I was taking a cross-country trip to visit family and needed a rental car. I called Enterprise to reserve a car several weeks in advance. Caleb made my reservation for me and I thought everything was fine. I went ahead and made my trip plans. I had plans to visit several people on my way to my final destination (NJ) and was on a time schedule. When I went to pick up my car, Todd informed me of a policy that Todd had failed to mention: you can't take Enterprise cars across the country. I was so angry but all anyone (Todd and the Customer Service rep) could say to me was "sorry". It took me several hours to find another rental car at a price I was able to pay.
I lost an entire day of travel time and missed an important meeting. My time schedule was ruined. I was also really put out by the fact that both Todd and the Customer Service rep that I called acted like I should have known that Enterprise doesn't allow their cars across the country, as if I make it a habit to memorize the policies of various rental car companies.
Todd said that Enterprise "has never allowed their cars to travel that far" and the woman at Customer Service told me that "everyone knows" that Enterprise doesn't do that. And to make matters worse, I have tried to write to their online support staff to inform them of my situation, and I keep going around in circles.
I wrote to them, waited a few days, didn't hear anything, wrote to them again. Their response?"Tell me where you rented your car from and I'll forward your letter to the proper management staff." So I waited a few more days, didn't hear anything, wrote again. Their response: "Where did you rent your car from?" So I told them for the third time, waited, didn't hear anything, wrote to them again. Their response: "Where did you rent your car from?" I am so unbelievably frustrated... I guess Enterprise is hoping that I will just give up but this has turned into this major thing for me now. If someone had been able to do something for me right from the beginning, I would have been fine with it. But now it has become my mission to make sure as many people as possible hear about how disgusted I am with both Enterprise's initial service, and their Customer Service.
I didn't appreciate their "oh well, we messed up, that's your tough luck" attitude at the beginning, and I certainly don't appreciate being ignored now. I understand that Caleb made a mistake, but it led to a huge inconvenience for me—I have never been so inconvenienced by a company in my life—and I was not satisfied with Todd telling me "sorry".
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