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Enterprise Rent-A-Car

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(1 Review)

14622 Ramona Ave, Chino, CA 91710

(909) 606-4453

Today: 7:30 am - 6:00 pm
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Regular Hours


Extra Phones

TollFree: (800) 736-8222

TollFree: (800) 257-1136

Payment method
amex, discover, master card, visa
BBB,Better Business Bureau

Enterprise Rent-A-Car Company

Car Rental, Truck Rental
Other Information

Price Range : Below Average


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Provided by Citysearch - 
Horrible Customer Service

This one experience has changed my position about Enterprise Rental Car. It has now lost my business.
I had a reservation, so I went to pick up the rental. I go, and start the process of getting my rental car. I was asked for a second number, and decline to give the information. I explained to the clerk Kimberly and the Manager Norma, that the only way to reach me, is on my cell phone. I have never heard this from any Enterprise, unless, the renter is using a debit card. I do know this practice, and complied to it several times. In these circumstances I have the opportunity to inform my references in advance and to get permission to release their personal information. I explained that I even sleep with my cell phone due to the nature of my business. I asked to get in contact with a district manager and was told, I could only reach the district manager by an email that Norma had to send. It is amazing that I am required to release personal information about friends and family, but I cannot get the business number to the district manager.
I had to wait until the district manager called me. I was upset, but I wait. For over an hour. The district manager never called me. I asked for the email to send it myself. Norma refused to release the information or call the manager to approve me getting the rental without the second number. Norma said it was because the company had been ""burn to many time.""
So, I decided to give in, I need to get my car into the shop. I gave Kimberly the office and cell phone number to my apartment. Norma stated that whatever number I gave she would call to verify that the person knew me and could be a reference. Being that it is Friday afternoon, the owner was not in the office. The cell phone is only for tenants to use during business hours. If he is on the apartment property, he will answer. If not, he ask that we leave him a message on the office line. I told this to Norma. She completely ignored me. To make it worst, she put salt on wounds and farther made my decision to not use Enterprise more firm.
Norm and Kimberly never called any other customer reference number who rented a car this afternoon. When questioned, Norma explained that it was because it was a national corporate account and she did not need to call the references. She never tried to contact the district manager for me again. Never sent a second email. She played around with her cell phone and acted as if I was not there. When I mentioned that she was playing on her cell phone sending text messages, she said she was helping customers. Sending emails is really helping customers!
By this time, I was outraged. I called the corporate number, 1800-RENT-A-CAR. They were no help. Norma had to get in contact with the district manager. When I asked Norma to email or call the district manager so I can talk to her, she said that she would not and that it is not her fault that I was late. I was half an hour late to pick up the car. I drove in from a computer courses in San Bernardino, CA.
I now that it is my right to decline to give personal information about my friends and family. I do not work so there is not a work number to give. This policy for credit cards, not debit cards needs to be visible to all clients. It needs to be stated on the website. Your staff needs to be sensitive to the values and beliefs of your clients. Also, district and regional managers need to be able to be contacted when there is a client who is trying to reach them during business hours.
The hierarchy that the corporate office has no control of the individually owned braches is ridiculous. The fact that I cannot even get a corporate address to send this letter is horrible. This is not customer services. My frustration and anger at the customer service given, the lack of control at a corporate level, and the fact that I did not get my car in the shop exacerbates my decision to never rent from Enterprise again.
Do not rent from here

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