The complaint has been investigated and
resolved to the customer's satisfaction
Resolved
Enterprise Entail CarsCar rental failure at amarillo airport

C
This review was posted by
a verified customer
Verified customer

Sent from my iphone

Begin forwarded message:

From: cathy home
Date: january 3, 2017 at 5:05:16 am pst
To: [protected]@costcotravel.com
Subject: re: costco travel: confirmation # c327890775

I wanted to let costco know that this counter closed at 11:00 and no one was available to give us a car in amarillo. they said they stayed open until the last plane arrived when I called earlier in the evening. I rented as a walkup at avis. I highly suggest you remove enterprise at this location as an option. anyone arriving after 10 pm will receive no service from them. according to the avis person, it happens all the time.

Sent from my iphone

On oct 26, 2016, at 7:49 pm, [protected]@costcotravel.com wrote:

Dear costco traveler:
Thank you for reserving your car rental with costco travel.

The included itinerary will serve as your official confirmation. it is recommended that you print this confirmation and carry it with you when you pick up your rental car.

Should you wish to make a change to your reservation online, you are advised to book a new reservation with the updated information and then cancel your original reservation.

Need help? call costco travel toll free at [protected].

Monday through friday 5 a. m. - 9 p. m.
Saturday and sunday 6 a. m. - 5:30 p. m.
Pacific time

Please do not reply to this message. replies are directed to an unmonitored mailbox.

Costco travel | vacation packages | cruises | rental cars | theme parks & specialty | hotel partners

P. o. box 34404, seattle, wa [protected]

Booking date: october 26, 2016
Invoice date: october 26, 2016
Costco membership #: [protected]
Member name: cathy reineke
Departure date: december 21, 2016
Reservations: [protected]
Monday - friday 05:00 am - 09:00 pm (pacific time)
Saturday - sunday 06:00 am - 05:30 pm (pacific time) assistance while traveling: [protected]
Monday - friday 05:00 am - 09:00 pm (pacific time)
Saturday - sunday 06:00 am - 09:00 pm (pacific time)

Your trip information
Costco travel confirmation number: c327890775
Enterprise confirmation number: [protected]

Rental information
Renter name: cathy reineke
Rental price: $265.33
The price includes savings of up to 10%.
date location time
Pick-up: 12/21/16 amarillo intl arpt 06:00 pm
Drop-off: 12/27/16 amarillo intl arpt 04:00 pm
Car type: enterprise - intermediate car
Price summary
Base rate base rate $181.31
Taxes and fees $84.02
Subtotal $265.33

total rental price $265.33

Know before you go
•the additional driver fee will be waived for a costco member’s spouse, domestic partner, or a surrogate driver for a mobility-impaired renter, plus one (1) additional driver for costco members at locations in the u. s. , canada, u. k. , france, germany, ireland, netherlands and spain.

•there are no penalties should you wish to cancel your reservation at any time.

•should you wish to make a change to your rental, book a new reservation with the updated information and then cancel your original reservation.

•the renter must present his/her costco membership card at the time of pick up.

•automobile insurance may be added for an additional cost at the time of pick up.

Additional information
Enterprise
Intermediate car
Elantra or similar
Automatic transmission, air conditioning
Unlimited mileage
Pick-up: wed. , dec. 21, 2016
Amarillo intl arpt
Time: 06:00 pm
Drop-off: tue. , dec. 27, 2016
Amarillo intl arpt
Time: 04:00 pm
No. of days: 6
Customer#: cstcupg coupon#: —
Flight details: airline : american airlines flight number : 368
5 passenger icon
Location information
Pick-up location drop-off location
Amarillo intl arpt
10801 airport blvd
Amarillo, tx 79111, us
Ph: [protected]
07:00 am - 11:30 pm
Amarillo intl arpt
10801 airport blvd
Amarillo, tx 79111, us
Ph: [protected]
07:00 am - 11:30 pm
Copyright © [protected] costco wholesale. all rights reserved.
Print itinerary (requires login)

Upgrade & costco member savings
Should you wish to make a change to your rental, book a new reservation with the updated information and then cancel your original reservation. payment information is not required to confirm this reservation. the reservation may be cancelled at any time, without penalty, prior to pickup of the vehicle. the additional driver fee will be waived for a costco member’s spouse, domestic partner, or a surrogate driver for a mobility-impaired renter, plus one (1) additional driver for costco members at locations in the u. s. and canada. an additional daily fee will apply to all additional drivers not described above. please note: for changes made to the reservation, the original rental rate is subject to change. early or late pickups as well as early or late drop offs and any returns to an alternate location are subject to charges or penalties paid by the renter directly through the rental car company.

Customer number cstcupg. offer cannot be combined with other coupons, offer, weekend special rate or discounted rates except your costco member discount. normal rental qualifications apply. offer is subject to change without notice. other restrictions, including holiday blackout dates, may apply. vehicles are subject to availability. pick-up and dropoff service is subject to geographic and other restrictions. renter must show costco membership card at the time of rental. rental must be for 30 days or less. void where prohibited. renter and additional driver (if applicable) must meet age, driver and credit requirements. minimum age may vary by location. additional restrictions and surcharges may apply for renters under 25 years old. costco member discount: discount of 7% or 10% applies to rentals up to thirty (30) days at participating locations in the u. s. and canada. 10% discount is available for rentals 10/13/16 - 11/9/16; 12/1/16 - 12/21/16; 12/29/16 - 2/15/17 and 4/27/17 - 6/21/17. for all other dates, the standard costco member discount of 7% will apply. rates are as posted at time of reservation at costco.com or by calling [protected]. weekly rates may apply. discount does not apply to taxes, surcharges, recovery fees, and optional products and services including damage waiver at $30 or less per day.in the u. s. , check your insurance policy and/or credit card agreement for rental vehicle coverage. free upgrade: valid on reservations made for an economy through standard size vehicle at standard daily or weekly rates at participating locations in the u. s. and canada. the upgraded car class will not appear on your reservation but will be applied at no extra charge upon arrival at the rental counter if a car in the next higher class is available. enterprise, the “e” logo and ‘we’ll pick you up, ’ are registered trademarks of enterprise rent-a-car. ©2015 enterprise rent-a-car. rental must begin by 6/30/17. book by 6/30/17.

Enterprise terms and conditions
[
Additional driver: additional drivers must meet same rental qualifications as the renter, except spouse or domestic partner. additional drivers must appear at the rental counter with the primary renter. there will be an additional charge of $10 per day for each additional authorized driver other than a spouse or domestic partner, unless other contractual conditions apply. there is a limit of two additional drivers per rental contract. a spouse or domestic partner is the only permitted additional driver on non-credit card deposit. additional drivers must be 21 or older.

After hours service: please return vehicle to the airport rental car parking area and park in any designated enterprise space. return keys to the drop box located at the rental counter in the terminal, located by baggage claim.

Age requirements: all drivers must be 21 years of age or older.

Cross border policy: mexico insurance is required to drive into mexico, and may only be purchased by renters with corporate accounts. renters must be at least 25 years old and have a credit card in their name to be eligible. please note, cargo vans, pickup truck and any dodge or chrysler vehicle cannot be driven into mexico.

Damage waiver: damage waiver, dw, for this branch is 19.99 per day. damage waiver, dw, is offered at the time of rental for an additional daily charge. if the renter accepts dw, enterprise waives or reduces the renters responsibility for loss of, or damage to, the rental vehicle subject to the terms and conditions of the rental agreement and applicable laws. dw is not insurance. the purchase of dw is optional and not required to rent a car. the protection provided by dw may duplicate the renters existing coverage. enterprise is not qualified to evaluate the adequacy of the renters existing coverage, therefore the renter should examine his or her credit card protections, automobile insurance policies or other sources of coverage that may duplicate the protection provided by dw.

Debit card policy: please see renter requirements policy for debit card information.

Exclusive policy: pricing does not include damage waiver. additional surcharges, local taxes, etc. may apply.

Fbo shuttle policy: cars are available onsite. please notify the fbo that you will be receiving an enterprise vehicle.

Personal accident/effects coverage: personal accident insurance-personal effects coverage, pai - pec, is offered at the time of rental for an additional daily charge. if accepted the pai contained in the policy provides renter and renters passengers with accidental death, accident medical expenses and ambulance expense benefits. the pec contained in the policy insures the personal effects of the renter, additional drivers, or any member of the renters immediate family who permanently resides in the renters household and who is traveling with the renter against risks of loss or damage. benefits are payable in addition to any other insurance coverage the renter or passengers may have. this is a summary only. pai-pec is subject to the provisions, limitations and exclusions of the pai-pec policy underwritten by empire fire and marine insurance company or empire indemnity insurance company depending on the rental location. the purchase of pai-pec is optional and not required to rent a car. the coverage provided by pai-pec may duplicate the renters existing coverage. enterprise is not qualified to evaluate the adequacy of the renters existing coverage, therefore the renter should examine his or her personal insurance policies or other sources of coverage that may duplicate the coverage provided by pai-pec. the fee for pai-pec at this location is between 5.00 usd to 11.00 usd per day.

Personal accident insurance: personal accident insurance (pai) for this branch ranges between $3.00 and $7.00 per day. - personal accident insurance (pai) is offered at the time of rental for an additional daily charge. if accepted, pai provides the renter and passengers with accident medical expense, accidental death and ambulance expense benefits. benefits are payable in addition to any other insurance coverage the renter or passengers may have. this is a summary only. pai is subject to the provisions, limitations and exclusions of the pai policy underwritten by empire fire and marine insurance company. the purchase of pai is optional and not required to rent a car. the coverage provided by pai may duplicate the renter's existing coverage. enterprise is not qualified to evaluate the adequacy of the renter's existing coverage; therefore the renter should examine his or her personal insurance or other sources of coverage that may duplicate the coverage provided by pai.

Forms of payment: the following forms of payment are accepted at the end of the rental. visa® mastercard® american express® discover network® debit card traveler's check money order additional authorizations from your account will be obtained to cover the cost of the rental charges. enterprise is not responsible for any overdraft fees incurred.

Roadside protection: enterprise offers roadside assistance protection at select locations. rap allows enterprise customers to waive financial responsibility for chargeable roadside incidents such as lost keys, lockouts, and fuel outages. rap can be added for $5.99 per day. road side assistance protection offers these services: flat tire, jump start, lockout service, fuel delivery, and key replacement. note: in ny, ca, nv, and ks the cost of the key will not be covered, only the service to deliver the key or perform the lockout service. roadside assistance protection is void and of no effect if, at the time of the incident necessitating roadside assistance, you or any authorized driver were in violation of the rental agreement, including, without limitation, the prohibited uses and violations set forth therein.in such cases, roadside assistance will be available, but standard charges may apply.

Renter requirements : all renters and additional drivers must be 21 or older, have a valid driver's license and a major credit card in their name. driver's licenses are accepted from any usa state or territory, from a canadian province or from an international country. licenses from outside the usa or canada also may require an international driver's permit. international driver's permits are valid only if presented with the original local license. international renters require a valid passport; the name on the passport must match the name on the driver's license. individuals with learner's permits are not eligible to rent. u. s. government employees ages 18 or older will not incur a young driver surcharge when renting for authorized government travel. age – the underage surcharge for drivers between the ages of 21 and 24 is $15 per day. renters between the ages of 21 and 24 may rent the following vehicle classes: economy through full size cars, intermediate suvs, standard suvs, minivans and pickup trucks. non credit card deposits – debit cards are accepted at the time of rental with a round trip travel ticket, e-ticket, or travel itinerary that shows the renter's name and discloses the return date and port of entry. deposit amount – a deposit including an additional 20 percent more than the cost of the rental will be taken at the time of rental, and the funds will not be available for use until after the vehicle has been returned. cash, prepaid cards and money orders are not acceptable methods of deposit. enterprise is not responsible for any overdraft fees incurred.

Shuttle / arrival: no shuttle required. the counter is located near the baggage claim in the main terminal. the vehicles are within walking distance.

Supplemental liability protection: supplemental liability protection - slp - for this branch is 13.99 usd per day. - supplemental liability protection - slp, is offered at the time of rental for an additional daily charge. if accepted, slp provides the renter and authorized drivers with up to 1, 000, 000usd combined single limit for third party liability claims. if the renter accepts slp, enterprise provides third party liability protection up to the applicable minimum financial responsibility limit and empire fire and marine insurance company provides excess third party liability insurance coverage from the applicable minimum financial responsibility limit to 1, 000, 000usd this is a summary only. slp is subject to the terms, conditions, provisions, limitations and exclusions in the supplemental rental liability insurance excess policy underwritten by empire fire and marine insurance company. the purchase of slp is optional and not required to rent a car. the coverage provided by slp may duplicate the renters existing coverage. enterprise is not qualified to evaluate the adequacy of the renters existing coverage, therefore the renter should examine his or her personal insurance policies or other sources of coverage that may duplicate the coverage provided by slp.

Toll pass policy: if you or any driver operate the rental vehicle in the following areas, and generate an unpaid toll, you will be charged: •tpd area (northeast u. s. ) : tollpass transponder service of $3.95 for each rental day plus the cost of all unpaid tolls. the maximum tollpass device charge for the rental period is $19.75, plus the cost of all unpaid tolls. •tcc area (northern ca, co, ga, fl, tx, nc, pr, wa in the u. s. / toronto and vancouver in canada) : tollpass convenience charge of $3.95 for each day you use a toll road or bridge plus the cost of all unpaid tolls. the maximum tollpass device charge for the rental period is $19.75, plus the cost of all unpaid tolls. •tcc area (southern ca) : tollpass convenience charge of $3.95 for each day you use the 73, 133, 241 or 261 toll roads or bridges plus the cost of all unpaid tolls. the maximum tollpass convenience charge for the rental period is $19.75, plus the cost of all unpaid tolls. for more information, please visit www.htallc.com. for information call – [protected]. if you or any driver operate the rental vehicle in areas not served by tollpass and generate any unpaid toll (s) then you will be charged for all unpaid tolls and an administrative charge of up to $25.00 per rental. for additional information regarding participating tollpass locations, please visit the tollpass program overview on our website. this can be found by searching ‘tollpass’ in the help/support section. toll road usage program: www.htallc.com/tollpass espanol: www.es. htallc.com/tollpass francais: www.fr. htallc.com/tollpass portugues: www.pt. htallc.com/tollpass

]

Enterprise rent a car terms and conditions
Enterprise rent-a-car general terms and conditions

Should you wish to make a change to your rental, book a new reservation with the updated information and then cancel your original reservation. payment information is not required to confirm this reservation. the reservation may be cancelled at any time, without penalty, prior to pickup of the vehicle. all additional drivers must meet all renter requirements, appear at the rental counter with the primary renter, present a valid driver's license and present a major credit card in their name at the time of rental, or meet the locations cash qualifications requirements. an additional daily fee will apply to all additional drivers not described above. please note: for changes made to the reservation, the original rental rate is subject to change. early or late pickups as well as early or late drop offs and any returns to an alternate location are subject to charges or penalties paid by the renter directly through the rental car company.

Customer number cstcvst. offer cannot be combined with other coupons, offer, weekend special rate or discounted rates except your costco member discount. normal rental qualifications apply. offer is subject to change without notice. other restrictions, including holiday blackout dates, may apply. vehicles are subject to availability. pick-up and dropoff service is subject to geographic and other restrictions. renter must show costco membership card at the time of rental. rental period is max 360 days. void where prohibited. renter and additional driver (if applicable) must meet age, driver and credit requirements. minimum age may vary by location. additional restrictions and surcharges may apply for renters under 25 years old. costco member discount: discount of 7% or 10% applies to vehicles reserved in advance at participating locations in the u. s. and canada. 10% discount is available for rentals 5/4 - 6/21/16, 8/24 - 9/21/16, 10/13 - 11/9/16, 12/1 - 12/21/16 and 12/29/16 - 2/15/17. for all other dates, the standard costco member discount of 7% will apply. rates are as posted at time of reservation at costco.com or by calling [protected]. weekly rates may apply. discount does not apply to taxes, surcharges, recovery fees, and optional products and services including damage waiver at $30 or less per day.in the u. s. , check your insurance policy and/or credit card agreement for rental vehicle coverage. enterprise, the “e” logo and ‘we’ll pick you up, ’ are registered trademarks of enterprise rent-a-car. ©2014 enterprise rent-a-car. rental must begin by 12/31/2016. book by 12/31/2016.

Important policy information: all drivers must meet the renting location's minimum age requirements, have a valid driver's license and a major credit card with available credit in their name at the time of rental or meet the locations cash qualification requirements. debit/check cards are considered to be any non-credit card bearing the visa, mastercard logo. not all branches accept debit cards. at airport locations debit cards may be used only in conjunction with proof of round trip ticket (airline, cruise ship and the like). at home city (non-airport) enterprise branches, debit cards are treated as cash and will require a cash qualification process. please contact the enterprise location before picking up a vehicle to determine the cash qualification process and policies, and what is needed when renting with a debit card or cash. all documentation must be in the renter’s name. a cash deposit will be required in addition to the cost of rental. please contact the rental branch directly to find out the exact amount that will be required. any other non-credit card without the visa, mastercard logo is not accepted. if a debit card is accepted the card must be in the same name as the renter and will require a cash qualification process.

The primary renter and any additional drivers of the vehicle must be at least 25 years of age. minimum age to rent a vehicle is 21 years of age. rental rates may be higher for renters between the ages of 21 and 24.

Certain specialty and larger sized vehicles may not be rented to drivers under the age of 25.

New york state: the minimum age for ny is 18 years of age.
A $80.00 per day additional charge applies to 18-20 aged renters.
A $23.50 per day additional charge applies to 21-24 aged renters.

Michigan: the minimum age for mi is 18 years of age.
A $28.00 per day additional charge applies to 18-20 aged renters.
A $14.00 per day additional charge applies to 21-24 aged renters.

Renters between the ages of 18 and 20 wishing to rent in the states of new york and/or michigan must book directly with the rental branch by calling [protected].

For more information regarding rental policies visit enterprise.com.

When making a reservation using this site, you agree that enterprise may provide your information to costco. the information provided may include your name, address, phone number, email address and other rental information, but does not include credit card numbers. the information will be used by costco for quality control purposes and to provide costco greater insight as to the use of our site.

Costco travel terms and conditions
Costco travel rental car terms and conditions

Cancellation instructions - rental car reservations made on costcotravel.com with a registered account may be canceled online. simply visit costcotravel.com and log in using your costco membership number and password. select the applicable reservation under your account and click "cancel booking. " cancellations and/or changes to any rental reservation also may be made by calling costco travel at [protected].

Prices are in u. s. dollars (unless specified otherwise) , include taxes and fees on the rental portion only, are valid for travel as specified, and are available to costco members residing in the united states. renter is responsible for any increases in state, federal and/or local taxes/fees that may apply at the time of rental. taxes and fees associated with optional special equipment (i. e. navigational system, booster seat, etc. ) are not included in the price. renter is responsible for any taxes and fees associated with optional special equipment at the time of rental. vehicle make and model may vary and are not guaranteed. the maximum vehicle occupancy is based on the number of seatbelts installed by the manufacturer. additional terms and conditions apply for each rental company and offer.

All car rentals are subject to the rules and regulations of the car rental company. late returns and returns to alternate locations are subject to charges or penalties paid by the renter directly to the car rental company. cars are available for rental to individuals 25 years or older (exceptions apply) holding a valid u. s. driver's license. an additional surcharge may be added for drivers less than 25 years of age. rates exclude gas, optional insurance coverage, some applicable taxes and surcharges, and any other incidental fees. any additional fees assessed will be collected at the time of rental. most car rental companies require the authorization of a valid credit card in the renter’s name as security to cover incidentals. auto insurance is the responsibility of the registered driver. for rentals of longer than 30 days, the renter may be asked to return to the original pickup location to sign a new rental agreement for the additional days. if the additional days are not reserved in advance, cars are subject to availability. flight information is requested by airport locations.in the event of changes or updates to your flight information, please contact your rental location.
Costco travel terms and conditions

All promotions and inclusions are subject to availability and may change or be terminated without notice. seasonal surcharges, availability, blackout dates and restrictions may apply. any unused portion (s) of inclusions are nontransferable, nonrefundable and not redeemable for cash. cancellation and change fees may apply. executive member benefit, if applicable, is valid for primary cardholder only. travel purchases are not included in the executive membership annual 2% reward program. costco travel disclaims liability for any inaccuracies or typographical errors.

RESOLVED

The complaint has been investigated and resolved to the customer's satisfaction.

  • Enterprise Rent-A-Car's response · Jan 04, 2017

    Cathy Reineke,
    Thank you for your detailed feedback. If you'd like to speak with us directly, please send us a detailed email to [email protected] include the exact rental location, your contact telephone number, your reservation numbers and the information about your experience you would like addressed. When emailing, please list Reference Number [protected] in the subject line. We look forward to hearing from you.
    Regards,
    Carol H.
    Social Monitoring

Post your comment

    By clicking Submit you are agreeing to the Complaints Board’s Terms and Conditions

    IN THE NEWS

    Unhappy consumers gather online at Complaintsboard.com and have already logged thousands of complaints.
    If you see dozens of complaints about a certain company on ComplaintsBoard, walk away.
    One of the largest consumer sites online. Posting here your concerns means good exposure for your issues.
    A consumer site aimed at exposing unethical companies and business practices.
    ComplaintsBoard is a good source for product and company gripes from especially dissatisfied people.
    You'll definitely get some directions on how customer service can best solve your problem.
    Do a little research on the seller. Visit consumer complaint websites like ComplaintsBoard.