Enterprise Rent-A-Car — Local services in Columbus

I originally rented a vehicle from the Portsmouth, Ohio location and during my travel with work I began experiencing stability issues while driving. I called roadside assistance and was instructed to drive to the airport for a vehicle swap. Upon arrival I was greeted by an agent who informed me that they could not swap out the vehicle that I was currently in and told me to exit the return garage. As I was leaving I called back to customer service and roadside assistance and they told me not to leave the airport as they who escalate my issue to upper management. They told me that I would have a call back within 45 mins with an answer and they would have a vehicle ready for me at that time. I called back an hour later since I had not heard back from anyone and I was told to give them 30 more minutes as they were still working on a solution. Long story short…I waited at the airport for 3 hours, lost half a day at work,and left the airport in a vehicle that I could not control on the highway. For the next 5 days I called customer service and roadside assistance until an agent said he was going to make a reservation for me to pick up a vehicle at the airport (again) but I was to tell them I was returning a vehicle for a swap and to not make changes with my current rental agreement. Again I arrive and told that management would not allow me to swap out vehicle and I asked if I could stay parked until I called customer service to explain what was going on. He said yes and ask if I wanted him to wait and I said no because I didn’t know who long it would take. After talking to customer service and after they sent an email to the branch manager, I start looking for the agent who had greeted me earlier. To my surprise (sarcasm), I cannot seem to find him. At this point I am irritated. I roll up the windows and secured the vehicle before walking through the return garage to locate someone to assist me. In the distance,I see a female agent who was dressed very nice and as I approached her I asked if she was a manager. She said no,but asked me if she could help me with anything. I share my situation and what I had gone through over the past 5 days trying to swap vehicles and she immediately said “yes, let’s get you in a different vehicle.” She was the only nice agent in the airport that I had take care of me. When I told her I still had a personal belongings in the vehicle she was also quick to offer me assistance carrying to the customer service counter and if you’re reading this…I hope that the charging cord I gave you helped you get through the rest of your shift that day and I thank you for your help. Now for the rest of the agents there that talked down to me and made me feel stupid when all I was doing was following what customer service agents were telling over the phone. I had agents giggle over the phone when I was telling them issues I was experiencing while vehicle stability and safety, had an agent give me attitude and ask me if I knew he was responding from Mexico (whatever that was supposed to mean), I had an agent list all the repair facilities that they had contracts with and told me to take it to one of them to fix my problem, I missed worked waiting around for responses and follow-ups, I got the runaround for 5 days and very little (to absolutely zero) help or assistance from most of the agents I was speaking to. I lost a told of 3 days of work because of this, which caused me to fall behind. I think what upsets me the most is how all of my problems were supposed to be escalated and sent to upper management and told that they would be reaching out to follow-up with my problem each time I called and that never happened. Upper management has never followed up with me throughout the 24 days that I had the rental. This has definitely taught me to find another rental company in the future instead of...

Absolutely horrible experience. Rented an SUV in the morning for pick up at 12:30. On my way in an Uber to the rental location, Kim from Enterprise calls and says they don't have an SUV but will a pick up truck work. I said no. I asked why I was able to make a reservation for a car that they would not have. She said she didn't know. I told her it was incredibly inconvenient as I was currently on my way there. She said "Well, I apologize. Bye Bye" and hung up on me. I called the 1-800 number. Got patched through to "Escalations". A gentleman answered and asked how he could assist me. In the middle of explaining my dilemma, the phone rings and he has patched me through to the survey to determine if I was satisfied or not. Called back. Talked to a woman. She said she would be unable to help me as their system is not updated in real time so she can't search to see if there are any available SUVs near me. Again, I explained that this is not helpful Customer Service. She apologized and said she would have the Regional Office call me. Three days later, still no call. She did say she would note how dissatisfied I am though. Went back home, made a new reservation at the airport for an SUV which I did not want to do because of the extra fees, but I had no choice. Then had to drive my car and park it there, incurring additional cost on top of the rental. Waited in line, proceeded to the next floor up to get the car. It was waiting for me. The gentleman said "here's your car, have a nice day" and walked away. NO walk around for dents/scratches, NO here is where everything is on the car, just good luck. I noticed there were crumbs in the drink holders but didn't worry about it as I was now 2 hours behind due to the first rental of the day not working out. Got to the location where I was heading. While moving things into the SUV, I needed to fold the back seats down. That's when I noticed the entire car was not cleaned out. There was an empty McDonald's cup, french fry holder and dirty napkins under the driver's seat. There was used napkins tucked in between the front passenger seat and console, there was food or other dirt all over the back of the rear seats and cargo area of the SUV. I'm attaching photos. I then drove back to the airport and turned the SUV in. I told the woman that it was not cleaned and she said "oh, you should have brought it back then" because apparently this is an every day occurrence. I said "I picked it up a few hours ago, and now I am back" she just stared at me. I said I just want my receipt and to go. Your customer service is horrible, it's been one thing after another with Enterprise today and it's sad because I rent through your agency a lot with my corporate membership. I travel a lot and have not had this kind of experience with Enterprise before. I will definitely let me corporation know and the timing is good as we are looking at all of our contracts over the next few months. I'm very disappointed in the overall treatment and customer service that I received from Enterprise, especially since I am an Enterprise Plus member. I would not recommend your company after this experience and the inability of 4 people to address all of the issues, simply taking the approach of "well, sorry"...

I wish I could give zero stars. My mom passed away Tuesday. I rushed to columbus from TX to get home and she passed on the way. I rented a car one way to Parkersburg, WV. In the craziness of the day I forgot my credit card was locked. They ran it once with the locked card. As it was happening I remembered and unlocked it. They ran it again and my credit card company blocked it because they required a refundable $400 deposit (for two hours to Parkersburg). The kiosk attendant replied with “I’m sorry it is our policy to only run it twice.” I offered my debit card or another card over the phone but he continued to tell me I had to return the car. So he proceeded to make about five cars behind me move so that I could return the vehicle and park. I started to cry and share with a different parking attendant that my mom passed away and I was trying to get home. She said she could override the block and run it a third time. Before she could do it, the kiosk guy ran the card a third time WITHOUT THE CARD! Which my credit card company also does not allow. He calls the lady I was talking to and told her not to run the card again. I don‘t ever use credit cards except for idiotic companies like this who won’t take debit cards because I don’t want my number stolen and used online. So that third time blocked my card permanently. I asked him if I could rent a car from another car rental place and he said no. It will be blocked by all the car rental places here (which was a lie.) I could have gone to Hertz, Thrifty or Budget or another not owned by Enterprise. I WILL NEVER RENT FROM ENTERPRISE AGAIN OR ANY OF THEIR OTHER CAR RENTAL PLACE (NATIONAL AND ALAMO) My dad, who just lost his wife, my mother, had to drive two hours to pick me up. Enterprise, WHERE IS YOUR MERCY, EMPATHY OR COMPASSION? Not one person from Enterprise reached out to me during the two hours I sat outside crying. I was scared, grieving, hyperventilating and all you could talk about was policy. I begged for understanding and an exception to policy. I have six credit cards but only carried one with me. Yes, it was my fault for not unlocking my card and my fault for not warning my card company I would be charging a rental card (which NOTHING told me there would be a $400 charge ahead of time.) the first I heard of that was at the kiosk. I also put my credit card info in ahead of time to “skip the counter” $88 was the charge told to me at that time. But when you lose a family member suddenly and without warning, you aren’t always thinking straight and need some empathy and understanding. ENTERPRISE SHOWED NONE OF THAT. This company cannot be trusted to take care of you. They are selfish and heartless.

Update: the bottom response os just rhetoric for this page to try to show they care. I did do what they asked me to do and I got an email stating they were going to “escalate the matter further” and then I never heard from them. Thanks for nothing. They don’t care about you. They only care about money and I sincerely hope there are financial...