The short version:
This branch has potentially cost my group of 12 people running the Hood to Coast Relay Race this coming year around $1800 in registration fees and the ability to compete. Their incompetence caused them to cancel my two reservations almost three months after I made them! Their customer service has also been embarrassingly awful, they have not followed through with things they’ve told me, and they have done nothing concrete to fix the problem after multiple calls.
Have been going here for years, traveling 1-1/2 hours on light rail & city bus saves 60 - 70% over renting at the airport. Service usually fast, although even with a reservation it took 1/2 hour to obtain a car last time (Sunday afternoon), I guess they were short-handed at the time. Always courteous & professional, cars always in top condition.
I called and reserved two 15 passenger vans in August for the next year because all 7+ passenger rental vehicles in the area are quickly reserved for the period durning the race because each team needs two 7+ passenger vehicles in order to compete. Fast forward to November, I get a voicemail from Chris, the regional manager for Enterprise, telling me that due to a glitch in their software, they cannot honor my reservations and all the can do is put me on a waiting list in case anything becomes available. This was a huge problem for my team as we were relying on our confirmed rental vans through them! Without having two vehicles large enough to hold our team, we can’t run and are out the $1800 registration fee for Hood to Coast.
We switched to Enterprise more than three years ago, after a horrible experience at Hertz, where our company maintained a corporate account. Hertz lost our business because of customer service and $40.
After renting several types of vehicles for business and pleasure and many thousands of dollars later, we plan to stay at Enterprise. This location has earned our business.
If you’re thinking about making reservations here, you’ll want to read this first.
Service was great... loved how they worked with Artistic Auto Body as a team providing excellent service during the whole process. I would say their supply of cars has greatly improved since about 3 years ago when it was hard to rent a car at this location. Overall, very impressed!
So I tried to get ahold Chris to explain my situation and figure out my options. One would think that if you had just told a customer that you couldn’t honor their reservations, you’d get back to them quickly when they called. But that was not the case. It took over a week and three voicemails before he called back. His excuse for not calling back soon was that he’d just been busy. As a manager, why would you wait so long to get back to a customer who’s already upset that their reservations have been canceled??? So he tells me that apparently due to high demand durning Hood to Coast for vans, they have a lottery system in place for renting them and that when I had called and to rent them in August, they had a software glitch had allowed me to book my two 15 passenger vans by mistake. He then proceeded to tell me that they could not honor my confirmed rentals anymore, that they are now rented out of all SUVs or any other vehicle that could have worked for my team, and that all he could do was put me on a waiting list just in case something opens up. Only after multiple inquires about what else they could do, he said he would refer the issue to his manager and then would get back to me with an update by the middle of the week. Well folks, it’s the end of the week and I still haven’t heard anything back from him or anyone else at Enterprise. If this is how they handle customer service issues that they caused, I’m not sure why anyone would want to do business with them.
The long version:
The people who work at this location are very nice, and try to be helpful. But, the system issues and lack of reliable inventory is concerning. My last two experiences I was not picked up. I had a scheduled pickup, I checked in the week of, and still was forgotten. The company that prides itself on picking you up should not have these problems. It was rectified with discounts but doesn't change the underlying problem.
I truly believe a business reflects leadership, and at this Enterprise location, it's evident that managers are doing a great job. Ezra, the branch manager, exemplifies what great customer service means. Like the company's recording that plays when you are placed on hold, Ezra and team gets their customers rolling. Friendly, professional and exceptional service is what you can expect here. For example, I met Rodney a couple of months ago, when he a new employee. His ability to communicate and make a quick decision to "get us rolling" after we waited for vehicles to arrive was in-line with Enterprise's business philosophy. Kudos to him.
Enterprise Rent A Car is a US Car Rental based in Tigard, Oregon. Enterprise Rent A Car is located at 11844 SW Pacific Hwy, Tigard, OR 97223, USA.
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