| rev:text
| - Booked online about a month in advance using a debit card. When I arrived to pick up my vehicle, they told me I had to give them a credit card- debit cards are not accepted for large vehicles. I tried to explain that's all I had and I had a week-long trip booked and paid for, all reliant on me having a large van for transit. Nope. They didn't care. It was my fault for not finding the fine print somewhere that said a Visa debit card wasn't good enough. I even got a confirmation that my booking was accepted. It didn't matter. The guy said he tried to call me that morning to let me know... even if he did, a few hours' notice is crap when I booked and was approved a month before.
I also spoke with Enterprise corporate customer service over this. They stood by the policy and didn't care. To be clear, I don't have a problem with their policy. I have a problem with not being transparent, allowing me to book, confirming my reservation, and allowing me to rely on their services when I should not have.
I called several other rental companies in the area. All of them would have rented to me, but by that point none of them had a large van. I even had a guy from Hertz call around for me and see if he could find one. That's customer service, something Enterprise should learn. Looks like they've got plenty of apathy, though, so I wouldn't count on them learning any new skills anytime soon. This agency totally derailed my trip. I will never book through them or Enterprise again.
Update:
I should add that, after seeing my review, the rep commented here on Yelp and I responded to them via email. Eventually, an area manager got in touch with me and we discussed the issue further. He said he had followed up with this location and offered to look after me for my next trip. While I appreciate the fact that he ultimately did try to make it right- or as right as things could be- it was so far after the fact that it almost doesn't matter. I don't travel- I get a rental car maybe once a year or two, so the offer to discount or give me a car later free is kind of moot because it has no value to me. I still feel like I was let down by this location and by the general Enterprise customer service line, yet, the supervisor did the best he could after the fact as well. I guess... what more can one hope for? Maybe others won't have the same experience I did because a supervisor got involved, but that didn't really change my experience... it maybe lessened the blow some though. In any case, I changed my one-star review to two. Not a big improvement, but I do give them some credit for following up with me after, even though they couldn't do anything for me.
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