I have been a loyal customer of Enterprise for the last 12 years and on my last rental I had the worst experience dealing with them. I was on vacation and called enterprise to reserve a car at the location near the cruise ship port. The rental agent told me there would be a car at that location however when I arrived about 30 minutes later I was told they didn't have any cars. The office staff said they didn't understand why I would be told that there was a car available.
Although there was another car rental company next door in the adjacent building, I was a loyal Enterprise customer so they arranged a rental at the airport location about 2 miles away. The Enterprise slogan is "the company that picks you up" however I was told there is no shuttle and I would have to take a cab...so I did.
I got to the airport location at approximately 10:00 am, completed the paperwork and picked up the car. I asked Mr. David Horton, the Branch Manager, if I could return the car at the port location and he told me that they would take the car back at their location. We inspected the vehicle and I left that location.
At approximately 4:00 pm (6 hours later) I went to return the car and the rental location had closed at 12:00 pm. Although there was a drop box for the keys, the car would have been parked in an open lot without any security. I called the airport location and I was told that I was responsible for the car for 2 days until it was checked in. My cruise ship was leaving so my 6 hour rental would have turned into a 48 hour rental so I drove to the airport location.
I spoke with Ms. Briana Ferguson-Medeiros, the station manager, and she told me that they could not provide a shuttle or any type of transportation to the other location. I explained that I had been mislead by David about returning the car to the original location by telling me that they would process the car, he did not mention that that location would be closed until 2 days later. Ms. Medeiros told me that they could not accommodate me because then they would have to accommodate other customers.
I told Ms. Medeiros that I did not believe that as a loyal customer I was mislead (about the original reservation and the return) causing me to pay for a taxi both ways so I could rent a car from Enterprise. She told me that there was a rental company next door to the enterprise location at the port and I could have rented from them. I could not believe that a manager would say that to a loyal customer. I asked that because of this issue if I could get an upgrade voucher on my next rental and she said there was nothing that they could do for me.
When I initially called customer service the representative told me that they would reimburse me for the cabs ($25.00) and she would forward my information to the rental location. I got a call back from Ms. Medeiros who told me she was notified by customer service about my complaint. She told me that she only provides cars the local airport location and that if there wasn't anything new then that was her decision.
I explained that for all the inconvenience to stay with the company maybe I could get a voucher for an upgrade on my next rental...and she said no. So I called customer service again but this time I spoke with "Josh" and explained what had occurred he tried to look up my rental under my name, date and location of the rental. He asked me if I was given a receipt because there is no record in the system for my rental. I was never given a receipt at the site nor was it emailed to me.
Josh also told me that David Horton told me I could return the car to the port location but It was my fault because I never asked David if there would be anyone at that location. I asked Josh if there was a manager that I could speak with and he said he would only refer me back to Ms. Medeiros.
If that is Enterprise's policy now then customer service and brand loyalty is not worth the trouble.
Product or Service Mentioned: Enterprise Rent A Car Car Rental.
Reason of review: Not as described.
Preferred solution: Upgrade credit on my next Enterprise car rental..