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Old 08-15-2007, 06:12 PM   #1
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Location: Kalamazoo, Michigan
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I wanted to let everyone know about a problem we had with Enterprise in Traverse City. About 4 weeks prior to our trip to the area I reserved a car through Enterprise. After reserving on the web, I called the office directly to make sure they could honor the confirmed reservation and to arrange for a pick-up at the RV park (Traverse Bay RV Resort) when we needed it. We were arriving on a Friday and needed the car on Saturday, arranged for a 10:00 a.m. pickup.

Two days before the trip I again called to confirm the rental and the pickup and was told that all was well. I called one last time on Friday evening and again all was confirmed.

I waited at the pick up location at the appointed time and received a call on my cell phone from the rental agency. I was told that NO cars were available and that they could not honor the confirmed reservation. After the immediate shock and visions of a completely ruined vacation, I was told that many of the cars that were out were extended by the renters and they had nothing to honor the reservation.

As shock turned to anger I asked what they could do for me. Basically I was told there was nothing. I walked back to the RV and broke the news to my wife, neither of us had ever experienced this before at any rental car agency. We have had situations where they ran out of the size we rented and were upgraded, but never told a CONFIRMED reservation could not be honored at all.

I called back and insisted that they do something to honor the reservation. They told me that they had ONE fifteen passenger van on the lot that was available. Figuring it was better than trying to us the motorhome for sightseeing we accepted it - but I demanded it at the same rate for the compact we had reserved.

After I was picked up (an hour and a half later than expected), I was signing papers in the office and overheard them trying to explain to a young couple why they had nothing to honor their reservation. That couple was to pick up a car to use on their honeymoon as they were getting married that evening. Apparently there were many dissappointed renters that day.

Upon returning the van on Tuesday the manager appologized all over the place. To their credit he voluntarily erased one day of charges which helped to ease the blow.

I didn't intend this as a rant, but a warning to any who might rent at that location. They are the only agency in the area that will deliver a car to the campground.

What I don't understand is why they would allow someone to extend a rental when the car they had was reserved and confirmed to another reservation? I am also sure they saw this coming on the day before, why didn't they arrange for other vehicles to be brought in from Petoskey or Cadillac to honor their reserevtions?

Those questions will probably never be answered satisfactorily. We have rented from Enterprise locations many times in the past, as well as from many other companies, and have NEVER been told a confirmed reservation could not be fulfilled. Again, this is just a heads up for anyone renting from that location. Check and double check to make sure you have a car when you need one.

I was going to wait a few month to retirement before we found a car to tow. Maybe I should move that up a bit. Sorry for the length of this post, but I DO feel better now.
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Old 08-15-2007, 06:12 PM   #2
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I wanted to let everyone know about a problem we had with Enterprise in Traverse City. About 4 weeks prior to our trip to the area I reserved a car through Enterprise. After reserving on the web, I called the office directly to make sure they could honor the confirmed reservation and to arrange for a pick-up at the RV park (Traverse Bay RV Resort) when we needed it. We were arriving on a Friday and needed the car on Saturday, arranged for a 10:00 a.m. pickup.

Two days before the trip I again called to confirm the rental and the pickup and was told that all was well. I called one last time on Friday evening and again all was confirmed.

I waited at the pick up location at the appointed time and received a call on my cell phone from the rental agency. I was told that NO cars were available and that they could not honor the confirmed reservation. After the immediate shock and visions of a completely ruined vacation, I was told that many of the cars that were out were extended by the renters and they had nothing to honor the reservation.

As shock turned to anger I asked what they could do for me. Basically I was told there was nothing. I walked back to the RV and broke the news to my wife, neither of us had ever experienced this before at any rental car agency. We have had situations where they ran out of the size we rented and were upgraded, but never told a CONFIRMED reservation could not be honored at all.

I called back and insisted that they do something to honor the reservation. They told me that they had ONE fifteen passenger van on the lot that was available. Figuring it was better than trying to us the motorhome for sightseeing we accepted it - but I demanded it at the same rate for the compact we had reserved.

After I was picked up (an hour and a half later than expected), I was signing papers in the office and overheard them trying to explain to a young couple why they had nothing to honor their reservation. That couple was to pick up a car to use on their honeymoon as they were getting married that evening. Apparently there were many dissappointed renters that day.

Upon returning the van on Tuesday the manager appologized all over the place. To their credit he voluntarily erased one day of charges which helped to ease the blow.

I didn't intend this as a rant, but a warning to any who might rent at that location. They are the only agency in the area that will deliver a car to the campground.

What I don't understand is why they would allow someone to extend a rental when the car they had was reserved and confirmed to another reservation? I am also sure they saw this coming on the day before, why didn't they arrange for other vehicles to be brought in from Petoskey or Cadillac to honor their reserevtions?

Those questions will probably never be answered satisfactorily. We have rented from Enterprise locations many times in the past, as well as from many other companies, and have NEVER been told a confirmed reservation could not be fulfilled. Again, this is just a heads up for anyone renting from that location. Check and double check to make sure you have a car when you need one.

I was going to wait a few month to retirement before we found a car to tow. Maybe I should move that up a bit. Sorry for the length of this post, but I DO feel better now.
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Old 08-16-2007, 01:15 PM   #3
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Tom

I can feel your pain. You would think after all the calling you did, that someone would have told you ahead of time or do something about the mix-up. This happened on our honeymoon many years ago in the Bahamas. We called to get out car and they said he had our rsvs but they were busy and asked if we could call back later. Later I called and he told us he did not have our car or rsvs. We spend a week on the island driving in a taxi and buses. Cut our visit short by a week and came back to the states and had a good time in Key West s/Toby
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