Enterprise Rent-A-Car

Poor customer service and lack of communication! I reserved a larger size SUV from Elkins Park, PA location approximately 30 days prior to pick up date. I called to confirm rental and fees after initially booking. As the date came closer, I called again to assure the rental was available because I have 3 other passengers depending on me for transportation this week (business).
Upon this last confirmation call, I was informed by the manager of this location, Charles that there was a $ 15 pick up fee applied for picking vehicle up the evening before the scheduled reservation. Excuse me? When was this instituted? Charles replies, I’m not sure. I believe its within the past 6mos or so? In my mind, I’m thinking… I need to check the validity of this info.
A call was placed to Enterprise Corporate Office in Wayne, PA. I was greeted by Mazar, a representative. I explained my concern of not being informed of this ‘additional fee’ at the time reservation was made. Does this fee even exist? Is this a legitimate fee? Mazar sounds rather unsure and has not heard of such a fee. Due to the hesitation in the tone of his voice, I requested his manager or supervisor. I’m told her name is Ann Marie (no last name). She was unavailable at that time but he would be sure to give her my information and have her contact me regarding the issue. Of course, Mazar returns my call. Why is he calling me back? I specifically asked for his manager/​supervisor to call me. Hmmm… looks like a supervisor from Corporate is too busy to deal with this trivial issue and speak directly with a customer. When you contact Corporate, you expect to speak with the appropriate persons and have the issues resolved. Particularly when I requested a manager/​supervisor return my call! Mazar, the messenger informed me that Ann Marie said, a manager can implement that fee at their discretion. Did Mazar make this up? Does Ann Marie exist? Shady!
Needless to say, I’m not pleased. there isn’t anything in writing and any manager can implement a fee at their discretion? Specifically, when I wasn’t informed of this fee at the time my reservation was made. I have been doing business with Enterprise for over a decade and this is how they treat repeat customers. Its all about the money, after all its a business.
Lastly, Madeline called us the next day from Elkins Park location and wanted to know if we were happy with our rental. we were disconnected so I called her back (caller id). I was told she’s with another customer and would call us back. I left my name and contact info. You guessed it! No call !!
This isn’t so much about $ 15. Its more about customer service with a company you’ve been doing business with for over 10 yrs (various locations) and properly informing the customer about extra (start up or early pick up) fees. Its more about the principle and lack of outstanding customer service. I would have gladly paid the fee IF I was informed at the time of the booking.
Upon returning the vehicle an hour after opening on a Monday morning, their computers were down and they could not check-​in the vehicle in the computer. The gentleman walked around the car and it was evaluated for any damages. We were verbally cleared for returning the car but needed to return if we wanted a receipt. Of course we need a receipt. I don’t trust this company. They could say there were damages after leaving the premises and charge us additional. Would not put it past them. So, now we’re being inconvenienced, running back and forth to get a receipt.
I feel like Enterprise has miscellaneous fees and nickle and dime you where they see fit. Beware of Enterprise and their manager, Charles in Elkins Park, PA.

I have been rating cars from Enterprise for more than a decade. I started renting from this location approximately 4 or 5 years ago. I have never had any serious issues any Enterprise Rent-​a-​Car. This particular location as always addressed my concerns and may any adjustments that were necessary to keep my business.
I am very particular about the appearance of the automobile that I am renting. Most of my issues have been centered around the cleanliness of the interior of automobile. I make it a rule, to wipe down the interior of the vehicle with a sanitizer and vacuum clean for allowing my family to enter the car. Enterprise gives the exterior a washing but sometimes neglect looking over the interior of the vehicle. In my personal experiences I have found article of clothing, all types of food and spills, and on one occasion lots of dog hair.
I do realize that this is a rental car service with quick turnaround but the above-​mentioned issues should be concerning to all employees. On this occasion there were some issues with the interior that I pointed out to the representative. She did offer to have them clean the car again but I chose to do it myself.
With that being said, I still have the utmost respect for this Enterprise location and will continue to rent vehicles from Enterprise. I am a fan, but could only give 3 ½ stars.