Enterprise Rent-A-Car

I rented a car at the Enterprise office in Auburn Hills MI on 10.23.2015. The staff was very professional and personable. Not only did they give me excellent service; they went beyond the call of duty. I was having a technical problem with my cell phone and they assisted me in solving my technical issue. And with my COSTCO membership, I got a great rental car at a great rate.

A Weekend Getaway. Car Was Ready on Time and was good on gas. Staff was very Friendly and professional.

I had a reservation for a Monday morning (My auto repair shop did it so to be honest I do not know if they reserved it last minute or not). But, I can only write as to my experience, which was highly disorganized and not professional. The Enterprise representative called me about 20 minutes before the appointment, inquiring if I was still going to need a rental. I left a message indicating that I was. Ok, that seemed somewhat last minute… When I dropped off my car on time, the representative wasn’t there. When he did show up, he didn’t even have the car rental! When we got to the Auburn Hills location, I had to wait even longer for them to clean the car!
Enterprise has a calling center that tries to end the call indicating that you were satisfied with the rental. It seems to be part of corporate and not specifically related to this location, though. The representative promised me information via e-​mail as how to redeem what they offered me. It did not arrive.
The way Enterprise handles customer service is confusing. There is a toll-​free number, which directs you to a local Enterprise location. They offered me a deal through their own location. It works for me, since I live in the area… but it is not infrequent that travelers rent cars in locales far from where they live. Maybe they are in need of a more centralized customer service!

Received a Enterprise-​branded poster from my local auto shop for a special daily rate while our car was being worked on. Called this local Enterprise office to book a car using the special rate offered BY Enterprise to customers of this auto shop, and the representative was totally clueless! How can you offer AND ADVERTISE a special rate and have your service representatives be totally ignorant to the details?
The worst part of this experience was that the representative put the burden on me, asking that I call the auto shop that referred us to this local Enterprise for a «code» because nothing was coming up in their system. I’m very disappointed that she didn’t provide normal service by consulting a manager or offering us the rate anyway. There is nothing worse than asking about a special advertised by a business, and the representatives of that business being totally clueless about its existence and how to implement it.
Here is some of the wording of the poster:
«Does your customer need a rental car but does not have rental coverage on their insurance policy? Enterprise is here to help! We are offering great rates exclusive to your shop! Any intermediate or smaller vehicle will be offered to you at a rate of just XX. XX per day! Please call your local office for details at XXX-​XXX-​XXX»
Very disappointed in Enterprise and the training they give their employee’s. Never received this low level of professionalism from Dollar, Hertz, etc.