Never again, Enterprise

This a version of the letter I sent to Andy Taylor, the company CEO. I removed information that could identify who I am.

-------------------

Andrew C. Taylor
Chairman and CEO, Enterprise Rent-A-Car Company
600 Corporate Park Drive
St. Louis, MO 63105


Dear Mr. Taylor,

My most recent, and final, experience with your company can only be classified as hell. I was to attend a conference for the over the final weekend of September 2007. I decided to rent a car and chose your company because it had the best value. But after the problems, hassles and frustrations I dealt with from your employees and your company, I will never again use Enterprise, or its affiliated car rental companies.

After making reservations on Expedia.com, I thought it would be best to contact the Enterprise location at the local International Airport (the location I planned to rent from) with questions. On Monday, Sept. 24, 2007, around 1:20 p.m., I called the airport location asking if it was okay to rent a car using a debit/credit card. The gentleman I spoke with assured me that it was fine and that a deposit of $150 be added to be bill and returned following a successful transaction. Everything was set.

However, on Thursday, Sept. 27, 2007 (the day I planned to leave), I was told by the very unfriendly desk clerk that he could not allow me to rent a car for two reasons: I did not have a credit card and I did not have any flight information. I live rather close to the airport location (and had rented from it previously) and decided I’d do it again. The location has the best hours of operation. Not until I went to rent the car was I told that I needed a flight reservation to rent a car from the airport location.

After speaking with the manager and being treated absolutely rudely by both of the desk clerks, I returned home and called the customer service line. The operator apologized plenty of times for the problems and assured me that everything would work.

The new plan was to rent from the another location nearby. I informed her of the credit card situation and she assured me that I needed two banking/billing items that proved I have income and proved that I am me. I again asked if this was all that was needed. She promised that it is exactly what was needed, plus the $150 returnable deposit.

Friday, Sept. 28, 2007, I get to the other location with proof of income in hand and was told by Caitlin, the employee, that I needed to provide a phone bill to rent a car. After explaining to her the situation and telling her that the service line did not mention that I needed a phone bill, she said she couldn’t help. I then contacted my father who left work to assist in this situation. He ended up placing the car on his credit card.

Situation over, right? Wrong. Moments before I was set to leave, my father noticed that the Kia Rio car I was issued had a driver’s side rear flat tire and that the state’s registration sticker was missing. After waiting nearly 25 more minutes, Rob, the manager on duty, replaced the Rio with a Ford Focus. And, again, a missing state registration sticker.

The fiasco with your company ruined my trip, as I was expected to be at the hotel on Thursday evening. But because I couldn’t leave for the conference until Friday around 9:30 a.m., not only did I miss out on a good bit of the events but missed out on a hotel reservation because of your company.

Because of the miscommunication between your company policy and your employees, and for the lack of professionalism and help from everyone I dealt with at your company, I am demanding you not only refund the $55.02 for the rental car but also $109 for the room reservation I was not able to use at the hotel. Had I known all of these stipulations when I first had questions, I would have made other arrangements.

Believe me, I have informed many people of my dissatisfaction with your company. I do not rent cars often, but it is going to be an extremely long time before I ever choose your company again.

I look forward hearing from you.

Sincerely,
.............................

Originally Posted by EnterpriseLost

This a version of the letter I sent to Andy Taylor, the company CEO. I removed information that could identify who I am.

-------------------

Andrew C. Taylor
Chairman and CEO, Enterprise Rent-A-Car Company
600 Corporate Park Drive
St. Louis, MO 63105


Dear Mr. Taylor,

My most recent, and final, experience with your company can only be classified as hell. I was to attend a conference for the over the final weekend of September 2007. I decided to rent a car and chose your company because it had the best value. But after the problems, hassles and frustrations I dealt with from your employees and your company, I will never again use Enterprise, or its affiliated car rental companies.

After making reservations on Expedia.com, I thought it would be best to contact the Enterprise location at the local International Airport (the location I planned to rent from) with questions. On Monday, Sept. 24, 2007, around 1:20 p.m., I called the airport location asking if it was okay to rent a car using a debit/credit card. The gentleman I spoke with assured me that it was fine and that a deposit of $150 be added to be bill and returned following a successful transaction. Everything was set.

However, on Thursday, Sept. 27, 2007 (the day I planned to leave), I was told by the very unfriendly desk clerk that he could not allow me to rent a car for two reasons: I did not have a credit card and I did not have any flight information. I live rather close to the airport location (and had rented from it previously) and decided I’d do it again. The location has the best hours of operation. Not until I went to rent the car was I told that I needed a flight reservation to rent a car from the airport location.

After speaking with the manager and being treated absolutely rudely by both of the desk clerks, I returned home and called the customer service line. The operator apologized plenty of times for the problems and assured me that everything would work.

The new plan was to rent from the another location nearby. I informed her of the credit card situation and she assured me that I needed two banking/billing items that proved I have income and proved that I am me. I again asked if this was all that was needed. She promised that it is exactly what was needed, plus the $150 returnable deposit.

Friday, Sept. 28, 2007, I get to the other location with proof of income in hand and was told by Caitlin, the employee, that I needed to provide a phone bill to rent a car. After explaining to her the situation and telling her that the service line did not mention that I needed a phone bill, she said she couldn’t help. I then contacted my father who left work to assist in this situation. He ended up placing the car on his credit card.

Situation over, right? Wrong. Moments before I was set to leave, my father noticed that the Kia Rio car I was issued had a driver’s side rear flat tire and that the state’s registration sticker was missing. After waiting nearly 25 more minutes, Rob, the manager on duty, replaced the Rio with a Ford Focus. And, again, a missing state registration sticker.

The fiasco with your company ruined my trip, as I was expected to be at the hotel on Thursday evening. But because I couldn’t leave for the conference until Friday around 9:30 a.m., not only did I miss out on a good bit of the events but missed out on a hotel reservation because of your company.

Because of the miscommunication between your company policy and your employees, and for the lack of professionalism and help from everyone I dealt with at your company, I am demanding you not only refund the $55.02 for the rental car but also $109 for the room reservation I was not able to use at the hotel. Had I known all of these stipulations when I first had questions, I would have made other arrangements.

Believe me, I have informed many people of my dissatisfaction with your company. I do not rent cars often, but it is going to be an extremely long time before I ever choose your company again.

I look forward hearing from you.

Sincerely,
.............................

We don't care.

[FailingEnterpriseAdmin]

Originally Posted by Steve Williams

We don't care.

And now you have FailingEnterprise.com.

Originally Posted by EnterpriseLost

This a version of the letter I sent to Andy Taylor, the company CEO. I removed information that could identify who I am.

-------------------

Andrew C. Taylor
Chairman and CEO, Enterprise Rent-A-Car Company
600 Corporate Park Drive
St. Louis, MO 63105


Dear Mr. Taylor,

My most recent, and final, experience with your company can only be classified as hell. I was to attend a conference for the over the final weekend of September 2007. I decided to rent a car and chose your company because it had the best value. But after the problems, hassles and frustrations I dealt with from your employees and your company, I will never again use Enterprise, or its affiliated car rental companies.

After making reservations on Expedia.com, I thought it would be best to contact the Enterprise location at the local International Airport (the location I planned to rent from) with questions. On Monday, Sept. 24, 2007, around 1:20 p.m., I called the airport location asking if it was okay to rent a car using a debit/credit card. The gentleman I spoke with assured me that it was fine and that a deposit of $150 be added to be bill and returned following a successful transaction. Everything was set.

However, on Thursday, Sept. 27, 2007 (the day I planned to leave), I was told by the very unfriendly desk clerk that he could not allow me to rent a car for two reasons: I did not have a credit card and I did not have any flight information. I live rather close to the airport location (and had rented from it previously) and decided I’d do it again. The location has the best hours of operation. Not until I went to rent the car was I told that I needed a flight reservation to rent a car from the airport location.

After speaking with the manager and being treated absolutely rudely by both of the desk clerks, I returned home and called the customer service line. The operator apologized plenty of times for the problems and assured me that everything would work.

The new plan was to rent from the another location nearby. I informed her of the credit card situation and she assured me that I needed two banking/billing items that proved I have income and proved that I am me. I again asked if this was all that was needed. She promised that it is exactly what was needed, plus the $150 returnable deposit.

Friday, Sept. 28, 2007, I get to the other location with proof of income in hand and was told by Caitlin, the employee, that I needed to provide a phone bill to rent a car. After explaining to her the situation and telling her that the service line did not mention that I needed a phone bill, she said she couldn’t help. I then contacted my father who left work to assist in this situation. He ended up placing the car on his credit card.

Situation over, right? Wrong. Moments before I was set to leave, my father noticed that the Kia Rio car I was issued had a driver’s side rear flat tire and that the state’s registration sticker was missing. After waiting nearly 25 more minutes, Rob, the manager on duty, replaced the Rio with a Ford Focus. And, again, a missing state registration sticker.

The fiasco with your company ruined my trip, as I was expected to be at the hotel on Thursday evening. But because I couldn’t leave for the conference until Friday around 9:30 a.m., not only did I miss out on a good bit of the events but missed out on a hotel reservation because of your company.

Because of the miscommunication between your company policy and your employees, and for the lack of professionalism and help from everyone I dealt with at your company, I am demanding you not only refund the $55.02 for the rental car but also $109 for the room reservation I was not able to use at the hotel. Had I known all of these stipulations when I first had questions, I would have made other arrangements.

Believe me, I have informed many people of my dissatisfaction with your company. I do not rent cars often, but it is going to be an extremely long time before I ever choose your company again.

I look forward hearing from you.

Sincerely,
.............................

For your information, you may want to get a credit card. Are there other rental companies out there that will rent a car on "cash"?

I know, maybe Erac should just tell all debit card customers to take a hike. Then I guess they wouldn't be able to screw your rental up. You just would have to have your "daddy" rent you the car.

Before you write a letter, ask yourself if you are being rational? It is much better dealing with somebody who thought things through, and have justifyable issues verses someone like yourself.

Originally Posted by EnterpriseLost

This a version of the letter I sent to Andy Taylor, the company CEO. I removed information that could identify who I am.

-------------------

Andrew C. Taylor
Chairman and CEO, Enterprise Rent-A-Car Company
600 Corporate Park Drive
St. Louis, MO 63105


Dear Mr. Taylor,

My most recent, and final, experience with your company can only be classified as hell. I was to attend a conference for the over the final weekend of September 2007. I decided to rent a car and chose your company because it had the best value. But after the problems, hassles and frustrations I dealt with from your employees and your company, I will never again use Enterprise, or its affiliated car rental companies.

After making reservations on Expedia.com, I thought it would be best to contact the Enterprise location at the local International Airport (the location I planned to rent from) with questions. On Monday, Sept. 24, 2007, around 1:20 p.m., I called the airport location asking if it was okay to rent a car using a debit/credit card. The gentleman I spoke with assured me that it was fine and that a deposit of $150 be added to be bill and returned following a successful transaction. Everything was set.

However, on Thursday, Sept. 27, 2007 (the day I planned to leave), I was told by the very unfriendly desk clerk that he could not allow me to rent a car for two reasons: I did not have a credit card and I did not have any flight information. I live rather close to the airport location (and had rented from it previously) and decided I’d do it again. The location has the best hours of operation. Not until I went to rent the car was I told that I needed a flight reservation to rent a car from the airport location.

After speaking with the manager and being treated absolutely rudely by both of the desk clerks, I returned home and called the customer service line. The operator apologized plenty of times for the problems and assured me that everything would work.

The new plan was to rent from the another location nearby. I informed her of the credit card situation and she assured me that I needed two banking/billing items that proved I have income and proved that I am me. I again asked if this was all that was needed. She promised that it is exactly what was needed, plus the $150 returnable deposit.

Friday, Sept. 28, 2007, I get to the other location with proof of income in hand and was told by Caitlin, the employee, that I needed to provide a phone bill to rent a car. After explaining to her the situation and telling her that the service line did not mention that I needed a phone bill, she said she couldn’t help. I then contacted my father who left work to assist in this situation. He ended up placing the car on his credit card.

Situation over, right? Wrong. Moments before I was set to leave, my father noticed that the Kia Rio car I was issued had a driver’s side rear flat tire and that the state’s registration sticker was missing. After waiting nearly 25 more minutes, Rob, the manager on duty, replaced the Rio with a Ford Focus. And, again, a missing state registration sticker.

The fiasco with your company ruined my trip, as I was expected to be at the hotel on Thursday evening. But because I couldn’t leave for the conference until Friday around 9:30 a.m., not only did I miss out on a good bit of the events but missed out on a hotel reservation because of your company.

Because of the miscommunication between your company policy and your employees, and for the lack of professionalism and help from everyone I dealt with at your company, I am demanding you not only refund the $55.02 for the rental car but also $109 for the room reservation I was not able to use at the hotel. Had I known all of these stipulations when I first had questions, I would have made other arrangements.

Believe me, I have informed many people of my dissatisfaction with your company. I do not rent cars often, but it is going to be an extremely long time before I ever choose your company again.

I look forward hearing from you.

Sincerely,
.............................

Let's see...

* Debit card
* No return flight info (most rental car companies require this to prove you're not local)
* No phone/utility bill even though you were told you'd need "two banking/billing items"

Do not pass GO do not collect $200! As much as I don't like ERAC why should they be responsible for your stupidity? Go bother someone else.

the hard truth of it all, no cc-scumbag
sorry, but it's not worth the hassle

I am familiar with the debit/credit card situations that go on at ERAC. I worked at an airport location as an mt, asst and mgr and was told that we were the only game in town that would rent on a debit card at our local offices with the proper documents and at the airport for those folks traveling from out of town. That was not true. When I left Erac I needed to rent a car to go out of town, just a small trip but I needed a car so I went to Budget at the airport. I used my credit card to make the reservation on line but when I got there I just thought I would ask if I could use my debit card. The agent replied "sure!" I reminded her that I did live in the local area and had a credit card and she said it didn't matter as long as the credit card had at least $250.00 credit available or $300.00 available on debit. I asked her how long have they been taking the debit card from local renters and she said as long as debit cards had been around. She was also a manager at Budget and had been with the company for 8 years. The reason I asked all these questions is because during my time with ERAC I turned so many local renters away because they did not have the proper documentation or I would see people stranded at the airport on a Sunday because they were local renters. I remember being asked "does anyone take the debit card?" My reply would be just our local offices that open on Monday and you need to live in the local area and have a paystub, util bill blah blah!! I do understand the underwriting for local renters with cash or money orders all I am saying is we need to check facts first on debit cards and other rental agencies before we jump to conclusions from the green Koolaid of which I was a victim of for 4 years.

Originally Posted by cardinal woosley

the hard truth of it all, no cc-scumbag
sorry, but it's not worth the hassle

Well said brother.

Originally Posted by EnterpriseLost

This a version of the letter I sent to Andy Taylor, the company CEO. I removed information that could identify who I am.

-------------------

Andrew C. Taylor
Chairman and CEO, Enterprise Rent-A-Car Company
600 Corporate Park Drive
St. Louis, MO 63105


Dear Mr. Taylor,

My most recent, and final, experience with your company can only be classified as hell. I was to attend a conference for the over the final weekend of September 2007. I decided to rent a car and chose your company because it had the best value. But after the problems, hassles and frustrations I dealt with from your employees and your company, I will never again use Enterprise, or its affiliated car rental companies.

After making reservations on Expedia.com, I thought it would be best to contact the Enterprise location at the local International Airport (the location I planned to rent from) with questions. On Monday, Sept. 24, 2007, around 1:20 p.m., I called the airport location asking if it was okay to rent a car using a debit/credit card. The gentleman I spoke with assured me that it was fine and that a deposit of $150 be added to be bill and returned following a successful transaction. Everything was set.

However, on Thursday, Sept. 27, 2007 (the day I planned to leave), I was told by the very unfriendly desk clerk that he could not allow me to rent a car for two reasons: I did not have a credit card and I did not have any flight information. I live rather close to the airport location (and had rented from it previously) and decided I’d do it again. The location has the best hours of operation. Not until I went to rent the car was I told that I needed a flight reservation to rent a car from the airport location.

After speaking with the manager and being treated absolutely rudely by both of the desk clerks, I returned home and called the customer service line. The operator apologized plenty of times for the problems and assured me that everything would work.

The new plan was to rent from the another location nearby. I informed her of the credit card situation and she assured me that I needed two banking/billing items that proved I have income and proved that I am me. I again asked if this was all that was needed. She promised that it is exactly what was needed, plus the $150 returnable deposit.

Friday, Sept. 28, 2007, I get to the other location with proof of income in hand and was told by Caitlin, the employee, that I needed to provide a phone bill to rent a car. After explaining to her the situation and telling her that the service line did not mention that I needed a phone bill, she said she couldn’t help. I then contacted my father who left work to assist in this situation. He ended up placing the car on his credit card.

Situation over, right? Wrong. Moments before I was set to leave, my father noticed that the Kia Rio car I was issued had a driver’s side rear flat tire and that the state’s registration sticker was missing. After waiting nearly 25 more minutes, Rob, the manager on duty, replaced the Rio with a Ford Focus. And, again, a missing state registration sticker.

The fiasco with your company ruined my trip, as I was expected to be at the hotel on Thursday evening. But because I couldn’t leave for the conference until Friday around 9:30 a.m., not only did I miss out on a good bit of the events but missed out on a hotel reservation because of your company.

Because of the miscommunication between your company policy and your employees, and for the lack of professionalism and help from everyone I dealt with at your company, I am demanding you not only refund the $55.02 for the rental car but also $109 for the room reservation I was not able to use at the hotel. Had I known all of these stipulations when I first had questions, I would have made other arrangements.

Believe me, I have informed many people of my dissatisfaction with your company. I do not rent cars often, but it is going to be an extremely long time before I ever choose your company again.

I look forward hearing from you.

Sincerely,
.............................

Pay your bills. Pay off those companies that sent you to collections. (Save us all the classical 'i don't believe in credit cards') Get a credit card and stop being a plug on society. It's not ERAC fault that you are a credit roach and can't finance a pickle sandwich.

Thank god I don't have to deal with Debit Cards anymore!!! FYI people a debit card is not a credit card. Whats the big deal get a credit card to use for rentals and airline tickets!!! Lets think about this ERAC gives you a $10,000+ car in return for a deposit on a debit card that you cant track any info for or have to qualify for. I cant tell you how many times peoples debit cards delinedfor $25!!!! Please Debit card customers give it a rest. Dont blame us for the fact that you dont have or cant get a credit card.