Enterprise Rent-A-Car

Terrible experience. I had a truck rental set up a month in advance with these guys. I am driving my daughter from Oregon down to California for her first year of college. I needed a truck with 4 doors. Enterprise assured me that they would have the truck. When I checked in to get the truck, the said sorry, we had to rent out all of the trucks we had that met your requirements. They had other vehicles that would work, like a large SUV with enough space for the cargo we had, but wouldn’t give it to me at the same rate that they committed to me earlier. Now I am left with nothing that will work. Terrible customer service. Excuses with no recourse that helps the customer.

I agree with others, a complete lack of organization. Cars not available, cars not clean. Procedures not followed — no one walks around the car with you (IT’S ON YOU TO CHECK THE CAR FOR DAMAGE!). We were even issued a contract for a different car! Not not not good.

Reserved a compact car online Wednesday night for Thursday of Thanksgiving. None were had when we arrived. Tried to upgrade us to a van. I refuse to drive large or intermediate cars because they are not as easy to control. There were none available at any South Bend location including the sister companies of Alamo and National except in a less than savory downtown neighborhood where there was one and with only one staff person, they could not «pick me up». Was told that customer prefer upgrades. I’m not one of them. Was then told that if I did rent from another local location and returned to the airport, that there would be a $ 75 drop charge! This is less than an 8 mile drive. Sheer chutzpah that this is allowed to happen. Had to fight with the guy at the airport counter about this and encouraged him to call his manager who eventually waived this policy under the circumstances. But it was for naught. In the end, I shared my parents’ car. Sent a note to the national office to complain about these policies and was assured I would receive a response. Tomorrow is Thursday. No response yet. Just saw a commerical about great customer service @ Enterprise and how each reservation specialist is empowered to make decisions to insure this policy. Clearly the local staff members were not informed of this policy. All hype. This is the problem when real competition is diminished.

I had a catastrophic experience with this Enterprise. No problem reserving a car, «intermediate» $ 243 for a week. No problem picking it up at the in-​airport desk. Because it’s a small airport, they don’t tell you that you will need to walk to «Kingdom Come» to find your car. (Past, alllll the other car companies in a large lot behind the airport and down the hill). He said my car had no «damage». I found five nicks in five places and «called» from the parking per his instructions to report it. The number is automated. Could not reach ANY one. Drove to the nearest airport entrance and had to wait behind other customers to report. (I was more irked with no contact number.) Next, I got 15 miles away and discovered NO A/​C working! Again, no contact phone. I called the 24 hour emergency # six times and finally got a human who said the company closes at noon on Saturdays and I wouldn’t be able to replace the car until Monday – unless I drove the now 30 miles back to the airport and 30 miles forward AGAIN (90 miles total). I drove to a nearby city and traded the car – for the only thing available – an F-​150 pick-​up truck! with no gas, no water in the wipers and big dents (and less gas mileage). It made for an interesting week – but it had a/​c. They did «honor» the original price for the intermediate car (which was really a subcompact). I’m holding my breath for the final bill.