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On May 30, 2024, we reserved a Chevy Malibu or Similar (Midsize) automobile to be picked up on September 4, 2024 - three months in advance. The estimated cost for the rental was $1,048.37.
On September 4, 2024, we arrived at the Steubenville, Ohio, establishment to pick up the vehicle. We were told the only car available was a Mitsubishi Mirage (Economy). My husband is over six feet tall and had to drive with his head against the ceiling of the car.
We were leaving for a two-week vacation in the morning and had hotel reservations we didn’t want to compromise, so we reluctantly accepted the car. The employee said we could stop at any Enterprise location as we traveled to exchange the car if they had something more suitable. We asked him to check with other locations along our path to see if a car was available. He said he could not do that, and the computer system could not provide that information. We asked if he could at least provide location information for Enterprise establishments we would pass by or
Desired outcome: Compensation and changes to the company culture.
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I appreciate your feedback and agree with your resolution. All contact except the original conversation have been with Enterprise’s corporate customer service. Unfortunately, they have been unhelpful and unresponsive, as well. I will take your advice about using another provider and calling ahead for future trips.
Hi Chris,
I have reached out to Enterprise numerous times and am still waiting to receive a call back. However, I will call them again now to provide this information one more time.
Thanks,
George
Chris, I contacted Enterprise again, but there is no one in authority who is available to speak with me. Again, I have been promised a call back from a regional supervisor next week. That is the same thing I was told last week!
George
We've been trying to reach someone who can assist us for more than a month now. We've been promised that a supervisor would return our call soon, even within 24 hours, but Enterprise management remains silent. I've called again today and am waiting once more for that promised phone call.
I did not receive the promised call again today. I have reached out to the BBB for assistance in resolving this dispute.
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Since Enterprise didn’t provide the reserved vehicle class, demand a partial refund or rate adjustment, as you received a lower-tier car. Document everything and escalate directly to Enterprise’s corporate customer service. For future travels, book with alternative rental companies and confirm vehicle availability closer to pick-up to avoid similar issues.
I appreciate your feedback and agree with your resolution. All contact except the original conversation have been with Enterprise’s corporate customer service. Unfortunately, they have been unhelpful and unresponsive, as well. I will take your advice about using another provider and calling ahead for future trips.