Summary: rude and condescending manager (Eric Rodriguez), crazy illogical policies, and outright refusal to accommodate a loyalty program member.
Details: We made a local rental reservation a month ahead of time using my husband's loyalty points. We reserved a 15 passenger van for a family Thanksgiving road trip to Las Vegas. At the counter (the day of pick up) we were told that my husband needed a credit card (no check cards allowed) to complete the rental. We went to see the manager. My husband reminded him that he was a loyal customer, and Eric responded "well if you were, then you'd know the policy." Well, Eric, you should know that the local rental policy is obscure and some loyal customers may have rented exclusively during trips with flights (a situation with different policies... e.g. no credit card required).
We ended up having to reserve it using my name, without any transfer of the points (they refused to do so for our rental), and at a fake discount rate that was verbally quoted at $330 ($450 after additional charges), and then I was billed $610!!! Seriously, Enterprise? This experience was a harsh reminder of why I stopped renting through Enterprise five years ago. My husband, who is the loyal member, will likely do the same now.