Customer Policies Worst EVER! Don't believe a WORD THE MANAGER says in the Brickenhead office. Last night of our vacation and our car had a mechanical failure. Nice man in a neighborhood told us the close by Enterprise could bring us a car in 15 min, so we called a half hour before closing time and he also said our car was not going anywhere but the mechanical shop. We needed a new rental traded out,
So w his help we called and spoke to Brikenhead manager named Nathan (my next letter is a major compliant to the Entreprise national office). He told us he had no car available - and he couldn't find another car or help us. We were simply stuck waiting for the AA service for over a 90 min expected wait time where the tow truck would then take us for a "rush hour" long ride to the Liverpool airport where we could easily get another car. No worries at all, he said. Not that I believe him NOW after my next part of the story .. but I accepted that. I asked him to please call and confirm that picking up a car would be easy and for sure available. He offered to call the tow service to speed up pick up time (who was AMAZING by the way, and got stuck fixing all of Enterprise's flawed breakdown customer procedures). Then Nathan offered he'd call and confirm our next car was set and promised to call us back and send me a email confirming that I wouldn't be charged for the tow and it was a issue for the manufacturer. Well, long story short - Nathan went home and 3 hours later we ended up at the Liverpool airport crammed in a tow truck, rained on and tired. Our last day in this beautiful was a bust.
Lucky me- There was NO Car available, and the fellow at the desk hadn't gotten a simple 2 minute phone call from Nathan. He just said that and went home I guess, Why bother make sure we were going to a available car.
Interestingly, the tow truck driver had predicted that we would end up easily without a car at that it happens often in this scenario. . As he predicted, we were told we should have or tow truck now take us to the Manchester airport and try there. Let's hope they have one there or maybe we can try heathrow. I am being sarcastic,of course, but seemed like going from airport to airport was thier idea of helping resolve a mechanical problem and the standard for customer care.
Really. Does this make any sense to anyone? I also could t just cancel the car and take a train in the procedures he could offer,
I was pretty upset by then, and had the agent call his manager, and since my daughter was taping a message for her sister as I spoke to Nathan- I have his promises picked up on her audio from the speaker phone. The manager hearing this then did the right thing, was embarrased and felt and gave us a car that was promised to someone else for the next day. He would find another car and try to help us. We got back to our hotel tired, wet, hungry since all restaurants close at 9 ...not real happy and pretty sad or trip ended like this.
I have never been motivated to do this until now.- I am going to share on any social media channel and complaint sites I can find, call Enterprise and demand that policies are changed and ask that Nathan is accountable for his actions, tear up my Enterprise plus membership and NOT use Enterprise again until they feel customer satisfaction is worth them picking up a phone, separating the customer from the towing process, finding a replacement car and minimizing the process for those unfortunate customers that break down. Instead of sticking the poor AA towing service w cranky customers on wild goose chases til a available car is found by driving from place to place. Nathan, your a lousy manager to do that to us and not bother to take 5 minutes that would have saved us hours. Enterprise you need new policies and better managers that keep their word.
Donnetta C read more
