Travel, Car Rental - Enterprise trouble with Enterprise

Complaints.com received the following e-message on August 6, 2001:

From:

RE: Enterprise Car Rental

The complaint I have concerns the date of 8/1 when I made a reservation with Enterprise for a rental the next morning at 8am. I informed Enterprise at the time that I had an important meeting at the airport at 9am, and that was why I needed a pick up at 8am. On 8/2 at 745am Enterprise called to inform me the driver would arrive shortly. I realized at that moment that I had forgotten my wallet at my office and told the rep that I needed the driver to take me to my office to get it.

She told me they could not do this, as they had limited personnel. I was forced to take a cab ( $25, but she did say that she would transfer the reservation I had, $35 for a compact car, to the airport location, not actually at the airport but some small distance away. I said fine as long as I get to the arport. Now the complaint: The airport office informed me that they did not have my reservation, in any case they said they did not have a compact, but i could renta nother larger car at a much higher price. I refused , an argument ensued. Finallly, after speaking to a manager, Jill, she agreed to get a compact. To make a long story short, she was extremely rude to me when I complained about the delay of getting the car, the mixup in th reservation, etc. In fact, on the way across the parking lot, she said that if I continued to complain, she would returmn me to my office and then I could see about getting a rental with someone else. She also warned me not to ruin her day, just because mine was ruined.

I apologized due to the fact I needed the car, and subsequently, because of all the hassle with Enterprise, I missed my 9am appt. I feel that the customer service offered, the overreaction of the manager, and the ill treatment by her constitute a severe breach of contract and what enterprise terms " great customer service" I urge custiomers to find an alternative to Enterprise. This kind of behavior should not be rewarded.

I did inform Jill's boss of such incident, but she refused to enter anything in Jill's file and did not offer the letter of apology I requested.

There are a lot more details to this, in fact I have a 6 page letter describing it all if needed. Thank you for accepting my complaint.

Sincerely,

Franco Parisi