Enterprise Rent-A-Car

Mc Co (02.11.2017 04:14)
Called to reserve SUV to transport my husband, who had just had an emergency double bypass in Longview, TX, to our home in AL. Was told that I would get one equal to a Ford Escord. When I went to pick-up I was given a Ford Escape. I explained our situation once more and asked for something bigger but was told that everything was spoken for. Mind you, when I entered the building I overheard a man telling another enterprise employee that he had reserved a van and now he was told they did not have one. (Just like what they did to me) - I had no choice but to take the escape. The next day I picked up my husband from the hospital and within five minutes we realized that he would never be able to make the trip in this cramped vehicle and we drove straight back to Enterprise. I explained once more why we needed a bigger vehicle. There where different ones on the lot than there had been the day before, including a van, but I was told again that they were all spoken for. Not even a full size car was to be had. I wondered why all those had been 'spoken for' if the man from the prior day and I did not get what we'd been promised? Then a lady, who seemed to be the manager said that we could get a F350 for 'the same price' and in my desperation I accepted it though it had not even been detailed from the last customer yet and it is a work truck. Too late I saw that I did not have any running boards and I would have to buy a step stool so my husband and his 81 year old mother would be able to get in and out of the vehicle. Needless to say that the days to follow where some of the worst I've ever been through... In short: they either did not listen or simply did not care. You be the judge😉

Ryan Nunley (27.10.2017 16:58)
Excellent service. The employee was very friendly and helpful. The process of picking the car up was quick and easy. The after hours drop off was convenient. The selection and quality of cars was good.

Christine b (22.10.2017 05:44)
So this location is neither bad nor great. It's just so so. Its a hit or miss.

I rented from them on 10/06/17-10/09/17. I had a 12pm reservation. They ask that you call at least an hour before your reservation for pick up ( that's what I was told the last time). So I did. I went home on a lunch break and waited from 1145. I called around 1230/1245 to see if there was something wrong because I literally live 6-8 minutes away, with traffic. A young woman answered and said that they did not have me on the schedule to be picked up but when her driver gets back she can have him pick me up. I asked how long does she think that may be since I have to get back to work. She said it should be long. I gave her the benefit of the doubt. Then 1:20pm comes. So I call back. I assume the same girl answers because she said her driver just came back from dropping a customer off in Mt Pleasant...Mt Pleasant is over an hour away from Longview and has their own Enterprise. Enterprise is only allowed to drop off within a certain distance from the office and not in another town that has their own enterprise. This is when I knew she was just bluffing for whatever reason. The driver came around 1:45 (super nice guy). So I asked him about My Pleasant. He said he never went to mount pleasant and in all the yeats he's been working there none of the drivers nor him, have ever dropped someone off that far. I didn't confront the workers once I arrived mainly because I was already late getting back to work and did not want to ruin a good Friday.
This is the second time this has happened. And each time the excuse gets more out there. Once you arrive, for the most part the workers are corgial (we all have our bad days). Once I returned my car, the guy who checked me in asked what would I rate my experience and I gave him this same response and rating. He asked if he offered me two free days who it change the rating possibly to a 5. I said, sure, I frequently rent from enterprise so if it'll make an improvement why not. Welp - have yet to see those 2 free days reflected on my account.

5ajgccw (14.10.2017 20:17)
On September 4, 2017 I reserved a car to pick up on September 12, 2017 at the Enterprise Location in Longview, TX at. 9:30AM. When I arrived, the lady at the front desk pulled up my reservation and stated that they did not have a car for me because there were no cars available. She was neither empathic nor apologetic and did not offer any other assistance other than to go to another car rental agency. I explained to her that I needed to be in Mississippi by 5 pm and had a flight scheduled for early on the 13th and I could not understand why I did not have a car reserved. She told me the that the best she could do was to have a car by 4pm and because of the hurricane all the cars were depleted. I asked to speak with the supervisor. He also told me that there were no cars available and that they tried to contact everyone yesterday to let them know. I was never contacted by email or phone. As I was speaking with him, another customer came in and was rented a car. When I questioned him about this, he said they came in yesterday and paid for it and had a reservation for 3 months and that they were from Kroger (a corporate account). He continued to explain that the reason I did not have a car was due to the fact that the transport truck had a flat tire because it ran over roof nails. He told me the cars would be delivered in a couple of hours. I had one Representative tell me it was due to the hurricane and now another telling me it was because of a truck delay. Again, he offered no other resolution but did half halfheartedly apologize. I again explained my time constraint and he suggested going elsewhere. I asked him to call other locations for me since I felt that it was the fault of Enterprise for not having a car for me. He said he would but that he needed me to look up the other numbers for him since he did not have a phone book. He called Hertz and was told there were no cars available and called Avis and they did not answer. I left feeling very dissatisfied with the lack of costumer service and the lack of empathy, I felt they could not care less about my situation. As I went back to my location I stopped by the Hertz Rental Company. I explained to the representative my situation with your company and he told me that if he had a dollar for every customer that came to him from enterprise, he would be a rich man. He also stated that he was surprised that Enterprise location was still in business. He was extremely nice and accommodating and was able to find a car for me within an hour. Because of the lack of competence and customer service from Enterprise, I am unable to make it to my destination on time. I have had to reschedule appointments, hotel rooms, doctor's appointments and flights and my trip has now been delayed a day. I will also let you know that it 2:00 pm and I still have yet to hear from Enterprise regarding a car rental.
I am a seasoned traveler and my husband has an elite status in the Emerald Club with National. I chose Enterprise based on their business relationship with National. I have never had a experience this bad and hope that your company can learn from this issue. I feel that the representatives at the Enterprise location in South Longview could benefit from a lesson in customer service. There was no sense of urgency and no willingness to solve the issue other than send me on my way in an unfamiliar town to find a rental car. I will again reiterate that when I pressed them to call other agencies, I was the one who had to google the information and supply them with phone numbers. This is truly unacceptable and it is an embarrassment to Enterprise. As of today...a month since I emailed my complaint to the corporate location, I have received neither an official apology nor resolution.

Suzy Ingram (23.08.2017 06:51)
Excellent service. Very friendly employees. Love the car we were given. Very clean and great gas mileage. Received a courtesy call midway through our trip to make sure everything was okay. I will definitely use these guys again.

Fügen Sie Ihren Kommentar hinzu