426 Union Ave, Memphis, TN 38103
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We were picked up at our hotel but we waited a half hour and had to call to get them to come. We had ordered a mid size car but all they had was a Ford Transit-more a van than a car. We took it. After we were on the road for an hour, we tried to get Sirius to work. Calling the Enterprise office we were told to come back to the office but we were o. the road so we didn't turn back. After our trip, the office called to find out if we were pleased and after hearing our dissatisfaction we were given a break on the rental fee. That's good customer relations!
The Memphis, TN Union Ave Station Enterprise Office is under new management, which I am not happy with at all. The prior staff knew me by name and always greeted me and was great with providing top notch service. First, I want to commend the representative Morgan that picked me up and processed my rental agreement she was great. That is all I can say that was great about my experience 7/09/15 with Enterprise Rental Union Station. In the past I used this office frequently for personal and business travel and was a silver member. I frequently picked up the vehicle at the Enterprise Memphis, TN Union station and dropped it off at the airport for free. This was because this office closes at 12p on Saturday and is closed Sunday. On my recent visit to the Memphis area there was lots of construction and I was detoured and lost my way. I called about three times asking for directions and the three employees that answered did not know the Memphis area well enough to direct me to their location. Finally, on the fourth call back to the location the representative stated he did not know how to get me to their location but would transfer me to his manager that may know. Larry the manager stated that Poplar St runs a long way so not sure where I was to get me to the location. Larry looked at the time and stated I would not make it to Enterprise before close, which I agreed and stated I would drop the car at the airport and get to my destination through a friend because I was leaving from the downtown area that same day. Then Larry stated since I was leaving from the downtown area then I may drop the car at the Amtrak station and Enterprise would pick the car up on Monday. I stated OK. Imagine my surprise when I got my bill and I was charged two extra days of car rental and a drop fee at Amtrak. I called the office and asked to speak to Larry and he stated he thought he was clear that I would be charged and he saved me money from a drop fee at the airport for $150. I stated to Larry that no he was not clear at all because he did not state there would be a charge for two extra days of car rental or the actual Amtrak drop fee, which the total ended up being more than the $150 he mentioned. Unfortunately, Larry misquoted me because he obviously did not do the research on what the actual drop fee at the airport was. After I hung up, I thought about how I use to drop the car at the airport for free. Therefore, I went online and priced on Enterprise's website a similar rental period for a Thursday pick-up at the Memphis, TN Enterprise Union Station and drop at the airport on Saturday. The cost was not free (and rates change, which I understand) but it was only a $50 drop fee and I would not have paid the two extra days of vehicle rental, which as I previously mentioned ended up costing over the $150 misquote that Larry stated to me. Larry should have been more specific in what my actual costs were by actually looking up the price to drop at the airport or at Amtrak (since Larry recommended I drop the vehicle at Amtrak). In my opinion, Larry provided poor customer service and because of this I will not rent at Enterprise Memphis, TN Union station again. Instead, I will go with other competitors where I am a frequent renter with club elite benefits, such as Alamo or Hertz, and am treated well and always given my total expenses regardless if I decide to drop the vehicle elsewhere or keep the reservation as booked. Sincerely,Coco K disappointed renter at Enterprise