The complaint has been investigated and
resolved to the customer's satisfactionResolved Enterprise Rental Car — service
resolved to the customer's satisfaction
My experience with Enterprise car rental beginning on April 23, 2017, has been the worst customer service I, or my husband, have ever experienced in our 20+ adult years. The staff seemed more interested in having a social hour with each other while attempting to conduct business, leaving the customer feeling more like a nuisance than a needed, or even wanted, customer. We were in a desperate situation, having to have one of our personal vehicles put in the shop, unexpectedly, only 30 minutes earlier. I had to go out of town for a wedding, so we had to have a rental car. Our experience got much worse several days after driving off the lot with our seven-day rental car.
All of the following details are important to explain the situation so my apologies early on for this letter's length and details that may appear irrelevant, at first, but they will make sense by the end. My husband took the rental to work that night. He goes in at 9:00 p.m. and does not leave until Monday at noon and as is routine every weekend, his car remains in the same spot the entire time. Once he parks the car and walks into work, he has no reason to return to it until he leaves work on Monday (although he can see it from his office at a distance; just not close up and just to throw this in-he sleeps in a provided room at work!) Also, when he leaves there on Monday, he goes straight to another job with no time for dilly-dally. So, as he's leaving work this past Tuesday, imagine his surprise when he notices tags that expire THAT DAY! Enterprise has rented us a car for seven (7) days with the 30-day tags on them expiring in three (3) days!
My husband called the Enterprise location where he rented the car from his cell and told them of the situation only to be told "We know. The tags came in the mail yesterday." Why did they not know before the tags came? Is that not an extremely important detail to know before renting a car to someone? My husband told them he would come by Enterprise to get the tags, making him late for work, as they sure didn't offer any solutions. He then called work to double-check staffing and realized there was no way he could be late that day (patient lives are a bit more important!) and called Enterprise back to figure out a solution. What was the employee's solution at Enterprise? "We're sorry about that but YOU can just come pick them up tomorrow!" (i.e. just drive it with the dead tags!) This was not a satisfactory answer for us. Neither one of us felt comfortable driving with expired tags on the rental car; even if we happened to get pulled over but received no ticket, it is an unacceptable way to do business, in our opinion. We wouldn’t do it with our personal vehicles, so why do it in a car that we have paid to rent.
The employees did not offer any suggestions. My husband suggested they bring the tags to him at work, which was only 20, or so, minutes away (but in the opposite direction my husband drives so had he went to Enterprise, he would be approx. 45 min. late to work). The employee said she would call back with an answer in a few minutes and true to her word, she called back within five minutes. She told my husband that someone would have the new car tags to my husband that day at work. Not surprisingly with how business had been conducted up to that point, no one showed up with the tags. Out of frustration, my husband called the 800 number for enterprise and although that employee was apologetic, he had no answers. Honestly, there was nothing the 800# employee could do.
My husband had an important, early morning appointment out of town the next day and I was still out of town with our car. So, he had to drive the rental car, once again, with those dead tags! Had the appointment not been an urgent matter, he surely would have preferred not to risk getting a ticket and drive straight to Enterprise, instead.
My husband was finally able to pick the tags up after his appointment, around 2:00 p.m. When he asked the employee why no one showed up with the tags the previous day, the response was "I don't know." Finally, my husband, who never raises his voice at anyone, began venting his frustrations, loudly, at the service we'd received since day one. The employee did begin to apologize profusely but the damage was already done as far as he was concerned and I can't say that I blame him.
Once again, my apologies for the length. I seek nothing in return in writing this letter; insurance will be reimbursing us when we get our own car back, so I’m not even sure why I’m posting it as the readers can really gain nothing from it. I think I am so upset about this entire situation because I have always taken pride in my work and had I been the Enterprise employee, I would have delivered those tags no matter what! Even if it meant doing so on my own time because after all, I promised that customer I would be there and come heck or high water, I would have!
The complaint has been investigated and resolved to the customer's satisfaction.
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