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  • I've never thought to review a rental car location, mostly because over the past decade I've never had a substantial issue with renting a car. It's a pretty idiot proof process that generally is professionally handled. Unfortunately, this location struggles. Not only did I get billed a rate that was $9 per day more expensive than what my contract actually stated, but they also signed me up for the damage waiver coverage after I had previously declined it. I carry a million dollar umbrella policy that protects us, so I always refuse additional coverages. When I went in to drop off the car after having it for a week, the gentleman who helped me was apologetic and removed the the DW fees that had been charged to my card. I was happy. No issue. Mistakes happen. A week later, my card gets dinged for $128. This is when I found out that the rate I was quoted was not the rate I was billed. This was due to "issues with our iPad connectivity" according to Kate, one of the managers at this location. She told me she would fix the issue for me and give me a call back "in a few minutes," with the amount she was going to refund. 3 hours later I call her back as they were going to be closing. I wanted a remedy. I waited on hold for 18 minutes. Kate told me they had been busy and she had not yet worked out a solve, but that she would handle it as soon as they closed for the day, so that she could have some quiet time to get it done. She said she would call me back with the final result. I never got a call back from Kate, but I did have an appropriate refund go back to my card 4 days later. Organizations like this astound me. It requires such little effort to make a customer happy, even when a mistake was made. Don't tell me you're going to call me back and not do it. Don't make me waste my time, like it's less important than yours, by having to track you down. Not cool. It's disrespectful and unprofessional. If my insurance didn't use Enterprise, I'd never use them. Here's hoping the inferior hardware and processes (or lack thereof) get updated to better accommodate a positive customer service experience that incentivizes customer trust and loyalty. Because at this point, I feel neither for this location.
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