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.
20215 N 31st StPhoenix, AZ 85050
I recently purchased a 2006 Mercury Grand Marquis from this dealership. I was a little standoffish about this place at first after reading numerous reviews (most were negative). I found the experience of purchasing a car from the dealership amusing and easy. At first the dealer tried everything in the book to get me to drive off the lot with the car that day by the following comments: "Boy I will tell you..I am not the best business man", "How about I give you this for free if you drive off with the car right now." I found it amusing but wanted a couple days to think it over and had to get some last minute financial stuff in order. After doing so, I went back and was adamant about the car I wanted and would not look at anything else. The dealership made the entire process easy and stress free (first time in 3 car purchases from a dealer that this ever happened), and told me where they got the vehicle from. My financing was completed, up front and honest, told me what was wrong with the car (nothing) even after my own mechanic looked it over. I even took it to Saunderson Ford after purchasing it and they completed a 2 hour inspection and said that car was in showroom condition. I did have a problem with the AC after the second day, took it back and they had the problem resolved quickly and provided a loaner car. I got a fair sale price on a six year old car with under 52,000 miles. They even worked with me when I was waiting on my title after paying off my car that I was trading in. I got a very reasonable trade in value for my car considering the mileage. I will recommend people to this dealership and was very impressed when it was all said and done with my car buying experience. I will seriously consider buying another vehicle from this dealership in the future.
Had a great experience with Liberty Auto especially when compared to dealing initially with a franchise Nissan dealership (Peoria Nissan). Not shocking to probably anyone but the big-box dealerships still try to get sales through "deceptive and false leaders". Peoria Nissan had a brand new 2015 Nissan Rogue on sale for $16,000 (base model). We were perfectly fine with a base model and went in ready to buy with paperwork in-hand showing the EXACT car we were looking to purchase - right down to the VIN, advertised price and other vehicle info as provided on their very own online inventory. Long story short after hours of them trying to sell us other used cars and other new cars, they finally showed us the base vehicle we came in for. After test drive, we sat done ready to buy and her came the shock: $16,000 yes but tax is calculated on MSRP of $19,000, plus their “paint protection package” was another $3,000 plus their other dealer fees it came out to almost $23,000. BS and especially on this so called “paint protection package” that you cannot opt out of. After hours wasted at this dealership we stumbled upon Liberty Cars & Autos on Edmund’s while looking for a Nissan Rogue. When all was said and done, we ultimately bought the exact one we found online from Liberty and I cannot say it enough about how pleased and presently surprised we were with our dealings with Liberty – specifically with Bill over the phone and with Dana for the finalization of the buy. SOLID, UPFRONT and no hidden agendas during this purchase. Sorry for the long story but wanted to tell everyone WHY it was so refreshing to deal with Liberty who came at it with honesty and not hidden fees. Thanks again Liberty (Dana & Bill).R & S Valenzuela
We booked in February for a 1 week rental in October and reserved a full size 4 door vehicle ford fusion or the like for a cost of 369.44. First when we arrived, the price did not match. What a surprise. It was explained to us that there is a deposit added onto the car and will be refunded later. Then when we went to the car floor to be assigned our car, it was explained that there were no cars and that we were being upgraded to an SUV. To us, this was a downgrade. We needed a smooth riding car with a trunk to hide all our gear in. So we were forced to take the SUV (Sante Fe). We stopped at Walmart to buy a black sheet to attempt to hide all our gear in the back. Before we left the rental place, the hard sell was put on us that if we had a wreck, we would be responsible for not only the full amount of the repairs, but also we would have to pay for every lost day that the vehicle was out of commission. So we agreed to the flat rate of 24.99 per day which amounted to 174.93. When we came home we found out our bill was not 544.37 as agreed upon, but another 58.16 dollars higher. Apparently this $174.93 insurance has a 34% tax/surcharge on it.....this was not disclosed to us when we agreed to the 174.93. Total rental for the 602.53. Shame on them for not disclosing the extra costs. I called to nicely complain about not only the extra fees, but the fact that we reserved a full size car and none were there. They promised a call back, but so far no call back. As far as the Sante Fe, it got us where we needed to go. The ride was a bit rougher in the mountains. Disappointed in Enterprise. Next time we'll try Avis.
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 $250 beyond my estimate. WhenI asked why I was told that I did not opt to pay upfront for gas, which I certainly did, and I was told that I added as extra insurance cost, which I certainly did not. I did manage to convince the check in person that some of those costs had to come off and they did. The insurance piece remained on however.I realize that I could have been more vigilant when I both picked up and returned my car, but in both cases I was rushed. This is the first time I have ever even considered writing anything but glowing reviews of Enterprise. I hope more transparency gets built into the system here.
I got a settlement for the last vehicle i totaled. 2k. not much to work with. I went everywhere to get a new-obviously used but new to me kinda car. NO where would work with me. NONE I have super bad credit, almost no income. BUT i did have 2k. Now i wasnt expecting to get a vehicle at least a good one and title and all for 2k thats why i was wasting my time looking for a nice affordable car to put that down on. But even with 2k down no body was able to finance me. Not even some of the real dirty jacked up car places. I saw a Post on craigslist for CHEAP CARS UNDER 3000. I decided to stop by since i was pretty close at midway chevy. i got their and they had a real simple organization to their lot. The sales reps. were real quick and ready. They showed me all the cars that were under 2k and they didnt waste any of my time quick easy and simple. got a smoooooooth riding Nissan Altima FOR 2K!!!! yeah i had to pay an additional 500$ for tax, title, and reg and all that good stuff like doc fees. but thats expected. I GIVE them 5 stars because it was worth it. they didnt waste my time and they were real fast on getting me in the car. IT had excellent ac and just drives so smoothly. Super good car, super good prices, super good sales reps. Thanks guys. IVE GOT WHEELS.
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.
Made a reservation to pick up a Dodge Challenger or similar vehicle at this location. After a 48 minute flight into Phoenix we waited over 20 minutes in line to get service. Finally, after getting the paperwork done we went down to pick up the vehicle. After about another 20-30 minutes a lady came to us and said she apologized for the wait that the sports cars take a little longer. We waited for another 10-15 minutes or so and she offered us a convertible for no charge, we agreed and she asked mustang or camaro and we said a camaro would be fine. We walk up to the car and she doesn't have a key, so we waited for her to leave and come back when we noticed the vehicle was extremely dirty with bugs all over the windshield, hood, front end etc... The only thing is had was gas in the tank. We had just spent over an hour with the shuttle, waiting in line and for the car that we just wanted to get out of there. It literally took longer to get the car then the flight itself.
Overall, Enterprise is one of my favorite places to rent a car. However this location was a disappointment. I rented an intermediate size car. When their friendly associate took me to select my car, I was surprised and disappointed. Most the cars were Nissan Versa or Hyundai Accent models. I told him that these were compact cars. He said they were a mixture of both (classes). I pointed to a Nissan Versa Note and said, "That's a compact car." He agreed. Then he pointed a Nissan Versa sedan and said that is an intermediate car," I said, "Really? How is that an intermediate and the Versa Note is a compact?" He said, "One has a trunk and the other is a hatchback." Wow! I wasn't going to argue. I asked if they lower my cost to take the Note and he said, "No," So I took the Versa sedan. It was a good car...but its a compact. Even Nissan.com list the Versa as a compact. I will think twice before renting from Enterprise @ Sky Harbor again. Too many other choices.