This is a long overdue review for a terrible experience I had at this Enterprise location and the subsequent careless customer service I received from the corporate office.
I had made a one-way reservation over Thanksgiving, picking up here and dropping off in Detroit. I called the manager to tell him that my flight to Chicago had been changed and I would be getting in after the location closed on the day I was supposed to pick up my rental car. He said it wouldn't be a problem and that he could hold the car overnight so I could pick it up the next morning, just to call and remind him the day of my flight. When I called back to remind him, he told me he "wasn't sure" he could keep my reservation anymore since "it's Thanksgiving" and they were going to be sold out. Then what good is a reservation for? And more importantly, what good is the word of the manager who promised me it wouldn't be a problem?
He told me to call back the next day when he might be able to get us a car... we called multiple times the next day and each time were told that he was still unsure if we'd be able to get the car. Finally, we had to leave Chicago to get to our family for the holiday and ended up having to book very expensive train tickets (luckily there were still a couple available).
Since then, I've tried calling Enterprise corporate multiple times to attempt to get some form of compensation for their mistake, and each time I'm told that the regional manager will call me back since corporate cannot handle regional complaints, which now a month later has still not happened.
I have been a fairly loyal Enterprise customer for some time now, but will not be renting from Enterprise anymore. I understand that the manager was put in a difficult situation on a holiday with not enough cars, but if I'd be wary of renting from here since they seem to not be able to hold all reservations, and furthermore will do nothing to make up for their mistakes.
I rarely write negative reviews, but this was just such a frustrating situation that I couldn't restrain myself.
7 years ago (22-12-2017)
I wish I could've given this location negative stars because the branch manger Juan provides horrible customer service! I completely agree with the other review commenting on how they felt descriminated against since my mother had the same type of experience. For one the staff would not pick my mother up from her job which is literally 5 minutes away from this location. She ended up having to take a cab. Then when she got there she was of course not given the option to accept the damage waiver but it was just added to her contract. For two she ended up needing to keep the car for longer then the weekend and asked for her rate be changed to the weekly rate, Juan told her he couldn't do that and that she would have to pay the daily rate! Which of makes no sense! My mother also asked for her rental contract to printed out he told her that he couldn't do that either. Lastly, he left a very rude voice claiming to call the authorities on her for payment when she told the other girl what time she would be up there. I know as a part of enterprises mission they pride themselves on how great their customer service is but this location does not live up to their end of deal.
7 years ago (30-09-2017)
Excellent Service, picking up & dropping the car was quick, I was in & out in max 15 mins. They picked me up & dropped me on time from where I requested without any delay. They have a nice selections of car & they are well maintained not a single issues faced through out the whole rental period.
7 years ago (10-07-2017)
PATHETIC customer service and probable disability discrimination. Was all booked for a week-long rental, requested a car with hand controls, called the agency to make sure they had the car with hand controls.
Yes. All was set. And, thought everything was fine. But, then I showed up and was DENIED my rental because they don't take "debit" cards...even though my debit card can also be processed as a CREDIT card, because, as I pointed out to them, it has a VISA logo on it. But, they wouldn't process it. Whoever was working at the Enterprise counter inside the Hyatt in Deerfield, IL should be FIRED. Won't be going back to THIS location for a rental short of a FREE rental for a WEEK, like I had intended today.
7 years ago (05-07-2017)
This location never fails to provide fast, friendly and professional service. I rent for business and personal use regularly. I could just as easily use a location in downtown Chicago, but I prefer this location over the rest. The manager Nick always goes the extra distance. If you need a car for personal or business use put their number in your cell phone.
