Beware Enterprise are SCUM

Liberty Lake, WA Location -

This Company has some serious problems. Just today I made a reservation for a pickup truck and I requested a ride over to the rental office. They said that they would be at my house at 12:30 p.m. and they would take me back to the rental office and fill out the paperwork. Well, I go to my house at the designated time and no one ever shows up. So, I give them a call and the gal said she is going to leave in 5 minutes. Another 30 minutes passes, and no one shows up.

I was on my lunch had to get back to my office. Upon my return I find that there is a voicemail that was left right at 12:30 from their office manager saying that no one could come over and that they decided to take my reserved pickup truck and use it somewhere else. WTF!

When I made the original reservation, the manager told me I needed to confirm the truck immediately or they could rent it to someone else very quickly. So I did, and when he quoted me a price of $ 100.00 per day for a Chevy Silverado, I said that I called a downtown location and for the exact same vehicle and same days they quoted me $ 79.00 per day. He said “oh, well I can match that since you already have a quoted price”. WTF!

Bottomline, someone else called that would pay more( $ 100.00) and probably for longer number of days and that is why they bumped my reservation.

I will NEVER do business with Enterprise in the future. I suggest others find some other place to rent a vehicle as well.

Originally Posted by Proracer45

Liberty Lake, WA Location -

This Company has some serious problems. Just today I made a reservation for a pickup truck and I requested a ride over to the rental office. They said that they would be at my house at 12:30 p.m. and they would take me back to the rental office and fill out the paperwork. Well, I go to my house at the designated time and no one ever shows up. So, I give them a call and the gal said she is going to leave in 5 minutes. Another 30 minutes passes, and no one shows up.

I was on my lunch had to get back to my office. Upon my return I find that there is a voicemail that was left right at 12:30 from their office manager saying that no one could come over and that they decided to take my reserved pickup truck and use it somewhere else. WTF!

When I made the original reservation, the manager told me I needed to confirm the truck immediately or they could rent it to someone else very quickly. So I did, and when he quoted me a price of $ 100.00 per day for a Chevy Silverado, I said that I called a downtown location and for the exact same vehicle and same days they quoted me $ 79.00 per day. He said “oh, well I can match that since you already have a quoted price”. WTF!

Bottomline, someone else called that would pay more( $ 100.00) and probably for longer number of days and that is why they bumped my reservation.

I will NEVER do business with Enterprise in the future. I suggest others find some other place to rent a vehicle as well.

i understand your frustration, coming from working for erac for a yr or so.
they constantly overbook on deals, it's called book no look...i used to cringe when people would reserve specialty cars such as trucks or vans, cause we would rarely have them available
the company pays it's employees on "on rent" percentages so their is pressure to never have cars available aka sit tight.
just understand it's not the poor hack in the office's fault, it's is under management squeezing every last dollar out of the populace when ever possible

yeah, you're probably right. you got outbid. being that I still work for the green machine, i agree with the second poster that you probably got outbid.

it does suck. but i can honestly tell you any time you ask to be 'picked up' you are asking for trouble. of course, the logo says 'we'll pick you up,' but that usually translates to saying 'we can bump him back a bit and wait for the next truck to return since we have somebody here right now.'

as for the pressure to 'sit tight?' i agree to an extent. I always hear the excuse that hertz, etc., doesn't overbook, but they also don't rent to the pure fucking scum that erac does.

for the orginal poster, please understand that for every 20 reservations erac takes, at least five don't show up, 7 don't qualify and 2 should be in prison. that's why we take the walkins all day long if they are in front of us and qualify to rent.

as for $100/day for a silverado? if you're willing to pay that then you are an idiot. then again, come to my office and i'll have you one every time.

They are hammering you on that rate. You realize ERAC's breakeven on the truck (which happens to be the most scaled down Chevy makes) is probably like $28.50/day.

Sounds like you're getting bent over twice.

Originally Posted by I-8-ERAC

yeah, you're probably right. you got outbid. being that I still work for the green machine, i agree with the second poster that you probably got outbid.

it does suck. but i can honestly tell you any time you ask to be 'picked up' you are asking for trouble. of course, the logo says 'we'll pick you up,' but that usually translates to saying 'we can bump him back a bit and wait for the next truck to return since we have somebody here right now.'

as for the pressure to 'sit tight?' i agree to an extent. I always hear the excuse that hertz, etc., doesn't overbook, but they also don't rent to the pure fucking scum that erac does.

for the orginal poster, please understand that for every 20 reservations erac takes, at least five don't show up, 7 don't qualify and 2 should be in prison. that's why we take the walkins all day long if they are in front of us and qualify to rent.

as for $100/day for a silverado? if you're willing to pay that then you are an idiot. then again, come to my office and i'll have you one every time.

They are hammering you on that rate. You realize ERAC's breakeven on the truck (which happens to be the most scaled down Chevy makes) is probably like $28.50/day.

Sounds like you're getting bent over twice.

sitting tight was a big deal when i worked for e
my branch would lose all extra cars just to sit tight for the day
only to be fucked the next day when we had 10 deals and 2 cars (small branch)
caused so much stress and confusion, yet they wouldn't have it any other way apparently

First poster,

Unfortunately, your story it WAY too common. Below is a message from a disgruntled renter to the RVP of my region (Steven Nelick 15NN), and his forward to the employees of the region. It shows how we (ESPECIALLY Steven Nelick) LOVE to turn a blind eye and a deaf ear to your problems. Read how Steven spins this systematic problem into a success story for our Region. HE DOESN'T CARE ABOUT YOUR REAL PROBLEM PETE.

And how embarrassing is this for Ryan Wilson, the Berwyn branch and the rest of DD upper mgmt. that Steven rolled this tongue-in-check message to our entire Region. What a joke. Don't you take Customer Alerts seriously Milwit? They come straight to your inbox!!!!!!! Don't worry he won't be getting in ESQi call against DD b/c you couldn't even get in in a rental. NN will go down on him to make sure he is completely satisfied.

Enjoy...

p.s. The poster who said many of our customers are low-life scum is also dead on correct. Ignorant people suck.


* * * * * ** *


Dan, WAY TO GO on wowing this customer. I appreciate your ability to give awesome service.

Steven



--------------------------------------------------------------------------------
From:
Sent: Friday, July 06, 2007 8:54 AM
To: Nelick, Steven H
Subject: Positive Experience after a Terrible One





Hi Steven,

I rented a car from the Berwyn, IL branch this past Monday and had a terrible experience ...long story ... I called the 800 number to complain and eventually they got me to Allie in Highland Park who said she would take care of me. I am really writing this e-mail to sing the praises of Dan Cliff of your Deerfield branch. I showed up after hours and he was able to switch cars for me on the spot ... Now that is what I call customer service ... He renewed my faith in your company. I have several reservations coming up and I can only hope there are more Dan Cliffs' in your network !!! I am waiting for a call back from Ryan Wilson who is supposedly the regional manager for Berwyn. It looks like that zone needs lots of work since the person said I would get a call back within an hour and that has not happened. It's funny because when I called the 1-800 number to complain they said somebody would get back to me in 48 hours and that was Monday ... Food for thought ...Don't promise what you can not deliver !!!!

GO DAN !!!!

Regards,

Peter