Twelve Reservations, 70% Dishonored
I sent this to Enterprise Customer service via their website.
I am a professional employee of (fortune 500 company-name purposely deleted);
our company has a corporate rental agreement with Enterprise. I have rented cars
for about the last 9 months from you Brunswick, OH location and I have finally
had it with the terrible service at this location. I have rented about a dozen
or so times in the last several months and I would say, only about 30% of the
time do I get a mid size car, as requested. More often than not, I end up with a
truck or something other than what I initially booked; I have even had to take a
down graded car because nothing else was available. The excuse given every time
is, “we didn’t get back all the cars we expected”. I am tired of excuses. I
typically give at least a weeks notice when I need a car and still, I don’t get
the size car I requested. I ask you, why make a reservation if it is never
filled correctly? Last week I booked a rental and was unable to get the car at
7:30am when your agency opened because the employee locked himself out of the
building. I did not have time to wait for the locksmith that was called and I
had to drive my personal car over 300 miles that day to an out of town
appointment. Needles to say, I was extremely displeased at this situation. I
booked another car to be picked up today, Sept 13th, at 5:30pm on my way home
from work and after waiting in line behind other customers until 5:45, I was
then told that the car was not at the location and that one of your employees
had to drive to the next city to pick it up from another customer. My job is
demanding and I travel frequently for business and do not enjoy spending the
personal time I do have waiting around at your agency for cars to be returned.
I will say that your staff is always friendly and courteous, but this does
not in anyway make up for the terrible service described above. I do not book a
car so that someone can smile at me and shake my hand...I book a rental car, so
that I can actually have a car to drive to my client appointments and do my job.
I have spoken with several of my colleagues in the Northeastern part of the
country, Columbus, OH included, and they report similar experiences at your
suburban locations. My colleague in Columbus has already stopped renting from
your agency for the reasons I described above.
I would like to continue renting from Enterprise because it is the most
conveniently located rental agency, however, unless my experience with
Enterprise improves immediately, I will no longer be renting from your agency,
and will begin renting from another local agency. Our company has two corporate
rental agreements in place with local rental agencies in the Northeastern part
of the country, specifically (OH); one of them is with Enterprise. However,
because of the poor service from your company, I plan to discuss with our
corporate travel management getting corporate agreements in place for another
agency in our area.
While waiting in your agency this late afternoon for my car to arrive, I had
a chance to read the Enterprise corporate mission statement that was hanging on
the wall; based on my experience so far with your company, I believe your
company is more than missing the mark.
Signed,
A very dissatisfied customer.
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