I recently rented a vehichle from enterprise. I had found a great deal on the internet two weeks prior to a family reunion trip we had planned in upstate new york. Since we didnt want to put the milage on any of our cars we decided to go with a company i had used before (enterprise).
I had found what seemed to be an awsome deal on the internet, i went ahead and reserved a sport utility vehicle (it would hold five of us and our luggage) for 176.75. Here is the confirmation number..
Confirmation number: fs7c01.
All five of us went to our local enterpise office at 8:15, to pick up the vehicle and leave from there (to save time) me and my husband went in to fill out the paperwork with kevin who was working that morning. We were extremely dissapointed and very angry to find out that all they had on the lot that morning was one vehicle, an extended cab truck. A truck to fit five people and their luggage on an eight hour trip! One of those people being my 63 year old mother in law and her 58 year old sister! My stepson who is 5"11, me... Who is 5"10 and my husband who was the driver 5"9.
We were told that the sport utility that was to be ours was in dropped off in knoxville, tn. The night before. (too bad for us) and that there was a sport utility in kingsport if we wanted to drive down and pick it up or wait (kingsport is 35 minutes away) for someone to go get the vehicle. We were shocked!
We asked if there was any other vehicles we could rent, but there was only one car on the lot... The extended cab truck. I aksed kevin..."what if it rains, all of our clothes would be wet!" he said we could stop by wal-mart and pick up a tarp! This infuriated me more. (by the way, it did rain on the way back). He also said it rides better than most sport utilities, which i know is bull, i have road in the back of many suv's, not to mention that my mother in law and her sister had to ride back there with a 5"11 teenager!
I wanted to ask kevin if he would put his grandmother back there for eight hours! So we were left with no choice but to take a long uncomfortable ride. Kevin did say that we didnt have to fill the gas tank when we brought it back and when we started out we thought "well that makes up a little for the truck", but when we looked... There was no gas in it to start with so it didnt make up for nothing. He also knocked a wooping $16.00 off the total bill, (for the inconvienice).
Our clothes were soaked by the time we got back, even uder the suggested tarp). I always go with enterpise because you have great deals and your bristol office is just right down the road from my home, but this time was just horrible, not to mention embarresing to me because i was the one who rented the car and then had to stick my mother in law, her sister and my stepson in the back... Crammed!
I dont want to get kevin in trouble, thats not why i am writing. (i have been in customer service (bartending) for 11 yrs and i know about emails from patrons) i am emailing you and asking for compensation and compassion... I never email companies and complain, but this time it is extremely warrented.
If you have any questions for me about my rental experience. Please feel free to contact me by email or by phone. I would like for you to make this right. Thank you for taking the time to read. (this was the exact email i sent to the company 2 months ago. No phone call back and no replies back... Beware!!
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