Enterprise Rent-A-Car

My greatgrandpa passed away, so I was renting a car for the funeral. I did lots of research first to make sure I knew all I needed to know first. I had found on enterprise web site if you useing a debit card could complicate things. I read you needed driver's license and to present two different form to indicate current home address. With the declaration page for your active auto insurance. So before making my reservation I thought I better call to be sure everything will work fine. I called on the 12th of October 2020. I spoke to a man through the enterprise number and asked him if I could use my debit card its issues through the state. He asked if it had a logo of Mastercard or Visa. I said yes it had a master card logo. He said I would have no issue using my card. I asked him about the forms as well with my address on it to be sure I had everything needed. I did not want to be late to the funeral. He said as long as your drivers license is in the same state your renting a car you do not need any documents. I just needed my insurance. I even asked about the deposit to be sure I was prepared for that. He assured me everything would be fine. Today the 13th I drove over an hour to enterprise in redding on cypress. I needed the car for the day and would return it the same night. I was going to be driving over 4 hours for the funeral with my kids. I wanted to be sure I had a car that would have no issues and space for the drive. Well I went In the office and they asked me for papers with my address on it. I told them I did not bring them as I was told on the phone I only needed them if I was renting out if the state I was renting a car from. They said there was nothing they could do. I couldn't just drive home and grab them as I just drove over an hour and I would be late to the funeral. They told me I also needed full coverage insurance. Online I read the policy details when I made the reservation and it said current insurance not full coverage. To top it off the man I spoke to through enterprise the day before didnt tell me that. So I called and had one of my Bills emailed with my address. Then I called my insurance to try to get full coverage. My insurance company told me it would take a day to process and go through the system. If I would of called the day before I could have had full coverage for today the 13th. Wow thanks enterprise for not making that known online or on the phone when I called on the 12th. So I couldn't get full coverage. My insurance broker told me enterprise should be able to provide full coverage. So I asked the insurance company to email a copy of my insurance with my physical address. I still needed the second form of my physical address to rent the car. I went back inside and gave then proof of my address in two forms. I had proof of insurance just not full coverage. I told them I couldn't get full coverage for today the 13th it would take a day and I wouldn't be able to have it until the 14th. I asked if I could just buy full coverage through them (enterprise) I was told no basically. I had to show proof of full coverage through my insurance company to be approved to rent the car. Once I was approved they could provide me with full coverage through them (enterprise). I said if I had full coverage then why would I then need to buy full coverage through enterprise. This makes no sense to me enterprise you have full insurance through your company but you cant get it unless your already approved for the car but you cant be approved with out it. That's ridiculous. I did everything I was supposed to do. I researched, I called enterprise to ask questions and make sure I wouldn't have any issue. I drove all that way spent 50 dollars in gas one way with my kids and mom. To be turned away over that. I was told I would be able to get this car. I told the man on the phone what I had and asked what I needed. My mom who was with me even tried to get the car. However we are on insurance together and both didnt have full coverage as we live together. She had a bank card but even a bank card is a debit card and it's my understanding we needed all of that because it's a debit card even though it's a bank card. So if I had a credit card then I wouldn't of needed any of that. I was willing to pay the 200 deposit and the full coverage through enterprise. I spent all that time getting documents they needed I was there over a hour long. I had to turn around and go back home and miss my grandfather's funeral. This has been really traumatic and very upsetting to me. My grandfather was almost 96 years old my grandmother is 95. She wont be around much longer now her husband has passed. Shame on this company I should have been able to be there for my grandmother and say goodbye to my grandpa at the funeral. Your employee told me I had everything I needed and I could pick up my reserved car. If I was told I needed full coverage I could have got it on the 12th the day I spoke to enterprise. It would have been active by today and I could have got the car. I would have appreciated knowing I needed paper work the 12 when I called as well, but at least I was able to get that emailed over. I will not reccomend this company. Thank you for ruining a very important day because of your employees lack of knowledge on the company he works for as well as having the worst policy u need full coverage that we have but you cant buy it unless you have it through your insurance company already.
Tracy