In March, I called the local Enterprise Rental Car agency to request a specific type of vehicle for a two week vacation I was taking with my family. The agent at that time told me that a specific make and model of vehicle could not be reserved, but a reservation could be made for a specific type of vehicle ie: mini-van, SUV, etc. I reserved a mini-van for a two week period in July.
At about the middle of May, I called the local office to confirm this reservation as I could not find it on the Enterprise web page. The agent informed me that my reservation was indeed in the computer and that I had requested a mini-van for two weeks in July. The agent also told me to confirm this reservation 3 to 4 days before departure.
Four days before my depature, I again called the office. This time I spoke with someone representing himself as the manager. He told me that my reservation for a mini-van was in the computer and that he would have one at this location at 7:30 AM on the day of my rental.
I arrived at the local rental office at 7:30 AM on the first day of my rental. I was told, again by an individual representing himself as the manager, the mini-van I had reserved was not available. This person offered the only two extra size vehicles in the lot. Neither of which had the storage room I needed for my vacation. Due to the fact I had made plans to drive some 450 miles and meet friends, I took the larger of the two.
During my trip, I had to purchase a car top carrier just to make the driving bareable. On my return, I informed the same agent representing himself as the manager that I was very displeased with my rental. After explaining that I requested a mini-van for the extra storage, the manager reduced my bill by 10%.
I spoke with someone representing herself as the district manager and explained to her the problems and dissatisfaction with my rental experience. She told me she could refund all or a portion of my rental. I told her to just refund the difference between what I actually paid and what I was quoted, some $120. To date, I have recieved nothing. This district manager has left the company and no record exists of any authorization for refund.
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