The customer service is great when you are paying for a rental, but if you need a little help from them, the service isn't so great.After dropping off my rental during non-business hours, I mistakenly put my personal keys in the car instead of the rental keys. Unfortunately by that time I was not in the immediate vicinity. As soon as I had realized my mistake, I contacted an agent at the enterprise location and was told after explaining the situation that it should be no problem sending the keys back to me. He took all of my information along with a description of the keys and informed me that I would receive a call the next day. That call did NOT occur. I mailed back the keys right after the phone call so that they would be shipped to the company ASAP.I called again and was placed on hold. The THIRD time I called, I was then instructed by the automated phone recorder that I needed to go to a specific website. Why there isn't a link on the enterprise.com website that sends you directly to lost and found website is beyond me.I filled out a form AGAIN (first verbally/second written) with my contact information and a description and finally received a call abt. 24 hours later. They stated they had found my keys but that I would need to PAY to have them shipped to me. Customers have to pay TWICE. Once to ship your property to you and AGAIN to have their property shipped back to them. I understand that ultimately it was my mistake in switching the keys. However, Enterprise is focused on making a profit any way they can instead of helping out the customer and providing a service that would entice them to rent again with Enterprise. At the very least they could have an option where you can drop off the keys at a different enterprise location, send a prepaid envelope to the customer or have some sort of coupon/reimbursement system. I am going to have to think about renting from them again. In the end it is the little things that make or break a deal/company.
We booked in February for a 1 week rental in October and reserved a full size 4 door vehicle ford fusion or the like for a cost of 369.44. First when we arrived, the price did not match. What a surprise. It was explained to us that there is a deposit added onto the car and will be refunded later. Then when we went to the car floor to be assigned our car, it was explained that there were no cars and that we were being upgraded to an SUV. To us, this was a downgrade. We needed a smooth riding car with a trunk to hide all our gear in. So we were forced to take the SUV (Sante Fe). We stopped at Walmart to buy a black sheet to attempt to hide all our gear in the back. Before we left the rental place, the hard sell was put on us that if we had a wreck, we would be responsible for not only the full amount of the repairs, but also we would have to pay for every lost day that the vehicle was out of commission. So we agreed to the flat rate of 24.99 per day which amounted to 174.93. When we came home we found out our bill was not 544.37 as agreed upon, but another 58.16 dollars higher. Apparently this $174.93 insurance has a 34% tax/surcharge on it.....this was not disclosed to us when we agreed to the 174.93. Total rental for the 602.53. Shame on them for not disclosing the extra costs. I called to nicely complain about not only the extra fees, but the fact that we reserved a full size car and none were there. They promised a call back, but so far no call back. As far as the Sante Fe, it got us where we needed to go. The ride was a bit rougher in the mountains. Disappointed in Enterprise. Next time we'll try Avis.
Over the years I have had no problems with Enterprise at any location. There has always been wonderful customer service and this time was no exception. Everyone I dealt with was very polite and went out of their way to meet my needs. When I arrived at the airport I knew that I did not want the car I had reserved as the weather did not call for a convertible. As I walked up and down the row of cars with Sam we settled on a Jeep. I asked the difference in price and Sam told me $12. He neglected I found out later to tell me it was $12 per day. While the car rode well and served my purpose I will note that it did not have any of the features that I use everyday. No bluetooth, no navigation, no satellite radio, no automatic seats. I know I could have asked for these features, but I wasn't told they didn't exist either as I wanted to get out of the airport and to my hotel.Upon returning the vehicle a few days later I was given a bill for almost $250 beyond my estimate. WhenI asked why I was told that I did not opt to pay upfront for gas, which I certainly did, and I was told that I added as extra insurance cost, which I certainly did not. I did manage to convince the check in person that some of those costs had to come off and they did. The insurance piece remained on however.I realize that I could have been more vigilant when I both picked up and returned my car, but in both cases I was rushed. This is the first time I have ever even considered writing anything but glowing reviews of Enterprise. I hope more transparency gets built into the system here.
So as usual, I had a wonderful experience renting a vehical from Enterprise in Arizona. I travel for business out there every 4 months and have always had a great experience. This last trip was a little frustrating because the vehical I had was horrible. For starters, the lever to adjust the stearing wheel was not operational so the stearing wheel was all the way forward, the transmission was having issues as the vehical would jump from 3rd to 1st when slowing down causing the car to jump, the electrical was bugging out for no reason as the turn signals and lights would just start flashing for no reason while I was driving, the change oil alert kept popping up everytime the car turned on, and I kept having to air up the front passenger tire every other day because it would go flat. Overall though, the car did what it was supposed to do, get me to where i was supposed to be. When I returned the vehicle, the gentleman that checked me in was very empathetic to my proplem and gave me a business card that allowed me to receive a free upgrade for my next trip out to Arizona. I am looking forward to having a larger car as my employer loves putting us in the intermediate vehicles for our 9 day trips to Arizona.
Overall as usual my experience with Enterprise was pleasant. Checking out the vehicle and checking in was easy and convenient. The price was a little steep compared to what I am used to, but this has to do with not reserving as early as I typically do. The reason for my lower than 5 star rating is for the quality of our rental car. I am sorely let down with how low quality the 2016 Jeep Compass is. Although the interior was clean and comfortable the vehicle itself was a not worth nearly $600 for one week. The steering is just awful, the power is completely gutless, the automatic to manual shifting option is very confusing if you have not used one before, and all around it just felt very cheap. Additionally, when you search the reviews for the Compass it has something like a 1.5 out of 5 for consumer rating. Plus the crash rating is awful as well. I will surely continue to use Enterprise. I think this was my 5th rental and up until this pathetic car things with you guys have been great.
Made a reservation to pick up a Dodge Challenger or similar vehicle at this location. After a 48 minute flight into Phoenix we waited over 20 minutes in line to get service. Finally, after getting the paperwork done we went down to pick up the vehicle. After about another 20-30 minutes a lady came to us and said she apologized for the wait that the sports cars take a little longer. We waited for another 10-15 minutes or so and she offered us a convertible for no charge, we agreed and she asked mustang or camaro and we said a camaro would be fine. We walk up to the car and she doesn't have a key, so we waited for her to leave and come back when we noticed the vehicle was extremely dirty with bugs all over the windshield, hood, front end etc... The only thing is had was gas in the tank. We had just spent over an hour with the shuttle, waiting in line and for the car that we just wanted to get out of there. It literally took longer to get the car then the flight itself.
Overall, Enterprise is one of my favorite places to rent a car. However this location was a disappointment. I rented an intermediate size car. When their friendly associate took me to select my car, I was surprised and disappointed. Most the cars were Nissan Versa or Hyundai Accent models. I told him that these were compact cars. He said they were a mixture of both (classes). I pointed to a Nissan Versa Note and said, "That's a compact car." He agreed. Then he pointed a Nissan Versa sedan and said that is an intermediate car," I said, "Really? How is that an intermediate and the Versa Note is a compact?" He said, "One has a trunk and the other is a hatchback." Wow! I wasn't going to argue. I asked if they lower my cost to take the Note and he said, "No," So I took the Versa sedan. It was a good car...but its a compact. Even Nissan.com list the Versa as a compact. I will think twice before renting from Enterprise @ Sky Harbor again. Too many other choices.
Enterprise missed on this one. I rent often from Enterprise but not at Phoenix before. Long lines at return - 12 customers waiting early Sunday evening and only one employee working the return lane. Five more in line at the "quick return" kiosk. Took about 20 minutes to return, more cars kept arriving, no one else came out to help. Second issue was damage on the car to be rented. Small dent on the bumper, Enterprise agent said it was less than quarter-sized so no problem, but I could not indicate anything on her iPad about this dent except to acknowledge "no damage." Issue wasn't settled until we got another car. Last issue, minor but bothersome, two key fobs AND one key were wired together, making it impossible to put the fob into my pocket. Why give out two key fobs to one customer, then wire them together so they cannot be separated? Never had problems in other Enterprise locations, maybe just a bad day here.
I recently rented an SUV from Alamo and it was heaven on wheels. Originally, I reserved a full size car but when I arrived at 1:00 am to pick up the car there were no full size cars available. However, without hesitation I was advised to pick a vehicle of my choice without any additional cost. My sister and I enjoyed shopping , it was like being kids in a candy store. Finally, we decided on an SUV which was at least two upgrades from our original choice. Ironically, the SUV was exactly what we needed for our 12 drive to San Francisco. The SUV was practically new. It was a smooth ride and surprisingly it was less in than a twelve dollar difference in gas. I can't say enough how much I enjoyed my trip because of Alamo. I simply appreciate the quality of the customer service my family received at the Sky Harbor location.