written by on 01/02/2018
I have been a frequent renter since 2010- earning multiple free rentals. I always use a debit card for my rentals, and expect to pay high deposits for this. I had a reservation on January 16, 2018 at Phx Sky Harbor Airport location flying in from New Orleans for a 1 week rental. When you use a debit card for an airport pickup they require you to have a return flight for them to confirm. I did. After several hours of delay- due to ice storms- I arrived at the rental car office at approx. 1:30am. I walked to the small kiosk area and a girl was spitting what looked like sunflower seeds on the ground of the entrance while a man was sitting behind a desk and asked what I needed. He too was unprofessional in demeanor and conversation. The girl appeared to be a friend just hanging out as she did not speak to me and she moved from the area once the conversation began. I showed my reservation and gave my license and debit card. I was told I could not have a car since I did not have a credit card. I said that is not correct, I have a return flight which I proceeded to pull up on my phone. I also let him know I was aware of the additional charge of deposit for my debit card use. Then he said he could not rent to me because my driver license was an Arizona license. I told him that I work in both places, I have a home in MS and I am a legal resident of AZ. I also had a flight back to MS in one week. He tossed my license and card back onto the counter and said he could not help me. I called the booking number for Enterprise where a lady answered and asked to speak with the attendant. I handed over my personal phone- when I took the phone back she said she was highly confused as to why he would not rent me the car. I had complied with the policies and there was no reason for the denial. She also said there was nothing she could do as it was so late-early in the morning. (Also not, I use my company discount for personal use- and have been using that same code for all my rental since 2012 and I called Enterprise to update my flight info from the New Orleans airport when I knew it would be a long delay) I was sent out at what was about 2am- into the dark without any car and into an area that is not very safe. I began crying from exhaustion and from the sheer shock and surreal moment I just had. I called a shuttle company and a nice lady stayed on the phone with me helping me to calm down and she sent a shuttle right away. The shuttle took me to my home without delay. The driver asked me many times if I was ok as he was told by the lady on the phone that I was quite upset. Very kind. I called Enterprise that morning and filed a complaint. I was given a reference number. I was told a supervisor would call me within 48 hours. I then called another Enterprise location and they picked me up and rented me a car without any issue at all. They also did not understand why I was refused a car rental. I returned my car as agreed to the location on Bell road. I called Enterprise again on 1.30.18 as I had not heard from anyone. The clerk told me that the airport attendant had written notes that I failed to comply with company policy as I wanted to use a debit card. I advised that was not only inaccurate it was NOT true. I requested a call and asked why I had not been called. She could not answer other than it appeared the complaint had been closed. She would reopen and escalate the complaint. I feel extremely violated by the ignoring of common courtesy and care as a loyal patron. I will be posting this situation in any media form I can. I have not ever filed a negative review on a company as I figure everyone has an off time; however, ignoring a customer and not even taking time for a call and making restitution is not acceptable. Unfortunate.