UPDATE (9/22/11): I have to say this for what it’s worth. I just checked my financial statement, and I was charged about $13 less than the original rental price. I’m not sure if Enterprise read this or they just felt bad. Either way, $13 discount is better than none š
How do I start this? How about I begin by saying, “Don’t expect Enterprise employees to be consistent over the phone!” One employee says one thing, and within a matter of minutes, another employee (or sometimes, the same employee) says something else, completely contrary to what you were told.
August 30, 2011: I called Enterprise (1-866-304-7681) to see if I could use a $40 e-certificate from Discover for a weekend rental. I was skeptical because the coupon said that it cannot be used with other promotions, and that’s why I called Enterprise.Ā I gave theĀ representativeĀ the dates (9/3/11-9/6/11). The representative quoted me a price ($19.99/day), and said that I could use the e-certificate. I asked if I could make a reservation online and still use the e-certificate. The representative told me that I could use it online also for the $19.99/day price. So, I bought the $40 Discover e-certificate for $20.Ā I like you Enterprise.Ā You always have the best prices.
September 3, 2011: I am at the local Enterprise office with the e-certificate. The employee at the desk said that their system wouldn’t accept the coupon because I was getting a weekend special price ($19.99/day). So, I called the number on the e-certificate (1-866-304-7681) because I was told that I could use it. The representative that answered the phone this time told me that it didn’t make any sense and that the local office should let me use the e-certificate. So, I asked the phone representative to talk to the employee at the desk. So, they talked, and the call was transferred (to a manager, I guess), and they said that I cannot use it! So, I called again, and the representative who answered this time said that I cannot use it. I asked if I could talk to a manager. “No.” I asked where do I voice my complaint. “We don’t have that option.” I was so frustrated. I bought this coupon because I was told that I could use it. That’s $20 wasted, since I may not rent again before the coupon’s expiration date. “We’re sorry, but you cannot use the e-certificate today. Have a good day.” I hate you Enterprise.
Will Discover refund my $20 for the coupon? I called Discover, and they were kind enough to refund me. I like you Discover. I don’t mind paying regular price for rental, and that’s what I did, because I needed the rental. I just didn’t like how Enterprise promised me something, but didn’t honor their word.
I usually don’t write a post about customer service, but this was so bad that I wanted to vent about it somewhere since the representative said that they don’t take complaints. Why? Maybe, it will get their attention. Maybe, it will compel them to take responsibility. Maybe, it will change (for the better) how they treat their customers in the future. Maybe, if nothing else, I will get an ‘approval nod’ from fellow customers who have had a bitter experience with Enterprise’s customer service on the phone.
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