Enterprise car rental Reserved a car then was told they did not have one at pick up Moline Nationwide
I reserved a car using the enterprise website as I have done several times in the past. After dropping off my personal vehicle to be serviced I went to the local airport to pick up my reserved car. The representive on duty then told me they have no cars avaiable, and that if I had not reserved one a few days before I was out of luck. I asked how their system can give a reservation for a vehicle that does not exist. Then she beacme rude and said she could not help me anymore. My next step was to have to call a cab to get me back home, by the way the cab cost me half as much as the rental would have, and I still needed a car for work the next day. All in all I spent 3 times more on cabs than I would have on the rental fee of the car I reserved. I did call the (855) 266-9565 customer service number and received little to no help, but they did let me file a complaint I also filed one online. I got a response via email saying my complaint was forwarded to the local management and someone would contact me soon. About a week lated I replied to the email to let them know nobody contacted me, the response was this has to be handled locally and she would again forward my complaint and info. Fast forward a month and I still have not gotten any reply form anyone at enterprise.
Just a little history from my point of view. I am not the biggest customer enterprise has but I till this event it was not uncommen for me to rent 5-6 times per year, I am an enterprise plus member I almost alwasy use the website to reerve cars, and have had the site tell me what I was looking for was not avaiable and needed to choos a different size vehicle or a different pick up location. So how can this one time the system tell me they have one but when I go to pick up be told we are all out, and if you did not reserve one a few days ago you are out of luck.
The most disterbing part is the lack of customer service, or the lack of caring for customers. Do they not realize or just do not care. I will not rent from enterpeise again till I hear from customer service. I know this will not force them close up shop but a company is built one customer at a time, and can go out of buisness if they loose enough customers.
2 Updates & Rebuttals
Empty promises from enterprise
#3Author of original report
Fri, July 14, 2017
As requested I followed up with the information that was asked for to the email address provided. Received a reply stating they had resolved my inquiry and was assured that someone named Novarro would be contacting that same day. Well here we are and still nobody has bothered to call but do have another email making empty promises. So now they say my inquiry has been resolved? Would like to know how they did that but cannot get anyone to call me.
Enterprise Rent-A-Car
St. Louis,Missouri,
USA
Enterprise Cares
#3UPDATE Employee
Thu, July 13, 2017
Review 1384641 , we understand how upsetting it must have been to encounter a situation where there was no vehicle available for your arrival. Although reservations are accepted on a controlled-capacity basis to assure over bookings do not occur, sometimes unforeseen circumstances such late returns, and unexpected rental extensions can effect reservations in your area. We'd like to pass your information along to someone with authority so that they are aware of your concern, please send your contact telephone number and email address, reservation number, the exact rental office location and any additional details. Please send your detailed email to ehiescalationscc@mailca.custhelp.com. We look forward to hearing from you soon. - Carol H.
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