Enterprise Rent-A-Car

It is with great disappointment that I must bring to your attention the unacceptable experience my wife and I encountered at the Enterprise Branch located at 5860 Wiles Rd Coral Springs, FL, US, 33067. On April 27th 2023, I picked up a rental (Sonata) through Coconut Creek Hyundai dealership, where Nicholas Hernandez escorted me to the vehicle, inspected it, handed me the keys and I signed. The same day I saw an alert that the car oil was only 2%. On Saturday while my family were leaving church it gave an alert that it needed to be changed and I noticed a screw in the tire necessitating a return to the branch so I called the Branch and Chad said to bring it in they close at 2pm.

We arrived at the branch around 1:20pm and were given a choice of 4 vehicles, Charger, Rav4, Jeep Compass and a Ford EcoSport. We need a vehicle that can fit our family so the Ford was not an option so we said let’s go with the Rav4, Chad Corace escorted us to the vehicle and handed us the keys which I mentioned when I got the Sonata it was on empty and I returned it at half tank, Chad said “I will give you a half of a tank credit on the outgoing vehicle” which in the end we didn’t receive. Upon entering the vehicle, we noticed the vehicle was dirty all over, so we went back inside to mention it to Chad, we told him let’s try the Jeep, he put the contract on the counter with the keys and said “have a good day”, no escort to the vehicle this time. We opened the Jeep Compass and it was filthier than the Rav4, so my wife suggested to go back in and request some sanitizing wipes to wipe down the vehicle because there wasn’t any in either vehicle like our previous rentals.

I entered the branch and told Chad I needed some wipes because the vehicle too was filthy and it started with and attitude saying that it wasn’t dirty, I mentioned what I saw and said we have video of the filth and he got even more defensive with an attitude, some of what he said was to his standards both vehicles were clean, I said both rentals I had previously were clean these were not. He asked what I want him to do I said I just need a clean vehicle, he said he gave me 4 vehicles to choose from, I said what about the Charger and he said “it’s gone for a lofr”.

He said “I can give me 100 keys to choose from what do you want me to do because we leave in 5 minutes.” I said I just need a clean vehicle, with Chad's lack of professionalism escalated, and at this time our voices were elevated, I turned to Mr. Hernandez who throughout the entire experience, who initially escorted me to the first vehicle, remained silent and uninvolved, was leaning against the wall not saying anything and said can I deal with you, he said he’s not getting involved. I heard him quietly said that the Ford EcoSport was clean, then Chad pulled the key but didn’t hand it to me but open the car from behind the counter, so I went out to look in it and saw it was clean, so I gave a thumbs up and walked to get my wife that was still in the Jeep Compass.

On our way back to the door another customer entered behind us, I told Chad we can take the Ford EcoSport, my wife said no that’s too small for our family to fit a fairly big car seat, then Chad started again complaining about me, saying I was disrespectful and abusive, we just left church and I don’t disrespect or swear at people, I take pride in my character. My wife then started to talk with him where she told him if he escorted us to the 2nd vehicle, he would have seen how dirty it was, his response was “don’t tell me how to do my job”. While he was dealing with his customer, Mr. Hernandez turned and started to yell at me saying “this is getting me upset,” while he was in front of his customer, I responded to him saying that’s why I tried talking to you before to handle the situation because he seems more level headed than Chad. He expressed how he felt while I listened without saying anything and then he listened to me but nothing changed our situation because he didn’t communicate with Chad. It seems the reason he didn’t want to get involved because he didn’t want to throw his teammate under the bus.

Then a Spanish guy (the person who seem to clean the cars) came from the back interjecting yelling at me saying “don’t talk to my manager”. I told him that he’s not helping the situation to go back, Chad then told him to go back.

I told Chad I will be filing a complaint with Cooperate, he asked what did I say and I repeated myself and instantly he stepped back and abruptly stated that he could no longer provide me with a vehicle. My wife asked how we’re supposed to get home and he said “sorry you can take an Uber” he then proceeded to pack up the keys.

We went to the dealership and explained ourselves and they then reserved a rental in my wife’s name. The following Monday May 5th 2023, my wife called the branch and spoke to Chad to let them know she’ll be on her way to pick up a vehicle with the new reservation from the dealer. He told her he’s not renting her a vehicle. This was absurd considering he said on Saturday “she was nice to him”, what reasoning does he have for not renting her a vehicle?

I’ve reached out the Area Manager Akeem Williams a few times with no response to both of his company’s’ email addresses with no response.

I’ve reached out to Regional VP Mitchell Stone with no response also!

As a customer-oriented business, I expected more from Enterprise Rent-A-Car, and the conduct of Chad and his team was unbecoming of a branch manager. I had hoped for a more professional response to my concerns and a resolution to the issue of the vehicle's cleanliness. Instead, I was met with hostility, unresponsiveness, and a refusal to provide me with a rental vehicle. It’s still puzzling to me why Chad wasn’t more professional and as a Branch Manager he was supposed to treat that branch as if it’s his personal business. I’m also curious how many more customers had this experience and didn’t complain to Enterprise, it’s a bad reflection and reputation tarnishing attitude to have toward customers who he was hired to serve!

*I’ve since found out from the dealership that this isn’t the first time Chad has represented Enterprise Rent-A-Car in this manner of behavior and providing dirty vehicles.

I have been a loyal customer of Enterprise Rent-A-Car for many years, and I have never had a problem before like this. I am very disappointed with the service I received at this location. I hope that you will take my complaint seriously and take steps to ensure that this does not happen again and provide a follow-up email on what corrective actions were taken.