Enterprise Rent-A-Car review: Customer service issue's ( 1 comment)

I am writing to formally express my disappointment with the treatment I received during my recent rental pickup. As someone who travels frequently for business and rents vehicles regularly, this was one of the most uncomfortable and unprofessional rental experiences I have ever encountered.

From the moment I arrived, I felt that I was being profiled and treated differently. The manager questioned me extensively about my travel plans. After I explained that I was traveling to Pittsburgh for work, he continued asking what type of work I did. I found these questions unnecessary, intrusive, and unrelated to the rental transaction.

I had reserved a compact SUV, yet I was offered a Chrysler Pacifica minivan instead. When I asked if I could receive the vehicle category I had reserved or another SUV, I was repeatedly told that every vehicle I requested was on a recall. However, the parking lot was full of vehicles, making it difficult to believe that virtually every available vehicle was affected by a recall. No effort was made to provide a reasonable explanation or accommodate my reservation.

The experience became even more concerning when another manager informed me that the insurance coverage I had purchased through AAA was not accepted because it was “third-party insurance.” He instructed me to cancel it and purchase Enterprise’s insurance instead. While I was trying to understand why, he continued staring at me in a manner that made me feel uncomfortable and singled out. Shortly afterward, the first manager contradicted him by stating that Enterprise does accept third-party insurance and would simply bill that insurer if any damage occurred. The conflicting information demonstrated a lack of training and professionalism.

Even after the transaction was completed, the second manager continued watching me in a way that made me feel suspiciously scrutinized as I prepared to drive away. His behavior left me feeling awkward, uncomfortable, and discriminated against.

As a business traveler who spends approximately $20,000 annually on rental vehicles, I expect to be treated with professionalism, respect, and consistency. Instead, I left feeling humiliated, profiled, and completely dissatisfied with the service I received.

Because of this experience, I have decided that I will never return to this location. Enterprise has lost not only my personal business but also my future business travel rentals unless this matter is appropriately addressed.

I respectfully request that Enterprise investigate this incident, review the conduct of the employees involved, clarify the insurance misinformation that was provided, and explain why I was denied the vehicle class that I had reserved despite what appeared to be numerous available vehicles.

I look forward to your response and to learning what corrective actions will be taken to ensure that other customers are not subjected to a similar experience.