OK, I’ve held off. I really didn’t want to do this.
But, seriously folks.
As a CEO, it’s part of my job to handle clients who have had an unfortunate experience with our company. I’m not saying we’re perfect, but I attempt to contact any client that reaches out to me with a problem.
My business is all about customer service. Which means, replying to issues that come up. Because, they do come up. We fail every day, but its the way we react to that failure that makes us better. And, every screw up, we try to learn from it. Ugh.
Well, hats off to the horrible Enterprise Rent-A-Car. I’m so disgusted by them, and my recent experience with them, that I want each and every visitor of this blog to read about my experience with them. And, might I note, there were 8,400 of you last month. That’s a decent amount.
About a month ago, I had a HORRIBLE experience at Washington Dulles Airport with them. I wrote the Branch Manager via email, and to date, have not heard a peep from them. So, here comes my blog. I’m going to post photos and my email here, open it for comment, and send the link to the Branch Manager. Also, I’m going to send a letter to the CEO and any other executive I can find the name and title to in tomorrows mail. Like any “customer service oriented” company out there (sic), they don’t publish email addresses on their website. Nice. Very focused. Very communicative.
(Note: This is not the first time I’ve written about Enterprise, check out a previous entry here)
I love freedom of speech.
My email to Ms. Lia Pollock:
From: Cupp, Jason
Sent: Friday, May 02, 2008 7:44 PM
To: ‘lia.k.pollock AT erac DOT com’
Subject: Dulles Rental Agreement D522870
I am on my flight home to Kansas City, and I picked up your card when I rented my car from your Enterprise Location at Washington Dulles airport on Thursday evening, May 1st, 2008.
It is rare that I take the time to write an email such as this, but I was so appalled by the service and effort on behalf of your team at this location, I am compelled to advise you of two incidents that occurred.
1. I arrived at your location on Thursday, May 1st, at approximately 4:45PM. My flight landed at Dulles at 4:00PM. Upon arriving, I presented my last name to the gentlemen at the counter, along with my Drivers License and Corporate Credit/Debit Card. Once the agent brought up my reservation, he advised me that he would need a paper copy of my itinerary, since I was using a Corporate Debit Card for payment. I certainly understand your policy related to this, however I travel on average 120 flights per year, and renting a car is common – I have never had to provide a paper copy – usually just the confirmation number and return flight information. I explained that all of my travel documents were electronic, so I did not have a paper copy. The agent advised me I would need to come behind the counter, log onto United.com, and print my ticket. No issue. I did as requested. When I returned to the front of the counter, the agent asked me for my credit card again. I explained that he never gave it back to me, which he denied, even though my Drivers License was still on the counter, not in my possession. He looked everywhere for the card, had me empty out my pockets several times, look through my baggage, briefcase. I continued to tell him that he never gave my card back. He denied this, then told someone to “look at the tapes” – someone went into the back room, I assume to do just that. Everyone was looking under computer keyboards, in the trash, on the floor. I was becoming increasingly frustrated, as I had a Board Meeting that was starting at 6PM. As we were waiting for someone to review the tapes, I noticed the agent had something in the front pocket of his dress shirt. I could easily see it was some type of card, as the contrast of the black strip on the back of the card was visible through the fabric of the shirt. I asked the agent if my card was in his pocket. He reached in, pulled it out, and indeed it was my card. He then said “Oh Shit, how did that get in there” – He never apologized, and honestly said nothing to me after that, except, “Would you like a Prius or a Mazda” – I told him I did not care. I got the Mazda, left, and was 10 minutes late to my Board Meeting (which I am the President of the Board of Directors).
2. Upon returning to your location tonight, May 2nd, I arrived at the location at approximately 5:45PM. I parked in the “Return Car Here” location and waited. No agent. The gentlemen that checked me in was loading “renting” customers into cars, yet he avoided me like the plague. I went into the location several times, the line was long. I asked a porter how I returned my car. I asked a guy cleaning cars 50 feet away. No one knew anything. The agents were certainly more interested in clients who were renting, while no one, not ONE person was interested in helping someone return their car. Finally, a gentlemen in a tie came out, and checked me in. I noticed that the same porter who was trying to help me handed him the portable machine to check me in, clearly the one who could tell there was a customer service issue. When he approached me, I asked him if he was the check in guy. He said no, but he guessed he would be for me. I could tell this was not his job, yet he was doing it because the porter kept going in and telling the folks at the desk someone was trying to return their car.
Lia, I’m astonished this Enterprise can have ANY return clients at this location based on my experience. As I said before, I travel extensively for my career, and I also rent often from Enterprise, as well as many of your competitors. My lasting impression of your organization is not positive. Your employee broke trust in fiscal responsibility by putting my Corporate Credit/Debit card in his personal pocket. His lack of care and concern for me as a client was astonishing, by cursing when he was caught in his “error”, as well as his gross neglect in not apologizing. I’m sure you can review tapes to see the circus of what happened.
Trust me, my intent is to let you know of this situation, because its my guess you have no idea. Also, I will advise my office staff to not book me to use Enterprise, especially at the Dulles location, anytime in the near future. Additionally, I was advise my office staff of 32 in Herndon, VA to not use Enterprise for any of our Corporate Rental Needs.
It’s unfortunate that your employee’s actions have caused me to question your organization as a whole.
Jason K. Cupp, CLP
Chief Executive Officer