Enterprise Rent-A-Car

Ridiculously awful customer service.
We reserved a Ford Fusion. We called at 9:45 to confirm the 10:30 pick up, Ron said he didn’t realize we needed picked up and he had to move some cars around and he’d call us back. Didn’t hear from him until 11 — while my husband was checking out of the hotel room and couldn’t answer his phone. Guy left a message saying he had a Focus for us. My husband called back almost immediately, no answer. He let’s it ring long enough that he’s transferred to a different branch. They try to contact Ron and nothing. He isn’t even returning texts. We finally get a hold of him around 12:45, and he’s like «well, I only have a Focus so…» My husband then convinces him to find something since, you know, we had a RESERVATION. Talk to another guy, Greg, an hour and fifteen minutes later. He offers another vehicle that wasn’t a Fusion and was like «we don’t guarantee the specific model, only car class… To which my reply was «well I expect that class to have the same amount of space as the «example» given…» Says he would call us back… Never did. We tried calling again 3 more times and never got an answer. Called corporate, they tried to call for us and Greg answered on the second ring. Then put my husband on hold with no notice. At that point, we called corporate back and just cancelled our reservation. So now we’re still in NJ (8 hours later) because there aren’t any other rental locations that had vehicles available. Frustrated with this situation is putting it lightly.

This is the closest location to the military base, yet they didn’t notify my husband that the USAA (military bank) card he was paying with actually qualified him for discounted prices, no young driver’s fee and unlimited mileage. I understand this is a business, but with this issue (and others), their customer service was just detestable.
Go to the Mount Holly location. Same business, different location, HUGE difference. So helpful and professional!

Update. Enterprise bent over backward to not only handle the specific problem but also to insure that I would be comfortable continuing to use them. The area manager worked with my husband and I and I am certain that I can put this unpleasant experiences behind us. Everyone has a bad day, ³⁄₉ was theirs.

The staff were very unhelpful. I will no longer rent from Enterprise but instead will take my business to Hertz.