Subject: Medford Oregon Location Will Not Have a Car Waiting for You as Promised.
My Name: Diane
My City: MEDFORD
My State/Territory: OREGON
Country: United States
My Complaint Against: Enterprise Rent-A-Car
Complaint Category: Automobiles
Claim Amount (Approx.): $50
My Complaint Description:
My husband and I reserved a rental car from Enterprise on April 19, 2016 to be picked up on June 21, 2016 at 11:00 in Medford, Oregon. A Toyota Corolla or similar. We were driven to Enterprise by a relative on June 21, 2016 and arrived at Enterprise at 12:15 to pick up the rental. Derek ** printed up the rental agreement and said it would be a little while as they were getting a car ready. We waited awhile and were then told it could be an hour or more as there was another customer ahead of us. I asked if there was even a car at the location and was told no.
The relative had an appointment and I asked if they could deliver a car to our Hotel in Ashland (we would get a ride to the Hotel with the relative). I told Derek they had made inconvenient for us and that was the least they could do. When you make a reservation, that's what it means. Reserve. Derek acted like it was no big deal and so did Mike the Manager. Derek said no and I told him to void the contract and I would go back to the Airport and get a car from Budget. Derek then said, yes he would. I said we needed the car by 4 O'clock as we had plans to go to a concert. Derek said that would be ok. We were driven to the hotel and waited until 4:30 and still no car.
I called Derek and he said he had been at the Hotel to deliver it and we weren't there. I said no way as we had been waiting outside our room the entire time. I said, "Why didn't you call as you had my number" and he didn't have an answer. I said, "We are going to have to rely on a cab to get us to the concert on time." Derek then said he would deliver it at 8 o'clock the next morning. No car came at 8 o'clock and I called him and left a message. I then received a call from Mike the Manager saying Derek had the day off. Mike said he would send a car and tried to cover up for Derek. Mike delivered a Ford Fiesta after 9 O'clock.
We then proceeded out of town and my husband says it smells like dog. I took a picture showing white hairs. We rolled the windows down and air it out for awhile. The whole process was frustrating and not how we wanted to start our vacation. It was upsetting to our relatives who had to go out of their way to accommodate us. Derek should be reprimanded as lying shouldn't be tolerated and not following through with an agreement. We were given a credit as we hadn't received it in time and were told the actual bill would be $200.00. The actual charge to my account was $250.00.
I have used Enterprise before and never a problem. I heard from others this branch always promises and never delivers. I hope this doesn't happen to other upcoming vacationers as you don't need the distractions when traveling.