This was a very unfortunate experience which almost made me decide never to use Enterprise again, after having been a faithful Enterprise Plus member for the last 6 years. I had made reservations for a "large SUV", a couple months in advance for an 12-day road trip with my family. I was told by the reservation agent that the vehicle would have "seating for 7". This was also plainly stated on the reservation confirmation email. Guess I should have called the branch first, because they had different ideas., The pick-up location was at St. Louis Airport Enterprise branch. When I got there to pick up my car, the representative was a sweet young 20-something girl who seemed very helpful. But when she showed me the "large SUV's", it became apparent that none of them would seat 7 passengers. When I challenged this, stating that my reservation confirmation clearly stated "Large SUV... 7 passengers", she told me over and over that "7 passengers is not a guarantee" and "our system is different." WHAT????????? She then told me that if I wanted a 7-passenger vehicle, the only choice was to pay for an upgrade to the Premium SUV size. This was a 12-day reservation. That kind of upgrade is in the triple digits! But when I challenged this, I was only met with "I'm sorry's" and "that's just how our system works." No one there at this branch seemed to see this as a problem. To her credit, this representative offered me her employee discount to drive down the price of the upgrade. Still triple digits. I was over a barrel, there was no way I could make another reservation for that kind of vehicle on the day of, so I paid for the upgrade, asked who I could call to handle the dispute (I was told "The reservation hotline") and left. VERY Unsatisfied. I had no choice. Here's the issue, and this is what I want the folks at the St. Louis branch to hear: "the system" works for people. Not the other way around. If there's a problem with the system, don't stick up for the system, YOU stick up for your customer! I would have gladly stood in that rental parking lot for an hour if need be while someone got on the phone with a manager to fix the problem, but that didn't happen. Instead, I left the lot holding a bill in the triple digits to pay for someone else's mistake. No. That's not acceptable. Never. (Btw, called reservation hotline, no help.)My wife and I have been faithful Enterprise Plus members for the last 6 years. I had almost made up my mind to never use Enterprise again. But there was redemption, and this is why I will still use Enterprise in the future:I dropped the car off at the Farmington, MO branch, within the same "group" as the St. Louis branch, so the location change fee for drop-off was $50 (that's fair.) While dropping off the vehicle, I explained the situation to the branch manager at the Farmington, MO branch. His name was James, and he immediately picked up on why this is a HUGE customer service problem. So he went to bat for me. He got on the phone with the St. Louis branch, and boldly told them that this is their problem and they need to fix it, that this isn't the Enterprise way to leave a customer paying for someone else's error that the company could have easily fixed. He stared them down and got results! The upgrade fee was completely discounted, and I walked away VERY happy. This guy KNOWS his job and went to bat for me, the customer! That's what I'm talking about! From now on, I'm going to the Farmington branch ONLY! Everything else about this whole transaction was great. No problems. Hate that I had to give such a poor review. But this is the kind of experience that requires someone to say something. Get your head in the game, St. Louis branch. I know dealing with the public is tough and you do it all day long out under the hot sun, but commit to work for your customers, not the system. You can do this.
I reserved a minivan on Thanksgiving night and when I got there, there were only 3 vehicles total available and one representative on duty in the office. I realize it was Thanksgiving. Luckily, 1 of the 3 available vehicles was a Suburban because I had 5 other people counting on me to pick up a vehicle that would accommodate our group. The Suburban worked fine from a room standpoint, but it smelled of smoke, needed to be vacuumed and wiped down, used a lot more gas than a minivan, and was difficult for a few guests to get in to the back row because the middle row was a bench and not bucket seats. I also had credits to use for 2 of the 3 days which were applied during the reservation and confirmed by the agent, but upon return was charged the full amount of the rental. The credits were not applied, so I had to call a customer service line to get this fixed. The customer service gentleman did a great job fixing, but it was still a hassle. Everything worked out alright in the end, but the situation wasn't perfect and makes National hard to trust for future use. If that Suburban wasn't there, I don't know what our family would have done for our trip.
I rent from this location often. My last 2 experiences have been horrible. On the 2nd to last time I rented here it took 30 minutes before staff members could assist with selecting a car. Decent selection but the cars were dirty on the inside. The last time I rented here( 2weeks ago) Wait time was shorter, but the selection was lacking. Majority of the cars again, were dirty inside, or smelled like wet dogs. After selecting the least dirty car, I noticed right away the handling of the car was off. I don't think they had the proper tires installed on this vehicle, I rented an intermediate size SUV. To add more frustration to an already poor rental experience, while driving on the highway at night, the headlights barely lite up the road. I had to use the highbeams to see anything. On top of that, it started raining. The wipers smeared water across the windshield making it impossible to see. I told this to the staff when returning the vehicle , and they made no attempt to make it right.
I am a recent Emerald Club member and couldn't be happier with my experience so far! I was impacted by the storms that hit 12/16-12/17 and impacted the airline industry. My flight, from St. Louis to Denver, which was delayed 11 hours was cancelled at 1:30 am on 12/18. The next flight available to me was 12/21. Needing to be back sooner I decided to rent a car and drive to Denver. I showed up at 2:00 am, and even though the systems were down, they were very understanding of my situation and took care of me as soon as the systems came back on line. I grabbed a Jeep Compass, which was a perfect vehicle for the conditions, and couldn't have been more satisfied. When I finally arrived in Denver (13 hours later) I couldn't have been met with any more "Enthusiasm" and "Appreciation" for my business!! I definitely made the right choice with the right rental company! Thank You!!