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.
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.
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.