The customer service is great when you are paying for a rental, but if you need a little help from them, the service isn't so great. After dropping off my rental during non-business hours, I mistakenly put my personal keys in the car instead of the rental keys. Unfortunately by that time I was not in the immediate vicinity. As soon as I had realized my mistake, I contacted an agent at the enterprise location and was told after explaining the situation that it should be no problem sending the keys back to me. He took all of my information along with a description of the keys and informed me that I would receive a call the next day. That call did NOT occur. I mailed back the keys right after the phone call so that they would be shipped to the company ASAP. I called again and was placed on hold. The THIRD time I called, I was then instructed by the automated phone recorder that I needed to go to a specific website. Why there isn't a link on the enterprise.com website that sends you directly to lost and found website is beyond me. I filled out a form AGAIN (first verbally/second written) with my contact information and a description and finally received a call abt. 24 hours later. They stated they had found my keys but that I would need to PAY to have them shipped to me. Customers have to pay TWICE. Once to ship your property to you and AGAIN to have their property shipped back to them. I understand that ultimately it was my mistake in switching the keys. However, Enterprise is focused on making a profit any way they can instead of helping out the customer and providing a service that would entice them to rent again with Enterprise. At the very least they could have an option where you can drop off the keys at a different enterprise location, send a prepaid envelope to the customer or have some sort of coupon/reimbursement system. I am going to have to think about renting from them again. In the end it is the little things that make or break a deal/company.
Over the years I have had no problems with Enterprise at any location. There has always been wonderful customer service and this time was no exception. Everyone I dealt with was very polite and went out of their way to meet my needs. When I arrived at the airport I knew that I did not want the car I had reserved as the weather did not call for a convertible. As I walked up and down the row of cars with Sam we settled on a Jeep. I asked the difference in price and Sam told me $12. He neglected I found out later to tell me it was $12 per day. While the car rode well and served my purpose I will note that it did not have any of the features that I use everyday. No bluetooth, no navigation, no satellite radio, no automatic seats. I know I could have asked for these features, but I wasn't told they didn't exist either as I wanted to get out of the airport and to my hotel. Upon returning the vehicle a few days later I was given a bill for almost $250 beyond my estimate. WhenI asked why I was told that I did not opt to pay upfront for gas, which I certainly did, and I was told that I added as extra insurance cost, which I certainly did not. I did manage to convince the check in person that some of those costs had to come off and they did. The insurance piece remained on however. I realize that I could have been more vigilant when I both picked up and returned my car, but in both cases I was rushed. This is the first time I have ever even considered writing anything but glowing reviews of Enterprise. I hope more transparency gets built into the system here.
So as usual, I had a wonderful experience renting a vehical from Enterprise in Arizona. I travel for business out there every 4 months and have always had a great experience. This last trip was a little frustrating because the vehical I had was horrible. For starters, the lever to adjust the stearing wheel was not operational so the stearing wheel was all the way forward, the transmission was having issues as the vehical would jump from 3rd to 1st when slowing down causing the car to jump, the electrical was bugging out for no reason as the turn signals and lights would just start flashing for no reason while I was driving, the change oil alert kept popping up everytime the car turned on, and I kept having to air up the front passenger tire every other day because it would go flat. Overall though, the car did what it was supposed to do, get me to where i was supposed to be. When I returned the vehicle, the gentleman that checked me in was very empathetic to my proplem and gave me a business card that allowed me to receive a free upgrade for my next trip out to Arizona. I am looking forward to having a larger car as my employer loves putting us in the intermediate vehicles for our 9 day trips to Arizona.
Overall as usual my experience with Enterprise was pleasant. Checking out the vehicle and checking in was easy and convenient. The price was a little steep compared to what I am used to, but this has to do with not reserving as early as I typically do. The reason for my lower than 5 star rating is for the quality of our rental car. I am sorely let down with how low quality the 2016 Jeep Compass is. Although the interior was clean and comfortable the vehicle itself was a not worth nearly $600 for one week. The steering is just awful, the power is completely gutless, the automatic to manual shifting option is very confusing if you have not used one before, and all around it just felt very cheap. Additionally, when you search the reviews for the Compass it has something like a 1.5 out of 5 for consumer rating. Plus the crash rating is awful as well. I will surely continue to use Enterprise. I think this was my 5th rental and up until this pathetic car things with you guys have been great.
I recently rented an SUV from Alamo and it was heaven on wheels. Originally, I reserved a full size car but when I arrived at 1:00 am to pick up the car there were no full size cars available. However, without hesitation I was advised to pick a vehicle of my choice without any additional cost. My sister and I enjoyed shopping , it was like being kids in a candy store. Finally, we decided on an SUV which was at least two upgrades from our original choice. Ironically, the SUV was exactly what we needed for our 12 drive to San Francisco. The SUV was practically new. It was a smooth ride and surprisingly it was less in than a twelve dollar difference in gas. I can't say enough how much I enjoyed my trip because of Alamo. I simply appreciate the quality of the customer service my family received at the Sky Harbor location.
My family and I traveled to the southwest for business and pleasure. We flew into Phoenix and were met with very pleasant service. We got our choice of vehicles in our category and received a very clean and well-kept vehicle. We drove to Las Vegas for the second leg of our trip also received exceptional customer service as we dropped off our vehicle. The rep drove us to our hotel and would not accept an extra tip for his extra service. He was very knowledgeable of the area and offered us some great tips for meals and family entertainment. We will continue to use Enterprise for all travels in the future and will highly recommend this company. One minor drawback was there was no vehicle manual available in our vehicle. It was not a major issue but could have been helpful since we were driving an unfamiliar vehicle.
We had a bad experiance with trying to get a replacment for a rental car we got from California to visit some relatives in Arizona, on our way we found that our air condition didn't work, and tried to exchange cars in Bullhead City, with the worst attitude from a girl named Erica, anyway we couldn't exchange cars till we were on our way home at the Phoenix airport where we met Lynette. I will tell you that Lynette is awesome and gave us the best treatment anyone could ask for and set us up in top of the line SUV to help our trip home a much more pleasant drive than we had all along. Lynette you are great and much appreciated. Thanks so much for your help and genuine concern, we look forward to renting from you in the future but suggest no one rent from Bullhead City Budget.
I had to make a mad dash from my plane (Sky Harbor Phoenix) to Enterprise to pick up my car and get to an event. They had everything in order from the easy to use kiosk check-in, to directing me to the car area. The mid-size SUV wasn't available and they upgraded me at no charge. The car I had was practically brand new and was very clean. There was no pressure to get their insurance or have them gas up when I returned. Note: you will pay for the entire tank of gas that's in the car when you get it, so unless you don't have time or not close to a gas station it's not the best deal. The cost was much higher than if I had rented away from the airport, and was higher than others at the airport, but you get what you pay for. I highly recommend them.
The car I rented from the Phoenix airport was severely lacking tire pressure in the front left tire - it was less than half of the other three tires, as evidenced by the screen which displayed the tires' PSIs on the dashboard. The Enterprise employee started the car and must have seen this glaring problem, since it was hard to miss given the warning alerts, but we didn't notice until we got on the highway since we had been focused on escaping the maze that is the rental car hub. When I got to my final destination I looked at the tire and saw it was almost completely flat. Thankfully another Enterprise office in Carefree, AZ was able to set me up with a new, well-inflated car.
The self check in process worked flawlessly. I was a late arrival and the selection was limited but the individual that checked me in at Sky Harbor for the rental car was very accommodating. He went over the car with me showing the cars features. Radio, cruise control and various items in the car. Wow! I thought that was a step beyond what I have been used to. The gab and go theory is ok but a touch of friendly courtesy is always nice. I really appreciated his professionalism. As always the courtesy that Enterprise shows their customers has always been fantastic. Thank-you for a pleasant experience. See you next time.