However, because of drop-off hours I needed, I took another chance on them…and they surpassed their own level of ridiculousness.
Ms. Lee took great care of me. Quickly took care of the reservation I'd made at another location a week before.
Thanks Ms. Lee, you really made my day!
I reserved a vehicle on Oct 27th for p/u at 2:30 PM on Tuesday, Nov 14th. On Nov. 7th I received a voicemail from Tasha (a CSR at this location) to call them and confirm my reservation. I have NEVER had a rental company call me to confirm, so when I called her back I asked if there was a problem. Her response was – and this is a direct quote -- “No, this is something new we are doing to provide a better customer experience by making sure we have vehicles available.” I thought “Great, it sounds like maybe they are really trying to do better”. Yeah, that’s what I get for thinking. Sigh.
I was also advised that the area manager would contact me regarding this situation. It is now a full week and I have heard nothing. So, they probably lied about that too.
When I voiced dissatisfaction with the wait (45 minutes post p/u time) I was told “There’s nothing we can do about it. We’ve got 95% out and all the cars have to come from West Palm.” Ummmm, OK…I again pointed out that I had made my reservation 18 days prior, and THEY'd confirmed it 7 days prior, and it's only a 2 hour drive to WPB...so why no vehicle? She chose to ignore me and answer the phone.
First and last time renting from Enterprise. This location is run down and had an awful smell inside the building. Reserved a vehicle and paid for it in advance. Showed up and my vehicle was not ready even after they called to confirm the day prior I was still coming. Then my rental had body damage (gaping hole in the sheet metal), was on a 1/4 tank of gas and later discovered they left marijuana in it. Still charged full price and no one seems to care when I returned it or at the corporate office.
A few days ago, my friend made a reservation on-line for 2 days rental for the trip for us. Today I was going enterprise to pick up a car and I got a call saying there is no vehicle left!! What is the point of reservation? Then a man from enterprise said that there is only one car left in Fort Pierce, and I should be one to go there and pick up the car. I was very furious because all the plans had to be changed!!!! And no car! Now I have to go other rentals to search a car. Never gonna use enterprise for my life time
On the 14th, I showed up at 2:20 PM, and at 2:45ish was finally able to get up to a CSR (yup – busy on the phone taking reservations while customers stood waiting in front of them for their already-reserved vehicles). I was then informed that the class of vehicle I had reserved “was not available”, and that all they had available right now was a Tahoe or a minivan they could give me. Would that be OK?
So, I told them it was NOT “OK”, if I’d wanted either of those vehicles, I would have reserved it. Side note -- they tried to pawn those off to 3 other customers who came in after me, with no luck. So now 4 people were inconvenienced. After half an hour, one customer took the minivan, b/c he had to get back to work. I don’t know what happened to the other two…
I had a fantastic experience here last week.
Seriously? THEY called ME a week before to confirm, and now there is NO vehicle available? I mean, it’s not like I walked in off the street and wanted a car…. My only option is to pick between two vehicles that both handle poorly/are bad on gas?
The shift manager Jen went above and beyond to provide unmatched customer service and ensure that we were happy. We had a few minor issues that caused the overall experience to be less than it could have been, but because of Jen and her service and professionalism, this will be our first choice whenever we need a car rental.
Worst. Rental. Experience. EVER. Where to start…I’ve rented cars from all the “majors”, at both airport and local sites, and I always try to avoid this one if I can, as they are historically very poorly managed. (For example, on one visit, there was a 7-customer line while all 3 CSR’s were answering the phones and taking new reservations – so customers with confirmed reservations who were ready to pick their vehicle up and leave, were made to wait for about 15-20 mins.)
The entire time I was offered no recognition of the fact that that they really messed up; no acknowledgement of the inconvenience they were putting me through due to their service failure. The only recognition of this was when I was told “you don’t have to return it on Full”; whereupon I pointed out to her that they were giving it to me on ½ tank, so I don’t have to return it on Full anyways – kind of a worthless offer. I guess that offended her b/c she turned around and walked away?
Finally, after waiting AN HOUR past my p/u time, a car became available – not even in the same “class” as I reserved, a lower one. But, needing to get to work myself I took it and left.
Enterprise Rent A Car is a US Car Rental based in Vero Beach, Florida. Enterprise Rent A Car is located at 905 US-1, Vero Beach, FL 32960, USA.
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