COMPLAINT BAIT AND SWITCH, DECEPTION/LIES, UNETHICAL BUSINESS PRACTICES
We decided to rent a full size Town and Country van for Spring Break. Wife and sister in law were going to drive down to Miami Beach Florida and take a well-deserved break. The kids were to going too, so that makes two adults four kids, eleven
to fifteen years old.
With luggage we needed a full size van and months ago I asked for a quote. (Will?) got us a price and reserved the van. About 3 weeks ago I gave Enterprise my credit card info to hold the van.
A week ago I called and spoke to Nick at the Carmel Indiana Office on Range Line Road. He assured me all was OK and that it would be a Chrysler, Dodge or Toyota Sienna Minivan, full size with 7 passenger seating. I called again a few days ago and set up an early morning 9:30 AM pickup. I set this up with Nick. NO PROBLEM it will be there!
This morning I told my wife to go in to pick it up she said she could not make it until 2 PM. I told her just to be safe go in and make sure its there. I did not trust Enterprise as it was Spring Break, even if it was reserved with a credit card. At 9:30AM Nick called me and asked if we were coming in to get it. I told him wed be there at 2 PM but hold the van, charge my card now, but well be there. Its their spring break trip and there is no room for error. He said he would and then I asked him to pick the girls out a nice 7 passenger Town and Country or Dodge van. He said he would.
At 2 pm I got a call from my wife. They dont have a mini-van and Nick is not here. Will told us that Nick would be back in a half hour and that there was no problem. LIE! At 2:30 we called and Nick said the Van was at Indy Tire and Auto in Carmel getting the oil changed??? (I think this was a lie too to buy/waste our time). He said it would not be ready till 5PM. He tried to pawn off a two car deal or a smallish 6 seat Dodge Journey, which would have zero luggage room with the extra seat configuration. I said wed wait. At 5PM I told my wife to go in and pick up the vehicle. We were already arguing between ourselves about whose fault this was BUT IT WAS CLEARLY ENTERPRISES! At 6 pm she pulled in with a Dodge Journey, a car too small for comfort on a 20 hour drive packed with kids and no luggage capacity. She said there was no minivan, NONE, and that some lady tried and even found one at another location but th other store would not give it up. Clearly Enterprise lied about the oil change.
THERE WAS NO VAN!
So now its 6 PM.Nick is home eating supper while my wife and kids are scrambling to find a legal roof rack luggage container and then get to spend the next 20 hours in a way too small vehicle that we did not reserve. Did I mention that I drove by Indy Tire and Auto and surprise, there is no Enterprise van in the now closed bays. I am sure our reserved vehicle was given away (to the highest bidder?) sometime this morning.
I am very bitter at the way we were treated and lied to. So I intend to examine remedy in small claims court, make complaints (bait and switch) with the States Attorney Generals Office, The Better Business Bureau, Angies List and anyone else I can think of to shame Enterprise. All I wanted for my family was a nice hassle free vacation! Thanks Enterprise.