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Our car was totaled when some *** rear ended us at a stoplight so we went to enterprise to purchase a car. We got pre-approved before going so we knew what to look at.

We asked to purchase the enterprise rental car we had (loved it) and were told that one could not be sold but our sales person would find us something "similar".

Instead we spent the day looking at other cars and constantly telling the salesperson they were to big to fit in the garage. He did not at first grasp the concept the garage is only so big and can not accommodate something longer. We finally found a car we would settle for and purchased it.

Forward a week and we still had not had any communication from the salesperson about the work that was agreed on in order for us to settle on that vehicle. (backup camera to be installed, defective key to be recut, touch up paint for scratches).

I emailed the manager that we had not heard anything and we were actually considering returning the car for them to buy it back. I was told all work would be done and he would personally make sure everything was to our satisfaction.

Several days later I was finally contacted and asked to bring the car in the next day (wed) to have the work done. We could not do it that day but said we could drop it the following day (thurs). We were asked if we would need a rental while the work was done and we said yes. We were assured the rental would be setup and ready.

We took the car and dropped it Thursday morning, one of the salespeople took the keys and told us the camera usually took a day to install so that would be done sometime friday. He was not sure about the key being recut, he said he would let the manager know we had dropped the car and someone would make sure everything was handled. The salesperson then walked us over to the rental desk, where amazingly enough (haha) the rental had not been setup.

We did not hear anything friday but figured maybe the key guy couldn't fix the key and we assumed we would hear from them saturday or monday. We did not hear from anyone until Tuesday when we received a voice mail saying that since we had not dropped the car off they would have to reschedule the work for the following week.

I immediately called and spoke to the manager and told him we had dropped the car the previous Thursday as soon as they opened. He asked if we had a rental, I said yes.

He stated he would go find the car and call us back. When he finally called back he said he had talked to the company installing the back-up camera and that they would squeeze us in on wednesday, if he could find the keys.

We had a conversation that went into how badly they had screwed up the whole experience and how unhappy we were. Manager said it would be taken care of and he would be in touch.

Forward to tonight. It's Friday, they have had the car for over a week now, and we get an email that the camera is done but the key guy can not recut the key until Tuesday. What The ***!

All of this was all supposed to have been setup for last Thursday. How did our car sit on the lot for 5 days with no one noticing it, what did the salesperson who helped us when we dropped it off do with our keys and why was no one told the car had been dropped off. Why did it take 5 days for someone to call us if they thought we had missed our appointment. Why did it take an additional 3 days to be told we have to wait yet another 4 days to get the key fixed.

Screw this. Buy the car back, we are done

Reason of review: Poor customer service.

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Enterprise C Ufe

Hi, Laura. Please see our response to your review on Google Plus.

Thanks,

Collin

Social Monitoring Coordinator

Enterprise Car Sales

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