I was forced to rent a vehilce after finding out my 90 year old mother more than 600 miles away was suffering from a brain hemmorage and we weren't sure how long she was going to make it. I have an older car that wouldn't make the drive. I did some research to find a company that had low rates for drives that long, and found that Enterprise allowed unlimited mileage within the states I would be traveling in, and renting the vehicle was within my budget. I placed the reservation online to pick up on the next day (Saturday) in the morning. Then the problems ensued...
I walked in at my scheduled pick up time, and despite being the ONLY person in the store had to wait 10 minutes before the rep would acknowledge me. Strike 1. He took my card for the reservation, and said it was declined. Didn't explain why. He goes on to explain they can take money orders. Fortunately, my bank is located just a few blocks down the road, but since I had been waiting for the guy to acknowledge me for 10 minutes to begin with, it was 15 minutes before closing. I explained to the guy what was going on and asked him to do a great favor by staying open an extra 5-10 minutes while I got the money order. He had already taken all my information - all he needed was the money to close the contract. He said he'd wait until 12:15 for me and I was greatful! I got down to the bank and realized I hadn't asked for the total amount to get for the money order. So I called the store. It rang twice, and then he hung up on me. Mind you, by the time I had called, it was still 5 minutes before closing. Strike 2.
I decided this guy obviously was lying when he said he'd wait around. (Think how much nicer this review would have been if he had either been truthful about sticking around or just told me he wouldn't stay!) I found another Enterprise location at a local airport that's open much later. I made another online reservation. I called this location to see if they accepted money orders - they don't. So I called my bank to see if they could figure out why the money was denied. They put something on my account so that the funds were readibly available for the rental and I was on my way again to pick up a car. I get to the airport office and boy was the woman I dealt with RUDE! After pulling up my confirmation, she took my card, took one look at it and here's the conversation that ensued:
Woman: I can't accept this.
Me: Why? You haven't even run it yet!
Woman: It's a debit card, do you have any major credit cards?
Me: It's a Visa.
Woman: No, it's a debit card. Do you have any other major credit cards?
Me: No, I choose not to do business that way. Why can't you take the debit card, it has money there!
Woman: It's clearly stated online that we cannot take credit cards.
Me: Where? Because I have been up and down on your website and I did not see ANYTHING about not taking debit.
Woman: Guess you didn't look hard enough. I need to help who is next.
Me: Right, because it's always someone else's fault...
Apparently the company has so much flipping money they don't need mine! The customer service I received at 2 different stores in the course of about 2 hours has COMPLETELY turned me off from the company!
Things Enterprise could have done correctly to avoid this situation at all:
1) The guy at the first store could have acknowledged me. That would have been nice.
2) The guy at the first store could have explained WHY my card was declined - the fact that it was a debit card. That would have saved some hassle.
3) The guy at the first store could have either told me he wouldn't stay passed noon, or held his word when he said he would. That's basic common decency!
4) The website could CLEARLY state that they don't take debit cards. Or better yet, the company could get with the times and take debit cards that run like credit. Like everyone else and their brother does. Especially given the amount of people in the US consolidating their credit card debt due to the economy. You'd THINK the company would consider that...
5) The girl at the airport could have had a smile.
6) The girl at the airport (and the company as a whole) should really consider this phrase: "It's not my fault, but it is my problem."
Review about: Enterprise Rent A Car Pick Up Service.