Enterprise

Car broke down 5.5 hours from home. Roadside assistance said a field manager would need to contact me about getting a replacement car. None was available on a Saturday - the field manager never called me back. It was only after calling roadside assistance several more times that they responded however they got the number of people in our party wrong; the address where we were located wrong and the right hand didn’t know what the left hand was doing. We also had to contact them to get approval for an Enterprise authorized service station to fix the vehicle. Just under 5 hours later the car was fixed. This happened before we could get anyone’s attention that we were essentially stranded. Their customer service was horrible; they don’t maintain their cars and unfortunately are the only game in town. They need some competition if they expect to be good again.

I have been an ENTERPRISE GOLD MEMBER/BUSINESS for many years. I have watched the customer service deteriorate and have had 'near misses' with 'no cars available'. This morning I went to my local Enterprise Office to pick up a rental for a business trip (reservation #1546516788). I was informed that there were No Cars Available, and that the representative had, "called me 30 minutes before to notify me"! My ride had already driven off and I was stranded. The representative did tell me that he had 'called all branches to try and find me a car, but to no avail". I was stranded and the representative offered no other help to address my situation. I asked him why I had not been called the night before with the heads-up that a car might not be available - I could have had a PLAN 'B'. No answer! Fortunately, MIKE was there. He has given me rides home from time to time when I have dropped off other rentals. I asked Mike if he could take me to my house to pick up my personal car; which he did. As a Corporate Office Employee I travel a great deal. I no longer feel confident that Enterprise can meet my needs. As I said before, I have been enroute to the Enterprise Store on other occasions when "The Call Came that there were no cars". On those occasions I was able to have my ride turn around and take me home. Poor planning and lack of communication! Enterprise had such a good reputation pre-COVID.

On 11/09/22, I was hit by a deer and reported it to my insurance company. State Farm referred me to Enterprise near my house in 21212. On 11/10/22, I received a call from the manager Sam Steinhoff who introduced herself and told me that she did not have any cars today and made me an appointment for 11/11/12 between 3 and 3:30pm. I explained to Ms. Steinhoff that I would like a economy car if possible. She stated that if one is not in then she would do a upgrade but give it to me for the price of a economy car. Upon arrival, it was a couple in the store requesting a car and she stated that she did not have any but took the time to call around and find a enterprise that has a car in stock for them. When it was my turn, Ms. Steinhoff stated that she again did not have any cars but only a challenger. I tried to explain to her that I needed a economy car but she kept cutting me off, I then told her I would take the challenger but if she gets in a economy car could I swap. She then went on to say that the store does not really get in economy cars. Ms. Steinhoff tried to charge me a higher price then what she stated on the phone. When I was trying to talk to her she cut me off, huffed at me and to top it off when another agent came in she brushed me off and told him to help me without finishing the conversation. Lastly she agreed to the economy price but instead of us finishing the talk she looked over the other agent and stated give her the economy price. My issue is she is very rude, disrespectful and has very little customer service skills. People respond usually to how we are being treated. the whole incident could have gone south if I was not mature and understand that when we deal with people of all walks of life we must be aware of how we talk and approach them. My complaint was filed on 11/09/22 to date no one has called me.

What should’ve been one of the happiest days turned into a horrible, expensive nightmare. On the day of my sons wedding while 1500 miles from home the car that I rented broke down with my children in the middle of a four-way stop then when I was instructed to get the car to the rental Place closest I was rudely and ignorantly disregarded and ended up missing my son’s wedding but that’s not the end of it because not only did I miss my sons wedding, but my middle son was the best man my youngest son was the ringbearer so wedding is ruined. A mother misses her son, getting married and my sons missing the opportunity to stand with their brother while he got married. And it was not too too lack of effort on my part I not only had enterprise on the phone one time I had them on there two times while this girl in Layton Utah, told me to sit down and wait that 10 minutes two hours I was late to the wedding, I could never get that back. There was nothing but a oh I’m sorry will just give you your rental for free. The entire point of the trip was ruined because she wanted to be done with work because she did not want to help me or my children who had already been in a four-way with a broken down car that was rented from our Moe’s but I had to get that vehicle to the closest enterprise which was 0.8 miles and not only did she refused to help me, but then tried to take the people that were waiting behind me next so if you got big plans, and you’ve spent a lot of money to be able to get here, and then you wanna disappoint your children all of them go ahead and rent from enterprise because I’ve already complained. I’ve already thrown a fit because I could never get that back ever and neither can my children and I’m still being disregarded. I’m still being ignored minus the fact that they ruined the wedding they ruined our trip. Because even though I have spoke with them in person, I have spoke with them on the phone I have emails I have been completely ignored and disregarded so I will continue to post a review on every freaking website, hoping that this doesn’t happen to one person because it’s not fair.