Car reeks
I picked up a vehicle early today. It smelled a bit like cologne but wasn’t terrible. I drove it about 5 minutes, parked it, and it sat in the sun. When I got back in, it reeked of cologne. Headache, sore throat, it is so strong it’s like trying to concentrate on a task in a room of screaming toddlers. It’s awful.
I called customer service. They stated to take it back and swap it. I went back. They were out of cars.
I called service again. They “verified” a car was available at a location 20 mins away. I went. They did not have a car. He told me to call a third location.
I called the 3rd location. The manager happened to answer. He assured me that they had something. When I arrived, he told an employee he thought they could “stick” me in something. The employee said “we don’t have any, they’re all going out on Friday.”
When I told the employee that I’d followed Enterprise’s instructions to the letter, he told me “truth be told, you’re not actually our customer.” I reminded him that I was, in fact, his customer, he backpedaled and attempted to make the situation correct because that is, objectively, no way to talk to a customer who is merely seeking assistance.
He scrounged up something, it was dirty, he had to clean it, and when we started moving my stuff to the new car we realized that it was way smaller. Not enough room.
I asked him if the original could be o-zoned. He said “I have one, but we’re closed now.”
I called customer service. I was triple promised there would be a car for me at the airport. So I drove there, and, big surprise: no cars. The manager spent more time complaining about Enterprise’s customer service team: “We all say stuff about it. No one listens. They hire a bunch of people who work from home for $30,000 a year and don’t know anything.” I don’t care. I just needed a solution. She got mad at me when I said that was not helpful and what I needed. She reiterated there were no cars and I left.
Other things I heard from customer svc: “we can send a crew to neutralize the smell, they can just come overnight.”
I called customer service. I was told to call roadside assistance. They suggested getting the smelly car towed lmao. They sent me a link to get an uber back to the airport for a 3:30 am pickup (since it was escalated there will be a car there for you, he said. Another lie).
I was told to call roadside assistance every hour for updates. Each time I called I got different answers. People literally made answers up on the spot.
I have been lied to. I’ve been treated poorly. The car is unusable. My trip is being delayed a whole day because I have to leave at 4am to arrive at a reasonable time after a 15 hour drive. Now I am in no shape to make that drive so I’ll delay. This is the 3rd time Enterprise has messed up, but this was an epic failure. No one believes how bad the car smells and the one person from enterprise who sat in it pretended he didn’t smell it. My neighbor smells it, my spouse smells it, my hallway smells like it because it stuck to my clothes and it is wafting from the laundry room. It’s vile.