In February of this year I reserved a Chrysler Pacifica for June 23rd to July 2nd, 2023. I received a confirmation email from Enterprise. On June 19th, I called Enterprise to confirm that I would have a vehicle for that coming Friday at this location. Two times in the past I went to that location to pick up a vehicle, but ended up having to drive to a different location to pick it up. The gentleman I talked to confirmed that the van was at that location and would be ready for me to pick up at noon on Friday the 23rd. At 10:00 a.m. on Friday morning a gentleman called me and advised me that my Pacifica was no longer available; that the Cedar Rapids airport had come and taken all of the available vehicles. He asked me if we could take a mid-sized car instead. I informed him I needed the Pacifica because we had 6 people & a week's worth of clothing in luggage for 6 people, beach chairs, car seats for a 2 children, pillows, beach umbrellas, etc. I said he needed to find us a suburban, Yukon, even a 12-15 passenger van to accommodate us. He said he would see what he could do and would call me back at noon. At 12:15 I called him back & he said he didn't find any vehicles but there was the possibility that 2 vehicles could be returned from the airport. He said he would call me back at 3:00. I advised him that we live 45 minutes away from their business and asked if they were going to stay open for us to pick up a vehicle if it came in after or near 5:00 when they close & he said they would. Three o'clock came & went & still nothing. I called them back at that time & a woman answered the phone. She was aware of our situation & advised that the 2 vehicles still had not come back. I asked her what about checking with the Enterprise in Des Moines, Pella, Iowa City, Ames, Waterloo, Ankeny, and anywhere else. She said she would check & get back to us. In the meantime our daughter who lives in Ankeny called the Enterprise there trying to help us locate a vehicle; a lady who answered said they did have a vehicle. However, a very short time later, a gentleman called & advised that that was incorrect & that no vehicle was available. At 4:00 we called back to the Cedar Rapids location & were informed by the same woman that they were on the phone checking about the 2 vehicles from the airport & that she would call us back in 5-10 minutes. Guess what? Again we did not receive a call back so I tried calling them again at 4:30. No one answered the phone & when it went to voicemail, it hung up. I tried calling several more times with the same result. My wife & son tried calling on their phones & they could not get a hold of anyone either. We ended up having to take 2 cars which cost double the expense for gas. The 2 sales people should be reprimanded as they misled us into thinking we were going to get a vehicle and the airport should not be allowed to take a reserved vehicle. Enterprise never did call us back to even apologize or see what they could do to make it up to us. Needless to say, our family will never again go through Enterprise to rent a vehicle and we would highly recommend no else to rent from them either. James K. read more
