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| - I have always had much respect for Enterprise and held the brand with high regard. However, with my recent experience, I will not be a returning customer unless absolutely forced to do so. I consider myself to be very patient, but I can only be so patient when I have to wait 1.5 hours past my expected rental pick-up time. Here is my story, and I hope others are fortunate enough to not have to go through such distasteful customer service with Enterprise. Especially at this location.
My vehicle needed repairs and had to be dropped off at a collision center, so I would also need a rental for the week. The insurance company I worked through set me up with Enterprise (using this local branch) and I had already confirmed my rental pickup reservation with Enterprise a week before. I went through the reservation online and talked with a representative at this local branch to confirm. Everything was set up and good to go.
Fast forward to the morning I dropped my vehicle off for repairs. I had scheduled a rental pick-up for 7:45AM at the collision center. I waited for 15 minutes past the expected time and did not see a rental coming for me or did not receive any status updates (no calls, no emails, nothing). I gave Enterprise the benefit of the doubt that maybe they were just going to be a little bit late. That's okay, I can be patient. The local Enterprise branch was just a 0.5 mile away anyways, so they can get here relatively quick.
30 minutes past the expected time and still nothing. I was about to call Enterprise but the collision center specialist was kind enough to do that for me. The specialist then told me that Enterprise had some miscommunication and are coming immediately to provide me with a rental. That's good to hear, I will only have to wait a little longer. No big deal.
Another 15 minutes go by - I have been waiting for about an hour now. So I decide to call the local Enterprise branch. The representative picked up, I discussed that I had a pick-up reserved for 7:45AM and that it's now 8:45AM, she put me on hold to talk to her manager, then came back and stated that there is a small satellite office even closer just next to where I was. She told me to go there. So now instead of a planned rental pick-up at my location, I have to walk to their satellite office. Even though it's a 30 second walk, I'm not satisfied because the plan was a pick-up. Not me walk to you, especially since I have already been waiting for about an hour now. They are now essentially pushing me off to another Enterprise branch.
Just wanting to get this whole experience over with, I walk over to their satellite office and show them the paperwork. The customer service there was great. They were kind and very prompt. The person I worked with looked up my reservation and said that this reservation was completed at another office (the very same one that told me to go to this satellite office that I'm currently at). She will have to contact them and get them to bring the rental that I reserved over here. And so I wait some more. It wasn't until around 9:20AM I was able to get my rental and continue on my day.
What should've been a quick transaction turned into terrible miscommunication and forcing a customer to wait for about 1.5 hours just to get a rental pick-up. There is no professionalism at all. I did not receive any calls or updates throughout the process, I wasn't aware of a satellite office nearby that was suddenly brought to my attention after waiting for over an hour, I did not receive any apology for the terrible customer service I experience, and they essentially pushed me off to another Enterprise location.
The satellite office did a wonderful job and kindly apologized to me for a brief 15-20 minute wait at their location, but this wasn't even their fault. I will not be doing any business here in the future and will also be warning other potential customers as well. Thank you.
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