I reserved a mini-van with Enterprise through priceline.com on 5/20/2018 at 1:10pm EDT. The reservation confirmation was issued at the same time to pick up the car on 5/24/17 at 4:00pm and returning the vehicle on 5/30/18 at 4:00pm. This is at the Enterprise Alpharetta Location. The confirmation was received via email with dates, pricing, and all other pertinent information such as unlimited mileage, etc. The cost is due at pickup.

I then received a voicemail on 5/21/2018 at 1:18pm EDT from a person named “Kevin” that he is giving me a "COURTESY" call that they do not have any nor does he anticipate any 7-person car available due to Memorial Day weekend.

I called the number and talked to an "Austin" who told me that the reservation is not a guarantee and will have to go to another rental agency. I was upset and asked that he helped me find a car through the enterprise network to pick up at his location. He noted that he does not understand why they have the car to offer for rental as they are out of inventory at the time of my reservation. I told "Austin" that I just checked on the website (and again around 4:00pm) and that car is still available for rental. Regardless, that it is his job to find me a car that I reserved. “Austin” noted they don’t do that. When he kept pushing back, I asked to speak to his manager and was told that he is not available. After several heated exchanged, he then hung up.

I then proceeded to call Enterprise Corporate and talked to "Keisha". Much to my disappointment, I received similar response. That "Customers sometimes keep their cars over their allotment of time" and availability is not always there. What is the purpose of a reservation then? Additionally, when I told her that the person at the rental location told me the reason the car is not available is due to “Sales-Web Site” offering the wrong information, she went silent. When I asked to speak to her manager, she put me on hold and the phone went dead.

When airlines bump passengers, they at least try to make it right. This is my first experience at a Car Rental Agency (a $21 Billion a year revenue company that is supposed to focus on customer service) being treated this way.

If there are readers for this post that knows the inner workings of Enterprise, can you direct me to where I can escalate and make known this issue to the utmost senior levels at Enterprise? Thank you.