Montrose Car Rentals

Cons: I went to pick up my car and the facility where I was directed was permanently closed. I walked around the building and found someone who told me that all the business had been moved to the local airport. When I went to the airport I was informed that they had no cars available. I had to rent elsewhere.

Car not ready- lots of excuses

Pros: Nothing.

Cons: I scheduled an 8am pickup at the Montrose/Telluride airport, and it turns out that 8am is when the employees arrive to work, not when they'll have the car ready. This means that they spend 10 minutes getting the desk open, 10 more minutes checking you in, and then send someone to walk out to the lot, get the car, drive it down the street to the carwash, wash the car, vacuum the car, then drive it back to the airport to give it to the renter. So my 8am pickup wasn't ready until 8:45am, which means I was 30 minutes late to my meeting (I actually had to abandon the transaction, and call my client to have someone pick me up and give me a ride). The thing that really gets to me is that the employee and manager (I assume he was the manager because he was the only one wearing a suit) didn't tell me this ahead of time. if they knew it would take so long, why wouldn't they tell me at the beginning? After they checked me in, rather than letting me know that the car wasn't ready, and that it may take some extra time, she just told me to hang on while they guy goes to get the keys. It wasn't until 40 minutes later, after I asked them what was going on, that they explained the situation to me, defensively in fact, as if I'm complaining for no good reason. I've worked in many high pressure customer service situations, and the the thing you learn on day one of your first job is that you need to manage customer expectations. If you see that something is not going in the right direction, even if it's not your fault, or if it's beyond your control, you need to immediately aknowledge it to the customer and let them know that you either have a plan, or that you're about to make a plan to make it right for the customer. On the other hand, telling the customer that it's fine, when you know it's not, in order to appease them for 10 minutes, and then winging it, is junior high-school level thinking. Things go wrong all the time in customer service environments. If your employees (and manager, even!) don't even understand the first lesson in Customer Service 101(*managing cutomer expectations*), you've got a real problem.

Cons: Reservation was made FINE months ago! When I arrived, they had NO automobiles available for rental at all!

It felt like a Seinfeld episode

Cons: Turns out a reservation doesn't mean much to this Enterprise location. Upon arriving to the counter I was told they were out of cars. Mind you I had made a reservation a head of time. Multiple other people ran in to this issue as well. The real problem is that they had no solution. No offer to contact another company or any remorse. Just a "nope we're out of cars". I ended up having to pay double with another company that only had a truck left.

Price issue

Cons: The final price was higher than promised. $419 versus $368 due extra taxes and fees charged by airport authority. Reason stated was rental was made at an offsite location. However, the offsite location does not rent cars. The day before rental Enterprise called to confirm pickup. Stated the pickup would be at the airport. The clerks would not honor the rental agreement. I was not told of the extra fees and taxes until drop off.