Booked a car online 8/20, 2pm, then called the Brunswick office to request a pickup. Pleasant guy answered and informed me that "unfortunately, that car isn't here right now, it's coming in tonight though. Would it be possible to pick you up first thing tomorrow morning, 8:30am?" I said okay, then moved my next morning's appointments up to begin at 10am.
8/21, 9am: No Enterprise ride yet, I'm getting a bit concerned so I call Brunswick. Laura answers, and tells me that" no one wrote down anything about us doing a pickup this morning, we don't even have anyone available for that here today", then can't even find my reservation. She finds it and informs me that "we don't have any cars available anyway, because people didn't bring them back". I said :So what am I supposed to do now? I moved appointments after being assured there'd be a ride to a car, and basically he lied to me??
"Well he didn't really lie to you, he was just going with the information he had at the time. We're borrowing cars from other places now, but the only thing I can offer you is a cargo van." Since I'm just past knee surgery, I told her that wasn't an option, plus the gas would be outrageous, so of course, no way.
Look, I get that there's always a possibility that the reservations will overlap, I've been renting cars for business and vacation travel forever. The bigger issue here is the complete lack of both internal communication there and with me(say, the guy not informing her that he'd promised to pick me up that morning, and at least giving me a heads up that they weren't going to have a car early in the day so that I could rearrange appointments.. although that part would have required them to have recognized my reservation out in front of the
"9 am's" they'd already ordered cars for...). She also just appeared not to care about any of it, giving the impression that this is business as usual for them. What makes this even more difficult is that when you don't know the area(I just moved here recently)Enterprise is the only option between here and Portland via online search.
Fortunately for me, I searched further and found that Lee Toyota in Topsham does rentals, it's just not advertised as well as Enterprise. Guess what? Not only were they extremely customer friendly, but they got me right into a car for $19.95/day... oh yeah, Enterprise's daily price for an intermediate car? $92/day, obviously "summer tourist" highway robbery fees.
1star for Enterprise in Brunswick, because it wasn't possible to give them the zero stars they deserved. read more