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Hotwire Complaint - Car Rental Goes to HELL - Car Rental at Seattle International Airport

Car Rental at Seattle International Airport - Complaint
Review by a2011 on 2011-07-05
I had the worst experience with Hotwire for a car rental with Enterprise company. My husband and I had to fly to Seattle, and our flight arrived at 10:30pm. We had scheduled for a car reservation for 10:30pm with Enterprise, which is at a off site location. We READ EVERYTHING, EVERYTHING, I MEAN EVERYTHING on all the information sent to us by Hotwire before we decided to complete the reservation. After we got off our flight, and finished picking up our luggage, it was 10:57pm, We proceeded to the island to wait for a shuttle to take us to the off site location of Enterprise. After waiting for 1 hour to midnight, in the mid 50's weather, no shuttle from Enterprise ever came. So, we called Enterprise, and they told us, the ENTERPRISE OFF SITE location close at 11pm. Now, it is midnight, and we just found out we cannot pick up our rental car. We called HOTWIRE immediately because in no-where on our reservation did HOTWIRE say that Enterprise closed at 11pm. IF we had known the off site counter at Enterprise closed at 11pm, we would not have chosen this company, and we would not pay for the reservation. Instead, HOTWIRE claims they have no responsibility to tell us Enterprise closed at 11pm.

I don't understand why HOTWIRE feels that they have no responsibility to tell us that Enterprise closed at 11pm. Instead, HOTWIRE said we should have known ourselves. So, we called back Enterprise to see what they can do to help us, and Enterprise tells us that Enterprise had always told HOTWIRE that their location at Seattle International Airport closes at 11pm. So, HOTWIRE IS LYING, and NOT ADMITTING THEY ARE DECEIVING CUSTOMERS BECAUSE HOTWIRE DON'T WANT TO ADMIT THEY ARE AT FAULT.

I am posting this here because I want to make sure this never happens to anyone. I mean, imagine if you are a single mom with a young child or baby, and you found out at midnight standing outside of the airport at the shuttle bus island, and just found out that you now have to wait until the next morning, until 4am to pick up the car.

Just to be clear, Enterprise did not wrong us, because Enterprise always knew they would close at 11pm, and they sent over this information to HOTWIRE, but HOTWIRE NEVER DISCLOSED THIS INFORMATION TO US.

SO, PLEASE ANYONE, IF YOU EVER MADE A CAR RESERVATION AT HOTWIRE, MAKE SURE YOU CALL HOTWIRE TO FIND OUT WHAT TIME THE CAR COMPANY PICK UP LOCATION CLOSES BEFORE YOU DECIDE TO PAY.
Comments:
Posted by jktshff1 on 2011-07-05:
Good review, welcome to m3c and stick around..
Posted by Ben There on 2011-07-05:
I always make car rental reservations for 30 minutes after my flight lands. This allows for small delays, standing in line to get off the plane, waiting for checked bags, take the shuttle for the car rental office, etc... If my reservation is really late at night, it will also reduce the chances of getting a rental company that will be closing at the time I realistically will be walking up to the counter.

You told Hotwire that you would be at the car rental counter at 10:30 pm. Unfortunately they did not know that you really meant that your plane would be pulling up at the gate at 10:30 pm, and it would take some time for you to get your bags and work your way over to the counter.

Next time you make a car rental reservation, be sure to give them the time you will be at the counter, not arriving at the gate. If you arrive early, you normally can get your car early too!
Posted by trmn8r on 2011-07-05:
Hotwire did not lie to you. They told you it was your responsibility to check on the Enterprise hours. If Enterprise lets Hotwire know what time they close, it doesn't require Hotwire to post it in their ads. Hotwire may have that information on file, and if you told them you were arriving at 11pm or 11:30pm, would have warned you the location was closed. But your arrival was 10:30pm.

I doubt *highly* that Hotwire does this to "deceive" and inconvenience their customers. This is a consequence of using third party services - you have to do homework. I'm sorry this happened to you - one more reason I will avoid third parties for car rentals, air tickets, etc.

By all means, "welcome to my3c." Stop over in the Community Ward if you get a chance.
Posted by trmn8r on 2011-07-05:
Great suggestions, BT, of making the reservation for 30 minutes after the flight is due and everything else you mentioned.
Posted by Tom2011 on 2011-07-14:
Horrible everything!!!! Customer service, supervisors and car company act like they are talking to an ignorant person and whatever happened was my fault because I did not research my choice. I insisted I filled in the correct information and found a "deal" but then a pop-up appeared with a lower car rental price so I fell for it. The car was 30 minutes away from the airport and I had to take a cab which the car rental rep at the airport said would be around $10 but wound up being $45. It cost another $35 to be able to return the car at the airport. I think the pop-up is misleading especially since it changed the destination away from the airport.

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