I reserved 4 vehicles back in April 2018 for Pickup on 7/28/18 at the McCarran Airport in New Orleans. The vehicles were reserved with Enterprise Rental Car w/a pickup time at 5 pm local time. Cool, so I thought! The day of departure, I noticed we were booked at TWO different neighborhood locations NOT the airport location like I opted for. Okay, not a big deal RIGHT? Try again......we arrived at the neighborhood location which was 35 mins away from the airport location, via 4 different LYFT vehicles as it was a party of FIFTEEN at 5pm - ONLY for the location to have closed and locked the doors - quitting time is at 5 pm! How in the H@%^ can a vehicle be picked up at a location at the SAME time they close for the day?! This should've NEVER happened!
Now, we were stranded! We ended having to catch 4 more LYFT vehicles BACK to the airport and rent vehicles which cost of $45 more per vehicle! Not to mention the $30 ride each way times 4 Lyft's - because of Priceline's "sophisticated reservation system" it cost us an additional $420 before we could even check-in to our HOTEL!!!!!!!!!!!!!!!!!!!!!!
Pissed is an understatement!
I contacted Priceline via chat once I arrived back home several days later - this mofo had the nerve to tell me he couldn't do anything for me because I didn't call when I was standing outside the rental car agency! Oh, so NOW this is MY fault?! I 'politely' explained to him that had I called while standing outside those locked doors, I would've ripped the poor person a new *** My concern was getting a car for 15 ppl as we were STRANDED!
After an hour of getting nowhere on chat, I asked that the issue be escalated to management, a few days later - I received the following email:
On Fri, Aug 3, 2018 at 6:51 PM, 'Travel Support Team wrote:
Thank you for contacting us regarding your rental car reservation with Enterprise Rent-A-Car with trip numbers
I am writing to let you know that we received your email in our Executive Offices requesting for a refund of the difference in rate because when you tried to pick up the car, the rental car counter was closed. I have reviewed your case, and we will be unable to refund the difference in rate.
I am sorry if I was not able to give you the resolution that you were looking for.
I never told these people that the office closed early - but at 5 pm, they are closed to the public! I asked it further be escalated. Here is the further response.
Thank you for taking the time to contact us regarding your rental reservations with Enterprise Rent A Car for Trip Numbers
I am writing to let you know that we have received your Better Business Bureau concern in our Executive Offices. I understand that you are requesting to be refunded for the additional charges you incurred because the counter was closed.
Your record was reviewed and we see that your issue was already addressed by our Executive Care Team. It has been confirmed that the counter did not close early on your scheduled pick-up date and we are only able to guarantee the counter will be open at the scheduled pick up time. We truly understand the need for the refund; however, we will be unable to refund any difference in rates if you have purchased new rentals for a higher cost.
I know you expect a different answer; however, there are no further options that I can offer.
This is crazy! I am definitely taking this as far as I need to! It is unfair to the customer period.
I have filed a complaint with the BBB and copied the CEO in the complaint.
Reason of review: Car was reserved at a closed location and poor customer service.
Monetary Loss: $420.
Preferred solution: I would like the additional $420 spent to be refunded or given to me in the form of a voucher to use in the future with Priceline. .
I didn't like: Priceline business practices, Unhelpful, Bad business practices and poor customer service.