Got rear ended a while back, and my insurance got me a full sized car from Enterprise. It was a Chevy Impala, not bad but I’m not a Chevy guy. It was also black, which I don’t get. Anyway, the people at the office were very nice and efficient and got me on my way with a quickness. Can’t complain about that.
But this morning I had to call them and complain that a headlight was out. They didn’t have any full size cars, so trading it in didn’t seem to be a problem, but said I could run it by Firestone and they’d replace it for no charge. What they didn’t tell me is that it would take hours.
Problem is, it wasn’t the headlight. It was the wiring. And Firestone couldn’t get a replacement part until tomorrow. So I called Enterprise back, but the local office was already closed. Damn it. I started driving out to the airport to see if that office was open, and tried calling the national number. Getting to a Human was difficult, multiple wrong numbers, wrong transfers and a whole lot later, I pulled up to the Enterprise return lot at the airport just as they tell me to go to the airport. I can’t begin to describe my frustration with Enterprise’s after hour phone service.
I will say that the nice fellow at the office was very quick and efficient, and appreciative of my complete explanation of the problem. I made sure to mention that I’d wasted hours fixing their car, and he politely upgraded me to a full size luxury car. Again, nice fellow and great to work with. But Enterprise’s phone system stinks. Okay, now I know who to call, but that first attempt to get help was terrible. Enterprise really needs to fix it, and make sure their people know how to help callers.
As for Esurance, that isn’t my instance, but the guy that hit me. They have been unresponsive. It’s been over two weeks now, and frankly I’m through with calling them. If they want me to drive around in a luxury car on their dime, I’m cool with it. Although I’d really like to get my car back.