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Enterprise Rent-A-Car review: Car rental

Mehdi123 of Laval, CA

Aug 28, 2023 9:42 am EDT

Verified customer

Featured review

Initial rental agreement number: [protected]

Rental period: sept 1st to September 8th

Name: Mehdi Sabrah

email: mehdi.[protected]@chep.com

Incident date: Thursday August 24th 2023

Summary: I called customer service to add extra days to my car rental. Online was showing modification unavailable. I called [protected]

They mentioned needing to cancel my reservation to allow me to book the extra days. I confirmed several times that the same car and rate would be applicable (260$ CAD for 7 days)

Once cancellation was done, I was on the phone with the agent and was unable to rebook the same economy car. They stopped answering.

My company has an agreement for economy cars for Damage waiver to be included free, and for other types of cars to be 10$/day. I would be saving a considerable amount taking an economy car

I called back and the next agent mentioned it was not the proper solution to cancel and that she escalated the case for me to obtain a call back. No one ever called

I called back and another agent mentioned they would escalate, and I also did not receive a call back.

I went to the location in Laval, QC (Boul des laurentides). The manager told me the only solution would be to call customer service.

I called back the [protected] number and an agent gave me reference [protected], which I used when calling [protected]. Where agent David (E772PF) answered my call and refused to offer any resolution. My options given were to pay the prices online or to simply not rent a car.

I have only used enterprise for all my car rentals for the past several years and seeing your customer service refuse to aknowledge a mistake and resolve it is quite disappointing. I am simply asking to obtain the rates I had previously booked in the initial agreement ([protected])

Desired outcome: I would appreciate a proper resolution and a refund of any additional costs I had to incur renting a different category vehicule because of the cancellation.

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