Worked with my EA to adjust the reservation start time on the fly, had the vehicle ready to go upon arrival, really quick turn in at completion.
I am a frequent renter from the La Plata Enterprise and they always give me outstanding service.
I have been a customer of Enterprise for ~15 years, primarily due to my parents using Enterprise as their rental car service as I was growing up. I have always enjoyed my experiences – both w/ the vehicle & the customer service.
Vehicle was clean and well maintained.
My rental car was ready when I got to Enterprise. The car was neat and clean. The manager, Charles, was very friendly and efficient. No fault of Enterprise but the car smelled faintly of cigarette smoke when the AC was first turned on. I wish people would heed the rules when renting a car.
Today, I received the automated email asking for my feedback from my recent experience & sadly, I cannot say that this experience was anywhere near as great as my past rental experiences. I elected to rent a minivan from Enterprise to take my 2 young children, my parents & my grandmother on a trip to the beach. Last year, I had done the same thing & was given an amazing new, clean minivan w/ all the latest upgrades, so I was excited to rent another one for this trip. When making the reservation, the rep informed me that he couldn’t guarantee that I get a van w/ a TV, which was fine. He did ensure me that the size of the minivans were all the same, which was important to me. On the evening before our departure, I picked up the van w/ only 12 hours until we were set to leave. The branch manager checked out the van: he did the standard verification of identity & ran my card, then handed me the key, his business card & said to have a nice day. I asked about a walk-through of the van (since I ALWAYS had to do a walk-through in the past when checking out a vehicle), he paused a moment, took a deep breath, then said ok & briskly walked out to the van. After a quick walkaround, I poked my head in the front passenger door, expecting him to want to hop in the front & at least check the miles & gas –that never happened. He just said if there were no marks larger than a quarter that I was fine & rushed back in. I drove the van home, went to remove the middle seat of the center row but had no luck & eventually gave up primarily due to how dirty the seat and floor beneath it were (including old food). I figured I would leave the seat there to prevent my 1 & 3 y/o from touching anything gross. I attempted to pop the trunk & the two electronic sliding doors w/ the remote but the button for the trunk didn’t work & continued to not work the entire duration of the trip. The sliding side doors would not open by remote on a continual basis & if the remote didn’t work, then the doors didn’t open, period. When the doors would function, I was in constant fear that my children would get a limb crushed. The doors did have the automatic open capability when it felt resistance, but it took a lot of resistance on my part. At one point, I was worried that my 79 y/o grandmother was going to get crushed by one. The battery died shortly after arriving at the beach. So, the trunk & sliding doors wouldn’t open, which meant that I had to climb in the driver side to get items out of the trunk. I completely appreciate the customer support for their assistance w/ getting someone out to look at the van quickly. I avoided driving or using the van for the remainder of our time at the beach unless absolutely necessary, mostly because I didn’t want it to damper anymore of our trip. When returning the van, I received the same rushed experience, which was fine, since I was in a hurry. While assisting another customer, the branch manager told me that if I didn’t need a receipt that someone could give me a ride immediately, but if I wanted a receipt then it would take a while. I didn’t need a receipt & figured he didn’t bother checking the van out, why worry about having him check it in. When I was walking out, he again cut off the customer he was working w/ to ask if I enjoyed my experience w/ Enterprise & if the customer service was great. I just smiled, waved & said thanks, knowing that if I expressed my disappointment, only then would he give any attention to my concerns and that I would then most likely be late to my appointment. The van itself & the branch manager left a lot to be desired & unfortunately have already made me begin to question my options for next year’s beach trip. Sorry for the long story & thank you for taking the time to read my feedback.
Very prifessional.
Enterprise Rent A Car is a US Car Rental based in La Plata, Maryland. Enterprise Rent A Car is located at 5780 Crain Hwy, La Plata, MD 20646, USA.
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