Enterprise CarShare

Worst Customer Service I’ve Ever Received

I’m a regular user of carshare, and for third time, my car has been cancelled less than 24 hrs prior to my trip. I called customer service to see if they could arrange something else, and they just flat out told me no and that was the end of the call. Not to mention, earlier this year, they wrongly tried to charge me $500 for an accident that wasn’t even under my membership. I called them about it, and they proceeded to tell me they’ll get back to me when they never did. This is ridiculous.

Prepared to be failed last minute

I have been using the car share for some time, I like that it is affordable, but there are some compromises people should be aware of ahead: 1. Minor one: you need to reserve it two weeks earlier for reservations for weekends and ~5 days earlier for weekday reservations. 2. Major one: on average it will fail me about once per 10 reservations. Here are some cases of how it failed me: Sometimes the reservation will be cancelled, sometimes they called and notified me but there were also times that they did not even notice me. I need to consistently check and if I found any of my reservation was cancelled, I need to call them. I tried to make another reservation if there was other cars available but they won’t let me make another reservation for the same time slot. YOU HAVE TO CALL. But most of the time, when they cancel it, there is no other cars available, some of my hiking/shopping plans will just be cancelled. Some of the time, there is no fuel in the tank, or the car cannot be started because of low battery or the car was not even there(the previous user did not return it in time. In those cases, you need to call them. And still be CHARGED for the time that you used to report the issue. There is a ~2 mins long mandatory disclaimer every time you call, followed by a on average 5 mins(worst case I’ve waited was 20 mins) wait before you can talk to an assistant. By the way, if you choose the “change my reservation” option, after the 2 mins disclaimer, 20% chance the machine will told you it is out of their office time and they just hang up, I guess they just cannot tell you that before the disclaimer. They claim the customer support is 24/7, no it is not. I have been late for my medical appointments 3 times now because of those failures. I had to take Uber/Lyft. Luckily my destination is not far away but on average, it still costs $30 extra dollars per time. To make it worse, when those failures happen, I was even charged for the failed reservations. They will fine those people who caused the failures but won’t compensate the user that got effected. In general, this could be an affordable option for casual activities, for example, buying groceries, that can be cancelled anytime. But be CAUTIOUS if you use it for important appointments, especially for medical appointments, flights, or several days road traveling. Cuz there is an average 20% chance, at least for me, that you need to make last minute modifications of plans, and you will be on your own if that happens.