Enterprise Rent-A-Car Complaint - Reservation w/Confirmation Number doesn't mean ANYTHING...35 vehicles short of those with confirmation of car rental
LAFAYETTE, INDIANA -- Hello Enterprise,
Why do you let the customer think that they have a car reserved, including a confirmation number and then not have a car for them?
My original Lafayette, Indiana reservation was for the Enterprise at 3705 McCarty Lane called my home at 6:07pm Friday night and told me that they had no cars for my next morning reservation and offered no solutions.
I called the 800- telephone number for Enterprise and was told my confirmation number would stay the same, but that I was to go to the 3107 Builder Dr. Lafayette location instead on Saturday morning.
Upon arriving at the Builder Dr. location, I was informed that this location had no car for me and no returns were expected before 4pm. The employee stated that he had called the West Lafayette office and there were no cars to be rented there either.
I used the phone at the Builder Dr. location to call the 800- Enterprise number once again and asked if there was an Enterprise location in perhaps Frankfort, Lebanon, or Monticello, Indiana and the answer was no there either wasn't a location or there weren't any cars.
By this time I was at my wits end, needing to pick up my family members and start the 3 hour drive to Nappanee, Indiana for the wedding we were to attend.
It was at that time that I contacted Avis car rental in Lafayette. I had no history with this company at all, but they agreed to rent me a vehicle on this very short notice.
I was relieved and surprised to find that the vehicle was a Dodge van with 5000 miles on it and for a two day rate, only slightly higher (47.92 including taxes) than the 39.94 that I was to have paid for the Enterprise compact car.
In the past I have been very happy with my Enterprise rendered service until this past weekend, after this episode however I have very strong reservations. Coming so close to missing this family, out-of-town wedding was very stressful and leaves a bad taste in my mouth when thinking of Enterprise.
Something needs to change with the way the on-line reservation system. In the past it has said "Sold out", try another location. There was no indication that the Lafayette locations were sold out at all this time.
The McCarty location was short like 27 vehicles. The Builder Drive location was over-sold by 8+ cars.
Enterprise spends a lot of money on advertising and does a lot of discounting to keep their corporate clients. How about a little more level of service to the individual customer?
"We'll pick you up", sounds great on the TV commercial, but "We'll let you down" when you were really counting on us" was more the reality for me and my family this past weekend.