Enterprise Rent A Car Horrible Customer Service, Irresponsible Manager, NEVER return! Middletown Pennsylvania

My family and I were traveling from PA to NYC. We reserved a car at the Harrisburg Airport location in Harrisburg, PA. I was traveling with my husband, mother-in-law and three small children. When we arrived at the airport, our vehicle was not ready yet - (SUV). I wasn't too worried, I'm a very reasonable person and understand that companies get busy. The Manager on Duty - Joshua something - assured me that they would have our vehicle ready within 30 minutes.

We sat in the airport for an hour waiting. The children started to get restless so my husband asked how long it would be yet and the employee at the counter told him they were "trying to find something to suit us". How is this possible when you have a reservation planned months in advance? The whole time this was going on, that same manager was sitting on his phone, visibly texting and smirking to himself like he was a little child who just had a girl check the "yes, I like you" box. He paid no attention to customer service, or the fact that my whole family was patiently waiting in the airport and truly just wanted to be acknowledged!

After TWO HOURS, they finally came up with a SMALL SUV, not what we ordered, but we were so ready to leave, we decided to take it. When we got to the vehicle, there was dirt all over the floor on the inside, it smelled like smoke, and there were two employees just "hanging out" in the garage carrying on a very obscene conversation, and looking like they didn't have a thing to do in the world. We took pictures of the condition of the vehicle, just in case - thank god - because there were scratches near the drivers side door and the rear bumper.

When we returned the vehicle to the same location, the same ridiculous manager tried to charge us for SCRATCHES on the outside of the SUV, which very clearly were already there before in the pictures. He was arrogant, on his phone constantly once again, and seemed to have no control at all over his employees. The desk employee was not knowledgeable, and stuttered over every little detail like it was her first day.  There was another couple waiting in line with us at the time that were having issues as well, with Enterprise trying to charge them DOUBLE what they had agreed initially. This company is a scam!

I will NEVER use Enterprise Rent-A-Car again! Clearly they are scraping the bottom of the barrel for employees and I can't believe they would hire such idiots. ALMOST ruined our family vacation with their clear disregard for our situation.