410 NW 39th Ave Suite B, Gainesville, FL 32609
I made a reservation for a business trip of 3- 7 passenger vans. When I arrived, I was asked if it would be okay to take 2-12 passenger vans and I agreed, while mentioning my company does not allow us to drive a 15 passenger van without prior training. They said they would have to take a look what type of vehicle it actually is. Upon returning, they mentioned it is a 15 passenger van with some seats removed. I reminded them it would be against company policy to take this vehicle and they wanted me to compromise my ethical decision making and do it anyway. At this point, they communicated they did not have the 3 vans I reserved and they would have to figure it out, but it would take some time. after 30 minutes or so, their first option was one 12 passenger van and two SUVs (again I stated that is not going to work). I said if you have 3- 7 passenger SUVs that would work, or 1 SUV and 2- 7 passenger vans that would work too. It was apparent the manager was upset with me because I was not going with the first option he suggested and asked for alternatives (remember this is all because they didn't have what I initially ordered (confirmed online). After an hour and a half, we left with an 11 passenger van and 2- 5 passenger SUVs, one of which was given to us on an empty gas tank. As the manager, himself, brought around the second SUV, it was apparent he was avoiding eye contact with me and did not apologize for the inconvenience or say anything. In addition, at the return, there were problems with the charges based on one saying the pickup time was 4:30 and the other two said it was 5pm. All 3 cars were expected to be picked-up at the same exact time and I had drivers there to pick them up at the same time. Overall, this experience showed horrible customer service, not meeting confirmed reservation expectations, and general lack of accommodations.
I've been renting from Enterprise since 2012 alone but family wise since 2005. Each and everytime I've encountered amazing service. My most recent time I asked for an economy car, as usually they always upgrade me for free but I asked no to this time because I need to save on gas. Knowing I can't pick my exact car I provided details and my needs and was told they will try. In which they really did. I patiently waiting the time I needed to to be set in a car that fits my request and was on my way. I was dearly touched that they tried their best to satisfy my visit and gladly appriciate the help they gave to complete my trip. Enterpise is my number 1 'Go to' for a rental car and strongly suggest it.