Wow, I have never received such poor customer service from a company and on multiple instances. I highly recommend NOT using EZ Rent-A-Car (especially at the Denver International Airport).
In early June (2010) I made a reservation for 2 weeks in late June/early July. I received a confirmation and wanted to confirm it was in their system after a few days. (It has happened before that you have a confirmation somewhere then when you show up, it's no where to be found so I always double check now).
I called the Denver station and asked the agent to please confirm the reservation was in the system. He rudely answered; "did you get the confirmation email?" I responded; "I would just like to make sure it's in your system, I made it a few days ago and want to verify it's correct." He snapped back with, "if you got a confirmation code it's in there." To which I said; "would you please humor me and check?" "Ugh, Please Hold!!", says the obviously bothered agent.
After waiting on hold for approximately 5 mins. someone picks up the line and waits there saying nothing while I say; "hello. Hello?" then *click*. The agent hung up on me.
I tried them back and got a message for the station for the next 10 mins. saying they were unavailable and to try back. Unbelievable to me that I couldn't get them to verify a reservation! So I emailed their customer service explaining my frustration. I did receive a response back from Andrew there in the Corporate offices. He confirmed the reservation and apologized for their behavior.
Now, everyone has a bad day and a car rental is a car rental, right? WRONG! The reservation was set for 2pm pick-up time. After my flight was canceled and I knew my new itinerary we changed the pick-up time with the 800 number because no one was available at the Denver station. The time was changed to 10:30 flight arrival with new information and was assured everything was good because the airport location was open until midnight.
When I arrive in Denver and call for the shuttle to go get my car, the man informs me; "oh no, you were supposed to be here at 2pm. We don't have your car." I said; "No, the time was changed to 10:30pm with your 800 number and they confirmed it would be held." And with their standard of poor customer service he says; "We have no cars! Next person please!"
WOW, I think to myself. It's 11pm and I am now supposed to try and get a different rental company to help when they have no cars either. My daughter in the mean-time is calling EZ Rental (Denver office) and speaks with a girl, Tiffany, telling her it's unacceptable that there is no car when the reservation time had been changed, etc. Tiffany told her; "we were over-booked and it's not my fault. There is nothing I can do about it." Really? I believe it would be the rental company's fault that they over-booked and didn't have a car for her. If it's not their fault then who might be to blame? I imagine most people would be upset in this situation. When she was talking (yes upset and frustrated by the responses she was getting from the agent, Tiffany) she was mid-sentence saying; "then if you can't help I need to know who it is that I contact that's authorized to deal with this situation..."
That's when it happened again; *click*! The agent just hung up. What customer service manual out there tells you to just hang up on an angry customer? It was amazing to me that 2 different individuals at the Denver location did this on 2 different occasions.
After taking a cab to Denver (as anyone would know who's flown into Denver; DIA is about 30 mins from anywhere one would be going but likely longer) I called the next morning and spoke with Andrew in Corporate again. He said he'd call the Denver office and speak with them before I called to speak with the manager there to bring him up to speed.
When I called the manager at the DIA station he said; "we'll give you 2 days free out of 14 if you want to come back out to the airport and get a car." NO THANK YOU!!
I did, however, receive from Enterprise exceptional customer service. They got a quote to just $6 higher from what EZ was quoting me. Offered to bring the car to me and waive the fee for having the drop off and pick-up location different. Here was a company that did nothing wrong to begin with but was trying to help me out when EZ Rent-a-car was repeatedly rude, showing extremely poor customer service over and again, yet were not trying to make it right with me either.
I will NEVER use EZ Rent-a-car again and warn you to do the same if you're coming to Denver! It's worth a few more bucks to go with a reputable company.