Cons: We showed up to pick up a standard SUV that was reserved three months in advance. We needed the size due to a trip we were taking. We were told they did not have standard SUV available. The customer service rep told us that she could call later if one were returned (it was 4:00 and they close at 6:00), but she really recommends we start calling other locations to see if we can track down a suitable vehicle. When asked why she didn’t call us earlier, she told us she did not have a phone number on file. I called the next closest enterprise, and he had my number on file with my original reservation (and was wonderful and apologetic for our trouble). So, customer service could have been better at Enterprise in Lebanon, Ohio. When a vehicle wasn’t available, little was done to help to make it right (i.e. a phone call/email to let me know there wasn’t a vehicle or even help in locating a suitable replacement). I’d recommend avoiding that location. Since the reservation was not completed at or with the help of Lebanon Enterprise, I don’t think I can rate it any higher than “poor.”
Pros: I had a car to drive... that's about it
Cons: I recently rented a car from the Hamilton location, it was a total nightmare. First we needed to switch the pick up location, we called the enterprise in Fairborn, Ohio to switch it there, the woman was rude to my fiancé and eventually hung up on him after saying she couldn't help him. He called back and asked to speak to her manager, she said she was the manager and there was nothing she could do. Then we decided to just keep it at this location, so we drove to the address I received in the email when I reserved the car, only to be told we were at the wrong location...when we asked for the correct address they said they don't have access to that information and then moved on to helping other guests. We eventually found where we were supposed to be and rented the car. We got in the car to drive and it had a weird smell, no big deal, all cars have different smells. Upon returning home I noticed NUMEROUS stains in the vehicle. Cigarette ashes all over the dashboard and a fully smoked cigarette sitting under the steering wheel column. I have pictures of all the seat stains, however I vacuumed out the car before we started our trip due to smoke allergies. There was also a bag of old food in the trunk, hence the weird smell. Once we were on the road we realized the cruise control didn't work and neither did the brights on the headlights. I have never ever been treated the way I was when going to rent a car, I was yelled at and talked down to and if it hadn't been at the last minute, I would've cancelled and gone with another rental company. My company that I work for (a national company) uses enterprise constantly when people need rentals and I can guarantee that we will never be using enterprise again. I am shocked with the condition of the vehicle AND the service we received. It was nothing short of a nightmare. They eventually called me to see how the rental was and I told them all of this, they credited 50% back to my card. I still have not one good thing to say about enterprise.
Didn't get the car I reserved and was penalized $250 for opting out of
Pros: The replacement was clean and new
Cons: I reserved a full size car but was "upgraded" to a small suv when it wasn't available for pick up. I had to drive a family of 4 (with luggage) from Ohio to Texas in a vehicle the size of a Prius. When we arrived in Texas we bought a vehicle in order to avoid driving the "clown car" home and was charged $250 for the return charge.
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