Pros:My experience with Enterprise started off on a good note. I was happy with the rate I was offered by Enterprise especially when other companies would not budge off of their prices. Unfortunately, that is all that went right.
Cons:Let me first begin by telling you that I do not rent vehicles that often. I will however tell you that when I do rent vehicles I often think of Enterprise first. My experience started with the Enterprise at the El Paso airport. It was obvious that the person handling my contract was new. I didn't have any issue because I could see that he was doing the best he could. He seemed to know what he was doing just at a slower pace and not confident of what he was doing. He assigned me a vehicle and I was on my way. I reached my first destination in Ruidoso NM without any issue. When we were leaving Ruidoso I noticed the engine light came on. Not comfortable continuing, I called the customer service line. I explained the situation to the customer service rep and he assured me the vehicle was safe to drive to the next Enterprise location at the airport in Roswell NM. He stated that he would call ahead to the next location and explain everything and make sure that they had a vehicle that would accommodate us. He also stated that he would call me back to confirm. When he didn't call back I began to get concerned because he also stated that he was not sure the location would be open when we got there. We pressed on and got to the airport just as the representative was finishing with another customer and about to close. Expecting the rep to know about my issue, I was quickly disappointed yet not surprised he had not been contacted by customer service. I began to tell him about my issue with the engine light when he stopped me to tell me that the vehicle I was driving didn't match the vehicle that was on the contract. He looked into the issue and quickly stated that the best thing to do to get me back on my way was to do a separate contract and he would look into the issue next day when the branch in El Paso would be open. Confident with what I was being told and happy to be back on the road I left the airport in Roswell NM and pressed on. Expecting to have to explain why I was in a different vehicle and contract than I had originally started, I could not have been more surprised to find out my experience had taken yet another turn when returning the vehicle in Houston. When checking in the vehicle in Houston, the rep handling the return explained to me that the vehicle I was returning was under contract to a different customer and not me. I realize looking back at the whole experience, there was numerous times I could have verified the information on the contracts. That being said one of the reason I choose Enterprise is because I expect a higher level of service from them. All in all, I learned a valuable lesson and my confidence in Enterprise has been damaged.