If I could leave zero stars, I would. I placed a reservation in April for a rental that I would need for a long weekend trip we were taking. Two days prior to my pick up day I received a voicemail confirming my reservation. I called back, confirmed, and even set up a time that an employee would pick me up from my house that day. I heard absolutely nothing until 4:01 p.m, one minute after my scheduled pick up time, when I was left a voicemail stating they were waiting for another car to come back and would be on there way as soon as it arrived. I called back a few minutes later just so they knew I received a voicemail. The woman I spoke to just said they were waiting on a car to come back and someone would give me a call when it came in. I didn't think I needed to worry and never thought in a million years what came next would ever happen. The location closes at 5 pm, so at 4:40 I started to get really worried. I called back to see what was going on. I was then told that they didn't have any cars to give me because none had come back yet and In fact, they hadn't had any cars all day, oh and there was absolutely nothing they could do. I was supposed to be leaving that night and had a hotel reservation that I already paid for that I wouldn't be able to get refunded for the first leg of our trip, and Not to mention the $3,000 spent on concert tickets for the weekend. If they couldn't fulfill my reservation and knew they had no cars all day, a phone call much earlier than the time they were supposed to pick me up would have been nice. I was then told they could get me in a rental the very next morning, but if they had no cars at the close of business the day before, how were they going to magically have cars first thing in the morning when they opened. Plus, with how unprofessional their actions were and how nonchalant they handled the whole thing, I would never want to rent a car from there again. Communication is key. Especially when you have customers who have spent money on trips, etc. and then you tell them you haven't held up to your end of the reservation I made months ago and I'm just crap out of luck. I have rented all of my cars through this location or St. Clairsville. I would rather rent a car from the airport and pay the extra fees then to even remotely consider renting a car from them again. So, long story short, if you all are just renting a car for the fun of it, then by all means rent from them, but if you have something important and a trip you have spent thousands on, think again because you will get "there is nothing we can do."
Edit: After viewing the below response from Enterprise, I would like to add the following: When the statement is made that "events outside of their control can lead to a situation where there are no cars immediately available," it makes it sound like I did not have a reservation for MONTHS prior, didn't confirm two days prior to pick up, and that the associates at that location had no idea that they didn't have a car available UNTIL my pick up time. Let me remind you that I was told by an associate 40 minutes past my pick up time and 20 minutes until they closed that they didn't have any cars all day. So, they chose to not call and inform me of this "inconvenience " until 40 min after the time I was supposed to be picked up and after I had to call them! This is unacceptable. This is horrible customer service. Have the common decency to at least call me in the morning and say that you might have a problem fulfilling your end of the rental agreement. I just want to make people fully aware that this may be a problem they may run into if they decide to rent a car from Enterprise and hopefully save some people the headache and frustration. Also, if anyone is in need of a car rental, Budget at the Pittsburgh Airport took awesome care of me and the rate was astronomically cheaper! read more
