My complaint:
Rental car incurred flat rear passenger tire. Roadside service did a great job at site. Gentleman who changed tire with spare noted tire previously incurred a flat from most likely previous driver. Gentleman noted a plug in tire to repair previous flat, which had gone bad. Called Enterprise to inquire on swap out of car since I was informed car could not be driven more than 50 miles with current spare on car. I inquired on location where I could swap out rental car. Informed I could swap out car at Pensacola Air Port. I was informed they may not have a car exactly to match what I was driving, but that I could swap out with another car and cars were available. I went to Pensacola Air Port. No one at Enterprise counter. There was a sign, which read: Temporarily away, please see our partner either National or Alamo car rental. I am renting a car since mine is in the shop due to an auto accident and my auto insurance is paying to cover cost of rental. I didn’t know if National or Alamo would know about swapping out a car due to mine being rented for insurance reasons. I called Enterprise and spoke with a company rep. After explaining why I was swapping out car and that I currently have a rental car with Enterprise, rep stated he would need to transfer me over to another rep who handles reservations due to insurance reasons. Call got dropped during transfer. I called back Enterprise and immediately asked to be transferred over to individual who handles rentals due to insurance reasons. Rep asked if I needed a car or do I currently have a rental car. I stated I currently have a rental car. Rep stated previous rep was incorrect and that I didn’t need to talk to anyone else, that it was a swap out and he could have helped me. Rep stated National car and Alamo car rental can assist me. I went in and waited probably about 20 minutes to speak with rep at National car rental. I explained what happened and rep stated that neither they, Alamo or Enterprise had any rentals. I explained Enterprise rep stated they did have cars, maybe not exactly what I was currently renting, but definitely had rentals. Rep stated there were no cars and that I should go back to where I initially rented car. I asked the rep, has this ever happened before, that is someone gets a flat, takes it to one of those dives in town and just have them plug the flat. Rep stated it happens all the time. Just glad I wasn’t stranded in no mans land. Bad communications all the way around.
Suggested solution:
That is a really good question. Communications are an internal fix and no customer can adequately address a solution on how a company can fix their communications. Your folks were empathetic and did understand and did the best they could considering this was all caused by a previous customer deceitfulness.
