Enterprise stranded us in Valencia, CA 6-flags

Originally Posted by ReformedERACER

All I can say is dumbass. What they hell did you expect the first time you called? You called an airport branch which means you probably talked to a CSR who does nothing but answer the phones and passed your message onto someone else who added it to their list of 100+ things to do.

As mush as I despise Enterprise, they owe you nothing. Sure one person said they would pay for a cab ride and the someone refused to pay. If that would have been me I would have gotten that person’s name and their manager’s name for reference and pushed to get reimbursed for the cab ride. However, if they didn’t charge you to have new keys produced for the car then they actually did you a favor and saved you money. Next time, put the keys some place where they can’t be lost. Didn’t one of the kids have a backpack?? Safer then Grandpa’s pockets!

Ps…I just rented for Alamo, twice, and both of the cars I got had two keys but they were connected on cable the could not be undone. So, even if they gave you two keys Grandpa would have lost both keys!

at the end of the day this idea of personal responsibility is a fantasy...a fantasy unfortunate souls at ERAC have dreamt of numerous times, only to be brought back down to reality when your ARM bends you over for the customer

Originally Posted by parameino

at the end of the day this idea of personal responsibility is a fantasy...a fantasy unfortunate souls at ERAC have dreamt of numerous times, only to be brought back down to reality when your ARM bends you over for the customer

Just tell your old man to keep it in his pants next time.

I mean THE KEY you sickos!

Originally Posted by Unregistered1

Thats real smart. Somebody can rent a car, return one key, pay for a replacement for a hundred bucks (meanwhile apparently that car can't be rented since there is only one key?) and then the employees show up the next day and the car was stolen- driven off with the grounds by someone who had the extra key.

this post couldn't be more dead on. Try thinking things through before you offer us solutions to fix the buisness. You lost a key, your fault, suck it up and pay for the consequences.

[The-Grass-Is-Greener!]

I find this quite funny that this particular area of the site is reserved for Customers to post their experiences with Enterprise, and everytime someone posts a "horror story" whether they are in the right or wrong the E-bullies come around and spout out immature comments to the customer. The whole point to this customers story is very very simple, in that when they called Enterprise the first time, all they wanted to hear was the truth. The truth was that when a car key is lost, Enterprise takes no responsibilty and it is up to the customer to figure everything out and return the car with a new key. If this was your own car, you would call a tow truck, have it towed to the closest dealership, and have a new key made. When you are renting a car, you usually would prefer the rental company to suggest to you the best thing to do.

Originally Posted by The-Grass-Is-Greener!

I find this quite funny that this particular area of the site is reserved for Customers to post their experiences with Enterprise, and everytime someone posts a "horror story" whether they are in the right or wrong the E-bullies come around and spout out immature comments to the customer. The whole point to this customers story is very very simple, in that when they called Enterprise the first time, all they wanted to hear was the truth. The truth was that when a car key is lost, Enterprise takes no responsibilty and it is up to the customer to figure everything out and return the car with a new key. If this was your own car, you would call a tow truck, have it towed to the closest dealership, and have a new key made. When you are renting a car, you usually would prefer the rental company to suggest to you the best thing to do.

Exactly. Enterprise told them to wait by the car and they called a tow truck. Sounds like the towing company dropped the ball- not ERAC. The tool that posted this also doesn't mention that the cost of the key and the towing of the car, which ERAC waived, was much more than the cost of the taxi. Plus, I agree with the above poster that I can't see ERAC ever agreeing in the first place to pay for a $170 taxi ride. The guy is a liar.

Originally Posted by Pelegthetool

Exactly. Enterprise told them to wait by the car and they called a tow truck. Sounds like the towing company dropped the ball- not ERAC. The tool that posted this also doesn't mention that the cost of the key and the towing of the car, which ERAC waived, was much more than the cost of the taxi. Plus, I agree with the above poster that I can't see ERAC ever agreeing in the first place to pay for a $170 taxi ride. The guy is a liar.

Customers never lie at ERAC! Who told you that one?

[PelegTheCat]

Originally Posted by The-Grass-Is-Greener!

I find this quite funny that this particular area of the site is reserved for Customers to post their experiences with Enterprise, and everytime someone posts a "horror story" whether they are in the right or wrong the E-bullies come around and spout out immature comments to the customer. The whole point to this customers story is very very simple, in that when they called Enterprise the first time, all they wanted to hear was the truth. The truth was that when a car key is lost, Enterprise takes no responsibilty and it is up to the customer to figure everything out and return the car with a new key. If this was your own car, you would call a tow truck, have it towed to the closest dealership, and have a new key made. When you are renting a car, you usually would prefer the rental company to suggest to you the best thing to do.

Thank you for your response. I was getting a bit frusterated with this site since it appeared that rational thought had been suspended. I found myself wanting to stoop down to thier level in petty bickering just to get my point across. I am happy to report that I have kept my integrity at all times. I am happy to report that I have been totally 100% honest in every post. I am also happy to report that when I emailed my post to the ERAC email adresses on this sight I recieved a response and am currently working with them to resolve this issue.

[Shannon Fashionably]

I can solve this issue in your own words..."As I stated, losing it was not anybodies fault but our own"...that is it!!! I used to work at Enterprise, at an airport location, maybe even where you rented from!!! And yes, as much as we hated management, lemme tell you this...WE HATED CUSTOMERS!!! THE CUSTOMER IS NEVER RIGHT!!! And is I can paraphrase the great movie "Mallrats", "THE CUSTOMER IS ALWAYS AN ASSHOLE!!!" YOU lost the keys!!! YOU were irresponsible!!! YOU can't keep your keys together!!! And because grandpa couldn't keep it together at an amusement park ride, YOU PEOPLE HAVE THE NERVE TO WANT TO TORTURE AN INDIVIDUAL WHO IS ONLY LOOKING TO APPEASE YOUR FEARS FROM YOUR OWN STUPID MISTAKES??? Lemme tell you, when an individual takes that call from someone whose lost their keys, that is their primary duty for the rest of the day, and there is no rest for this individual. AND THIS IS FOR ALL OTHER CURRENT AND FURTURE CUSTOMERS...IF THEY SAY TAKE A CAB, TAKE IT DAMN IT!!! THEY WILL PAY IT!!! NO QUESTIONS ASKED!!! WE WANT TO SERVE YOU THE BEST WAY, BUT THAT ONLY GOES SO FAR WHEN WE GOT NOTHING BUT NEGATIVE RESPONSES!!! "OH, WHY SHOULD WE TAKE A CAB WHEN WE WANT ANOTHER CAR (EVEN THOUGH YOU'RE ONLY HERE FOR ONE MORE DAY AND YOU LOST THE KEYS)?" Customers need to take some responsibility in some cases INSTEAD OF bitching and moan about what they expect when they were given the best service possible, and given the circumstances created by the customer. Next thing you know, they're gonna want somebody to follow them around all the time, like a portable concierge, to tell them where the best place to shit is located, and how we can park their car!!! Or, file a complaint because "Hey, I got into an accident because I didn't know red means stop! Now pay f*n my bills!!!" Fuck that, GIVE US A BREAK!!!

[Robert]

You wont get any love in this forum sweetheart. If your Dad lost the keys, maybe you should yell at him. Why would you believe anything that ERAC says? Too bad you didnt come to this site before your rental.

[PelegTheCat]

Originally Posted by Shannon Fashionably

I can solve this issue in your own words..."As I stated, losing it was not anybodies fault but our own"...that is it!!! I used to work at Enterprise, at an airport location, maybe even where you rented from!!! And yes, as much as we hated management, lemme tell you this...WE HATED CUSTOMERS!!! THE CUSTOMER IS NEVER RIGHT!!! And is I can paraphrase the great movie "Mallrats", "THE CUSTOMER IS ALWAYS AN ASSHOLE!!!" YOU lost the keys!!! YOU were irresponsible!!! YOU can't keep your keys together!!! And because grandpa couldn't keep it together at an amusement park ride, YOU PEOPLE HAVE THE NERVE TO WANT TO TORTURE AN INDIVIDUAL WHO IS ONLY LOOKING TO APPEASE YOUR FEARS FROM YOUR OWN STUPID MISTAKES??? Lemme tell you, when an individual takes that call from someone whose lost their keys, that is their primary duty for the rest of the day, and there is no rest for this individual. AND THIS IS FOR ALL OTHER CURRENT AND FURTURE CUSTOMERS...IF THEY SAY TAKE A CAB, TAKE IT DAMN IT!!! THEY WILL PAY IT!!! NO QUESTIONS ASKED!!! WE WANT TO SERVE YOU THE BEST WAY, BUT THAT ONLY GOES SO FAR WHEN WE GOT NOTHING BUT NEGATIVE RESPONSES!!! "OH, WHY SHOULD WE TAKE A CAB WHEN WE WANT ANOTHER CAR (EVEN THOUGH YOU'RE ONLY HERE FOR ONE MORE DAY AND YOU LOST THE KEYS)?" Customers need to take some responsibility in some cases INSTEAD OF bitching and moan about what they expect when they were given the best service possible, and given the circumstances created by the customer. Next thing you know, they're gonna want somebody to follow them around all the time, like a portable concierge, to tell them where the best place to shit is located, and how we can park their car!!! Or, file a complaint because "Hey, I got into an accident because I didn't know red means stop! Now pay f*n my bills!!!" Fuck that, GIVE US A BREAK!!!

You reveal to us in your reply why you don't understand the nature of good customer service. Customer service exists because the customer made a mistake. In this case, as the customer, I made the mistake. But simply acknowledging I made the mistake does NOT solve the problem. It doesn't make the car start. Customer service exists as a guide to helping you solve your problem. Afterall the rental company customer service department should be the expert at solving this problem, and they are the owners of the car. If my friend borrowed my car and lost the key, he would call me and I would tell him what he needs to do. Would I say it was his fault? Yes. But that doesn't mean that my responsibility ends. If I want the car back and to stay friends with him I will work with him to solve the problem. I may direct him to call (and pay for) a tow truck.

One of the primary rules of good customer service is always deliver more then you promise, and never less. If you say it will take two hours and it takes one, you have a happy customer. If you say it will take 30 minutes and it takes one hour you have an unhappy customer. In this case I would expect ERAC to demonstrate good customer service and to act as that friend who loaned me the car. They will tell me what I need to do. If they say I need to pay, I will pay. If they say they will waive it then they will pay. I'm not complaining either way. My whole point is their customer service department missing this very simple rule.

Its not that the customer is right, wrong, or stupid. Its they are a customer. And if they want that customer to give them more money in the future they will treat the customer with respect and dignity, which is something that is lost on most of the ERAC employees who post on this site.