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| - I have to admit, I was not impressed right away. Up until I picked up my rental I was expecting this to be an angry one star review about another company that can't deliver on it's promises and that I would never go to again. Enterprises big claim to fame is that promise that they'll "pick you up". Considering I was supposed to pick the rental up first thing in the morning for a road trip to a set of comedy gigs, this was awesome - I sure as hell didn't want to be up before the sun had even bothered rising and drag a suitcase to, on, and from the train to get to a rental place, so this promise was the single reason I made a reservation with Enterprise. I even called ahead of time to make sure what their policies were on deposits and everything and even double-checked that the pick-up service was available from this particular location. I was told to just call a day or two before the pickup day and it would all be sorted out.
I called two days before, with the reservation already confirmed, to set up the pick up and was told "It's not available that day because there are only 2 guys working." Hmmm call me crazy, but when my pickup is first thing in the morning, how many people do you need?!?!
So I drag myself down there, having a hell of a time finding the place on foot (Googlemaps seems to be profoundly confused as to which side of McLeod it's on, and how far north) and I get there 15 minutes before they open. It's pretty cold out, I'm the only one there, and there's one guy inside and one walking around inspecting the cars. I stand by the door and the guy checking the vehicles doesn't even acknowledge my existance. I had hoped maybe, being the only one there and with there being someone inside, they might let me wait inside while they finish setting up... but even if not, a simple hello and assurance that they'd be opening shortly would have been polite.
Once I finally did get inside, however, the guy I delt with knocked my socks off. He took less than five minutes to call up my reservation, print out the paperwork, and have everything signed, then just asked me what I felt like driving that day. I asked what the options were in the price level I'd paid for ("standard size sedan" so I wasn't expecting anything great) and he listed off 3 vehicles that were actually in that range, but also mentioned two from higher price ranges, including a new 2013 Charger they'd just brought in a few weeks prior. I told him I couldn't afford the extra cost and he shrugged it off, saying that because most of my trip was during their days off "it's just gonna sit there anyway, you may as well have some fun." and gave it to me at no extra charge. He walked me out and showed me how to operate everything and I was off within 15 minutes of their opening the doors.
I did have one slight snag in that a semi-common glitch in that years' models led to problems with the trunk hatch and of course knowing my luck, I'd be effected by this - and by the time the problem occured the location I'd rented from was closed... but in a moment of desperation I decided to call the number for Enterprise's Roadside Assistance (which I hadn't paid the extra fee for and expected to be hammered for that when it came to getting back my deposit) and the lady I spoke to was very understanding and assured me that unless they actually had to dispatch a truck to help me she wouldn't need to charge me for the call. Luckily the glitch stopped acting up while we were trying to assess the problem, but she told me that if it happened again to call back and they would have someone dispatched from the nearest location to come and bring me a replacement vehicle at no charge. AWESOME SERVICE... but really, was I going to risk trading in this beautiful, powerful, beast of a car and get some regular old standard padestrain-mobile? I think not. This was my vehicular vacation!
When I finally got back to the location I originally rented from, I called them and left a voicemail telling them about the issue I had with the trunk, and the next morning I got a call back letting me know that, as their way of making ammends, they were waving a day's worth of charges AND the cost of the rental insurance, which meant I spent the entire weekend in $100 a day car for just over $55.
I deducted a star because of their failure to deliver on the pick-up service, but I can't hold a glitch in the vehicle against them and these guys surpassed my every expectation on all other levels. Next time I need a rental car, I know where I'm going (but this time I think I'll call farther ahead of time to arrange a pickup.)
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