June 24, 2005
Enterprise Rent-A-Car
600 Corporate Park Drive
St. Louis, Missouri 63105
To Whom It May Concern:
On June 6, 2005, I spoke
with Angela in your Winchester, KY office and we discussed an SUV rental for
the next day. She said that wasn’t a problem, quoted a price for the 4
days which we agreed to, and then we decided on an 8:30 am pickup time for
the next day. She even offered to have it ready later the same day if
we wanted but we declined stating we would wait until the next morning.
On Tuesday morning, we
were leaving our house on vacation at 8:30 when the phone rang. It was
Angela saying “I’m glad I caught you before you left. I do not have a
car for you.” I asked why and she stated the person didn’t return the
car on time. I expressed my anger and disappointment when we had a
reservation. She said she had tried all area offices and no one had an
SUV. If we wanted to wait until later that day we might be able to get a
car. I then asked her about other options. She said she
had NO vehicle of any kind in any office. When I asked her how they
could call themselves a rental company when they have no cars and she
replied “I ask myself that daily” then as I am even angrier, I asked her
“what are you telling me, to find another rental agency?” to which she
replied “I would not discourage you from doing that.” At that point
she said she would call me as soon as she found a car. It is now going
on 3 weeks later and she still hasn’t called. No car, no apology,
nothing. She had our home phone, our cell phone and no response from her at
all. We have been long time customers and we generally satisfied with the
service but this ended all that.
Luckily our vacation
wasn’t totally ruined thanks to our local Hertz office. When we hung
up from talking to Angela, we immediately called Hertz and had a car within
10 minutes of the phone call at a better rate even. We cannot stress
how disappointed we were in not only poor service but no follow up apology
or explanation at all. The Better Business Bureau and Consumer Reports
will get a copy of this letter as well.
Thanks for nothing,
Mr. & Mrs. Paul Mace
CC: Enterprise Rental,
Winchester 40391
The Better Business Bureau
Consumer Reports
Hertz Rental, Winchester
