So normally when you rent a car and there’s a problem with the car, you’d expect a poor review. I mean a functioning car is what you pay for and when that didn’t happen, when fate tested me with a malfunctioning SUV on the long drive from Durango to Denver, I got pretty steamed. The end of a long and glorious vacation was stressful to say the least. I called the office to report the problems the next day, still somewhat upset, and the branch manager told me he’d look into it. What followed next was an example of while there are factors beyond his control, like say a mechanical fault with a relatively new car, there plenty within his control. His persistent focus on retaining me as a future customer and his positive attitude made an impact. A big one. I’ll be back to this location in the future. I encourage people to consider how much impact the man on the last mile of a large corporate arm can have. Thanks Matt.
AMAZING customer service!!! Barrett is SO nice and wonderful at his job!!! Everyone that I dealt with that day was really nice and helpful. Will recommend this location to everyone.
Matthew, the "Manager" was "Professionally Distant" and had no empathy for the many, many, many customers that were piled up in his office, waiting for to have a rental car dispatched to. He said things like, "You need to wait patiently," and "Do you want to go outside and talk about this?" if a customer didn't understand their charges. In my professional opinion, I would say that he is very unprofessional, in a professional manner. A lot of you know what I mean... Also, the truck that was rented to me had been given a five second vacuum job and still had large food items in it from the previous customer. Also, the truck was rented to me with 1/8 tank of fuel in it. Of course, I didn't have to bring it back with more fuel than I got it with, but starting off with that little fuel in a vehicle meant that I had to fuel it up right away and take my best guess on how much I would be driving it before I returned it. Also, they make you sign this acknowledgement that if you lose the keys, they are going to stick-it-up-your-butt with charges in order to replace them. However, they give you both sets of keys & remotes, attached to each other with a wire cable, so that you cannot separate them. So my point is, if I wanted to keep one set of keys, and give the other set of keys to the other listed & insured driver for this vehicle, my wife, I could not possibly do so since the wire cable cannot be opened, thus the two sets of keys cannot be separated. Therefore, the only benefit to giving the customer both sets of keys that cannot be separated is for them, so they can really, really stick-it-up-your-butt if & when you should lose the keys, so that they can charge you for two sets! Morale of story: About half of my beefs are with the local Enterprise management, and about the other half are with Enterprise policies as a whole. But altogether, Enterprise sucks. Enjoy!
I'll start by saying that I talked with different people from the enterprise company over the span of four days while trying to rent a car. The first person that I spoke to was at in the reservation dept. and I initially spoke to her on a Wednesday, trying to set up a car to pick up Thursday and have through early Monday morning (my flight left at 6am). Last minute, I know, but my plans of using a friend's car fell through last minute hence my poor timing. Anyway, when I spoke to the reservation dept. they informed me that there were no after/before hour drop offs, which was a major problem for me. That's why I was shortly after directed to the enterprise branch on 160 in Durango. Unfortunately, I'm still not sure who I spoke to in my efforts to set up a car for these dates, but they assured me that, while I likely couldn't get a vehicle as soon as Thursday or Friday, they could guarantee me one on the weekend. I confirmed this information with them multiple times, as I really needed the car for the weekend, and made sure I had a reservation for Saturday and Sunday... now, one would think when they have a RESERVATION, then they would get a car. Not so. Apparently enterprise has a poor understanding of what a reservation actually is... I came in on Saturday morning when I was to pick up my car, presented the clerk with my reservation number and information and first, they started by saying that my reservation had been for Friday.
So I waited in that store for 2.5 hours, wondering if I'd get a car (no one said that I might, because no one ever answered me when I asked) and was finally, after they'd been closed for an hour, already, given a vehicle for my patience. To be fair to the company: the car was good, the reservation service seemed okay, though they clearly didn't know everything they should (re: drop offs info), and the clerk that I dealt with (not Matthew) was very nice and seemed understanding... Matthew is a controlling, passive aggressive jerk who doesn't deserve a position in management, much less customer service. He's obvious clueless as to how it works and his heart (if he has one) is made of something very cold.
It was not. I had considered this at one point, but I had been instructed to call in on Friday and *maybe* I'd be able to get a car. And I never called.
Price quoted doubled and I forgot my GPS was in the truck when I returned it, I call back the next day and it had vanished. I locked the truck and returned the keys to agent at airport and they were unable to locate it. I late a thief and liers , I will never do business with them again.
Do not come here *ever* expecting a car to be given to you without trouble, even if you have a reservation. And if you want to have a peaceful experience I would suggest at *all costs* avoiding the manager, Matthew! He's a passive aggressive, controlling jerk!
Next, I was told that I didn't have a car. I informed them that I was promised a car, as I had been, for the weekend. The manager informed me that no one in the branch would *ever* say such a thing and that I must have talked with the reservation office. Well, I did, I told him, but I also spoke to the branch and *that* was who had promised me a car.
I will be contacting cooperate over this and I am still very frustrated that this happened. My situation should have *never* been handled like this. I've worked in a customer service field for over 5 years now and I've got a pretty decent understanding of how things are supposed to work. This is not it.
Over the next 2.5 hours I was refused information (I asked to know who I'd spoken to, I asked if I would be able to get a car at some point, I asked why someone had promised me a car if they didn't have one, etc. none of these questions were ever answered, in fact they were ignored), I was treated overall like a child and insulted by such a fact *and* I was told I was being dehumanizing (to Matthew). Now, to be clear, I did raise my voice, I was also crying in frustration, but by no means was I ever being dehumanizing to anyone. I did not yell, I did not call people names and I did not cuss. I could have, I wanted to, and for as rude as Matthew was to me, I sure wanted to!
Enterprise Rent A Car is a US Car Rental based in Durango, Colorado. Enterprise Rent A Car is located at 26977 US-160, Durango, CO 81301, USA.
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