Enterprise Rent A Car - Terrible Experience with Enterprise: Misled with False Promises, No Solutions, Zero Follow-Up, and a Complete Disappointment

On November 12, I made a reservation (confirmation code: 138896****) for a Chrysler Pacifica or similar (van) for a total of $326.93.

On November 13, I arrived at the pickup location (9831 NW 58th St, Doral, FL 33178) and the manager, Romel, informed me that they did not have the vehicle available. He even mentioned that Enterprise does this all the timethat they offer vehicles they dont actually have available just to secure the customer.

Instead, he offered me a Toyota Camry (sedan) and assured me that once I arrived in Nashville, I could go to any Enterprise location and switch the car for a van.

I repeatedly asked him to confirm that this was truly possible, and he promised that everything would be fine.

This is where the entire nightmare began.

When we arrived in Nashville, the Enterprise team at the BNA Airport told us that they were not allowed to make any vehicle changes. They even said they didnt understand why the Miami location told us that such a switch was possible. The airport staff then redirected us to another Enterprise location at 3500 Charlotte Ave, but once we arrived, we received the exact same responsethey could not switch the vehicle, and they didnt understand why Miami provided that information.

Since it was the high-demand week prior to Thanksgiving, there were no SUVs or vans available anywhere.

We called the Miami manager, and he simply told us there was nothing he could do, and that he could offer a full refund for the reservation and take care of the hotels. We were supposed to return to Miami in a van on Monday the 16th and drop it off on the 17th, but because of this situation, we were left with no solution at all.

We felt scammed.

Nashvilles Enterprise advised us to cancel the Miami contract so we could get a refund and rent a new vehicle, while the Miami location insisted there was nothing they could do.

We practically lost our entire trip, had to extend our stay three more nights, paid additional hotel and food costs, and had no one who could resolve the situation.

In the end, we had to rent a van from Sixt at the airport, paying an overpriced last-minute rate, and return to Miami that way.

Once back in Miami, we went to the Doral Enterprise store, spoke to the same manager, and after apologizing, he said he would ask if he could issue a refund. Nothing happened. We called almost every day asking for him, and his colleague repeatedly told us, Hes busy, he cant get to the phone, he will call you back.

He never did.

Honestly, this was an embarrassing and extremely frustrating situation. As I mentioned, we truly felt scammed and I lost significant time and money because of this.

I kindly request that this case be escalated to a higher corporate representative to properly address what happened and to prevent other customers from going through the same experience.