All reviews of Neal Evans
Review about: Enterprise Car Rental
Large SUV
So, this is day 6 of my initial issue and no one has called me yet. Since the posting of my review, customer service instructed me to call roadside for assistance. They were not able to assist me at all. I am really struggling to understand why no one has reached out to me yet.
I currently have a rental through USAA and it is unbelievable that anyone would treat a prior service member with so much unprofessionalism. On 12/1/20 I was told by the branch manager (Cal Moore) to come to his location at 6801 W. 95th St. to pick up a vehicle. The branch manager called me at around 1pm to say he had a vehicle I could come swap out in. I arrived at 3pm and the vehicle was no longer there. He had rented it out to someone else. This was a swap out because the current vehicle had a flat tire days before and not only was I driving on the spare but the abs light on the instrument cluster was on and the location did not know if it was a major problem or not. So, I wanted to swap out the truck in case it was more serious. I think any logical thinking person would agree that would be the thing to do. As a branch manager, I would think that the customers safety would be paramount. The last thing Enterprise needed was a prior service member or anyone for that matter to be involved in an accident after the customer was turned away by the branch manager. Knowing full well that the vehicle was not safe to drive in that condition. But, nonetheless, that is exactly what the branch manager (Cal Moore) did. This is the worst customer service experience I have ever had. The branch manager was rude, disrespectful and unprofessional. Not only did the branch manager go out of his way to make sure I wasn't helped, he sent me away in an unsafe vehicle. I called customer service twice in three (3) days and tried to resolve the issue before going to the location. So, this issue is quite documented. The branch manager lied to me and offered absolutely no assistance. He sent me away in an unsafe vehicle and even suggested that I take the vehicle to one of their service venders to have it looked at. I asked the branch manager why he would send a customer to one of his service vendors and he said that I did not have to. So, I had no choice except to leave his location in an unsafe vehicle. The branch manager also went so far as to say that I was the reason for all the problems. Which I am not. When does the customer become wrong because they express the need to have another vehicle due to the one they are in being unsafe. The vehicle I was in came from that location. I wanted to swap out of it. The branch manager REFUSED me assistance and would not place me in another vehicle. Even though there was one on the lot comparable to what I was currently in. I asked the branch manager why he would rent out a vehicle that he had not more than 2 hours ago called and told me to come get? The first thing he said was that it took me too long to get there. Then he said their policy states that they can only hold it for 30 minutes. I then asked why didn't he provide me with a courtesy call to check on my arrival? His response was that he didn't feel he needed to. I was late and that was my fault. He said that I was the one being unprofessional by being late. I honestly could not believe my ears. This was coming from a branch manager. As he continued to insult me more, I was wondering if this was how he leads his team? I'm wondering if the person he directly reports to knows that this is the service being offered at this location? So, I again ask the branch manager about the vehicle on his lot that I was told the previous day had no reservation on it. He said it wasn't available. I asked why? He refused to tell me. Surely it wasn't being held for someone. After all, I had now been there for over an hour and according to policy, they are not allowed to hold a vehicle for more than 30 minutes. I was told that this was not his problem. It was mine and I would need to figure out what to do. I desperately need someone to reach out to me. I would like to speak to his manager. And, if that person cannot help me, I need to speak to someone higher up. I will not stop until I get a response. Thank youReview about: Enterprise Car Rental
Large SUV
I currently have a rental through USAA and it is unbelievable that anyone would treat a prior service member with so much unprofessionalism. On 12/1/20 I was told by the branch manager (Cal Moore) to come to his location at 6801 W. 95th St. to pick up a vehicle. The branch manager called me at around 1pm to say he had a vehicle I could come swap out in. I arrived at 3pm and the vehicle was no longer there. He had rented it out to someone else. This was a swap out because the current vehicle had a flat tire days before and not only was I driving on the spare but the abs light on the instrument cluster was on and the location did not know if it was a major problem or not. So, I wanted to swap out the truck in case it was more serious. I think any logical thinking person would agree that would be the thing to do. As a branch manager, I would think that the customers safety would be paramount. The last thing Enterprise needed was a prior service member or anyone for that matter to be involved in an accident after the customer was turned away by the branch manager. Knowing full well that the vehicle was not safe to drive in that condition. But, nonetheless, that is exactly what the branch manager (Cal Moore) did. This is the worst customer service experience I have ever had. The branch manager was rude, disrespectful and unprofessional. Not only did the branch manager go out of his way to make sure I wasn't helped, he sent me away in an unsafe vehicle. I called customer service twice in three (3) days and tried to resolve the issue before going to the location. So, this issue is quite documented. The branch manager lied to me and offered absolutely no assistance. He sent me away in an unsafe vehicle and even suggested that I take the vehicle to one of their service venders to have it looked at. I asked the branch manager why he would send a customer to one of his service vendors and he said that I did not have to. So, I had no choice except to leave his location in an unsafe vehicle. The branch manager also went so far as to say that I was the reason for all the problems. Which I am not. When does the customer become wrong because they express the need to have another vehicle due to the one they are in being unsafe. The vehicle I was in came from that location. I wanted to swap out of it. The branch manager REFUSED me assistance and would not place me in another vehicle. Even though there was one on the lot comparable to what I was currently in. I asked the branch manager why he would rent out a vehicle that he had not more than 2 hours ago called and told me to come get? The first thing he said was that it took me too long to get there. Then he said their policy states that they can only hold it for 30 minutes. I then asked why didn't he provide me with a courtesy call to check on my arrival? His response was that he didn't feel he needed to. I was late and that was my fault. He said that I was the one being unprofessional by being late. I honestly could not believe my ears. This was coming from a branch manager. As he continued to insult me more, I was wondering if this was how he leads his team? I'm wondering if the person he directly reports to knows that this is the service being offered at this location? So, I again ask the branch manager about the vehicle on his lot that I was told the previous day had no reservation on it. He said it wasn't available. I asked why? He refused to tell me. Surely it wasn't being held for someone. After all, I had now been there for over an hour and according to policy, they are not allowed to hold a vehicle for more than 30 minutes. I was told that this was not his problem. It was mine and I would need to figure out what to do. I desperately need someone to reach out to me. I would like to speak to his manager. And, if that person cannot help me, I need to speak to someone higher up. I will not stop until I get a response. Thank you
So, this is day 6 of my initial issue and no one has called me yet. Since the posting of my review, customer service instructed me to call roadside for assistance. They were not able to assist me at all. I am really struggling to understand why no one has reached out to me yet.
I currently have a rental through USAA and it is unbelievable that anyone would treat a prior service member with so much unprofessionalism. On 12/1/20 I was told by the branch manager (Cal Moore) to come to his location at 6801 W. 95th St. to pick up a vehicle. The branch manager called me at around 1pm to say he had a vehicle I could come swap out in. I arrived at 3pm and the vehicle was no longer there. He had rented it out to someone else. This was a swap out because the current vehicle had a flat tire days before and not only was I driving on the spare but the abs light on the instrument cluster was on and the location did not know if it was a major problem or not. So, I wanted to swap out the truck in case it was more serious. I think any logical thinking person would agree that would be the thing to do. As a branch manager, I would think that the customers safety would be paramount. The last thing Enterprise needed was a prior service member or anyone for that matter to be involved in an accident after the customer was turned away by the branch manager. Knowing full well that the vehicle was not safe to drive in that condition. But, nonetheless, that is exactly what the branch manager (Cal Moore) did. This is the worst customer service experience I have ever had. The branch manager was rude, disrespectful and unprofessional. Not only did the branch manager go out of his way to make sure I wasn't helped, he sent me away in an unsafe vehicle. I called customer service twice in three (3) days and tried to resolve the issue before going to the location. So, this issue is quite documented. The branch manager lied to me and offered absolutely no assistance. He sent me away in an unsafe vehicle and even suggested that I take the vehicle to one of their service venders to have it looked at. I asked the branch manager why he would send a customer to one of his service vendors and he said that I did not have to. So, I had no choice except to leave his location in an unsafe vehicle. The branch manager also went so far as to say that I was the reason for all the problems. Which I am not. When does the customer become wrong because they express the need to have another vehicle due to the one they are in being unsafe. The vehicle I was in came from that location. I wanted to swap out of it. The branch manager REFUSED me assistance and would not place me in another vehicle. Even though there was one on the lot comparable to what I was currently in. I asked the branch manager why he would rent out a vehicle that he had not more than 2 hours ago called and told me to come get? The first thing he said was that it took me too long to get there. Then he said their policy states that they can only hold it for 30 minutes. I then asked why didn't he provide me with a courtesy call to check on my arrival? His response was that he didn't feel he needed to. I was late and that was my fault. He said that I was the one being unprofessional by being late. I honestly could not believe my ears. This was coming from a branch manager. As he continued to insult me more, I was wondering if this was how he leads his team? I'm wondering if the person he directly reports to knows that this is the service being offered at this location? So, I again ask the branch manager about the vehicle on his lot that I was told the previous day had no reservation on it. He said it wasn't available. I asked why? He refused to tell me. Surely it wasn't being held for someone. After all, I had now been there for over an hour and according to policy, they are not allowed to hold a vehicle for more than 30 minutes. I was told that this was not his problem. It was mine and I would need to figure out what to do. I desperately need someone to reach out to me. I would like to speak to his manager. And, if that person cannot help me, I need to speak to someone higher up. I will not stop until I get a response. Thank you