ITT, I whine about Enterprise

[Wingless]

Just in case anyone needed a little input for who not to use for any future rental car needs. I just got back from Virginia and the car we rented was a thorn in my side for the entire trip. This is a copy of the email that I sent to customer support.

-

 

My party rented a vehicle from Claude at the Enterprise stand inside of RIC after our flight landed at roughly 2 P.M. on Saturday, August 7th, with the intent to drive it a few hours to Virginia Beach and drop it off there. We were told that this wouldn't be a problem, but there was a fee involved for this service, which we agreed to.

 

Upon arriving in Virginia Beach, we were having difficulty finding a suitable, open drop-off location, so we called the Enterprise desk at RIC for help. We were told that WE were responsible for negotiating a drop-off location before leaving, and that most locations were closed by noon on Saturdays. It was also stated that since we didn't have the foresight to negotiate a location, we had to return the car to RIC. After the representative was told that we had already been charged an additional fee to drop off the car where we wanted, we were told and that we could drop the car off at a location with a drop box, but we would be responsible for the car until Monday anyway. We were then told that there was nothing else that could be done to help us. We called the customer care line, where we were first transferred to someone's voicemail box after the representative couldn't help us, and upon calling back we were pretty much told that we were out of luck until Monday.

 

Over the weekend, we noticed that the tire had gone flat sometime since we had arrived. On Monday, we managed to get the tire properly inflated and we drove out to the Laskin bvld. location in Virginia Beach where we talked to someone who was at least very apologetic and he made a phone call to figure out what was going to be done about it. Much to my chagrin, the person that actually made the reservation was so tired of dealing with your people that she didn't want to argue over what you considered "compensation" for our troubles, which was to waive the 35 dollar drop-off charge and charge us for having the car for the entire weekend.

 

So here are the list of reasons why none of us, or the family that we were staying with, or anyone we happen to make casual conversation with, will be renting from you again:

• Your agent knowingly rented us a car that we could not return at the location where we said we needed to drop it off at the time we needed to do so. In fact, what we asked for was already impossible before we even landed at RIC, but since we don't work for you, we had no way of knowing this.
  
• The left hand doesn't know what the right is doing. Nobody could tell us if there was an open location where we could drop the car off or why we were in the situation we were in.
  
• Transferring customers to voicemail is pretty high on the list of things you never do. It infuriates them. I've managed contact center staff before and it was always exceptionally clear that nobody was to do this. This action in itself wouldn't have been enough to make me as irritated as I am, but considering the rest of the experience, it provided a multiplying effect to my displeasure.
  
• Your idea of compensation for our troubles, and most importantly, wasting time that could have been spent being with our families, was to charge us one dollar MORE than we would have been billed for had our renting experience not been a cacophony of voices telling us that there was nothing that could be done to help us. If I didn't know better, I would say that your policy on conflict resolution is to run your customers' will into the ground and then lowball them a number that they want to take just so they can go on with their lives.
  

[c00k1em0nst3r]

that sucks brah. but nicely done. enterprise needs some ice for that burn.

[CantBeFaded]

kill them all

[Clark]

You said "cacophony".

 

That should win your argument every time.

[Wingless]

I guess I whined loud enough. We'll see where this ends up going.

 

--

 

Mr. Wingless,

 

I’m extremely sorry for your troubles. There is no excuse for that combination of events happening to you. I have directly contacted the Vice President of our company that oversees that region of operations for our company, and their office will be in direct contact with you.

 

Please let me know if there are any other issues that I can address in the meantime. I would be more than happy to help.

 

Sincerely,

 

- Kevin from Enterprise Rent-A-Car

[ttaM]

Is he a Nigerian Prince?

[Wingless]

Is he a Nigerian Prince?

 

I kind of want a picture of one of Enterprise's VPs with a shoe on his head.

[John]

HOLY DIX YOUR LAST NAMES WINGLESS. SO KEWL.

[I Love Lamp]

Who rents cars? Mr. Fancypants.

[piscian]

I haaaaaaaaaaaaaaaaaaate renting cars. Drove my Chevy Cav 1600+ miles week before last, all over the east coast. Held up like a champ.

[Wingless]

Who rents cars? Mr. Fancypants.

 

Lol. Walking from Norfolk to Virginia Beach was kind of out of the question, and driving to Virginia was also out of the question for about a dozen reasons.