Enterprise Holdings, St. Louis MO

I will update stars when my issue is resolved, I am a fair person and I don't expect lavish, excessive customer service.
HELLO! I am currently renting a vehicle with Enterprise. Unfortunately, I am receiving some incredibly distasteful service from my location.this issue has now gone all the way up to the area manager. Fortunately, I work about 30 minutes from corporate headquarters, at a large pediatric hospital. So I will be heading your way Monday morning in the hopes that we can resolve the issue and swap/renew my contract to a different branch location. In my line of work, a global pandemic has me stretched thin enough without the extra trouble of unruly employees not doing their jobs, then behaving like I am the problem. I worked in service for years. I'm appalled at the manner in which I have been treated, having rented from this branch location consecutively for nearly 4 months. The amount of money I have dropped while dealing with a claims case for my vehicle is staggering to look at, then being treated badly to top it off, it is unacceptable. I feel it's important corporate hears about the experience I have had directly so they can send emergency training to these employees and their management team, or find more suitable representatives of their brand. I did a project in Macroeconomics in college on this business, I know this isn't how they operate. I'm not saying the customer is always right, I am saying when you have a great customer who has never faltered in payments and brought you r loaner back in better condition than you gave it to them. Then consistently refuse to return calls, emails, ignore service issues. Only to come back later and behave like I am the one not holding my end of the contract. UNACCEPTABLE.

Staff was helpful in resolving my issues but there is so much work that needs to be addressed at these branch stores.

Writing this review in the hopes of improved customer service. I needed help on Sunday, June 20 in Edmonton, Alberta, Canada and contacted Enterprise Roadside Assistance since all branch offices were closed. They were completely unwilling to help with an unsympathetic tone of voice (despite saying "I understand"). There were two major problems with their "service",

1. I was not provided the opportunity to present my situation to the supervisor. (The person who took my call at first told me there was no point in talking to a supervisor since they would only say the same thing.) I insisted on speaking to a supervisor. After being placed on hold, the supervisor told me she was informed of the situation. This is a problem as I am the one experiencing the issue and was not provided an opportunity to voice my concern.

2. They refused to help me in any way. I was told my issue was for Customer Service - who was closed, and that they were Roadside Assistance. I was also told by the supervisor that in her 4 years with Enterprise, she had never experienced my issue (accidentally leaving my housekeys attached to the car rental keys and dropping off all keys inside the secure drop box). There was no need to belittle me. Any attempt to come up with alternate solutions was completely from me and not from Enterprise Roadside Assistance, e.g. To somehow contact the branch manager where my housekeys were, if there was an alternate way to open the secure drop box so I may get my house keys. Despite my sobbing on the phone, despite my explanation that I was so emotional because I needed to get home to my dog, none of that mattered on a Sunday afternoon at 4.00pm and I was told nothing can happen until Monday morning when the branch opens.

For a customer-based company, it is somewhat disconcerting to be refused any assistance in a distressing situation. I am fairly confident I am not the only person in the history or future of Enterprise who had/will accidentally drop their housekeys in the secure drop box. Having a plan to better help customers in my situation will contribute to improved Enterprise Customer Service. In addition, may I suggest improved Customer Service training for all Enterprise Roadside Assistance employees.

Bad Business in these days of covid-19 When renting with a debit card Enterprise car rental needs 2 current bills and expect people to have an up to date electric bill and in these days Not many people have that.

Worked at Enterprise for 6 years in my late 20s. They told me when I was interviewing that I would get an MBA without the price tag. Have not made it back to a class room for aa comparison. But I made great connections, and got to be around a great group of people in that experience.

Love EAN’s brands of car rental options. I go with National when I can because of the Emerald Aisle product.

Start: An insurance company arranged for a rental. Someone called me back at the end of the day after stating that he was busy when I called and his manager had left at lunch. An extension was made and the person who called me after I contacted enterprise through the corporate headquarters website indicated that she had the ineptitude to not know how to execute the service call. That person stated she was the manager and there were no females present when I arrived to pick up a vehicle that did not have functioning windshield wipers, that negligence determined with rain, and the fact that the trunk did not lock was determined earlier. Also, the male who provided the contract for the vehicle stated that he was not able to send an updated contract agreement or note after minor damage to the windshield was not noted prior to the contract signing for that rental, but before the vehicle was driven. (502 area code locations/ Westport/Highland.more paragraphs can be added/hint)

If it was possible to give less than 1 star, I would. Had a major issue with a reservation on 07 Oct 20 that has STILL not been addressed by anyone at Enterprise. I e-mailed 2 of EHI's Executive VPs and still nothing. I keep getting promises that someone in a position of authority will call me, but, of course, no call. I have been a loyal member for 30 years - using Enterprise for all my personal and professional rentals (about 6-10 times per year) and I can't even get the courtesy of a telephone call.

I have filed a complaint with the BBB and both the MA and MO Attorney General's Offices regarding the issue and hope that one of these entities shows more interest in resolving my issue than has Enterprise.

Congratulations - you've lost me as a customer. I would rather walk than ever rent from your company again.

Update to Previously Posted Issue:
On 10/30/2020, I received a call from Tom Walling, Regional Vice President, expressing his personal remorse for how my situation had been handled. Mr. Walling offered to reimburse me for not only the Lyft cost incurred to get to the rental location, but also the full amount charged for the rental. Today, 11/03/2020, I received via FEDEX the promised compensation. I greatly appreciate Mr. Walling's efforts and his commitment to following through on his promised solution, but am dismayed that it took 2 letters to 2 Executive VP of Enterprise, complaints filed with the BBB and 2 Attorney Generals Offices, and many phone calls to finally get this issue resolved.

Enterprise counter was closed. Had to use National. I should have been told this beforehand.

Absolutely horrible experience the manager was sarcastic and arrogant and very disrespectful at the Miami International Airport location.

The first person I dealt with was fantastic but the person that called me on the phone about the return of the rental was absolutely rude and should not be in customer service. A payment was taken out of my account and it was not my responsibility to pay anything but the deposit and I haven't gotten a refund yet

I took my vehicle in to be repaired and got a ride to Enterprise in what I thought was plenty of time to get to work. Ha-Ha. There was quite a line of people. I was impressed with the maks wearing, having us wait outside (of course it started raining) and stay distanced. Since everything had been taken care of by my insurance the Enterprise representative got to me quickly and had me in a vehicle as quickly as she could and I was only 15 minutes late for work.

I have stated year after year that the cars at this location should be fueled all the way, its very disappointing that every time I rent I have to stop and gas up! Its not like that at the airport you should have all the locations do this and it would be better for the people returning they don't have to worry as to if the tank was 1/2 empty or not. Lissette Lopez

My car was totaled and the insurance company called in a reservation for me on Monday. I called to confirm and was told that they would not have a car for me until Wednesday afternoon. I went over Wednesday and there were no cars. They put me on the priority list and I had one Thursday morning. So, initial frustration, but I am pretty laid back and I think a lot of the issues sprung from Covid-19 delays and no one is to blame for that. The guys at my local Enterprise are all very nice that I felt good about everything in the end. I rent from them quite a bit for work purposes and have always thought that their customer service is excellent. Even when things go wrong, they keep their positive attitude and do all they can to help.

Trevor was awesome, making the process smooth and easy. He explained all the options and got me on the road quickly. The rental car was fuel efficient and got me where I needed to go.

I received a rent car that was paid for by Geico while my car was in the repair shop. The repair shop took longer to repair my car (24 days) than the original messmate of 7 days. Both Geico and I kept Enterprise aware of the situation. Geico was paying for the rental completely, I was not to pay any. Toward the end of the rental experience, Enterprise tried to chard my credit card for the rental time over the scheduled end of the rental. Thank goodness the charge was declined by my credit card company. Other than the random attempt to charge my card, the experience was great.