Enterprise Rent-A-Car review: Customer service/manager ( 1 comment)

Dear Enterprise Customer Service,

I am writing to file a formal complaint regarding the extremely unprofessional and disrespectful treatment my husband received at your Valley Stream, NY location when he went to pick up a rental vehicle that I had reserved for August 12 through August 15.

From the moment my husband arrived, the experience was completely unacceptable. He was given a difficult time regarding the payment method. First, there was an issue with his credit card. He was then told that Cash App would be accepted, only to be told afterward that it was not accepted. There was constant confusion and conflicting information, with no clear explanation or assistance from the staff.

My husband spent approximately two hours at the rental location trying to resolve the situation and obtain the vehicle. He also spent money on Uber transportation to get to the location and return home. What makes this situation even more upsetting is that my husband recently had back surgery and was at the location walking with a brace and a cane. Despite his physical condition, he was treated with absolutely no consideration, courtesy, or respect.

Instead of making any reasonable effort to assist him, the staff continued finding excuses and ultimately refused to release the vehicle. He was then told to leave the location without a satisfactory explanation or resolution.

Most concerning of all was the behavior of the manager, who was extremely rude, dismissive, and unprofessional. The way my husband was treated was completely unacceptable, especially considering his medical condition and the amount of time and money he had already spent trying to resolve the issue.

I have been a customer expecting professional and respectful service, and this experience was far below any reasonable standard of customer service. I am requesting that Enterprise investigate this incident, including the conduct of the manager and the employees involved, and provide me with a detailed explanation of why the vehicle was not released after the reservation was made.

I would also like to know what Enterprise intends to do to address this situation and compensate us for the unnecessary time, transportation expenses, and inconvenience caused by this incident.

I expect this complaint to be taken seriously and escalated to the appropriate management level. If this matter is not properly addressed and resolved, I reserve the right to pursue further action, including filing a formal complaint with the appropriate agencies and seeking legal remedies regarding the treatment my husband received at this location.

I look forward to receiving a prompt response and a satisfactory resolution.

Sincerely,

Rosalia Keller