It was the coldest day of the year thus far (3 degrees) and my van broke down on me. I called my insurance for roadside assistance but waited 30 minutes and no one picked up. I went inside of the service station where I had broken down, and they gave me the number to a tow truck company. I called, they came, picked me up and took me to their shop. While there, what was to be a simple 20 minute ""replace a hose"" job, turned out to be a 3-4 hour busted water pump. The owner was very nice and offered to drive me to an Enterprise location. When I got to Enterprise (Buford Road), the employee stated to me that since I had not been on my new job for 6 months, they could not rent me a car. I called the mechanic and he came right back and got me. I called my ""home"" Enterprise, told them what they (Buford road location) said and Matt said to go to the Arch road location because he would speak with Ryan, the Manager, to get me set up. Matt also stated his location didn't have anyone available to get me at the time because they were extremely busy. So the tow truck driver dropped me off at the Arch road location and left to start the work on my van. When I got there, Ryan, the Manager, stated the same thing as the other location did, ""you haven't been on your job for six months so I can't rent you a car. I was in shock and in tears!! I have rented from Enterprise numerous times so this was mind blowing! I called back to my ""home"" Enterprise and Matt stated that was ridiculous and he would find a way to pick me up to get me situated. While I was there, Ryan and the other employee only offered to call me cab, (mind you, this is a rental car company) and ignored me the whole time. I felt very uncomfortable to say the least. I called back to Matt and he told me that he finally had someone and would send them to pick me up. The driver at the Arch road location, a middle aged lady, asked me if I needed a ride anywhere because I looked like I was having a bad day. I hadn't seen her the whole time I was there but the fact that she offered was more than what Ryan and the other guy did. I told her thank you for the offer but someone was coming to get me. The driver arrived and took me to my ""home"" Enterprise. When I got there, the first thing Matt did was apologize for the actions of the other 2 offices. He then set me up in an SUV with a GREAT rental rate and at that point I knew, ""THIS IS WHAT CUSTOMER SERVICE IS ALL ABOUT""!!! I also made the decision to join the ""Enterprise Plus"" program. Needless to say my ""home"" Enterprise at the Hull Street location is my one and only location that I will deal with. I also recommended this to my friends while telling them of the craziness of that day. It's not often that good news travels as fast as bad news but I did my part in making those I know aware of how 1 company can have different locations with different experiences.
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