Disclaimer: This review is based solely on my personal experience and opinions. I am sharing it in the hope of providing feedback that could help improve the customer experience. I recently had an extremely frustrating experience with Enterprise, and I will not consider using their services again until there are significant changes. I made a reservation through the app on Thursday and received a confirmation. Afterward, I went to my local Enterprise office to ensure everything was in order, specifically that the SUV I requested would be available. I was reassured without hesitation: “No problem. We’ll see you Saturday.” On Saturday, I arrived at the office, only to find three other people waiting for vehicles, all seemingly in the same situation. The staff were scrambling to find cars, which immediately suggested that the company had overbooked. I waited for an hour and 15 minutes before I was finally told my car was ready. However, when I stepped outside, I found that instead of the SUV I reserved, they were giving me a minivan. This was not what I requested or wanted. When I raised this issue, I was told there were no guarantees on the specific type of vehicle, even though I made a clear reservation for an SUV. This left me feeling as though Enterprise operates under an “open booking” policy where inventory is insufficient, leaving customers in a bind. It appears that your company would rather ensure all cars are rented out each day—even if it means inconveniencing your customers—than prioritize fulfilling reservations accurately. What’s even more disappointing is that this is not an isolated incident. Just a few weeks ago, I rented a car from a different Enterprise location and went through the exact same situation. It’s clearly a systemic issue across multiple locations, not a one-off occurrence. To add insult to injury, there’s a poster in the local office stating, “Your satisfaction is our priority.” Nothing could be further from the truth. From my experience, your priority is to rent out every last vehicle regardless of the impact on the customer. I genuinely feel for the employees who are trying to do their best while adhering to what are clearly flawed corporate policies. It’s obvious they are overburdened and left scrambling to manage customer expectations with inadequate resources. They shouldn’t be left to clean up the mess caused by corporate mismanagement. Finally, I urge you: please do not respond with a generic apology. A stock response won’t change the underlying issues, and it’s clear that this company is more concerned with saving face than delivering on its promises. I hope more customers realize they deserve better service and start seeking alternatives.