Jefe's House

Tag: #enterprisecarsharehatesitscustomers

Philly to Enterprise. Come In, Enterprise.

by on Nov.04, 2015, under The Sixth Boro, The Truth Is In Here


I’m having gas pains. I know that bitching about a car rental company is a mere #firstworldproblem but on the other hand here I am in the City of Brotherly Love for an extended stay and we’re trying to be green and all by not owning a car.  My wife and I can afford a car; we just don’t want or need to own one, so we use public transportation as much as possible and rent cars as needed.

When we first came to town we discovered a cool little experiment called PhillyCarShare, a local nonprofit with a grass roots, hometown, environmentalist feel. Then it got bought by Enterprise and now all the employees of Enterprise CarShare live in far away states and handle customers from multiple cities across the US, UK and Canada.  Mostly this depersonalized corporatization has been fine but it hasn’t been without its zany frustrations, so much so that this past year we also joined the Avis Budget-owned rival company Zipcar to compare the two. Both have their pros and cons.

Here’s a CarShare con: with Enterprise CarShare you must return the car with a minimum 1/4 tank of gas. They also provide a gas credit card in the car so that you don’t have to pay for it yourself.  They also ask you to book an extra 15 minutes of time in case you do need to get gas.  So far, so good.

But sometimes their card doesn’t work at some gas stations, or sometimes the card isn’t there at all because a previous driver accidentally kept it, and then you must pay for the gas yourself and send Enterprise CarShare a receipt (or leave the car below 1/4 tank and pay a hefty penalty fee).

Except that sometimes you find out that the gas pump doesn’t print receipts. When these pump problems happen I simply pay for $5 or $10 worth of gas with my own credit card, wait for the charge to appear on my statement and send a screen capture of it to Enterprise CarShare so that it can be credited to my account.

Keep in mind this is all a result of CarShare’s credit card not working so it really burns me up when they make it seem like it’s the customer’s fault and chastise them rather than thanking them for taking the time. See this email exchange below from last week between myself and an Enterprise CarShare customer service rep whom I’ll call “Jane.” (continue reading…)

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