Allow me to preempt this review with some information on my rental history with this company. I have spent thousands of dollars with Enterprise of Farmington on rentals from business to vacationing. Typically the workers are friendly and knowledgeable, but the last two times I have rented from them, there are palpable issues within the location with both the workers and the rental vehicles.
In March I rented for a business trip. Despite placing the reservation a couple of weeks in advance, there was no vehicle ready for my expected noon departure. Finally at 2 pm, I called them again and asked if there was a vehicle ready. Their answer was yes, although, I had not received the promised call when one came available.
Upon arriving and going through the usual procedures, I was taken to the vehicle for a brief inspection and my signature. The rep, although I had already taken care of insurance on the car through my private full coverage, I got a high-pressure sales pitch on using their insurance coverage. Three times it was offered with an "Are you sure?" and a final melodic, "Okayeeee."
At this point I was already two hours behind schedule to leave and arrive to my destination by the time I needed to. It meant phone calls, reschedules and apologies to my clients who were waiting on me to arrive for a dinner meeting. I took the car home to pack and since I always cover the seats with a towel on the seat and a t-shirt on the back, I discovered a burn hole in the vehicle. No one at the Farmington facility answered the phone. I was transferred straight to their corporate line and explained the situation. The operator/rep. stated, the burn hole has already been noted on this vehicle. She then asked if there was anything else - so I performed a second inspection to find trash under the seat, trash in the glove box, and trash in the console.
While on the trip I received a call from a woman that is at the Farmington location. I explained that the vehicle was not only unavailable when it was needed, but that it was dirty. She made an apology, stating that their detailer only worked a couple of days a week. Fine, not a problem, but the issues with the cleanliness were pointed out in that March rental check-up call.
Fast forward a month to another rental. There was one vehicle available in the class I rented, on the lot. There was no choice, there was no up-sell, and the gentleman that performed the rental paperwork, was very kind and knowledgeable. There was one issue, the vehicle, again, was filthy. Pollen on the roof, bugs splattered on the front bumper and windshield - the gentleman apologized for the shape of the vehicle. No worries, I said; it's all you got, and I need to get moving. Pollen is understood - you can't get rid of it while the vehicle sits on the lot - the rest though, inexcusable.
Fairly same scenario occurred next: I went home, went to cover the seats and the backseat was covered in a large amount of animal hair - and it smelled like an animal had spent quite a good amount of time in the car. Pebbles and straw wrappers were under the floor mats in the back seat, and in the glove box was napkins. I knew there was not another vehicle on the lot and did a quick vacuum of the car on my way out of town.
While driving the next day (it was a 19 hour trip), I receive a call from the same woman who called on the previous trip in March. She was checking on my rental and happiness with the experience. When I said that the vehicle was dirty, the statement made was "You should have brought it back." Two issues with this - number 1, there was only one vehicle in my reservation class available when I rented and I was not about to be up-sold to a higher more expensive class, number 2, I shouldn't have to complain about the cleanliness of the vehicle - it should have been clean.
During this conversation I made the statement, "I know you said the last time that your detailer only works a couple of days a week." I was, essentially, called a liar when her reply was, "No. I didn't say that." Again, she reiterated that I could bring the vehicle back - not good customer service. Excuses the first time, accusations the second. Not good customer service.
When I returned the vehicle, I explained to the woman in person that I did not appreciate the tone of the conversation where she asked me how it was going, and then essentially had an issue with the answer I gave. Luckily, the same person that created the rental was available to de-escalate the issue as I was obviously getting nowhere with that woman who took an immediate attitude with me on the phone, and again in person.
My rentals over the course of 2016 totaled nearly four months. I will now seek a new company to do business with as there is no way I will deal with this type of customer service from this company again. read more
