Complaint: Truck unavailable twice after being told it was there.

on 31 August 2021 about Enterprise Rent-A-Car in category Rental Services

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My complaint:

We reserved a vehicle for approximately for two months. After renting the vehicle we got a flat tire and we called for service. It took a day for them to locate someone to come out and repair the flat. And then when the service person tried to get the tire off, he stripped the lug nut on the vehicle. Then someone from Enterprise called and stated that they would switch out the vehicle since it was stripped. They then told me that there was a truck waiting for me in Jacksonville since we had the rental there. Then that Monday I arrived at Enterprise, only to be told that there wasn’t any reservation and that they did not have any vehicle for me. (This is after I drove to another city to get this switch out done), then the representative said he would look for another vehicle and call me when one was available. I gave him my phone number so he could reach me. He never called. Three weeks later I then received another call from Enterprise stating that they had a reservation for me in Jacksonville il and a reservation in Springfield Il. I told them yes but couldn’t talk at the time but will switch out the vehicle since we have an reservation. I also told him yes should have the two reservations because I was renting another one for another area.
So I first went to pick up the vehicle at the Springfield location which they had ready for me. And they also stated that there was another reservation for me and i told them yes and I was headed to Jacksonville after i got done over in Springfield. Once i arrived at the location in Jacksonville they again told me that there wasn’t a vehicle reserved for me and that they do not have a truck or anything for me to switch out.

0 0 votes
Justified complaint?

Suggested solution:

They should coordinate with their stores to make sure all customers are not making unnessary trips to them. There is also a break down in communication within there company as to who provides service etc.

To specifically resolve my complaint is to have them deliver the vehicle and switch it out with the other one.
Not me having to drive to Jacksonville IL to do a switch out once again.

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