Enterprise Rent-A-Car

So my experience was not awesome.. I was initially over charged, our rental broke down as we crossed the Blue Mountains in Oregon. We had a terrible roadside experience with Enterprise corporate and we sat on the side of the freeway for 6hrs while they failed to address the situation. I'm pretty demanding so this only lasted 6hrs because I was hustling everyone over the phone to get it together. As noted before Enterprise doesn't provide spare tire tools in their cars so we were totally stuck. They finally provided a replacement car which was not the same category as we paid for. I exchanged that car for another that was still not in the same category as our original but it was better. After finishing the trip in the 3rd car I expected to have a fight on my hands about the experience and my expectations. After speaking with the staff in Sandy Utah they admitted to the issues and agreed to what I felt was a fair negotiation on final charges. In the end, this is a business where unforeseen outcomes are part of the process but they took ownership of the things that they should've controlled better and honestly that's all you can ask from a company. Excellent job Sandy Utah. You saved a customer.

On September 12, 2020 I had scheduled a truck to rent to go on a camping trip in Lake Powell. I scheduled everything online and selected 12 pm as my pick up time. When my sister and I arrived a few minutes after 12 no one was at the location. We called support to get help. They offered to get us another rental at the airport but at a higher rate. We expressed we wanted the same rate and were told there was nothing they could do. I had called this location the day before pick up and they said nothing about getting there early because they close at 12 pm. I received no notice or accommodations. We were told “sorry about your luck” by customer service. Basically getting the middle finger. We ended up leave all my camping gear behind and having to buy new stuff in Lake Powell. This was my first experience with renting a vehicle and I’ll be sure to take my business somewhere else in the future!

I wasn't going to say anything but since Enterprise requested my feedback again and provided a link to review them on Google here it goes. Heather was very kind to help me pick up my car. She reminded me many times her name was Heather and I would be asked to provide feedback on her service. It wasn't horrible but it wasn't great so I didn't plan to say anything. First of all, it was annoying that I've rented from this location many times as well as many other locations and companies and when I say no thank you to the insurance they accept my answer. With Heather she asked me, I said no thank you, she said I need to go through each option in detail and ask you again. She proceeded to tell me what the extra costs per day will cover and then asked again. She didn't convince me so I still replied no. If she's doing her job that management has asked, reward her, but if she is a person who really likes to hear herself talk and not listen to customers, please train her. Additionally, I rented the car for a week. She said if I brought it back early I would get a refund and they had cameras to know when I brought it back. Sounded like a great idea to me since I had planned to return on a Sunday but they were closed so I booked it an extra day. Still no credit for bringing it back a day early. In my experience, there is no incentive to bring back the car early and at some places they'll even charge you so I was happy to hear this but disappointed it wasn't followed through. And get this, previously at this location, they didn't have the class of car I wanted and they upgraded me. They even gave me a small credit towards gas since the bigger car wouldn't get as good of gas mileage. Heather tried to upsell me into $1 a day because they didn't have what I reserved. Heather, honey, I'm not dumb and have played this game before. I know you have to give me a car so maybe people fall for it and you increase your sales but to me, it seemed desperate to ask for $1 a day and when I said no, you seemed truly shocked you were able to change the price on your end. I'm glad it worked out, we spent 10-15 minutes outside in the heat getting it figured out and you finally let me leave with a car. Enterprise has always provided me with great service and I look to rent from them whenever I travel if prices are in range but this experience was a disappointment. To end on a positive note, I did leave my glasses behind and it was very easy to call them up, confirm they had them and pick them up. The cleaners did a great job and I'm glad they found my glasses during their deep clean. Thank you Enterprise for making the return experience a good one.

When I got my vehicle and was packing it full of our family gear for a long trip, I was surprised to learn that the vehicle I had did not have a spare tire - only a "vehicle mobility kit" to fix a small flat or low tire. I called the store where I had picked up the car, and the first person told me that a very large percentage of Enterprise cars don't carry spares - and that was how it was. I asked to speak with her supervisor, and told him I was going to be travelling through the middle of Oregon where I would be many miles from a town. He made arrangements for me to pick up a car with a spare from a nearby location. I've rented Enterprise vehicles hundreds of times - now I'm going to check every one for my spare.

This particular Enterprise location was very thorough, and professional. They had a much better selection of vehicles this time. I was also was appreciative for their diligence of ensuring their vehicles were washed and vacuumed before pickup. I absolutely will rent another vehicle from this location. Thank you Tony G