Enterprise Rent-A-Car Informative - Unacceptable Service and Professionalism
My experience with Enterprise was a nightmare and I would not ever recommend them. If you are seeking to rent a car, I would highly advise only renting from Enterprise as a last resort. I hope that this review will help others avoid the horrendous situation that they put me through. I think it’s a pity that I must admit that I think that Enterprise lacks respect for their clientele, needs serious improvement in their customer service department, and that their level of professionalism is so severely deficient that it’s to the point of non-existent.
I reserved a car from Enterprise the day before I needed it. Although it was short notice, the company assured me that they would be on-time for my 9:30am pickup the following day. The next morning, I received a call at 9:15am from Enterprise where they said that they weren’t able to obtain directions to my pickup location because they didn’t have my zip code. I found this behavior very suspicious and extremely unprofessional. First, having used mapquest myself, if a zip code is missing, the system automatically fills it in for you; second, the proper thing that should have been done is to have obtained directions to my pickup location the evening before.
Enterprise then proceeded to ask me for directions. As I was a tourist in the area and wanted to rent a car to go sightseeing, I was unfamiliar with the area. Enterprise told me that they would call me back when they were on their way. I was concerned that I was going to be late and would miss all the tourist attractions that I had planned for the day and so mentioned that I had scheduled a 9:30am pickup time and that they needed to honor that, or at least take it into consideration.
I was very surprised when five minutes later, I received a call back saying that they had found my location via mapquest. A bit confused, I asked them how they managed to get the missing zip code information they had been missing. They then said, “oh yeah, we’ve always had it; the site wasn’t working earlier.” I mentioned that this wasn’t what they had previously told me. However, as I was in a rush and already running late due to Enterprise’s error, I told them to hurry.
Twenty minutes later, there was still no sign of Enterprise. I called back and was told that they were on their way. Then, moments after hanging up the phone, I received another call from Enterprise and what he said to me was shocking, amusing, and inappropriate. The man told me that while he had not been working yesterday when I made my reservation and arranged my pickup, he had heard from the employees that had been working that I was sexually harassing them. I asked him to clarify and he said, “well, you were very flirtatious on the phone.” I was stunned because I had not been, and even if I was, what normal man would complain about that? As such, I told him that he was in no position to accuse me of such behavior when he wasn’t even at work yesterday and that I felt that the wild accusation was only to cover their tracks that they had not been properly organized in meeting a client’s reservation. The man then said that he would call back.
By now, Enterprise was almost an hour late from the original scheduled pick-up time. I contacted Enterprise customer service. When I explained the situation to the national enterprise customer service representative, she wasn’t able to stop laughing. She exclaimed: “I’m sorry, I’ve never had a customer complain that a company wouldn’t pick them up because of flirting!” I admit that it sounds a bit ridiculous, but that’s what happened.
The national customer service representative then contacted the regional manager who then arranged a pick-up for me. By this time, it was 12:00pm; two and a half hours from my original scheduled pick-up time.
Although I am very disappointed in how Enterprise handled the situation, I am also very dissatisfied with how the regional manager settled the dispute. All he did was tell me, “hey I got you in a car.” There was no acknowledgement of wrong on the part of the employees, no apology, and no discount.
I don’t believe that a paying client should ever be treated in this manner. Customers should be treated with respect and dignity and I don’t believe that exists at Enterprise. With so many rental car options available, it would be a serious mistake to choose Enterprise.