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| - I reserved an AWD vehicle and I was given a Jeep Cherokee Latitude (which I later found out was a FWD rather than an AWD) which led to multiple complications. I asked Aleyda (the employee who helped me check out a vehicle) if the vehicle was an AWD because we were planning on driving it to Brianhead, UT and they specifically said we would need a 4WD/AWD vehicle. She guaranteed it was stating that "all Jeep vehicles are AWD" but we found out the hard way that not all Jeep vehicles (like this one) are not AWD vehicles. When I tried returning the car and told Erin Palmer, the branch manager, about my situation. But first, Erin tried to argue that this vehicle was an AWD and I showed her the specs of the vehicle showing that it is not an AWD but rather a FWD. Erin kept insisting that it was an AWD vehicle. I asked her if she could show me how to turn on the AWD system but she said that it was "automatic". Even a customer that was in the store at the same time agreed that it was a FWD because she rented it out before. So i asked Erin, if we can agree that the vehicle is a FWD and she said "I wont agree or disagree." I tried showing her the specs and mentioning the customer multiple times again and she finally sarcastically said "Fine, I agree," so I said, "You do not have to be sarcastically rude". I told her of our complications because of the lack of an AWD vehicle. We got stuck in the snow at the mountain, had to get towed and pushed out the snow back to the freeway, had to stay overnight and was charged for an extra night which also led to not being able to make it to work. While informing her about these situations, she rudely interrupted me saying, "We can not waive any of those fees. This would not have happened if you accepted our road side assistance". I got upset because I wasn't asking for anything, just to be heard of my situation. Also, we would have never gotten stuck in the snow if we were given the correct vehicle. We had 3 other AWD vehicles accompanying us (1 of which was also an Enterprise vehicle, Chevy Traverse) and they had no complications whatsoever. So I asked for the keys back to return it to another Enterprise because I felt that she did not want to listen, did not want to be helpful in anyway and rather just get me out the door so she can get on with her day. I would have understood if she just apologized for giving me the wrong vehicle because even I did not know it was a FWD vehicle but she wanted to stand her ground stating that "all Jeep vehicles are AWD" and did not want to face that facts but rather provide false information and stick to it. Even when returning the keys to me after pulling the vehicle to the front of the store, she rudely walked away saying "I have to help out other customers" when she wasn't even done helping me. I am completely dissatisfied with the service I was given by Erin Palmer. This experience has left me with a dissatisfaction of Enterprise and I am not looking forward to business with the company along with an almost $400 extra charges due to staying over night and towing services. I called another Enterprise to return the car, but they suggested to just close the contract and return the vehicle because they would not be able to do much to help and to call corporate to file a complaint.
Note: I am not one to complain about bad customer service and I didn't have a Yelp before this event but I felt that this experience was so completely horrible that I had to share my story. That goes to show how terrible Erin Palmer and this branch of Enterprise's customer service is.
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