Great customer service
Van was very helpful at drop-off!
Despite having a reservation, they had no car for us. We were forced to pay considerably more at a competitor.
After researching the cars available at multiple locations, I selected this place specifically because of the car that they said was available, which I reserved. When I got there, they told me that car was not available but that they would put me in a smaller car for the same price. There was a car available there that was one class larger than the car I had selected but they told me that would be more expensive however they would be happy to charge me the difference. The staff was nice but I left feeling unsatisfied. I think, since it was the fault of the company that my selected car (and car class) was not available they should have offered the next class up for no additional charge. They told me this was not possible. This was definitely a missed customer service opportunity, possibly by the company and not necessarily the staff since they told me it just couldn't be done. Again the staff was very nice but I left feeling unsatisfied and disappointed.
I booked my vehicle to be picked up at the Richmond VA airport. Upon arrival at the counter I was informed that they didn’t have any cars available and that my reservation was kicked over to an enterprise office 25 minutes away. I then had to take a $40 Uber ride with my wife, 3 young kids, and 78 year old Aunt to the other office to pick the rental car up. I asked if I could return the van to the airport so I wouldn’t have to take another $40 Uber ride at 4:30AM on the day we were to return the car. I was originally told that would be fine, and then when double checking with the enterprise employee on that before driving away she then informed me that if I were to do that I would’ve be charged a $50 fee for not returning it to the same place. The van we rented didn’t look like it had been washed on the outside at all, and the inside looked like it had been quickly vacuumed by an employee with no interest in making sure the vehicle was actually clean. There was also a book in the glove compartment from the previous renter which indicated that they didn’t really go through the van before renting it to us. I called enterprise the day before we needed to return the car to get clarity on if I would be charged a fee or not. The person on the phone told me that there might be a fee, but that the office I rented the car from would call me that day to give me the details. I never heard from the office I picked the van up from and was left with the choice of return the car to an office that wouldn’t be open the next morning at 4:30 and then take a $40 Uber to the airport, or just drive to the airport and maybe be charged an extra $50. We dropped the van off at the airport (which was a very quick and easy process). I guess I will have to wait and see if I get charged an extra $50 or not. If so, I believe that should be refunded as well as the $40 Uber ride I head to take on the front end. If Enterprise is at all interested in customer satisfaction and retention, refunding me some of the original cost of the rental would be a great move in that direction and I would then be more than happy to rent with them again
perhaps a lower rate. But that's wishful thinking.
