My wife and I have just recently returned from vacation. On this vacation we rented a car from Enterprise Rent-A-Car for seven days. I have done business with Enterprise Rent-A-Car for several years. I have bought at least 2 cars from you and in both cases had a great experience.in years past, Ive traveled for business and again rented from Enterprise and had pleasant experiences with your company.
We were flying from Oklahoma City to Nashville, Tenn. At the airport we had arranged to rent a luxury car from Enterprise Rent-A-Car. A little more than a month ago I went to the internet, to your website to rent a Luxury Car... A Cadillac CTS or a Lincoln Town Car, preferably the Cadillac CTS. Again, we went to the web site, we put in the dates, where and when we wanted to pick up the Cadillac CTS, you quoted us a price, you assured us that we would rent either a Cadillac CTS or a Lincoln Town Car. But to be sure we called the Nashville Airport Enterprise Rent-A-Car desk and inquired to the availability of the Cadillac CTS or the Lincoln Town Car. We were told that the Cadillac and the Lincoln were in stock and available at the time of our arrival at 3:00 P.M. On September 13 for the price quoted on the internet since we had reserved and confirmed with a credit card.
We arrived on time, we went to the rental desk only to find that there was no Cadillac CTS, there was no Lincoln Town Car as promised, but there is a Buick. The Buick which we did not order, which is not a Luxury Car, BUT, your Company charged me for a luxury car that I did not receive. Plus there were charges on my bill that were not presented to me when I made my reservations on the internet, such as: Concession Recovery Fee of 9.25% = $34.40 and a Tn. Rental Surcharge of 3% = $12.20. As members of AARP, these hidden charges mean a lot to our family.
I followed your rules but you and your company did not. My wife and I are very upset, we had looked forward to driving the Cadillac CTS or the Lincoln Town Car to the North Carolina Coast to see our daughter and grandson.
My wife has chronic back pain and we thought we could rent a luxury car that would help her back pain and still allow us to drive through North Carolina and see all of the wonderful sights without too much back pain.
What are we to do with you, we travel at least once or twice a year and we need a reliable Car Rental Company. For instance, next May we are traveling to Washington DC to visit. We are going to fly to Pittsburgh, and drive through Gettysburg to Washington D.C.
Can you fix this? I believe that you can. I've read your bio, 'you've learned the business from the ground up.' And you know that you can not promise a product that you can not produce. You can not give me a quoted price and then later add taxes and surcharges. Finally, if I did not care about your company, I would have kept walking and you would have just lost a customer and never knew why. I am giving you the benefit of telling you why I will not be a customer again, if you can not convince me otherwise.
Thank you for your time,
Paul and Darla
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