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| - I have rented from this location twice now and the first time I would have rated it either 4 or 5 stars. This time I think we will not come back. We are local and rent when family is in town, 4 or 5 times per year. Historically we have used Budget car rental and have always had great service, free upgrades when they could do it and great customer service. I decided to try out Enterprise a few months ago because the pickup service would allow us more flexibility for scheduling. The first time we rented from here the experience was fantastic. The car was not super clean but it was not grossly dirty either so we were fine. The customer service that time was great and that was why we came back. We decided to use them a second time and this time was a different story. We were given a Suburban that someone had clearly moved something large in (prints on the ceiling, ect). On the way to the airport one of the air vent pieces fell out. I called immediately and told them it happened, the gentleman who answered the phone seemed to be unconcerned and I figured it would be noted in the computer. I was wrong. We left the pieces in a place where they would be obvious so the person who checked in the car would see them since we had reported it and I thought they would be expecting them. When I took the car back the young man who checked things accused me of breaking the car and then lying! He then repeated that I was not going to have to pay for it, as if that was the issue. He did not even have the courtesy to use Ms, but used my first name as if he was scolding me. I could not believe it. We paid $550 to be called a liar when we tried our hardest to be up front. We could easily have stuffed it back where it was and left it at that but we decided to report the damage so they could get it fixed. I called back, angry that I had been told I was lying and it was impossible that there was any other answer to it. I spoke to the same young man and he did apologize but basically called me a liar again and sounded unhappy he had to apologize. He offered to help with our next rental but it sounded like he just wanted me off the phone. He was not interested in solving the problem, he just wanted feel like he was right and I was wrong. The thing that I find distasteful is, if they had no intention of charging me, why say anything? Just to call me a liar? How is that good for business? The part probably costs them 10 dollars at most and I left the car with 20 dollars more gas than when I picked it up since they don't give you a car that is a full tank, you have to guess how much you might use.
The bottom line for me is this: If I don't check every button, vent, buckle, and piece of fabric before I leave I run the risk of being called a liar if someone previous rented the car and treated it badly then tried to hide it. I'm sure it's not a common occurrence but it just shows how it is handled by management since the person who accused me of lying was a manager. I don't need that kind of stress every time I rent a car. It's not like I am borrowing a car for free, I am paying to use it and honestly, if we had broken it I would have called and told them I was planning on paying for it so they would know to order the part. There are some great people working there and if you get them you will be pleased but it is pretty off putting to pay half a grand to be called a liar and treated like shit at the end.
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