have serious issues with how you interact with other humans. read more