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| - I have rented from enterprise several times when visiting Las Vegas. I've also rented from Enterprise locations in California, Florida,and New York. This is the one time where I have picked up a vehicle from McCarran international airport and had a terrible experience.
I originally picked up the vehicle on Friday, June 2 I was given a 2016 Nissan Maxima, a premium vehicle, and the vehicle was great! Drove really well, great gas mileage, it was perfect and had no issues with it externally but internally it had about four USB ports and none of them worked. I have to drive the car to and from work, I planned on driving the car to Utah and California and not being able to charge my phone is a pretty big deal.
I called Enterprise the next day, explained my issue, & was given a replacement right away. I was given a 2016 Chevy Impala, a premium vehicle again. I had some reservations because it looked like someone had just brought the vehicle back in. It was very dirty on the inside and it hadn't been cleaned at all, it was just not what I expected to drive.
I explained to the woman helping me that I wasn't sure if I wanted to take the vehicle. She said "it's a great vehicle you know, it's pretty high-quality and this is the only premium vehicle we. If you have any issues with it just bring it back and will exchange it. I'd check back in a week or so". So I'm slated to have the vehicle for about 45 days so I want to make sure that the vehicle is comfortable. I got in the car and drove away, pulled into my hotel and went upstairs. I came back down to get into the car the next day & when I saw the car in the light of day, it was horrible. There was dirt everywhere & what looked like someone had like dripped paint on the seats and on the floor. The car is all black leather on the inside and there were little white dots everywhere. The windshield had some nicks in it, there were scratches on the doorhandles and there were scratches on the back bumper.
When I opened the trunk of the car, the fabric connecting it to the car fell off & I could see inside the vehicle; all the lights & wiring were exposed.
Because I was so busy, I waited until the next Saturday to take it back. I was told to just come exchange it with no problem. When I got there, I was immediately met by an African American woman with dreads named Trishelle. She asked if I was returning & I stated I was just exchanging. She asked me what was wrong with the car. I began to explain & about halfway through she just walked away. I sat there really confused about next steps so I started the car back up so that I could just go somewhere else. She walked back to the car & told me that I could just take my keys inside & someone would help me. As I began to pack up my things, she came back & statedthe only vehicle we have is this truck". It was an older truck, & not in the best condition. I said "there are no other vehicles?" She stated that "there weren't any as nice as the one I had". So I needed to take what they had. I said "well this vehicle has damage". She walked around the vehicle with me & stated "this isn't really damage. I mean, with the stuff you're worried about, it's nothing & I wouldn't really complain". Then she walked away.
I went inside to speak with a manager to either get a different vehicle, or I would cancel my 45 day reservation. She came inside & asked if I needed help, I stated "yeah, I want another vehicle" she replied "all you're gonna get is the truck, which I could put you in right now". I said "nope I'm going to speak to someone else".
That someone else was named Alexander. He explained that Saturday was a very busy day & that they didn't have any premium vehicles comparable to what I had. He stated I could go to another location, check back tonight, or tomorrow. He gave me his card & his managers name & apologized for the inconvenience. I explained that I appreciated him being so kind to me & not being rude or dismissive of my issues. He apologized for Trishelle & stated that she was still in training. Honestly, he was great but because of her I will probably recommend that my company stops getting rental vehicles from them.
The 2 stars are for Alexander. He was phenomenal & if I do happen to go back tomorrow, I will make sure I only interact with him. Maybe this was a one off, as I've never had this experience with Enterprise. Who knows?
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