- They didn't even try to fix the problem they created. Clearly it seems it was all our fault. They don't accept responsibilities for their mess ups.
- The staff does not take responsibility for errors made on the online system.
This is the worst customer service I have experienced in my life. I would rather jump off a bridge than give money to such a terrible company. If I could rate them -100, I would. Here are a few things to think about if you choose to give them your money:
The good:
- There is an ever-changing cast of characters. It seems that I can go back a few months after my last visit and every employee who was there last time is gone. Don't know whether that's the norm in the business, but it doesn't give me a good feeling about employee retention.
So, I just rented from Enterprise again after my prior review (below). This time, great service, prompt, and great car. Looked like a completely different staff than the people that were in the office during my prior bad experience from June. This experience was much, much better.
- The staff does not take responsibility for errors made by the phone booking service.
- I always have to brace myself for the upselling that goes on. They are trained to be quite assertive about offering extra insurance coverage, roadside assistance, gas, Sirius radio, etc.
Prior review:
Staff was very helpful and accommodating! I was late for my reservation and ended up needing a last minute pickup, it wasn't a problem, they sent someone to come get me. The driver, I don't recall his name, was incredibly friendly. I didn't realize that there was a deposit, but Brian at the front counter worked with me to adjust my reservation to make it possible for me to rent a car today. He was very kind, knowledgeable and willing to answer my millions of questions!
I've been a fairly frequent customer here over the past few years. I don't have much experience renting cars other places, so I don't know how this place compares to other car rental places.
- I like the online reservation system.
- Giving money to this company is probably the worst investment in customer care, you can tell the company does not train their employees to ensure it follows through with it's reservations; and disregards the consequences on someone's life.
The not-so-good:
UPDATED review** 12/12/17
I've rented several times from several branches of Enterprise with really mixed outcomes. Unfortunately, it's the only place near me. The last time I arrived with a reservation (June 2017) and no cars were available. I had rented an SUV as I was driving 10 hours up north to help my mom move some things and they kept trying to talk me into a pickup truck, even though I repeatedly stated I did not want one and had reserved the SUV for a reason. The staff kept handing me off to different people and I kept having to explain why I was there - when really...what??- Eventually they found one for me 30 mins after my pickup time. It was chaos in there and several customers were having the same issue. I don't really understand how they don't have cars that your reserved in advance? I've not had this problem at other Enterprise locations.
I was treated as less than human at the Chapel Hill and Durham Chapel Hill location. Clearly my humanity is of no import to these employees and company, they clearly believe it's okay to treat us as less then.
- On my most recent visit I had reserved a car in the Compact category. They didn't have one available, so they gave me a choice of getting a Subcompact, or paying more for an Intermediate car. At previous visits if they didn't have a car I had reserved, they would give me a better car at the same price.
I have never experienced such professionalism and joyful employees when renting a car. To say this Enterprise was 10 stars would be underselling them. From Chelsea to Matt to Devin and others I really felt valued as a customer. I will definitely be using the Franklin St Enterprise for all of my rental car needs!
- Both online and phone service do not sync to the car availability at the location, so when you show up at the time you were told, no cars are available. I made a reservation at the Durham Chapel Blvd location, who then called and tried to cancel my reservation without helping me fix the problem. They said it was an error in the system. They tried to hang up on me without helping me find another car at the same price. I called back and asked them to help me fix this problem by calling another lot, with the same issue. They recommended we call the Chapel Hill location, which we did, and were told a car would be available at noon. We drove all the way there to be told there were no cars on the lot, there was an error in the system, when we had called less than 30 minutes before hand and were specifically told there were cars on the lot at this location. At this point we're beyond frustrated, which apparently gave one of the employees reason to treat us as less than dirt. I've received some bad customer service in the past, and what I experienced interacting with an employee at this location is by far the worst human being ever. The lack of empathy to the problems that have been caused by this company is mind boggling. Thank you for treating and making me feel like I'm not worthy of respect as a human. Also, I do want to add the bad treatment at the Chapel Hill location came from a white male, which to me screams white male privilege at it's best. Just because I'm a female doesn't mean I deserve to be treated this way. As a female, I felt threatened by his assertiveness in denying me the basic human respect any human should deserve.
- So, unfortunately, both enterprise companies, Chapel hill and Durham Chapel Road locations didn't take responsibility for cancelling our reservation and providing us with another option leaving me stranded.
- I have never had an interaction where an employee here was rude or unpleasant. They really make an effort to be polite and positive.
All in all, I'll continue giving them my business because of the courteous staff and the convenient location.
Enterprise Rent A Car is a US Car Rental based in Chapel Hill, North Carolina. Enterprise Rent A Car is located at 1400 E Franklin St, Chapel Hill, NC 27514, USA.
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