Enterprise Rent-A-Car

I have been a plus customer since 2008. What i have experienced since I moved to Dallas 6 weeks ago is unbelievable.

I rent a car just about every week to two weeks. I had no issues in Corpus Christi, Tx. They knew me there and took good care of me. But Dallas is a whole different story...

On my first rental, I had a flat. Called the company and gave me a choice to return to location or take it to firestone for repair. Since i was in a hurry, I decided to take it in for repair myself. Boy that was a mistake. Four hours waiting to get a flat fixed!

On my second rental, I had issues with my back wheels. They were bouncing all over the place. I figured I'd go in and just switch it out for another vehicle. Noooo, they decided to repair instead. More waiting.

On my third rental, I asked for a pick up. Should be no problem, their motto is "we'll pick you up" right? Think again, I can't even count how many times I've been told they have nobody available to get me. Then, I get a car that is I don't know how old with well over 63K miles on it. I thought, what is happening to this company.

On this last rental, my fourth, I reserved a car. I booked my hotel. Since I rent pretty often, I had some points to use for my free rental so I used them. I called for a pick up again, and this time they tell me they have no cars available. What?! Do you know how many Enterprises they have in Dallas?

Now, I have to fight to get my points back (been through this before) and, I lost money on the hotel room I booked! This is pure incompetence!

12-24/12-27-2021
Enterprise Rental - Richardson, Texas 75080

Issue 1 of 3:
Dirty Vehicle/Health Concern

Due to Covid, Enterprise states that each car is cleaned and sanitized.
Please see a short video of the steering wheel of the truck I rented.
A file has been shared using Link Sharing.
https://s.amsu.ng/Kp8awbkmGRfN
Valid until: Dec 28, 2021
@chrissytaylor

I showed this to the manager there (Nigelle I think) and he was not concerned in the least.

Issue 2 of 3:
Overcharge
Nigelle, if that's indeed his name, charged me 50.00$ extra. I explained that my reservation was from 12 to 12 (for 3 days @ 75.00/day). I came thru the door at 12:10pm. After trying to explain this to him over and over, he finally said he'd refund the 50.00$ but that it had to approved by billing and it could take up to 10 or more days. So I said, for clarity, you incorrectly charged me and now I have to wait two week or more to get my money back. Is that correct? He said yes.

Issue 3 of 3: Customer Service
I've been a loyal customer for years.. years and allocated thousands of dollars to Enterprise. (Refer to my records) I have noticed that the customer service has drastically changed for the worse. The branches are not as NICE and accommodating as they used to be. (maybe due to the labor market - not sure) Its less about customers. I hate writing these negative reviews (especially about a company I've used for so many years) but this was needed. I hope the awareness helps.

This was horrible experience for a long term customer (or for anyone). The lack of cleanliness of the vehicle should have been acknowledged but wasn't. The over charge was not necessary. Lastly the condescending manager said I was being picky. Yes, I admit when it comes to my health and where I spend my money - I am picky. Such a frustrating and disappointing experience.

Monica Shepard
469.334.9484