Very Bad Experience (first bad one with Enterprise
Cons: NOT ENOUGH SPACE - HOW CAN I SEND YOU A COMPLETE CHRONOLOGY THAT I SENT ENTERPRISE ON 11/30/15?
After being a highly satisfied Enterprise customer in the past, my daughter and I were VERY disappointed with the experience we had with Enterprise this past week in Belgium.
On November 17, 2015, I flew from Rochester, New York to Belgium to spend a week with my daughter, who lives in a suburb of Brussels. Wanting to spend some of the time driving around a few countries, we decided to rent a car for two days – November 21 and 22. I often rent with Enterprise (Enterprise Plus #PGZSH5W) but, for some reason, I was having trouble getting the Brussels car rental information on the Enterprise website, so I used KAYAK.com to rent with Enterprise. Our “story” begins there.
October 13, 2015
Through the KAYAK website, I reserved an Intermediate Car with an Automatic Transmission (because I don’t know how to drive a “Standard”) with 300km included at a rate of 48.61 euros per day plus 31.39 euros in Taxes, Fees and Surcharges for a total two day charge of 159.99 euros.
•EMAIL CONFIRMATION #1901276624 - SEE ATTACHMENT #1
November 21, 2015
After the terrorist attacks in Paris and then the police raids in Brussels, Belgian Authorities raised the Terror Level to 4 (the maximum level) and advised citizens to avoid public transportation including the Brussels Airport. We decided early in the morning that we really didn’t want to go to Airport to pick up the car and checked the Enterprise website to see if there were any Enterprise locations in the suburbs close to where we were staying that we could transfer the Reservation to.
We were thrilled when we found out that the Enterprise website said there were “Automatic” cars available at the Holsbeek location (Phone 3212390940) and, at that point, we didn’t really care about the cost (total came out to $249.31, the equivalent of~235 euros). With the location only 10km from where we were staying, that seemed perfect. Because we wanted to get going as quickly as possible and we had trouble locating my Reservation Number, my daughter made a NEW reservation at 7:16am (#2001513117).
We then found my original reservation and she MODIFIED that original reservation using the online tool. The confirmation of that MODIFIED Reservation arrived in my email inbox at 7:37am.
•EMAIL CONFIRMATION - SEE ATTACHMENT #2
Because we now had two confirmed reservations for an automatic transmission car with a pickup location of Holsbeek, Belgium, my daughter returned to the online system and tried to cancel the new reservation. After spending almost ten minutes trying to locate the “cancel reservation” option, she then used Skype to call the Enterprise reservations number (1-855-266-9289) at 7:46am. After spending 11’30” on the phone, the Enterprise Agent explained that the system was malfunctioning and, therefore, it would not be possible to cancel the new reservation.