Enterprise Rent-A-Car Complaint - Trying to rent a car
OXON HILL, MARYLAND -- To: The Chairman
The word upset does not encompass my feelings about the poor service I received this week at Enterprise Rent a Car.
On Tuesday of this week I brought my car into the body shop and had a car reservation made at the Enterprise location on Livingston Road in Oxon Hill, MD. I waited for two hours to be picked up, and was forgotten about. I had repeatedly called the location every half hour asking to be picked up. It never happened. At 5:50 the owner of the body shop drove me to the Enterprise location on Saint Barnabas Road in Temple Hills, MD. I was very mad at this point.
Once in the Enterprise on Saint Barnabas Road, everyone was sprinting for the door because it was quitting time. I was helped quickly but my reservation could not be found. I ended up wasting another hour only to be told that my reservation could not be found. I called farmers insurance and allow the assistant manager to use my cell phone to speak with the Farmers customer service representative. Farmer’s representative told him, they had authorized the rental but did not have the number. Farmers ask if he would bill it to a corporate account and use the customer service representative’s extension as their authorization. He refused to take the authorization. He glibly offered to allow me to rent the car on my own charge card and he said, “The insurance company will reimburse you for the fee”. Since when is the assistant manager allowed to speak for Farmers insurance? How do I know that will work out? I said NO!
He offered me a ride to someplace close by. He should have been offered a ride home. I had to ask my mother to come and pick me up. My 70 year old mother does not like to drive at night and is nervous to drive through some of the neighborhoods that are along the way. Thankfully as mothers do; she drove me home. Wasting her time and gas.
The next day I needlessly had to take public transportation to work. It take a lot longer to get to work by public transit; for me it means having to take an extra hour to get to work.
Once at work I called Farmers and asked my adjuster for help. I was directed back your Livingston Road location, asking again for my reservation that they supposedly had. Only one person in that office was aware of the issue and had the reservation number. I wonder what would have happened if she was not there?
It turns out that my reservation was incorrectly entered into the computer system and no one could find it as a result. I asked that the reservation be transferred to the closest location in Arlington, VA. (Glebe Road). I was told that a car would be at my office by 1:30 to pick me, and that they would call before when the driver was on his way. Guess, what? I waited until 1:30 and did not receive a phone. I figured I had better fix the problem myself before the same set problems arose again. I called and was picked up and brought to their office around 2. The Glebe Road location could not find my reservation either. I had them call Livingston Road to get the number. No one was at Livingston Road that could help me. The young lady who knew the number was probably at lunch. I thought here we go again, and what am I going to do without a car for the night.
I was getting really mad again. I said to them, “I do not care what you have to do, but I want that number now!” Eventually, they found the number and gave it to the service person at Glebe Road. It took me almost 24 hours to get a car! This service is totally unacceptable!
I was stuck throughout this process . . . I could not select another car rental company if I wanted to be reimbursed.
Enterprise advertises, “We will even pick you up”. There should be a disclaimer on that promise, “only after you yell and scream and wait for 24 hours”
• What is the problem?
• Why don’t these offices communicate with one another . . . all the locations say Enterprise?
• Where was my reservation?
• Why could it not be found?
• Why is this company unable to deliver on the advertised promise to come and pick me up?
I experienced, utter incompetence by Enterprise Rent a Car. Your company failed to deliver the goods and services that Enterprise Holdings is in business to accomplish. Enterprise lost a day’s rental, and more importantly you have lost a customer.
• How is this company going to solve this problem?
• How is your organization you going to make amends’ to me for my aggravation, and wasted time?
• Enterprises actions had consequences that were not even considered.