“RE: Nightmare experience in Arizona desert
I first want to state that throughout the years I have always had exemplary experiences with your company. The Saint George office has always been professional and great customer service.
Yesterday, our experience with your company was both frightening and drastically different.
8/30/23------------- We were returning from a 5-day trip to Lake Havasu. It was a lovely trip, and we were looking forward to returning to Saint George.
At around 11:35 driving through the Arizona desert, we experienced a flat tire. We had in our car
• A 4 foot cooler filled with groceries and ice, weighing around 80lbs
• 2 large suitcases
• 4 carryon bags
• 1 Laptop in bag
• 1 Electric car charging cable
• 1 Sunshade
• My wife (53) and myself (67)
I share this inventory to give you some sort of perspective of what we went through.
We called Enterprise and were told that our car did NOT have a spare tire and were transferred to Enterprise Emergency Road Service. Here the nightmare began.
The first operator was very difficult to understand. She said she could get a tow truck out to help us. I asked…….
1) Could they bring a spare so we could drive to the nearest Enterprise and get another car. I was told no, that is against company policy
2) I then asked if the tow truck could take our car and all our luggage to the nearest Enterprise office. I was told no, that in not on the drivers approved route.
3) I asked what our options were. She said he could drive us to the next exit where there was a Chevron, and she could then send us an Uber.
4) Or , we could ride with the tow truck driver and all our things 70 minutes to a airport outside of Vegas, because that was within his route.
This seemed really silly with the nearest Enterprise being 20 minutes in Bullhead City, and the airport being 60 miles away near Vegas.
She was basically saying those are the choices. She asked us to hand on after 43 minutes, and we were promptly disconnected. Next operator was not much better.
Understand. We were stuck out in the middle of nowhere and it was getting hotter and hotter!
Well, another hour went by in the blazing sun. It turns out the tow truck driver was given the wrong destination and went the opposite direction. He finally arrived.
This truck was not meant for passengers.
No one at any time asked if we needed any accommodation. The floorboard for the cab of this truck was taller than the top of my head.
I am disabled with my left leg not working properly.
Trying to climb up this side of this truck left me almost falling twice and I had to climb using my knees off the side fuel tanks.
You folks just assumed this would do.
So after multiple phone calls and the temperature climbing, we had the driver take us to the nearest exit and dump us in front of the Chevron.
All our things we had to unload with the car still loaded on the truck bed.
Meanwhile, we find out that when Enterprise sent us the link for Uber…….they don’t go out that far. Link for Lyft? They don’t go out that far.
I went into the Chevron Mart and the employee laughed and said no one comes out that way. Good luck getting a taxi!!!
Now we went to that location because we were told by Enterprise Emergency Road Service to do so!
But they had no way of helping us!
We were stranded with no car, all our luggage, and it was now 115 degrees.
Why would you rent a car without a spare, or ability to get us a car swap where we were?
Horrible customer service.
I called Jason at the Saint George Enterprise and told him the predicament we were in, and we were running out of phone charge on both our phones. He was the ONLY one that showed empathy and felt our panic.
He said he would call the Bullhead branch and try and get them to send us a car.
I called him back in 15 minutes and he said he kept getting disconnected. Just like us!!!
Our total calls?—19 including tow and Enterprise Emergency Road Service
Still no help
Finally a man pulled up in a large Dodge truck and said we looked abandoned and scared. We were soaked in sweat and completely angry and disappointed in you folks.
Over 3 hours had passed, and we were still stranded in the middle of the Arizona desert.
He said he just came from Bullhead City and was willing to give us a ride there.
His breath smelled heavy of alcohol, and his truck was filled to the ceiling with trash.
We didn’t have many options. You folks had failed us and we were abandoned.
This guy was either a good Samaritan, or we were being stupid, and would regret it.
You folks left us no choice.
I called Jason and gave him the License number of the truck.
We loaded all our things and bare-knuckled all the way to your office in Bullhead City.
Thank goodness we got there.
Now it was 121 degrees and time to unload and load all our things again.
When I went into the office, I received ZERO sympathy. I asked if they had been called for our switch to another SUV, and was told we have a Mini Van, take it or leave it.
When I told the lead lady our situation, she said so. She had been through the same thing in Texas, and she survived. Just really crappy attitude.
Our trip home ended up taking 4 hours longer.
I missed an appointment at 3:00p.m. and we were drenched in sweat and felt like Enterprise Emergency Road Service went off a script and really did very little to help us out of a desperate situation.
If you are going to give people cars without a spare, they should be told so.
If you are going to profess to have Road Service, then you should be prepared to help people left abandoned by one of your cars.
My wife and I were left out in the middle of the desert with all our trip luggage and none of you helping us. I don’t know what you can do to rectify this nightmare, but it was one of the worst experiences of our lives.
This was really the type of review that should wake up your policy makers and Customer Service management.
James Rillo”
“This review is in reference to the Eustis enterprise location. The associate referenced in this review needs to be retrained as far as her customer service skills are concerned because her attitude was terrible, and mind you the manager was right there and didn’t acknowledge. The situation entailed us being told they were vehicles available by the associate at the current location(352…). Upon arrival to the location, which I had a reservation for, I was told the vehicle I had reserved was not there. Obviously I had no vehicle to go to another location thus I asked for a courtesy ride to which I was met by the female associated responding at me with an attitude as though I’m a nuisance for asking. Typically I would not be bothered by slight attitudes as some people may have bad days, but in this scenario it was so aggressive and rude when I came to her with respect. My family has always recommended enterprise Eustis as it was the most convenient but due to this incident I would rather go to the Leesburg location before stopping here as they made a stressful situation worse.”
“Came in Thursday Did the Work papers came in Saturday to pick up my car at 10 was told it wouldn’t be ready till 12 they close at 12 waited while those people came in after me with no reservations were served !!! Derby Ks , Stay Away.”
“Would not recommend! We have been loyal enterprise consumers. We are moving, a couple weekends ago we rented a truck, we got to enterprise on time and they said they did not have any trucks after a bit of back and forth they all of a sudden had a truck. We reserved a truck for today and they called us mid day to inform us there were no trucks avaliable and suggested an alternative location, we called that location and verified they had a truck...less than ten minutes before we arrived at out scheduled time they called us to say they did not have any trucks, when asked why they confirmed earlier in the day that they did they suggested we use a competitor that charges by the mile since they were next door to enterprise, still no empathy,support or resolution from enterprise as they did not care that we relied on them as a reputable company. Still wondering why they give you options to choose from if they can't hold their end of the deal.”
“First of all it started with me reserving two days in a row and no cars were available. I remained calm. There was a problem w my license on the 3rd day so I got a new copy. My boss put in a Verizon code for me to get a discount since he is affiliated. And your customer service (that's a joke) rep blocked the code. He was rude on his phone "texting a customer " during our whole transaction. And he was judgemental and rude during entire transaction! So now I cannot get my corporate discount! And I couldn't give you guys $600 to get a car you lost all that money and I'm going to go with a different company now unless you fix this because I rent a car at least once a month for my company business! This was at the Fyler and Kings Highway location in St Louis Missouri the gentleman was very rude and had short rude answers to give me!”
“WORST CUSTOMER SERVICE EVER. Do not rent from them directly, no one that works here knows what they’re doing or what they’re talking about when it comes to their policies and/or procedures.
I will never rent from this place again.”
“Enterprise in Croatia. Took more money for deposit than I owed. Said it was a hold in case of any problems, and would be refunded when the car was returned and the correct outstanding amount would be charged. I returned the car to the office at the time arranged but no one was there. Overcharge amount still on my credit card, no one to sort it out. Don't go with Enterprise. Rip off.”
“I booked a truck for my daughter prom, several days ago, I called them at 7.35 am to confirm and the lady that picked up confirmed it , upon getting there by 9.30am, I was told that the truck was give to another customer the previous day even though I reserve and confirm it earlier. There was no apology from the lady, just shrug it off
Terrible customer service from the lady.”
“Called and they say they have a car for me. On my way to pick it up and they call me and say oops we have no cars available. So unbelievably unprofessional.”
“Firstly the salesman kept on adding on my original request which was fine I accepted seeing that I had a long trip ahead. The car had flawed tires and I assumed I was because the road was icy, the car ended up skidding and I nearly died. The next day I found that the tires were still acting strange despite perfect roads so I had to cut my trip short. On my way back one of the tires popped completely, a mechanic helping me change the tire notified me that the tires had bad cambers and I shouldn’t continue driving because the rest would burst. I waiting one and half hours for a truck to take the car, the sent the truck driver three wrong locations…finally after all this ordeal I arrive to the Enterprise office in LAX. I was speaking strictly but professionally one person taunted me the manager was horribly rude and said he would cancel my contract and called security because I wasn’t being “nice” after a 48 hour ordeal because they gave me a flawed car.”
“Customer service sucks. Their prices were all wrong. They over charged me and didn't care to even fix the problem. I won't ever rent a car from them again. Id rather walk”
“This was the worst experience I've ever had with any company. I even have a profile with them because I've used them before but never again.
I went to the Lake Street location in Minneapolis to rent a car which was crucial because I have a meeting an hour and half away and lots of money at stake. My car was totaled last night by a 23 year old girl who ran a red light. They said they need $300 deposit fine, he says did you bring your utility bills which I forgot but my daughter was home and about to send photos when the guy says, the bills must be paid in full,,,ARE YOU KIDDING ME. The Somali customer right before me wasn't asked a single thing and he is giving him car options. This company can rot, I hope they go straight out of business.”
“Really bad experience. Do yourself a huge favor and find another company to rent a vehicle from. Never have the vehicle you requested, satellite radio almost never works and they seem to have no problem charging for a new wheel , 4 months after the car was turned in?”
“So wish I could give a zero star rating! On 3/31 I made a reservation for 4/19 11am for a minivan at the Festus, MO. location. On 4/15 I received a call from Haley to confirm and tell me there would be a deposit made to my card at time of pickup. On 4/19 10am Haley called to say they didn't have a minivan for me and asked if I would consider an alternate vehicle. I said sure I preferred a minivan or a vehicle comparable in size/storage/seating. She explained she would have to call other locations & get back to me. I had to call her back for updates multiple times. I asked how can you call someone 1hr before they're supposed to pickup a vehicle reserved 3 weeks prior just to say we don't have your vehicle? Haley kept saying over and over "I understand" and "I'm not going to keep having this conversation with you." Haley said she called all locations in the entire St Louis area and couldn't locate a vehicle. Haley was rude, displayed very poor customer service skills and no concern whatsoever for the stress she placed on my travel plans. It sounded as if she was reading from a script to explain how they dropped the ball. Turns out Haley is the Branch Manager at the Festus. MO. location! I also contacted Enterprise Corporate Customer service twice and was told the situation would be escalated and I would receive a call back from a district manager. Those calls never came. I found a minivan through Avis in Arnold, MO. finally @ 3pm for $150 over my quote from Enterprise. Haley did call me back approximately 3:40 to say she found a van in Arnold. I told her I rented through Avis. She said "well I just wanted to let you know I found one". I will also let my employer(who is a corporate accountant for Enterprise) know how badly this experience was and how Enterprise completely dropped the ball! Ref. Confirmation Number 1561186826”
“Rented a car from Mount Prospect, IL, and everything was fine when I returned after 5 days. Two weeks later, I looked at my credit card, and Enterprise charged me $50 (my deposit wasn't returned) because they smelled smoke in the car. I explained to the manager that I DIDN'T smoke, but he wouldn' hear it. Wouldn't listen to me, or take away the charge. I will NEVER use them again, and I will be disputing it with the credit card company.”
“Enterprise in Flowood, MS (Jackson) has very rude, disrespectful, and unconcerned agents. I used Enterprise for years in Maryland, and never received such unfriendly, poor customer service. After our bus broke down, went in with students and service personnel from a company that was attempting to help us and make sure we could get bak home (over 200 miles away) to hear, no, your principal cannot complete the renal online or over the phone, and no you cannot do a one-way rental, because you might be attempting to steal the vehicle (very disrespectful comment). This statement, alone represented enough for a legal case, because I was charged a fee for dropping the vehicle off at a location closer to work and home (a lack of full disclosure because the agent didn't really want to serve us, and didn't take the time to address the question properly). One point of hire in today's job market needs to be teaching customer service and respect for consumers. After being in Jackson all day, the last thing we needed was poor customer service.”
“Enterprise on Airport Blvd in Mobile,Alabama will totally lie to you to get your business. They tell you to give them a 300 deposit then when you bring the car back full of gas and just like it was when you left you get your deposit right back as soon as the car is checked out. Total lie. I’ve spoken with three different coprerate people and they have all told me different things. One said by the end of the businesses day LIE. The other told me within 30 mins it would go into my account. Another LIE. Last person said 10 days. They are all liers. Please save yourself all the stress and go elsewhere. They are absolutely terrible.”
“Went to enterprise in Redlands Ca. Someone stole my cadalyc converter. Because I had an Arizona drivers license they said they needed flight info. I told them I drove. They said I couldent rent from them. The girl was very rude with ann anttitude. Avoid this place.”
