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.
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!!!
Customer Service which actually focused on the Customer and the Service! My last Ohare rental experience left a bad chip on my aging shoulders, completely unprofessional, slow and uncaring attention...yes DOLLAR I'm talking about YOU. This trip we went with Enterprise. WOW! We were actually greeted, quite warmly and genuinely, by the shuttle driver, Ushered personally to the counter, and the entire rental process completed in less than 8 minutes! DOLLAR made us wait in line and at the counter for 1 hour and 45 minutes with only two other customers! The rental agent walked us out to the cars, pointed out which vehicles were available in our group, and we were behind the wheel in maybe 2 minutes. Another warm greeting at the gate and we were on our way. The professionalism continued in spades on our return with friendly, welcoming, staff, a super quick drop-off/check-in procedure, and back on the shuttle where again the driver actually acted glad to welcome us aboard! Enterprise, your crew in Chicago on Nov.16th earned you my business for the next trip in hands down!
The shuttle attendant was very helpful and easy to find, but construction at Chicago O'Hare made us take a short detour (not Enterprise's fault). A short wait at the counter and we were helped with a polite employee. He took my payment and asked the mandatory questions before taking me out the door to the car. The cars are brought to a location near the door for clients to access easier. We did a quick walk around and sign, then I was on my way. They offered some extras that I didn't need, but some might find helpful (prepaid gas, GPS); they did rent me a car seat and that was the only little negative. The employee didn't know how to install it and I had to use an alternate connection because I didn't know how to install it using LATCH. The car seat was rented at nearly 8 dollars a day, but still ended up being cheaper than checking my own for the flight. Still the best rental company I have used, never given me a problem yet. I will continue to use this company whenever I need a rental.
We choose Enterprise,however w/most recent rental,O'Hare,there were problems,including a malfunctioning vehicle which had to be towed. Young daughter and I traveling alone. Almost 2 hours for tow, grateful he came, but without replacement vehicle. Made our own arrangements for travel and ride back to airport next day, rather than wait for iffy delivery of 2nd vehicle.Appreciated honesty of tow driver,CS rep. relaying- "this happens a lot, vehicles malfunctioning, not serviced regularly, or previous customer not reporting problems w/veh." Charges were deleted for this 2 day rental. TY. However, CS rep Mary Ellen promised to personally handle a 2 day cost credit toward our next rental, for all the trouble. Next rental in 3 DAYS! Can't get a hold of her or anyone from Enterprise-I have called,left msgs.,Has not been handled as promised.Hoping next vehicle is in good repair,safe to drive. Am expecting the courtesy 2 days free rental, but it should have been handled already, as promised...
I rent with Enterprise a lot, and have always enjoyed your customer service. I have never had a bad experience with the front desk, shuttle drivers or check-out reps. However, when I got there I had only two choices for rentals, a Charger or Fusion. I would have taken the charger except I had a lot of driving to do and thought the Fusion was a more conservative choice. I hopped in the car and drove to my first meeting. While on the road I noticed the car was pretty dirty, the seats stained, crumbs, and even a burn mark in the passenger seat. Also I locked the keys in the truck, and rather than send out someone to pop the door open, they told me I would have to bring the car either to the dealer to cut a new key or to the nearest enterprise location. I assume they wanted me to get it towed there, but that choice was not offered by the woman on the phone. She then patched me through to the dealer and I was disconnected. I called AAA and they had is sorted out in minutes!
I have got to hand it to National Car Rental. They know what customer service looks like and you deliver. From the moment I arrived at you rental agency I was assisted by their professional staff from who greeted me warmly, were attentive, and who made me feel welcomed. My transaction was handled thoroughly and fast. Next, when going to pick up my car a situation arouse, no mid-size car were available at that moment. However, National Car Rental professionally personnel immediately managed the situation, and resolved it punctually, with emphasis on making me, the customer happy. I was asked if I would like to pick from one of the SUV’s available, and did so. Therefore the situation was resolved with complete satisfaction to me, the customer. I expected great service and National Car Rental delivered exceptional service and I am very thankful, because it allowed me to get on with my business of visiting my family. Yes I would recommend National Car Rental, highly!
Rented a car for business. First time with corporate account. Additional fees (facility fee?) are absurd. Will just use travel sites going forward, better deals found elsewhere. The service - I was allowed to pick out a free upgrade, no cars the size of my reservation - that was fine. I pointed out a large scratch on the door to the gentleman checking the car for me. He said 1. it wasn't large enough to worry about and 2. It was already noted in the system. Fine - I went on my way. Return - "Any idea what happened to the door here while you had the car" I explained that it was there, and I had specifically brought it up. I was asked who checked me into the car? Can I describe him? Give me a break. I had damage waiver anyways, but it is the principle of the thing. BE CAREFUL that they don't try to pin the damage on you. They knew I had damage waiver. They had undocumented damage on a newer car and saw an easy way to get their branch out of taking the hit.
The Enterprise branch at O'Hare offers quite possibly the best experience you can have at car rentals. It is not the cheapest option, but lines are non-existent, service is instantaneous, paperwork is minimal, and customer care is exceptional. I also appreciate the extended opening hours. In my last rental, no more than three minutes passed since I walked into the door till I drove away in the rental car. I found the vehicle in perfect shape and their phone assistance is great, i.e., they have humans answering the phone and giving you the answers you want, as opposed to interminable annoying voice menus. At O'Hare, you could probably save a little by using more affordable options, but it would waste a lot more time. If you are tight on time you might just not have that option. I recommend this Enterprise branch and would choose it again.