Other Car Rental Programs (ie. Alamo, Enterprise) - Please - do NOT rent from Enterprise - my experience

I am trying to get this story out to as many people as possible. Please do NOT rent from Enterprise; if you have reservations CANCEL them. This is how Enterprise treats their customers based upon my experiences in the last six months, but especially this last 2 weeks:

I rented a car at PIT where I have been renting a car off and on since August, 2010 due to a relocation and having no car. The staff at this office are nasty, rude, and will not go out of their way for any customer. But in all fairness, Enterprise has great rates. Paying for the rental out of my own pocket (by this point I realize I probably could have purchased a car!), I am price conscious so that is my choice and I get it.

I said that I would rent the car for 2 weeks. Unfortunately, I have been ill and got ill during this time. I had asked a friend to call in to modify the reservation since I was unable to drive AND since the airport is one hour away from where I live (they have a neighborhood office but said it would be $100 extra to drop it off there (which is 15 minutes away from where I live).

Turns out there was a miscommunication somewhere along the line and the reservation wasn't modified. This week I received a nasty voice mail from a person at PIT (she is always nasty). I tried calling back to speak with a manager. Was told by this person that the manager is outside and she is inside that I needed to call a different number. Called 6 times - fast busy - no answer. Called the 1.800# - filed a formal complaint. Was told it will be 3 - 5 BUSINESS days prior to a regional manager returning my call. Tried calling again yesterday afternoon - told again no manager. Received two nasty voicemails. Called their #1.800 again. Spoke with a rep. Transferred me to the Manager at PIT. He starts in on me without me being allowed to say anything. The rudeness, the accusations, etc. from the people at this company are just astounding.

Since they are unable to treat a customer with any customer SERVICE, I recommend that all of us stop renting from there until there is a change. I have booked for next week with Avis.

Today I went to the Enterprise in my neighborhood to resolve whatever issue there is. The guy there was polite and listened to my story. He said "I'll call PIT because we have different computer systems and I'm unable to modify your reservation or lengthen it in any way. But I'll call them directly and then you won't have to deal with them." Great I think. He comes back and tells me that the person at PIT told him that he needed to confiscate the keys and that he was not allowed to rent me a car either. Here I am - stuck without a car nor with a way to get home and no car now. He also told me that the Manager at PIT said that they have reported the car as stolen and I could be arrested.

Realize - I have rented from this company (and this station) for almost one year (since August 2010) for almost every week (did not rent a car from January 25 - March 25 (about) as I physically was unable to drive). Why do more and more companies believe that every customer is a potential criminal and since they know who I am, know I have rented, know that I contacted their corporate office to file a formal complaint (since no response received), and I explained my situation and that this was obviously a miscommunication somewhere. The fact that the approach of the PIT staff is one of outright rudeness, nastiness, and not taking care of the issue but instead threatening and then taking away a car just seems ludicrous. I have never received a response from their corporate office or any "real" manager but I am appalled by this experience and really would hope that some FTers would do something e.g., post on your FB page NOT to rent from Enterprise.

Recieved a call today from the Regional manager. Please - do not rent from this company. They really do not get the concept of customer service whatsoever.

It sounds like they may have put you on their Do Not Rent List. While you probably don't care to rent from Enterprise again, you also may not be able to rent from Alamo and National, their affiliated companies. This may or may not be a concern for you.

It sounds like they may have put you on their Do Not Rent List. While you probably don't care to rent from Enterprise again, you also may not be able to rent from Alamo and National, their affiliated companies. This may or may not be a concern for you.

You are correct - I won't rent from any of them again and really implore all of you to do the same. I picked up my car today for the week - from AVIS.

By OP's own story, there was a "miscommunication" with Enterprise. Thus, as far as Enterprise was concerned, the car was not timely returned and was eventually reported stolen and OP placed on DNR list.

I find Enterprise to be the reverse. Great rates, easy service -- but sticklers for their rules, which is how they keep the rates down.

By OP's own story, there was a "miscommunication" with Enterprise. Thus, as far as Enterprise was concerned, the car was not timely returned and was eventually reported stolen and OP placed on DNR list.

I find Enterprise to be the reverse. Great rates, easy service -- but sticklers for their rules, which is how they keep the rates down.

Sorry, but after being a customer and renting approximately 40 out of the last 52 weeks with them (and at the same station) and the fact that I was experiencing a major medical illness, I would think that there would be "grace" provided. Sometimes rules need to be put on pause and think about the individual. If they hadn't known me that would be one thing but after knowing me for all of this time and then the way I was treated - that is what bugs me most.

and expecting that they are capable of any emotion, sensitivity or flexibility, is tantamount to expecting Willy Nelson to shave his head, start singing love songs on the streets of Des Moines, all the while the sun rises in the west and sets in the east. One rental, or a thousand rentals, I swear those people only hire descendants of a certain opponent this country had in WW2. There you are presumed guilty...before, during and after the rental. Yea, I luv those guys. I'd rather walk.

Sorry, but after being a customer and renting approximately 40 out of the last 52 weeks with them (and at the same station) and the fact that I was experiencing a major medical illness, I would think that there would be "grace" provided. Sometimes rules need to be put on pause and think about the individual. If they hadn't known me that would be one thing but after knowing me for all of this time and then the way I was treated - that is what bugs me most.

Speaking as the manager of a rental car office (not Enterprise, a local place) you have to understand it from their perspective. Customers frequently keep cars longer than they say they will and contacting them can be a royal pain. I'm currently dealing with the Durham County District Attorney on several cases of Unauthorized Use Of a Vehicle With a Value Over $4,000, a felony here. While I agree there is no excuse for being rude to you and treating you the way they did, I can see why they might have been worried you had absconded with the vehicle.

As for being a long time customer, unfortunately, in my experience the ones who burn us the worst are ALWAYS long time customers. As our credit manager says: "remember, everyone always pays until they don't."

What we chose to do is to install remote shutoff devices and GPS units in our vehicles which helps in such cases. We would have shut your vehicle down and you probably would have called us as soon as it didn't start, then we could have gone from there. As Enterprise doesn't have this, it's harder for them to handle such situations. Lastly, I hope you're feeling better.

Speaking as the manager of a rental car office (not Enterprise, a local place) you have to understand it from their perspective. Customers frequently keep cars longer than they say they will and contacting them can be a royal pain. I'm currently dealing with the Durham County District Attorney on several cases of Unauthorized Use Of a Vehicle With a Value Over $4,000, a felony here. While I agree there is no excuse for being rude to you and treating you the way they did, I can see why they might have been worried you had absconded with the vehicle.

What we chose to do is to install remote shutoff devices and GPS units in our vehicles which helps in such cases. We would have shut your vehicle down and you probably would have called us as soon as it didn't start, then we could have gone from there. As Enterprise doesn't have this, it's harder for them to handle such situations. Lastly, I hope you're feeling better.

Although I understand this and appreciate you giving more insight (even though I didn't write every detail) I also understand that a business needs to be run, but not every person who rents is a criminal; we are CUSTOMERS.

I think that what I am trying to get out as far as a message here is the rudeness and the dismissiveness, the way that I was treated etc. is just unacceptable and wrong on so many levels. As I had returned their calls to their corporate office and went into another office to resolve things I think that common courtesy AND common sense is just missing from this company in so many ways.

Did you let them know you were ill before the rental period came to an end?

What is a miscommunication? Your fault you didn't modify the reservation, and didn't double check the dates before picking up your car. It's not ok for them to be rude, but fine if they treat the car as stolen.

Although I understand this and appreciate you giving more insight (even though I didn't write every detail) I also understand that a business needs to be run, but not every person who rents is a criminal; we are CUSTOMERS.

Unfortunately, it's so easy in the rental industry for an operator to get burned. And when they do, the stakes are high: an expensive vehicle.

Speaking as the manager of a rental car office (not Enterprise, a local place) you have to understand it from their perspective. Customers frequently keep cars longer than they say they will and contacting them can be a royal pain. I'm currently dealing with the Durham County District Attorney on several cases of Unauthorized Use Of a Vehicle With a Value Over $4,000, a felony here. While I agree there is no excuse for being rude to you and treating you the way they did, I can see why they might have been worried you had absconded with the vehicle.

As for being a long time customer, unfortunately, in my experience the ones who burn us the worst are ALWAYS long time customers. As our credit manager says: "remember, everyone always pays until they don't."

What we chose to do is to install remote shutoff devices and GPS units in our vehicles which helps in such cases. We would have shut your vehicle down and you probably would have called us as soon as it didn't start, then we could have gone from there. As Enterprise doesn't have this, it's harder for them to handle such situations. Lastly, I hope you're feeling better.

I know I'm digging up an old thread, but came across randomly... having grown up in NC and spent much time in Durham County, I have to say, welcome to Durham. Fortunately, Durham is not indicative of the majority of NC or the US as a whole (check crime statistics and demographics)

I agree with you 100% Enterprise Alamo National are the worst car rental companies to deal with, today I have the same issue with them, and I am on there DNR list, Why?
believe it or not!!!! I rented from them 5 times in a row thats why, not only that they choose very rude nasty employees.

After working in various customer service jobs and hearing from countless people who had screwed up and wanted me to move heaven and earth to help them or were outiright lying about stuff and would go on about their 'major medical illness' I tell you my level of sympathy got pretty low. When it comes time to pay for their mistakes everyone has a sob story or some twisted logic to offer up.
Was this business unnecessarily rude? Only the op and the people they talked to knows for sure. Should the renter have been more responsible in handling their reservation? Undoubtedly. Only lesson I learned from this thread is make sure the details on your res are correct and if you are going to keep the car longer check with the company. Which I think I already knew.

If the choice is cheapest rates and risking this kind of treatment if I screw up my res like this, I'm fine with that.

What happened since? Did Enterprise ever write or call back with what happened? Which car company did you rent from then? Hertz? You probably bought a car since then!

I find Alamo to be an exceptional company to rent from. I always get heavily discounted rates that play in my favor. The best part is I always use promotional codes and contract ids the general public is eligible for. I rarely consider the use of codes I am not eligible for to avoid problems. And I still manage to lock in great deals. I push their rules to the max without stepping out of bounds.

I have never had an issue with customer service renting from this agency but let's face it. Customer service is an imperfect science. These are people like you and me. We all have bad days. Some of us even have bad attitudes. You won't find any company that consistently has friendly and informed customer service across the board. Some people just don't care about the experience they create for the customer. Some companies are head strong. Some people take way too much pride in their job. Who knows why you were disrespected outside of some critical rules you broke.

I am sorry to hear about your illness but you should have contacted the rental provider before the rental period was up. I have never been late on my rental return. I make it a priority to communicate and then verify if a change is necessary no matter what happens. The only exception might be if you're in jail or incapacitated. And if either is the case then proof should settle any related dispute.

Anyway good luck with your situation. I think you just had a case of misfortune. The staff should recognize who you are from the length of the rentals you describe but that doesn't mean they personally know you. I can't speak for the company but going forward I would use whatever rental agency you're comfortable with. Being added to the do not rent list kind of sucks but at the same time who cares. It's just an unofficial list the company maintains of people they choose not to do business with. Just write them a dominant letter and make it known they made your do not rent from list. Hopefully you weren't blacklisted from Alamo, National and Enterprise. But if you were who cares. You won't be patronizing them anymore anyway. It's a mutual loss but then again maybe no loss at all.

My experience - pros and cons. Rented from local office - minivan with corporate rate (CDW included). Trip to Palm springs. Got into accident - towed away. Called road side assistance & they noted down everything. Gave a reference # and was told that alternate car will be delivered within 90 mins. 4 hours wait and no car. Airport location not ready to release minivan. Finally after 5 hours recd a sedan. Told no minivan available but will be provided the next day. Called again the next day and same story - no cars available. Called the 3 day - was told car is available and will be delivered in 1 hr. 3 hours waiting - no car. Finally went to Airport counter and 15 min discussion, got the car. they had lots of minivans available.
Returned the car from the rented location the next day ...complained abt the delays and was told that will not be charged for 2 days. waiting for the final amt to be charged on my CC.