We'll pick you up...maybe
Apparently Enterprise has a different idea of the word "reservation" than do I. When I call and make a reservation for a car and they tell me that they'll come with it and get me, I presume that means that they'll actually be here at my house at the time of my reservation. This is especially true when I call them immediately after making the reservation to confirm that they'll be coming to get me at 8am and they agree.
However, the "we'll pick you up" thing seems to be an on-demand service with no prior arrangements. While I was expecting them to be here almost an hour ago, they were waiting for me to call them and tell them I'm ready. What was the point of making arrangements for this ahead of time? Why didn't the person who confirmed my reservation and that they'll be picking me up mention that there was a crucial additional step involved in my getting a car delivered to my house? If there were another option in the deliverable rental car industry I would ensure that I use them in the future. Good thing I don't need this sort of service often.
EDIT: They gave me a free upgrade and apologized for the confusion. I think their reasoning behind the policy is wrong, but they can do whatever they want as long as both parties have the same expectations. Now that I know, it won't happen again.
However, the "we'll pick you up" thing seems to be an on-demand service with no prior arrangements. While I was expecting them to be here almost an hour ago, they were waiting for me to call them and tell them I'm ready. What was the point of making arrangements for this ahead of time? Why didn't the person who confirmed my reservation and that they'll be picking me up mention that there was a crucial additional step involved in my getting a car delivered to my house? If there were another option in the deliverable rental car industry I would ensure that I use them in the future. Good thing I don't need this sort of service often.
EDIT: They gave me a free upgrade and apologized for the confusion. I think their reasoning behind the policy is wrong, but they can do whatever they want as long as both parties have the same expectations. Now that I know, it won't happen again.