Not resolved

I had reserved a mid size car from 4665 N Braeswood Houston Tx 77096. Instead I was given a Compact / Economy.

When the Enterprise rep showed me the car, I recognized almost immediately that this was a small car. The insult was that she blatantly lied and said it was a midsize, then she went on to say that because I was late on picking up my vechicle, which was not so, as my reservation was for 5:30 PM., and therefore the hatch back that I was suppose to receive was gone, I do not know about any hatch back but my reservation clearly state midsize Hyundai Elantra or similar not a Hyundai Accent. In which she kept claiming that was one my fault and the Accent is a midsize. I can understand and it would always be best for good customer practice is to try to rectify and error if it was but to Lie to a customer and blame the customer is totally Unacceptable.

I have been a frequenter Enterprise renter, especially at this location since I live nearby. I had always been happy with service as I have become to know every one in that location. I however had noticed this time all employees where new? Unhappy with the vechicle I called the 1800 number for Enterprise to make a verbal complaint.

Your representive when I call quickly willing to rectify the issue and she directed me to the Houston Hobby Airport. It 20 miles from my home but the time being 6:30 PM that would be the only one open and closest as my itetenary was to leave and be on the road to my destination. I arrived at the Airport location only to be told by Manager Jon, that he had no midsize cars. I was so upset, he continued to say that I would be the 3rd person that the 1-800 customer service would falsely send a customer to pick up a car?

He then blamed the Braeswood location and apologized but he had 300 reservations for reservation that had been made and he could not just give me a vechicle! He too seemed upset and he assured me he would be contacting his bosses about this incident. He then said go to the Braeswood location at 7:00 AM they will be open to pick up another from there! Angry and so disappointed I vowed I would never rent from Enterprise.

After a near 3-4 hour wait I went towards the car that the accent that I had been given and one of your Representive that cleans and washes your cars came running to me as he had over heard angry conversations. He said I just washed a Kia Soul it too is a compact vechicle but is slight bigger than the Accent. He brought it out and I said yes it was slightly bigger! I wish I had gotten that gentlemans name to give him a Big Hug and a God bless him, because he clearly understands customer service, he went out of his job description to make a customer happy.

He should be the manager and perhaps your managers should try a labor job so they can perhaps learn some customer service! This is the Enterprise Rent-A-Car confirmation number 1825698824COUNT $168.00 1 extra day $33.00 due at pick up $248.31 my AARP was added and was to give me a 5 %. My Enterprise Plus card number PBC8XRG.

But these charges are for a Midsize NOT the same for Ecconomy / Compact. Lucy Tellez this confirmation also confirms that I must pay with my Priceline card.

Product or Service Mentioned: Enterprise Rent A Car Car Rental Booking.

Reason of review: Order processing issue.

Monetary Loss: $75.

Preferred solution: Price reduction.

Company wrote 0 public responses to the review from Jul 03, 2017.
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Cypress, Texas, United States #1348160

The situation was made right by the assistant manager! Although she was the same lady that had given me the car, and maybe felt embarrassed and thought best to apologize as a representative of Enterprise, rather than take responsibility.

But that is find in that situation I may have done the same. But the matter was resolved I was credited an amount not really expecting but, I did deserve it, as the mishap did cost me.

Thank you for allowing me the post and thank you Enterprise to making it right!

Lucy Tellez



Thanks for your feedback. We appreciate it when customers tell us about their experiences.

I have forwarded your comments to our Texas Regional management and our team at our Meyerland location. I have asked that they review your concern and contact you directly.

As this may take several days, your patience is appreciated.



(Reference #170706-002141)

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