In need of a vehicle quickly, and given my options were few, I decided to take a chance with Enterprise Car Sales after their Rent-A-Car place told me they sold cars. Having owned a few older used vehicles, I needed a newer, more reliable one. I looked around several places, but didn't find the right vehicle. Enterprise had some attractive incentives other dealers didn't offer, and their prices were competitive. Their staff was very friendly and sold me a nice Ford. Well, at least it was nice for about 4 days.
Leaving for work, I turn the ignition *click*. Lovely. The starter was dead. I called Car Sales and asked for a manager, but they were in a meeting and someone would get back within about a half hour. Forty-five minutes later, I call back and still no manager is available. Finally, an employee took down my information and told me to call a tow and have the vehicle taken to a place to fix it and that he was sure they'd cover it because it was still within 7 days of purchase. It was taken to a Ford dealership and I had to wait for them to diagnose the issue, which they said could take to the end of the day. Already a few hours late for work, I called back Sales and asked if they could cover the cost of a rental so I could get to work. There was a Rent-A-Car right next to the dealership I was at anyway, so they called back and said that was fine. I go to Rent-A-Car and the only vehicle available is a Chevy Camaro. Rental calls Car Sales and Sales now say they won't cover the cost of that vehicle because it's too expensive, but they're willing to put $30 towards the rental if I wanted to cover the rest, which would be an additional $100 out of my pocket. Why would I pay anything? I declined their generous offer and decided to go home feeling hopeless. It seemed I'd be losing a day of work. Unhappy, I called back Car Sales wanting to speak with someone, and got in touch with a sales person who was very kind and knew of the situation (by this point, I had talked to at least 3 different sales reps, but still no management), and she seemed genuinely upset that Rent-A-Car sent me home and didn't give me the Camaro, even if it was that expensive. She told me to give her a few minutes and that she'd take care of it. She eventually got a hold of a vehicle from Warren and had them drive to Rochester to drop off the vehicle to me so I could get on my way to work. Though the process took about 2 hours, it was better than losing a whole day of work. About an hour later, the shop calls and tells me my car is ready and that Car Sales would be picking it up. Confused, I called Car Sales and FINALLY got a hold of a manager who said they could swap my car with the rental at my work. Seeing as the car died in less than a week of owning it, I wanted them to redo their inspection to ensure the vehicle was good to drive. After trying to reassure me that it was a "fluke" occurrence, she agreed to put it through the inspection process again so my mind could be at ease.
Later the next day when it's ready, she calls me and asks if I could bring back their rental before 6p with the same level of gas that was in the vehicle when I got it. Rent-A-Car closes at 6 and there were no available drivers to do a swap. Since they only gave me a quarter tank of gas to begin with, I told her I didn't want to pay for the gas. She decided to "let it go" for the "inconvenience." That was nice. I leave work early to accommodate them. Upon arrival, I was not issued any apology from management, which at the very least would've been nice. I know it was something out of their control, but it would've been nice to just hear it. The day before, every employee who had helped me on the phone had apologized for the inconvenience and really made an effort to make things right, whereas it felt like management did everything to avoid direct contact. When coming in to pick up my car, management did everything to try and get me out the door as quickly as possible without so much as an apology. Yes, I'm sure this was a "fluke" thing. It turned into a very frustrating experience, though. The fact that your employees understood that and made more of an effort to make things right, and apologized for the frustrating experience--something I know is demanded of everyone who works in customer service--makes me wonder if the place is run by the right people. Despite dying in less than a week, 1 star for the vehicle because I do like it. I just hope I didn't buy a lemon. And one big star for the employees who actually felt sympathetic and did everything they could to help me out. Small things can add up to make a big difference. To be honest, the whole experience wasn't positive and I probably will never go there again, nor recommend the place to anyone. But I'm sure my experience was just a "fluke." read more
