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Enterprise Rent-A-Car Complaint - Enterprise is a horrible company - Car Rental
Car Rental - Complaint
PITTSBURGH, PENNSYLVANIA -- This a version of the letter I sent to Andy Taylor, the company CEO. I removed information that could identify who I am.
-------------------
Andrew C. Taylor
Chairman and CEO, Enterprise Rent-A-Car Company
600 Corporate Park Drive
St. Louis, MO 63105
Dear Mr. Taylor,
My most recent, and final, experience with your company can only be classified as hell. I was to attend a conference for the over the final weekend of September 2007. I decided to rent a car and chose your company because it had the best value. But after the problems, hassles and frustrations I dealt with from your employees and your company, I will never again use Enterprise, or its affiliated car rental companies.
After making reservations on Expedia.com, I thought it would be best to contact the Enterprise location at the local International Airport (the location I planned to rent from) with questions. On Monday, Sept. 24, 2007, around 1:20 p.m., I called the airport location asking if it was okay to rent a car using a debit/credit card. The gentleman I spoke with assured me that it was fine and that a deposit of $150 be added to be bill and returned following a successful transaction. Everything was set.
However, on Thursday, Sept. 27, 2007 (the day I planned to leave), I was told by the very unfriendly desk clerk that he could not allow me to rent a car for two reasons: I did not have a credit card and I did not have any flight information. I live rather close to the airport location (and had rented from it previously) and decided I’d do it again. The location has the best hours of operation. Not until I went to rent the car was I told that I needed a flight reservation to rent a car from the airport location.
After speaking with the manager and being treated absolutely rudely by both of the desk clerks, I returned home and called the customer service line. The operator apologized plenty of times for the problems and assured me that everything would work.
The new plan was to rent from the another location nearby. I informed her of the credit card situation and she assured me that I needed two banking/billing items that proved I have income and proved that I am me. I again asked if this was all that was needed. She promised that it is exactly what was needed, plus the $150 returnable deposit.
Friday, Sept. 28, 2007, I get to the other location with proof of income in hand and was told by Caitlin, the employee, that I needed to provide a phone bill to rent a car. After explaining to her the situation and telling her that the service line did not mention that I needed a phone bill, she said she couldn’t help. I then contacted my father who left work to assist in this situation. He ended up placing the car on his credit card.
Situation over, right? Wrong. Moments before I was set to leave, my father noticed that the Kia Rio car I was issued had a driver’s side rear flat tire and that the state’s registration sticker was missing. After waiting nearly 25 more minutes, Rob, the manager on duty, replaced the Rio with a Ford Focus. And, again, a missing state registration sticker.
The fiasco with your company ruined my trip, as I was expected to be at the hotel on Thursday evening. But because I couldn’t leave for the conference until Friday around 9:30 a.m., not only did I miss out on a good bit of the events but the event I volunteer for is being charged a one-night hotel fee because I was not there Thursday evening.
Because of the miscommunication between your company policy and your employees, and for the lack of professionalism and help from everyone I dealt with at your company, I am demanding you not only refund the $55.02 for the rental car but also $109 for the room reservation I was not able to use at the hotel. Had I known all of these stipulations when I first had questions, I would have made other arrangements.
Believe me, I have informed many people of my dissatisfaction with your company. I do not rent cars often, but it is going to be an extremely long time before I ever choose your company again.
I look forward hearing from you.
Sincerely,
.............................
-------------------
Andrew C. Taylor
Chairman and CEO, Enterprise Rent-A-Car Company
600 Corporate Park Drive
St. Louis, MO 63105
Dear Mr. Taylor,
My most recent, and final, experience with your company can only be classified as hell. I was to attend a conference for the over the final weekend of September 2007. I decided to rent a car and chose your company because it had the best value. But after the problems, hassles and frustrations I dealt with from your employees and your company, I will never again use Enterprise, or its affiliated car rental companies.
After making reservations on Expedia.com, I thought it would be best to contact the Enterprise location at the local International Airport (the location I planned to rent from) with questions. On Monday, Sept. 24, 2007, around 1:20 p.m., I called the airport location asking if it was okay to rent a car using a debit/credit card. The gentleman I spoke with assured me that it was fine and that a deposit of $150 be added to be bill and returned following a successful transaction. Everything was set.
However, on Thursday, Sept. 27, 2007 (the day I planned to leave), I was told by the very unfriendly desk clerk that he could not allow me to rent a car for two reasons: I did not have a credit card and I did not have any flight information. I live rather close to the airport location (and had rented from it previously) and decided I’d do it again. The location has the best hours of operation. Not until I went to rent the car was I told that I needed a flight reservation to rent a car from the airport location.
After speaking with the manager and being treated absolutely rudely by both of the desk clerks, I returned home and called the customer service line. The operator apologized plenty of times for the problems and assured me that everything would work.
The new plan was to rent from the another location nearby. I informed her of the credit card situation and she assured me that I needed two banking/billing items that proved I have income and proved that I am me. I again asked if this was all that was needed. She promised that it is exactly what was needed, plus the $150 returnable deposit.
Friday, Sept. 28, 2007, I get to the other location with proof of income in hand and was told by Caitlin, the employee, that I needed to provide a phone bill to rent a car. After explaining to her the situation and telling her that the service line did not mention that I needed a phone bill, she said she couldn’t help. I then contacted my father who left work to assist in this situation. He ended up placing the car on his credit card.
Situation over, right? Wrong. Moments before I was set to leave, my father noticed that the Kia Rio car I was issued had a driver’s side rear flat tire and that the state’s registration sticker was missing. After waiting nearly 25 more minutes, Rob, the manager on duty, replaced the Rio with a Ford Focus. And, again, a missing state registration sticker.
The fiasco with your company ruined my trip, as I was expected to be at the hotel on Thursday evening. But because I couldn’t leave for the conference until Friday around 9:30 a.m., not only did I miss out on a good bit of the events but the event I volunteer for is being charged a one-night hotel fee because I was not there Thursday evening.
Because of the miscommunication between your company policy and your employees, and for the lack of professionalism and help from everyone I dealt with at your company, I am demanding you not only refund the $55.02 for the rental car but also $109 for the room reservation I was not able to use at the hotel. Had I known all of these stipulations when I first had questions, I would have made other arrangements.
Believe me, I have informed many people of my dissatisfaction with your company. I do not rent cars often, but it is going to be an extremely long time before I ever choose your company again.
I look forward hearing from you.
Sincerely,
.............................
Comments:
Posted by Timboss on 2007-10-01:
You asked if they took a debit/CREDIT card, the clerk heard Credit card and took your reservation. But the other items are interesting - I very seldom ever put flight information down on a rental car form. Also, some cars they have are from other States that do not require a sticker, I live in one, so the vehicle may have been registered in a different State. I agree with JayD on the fact that you need a credit card if you are going to be renting cars - I tried to rent one once and I needed all the information you talked about.
Posted by EnterpriseSucks on 2007-10-01:
Online, it said that many car rental companies take debit cards. That's why I called to see if they did. And that's when I was told yes. I even explained to the employee that it was a bank card for my checking account.
The vehicles were BOTH registered in Pennsylvania.
The vehicles were BOTH registered in Pennsylvania.
Posted by Timboss on 2007-10-01:
You could notify the DOT that Enterprise is renting cars without inspection stickers. I looked on the DOT website and found something very interesting, it seems if you register in certain counties you do NOT need an inspection:
Who must participate?
Motorists with gasoline powered cars, vans and light-duty trucks (9,000 lbs. or less gross vehicle weight), with a model year 1975 and newer registered in Allegheny, Beaver, Berks, Blair, Bucks, Cambria, Centre, Chester, umberland,Dauphin, Delaware, Erie, Lackawanna, Lancaster, Lebanon, Lehigh, Luzerne, Lycoming,Mercer, Montgomery,
Northampton, Philadelphia,Washington, Westmoreland and York counties are required to participate in Pennsylvania’s Vehicle Emissions Inspection & Maintenance (I/M) Program.
The plot thickens.
I had a similar experience with an airline. I wanted to pay by check at the counter. I called and talked to 2 different people and explained I wanted to pay by CHECK at the counter, they both said no problem. When I got to the counter, of course, they wouldn't accept a check. So many times there is a disconnect between what they say on the telephone and what really happens.
Who must participate?
Motorists with gasoline powered cars, vans and light-duty trucks (9,000 lbs. or less gross vehicle weight), with a model year 1975 and newer registered in Allegheny, Beaver, Berks, Blair, Bucks, Cambria, Centre, Chester, umberland,Dauphin, Delaware, Erie, Lackawanna, Lancaster, Lebanon, Lehigh, Luzerne, Lycoming,Mercer, Montgomery,
Northampton, Philadelphia,Washington, Westmoreland and York counties are required to participate in Pennsylvania’s Vehicle Emissions Inspection & Maintenance (I/M) Program.
The plot thickens.
I had a similar experience with an airline. I wanted to pay by check at the counter. I called and talked to 2 different people and explained I wanted to pay by CHECK at the counter, they both said no problem. When I got to the counter, of course, they wouldn't accept a check. So many times there is a disconnect between what they say on the telephone and what really happens.
Posted by Timboss on 2007-10-01:
You could notify the DOT that Enterprise is renting cars without inspection stickers. I looked on the DOT website and found something very interesting, it seems if you register in certain counties you do NOT need an inspection:
Who must participate?
Motorists with gasoline powered cars, vans and light-duty trucks (9,000 lbs. or less gross vehicle weight), with a model year 1975 and newer registered in Allegheny, Beaver, Berks, Blair, Bucks, Cambria, Centre, Chester, umberland,Dauphin, Delaware, Erie, Lackawanna, Lancaster, Lebanon, Lehigh, Luzerne, Lycoming,Mercer, Montgomery,
Northampton, Philadelphia,Washington, Westmoreland and York counties are required to participate in Pennsylvania’s Vehicle Emissions Inspection & Maintenance (I/M) Program.
The plot thickens.
I had a similar experience with an airline. I wanted to pay by check at the counter. I called and talked to 2 different people and explained I wanted to pay by CHECK at the counter, they both said no problem. When I got to the counter, of course, they wouldn't accept a check. So many times there is a disconnect between what they say on the telephone and what really happens.
Who must participate?
Motorists with gasoline powered cars, vans and light-duty trucks (9,000 lbs. or less gross vehicle weight), with a model year 1975 and newer registered in Allegheny, Beaver, Berks, Blair, Bucks, Cambria, Centre, Chester, umberland,Dauphin, Delaware, Erie, Lackawanna, Lancaster, Lebanon, Lehigh, Luzerne, Lycoming,Mercer, Montgomery,
Northampton, Philadelphia,Washington, Westmoreland and York counties are required to participate in Pennsylvania’s Vehicle Emissions Inspection & Maintenance (I/M) Program.
The plot thickens.
I had a similar experience with an airline. I wanted to pay by check at the counter. I called and talked to 2 different people and explained I wanted to pay by CHECK at the counter, they both said no problem. When I got to the counter, of course, they wouldn't accept a check. So many times there is a disconnect between what they say on the telephone and what really happens.
Posted by spiderman2 on 2007-10-01:
TimBoss, in Pennsylvania all vehilces need a yearly inspection sticker. The above listing of counties is for those who needs to have an emissions sticker. THey are 2 different stickers. (and don't even get me started on how stupid this is since older cars are exempt!!)
Posted by Too Good To Be True on 2007-10-01:
Interesting.
<;O)
<;O)
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