Enterprise Rent-A-Car at 803 Cascadilla Street, Ithaca, New York.

I recently rented a car at Enterprise in Ithaca NY. Upon entering the office to arrange for vehicle pick up, one of the service reps, whom I assume is the office manager, was in a heated and loud discussion with a dissatisfied customer. This exchange went on for at least 20 minutes leaving one service rep to handle a line of people waiting to obtain vehicles. It was actually difficult to hear her due to the other discussion. At one point I asked the service rep helping my friend and me if the others could go into another room given the disruption. Her reply was that there really wasn't another place even though I observed two empty rooms, although one looked to be a utility closet.

We finally finished our arrangements and told the clerk that one of us would be coming back at 5 p m. to get the car. She assured us that it didn't make any difference what time we checked-out since we had it for a week. So we took the car at 1 pm. As we left the building the argument was continuing outside at the same decibel level. We took the car and went on our trip.

When we returned the car, a week later, the assumed office manager was the person we dealt with. The charges were higher than we had thought they should be. When I questioned her she said there was an hourly charge because we didn't return the car at 1 pm. When I told her that no one told us the car had to be returned at 1 pm, she said it was in our contract, etc. etc. I did not dispute that fact, but just said that someone mentioning it would have been helpful since we had wanted to wait until 5 pm initially. Her attitude became just as aggressive and unpleasant as we had witnessed the week before. Again, I understand that policy-wise Enterprise has a perfect right to charge us the extra hours. I just wish someone had told us because we would have waited. She did finally give us an hour's grace.

My experience with customer service at the Ithaca Enterprise was atrocious. Attitude is everything, and this "office manager's" attitude needs an adjustment. I understand that everyone can have a tough day. But on two different occcasions, I observed the same person's negative demeanor. I have rented vehicles from Enterprise in the past. I will avoid your company in the future and advise friends to do the same.

Friendly staff and great service. Reliable vehicles and lots of options. Quick pickup and drop-offs for rentals and a shuttle for those within the city of Ithaca.