Excellent service from staff.
Waited 30 mins to get checked in which is ridiculous. Also had two enterprise locations with similar names which was confusing and i went to the wrong one.
Really appreciated the customer care when picking up the car. The agent took time to get us into the perfect car for our long journey from Palm Spings, CA to Bellevue, WA.
we never were able to get the car as the location ran out of cars before we were able to get to the off site office. tried two days in a row.
I appreciated the quick service and the vehicle was not falling apart like I have experienced with other agencies every now and again. The part I wish to resolve is the pre-pay on fuel. I was not advised that I would be charged for a full tank no matter what it was returned at. My understanding was I would be charged the gallons I used. I only used 1/4 of the tank so a full tank charge has left me a sour taste in my mouth. The representative knew I only had it for 1 day so that should have been something they advised and double checked on the consumer’s understanding of the policy. Albeit Enterprise is the leader of the rental industry, it’s the little things like this that can drive a customer away. I hope Enterprise steps up and resolves this matter.
When I searched for the vehicle, I specifically put in Palm Springs Airport because we had a Turo dropping us off. I cancelled first class flight tickets on Saturday and booked a large capacity van to drive from Palm Desert to Scottsdale due to a change of plans and needing a large vehicle. I waited 45 minutes in line for my turn, only to be told I was at the wrong location "the other one is better for you, less in taxes, not an hour wait for a vehicle, and it's only 3 min away, you can take an uber or a taxi" this was at around 2:25pm - so I ubered to the other location. As I arrived at the other location, a lady peeked out and said "we're closed!", as I told her that I was at her other location and they sent me there, she replied "ya well we tried to call you and we got voicemail." by this time it was 2:35pm -10 minutes after I left the other location. I asked if I could still get the car I rented, and she said "oh we have your car, but we're closed, we're going home, I only said something so you wouldn't be stuck here by your uber, I was trying to be nice." I Uber back to the other location, and that gal said she only had sedans and small SUVs (I rented a large capacity van) but it'd be an hour wait. I asked if I could have the van sitting at the other location, and she said they didn't share inventory. I visited the other counters, they were all sold out. I called other vendors, and they were closed by now and not open on Sundays. I ended up renting a u-haul, paying 4x the amount and driving back. I will not only not use Enterprise Rent-A-Car again, as their processes, training, and systems are flawed, but I will question my use of Kayak as since they are a third party, they could not assist me either.
