I have had and am still having a horrible experience with getting a car. I had reservations that some how cancelled. Then I got new, later reservations for 10 pm Monday night and there is no car for m. The sister company Enterprise did not have a car. What good is a reservation if it is not honored? Then the solution was to rent at a higher rate at Hertz....
Our ministry doesn't have the higher rate finances. So, I am told to come back Tuesday morning and possibly... maybe... get a car then. I called the customer service line Monday night and held 22 minutes... until 11:42 pm... At this point I am tired and frustrated. I have to be in Homer, LA (David Wade Correctional Center) immediately after work Tuesday.
Well, Monday night the customer service rep finds me a car at Enterprise two miles from my house. I was excited. I was told to be there at 8 am. Wouldn't you know it, Enterprise did not have a midsize car. The group traveling with me are all big folks.
The car the size of a match box would not hold us. So, the guy at Enterprise... this sister company... sends me to Enterprise in Bossier City.
At this point I am late for work (I am a social worker) and I have clients depending on me TO SHOW UP TO CARE FOR THEIR NEEDS. I get to Enterprise in Bossier City and they want a $250 dollar deposit... $250?
We do not have that kind of money nor should we since this is the sister company!
So, needless to say, I have no car. I have invested hours into the process with no resolution... I have driven up a bit of my gas (2004 Dodge Ram 1500) and I have missed hours from work.... still no car and I have a prison ministry depending upon me.
I call National customer service again. The lady was nice and she tried to contact National Shreveport Regional Airport.... who never answered the phone. I tried to call them this morning and their cohorts tried to contact them.... no answer... no resolution yet.
Prior to this, I have had great service from National. The last 24 hours have been very disappointing to me. These are the kind of opportunities that reveal the resolve of the leadership during difficult moments. These kind of issues tell us about the true nature of the company.
Customer service should not be a process alone...but rather a culture. National at Shreveport, LA Airport (Ron was very nice and so was the ladies on the phone. I do not fault the employees that tried to help me). But the solutions was not customer service founded. That is a reflection of the business model and National/Enterprise leadership. When things get tough, it seems as if the business model values the money over the customer.
I need a car before 3 pm today. If I get one, I have to take more time off from work and hope my customers are able to allow me to move appointments to later this week.
My bet is... I will not even get a call back, let alone resolution. I will let you all know this week how this ends.