Enterprise Car Rental - Very Poor Customer Service
"We'll Pick You Up!" HAH - fat chance! - Complaint
CALIFORNIA -- Enterprise's current TV ads about 'caring' and 'wanting to fix your problems, even if you didn't rent from their particular agency', are certainly NOT what we experienced!
On 21 Dec, we (6 of us, 3 were children) rented a family van in Utah, then traveled to Sacramento CA for Christmas. On Dec. 23, while on I-80 just minutes from San Francisco, we were involved in a 4-car pile-up. We stopped in time but the car behind us couldn't stop and hit us from behind, plowing our rental van into a stopped truck. The van was totaled. We immediately called the Utah Enterprise office about our plight. "We'll pick you up!" their TV spot claims. Fat chance! We were told we needed to call a CA agency for help, they wouldn't even relay calls for us at first.
With our own GPS unit and our own cell phones, we began to call every agency we could find through the GPS - each said they couldn't help and passed us off. One agent said he could get another van from outside of CA but it would take 18 hours and we'd have to pay for its transport to CA. We stood on the freeway for three hours until the tow truck driver took pity on us and shuttled us to the closest exit. We hung out at a local diner and called the local agent back for the third time. He was kind enough to drive over to the diner in a nice, big van and offer to drop us off at the tram to the Oakland airport, where he suggested we sit and pray for another van to become available at some future open-ended time. Mind you, this was the afternoon before Christmas eve and we had three children with us! We asked him why we couldn't rent the van he was sitting in. He said it wasn't available. EVERY Enterprise agent told us they expected us to get back to wherever we came from on our own power through our own devices! So, we waited until our daughter-in-law got off a 12-hour shift in Sacramento and drove down to get us (7 people) in her Explorer. But, we did have a Christmas miracle.
Early on Christmas Eve we began our calls again, and finally one great guy at the Sacramento airport agency actually took the time to check out his fleet and found he DID have a van sitting in his lot that would accommodate us (this was after multiple calls to this same office and getting no help). However, when we got home after Christmas, the nightmare continued. Even though we weren't responsible for the accident, even though we sent required paperwork numerous times to Enterprise's Damage Claim Unit, in March we were still receiving invoices for $5700 saying we were responsible for damages.
It seemed obvious to us that no one agency within the Enterprise group ever talked to another. Every time we got a call or a letter, it was from a different person in a different agency in a different state. What a bizarre way of doing business. I WILL NEVER RENT FROM ENTERPRISE AGAIN! NEVER NEVER NEVER!