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2 years ago
4 years ago
Had one of the most upsetting things I've ever experienced from a business here; so upsetting it took me nearly 4 mos to post this review. Events took place Sept 2022. Had my car repaired at a nearby collision center. My insur company booked a car rental through this Enterprise car location. Car was booked well in advance. I set aside an hour and a half to drop off my car at collision center (it had been evaluated in advance), get picked up by Enterprise (which was less than 2 miles away), and complete the rental process. It should have been simple. It was anything but. I arrived at the collision center and witnessed them place a call to Enterprise to pick me up. Almost 30 mins later, after waiting rather patiently, no one arrived yet to pick me up. So I inquired again with someone at the Collision Center about Enterprise picking me up. They place a 2nd call. Another 20 mins later or so, someone from Enterprise arrives to pick me up. Now I am getting a bit nervous about the delay. I'm a physician and needed to make hospital rounds at a certain time. But I remain calm and patient as I wait in the Enterprise vehicle. The driver waits for a few other passengers that arrived after me. I finally reach the Enterprise about an hour after dropping my car at the collision center. A woman that arrived last at the car collision center enters the line first. She is having trouble finding her drivers license. I mention I am getting late to work, and she politely allows me to go in front of her. I ask if she is sure that is ok, she states, "yes, no problem." This is relevant as it is later used against me by the manager. By the time I get to the service desk, I'm now anxious about how late it has become. I let the person working at the service desk know that I had to wait nearly an hour to be picked up from the Collision Center. At no point in time do I ask to speak to a manager or ask for any other special treatment, but simply expected acknowledgment and perhaps a slight apology for the delay. None of that happened. A man who identified himself as a manager stepped up to the desk on his own and immediately said, "Maybe you're the problem." I'm in shock and ask, "did you really just say that to me?" He says, "Yes, I did. We send a car as soon as the collision center calls us." Now I'm a bit flabbergasted and, yes, a bit angry at the way this "manager" seemed to be going out of his way to be rude to me. I'm a 5 foot 2 inch female in her late 40s. This was a rather large man who was much younger. So I can assure you that he would not and should not have felt threatened in any way by me simply complaining (rather mildly, at that) about being delayed. Well, I argued with him that I saw when the collision center called Enterprise, and that the car to pick me up was not sent soon after that. I do not use inappropriate language nor yell, when I make the argument. And that was it. The manager then told the person at the service desk, "We are not giving her a car rental." And there I was left standing at the rental desk confused and upset. I told the manager, "I'm a doctor. I have patients in the hospital waiting to be seen." He did not care. No, actually what is worse, he seemed to be getting very malicious pleasure out of pulling my car rental out from under me. I spent the next hour or so crying on the curb outside of the car rental place due to how badly I was treated, calling the collision place, calling my husband, and speaking to a very kind fellow customer who witnessed the whole thing. She came out and spoke to me and offered me a ride. I was able to get a ride from the very kind manager at the collision shop, so I declined. Said witness also was able to pass on information about the actual events that transpired to the regional manager, who eventually got involved. I was able to rent a car from the Enterprise location on Louetta with the help of the regional manager. Not one person working at this location tried to help or uttered one decent word during this whole fiasco. My husband got involved and called the manager to inquire why I was being denied a car rental. He lied and told my husband that I was being "aggressive" and cut in line in front of another customer (the customer whom actually insisted I go in front of her). The manager also initially implied to me that the corporate office encouraged him to withhold a car for a customer at his whim (he said he would provide me with their number when I became upset about denial of rental). If you actually need a guarantee that you will be able to rent a car, please don't go here. The Louetta location is much better. If you are a physician or healthcare worker who is on a schedule, don't go here. If you were an essential worker that was drowning in Covid patients during the pandemic while everyone else was on lockdown in their homes, don't go here. The manager will treat you like garbage and lie about it. Most humiliating experience of my life. read more
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