To the specific employee of the Clayton Enterprise, This is an open letter to express my deep disappointment, frustration, and sadness regarding the unprofessional and careless service I have experienced at the Enterprise branch in Clayton. I recently relocated to the United States to work for Novo Nordisk, a globally respected company that maintains a corporate agreement with Enterprise for all vehicle rentals in the U.S. This agreement is built on the expectation of reliability, professionalism, and customer care—qualities that I have not experienced at this location. While I am not writing on behalf of Novo Nordisk, I feel it is important to highlight how this situation reflects poorly on Enterprise’s commitment to its corporate partners and raises serious concerns about its ability to deliver the high standards expected by companies that entrust them with their business. Repeated Negligence and Lack of Accountability When I first rented a Hyundai Kona from this branch, the car already had a visible defect—its side mirror was dislodged at the time of pickup. This alone warranted an immediate exchange, but what followed was a week-long ordeal filled with dismissive attitudes and unnecessary obstacles. For seven consecutive days, I visited the Clayton branch in an attempt to exchange the vehicle for a Hyundai Tucson, which I know I am entitled to request as part of my rental agreement. I emailed the branch manager and called multiple times, but received no assistance or updates. Each time I visited in person, I was met by the same employee who showed no interest in helping me, never asked why I wanted to exchange the vehicle, and treated my requests with indifference and disrespect. The Incident That Crossed the Line Today’s visit was particularly upsetting. Upon arrival, I noticed a Hyundai Tucson parked outside and asked if it was available. Instead of helping me, this same employee once again dismissed my request. A woman ahead of me in line, after hearing about my situation, generously offered to let me have the Tucson and said she would take another car instead. Her kindness, however, was completely ignored by the employee. He misled her into believing the Tucson was the only vehicle available, despite the many other cars clearly visible in the parking lot. This was not only dishonest but also entirely unnecessary—a decision made purely out of carelessness and lack of regard for customers. Witnesses Were Just as Appalled What made the situation even more disheartening was the reaction of other customers and staff in the branch. • The woman who tried to help me was visibly frustrated and confused by the employee’s behavior. • A second employee privately acknowledged that this individual is consistently rude, unhelpful, and careless, suggesting this was not an isolated incident. • Other customers who witnessed the interaction expressed their sympathy and disbelief at how poorly the situation was handled. A Complete Failure of Customer Service What I expected was basic professionalism and honest communication. What I received instead was seven days of delays, ignored emails and calls, and a pattern of behavior that demonstrated no intention to assist me. Had the employee simply said, “We don’t have a Tucson available,” I would have accepted that explanation and moved forward. Instead, I was subjected to misleading information and deliberate indifference, leaving me feeling disrespected and undervalued. Formal Complaints and Public Accountability I have filed a formal complaint with Enterprise’s corporate headquarters detailing the treatment I received at this branch. Both my wife and I have also left negative reviews on Google Maps and other platforms, screenshots of which I will attach. Given that Enterprise has an agreement with Novo Nordisk, I believe this incident raises serious concerns about the standards of service provided to corporate partners and whether Enterprise can maintain the level of professionalism expected from such agreements. Enterprise Must Address This Issue This experience has left me considering whether to terminate my rental contract early. While this may not impact Enterprise financially, it should serve as a clear indication that this type of service is unacceptable and must be addressed. I strongly urge Enterprise to investigate this branch, review its hiring and training practices, and ensure that employees who consistently fail to meet basic service standards are held accountable. If no action is taken, it will send a troubling message to customers and corporate partners alike—that carelessness, dishonesty, and indifference are tolerated within the company’s operations. Sincerely,