Enterprise: Update

By Stephen Anthony Campbell

After I posted my blog entry about my experience at Enterprise Rent-A-Car's downtown Atlanta location, I sent an email to the Chairman and CEO of Enterprise, Andrew C. Taylor. I was very surprised and pleased to get very swift response. I received an email from the Enterprise Regional Rental Manager. He wrote:


" Mr. Campbell,

My name is Jason De Lucca; I am the Regional Rental Manager over the West Region of Atlanta. I have been made aware of the situation that happened at our Courtland location this past weekend and I would like you to know that on behalf of the Enterprise Rent-A-Car and the Taylor family I truly apologize for this terrible inconvenience!

I would like the opportunity to discuss this with you if possible; is there a phone number you can be reached at? Enterprise Rent-A-Car is fully committed to your complete satisfaction as well as respecting and serving the needs of any person with disabilities.

Again, I would appreciate the opportunity to discuss this with you if you are available.

Sincerely,

Jason De Lucca"


I spoke with Mr. De Lucca and he assured me that Enterprise is committed to customer satisfaction and in no way encourages the practice. He also told me that he will have a conversation with employees at that location as well as all others within his territory. After our conversation I was satisfied that this was an isolated incident and the company's immediate action to the matter reinforced is apology. Mr. De Lucca at one point asked me what they could do to win me back as a customer. I told him that I was satisfied with them taking action on the matter. He asked me if I would be willing to accept a free weekend rental to make up for the situation. I accepted, however I made it clear that my main concern was for this not to happen to anyone again.