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| - I apologize for the very delayed review. My (really bad) experience happened last summer & I'm reminded why I will never use Enterprise again, as I'm now making plans for this summer.
This is especially directed at large groups who need 10-15 person vehicles. I was told on the phone that the Ford Transit (new, high ratings, comfortable, high mpg) would be available at this location after I called multiple locations that were sold out. I was given specific details about the various awesome attributes of the vehicle and was reassured several times that the vehicle would be available. This was important since our group needed a comfortable vehicle for a 500 mile trip.
Upon arrival, the only vehicle they had available was a large, rickety, gas guzzling (1/2 the mpg of the vehicle we reserved), with unclean interior (mud, stains & trash inside), extremely uncomfortable 12 person cargo van. I've driven these before and this is exactly what we DID NOT want. We had no choice but to take it since we needed to get on the road right away & were reassured that we could address the situation with a manager upon our return. Needless to say, our group ended up with painful, sore backs & bodies by the end of the trip.
When we returned the van, I was told that a specific vehicle type can never be guaranteed (opposite of what I was told on the phone when I reserved it). Brian was the first person I approached & when I explained the situation to him, he was completely patronizing & unprofessional. He dismissed my concerns & said with an arrogant, argumentative tone,
"What do you mean it's the wrong vehicle? That's the vehicle so how can it be the wrong vehicle?!"
And then he walked away, so now I could at least try to speak to someone who had an ounce of customer service skills.
To her credit, Robin, the manager, did everything she could to make an awful situation less awful.
Again, Robin did her very best. Brian was rude, arrogant & patronizing. In spite of Robin's efforts, I believe these types of situations will reoccur based on the policies that Enterprise has in place regarding advertising & reserving vehicles that are not in stock, as well as the spotty, inconsistent service.
I do not recommend using Enterprise for your rental car needs! You may get a completely different vehicle than what you reserved, a dirty vehicle, as well as rude customer service agents.
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