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.