My wife and I have known for some time that our car is not something to use on long trips, so while we’ve been saving money towards buying a newer car, we’ve been using Enterprise Rent-a-car whenever we needed to travel. In fact, we’ve been a customer of Enterprise longer than we’ve had our current car – going on 10 years, now. But never again.
In 10 years, we’ve never turned in a car late, had an accident, or failed to pay in full. We’ve also never had bad service (except once when I went through the 800-number call center to make a reservation, and they messed it up so the local office didn’t get notified and didn’t have a car when we needed it), so we were happy to continue giving them our business while we saved towards the newer car we hoped to get. That all ended this morning.
Last week, we learned that one of my wife’s cousins – a woman the same age as my wife – had died of cancer. She was cremated, and the family was having a “life celebration” this afternoon. I made a reservation – last week – for a car we’d pick up this morning. When I arrived at our local Enterprise Rent-a-car office, they had a car ready for us, and just a little paperwork to do. It was all very routine – until the clerk doing the paperwork asked me for a 2nd phone number. I told him that I don’t have a second phone number. He pressed me for a cell, or a work number. I told him that I’m disabled and unemployable, so I don’t have a work phone, and since I rarely leave the house I don’t need a cell phone. My landline is all that I need. He kept pressing. I even told him that he had the same information that has been in there for the last 10 years, and nobody had ever refused to rent to us before. He said that the company had asked him to get 2nd phone numbers. I said “asked” does not mean “requires” – he said, “yes, it does.” This went on for over 5 minutes. Finally, I said that if he wouldn’t rent to me with the information he already had, he would loose a sale. He apologized, but stuck to his guns that he wouldn’t complete the contract without the 2nd phone number. I then told him that he’d talked himself out of a sure sale, and that when I had to explain to my wife why she wouldn’t get to go say a final farewell to her cousin, it was a certainty Enterprise Rent-a-car would never get our business again.
Then, to add injury to insult, they wouldn’t give me a ride home. It’s over 1.5 miles from there to our house, and my daily TOTAL walking limit is “no walking more than a mile”. I’m in a LOT of pain right now, because their corporate office decided not to rent to someone who chooses not to be part of the whole “Totally connected and wired in” generations.