I know for sure that there is one car rental company I will never go to again, if I can help it. Enterprise rental cars lies, plain and simple. They say "we'll pick you up". We called stranded many miles and miles away from home (one state away) after an evil manhole cover ate a hole in our oil pan. We needed to be picked up, and they wouldn't. We told them the national office said they would. They said they wouldn't anyway.
We got up very early and called, thinking the chances were better we’d get some help. After all, we were in some desperate straights, being from out of town.
The manager at this branch, named Heather, said she was too busy to send someone. Fair enough, I thought. We suggested that we get a cab, and they compensate us. The manager at this particular branch said they don’t do that. After many minutes of discussion, we were told that they don’t do that on Saturday.
We spent 15 minutes disagreeing about something they suddenly never do on Saturday anyway? Does she think I am stupid?
We finally found some complete strangers who agreed to deliver us to the office, where we waited in line for our car. While we waited, Heather looks at the line, addresses us all, and says “Where were you guys at 9 when we opened? We sat here the first hour and half doing nothing”.
At that point, I lost it. When I realized the office was but 8 miles from where were staying I *really* lost it.
They didn’t have 10 minutes to come get us on a Saturday with no one in the office for service, even though we were stranded, national advertising says that “We’ll pick up”, and the national office we called promised that someone would.
I don't really expect them to care. I do expect them make some resolution for this, though. I spoke with the regional manager about Heather lying to us, and not being willing to help us out. I suspect she’s got a new hole in her bottom, if his demeanor is any indication.
And rightly so.