Complaint Review: Enterprise Rent a Car - San Fernando California

  First I would like to say that I rent cars every single week for my work. I travel all over the United States and Canada. I used to use enterprise exclusively. I had a reservation with enterprise to rent a full size vehicle in Lancaster California on April 8, 2016. I have used this location several times in the past. They are very friendly and easy going and you always get a nice selection of vehicles. However on April 8 when I went to pick up my vehicle from the Lancaster California enterprise they did not have any full-size vehicles in stock. They only had a pick up truck. I chose to not take the pick up truck as I was traveling with one of my children and my husband and we had belongings that we did not want in the back of a pick up truck. The gentleman there was very kind and told me that I should check their San Fernando California location because they have more of a selection of vehicles because they are closer to LAX airport. I went onto my app Priceline.com and reserved a full-size vehicle at the San Fernando California enterprise Rent-A-Car location. I have USAA as my personal auto insurance carrier, I also am using an American express card to pay for the rental of my vehicle which gives me an automatic $30,000 in insurance coverage when you rent a car. I also purchased the $11 a day insurance from the Priceline app. I then drove 55 miles to San Fernando with my husband and my child with me to pick up a full size rental car that I had on reservation through Priceline.com. When I arrived at the San Fernando location they had no Full size cars to rent. The gentleman tried to upgrade my vehicle which I agreed to for a small SUV. I noticed on the paperwork a $16.99 charge per day on top of my rental fee of $35 a day for the vehicle. When I questioned the sales person about this fee he told me that it was their insurance coverage. I told him I did not want their insurance coverage that I had my own personal policy with USAA plus I have my American Express card which covers me automatically for $30,000, and that I had also purchased extra insurance on the Priceline app. For $11 additional a day . He informed me that I could not rent the car unless I purchased the $16.99 a day insurance coverage through enterprise. I informed him that it did not make sense to me because I rent cars every single week and that would mean that I would have four different insurance policies for one car rental. I have no accidents and no tickets on my record and I'm 42 years old. My drivers license is valid. He then Spun the conversation around wanting to know why I used the Priceline app, I informed him that I use that app because I travel and it's convenient for me and that it's my right to use that app. He then informed me that they are not affiliated with Priceline and I should be using the Enterprise app. It's not my job to play politics between enterprise and Priceline.com when I'm renting a vehicle for work. Needless to say I ended up leaving there without my rental car and taking my personal vehicle because at this point I was leaving five hours after my scheduled departure time. As soon as I got into my vehicle I called enterprise corporate office of customer service I was told I was going to receive a telephone call back within two days from an area manager. It has now been six days I have had no phone call from anyone at enterprise I have also called their customer service line and was told I need to wait two more days for a manager to call me. You would think if a company is about to lose a $40-$50,000 a year customer they would want to call you back and resolve the issue. I know that if someone called me to complain about one of my employees, and if I was at risk of losing $40-$50,000 Per year for my company I would definitely call that customer back and find out why!