Enterprise Rent-A-Car — Attraction in Winchester

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I was having my Car serviced at a place I’ve never. Taken it to.. so I wasn’t sure exactly how long it might take .. So I checked Enterprise.com .. and chose the airport at LAS ... as my pick up and drop off spot ... Reserved a Nissan Maxima aka Premium Car.. and started to make arrangements for dropping off my Jaguar.... I was initially turned on to Enterprise because in the city I just moved from.. they provided new Jaguar and Land Rover service loaners to customers who were having work done...

The Loaner cars were actually Enterprise Rentals that the Dealer was billed for but the customers rented ...

I was always impressed with the cars and the service provided ...

When I had to make a spur of the moment trip to Las Vegas a few years back with a one way ticket

I selected Enterprise at the rental counter there was some debate about wether they would rent to me with a one way ticket and my chip embedded fifth third bank debit card ... I’m pretty sure they looked up my past numerous Jaguar ‘Rentals’ from Enterprise in Kentucky and the station managers discretion prevailed... so fast forward 4 years and I now live in Las Vegas and have a valid Nevada driver license.. and have rented from the airport location with no problems... except that time the exit gate knocked the chin spoiler off of a BMW 3 series as I was pulling out of the rental area... I had CDW so no harm no foul but that gate should’ve backed up like every other motorized unattended device in the world ... but I digress.. the Employees.. the vehicle selection.. and for me .. a last minute price shopper.. the Pricing are what have always made me choose Enterprise whenever I have a chance...

This last rental after reading the fine print.. had me concerned that I might be turned away because I didn’t have enough available credit on any of my credit cards .(hey don’t judge there IS a pandemic). but more than enough on my Bank issued microchipped platinum MasterCard.. the fine print from their website basically stated that if you rent from the airport you must have a Credit Card if you don’t have a round trip ticket.. .. so Even though it seems to be the station managers discretion.. I’ve never been turned away for not having a return flight and a bank issued debit card.. the last manager seemed to imply that that rule didn’t apply since I was a Card carying resident of the City with my Nevada Drivers license negating the need for a flight out...

I called the local station and was put with a woman in a call center somewhere else .. and she quickly cancelled my reservation at the airport ... informed me that I could rent at another location .. but not the same class of car .. and the Rate would be 48$ more before adding the CDW... for a car two classes below..

I wasn’t sure exactly how I felt about that .. but I also felt pressured and rushed because it was near the 530pm close time ... I was given a vehicle that the lady in line ahead of me was just turning in .. it was slightly vacuumed but not washed.. but it appeared ‘clean’ but the interior was far from ‘sanitized’

So when I factor in the additional 70$ or so To drive a ‘lesser’ vehicle because the same company wouldn’t rent to me because I don’t have a plane ticket out of the city I live in so they make me pay more and get less? How is that even reasonable or justified? I could’ve delayed my rental and paid my credit card down with my debit card and then theoretically..had no problem ? So the feeling I paid more and got way less nagged at me..

But other than that my experience wasbznice ...but I’m pretty sure that as a resident of the city that the plane ticket rule will keep me from renting more... especially when you consider that they are open 24 /7 have more variety of vehicles choices and the price is usually...

2 days after receiving our car rental the battery indicator warning comes on and the computer sends a message saying that the car is in Battery Power Saving mode. While driving we contacted an Enterprise agent and let them know of our situation. Unfortunately no one could help us because all of the locations closest to us which are in Cedar City, Utah are more than an hour away and the offices were closed. So we would have to call in the morning.

I called the Cedar City location and spoke to the manager. He had no cars available until next week is what he said. He placed me on a waiting list.

Next I called the original location for our rental in Las Vegas. I spoke with an elderly woman and explained the entire situation to her. She didn't seem to care at all. There were no cars available so we had no choice but to use the Dodge. Well surprise surprise, the Dodge broke down. The battery light indicator was on when we started the car this morning. We were driving for about 20 mintues and the car's engine began to make a weird noise. One by one indicator and warning lights started coming on on the dashboard menu. Check engine light, abs, power steering, anti-skid, all of the warning lights were one. The engine began to sputter. The car wouldn't shift out of 2nd gear. We immediately called road side assistance. They arranged to get the car towed. While we were waiting for the tow truck, my wife was on the phone with an agent who was trying to call other Enterprise locations to try to get us another car. None of these locations ever answered the phone. My wife was placed on hold several times. Not one location that the agent called ever answered the phone. Road Side Assistance was disconnected from the call and no one, not one single agent called or text us back even though they said they would. So my wife calls again. The next agent she spoke with said that there was a car available at a location in St. George. She told my wife that the car would be delivered to us in 4-6 hours. This was at 1pm today, March 31st 2021.

We thankfully got a ride back to our AirBnB with the tow truck driver. 6 hours goes by. My wife calls AGAIN. The agent she speaks to says that the order for our car had been canceled and that that was "not a service we provide."

Both of us at this point are more than just visibly upset. We are now losing 2 days of our vacation due to the incompetence and the sheer lack of empathy, communication, customer service, concern, and help.

We were told to call back the Cedar City location in the morning which is tomorrow, which has no cars available at this point, and to tell them that it is now their responsibility to get us a car even though all of today Enterprise agents have told us it is our responsibility to get a car by calling all these branches WITH NO CARS.

Enterprise has shown me their employees shirk their responsibilities and place their customers in danger. Your hold message speaks about caring about our customers safety especially during this time of a pandemic and making it your number one priority. Safety first, yeah right. Well you've failed. MONUMENTALLY.

By the way...still stranded with no car. Hopefully I will get a car before I have to check out of our AirBnB. If I don't I'll have no vehicle and no shelter. Oh and we have to find a way to Las Vegas because our flight home is our of Mccarran International Airport. Hope we don't miss...

Courtnie at this location was exceptionally friendly and welcoming when I first arrived from the collision center to pick up my car. She quickly put me into a ford fusion and had me on my way. The only problem with the speed in which we operated is that, to the best of my knowledge, we missed a small dent on the rear drivers side fender (the car is black and in certain light it's not noticeable).

When I arrived back to drop my car off, a young and extremely aggressive young man, Anthony, proceeded to do a much more thorough check on the car than was required when the first transaction took place. He pointed out the dent to me, and I informed him of my sincere belief that the damage was pre-existing. He then asked me if I was acknowledging the damage. I said yes. He asked if I would acknowledge that the contract did not reflect the damage on the tiny diagram on the form. I said yes. He then proceeded to draft up a document that blatantly lied about our entire conversation, stating that I had acknowledged not only the damage, but that the damage never existed prior to my rental. He then quickly asked me to sign the document and was shocked when I confronted him about this lie. He angrily asked me once again if I had signed the contract, and if I was aware of what the contract said. I assured him I was, but that he had lied on the report he had asked me to sign. After some arguing back and forth he finally deleted the report and filed a correct one that reflected our true conversation.

I am exceptionally concerned about how many customers Enterprise has defrauded with these types of tactics. Had I not read the report thoroughly they could have used it against me as an admission that the damage wasn't pre-existing. Why are the final reviews of the cars so much more thorough than the initial ones? Why would their representative demand that I sign a document that materially mis-states information that is so central to the report? How many people have they forced into paying for things that otherwise shouldn't have?

In short, if you're going to rent a car I would stay away from this location and do a very, VERY thorough report of your own when you first rent. I have used other Enterprise locations before and been very happy, so I'm wondering if maybe it is just Anthony engaging in these fraudulent practices. One can hope it this is an isolated practice and not a corporate policy that impacts millions...