I rented a 3/4 ton truck last month over Memorial Day weekend and left a very positive 5-star…read morereview. The staff was friendly and honored my employer 10% Perkspot discount, applicable to Enterprise rental cars. They also waived the mileage fees for the 20 or so miles I went over, without me even asking.
Fast-forward to yesterday, and I would never recommend renting a vehicle from here again. I reserved a 3/4 ton truck earlier this week for pickup yesterday at 4:30. I received a call from Enterprise 40 minutes prior to pickup that it was no longer available because it came back extensively damaged. I understand that happens, but the lack of notice provided? I stated we needed this for hauling our camper, to a campground we'd already booked, for a baseball tournament on the west side of the state. He said he'd call around to other locations (why wasn't this done already if it was known they had an existing reservation) but there should also be a return coming in the following day (today). We could flex with leaving the next morning, but lose out on a night we paid for with camping. There was a truck available, but with a strong smell of marijuana. Not ideal, but better than no truck at all, so I agreed to take it if they could transfer it. They promised it would be there, confirming to bring my driver's license and a credit card. I'd used my debit card last month with no issues. I was told that employee went against company policy, but it had to be an actual credit card. Ok, I have a virtual Capitol One card I rarely use, but will if needed, and then pay with my debit card upon return. It can either be keyed in or works with tap-pay via phone. He said they don't have tap-pay, and do have the ability to key it in, but would need manager approval. It was past closing at this point, but he'd talk to a manager in the morning on working something out for us because of this huge inconvenience, and it is still a valid credit card, accepted virtually almost everywhere. He mentioned that a business card could also be used. My husband happens to own a business, but I didn't know if he had a card. I did not get a follow-up call the next morning regarding the truck transfer or using my credit card virtually. So I called asking if the truck had been transferred, and instead of giving me an answer, I was asked if I obtained a physical credit card. I explained I never received clarification it was necessary, but as it turns out, my husband does have a company card. However, since this was a leisure trip, unrelated to business, it cannot be charged as a company expense. He said it wouldn't be, but we need to do a business rental instead, which required a COI from insurance. Ok, no problem, I don't know what that is but will figure it out and get it because we need the truck. I was emailed what was needed, and eventually figured out how to generate a COI on the policy portal. I called back immediately after I'd emailed it over, to make sure it was correct, and was told "there's no way we can rent to you without a physical, personal credit card." At this point we've now missed a night of camping, a baseball game, and still don't have a truck. I looked up the policy, they can take debit cards with additional documentation. At the end of this, he was very condescending and rude, implying this was my fault for not having a physical, personal credit card. Thankfully Perrysburg location was able to help us out in the end, but did mention they'd received calls from 7 other customers, who had reservations w/Romulus, that fell through. This leads me to believe there never was a truck for us, especially after being told "it's not my fault you don't have a physical, personal credit card." No, it's not, but it is your fault for conveying false information (IE: we can take a company card with a COI, we can key in your card with manager approval, I will follow up with you first thing in the morning) and not having professionalism and integrity with how you speak to clients.
