The process was so simple and quick.
Everything went very well
I rented a cargo van to move my daughter back to college. The staff was very friendly. After driving the cargo van a block or so, I noticed the turn signal was blinking very fast which means a burned out bulb. Pulled into a lot to check what didn’t work and discovered I had no brake lights or turn signals in the rear. They hadn’t bothered to check whether the brake lights worked before giving me the van. If I hadn’t known that a rapid turn signal meant a burnout, I never would have known and quite possibly been rear ended. They were unable to provide another cargo van, never offered to check another location, and the whole ordeal cost me three hours of my time. Basic safety practices need to be followed at Enterprise. We could have been killed or injured.
the car broke down while i was driving it. I had to get a tow truck, and me and my wife and two daughters were left stranded in the desert 60 miles from home
Customer Service staff was personable and professional. Brakes felt as if they needed service. Overall, very good experience and pretty good value.
I reserved a cargo van through Kayak totaling just over $150.00 for the two days I needed it. The reservation was made with Enterprise and it was made well in advance of when I needed it. I got a call less than 48 hours before I was scheduled to pick it up saying that they did not have a cargo van available and wanted to know if I would be flexible in taking a smaller vehicle. I explained that I wasn't due to the fact that the space would not be big enough and that the size was the sole reason why I chose the vehicle I did. I let them know that the only option that would work for me, other than the cargo van I had reserved, was something bigger. They looked into an extended roof cargo van and told me that not only could they not guarantee they would have one available but also that the cost of that vehicle would be well over $1,000.00 - it might have even been a couple thousand dollars, I honestly think I blacked out when I heard him say the price because it was SO absurd and such an insanely large price increase from the SLIGHTLY smaller van I originally was quoted $150.00 for. Needless to say, I let him know that was not an option due to the insane price. They said they would let me know "tomorrow by end of day" if they would have the vehicle or not. That meant he would call me around 6pm on Friday when I was supposed to pick up the vehicle at noon Saturday, giving me 18 hours to figure out another option if they were unable to locate a cargo van for my reservation. So I immediately went online and frantically started searching for other options. Now I was left with slim pickings and/or higher costs due to it being last minute. (Also, some options I had previously found before booking through Kayak, had gone up in price as my requested date was now only a 2 days away) Another thing that made my blood boil was the fact that the Enterprise location that had just called to tell me they could not fill my reservation, was STILL showing up on the Kayak website as having an AVAILABLE cargo van for those dates. So not only are both Kayak and Enterprise allowing people to RESERVE vehicles that neither company can guarantee they will have available, but you are still allowing people to reserve them even after you KNOW that you don't have them available. If you know you 100% you won't be able to provide someone with a specific rental request, take it off the damn options list! It's not like I requested a Ford F-150 and I got a Ram 1500, or I reserved a blue car and then was given a red one...this is a change that literally makes my entire purpose for renting no longer possible. What if I requested a vehicle that could seat 7 people, would you give me the keys to a car that seats 5 when I get there? Either way I would like to make a suggestion that might prevent you from pissing off people in the future who try and book using Kayak or Enterprise...why don't you change your booking process so either 1. You can not book a vehicle unless the vehicle can be guaranteed. Or option #2. MAKE IT KNOWN to the customer that they are NOT ACTUALLY MAKING A RESERVATION but in reality, they are simply making a REQUEST for a vehicle and the companies responsible for filling that REQUEST will try their best to do so. The company's inability to fulfill my reservation was, for me, inconvenient, costly, stressful, time consuming, irritating...I could keep going but I won't. To sum it up, I will never use either company in the future and will encourage others not to either. Thanks for a whole lot of nothing but a headache and bad taste in my mouth.
