Enterprise Düsseldorf Delayed My Prepaid BMW Rental
On March 25, 2025, I prepaid for a BMW 318 through Prime Cars via Enterprise at Düsseldorf Airport (reservation no. 99646891). I was scheduled to pick up the car on April 17 at 9:30 AM, and landed on time. Within 15 minutes, I arrived at the Enterprise office with all required documents in hand—passport, driver’s license, credit card, and hotel reservation—which I had also submitted via message in advance.
Despite this, a staff member of Pakistani origin made the process unnecessarily difficult. He demanded flight reservation numbers, even though I clearly explained that I live in Berlin, have permanent residence in Germany, and have rented from Enterprise before. He ignored my explanation and turned his attention to other customers. My daughter’s wedding ceremony was at 11:00 AM, and time was critical.
After threatening to file a complaint, I was sent to the parking lot where I was told I could take a BMW X3 for an extra fee. I refused. After extended arguments and unacceptable treatment, I finally received the originally booked car—at 2:00 PM, far too late. I missed my daughter’s wedding.
I went to the police, but they said they had no power to take action and only advised the employee to apologize. His apology was sarcastic and insincere.
Enterprise, I am appalled. This was not just a service failure—it was deeply personal and disrespectful. My family, including my autistic son, suffered while waiting for hours at the airport. The delay cost me one of the most important moments of my life. I demand a formal apology from Enterprise and accountability for the staff’s behavior.
