Enterprise Rent-A-Car Complaint - Enterprise is a horrible company
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.