Enterprise Rent-A-Car review: unprofessional behavior

I am submitting a formal complaint about how your location at 8916 McGaw Court, Columbia, Maryland, handled my recent rental. This involves the improper forced closure of my active rental agreement, an unexpected $300 deposit requirement, conflicting return location details, threatened additional fees, and unprofessional treatment from staff at the Columbia branch.

Background and Sequence of Events:

- Original Rental (Agreement #4TH4NC): My rental began on August 29, 2026, in Cumberland, MD, while my personal vehicle was undergoing mechanical repairs at a local dealership. I paid $1,380.65 for this initial period, as confirmed by my Capital One statement posted on September 10.
- Vehicle Exchange Request: After returning an initial replacement vehicle (a minivan) due to safety concerns during inclement weather, Customer Care authorized a vehicle exchange at the Columbia location under authorization code #52336335.
- Columbia Location Handling (Agreement #4YHNTV): Upon arrival, the Columbia staff were hostile and dismissive. Rather than processing a routine exchange, the manager closed my original continuous rental agreement and opened a new agreement originating from Columbia on September 9, requiring an unannounced $300 deposit and estimating charges at $1,196.06.
- Return Location & Fee Disputes: Because my personal vehicle is in Cumberland, the rental must be returned there. Although Enterprise Customer Care updated the return location to Cumberland, a Columbia representative later called to insist this was an unauthorized one-way rental and said they would deduct the disputed one-way fees from my deposit upon return.

Currently, my credit card shows a pending $648.96 charge in addition to the $1,380.65 already paid, while the online system still incorrectly lists Columbia as the drop-off location for September 23.

Requested Actions:

1. Investigate Branch Conduct: Review Customer Care call logs (specifically for code #52336335) and address the unprofessional behavior of the Columbia location staff.
2. Clarify Account Actions: Explain why an active, continuous rental was closed to perform a vehicle exchange and clarify the necessity of the additional $300 deposit.
3. Correct Drop-off & Waive Fees: Formally confirm in writing that Cumberland, MD is the authorized return location with all one-way/drop fees waived, and guarantee that no disputed fees will be deducted from my deposit.
4. Itemized Accounting: Provide a full, itemized ledger of all charges, pending authorizations, deposits, and credits across both agreements (#4TH4NC and #4YHNTV).
5. Ensure Extension: Ensure the rental remains seamlessly extended through the completion of my personal vehicle's repairs (approximately September 23) without further disruption.

I request a formal written response and resolution from Corporate Customer Care before I return the vehicle.

Sincerely,

Kimberly D. Sims
Enterprise Plus Customer
Original Rental Agreement: 4TH4NC
Replacement Rental Agreement: 4YHNTV
Customer Service Authorization Code: 52336335