ENTERPRISE. MY COMPLAINT. NEVER USE:)

Hi Steven

I'm hoping an email will help remedy this issue.
If you could please cc Raylee
as well as Demetrius Flagg if possible, that would be much appreciated.
I would like to but do not have their emails.
Demetrius is now at the los feliz/ silverlake location.

So in short Here is the synopsis:

Mid August of 2008 My car broke down.
I was directed to the Enterprise on 990 N. Vine ST. (323-460-4100)
I rented a Prius.
On my way out of town, i was called by Demetrius Flagg
I was told if i were to bring the Prius back I would receive 2 free days in an intermediate vehicle with a free tank of gas.
Because I frequently travel, I felt this was a great deal.
I asked if i could use it at another location.
I was assured that it would be fine and the vine location would be billed.

My first attempt to use this coupon (which was written in Demetrius writing on a business card)
I went to an airport. I was told because they were at the airport it would not be redeemable.
I was told that i could use it at another location.

I again tried to use the coupon while in Los Angeles on business.I was told they would need to talk to the other branch to appropriately bill the location. I was told they were waiting to hear back from the direct manager for the area. After a few days i called back and said i no longer needed the vehicle. it had taken too long for them to get a response to properly bill. They apologized and suggested I call a few weeks before i redeem the coupon.

I had another last minute business call, this time in Santa Barbara. I called the Santa Barbara Branch. They were able to get a hold of the Vine Branch. we went ahead and made a reservation however when i got to the location they said nothing was fully approved. They hoped it had been but were unable to reach the manager at the Vine Branch. Thankfully Santa barbara is my hometown i was able to work something out for transportation through family. I asked again what I could do. They said they would notate it in the computers and in the future i would not have to go through this again.

Which brings us to this last weekend.

I had my coupon and called the Vine Branch. I spoke with Raylee who had said it was fine. Just bring in the coupon and have them call her. When i talked to Raylee she noted the SB branch had noted i used the car for a day, which was not true. It was an old note but was never used. Raylee and i worked it out and i was very appreciative.

I called the nearest location in Santa Monica. I had a wedding to be in and really didn't want to have to go through the entire story AGAIN. I asked for the manager and Patrick said he was a manager and would be happy to help me out. I explained to him the situation and he was very helpful. I told him i spoke to Raylee and he would need to call her. I told him she had let me know it would be fine to bill their location as long as i bring in the coupon, it would be no problem.



With my reservation, i was ready to go, with confidence i called to be picked up. I was told to call previous to being picked up because of how busy they were. I called at 1:17 ( i only remember because i set an alarm) as said, they were busy and would pick me up in 30. This was fine however it was 45 minutes, and i will blame myself for cutting so close, however i at the time was relaxed feeling assured everything was taken care of.

I got to the branch at 2:10. ready to get in the car and hit the road.
I gave them my licence credit card and coupon.
i was told "you can't use this" I said i had spoken to Raylee and it would be fine. they just needed to bill that location.
I was told again "well you can't do that"
I let them know i talked to a manager at that specific location as well as Raylee.
The assistant manager shook his head and said , "no you didn't"
I am a fairly patient person but that really turned me for a loop. ( as a notation of customer service..don't tell me what i did or didn't do please)
Steven was helping another customer and came to the rescue and asked who i spoke to
Apparently Patrick is "in training"

i absolutely needed a car. it really put me in a predicament. I was in the wedding still not dressed. and still 2 hrs out with the wedding beginning at 5, me needing to be there at 4: but allowing 4:30.

I was told i would have to be billed. Steven said we would be able to figure this out monday morning.

we got to the car, and there was not enough gas to get me to santa barbara. thankfully i was given a new car with a full tank of gas (thank you! finally! customer service!)

igot to the wedding was late and half dressed (literally being zipped before jaunting down the aisle) but made it...stressed.

I called Steven early monday morning in hopes of situating everything before getting to the location in Santa monica.
He assured me we would situate everything once i got to the branch. I also called to see if Raylee was available but she was not, so Steven said that was fine, we'd just talk once i got there.

I arrived at about 12:30 and nothing was resolved. I was told my credit card would still have to be charged but if the other branch was willing to be billed i would receive a refund back on my card.

In simple....i need a refund. I don't know who has to do what but i've done my fair share of research and running around, being filled with hope and than disappointment. This time it really turned me around.

REasons a refund is necessary:
*Because you had an "in training" manager who ASSURED ME this would not be a problem, it should be a no problem situation. I had a verbal and written contract, both of which have not been executed. not my problem.

*because i was told i could use this at another location. had i known it would be such an issue that i would have to rent and return all the way in hollywood when i'm mainly in sm and sb, i would not have taken the coupon.

*because this is absolutely ridiculous. I understand you have your rules, standards, protocol , and so on but i also know there are exceptions. This case is that by definition.

*because I'm told one thing and given a mouth full of something else.


I hope this finds you well and in better help of consistency for your business, for both present and future employees. I however, will no longer be an Enterprise renter, nor will my affiliates. Better fortune to you in the future.

Thank you

Lisa Goe


P.s i am more than willing to send you the actual card once my refund is fulfilled or once you receive it refund me the full amount. I don't care about this coupon i just want it to be used. and done with.