part 1
I am writing…read moreto formally express my disappointment regarding the way I was treated at the Enterprise Rent-A-Car location 06E2 - Pearland, 7126 W Broadway St., Pearland, TX 77581, on Friday, August 14, 2026, between approximately 5:50 PM and 6:05 PM.
Unfortunately, I did not feel that I was treated like a valued customer. More importantly, I was embarrassed and humiliated by the way I was spoken to by an employee named Rooj in front of other customers.
I originally had an appointment with the Pearland location for 5:45 PM, and I was told that the location would be closing promptly at 6:00 PM. I arrived between approximately 4:30 and 4:50 PM. There was no organized line at the time, and several customers were standing around unsure of where they were supposed to wait. One customer even asked where the line was because no one knew where to stand. Eventually, another Enterprise employee apologized and asked everyone who had not yet been helped to form a line in front of the counter. Once the line was organized, things began moving much more smoothly. I waited approximately 10-12 minutes before I was assisted.
The young man who initially assisted me was very helpful. He attempted to get me into a Mazda SUV. I liked the vehicle; however, I could not see properly over the dashboard, which made me uncomfortable driving it. Additionally, when I started the vehicle, it indicated that it either needed fuel or had no fuel. The vehicle was essentially on empty.
The employee offered to either follow me or go with me to a gas station so that the vehicle could be fueled. I explained that I was uncomfortable with the Mazda because I could not see properly over the dashboard and asked whether another vehicle was available.
He then showed me a 2026 Chevy Trax that had been returned. He explained that it would need to be washed and that it would take a few minutes. At that point, it was approximately 5:15-5:20 PM, and I told him that was fine.
As time passed, I realized it was approximately 5:40-5:45 PM. I saw the employee assisting another customer and asked him how much longer it would be before I could get the Chevy Trax. I was then informed that the vehicle had already been reserved and that he had forgotten to come back and tell me.
At that point, because I needed to leave, I went back inside and spoke with Rooj at the front counter. This was approximately 5:50-5:55 PM. I told her that I would go ahead and take the Mazda because I needed to leave.
Rooj told me that she could not give me the Mazda because I had said that I did not like the vehicle. I immediately told her that I had never said that I did not like the vehicle. I explained that I only told the employee that I could not see over the dashboard.
I then asked Rooj if that was what the employee had told her. At that exact moment, the employee walked behind the counter and stood next to Rooj. I asked him directly, "Did you tell Rooj that I did not like the car?" I then asked him what I had actually told him. He confirmed that I had told him that I could not see over the dashboard.
This entire conversation was taking place in front of other customers who were waiting to be assisted.
Rooj eventually told me that I could take the Mazda, but that I would have to wait because the vehicle needed to be fueled. I told her that was fine and asked how long it would take.
She responded that it would take "a few minutes."
I asked her what "a few minutes" meant--whether we were talking about 5 minutes, 10 minutes, or another amount of time. She again responded, "a few minutes."
I then explained to her that I had to pick up my twins from daycare no later than 6:30 PM. By this time, it was approximately 6:00 PM. I asked her again how long it would take because I needed to know whether I would have enough time to get the vehicle and make it to the daycare.
Rooj then told me it would take approximately 15 minutes.
I looked at my watch and explained that it was already approximately 6:05 PM. I told her that if I had to wait until approximately 6:20 PM to receive the vehicle, I would not have enough time to get to the daycare by 6:30 PM.
At that point, Rooj looked at me and, in a loud and firm voice in front of the other customers, stated that she was not giving me a car and that I could leave.
I asked her, "So you're not giving me a car?"
She responded, "No."
