I will never use Enterprise again and suggest you do the same.
Booked a Dodge Caravan for a group of 6 (Monday through Sunday), I paid the additional $4.99/day for roadside assistance protection.
Thursday
On Thursday morning we arrived at that days destination our front tire was flat. Called the local office who gave me the Roadside assistance number. After an hour on the phone with them I was told they would send someone with a spare tire as well as an identical vehicle in case it had to be swapped out. Seven hours later I received a voicemail that they couldn't find our location (despite giving them the correct address as well as the name of the resort). I called back right after seeing the voicemail confirmed the location was correct. 2 hours later (8pm) a guy arrives to change the tire. No van to swap out as promised. After an hour, he wasn't able to change the tire. I call back roadside assistance and was told they couldn't send anyone after 10pm (it was 9:30). I asked if I could have a van brought to us first thing in the morning and was told "we don't take future reservations, call back in the morning".
Friday
After over an hour on the phone was given the same promises "we contacted the local counter to ensure they have another vehicle, we'll send someone to you in 3-5 hours". After 7 hours I called again and was told that the local counter was now closed. We're now stranded, the difference in price (where we are vs where we were supposed to be) costing us $71.50/person (times 6 people).
Saturday
After sitting on hold for 45 minutes they (for the third day in a row) couldn't find the address again, I hung up and contacted Corey the Bothell branch manager. He attempted to contact the North Bend (OR) location as their scheduled hours on Saturday are 10:30am-2:30pm (called Corey at 11:00am). He made several attempts to contact them, unfortunately they never even answered the phone. The only option was for him to send a tow truck, pick up the vehicle and have me ride along 45 minutes away to the Les Schwab, wait for the tire to be repaired, pay for it out of pocket and then drive the car back myself. Having it towed both ways (saving me the 2 hours round trip) wasn't an offered option. Tow truck arrived at 4:45pm and I made the trip with the driver. It ended up being just over 2 hours round trip and I missed our final group dinner that night. It's now too late to make the trip to where we were originally going to stay on the way home (one of our passengers family members house), costing us $124/person (times 6 people).
In the end, I'm not satisfied at all with the solution offered by Enterprise. This experience cost me over an hour each day on the phone during what is supposed to be a relaxing vacation, as well as 2 hours driving to/from a les schwab all because in 72 hours they couldn't fix a flat tire (despite paying additional for roadside assistance protection).
Their solution was as follows, with no other option offered- Take our groups additional costs incurred (difference of lodging for Fri/Sat vs what we would have paid for lodging had we moved on to our originally planned destinations) as well as the $45 paid out out of pocket to repair the tire, and then cut us a check for the difference of that and the actual van cost. Essentially we paid the exact same cost for a non working van.
$1,173- Difference in cost of lodging for 6 people for two nights stranded
$45- Cost of paying for tire repair
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$1,218- Total costs incurred as a group as the van stranded us for 3/days
-$694.44- Check wrote to us for the difference in costs incurred and van rental cost.
To put it simply, had our van been fixed/swapped out as promised when they said it would, our group costs for the week would have been-
$523.56 (the actual rental cost of the van)
After all the above issues our total group costs for the week are exactly the same-
$523.56 (the difference of the amount reimbursed by enterprise ($694.44), and the total costs incurred by our group for being stranded for 3 days ($1,218.00) read more
