Complaint Review: Enterprise rental car - Valdosta Georgia

This all happened in June 2021. My mom did pass away 6 months later on December 23rd.

My mother had one wish before she passed and wanted to go to the beach, only 3 hours away. I reserved a room in Daytona Beach and paid it jn full. No cancellations or refunds. Being it was such short notice, I assume. 

Also let me add no late check ins either, 11pm. 

I reserve the vehicle to be picked up that Wednesday morning at 11am. I receive a call the night prior that a car won't be ready until 3pm.  Okay, what can I say or do? Following morning I finish all the packing, grocery shopping and getting all her equipment and medical needs situated.

At 2pm I call to confirm my vehicle. Here's where my inner demon became not so inner. She only responds with all this documentation I must have in order to actually rent the car. 2 months prior I didn't need any of those things.

Fine. I drive all the way up to my local branch, 25 mins away. Sit outside in the heat for almost 20 mins before someone finally greets me. For the first time in my life being white seemed to be a bad thing. 

I was treated like some hard core criminal. She had an attitude. She was speaking to me as if I was in the wrong for questioning why I needed all of this stuff to rent a car, especially when nowhere on the website did it mention any of this. I don't have a lease as I am my mothers live in caregiver. I don't have check stubs because I was on unemployment, it's all done through the portal and electronic.

She refused that as a form of proof of income. She refused the documentation I brought for proof of my address. Electronic Bank statements, IRS tax papers, insurance cards and policy, even my government letters sent directly from Georgia Governor's office. None of those things were proof of my address or income. 

This point it's after 3. Her only solution is to put the vehicle in my elderly and dying mom's name. Who is back at home. The branch closes at 5. Again 25 mins away. 

She gives me 45 mins to get back or I lose the reservation. We make it back. Again sitting outside in the heat with my elderly mom on oxygen. Finally after another 20 mins someone comes out and acts all matter of factly, refuses to allow my mom to go inside where there is air. After about 30 mins she states no vehicles are clean.

A few mins pass and she says she can out us in a Dodge Journey, SUV. Fine we will take it. Then she proceeds to say only my mother can drive. Never mentioned any of this while sitting in the hot sun asking my mom questions. Never mentions adding me as a driver.  at this point it is after 5pm and I still need to load the vehicle, mom's medical equipment into this SUV and get to motel before we lose our reservation and my money. Then the return process is a fiasco and they kept my $300 deposit and charged my mom's card an additional $100 for Kate fees. See below:

Below is the original email sent to their corporate office email:   This will be my 2nd email attempt to reach someone higher up. I am a disabled, on oxygen 24/7, CHF and COPD, and this may have been My last vacation.  My daughter (who is also my caretaker), had a car rental reserved for our trip for my birthday last Wednesday (June 2021). Which did not happen. I put everything in my name and had no issues. Originally supposed to have picked the car up at 11am. 

Finally got the car at 5:05pm, 5 mins after closing on Wednesday.  Unfortunately, with traffic and the torrential rain pours we were not going to make it back by 5pm (closing time). I called and spoke with a gentleman who said that would be fine (this was the Friday car was to be returned, 2 days later). The following morning I still had to unpack the vehicle and clean it out and get gas. Along with my in home hospice nurse visit. I did not know that they closed at 12pm and would be closed on Sundays.

The lady who refused to let me go inside and do the process never mentioned their hours or the time vehicle was to be returned.  So now I had to keep the vehicle an additional 2 days along with the over priced cost of the small SUV (that I did not reserve or want) including weekend prices. First of all I should have not been charged for Wednesday at all. I did not even get into the vehicle until after 5pm. Not to mention if I picked up the vehicle after closing time, how am I supposed to return it to you if it's closed?

I paid for it to have for 48 hours. How is it my fault that I have to pay additional fees and costs because this location is closed? What should've been a 2 1/2 day rental at under $250 has now costed me over $600 plus. This is the absolute worst experience I have ever had with your company. I will never rent from you again.

I expect to hear something back from someone within the next 48 hours regarding this extreme price gouging on a senior citizen and her fixed income. My daughter went above and beyond trying to give me an unforgettable birthday and we lost a half a day of our short mini vacay waiting around for the rental car.  

Update from email and Google review:

Finally received a voicemail from a representative towards the end of July 2021. We played phone tag for 2 weeks and my mom's health took a decline and she ended up needing 24/7/365 care and I never had another chance to follow up. My mom passed away at home on December 23rd.