- Report: #216503
Complaint Review: ENTERPRISE RENT A CAR - BRISTOL Tennessee
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ENTERPRISE RENT A CAR
VOLUNTEER PARKWAY BRISTOL, 37620 Tennessee, U.S.A.
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ENTERPRISE RENT A CAR ripoff FLASE PROMISES, RESERVATION AGREEMENT BROKEN BRISTOL Tennessee
I RECENTLY RENTED A VEHICHLE FROM ENTERPRISE. I HAD FOUND A GREAT DEAL ON THE INTERNET TWO WEEKS PRIOR TO A FAMILY REUNION TRIP WE HAD PLANNED IN UPSTATE NEW YORK. SINCE WE DIDNT WANT TO PUT THE MILAGE ON ANY OF OUR CARS WE DECIDED TO GO WITH A COMPANY I HAD USED BEFORE (ENTERPRISE).
I HAD FOUND WHAT SEEMED TO BE AN AWSOME DEAL ON THE INTERNET, I WENT AHEAD AND RESERVED A SPORT UTILITY VEHICLE (IT WOULD HOLD FIVE OF US AND OUR LUGGAGE) FOR 176.75. HERE IS THE CONFIRMATION NUMBER..
Confirmation Number: FS7C01.
ALL FIVE OF US WENT TO OUR LOCAL ENTERPISE OFFICE AT 8:15, TO PICK UP THE VEHICLE AND LEAVE FROM THERE (TO SAVE TIME) ME AND MY HUSBAND WENT IN TO FILL OUT THE PAPERWORK WITH KEVIN WHO WAS WORKING THAT MORNING. WE WERE EXTREMELY DISSAPOINTED AND VERY ANGRY TO FIND OUT THAT ALL THEY HAD ON THE LOT THAT MORNING WAS ONE VEHICLE, AN EXTENDED CAB TRUCK. A TRUCK TO FIT FIVE PEOPLE AND THEIR LUGGAGE ON AN EIGHT HOUR TRIP! ONE OF THOSE PEOPLE BEING MY 63 YEAR OLD MOTHER IN LAW AND HER 58 YEAR OLD SISTER! MY STEPSON WHO IS 5"11, ME...WHO IS 5"10 AND MY HUSBAND WHO WAS THE DRIVER 5"9.
WE WERE TOLD THAT THE SPORT UTILITY THAT WAS TO BE OURS WAS IN DROPPED OFF IN KNOXVILLE, TN. THE NIGHT BEFORE. (TOO BAD FOR US) AND THAT THERE WAS A SPORT UTILITY IN KINGSPORT IF WE WANTED TO DRIVE DOWN AND PICK IT UP OR WAIT (KINGSPORT IS 35 MINUTES AWAY) FOR SOMEONE TO GO GET THE VEHICLE. WE WERE SHOCKED!
WE ASKED IF THERE WAS ANY OTHER VEHICLES WE COULD RENT, BUT THERE WAS ONLY ONE CAR ON THE LOT...THE EXTENDED CAB TRUCK. I AKSED KEVIN..."WHAT IF IT RAINS, ALL OF OUR CLOTHES WOULD BE WET!" HE SAID WE COULD STOP BY WAL-MART AND PICK UP A TARP! THIS INFURIATED ME MORE. (BY THE WAY, IT DID RAIN ON THE WAY BACK). HE ALSO SAID IT RIDES BETTER THAN MOST SPORT UTILITIES, WHICH I KNOW IS BULL, I HAVE ROAD IN THE BACK OF MANY SUV'S, NOT TO MENTION THAT MY MOTHER IN LAW AND HER SISTER HAD TO RIDE BACK THERE WITH A 5"11 TEENAGER!
I WANTED TO ASK KEVIN IF HE WOULD PUT HIS GRANDMOTHER BACK THERE FOR EIGHT HOURS! SO WE WERE LEFT WITH NO CHOICE BUT TO TAKE A LONG UNCOMFORTABLE RIDE. KEVIN DID SAY THAT WE DIDNT HAVE TO FILL THE GAS TANK WHEN WE BROUGHT IT BACK AND WHEN WE STARTED OUT WE THOUGHT "WELL THAT MAKES UP A LITTLE FOR THE TRUCK", BUT WHEN WE LOOKED...THERE WAS NO GAS IN IT TO START WITH SO IT DIDNT MAKE UP FOR NOTHING. HE ALSO KNOCKED A WOOPING $16.00 OFF THE TOTAL BILL, (FOR THE INCONVIENICE).
OUR CLOTHES WERE SOAKED BY THE TIME WE GOT BACK, EVEN UDER THE SUGGESTED TARP). I ALWAYS GO WITH ENTERPISE BECAUSE YOU HAVE GREAT DEALS AND YOUR BRISTOL OFFICE IS JUST RIGHT DOWN THE ROAD FROM MY HOME, BUT THIS TIME WAS JUST HORRIBLE, NOT TO MENTION EMBARRESING TO ME BECAUSE I WAS THE ONE WHO RENTED THE CAR AND THEN HAD TO STICK MY MOTHER IN LAW, HER SISTER AND MY STEPSON IN THE BACK...CRAMMED!
I DONT WANT TO GET KEVIN IN TROUBLE, THATS NOT WHY I AM WRITING. (I HAVE BEEN IN CUSTOMER SERVICE (BARTENDING) FOR 11 YRS AND I KNOW ABOUT EMAILS FROM PATRONS) I AM EMAILING YOU AND ASKING FOR COMPENSATION AND COMPASSION...I NEVER EMAIL COMPANIES AND COMPLAIN, BUT THIS TIME IT IS EXTREMELY WARRENTED.
IF YOU HAVE ANY QUESTIONS FOR ME ABOUT MY RENTAL EXPERIENCE..PLEASE FEEL FREE TO CONTACT ME BY EMAIL OR BY PHONE. I WOULD LIKE FOR YOU TO MAKE THIS RIGHT. THANK YOU FOR TAKING THE TIME TO READ. (THIS WAS THE EXACT EMAIL I SENT TO THE COMPANY 2 MONTHS AGO..NO PHONE CALL BACK AND NO REPLIES BACK...BEWARE!!
Stacey
BRISTOL, Virginia
U.S.A.
I HAD FOUND WHAT SEEMED TO BE AN AWSOME DEAL ON THE INTERNET, I WENT AHEAD AND RESERVED A SPORT UTILITY VEHICLE (IT WOULD HOLD FIVE OF US AND OUR LUGGAGE) FOR 176.75. HERE IS THE CONFIRMATION NUMBER..
Confirmation Number: FS7C01.
ALL FIVE OF US WENT TO OUR LOCAL ENTERPISE OFFICE AT 8:15, TO PICK UP THE VEHICLE AND LEAVE FROM THERE (TO SAVE TIME) ME AND MY HUSBAND WENT IN TO FILL OUT THE PAPERWORK WITH KEVIN WHO WAS WORKING THAT MORNING. WE WERE EXTREMELY DISSAPOINTED AND VERY ANGRY TO FIND OUT THAT ALL THEY HAD ON THE LOT THAT MORNING WAS ONE VEHICLE, AN EXTENDED CAB TRUCK. A TRUCK TO FIT FIVE PEOPLE AND THEIR LUGGAGE ON AN EIGHT HOUR TRIP! ONE OF THOSE PEOPLE BEING MY 63 YEAR OLD MOTHER IN LAW AND HER 58 YEAR OLD SISTER! MY STEPSON WHO IS 5"11, ME...WHO IS 5"10 AND MY HUSBAND WHO WAS THE DRIVER 5"9.
WE WERE TOLD THAT THE SPORT UTILITY THAT WAS TO BE OURS WAS IN DROPPED OFF IN KNOXVILLE, TN. THE NIGHT BEFORE. (TOO BAD FOR US) AND THAT THERE WAS A SPORT UTILITY IN KINGSPORT IF WE WANTED TO DRIVE DOWN AND PICK IT UP OR WAIT (KINGSPORT IS 35 MINUTES AWAY) FOR SOMEONE TO GO GET THE VEHICLE. WE WERE SHOCKED!
WE ASKED IF THERE WAS ANY OTHER VEHICLES WE COULD RENT, BUT THERE WAS ONLY ONE CAR ON THE LOT...THE EXTENDED CAB TRUCK. I AKSED KEVIN..."WHAT IF IT RAINS, ALL OF OUR CLOTHES WOULD BE WET!" HE SAID WE COULD STOP BY WAL-MART AND PICK UP A TARP! THIS INFURIATED ME MORE. (BY THE WAY, IT DID RAIN ON THE WAY BACK). HE ALSO SAID IT RIDES BETTER THAN MOST SPORT UTILITIES, WHICH I KNOW IS BULL, I HAVE ROAD IN THE BACK OF MANY SUV'S, NOT TO MENTION THAT MY MOTHER IN LAW AND HER SISTER HAD TO RIDE BACK THERE WITH A 5"11 TEENAGER!
I WANTED TO ASK KEVIN IF HE WOULD PUT HIS GRANDMOTHER BACK THERE FOR EIGHT HOURS! SO WE WERE LEFT WITH NO CHOICE BUT TO TAKE A LONG UNCOMFORTABLE RIDE. KEVIN DID SAY THAT WE DIDNT HAVE TO FILL THE GAS TANK WHEN WE BROUGHT IT BACK AND WHEN WE STARTED OUT WE THOUGHT "WELL THAT MAKES UP A LITTLE FOR THE TRUCK", BUT WHEN WE LOOKED...THERE WAS NO GAS IN IT TO START WITH SO IT DIDNT MAKE UP FOR NOTHING. HE ALSO KNOCKED A WOOPING $16.00 OFF THE TOTAL BILL, (FOR THE INCONVIENICE).
OUR CLOTHES WERE SOAKED BY THE TIME WE GOT BACK, EVEN UDER THE SUGGESTED TARP). I ALWAYS GO WITH ENTERPISE BECAUSE YOU HAVE GREAT DEALS AND YOUR BRISTOL OFFICE IS JUST RIGHT DOWN THE ROAD FROM MY HOME, BUT THIS TIME WAS JUST HORRIBLE, NOT TO MENTION EMBARRESING TO ME BECAUSE I WAS THE ONE WHO RENTED THE CAR AND THEN HAD TO STICK MY MOTHER IN LAW, HER SISTER AND MY STEPSON IN THE BACK...CRAMMED!
I DONT WANT TO GET KEVIN IN TROUBLE, THATS NOT WHY I AM WRITING. (I HAVE BEEN IN CUSTOMER SERVICE (BARTENDING) FOR 11 YRS AND I KNOW ABOUT EMAILS FROM PATRONS) I AM EMAILING YOU AND ASKING FOR COMPENSATION AND COMPASSION...I NEVER EMAIL COMPANIES AND COMPLAIN, BUT THIS TIME IT IS EXTREMELY WARRENTED.
IF YOU HAVE ANY QUESTIONS FOR ME ABOUT MY RENTAL EXPERIENCE..PLEASE FEEL FREE TO CONTACT ME BY EMAIL OR BY PHONE. I WOULD LIKE FOR YOU TO MAKE THIS RIGHT. THANK YOU FOR TAKING THE TIME TO READ. (THIS WAS THE EXACT EMAIL I SENT TO THE COMPANY 2 MONTHS AGO..NO PHONE CALL BACK AND NO REPLIES BACK...BEWARE!!
Stacey
BRISTOL, Virginia
U.S.A.
4 Updates & Rebuttals
Leticia
Anytown,Other,
U.S.A.
Were you pressed for time?
#2Consumer Comment
Thu, October 26, 2006
If not why couldn't you wait for someone to go and pick up the SUV from the other location? I know that in your situation that is what I would have. I had a similar situation happen with a different rental agency and waited with 2 small children for the proper vehicle.
Mary
Saint Louis,Missouri,
U.S.A.
Most customers don't listen...
#3UPDATE Employee
Wed, October 25, 2006
I have worked for Enterprise for a number of years. I actually work the National Reservation Center. We handle all the inbound calls and set up the reservations. What you expirenced is not uncommon, to be honest. But, one thing you do have to listen to, is what the customer service representative is saying to you on the phone. We will never promise a certain vehicle. It's irrational to think that we can. Customers are on a first come-first serve basis. If we made reservations for specific vehicles, there would be lots just with Dodge Magnums.. or the d**n 2007 Suburbans (trust me.. 100+ incoming calls per day.. I hear it all the time) What the office did was guarentee you a vehcile to accomidate 5 people with luggage. A full size truck would fit that exactly. It may seem unrational to you to think of putting your son into a truck with his long legs, or your 63 year old mother into the truck as well... but we don't know your situation. Your best option with specific requests like that is to always call the office you are making a reservation for and just give them a heads up. You know what they say about assuming...
Stacey
BRISTOL,Virginia,
U.S.A.
TOO MANY COMPLAINTS ON ENTERPRISE
#4Consumer Comment
Thu, October 19, 2006
There are wayyyy too many complaints on ERAC on here for someone to give a rebuttal, from what I read ERAC continues to make reservations when clearly there are not enough cars in their fleet to conver all these reservations. Thats what happened in my case I'm sure. DON'T MAKE GIVE ME RESERVATIONS WHEN YOU CAN'T MAKE GOOD ON IT. Consumers wouldnt be unhappy with their rental experience if it were'nt for these false promises. A rental company SHOULD have more than just 1 vehicle on the lot, otherwise I MYSELF could open up a rental car business with my own car. dont make promises and reservations when you cant back it up. Too many past/present employees on here too explaining how ERAC works for me not to believe their company is scamming. Why dont everyone go check out the website failingenterprise (.com) there's thousounds more complaints on there too with employeees on there cussing the general public. Oh and if your trying to find CORPORATE'S address or phone. IT'S NOT ANYWHERE ON THE WEB. It isnt made available to the general public. I know because I researched and researched and couldnt find anything. I also got the survey call and told them I was highly pissed, they said they would have someone call, and of course, they havent called. Enterprise doesnt care about their customers, it's all about how much money they can get from us for little in return. THAT'S WHY I AND MY EXTENDED FAMILY will NEVER USE ENTERPRISE AGAIN, EVER.
Lee Ving
San Francisco,California,
U.S.A.
vehicles aren't guaranteed
#5Consumer Comment
Thu, October 19, 2006
No car rental company EVER guarantees a certain vehicle. They can't becuase they have no control over certain circumstances such as vehicles being kept longer than anticipated or dropped off at a different location. If you were renting at a neighborhood location as opposed to the airport, the inventory is much lower. They can't keep vehicles on the lot waiting for people either. It sounds like Kevin did what he could under the conditions.
