Enterprise Rent-A-Car review: Leasing

Hello, we are Ingrid Canale and Tim DaCosta, domestic partners of 26 years. From Chicago, Illinois. We were loyal customers for almost 30 years until recently when we unfortunately experienced the following experience. On Wednesday, October the 29th 2025, around 12: noon time we had a confirmation for a rental vehicle at your Tampa Bay International Airport location. After planning our trip which included calling your organization to see if it was ok and acceptable to utilize a debit card in Ingrid's name for her partner Tim to use to rent a vehicle. It was assured that would be ok to do so. Since the customer service representative noticed we were long standing customers and assured us over the phone that it was ok to do so. After deplaning from United from Chicago to Tampa, Tim Dacosta proceeded to your rental location to pick up a vehicle, to Tim's surprise it was mentioned by the manager that Tim could "not" utilize their domestic U.S. Bank debit card that was in both of our names. Tim even spent 2 hours over the phone with our banker at U.S. Bank to set up a Master Card in his name which again wasn't accepted by the manager. After planning taking time off of work, spending what available resources we had to buy an airline ticket we were absolutely devastated. It was imperative that we dealt with Ingrid's mothers affairs in Tampa, which included listing her home because Ingrid's mother Helene is 84 bedridden with dementia. The sale of the house is to be used to sustain the rest of Helene's life. Ingrid herself recently suffered a severe, severe heart attack. And couldn't fly to process her mother Helene's personal affairs. This entire disappointing refusal by your company to lease a vehicle because of the refusal to accept our joint debit card was absolutely devastating. If you plug our names in to your database, you will clearly see we have been loyal customers again for close to 30 years. I (Tim) even mentioned that to your manager at the Tampa Bay International Airport location. He, which I wasn't given his name was around 30 years old a white male with a balding head, wasn't so accommodating and didn't even want to talk to my partner Ingrid over the phone until I insisted that he do so. This experience resulted in the following inconveniences for us in the following ways:
1) The revenue that was lost on an airline ticket though United to get down to Tampa.
2) Our valuable time.
3) The cost of another ticket through American to fly back to Chicago.
4) The inconvenience of boarding three times in 24 hours, flying to Tampa, a connecting flight to Charlotte, North Carolina which included a stop over time of one- and one-half hours, before flying back to Chicago on another flight. A total of flying three flights, standing in line for three TSA security check points and the stress of walking many steps in the process.
5) The high priority delay of listing a family home, which the forthcoming imperative proceeds are needed A.S.A.P.
We firmly thought that Enterprise was a company with core values which included hassle free transactions and friendly staff, at least that is what we used to think. For the most part your staff in Chicago are the best. Unfortunately, we experienced the total opposite over all these years of being a valued customer. Our complete disappointments that were experienced changed the way look at your organization.
In closing we were highly disappointed the way we were treated.
Best regards,
Ingrid Canale
&
Tim DaCosta