Steve Minor-Enterprise Rent-A-Car-1754229656

Subject: Formal Complaint Regarding Unfulfilled Vehicle Reservation – Confirmation #1680626707 Dear Enterprise Customer Service, I am writing to express my deep dissatisfaction with my recent rental experience involving reservation confirmation number 1680626707, booked on Friday, August 2, 2025, for pickup at your Hurstbourne Lane, Louisville location. At 2:19 PM on the 2nd, I received an email confirming my reservation for a Luxury vehicle. However, when I arrived at the branch the following day, I was informed that the reserved vehicle was not available—and, more troubling, never was. The representative assisting me admitted that he had already informed the Corporate Rental Department the previous day that no such vehicle was on-site. Yet, no one from Enterprise reached out to inform me of this issue prior to my arrival. This lack of communication left me in a bind. I was on a strict schedule and had no other options available at that moment. Instead of the vehicle I had carefully selected, I was offered a substitute—a Ford Expedition—which the representative described as an “upgrade.” For me, this was far from an upgrade: I am 71 years old and unsteady, and I almost neeeded a ladder to get in and out and out of this oversized SUV. The vehicle does not fit in my garage and has to be parked awkwardly to fit on my short driveway. It consumes significantly more fuel, making it economically inefficient. And most importantly, it was not the vehicle I requested or needed. What I find most unacceptable is that Enterprise was aware of the inventory issue prior to my arrival and made no attempt to contact me. Had I been notified, I would have gladly driven to another location to pick up the appropriate vehicle. To make matters worse, I received a follow-up text from Enterprise on Saturday claiming: “Customer Service is our top priority, and we want to ensure that your rental experience with Enterprise Rent-A-Car is an excellent one.” I responded immediately to that message immediately, outlining the above concerns. To date, I have received no response. Ironically, the only follow-up communication I’ve received was a reminder about my drop-off time. This experience has left me with the impression that Enterprise has lost its way. The representative’s demeanor strongly suggested that this is a regular occurrence and that he often has to deal with frustrated customers placed in similar situations. If this is your standard operating practice, it borders on deceptive. I am requesting a formal response regarding this incident and would appreciate a sincere explanation of why the reservation was accepted when the inventory was not available—and why I, the customer, was not informed. I also believe a partial refund or credit is warranted given the significant inconvenience and mismatch of the vehicle provided. I have long trusted Enterprise for my rental needs, but this experience has seriously called into question my willingness to do so in the future. I have searched the web for an email address for the "office of the President". Sadly, it does not exist however I did not expect to find it. Sincerely, Steve Minor 502-345-8001 steveminorrealtor@gmail.com