I've had a good experience because they just don't seem to care. That is, the employees working there just check in/out, sign the paperwork, that's it. I haven't had to spend a lot of time turning down questionable options and upgrades. There haven't been turn-in inspections where they claim that tiny scratch on the car with 160k miles is my fault.
They just seem to get me checked in so they can get back to their phone. It's not a premium experience by any means, but it's simple.
However I was in one a few months ago and got a puncture on a dual carriageway. By the time I pulled over to a safe location the tyre was shredded. No problem, go into the boot to get the spare wheel out and I'll deal with it later.
There was no spare wheel. Just some little device which I assume is supposed to somehow re-inflate the tyre and seal any small holes for a small amount of time. Clearly not going to work when the side wall is shredded from driving the best part of a mile on it.
Too 6 hours for a tow-truck to arrive, pick me up, take me to a local garage, and change the tyre. That cost my employer far more than the cost of a spare wheel -- not to mention the cost of the tow itself being about the same price as the wheel + tyre.
Probably not a slight on Enterprise, as I'm sure it's the same with other hire companies (I hired from Sixt on holiday and it was the same). Why don't cars come with spare wheels any more? Are people really that incompetent they can't change one? Surely punctures as as common now as they were 20 years ago.
I found it funny when I looked closer and realized that the tire that failed didn't match the other three. I think that particular wheel was cursed since the car only had 26k miles on it.
I suspect they don't want people stealing/replacing spares in rentals with worn ones[0]. The mere possibility of this adds 1 more thing that has to be inspected and kept track of.
0. I once managed to run down the battery on a U-Haul by keeping the emergency blinkers on(!). I didn't have jumper cables and thought I'd hot-swap it with the one on my car to get it charged: which is how I discovered that batteries in U-Hauls cannot be easily removed. I ended up getting a tow truck to jump-start the U-Haul many hours later.
In life, i've learned, that if an optional extra price isn't listed for that option, don't select it. and if you really need that option and the price isn't there, just hit the back button and don't use that service ever again.
Not sure if I'm strictly a victim of effective marketing, or if they flipped places in the last however many years, or what, but it's interesting to see your post and the replies that imply I've got it backwards.
They were sold the private equity then taken public in 2006 and the quality of the company declined dramatically over the 2010s.
They changed their model to focus on partnership programs through airlines, hotels, and credit cards while offering low teaser rates for their rentals and upselling addons afterwards.
Performance metrics for their staff shifted from customer satisfaction to sales targets.
They canceled their R&D efforts (like rental kiosks) and refocused that money on marketing campaigns.
Their marketshare and profits declined and as a result activist investor Carl Icahn put pressure on the company to cut costs in 2016, forcing in a new CEO. Those cuts ultimately led to incidents like the one in the original article about falsely reporting the vehicles stolen but also to the company's bankruptcy filing in 2019.
It's been quite the fall from grace for the company.
Don't most credit cards provide rental insurance? How is their coverage different (if it is)?
Last trip Enterprise was fully booked so I did try Budget. Their office is so small that you actually have to arrive at our local airport and THEN call the attendant who comes in from her house to book out your car. That took almost an hour.
The return process is even sillier. Write your mileage on a poorly photocopied slip of paper, and drop it on her desk with the keys. No pics. No checkout inspection, just 'trust us not to charge you extra'.
Fortunately I took a ton of pictures including the odometer so when they couldnt do math and tried to charge me an extra 1000 km, I fought back with pics and got those charges dropped. That's the last time I use Budget.
This means I'm driving a rental car for 100+ days a year.
I've tried all the major rental brands and Hertz is a terrible experience even when they're not calling the police on you by mistake. Their systems don't work quite right, there's a bunch of hidden fees, and their customer service is lacking at best.
I swear by Enterprise and purchasing the extra insurance to cover any damages. They've done right by me as a customer across many different cities and locations.
I know that some people are always going to just buy whatever is the cheapest or whatever deal gets them the most points with credit card or whatever. And that seems to be where Hertz makes their money.
But for anyone willing to pay a little more for a good experience and less stress Enterprise is my recommendation.