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  • I picked up a rental from a Tempe location (rental through Nationwide Insurance while my car is getting fixed). The location did not have the upgrade I wanted at the time of pick-up (Monday 5/4/2015). The agent was unable to find one the next day and suggested I get one from the airport location. I called the airport location, explained that I needed an upgrade and confirmed they had availability. Once I reached the airport, I was told by the agent at drop-off that they do not do upgrades at the airport location. I explained that I had not only spoken to the manager at the Tempe location but also on the phone to confirm my situation. He brusquely suggested that the person on the phone was just a call center agent and they did not often know all policies and he could exchange my car for another in the same category but not an upgrade!! No apology, just letting me know that their own employees don't know what they are doing. Sigh. It was very frustrating having driven over 45 minutes in traffic to exchange my car (confirmed twice that I was able to make the upgrade) to be rudely told that there was nothing he could do for me. The decision is baffling - not only from a customer service perspective, but also from an economic one. An upgrade means that the company gets more money than it were previously getting. I now have to drive back to the Tempe location tomorrow ...another 45 minute drive to exchange my vehicle. This is my first time renting from Enterprise, and it has not been a pleasant experience to say the least. I have to use them for this rental because of Nationwide contract I guess...will stick with Alamo in the future where the experience has been awesome every time.
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