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I am writing to bring to your attention the excellent service I received from two of your employees at the Boston Logan Airport facility. Unfortunately, I can identify only one of them, Frank Apiso (spelling). Her�s what happened.



I travelled to Boston from Minneapolis, arriving about 4 PM on October 11, and leaving Boston about 11 AM on the 14th. I initially registered/accepted the car I was offered and put my suitcase and another small bag in the trunk. I then determined that, lacking a CD player, the car was not desirable and I was given another. In the process of switching cars I neglected to transfer the small bag.



Like amy others, I have a condition called Obstructive Sleep Apnea and depend on a CPAP machine to breathe properly (and sleep restfully) at night. The ââ?¬Å?breathing interruptionsââ?¬Â? throughout a night not only spoil restful sleep. There is also and associated increased risk of a heart attack. My CPAP machine was in the small bag. I discovered the machine was missing when I checked into my motel on Cape Cod that night.



I called Enterprise and reported the lost item. The woman I spoke with told me that I would be notified if it was found. When asked, she said I would hear nothing if it was not found. That was not comforting.



Being a person who needs to act, I drove back to the Logan car rental facility early the next morning, Thatââ?¬â?¢s when I met Frank. It was gratifying to speak with someone who understood the significance of this loss and demonstrated empathy. He took ââ?¬Å?ownershipââ?¬Â? of the problem. In this case, Because I had registered for the first car he was able to identify it and could then determine who had subsequently rented that vehicle.



I was put in contact with someone else, whose name I do not have, who was equally supportive. Either Frank or this other person contacted the renter of the car, confirmed that the machine had been found and gained assurance that it would be returned when the car was returned to the facility. Moreover, she assured me that she would ââ?¬Å?holdââ?¬Â? the cart until the machine had been recovered. She would telephone me when she had the machine and then arrange for it to be sent to my home. She did all of this.



I appreciate that these actions may all be in accordance with standard procedures, but I was in some distress over the loss of something important to my health. Frank and this other woman were sensitive and responsive to this distress and I am very grateful. I hope that you will acknowledge their work.



Sincerely


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