Enterprise Rent-A-Car review: Car rental

FORMAL ESCALATION COMPLAINT – ENTERPRISE RENT-A-CAR

Enterprise Rent-A-Car Location:
5100 Independence Boulevard
Charlotte, NC

Subject: URGENT CORPORATE ESCALATION – Confirmed SUV Reservation Not Honored, Customer Abandoned Without Assistance, Transportation Expense, and Failure to Follow Up

To Enterprise Corporate Customer Relations and Management:

I am submitting this complaint because of the unacceptable way my confirmed reservation was handled by the Enterprise location at 5100 Independence Boulevard in Charlotte, NC, followed by an additional failure by Enterprise Customer Service to resolve the matter.

I made my SUV reservation on Wednesday for a scheduled pickup on Saturday at 12:00 noon.

I relied upon Enterprise's reservation and made arrangements to travel to the location. Because I did not have transportation to the Enterprise location, I paid for an Uber to get there.

When I arrived at the Enterprise location, I was told by the clerk that there were no SUVs available.

I had made the reservation several days earlier. I did not simply show up expecting an SUV. I had a reservation and a scheduled pickup time.

Despite this, the clerk did not make a meaningful effort to assist me in locating an SUV at another Enterprise location or provide me with an acceptable alternative.

I was also informed that the location was closing at approximately 12:00 noon, leaving me without the vehicle I had reserved and without reasonable assistance in finding another vehicle.

I Immediately Contacted Enterprise Customer Service

Because the location did not resolve the situation, I contacted Enterprise Customer Service.

I called Customer Service at approximately 1:00 PM.

During that call, I explained what had happened. I was told that a manager would contact me and that the issue would be resolved.

Because I did not receive a call, I contacted Customer Service again at approximately 1:30 PM.

Once again, I was told that a manager would get back to me and resolve the situation.

It is now approximately 2:50 PM, and no manager has contacted me.

This is extremely frustrating and unacceptable.

I have now made multiple attempts to get Enterprise to address a problem that Enterprise itself created. I made the reservation in advance, traveled to the location, paid for an Uber, arrived expecting the reserved vehicle, and was then told there were no SUVs available.

After that, I contacted Customer Service twice and was specifically told that a manager would contact me.

No one has contacted me.

Enterprise Has Failed Me at Multiple Levels

There have now been several separate failures:

First: Enterprise accepted my SUV reservation for Saturday at noon.

Second: I traveled to the location based on that reservation and paid an Uber expense.

Third: The reserved SUV was not available.

Fourth: The employee at the location did not provide reasonable assistance in locating another SUV or resolving the situation.

Fifth: The location was closing, leaving me with no reasonable opportunity to resolve the issue there.

Sixth: I contacted Customer Service at approximately 1:00 PM and was told a manager would contact me.

Seventh: I called Customer Service again at approximately 1:30 PM because no one had contacted me.

Eighth: I was again told that a manager would get back to me and resolve the issue.

Ninth: As of approximately 2:50 PM, nobody has contacted me.

This is not the level of customer service I expected from Enterprise.

I Am Requesting Immediate Corporate Intervention

I am requesting that this matter be immediately escalated to a corporate manager or appropriate senior representative.

I want Enterprise to investigate why my reservation was accepted if the requested SUV was not available.

I also want Enterprise to determine why no employee at the location attempted to locate a replacement SUV for me.

Most importantly, I want an explanation as to why Customer Service told me twice that a manager would contact me and resolve the matter, yet nobody has contacted me.

I should not have to continue calling Enterprise repeatedly to get someone to address a problem caused by Enterprise.

Compensation and Resolution Requested

I am requesting:

Reimbursement for the Uber expense I incurred traveling to Enterprise based upon the reservation.
Compensation for the time and inconvenience caused by Enterprise's failure to provide the reserved vehicle.
Assistance locating and providing an appropriate replacement vehicle if I still require one.
A written explanation of why my reservation was not honored.
An explanation of why the Enterprise location did not assist me in finding another SUV.
An explanation of why Customer Service failed to follow through after promising that a manager would contact me.
A review of the employees and management involved.
Confirmation that this complaint has been escalated to corporate management.
A written response addressing each issue raised in this complaint.

I am asking Enterprise to take responsibility for what happened instead of simply giving me another apology or telling me that someone will call me.

I have already been told twice that someone would contact me.

I am still waiting.

I expect an Enterprise manager or corporate representative to contact me promptly and provide a real resolution.

Please preserve and review all records associated with my reservation, including the reservation history, vehicle availability records, employee notes, customer service call records, and any internal communications concerning this incident.

I am documenting the times of my calls and the promises made to me because I want a complete record of my attempts to resolve this matter.

I expect a written response and appropriate resolution.

Sincerely,

Glynita Wilson