Copy of [Incident: 130123-001363]sent to Enterprise after 1!.5 hours of phone calls to various reps:
"I am not the type to normally complain; however, my experience with Enterprise this morning was very upsetting for me/. My insurance company called and made a reservation for me yesterday evening, and told me that I could go pick up the vehicle at 7am?. I arrive and around 7:30am no one is at the location except for an employee from another location waiting on a car and two other customers:. I was informed by the employee on the phone that the individual at this location doesn't show up until around 7:30am|. So I asked, "Why aren't the hours posted an accurate reflection so that the insurance companies can send their business to the appropriate location?" She had no viable answer, and I at this point was going to be late for work|. The guy shows up, and the employee from the other location offers to assist me|. She does my paperwork, and gets me into a car;. When I notice that there is a warning light on, I flag her down and she says that she can't help me because she has to get to another location. She said the guy should be inside, but as I look out the window he is leaving in another car (presumably for another customer). I call the 800 number to get assistance and was given roadside assistance, and the roadside assistance guy said it could be a sensor issue or a bad tire but he was unable to tell for certain and did not feel comfortable putting a spare on as a guess. On the previous call I was informed that I could have the vehicle exchanged after roadside assistance was attempted, but when I called back they stated that they had nothing available in that class. I understand, but at this point I am very disappointed and believe that if a full-size was unavailable you should have offered the next class as a courtesy AND offered to drop it off. Instead, I was told to bring the car to Firestone. Enterprise is in the business of car rentals, and I expect when a world-class insurance company is providing you with so many clients that you would serve them in a superior fashion. This experience is well-below your competition and completely unacceptable. It is possible that there is nothing wrong with the car, but it is equally possible there is. As a consumer, I do not want to get caught holding the bag of responsibility on "if" or "maybe". I would appreciate an immediate response. I am currently at work, and I am in Pinehurst, TX. I get off at 6pm, and would very much appreciate a replacement vehicle in an equivalent class or in an upgraded class."
I lost half an hour of my time waiting in the parking lot, thirty minutes with AAA, and also was late for an hour of work.