Enterprise Rent-A-Car review: Poor customer service / enterprise plus not available at local location

Up until yesterday, I had a great relationship with the former manager, Erica. Prior to that it was OK and when Kazzie Yang was there it was horrible (being yelled at and disrespected in person and on the phone.)

Yesterday I met the new manager, Alex, who seemed personable enough.

Prior to arriving I had a problem with a reservation that I could not cancel online on the previous Friday due to something in the system. I called on Monday morning because my points were not put back on my account. I am a Platinum member (which means crap because I am treated no differently and now I am informed I can't use my free upgrades at the locations); and I wanted to use the points on a two day rental. I was told by "Parker" that there is nothing that can be done at the local level(which I knew to be untrue as this has happened before in the past two years of weekly renting, and the location always helped me with this issue.

I was told to call "corporate." Ok, I did and the points were redeposited in my account.

I had a reservation for one day as I didn't think I would be able to use my points since the location lead me to believe that points would not be available at the local level. "We don't have anything to do with points, we don't deal with them at all."

When my points were redeposited I went online (call wait time is crazy at this location so I prefer to do my res online) and I tried to cancel the one day but it said it couldn't be modified, so I went ahead and booked a second reservation for two days with one day being my points.

I waited outside for a bit, and then Alex greeted me, (the other employees looked super stressed BTW). I said I have a reservation for 2 days. He walked me over to a versa and when I saw the size (I usually have SUVs or Full size cars) I asked if I could upgrade with my points upgrade.

He said no they can't use them at the locations, that I have to call in and redeem them through "corporate" and make a reservation through them. WTH?

This is NOT the first time I filed a complaint, but damn... this is ridiculous. Are local offices now just pick up and drop off car lots...no customer service?

Bad enough we have to sit outside in the rain/sun/etc to wait for "curbside service".

Alex confirms I will be charged for one day (which would be correct since I thought I used points for one of the days.) When I left, the car was horrible. I couldn't see through the windshield it was so dirty inside. I side of the car doors had drip marks down the interior of the door. Doesn't seem like extra precautions are being taken due to covid 19 anymore.

Previously, I was always asked to check out the vehicle and if it was not clean or smelled, I was cheerfully shown a line of vehicles and asked to pick one.

I stopped to look at the rental agreement and it was for the one day rental. Now, #1 I told Alex I had a 2 day rental, #2 HE pulled up the wrong reservation IF he had been listening to me.

I made another call -- to the local branch because apparently corporate does not claim to care about the local branches, and my past experience with getting to talk to the district manager --if anyone would even give up his name or number--produced NOTHING not even a call back.

I spoke with Tori who is great. She has always helped me out. She treats me well as a customer.

She said she would try and get the two reservations merged. Well, apparently it isn't possible to do so... so my option was to come in, close out this contract and get the deposit and the money refunded (2-3 day wait) and then rewrite a new contract put down another deposit and pay for the one day again, and get to use my free day. So, here's my issue. I am retired from the Customer Service Business.

I worked in the service industry and held a District Manager position, as well as a Regional Manager position. If this was an employee under my leadership, and they told a customer to basically fix their own problem and no, you can't use the free upgrade here, no we can't help you with points, they would be GONE! I have had ALL of this issues resolved at the local level at least once or twice before. Now, apparently everything has to be done through CORPORATE, who, when I call tell me they don't have any way to even get access to the local office as they are on a different system than corporate who handles airport locations.
Not to mention, this car is a piece of crap.

Over 60 it shakes so hard you can barely hold onto the steering wheel and it drives to the left, so you have to fight with the steering wheel to keep on the road. I did call about that and was told that they would be glad to switch it out for me. I guess I need to be happy they are willing to do that, even though I will have to take time out of a busy day to go back and wait in the humid hot weather to be switched out to another car. And, yes, I know it is for covid protection, although I have heard other locations were allowing customers into the office with social distancing...
why does that NOT surprise me?!

Believe me when I tell you that I will be sharing my bad experiences with my client, friends, and anyone that will listen. Remember: A dissatisfied customer will tell between 9-15 people about their experience.
Around 13% of dissatisfied customers tell more than 20 people. I will be in that 13%.