Devoted to customer service and the principles of exceptional customer services

Maria,

Re: your question about the number of isolated complaints...That may be like trying to answer the question, "How many angels can dance on the head of a pin?" But let's try. I think you have to ask, first is the company committed to meeting and/or exceeding its customers' needs? Or is it just committed to making profits whether or not it meets its customers' needs?

If the answer is yes to the first question, then does the company attempt to satisfy customers who have complaints?

Does it ensure that its systems, policies, and procedures enhance, rather than impede the customer service experience?

Finally, how many complaints does it receive? This probably should be a percentage of overall customer interactions so that you can compare market leaders with competitors who have smaller market shares.

Once you have the answers to those questions then you may be better able to answer your question wondering how many isolated complaints it takes before a company loses its "best" ranking.

I'm with you on the Enterprise commercial, though. Time for a new campaign.

Regards,

Glenn

Well, last time, (the only time), I rented from Enterprise I ended up paying something like $20 more than I had been quoted for a 1-day rental, and their computer system broke down while processing my credit card and, while they had authorized my card for $200, they wanted a second card!

The previous time I tried to rent from Enterprise I was headed to NYC and was told that I wasn't allowed to rent from them because their cars don't go to NYC - even though I had been in NYC in cars from that very location.

So, that's my $0.25 about Enterprise. I now rent from Hertz.

that's probably because you are a deadbeat and your card declined...in which case, why would someone trust you with their car to go to nyc.

I recently had a warranty issue with my new Saturn Aura. Saturn needed my vehicle to replace the headliner. Saturn set me up with a rental car through Enterprise on Baltimore Pike in Springfield, Pa. My fiance picked up the rental car. He was upset by the fact he had to sign off saying he would be responsible if anything should happen to the rental car. Now this is for a warranty issue through Saturn. Enterprise and my fiance walked around the vehicle. No damage was noticed. The rental car was filthy as it was given to us in the late evening after a snow. There was salt and dirty snow on the vehicle. This rental car was parked in our driveway for a week until my Aura was finished. We used to car to drive home and to drive back to Saturn. After the rental car was dropped off, it sat on Saturns lot for over two hours before Enterprise picked it up. Then they had a representative from the Saturn service department come out to witness their so called damage. Saturn's service department rep could NOT find any damage. Enterprise proceeded to call my fiance to inform him of this damage and that they were going to report us. They contacted his insurance to report this damage AFTER they had the damage repaired. This damage, according to them, was $1200.00. My fiance's insurance company will pay it as it is written in their contract in such a way that we are liable however they do not believe it happened. Enterprise is the worst company to ever have to deal with and I will continue to report them to as many people as I can. I wish I could find someone who could give us justice.

Maybe if your husband was so worried about signing off on being responsible for the car and possible damages he should have paid for the coverage. You would have received a large discount on it since you were renting through a dealership.

made reservation got there car was not there.they drove me in a van 2 miles to another enterprise lot.i hurt my leg getting in van,theraphy and doctor cost me 1200.00 i
srm 61 years old.enterprise said that cambride integrated service wouid pay my bills,has not happen has been 4 months