Enterprise Rent-A-Car

Let me first say that I did not rent a car from this location but did have to deal with their customer service so this review is on their customer service.
Summary: Rented a car around end of August. Returned car with passport still inside. Called multiple times asking them to send my passport. Waited more than a month and realized employees lied about sending passport until beginning of October.
I rented a car in Detroit but left my passport in the rental which ended up in this location. Chasing the rental car over the weekend was tough enough already (for whatever reason, the two enterprise locations I dealt with had me on hold for more than half an hour at a time, and sometimes the call would just drop) but once I finally got the location that pulled my passport out, then started the second journey.
I called at a minimum of four times to this location asking them to please send me my passport. I get it, my fault for leaving but when I rented a car, I paid for insurance and brought the car back undamaged. Whether or not I paid for extra insurance I just feel like good customer service is understanding that what one location does, can affect the organization as a whole.
But here’s the thing, I called, they got my address and said they would send it. Waited two weeks nothing so I called back to find out my passport was still sitting at the location. Gave my address again. Waited another week. Nothing so I called back and asked if it might be possible to overnight ship because I needed it for travel, also b/​c its a passport so it is pretty important document. They said they would. Nothing. Called again to ask for the tracking number since they said they would fedex. Only some manager had the number so I had to wait for them to get back. I finally get my passport via regular postal mail dated October 8^th. That’s more than a month since my first call, not fed-​exed and not even mailed until my last call. Also I always asked if they could call me back to just confirm that they sent it, I think rightfully so as anyone would be worried about a misplaced passport. They never called back and never left a voicemail like they said they would. Just say you can’t do that. Literally everytime and every location but when I had my first rental transaction — no issue there with calling me back to rent me a car.
That’s not professional let alone honest. Needless to say, I will never patron Enterprise again.
I only gave the two stars is because one is the lowest, and two because they did eventually send my passport after lying so many times.