Enterprise Holdings

Good morning Enterprise,

I wanted to bring to your attention an incident this evening with my reservation WXZKYN at your location of 1800 S. Main St. Grapevine, TX 76051, which unfortunately led to an escalation of concerns. Below is a summary of the situation, including some unresolved issues that need to be addressed:

1. Unmet Promises to Client: I was promised certain assistance and a direct line to the front-end manager and rental. Brandon was given time frames of calls with actual call logs from Chaz's phone and guarantees his staff promised. Once these guarantees couldn't be delivered (Training Issues Clients Shouldn't Be Held Accountable For), the front-end manager refused to include their name (Alejandra Olivia) and corporate phone number. When the client requested these details, they were refused, which only added to the frustration. Alejandra also refused to allow me to speak with the manager, Brandon DeFrance, who came and tried to resolve the issue almost an hour later. Why would a client not be allowed, or staff be allowed to lie to clients about the manager's duties and ability to be spoken to resolve an error in Enterprise's training abilities?

2. Brandon DeFrance's Involvement: The client was informed that Brandon DeFrance, the area rental manager, was unavailable to speak because Alejandra was the only manager at the location, and she claimed she was the senior manager on staff that evening. Brandon came out to speak with me around 6 PM after the situation escalated. Can you clarify why Brandon was not available to engage with Chaz Brooksher before the situation reached this point? It would have been beneficial to involve him sooner to prevent the escalation.

3. Front-End Manager's (Alejandra Olivia) Actions: There are discrepancies in what occurred during the interaction with Alejandra Olivia. She claims that Chaz Brooksher made inappropriate gestures, such as throwing a pen at her. When Chaz requested that Brandon review the video footage to verify the claim, the request was refused. This is concerning, especially given the severity of Alejandra's allegations. Could you please provide clarity on why the footage was not reviewed, and why Chaz's request was not taken seriously?

4. Misleading Statements: Additionally, there were misleading statements made by the front-end manager regarding the events that took place. The client has expressed frustration that their concerns were dismissed, and that inaccurate accounts of the interaction were shared.

Given the serious nature of this complaint, I believe it's important we address all points with transparency and ensure the client's concerns are properly addressed. Could you kindly look into the details of this situation, clarify the chain of events, and let me know how we can move forward to resolve the matter and prevent similar issues in the future?

Thank you for your attention to this. I look forward to your feedback.

After our NCL cruise, we picked up a car, a Suzuki Leon. As a former auto executive, I knew this was an awful car but had no choice.

We left for the Sagrada Familia 4 miles away. After 2 miles, the clutch went out. I have driven hundreds of clutch vehicles including my Viper 2001 for many years. Never had a clutch problem, so I knew it wasn't my driving skills.

We sat in the middle of a five-lane busy road downtown for two hours while we waited for the tow service. We were told we had to stay with the car until they retrieved it. We then had to wait for 30 minutes more for a ride to the rental location. We were given another car.

I refused this car as the brakes were defective because I could see the gouged-out rotors. We waited another 45 minutes for another car which was adequate. Upon leaving and returning the car at the airport, we were assured the manager would call us and compensate us for the wasted four hours. No call at all.

A month later we received a letter stating that we owed $1500 for damage to the clutch with a list of the repairs. We called the location, the Spanish regional office, and Enterprise corporate. We were then sent another letter saying they denied our dispute. Fast forward to this week, we prepaid a rental through Allegiant Airlines at Alamo and were told we could not rent at Alamo, National, or Enterprise because of an unresolved damage claim.

Corporate Enterprise has not returned a call. We could only talk to a call center in Mexico who transferred us to an unanswered message. I have had hundreds of rentals collectively. Now we must file a legal claim.

Although international rentals can have questionable charges for tolls and tickets, this beats them all.

Only a moron would think that we could have caused this clutch to totally fail after two miles. Nice try to collect for your *** car and lack of preventive maintenance on your fleet.