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| - Edit: I give out countless 5 star reviews. I very rarely give a 1 or 2 star review. I believe in being honest and sharing my experiences. I am a reasonable person and very easy to please. However, I am so disappointed with this experience that I had to share. Yes, the unreliability of Enterprise DID ruin my day trip to Sedona. My time off is very precious to me. Yes, there are two sides to every story but I suggest you take my experience seriously and book with another company.
We reserved our car a month in advanced. We were to be picked up the morning of.
Due to some confusion on time (not sure if it was 8 or 9am) we called them the morning of to see when they could pick us up. It was then that they told us there were no cars available, and there wouldn't be "for hours". To clarify, our rental was reserved for 9am.
We asked if we could wait in our hotel room, just a few miles (literally 3 or 4) down the road, instead of in the cramped office. We had the room until noon so we'd rather be comfortable. They said, no problem, we will let you know when your car is ready. At NO time did they lead us to believe we were not in line to receive a car, quite the opposite actually.
We received a call at 1100 saying that they had a car available for us. We went down to the hotel lobby to wait. We called at 1130, they said he was still on his way. Mind you, we were just a few miles down the road. We called at 1200, they said "the driver said that nobody was there so he left". We verified the right hotel, again. Are you kidding me? Finally they come and get my husband and I at 1230. When we finally get there they tell him there is no car available but they will put him in line for one.
- Enterprise lied to us. When we got there at 1230, they told us they would NOW put us in line for a car. They couldn't do so before we came to the location. So, we were now behind other people who had reserved cars for later than us (10am or later), because we were not "in line". Are you kidding me?????????? This is the most shocking thing of all. So for those 3-4 hours we waited at our hotel room, we were not even in line!!! We asked, well, why did you call us at 11am saying we had a car? "That was a mistake". When they said that, I then realized that they were playing us when they told us someone was on their way to get us. They probably realized their mistake and were trying to push us off as long as possible.
Any reasonable person would realize how downright ridiculous this is but this group of customer-service-idiots apparently thought it was A-Okay. I mean, I just.. can't believe they thought this was okay. "Well these people have been waiting in the office, what do you want me to tell them?" I responded, "You tell them that there are still customers who are waiting for a car they reserved ahead of you, but they decided to wait at their hotel due to the fact that we only have FOUR CHAIRS HERE".. You should all be fired for being so totally clueless.
... For the record, this reason ^^^ is 75% of the reason I am writing this bad review. ....
- We didn't get a car until 4pm. People who reserved cars for later than us, got their car earlier than us (though I don't think anyone received a car much before noon - really am still not sure what that call at 11am was about). We were only in town for that day and the next. Without a doubt, Enterprise completely ruined our day trip to Sedona and the Grand Canyon. We didn't have enough time to do everything we had planned on. To add insult to injury, we were now stuck in rush hour traffic trying to leave the city.
- I personally witnessed at least 4 or 5 different groups of people who came in to pick up a car for their reservation who subsequently left after yelling how ridiculous it was. I don't blame them.
- Also, as we are sitting there, I look over to see that there is a beer can sitting on the desk of an employee, in full view of every disgruntled customer. Alcohol at work, awesome. Alcohol at a car rental establishment, where the employees presumably operate the cars at times. I'm sure Enterprise is just super proud of all these people. I attached the photo.
- Completely unprofessional establishment and I will never, not in a million years, rent from Enterprise again. I will never trust them again during a vacation.
In full disclosure, they paid for the car for the day and in all honestly, it made absolutely no difference. None. I believe my husband spoke with the regional manager and there was nothing that could be done. "You can't make a car appear out of thin air."
Their reason for all of this- The employees of Enterprise stated: "Our boss overbooked us. We're sorry."
DO NOT BOOK WITH THIS COMPANY IF YOU VALUE YOUR TIME!!!!!!!!!!!!!
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