Enterprise Rent-A-Car review: Ongoing failure to fulfill reserved vehicle class and declining customer service ( 1 comment)

To Whom It May Concern,

I am writing to formally express my disappointment with the continued decline in service at the Enterprise Rent-A-Car branch located at 147 Poquonock Avenue, Windsor, CT 06095. After years of being a loyal Enterprise customer for both business and personal travel, I have reached the point where I no longer intend to use Enterprise for future rental needs.

While I understand that smaller branch locations can face inventory challenges, the issues I have experienced over the past year go far beyond occasional availability constraints. The pattern has become one of consistently advertising and accepting reservations for vehicle classes that cannot be fulfilled, accompanied by little effort to find reasonable alternatives or provide customer support.

In the past, if issues arose with a rental vehicle, local management worked diligently to resolve them. Whether it was a vehicle delivered in poor condition or one requiring immediate attention, there was always a genuine effort to make things right. Unfortunately, that level of customer service appears to have disappeared.

The most significant issue has been Enterprise's repeated inability to provide the vehicle class I reserved. When I reserve a vehicle, I reasonably expect that vehicle, or at minimum a comparable upgrade, to be available when I arrive for pickup.

Examples from my recent reservations include:

First luxury sedan reservation: I was provided a BMW M5. While not technically a sedan, it was a premium vehicle and I accepted the substitution.
Second luxury sedan reservation: I was informed that my reserved vehicle was unavailable and encouraged to drive to another branch to see what they had available. No one from the Windsor location contacted the other branch on my behalf. After making the trip myself, I was ultimately given a Ford F-150, which bears little resemblance to the luxury sedan category I had reserved.
Current reservation for August 22, 2026: Wanting to avoid another surprise, I called the Windsor branch in advance. I was informed they had no vehicle available in the class I reserved and no indication that one would be available by my pickup date.
This raises an obvious question: Why is a vehicle class offered for reservation at a location that repeatedly cannot fulfill it?

I was not attempting to reserve a specialty vehicle such as a Corvette or convertible. I reserved a luxury sedan specifically because I have a long trip planned with four adults, and comfort and passenger space were important considerations. Instead, I am once again being told that the vehicle I reserved will likely not be available.

What is equally frustrating is the apparent lack of effort to assist the customer. During my recent conversation, there was no attempt to proactively contact nearby branches, identify alternative vehicles, or otherwise help find a solution. The nearest Enterprise location is only a few miles away, yet the burden consistently falls on the customer to solve Enterprise's inventory problems.

At this point, the experience feels less like a reservation and more like a gamble. Customers reserve and pay for one vehicle class but routinely receive something substantially different. When this happens repeatedly, it is difficult not to view the process as misleading.

I have remained loyal to Enterprise for years, even though my employer's travel platform provides access to multiple rental providers. I have consistently chosen Enterprise because of my previous positive experiences. Unfortunately, that loyalty has not been reciprocated.

This reservation will be my final rental with Enterprise. Going forward, I will be taking my business elsewhere. While I recognize that one customer may not significantly impact a company of Enterprise's size, I can no longer justify continuing to use a service that repeatedly fails to deliver what is promised and demonstrates little interest in resolving customer concerns.

It is unfortunate that it has come to this. I have given Enterprise numerous opportunities to correct these recurring issues, but the quality of service and commitment to customer satisfaction have steadily declined.