Complaints

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• Initial Complaint

  Date:05/29/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was renting cars from Enterprise since my truck was getting the engine replaced. Two weeks straight I had a big Durango. The next week I go pick up the vehicle (I always get mid-sized SUV thru Hotwire because it be cheaper) & it's a small Jeep Compass. So I went back in to ask the lady at the counter was that the right vehicle. By this time he was walking up and cut her off and said, "Yes, that's the right vehicle. You reserved a standard SUV!" So I went back outside looked up my reservation, walked back in to show him that it says mid-sized. I said, "See this says mid-sized, how is that little SUV mid-sized?" With the nastiest tone ******* PERKINS (Branch Manager) said, "Ma'am that's what you reserved. If you want to upgrade, pay the money to upgrade, I'm not about to go back and forth with you!" Because he was extremely hostile, I simply asked what kind of manager was he and he rudely replied with "What kind of woman are you." The other female employee was out there and was telling that he talks to people like that all the time. Then afterwards he'll add their name on a do not rent list. She said he even talk to fellow employees like that and she was ready to walk out plenty of times because of it. Another week later I called to reserve another vehicle and got transferred to speak to someone who told me that I couldn't rent because I was on the do not rent list. I am so upset and I asked how do you get on that list? She said you either get on from not paying, or causing physical harm to an employee. I said ma'am I'm 7 months pregnant, what kind of physical harm can I cause, but how do you get off, she said some people never get off. I told her how the manager handled everything and she felt so bad for me. Now at 7 months (high risk) pregnancy, two other children of my own, engine gone out on my car, thousands of dollars spent renting from Enterprise, what remedy do I have? On top of it all, I'm a Soldier in the Army Reserve! I've not received a call at all!

  Business Response

  Date: 06/16/2022

  Business Response /* (1000, 5, 2022/06/01) */ Our Area Manager and Regional Risk Manager both spoke with this customer on 5/31. During these conversations, we walked the customer thru the rental process and the situation that led to her being placed on the do not rent list. After speaking with her about the situation, we determined that we would allow the customer the opportunity to rent again and have notified her that he profile is now available to rent.