I rented a car from Enterprise on 8/3/2015. I had to choose Enterprise, as it is a corporate partner with my company and I was forced to choose the lowest rate of the rental providers. This was my first time with Enterprise and I had to set up a new online account. That was easy and booking was easy (through my corporate travel site). On the positive side: Upon arrival, I was professionally greeted, the counter staff was very pleasant and it took about 15 minutes to check in, review the rental agreement and obtain my car. They have very good customer service. Now the downside... . I'm a corporate traveler. I usually take early flights to Chicago and arrive by 6:00 – 7:00 am. I travel frequently and I am used to other rental providers who provide "enhanced" service, in the form of frequent traveler programs such as Fast Break from Budget, Avis Preferred or Hertz Gold Plus. The programs allow you to arrive, go directly to your rental car and drive away. This is the service that I want/need. While Enterprise may believe that "personalized, counter based service" is what I want, it is not. I do NOT want to stand in line for 15 to 20 minutes to get my car, especially on a 90 degree day in August or a -10 degree day in February. Until they provide this service, I will request an exemption at my corporate travel site, which would permit me to utilize a rental company that provides the level of service I want/need, not what Enterprise "thinks" I want.
265 N Western AveChicago, IL 60612
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I am usually a Hertz Customer, but decided to try Enterprise due to the lower rate offered. Shuttle Ride: The Shuttle ride was great and the driver was helpful with my luggage. Check-In: The one on one customer service threw me off a bit as I am use to getting my Gold Number at Hertz and walking straight to my car. It was great to talk with someone at Enterprise, but I will say that I thought the process was very slow and seemed unorganized. I would prefer to arrive and have the car assigned already upon my arrival with the option to switch cars on my own if I'd like. Car Rental: The car that I reserved wasn't available. They gave us a Mazda mini SUV. The car was dirty and they wouldn't offer to wash and vacuum it. The rep seemed unconcerned with making sure that I was satisfied with my rental. Was in a rush to a wedding so I didn't have time to prolong the check out process. During the rental period the Check Engine Light and another light kept coming on, which did not make me happy. Customer Service: Upon my return they asked me how the rental was and I gave my honest feedback. I had a chance to speak with the manager on duty, Quay, and she was very kind and concerned about my experience. She asked what would make me a happy customer...and I asked that the rental be comped for free. She had no problem with doing that...So I walked away as a happy customer which changed my rental experience from bad to excellent with Enterprise.
NIGHT and DAY difference! I normally rent cars from the "other guys" due to company policy, but they changed the policy to Enterprise and I am SOOOO GLAD they did!! I got treated like a person...like they cared that I was there! I was all frazzled when I arrived in Chicago from hurting my ankle trying to catch my flight, on time. The driver picked up my bag gladly and helped me off when I got to the rental office. Then the nicest young lady greeted me at the door (yes...before even getting to the counter!) and then another nice young lady helped me at the counter. She let me pick the car I wanted (when does that ever happen at the other place?) and then she even drove it to the door for me so I wouldn't have to hobble all the way over to it on my aching ankle! She walked me around the car, showed me the important bells and whistles (like where is the gas tank door release?) and all the while I am thinking she must just be feeling sorry for me, but NO, my coworker said she was treated the same way, too. Drop off was just as easy breezy and really loved the shuttle bus driver being so nice to get my bag for me. This is the best place ever!!!