Enterprise Rent-A-Car

Apparently reservations mean absolutely nothing here. When you make a reservation and receive a confirmation anywhere — at a restaurant, a hotel, and even at a car rental company — you can expect that you will receive that service. However, THIS IS NOT THE CASE at Enterprise, based on my experience.
My sister and I reserved a car online to be picked up and dropped off at this Enterprise location. We set the pick up time as 10 AM, and on the day of the reservation we arrived shortly thereafter. There was a bit of a line when we got there — no big deal. However, the line moved EXTREMELY SLOWLY. There were about 4 customers ahead of us, and it took 35 minutes to get to the front of the line — only to find out that Enterprise didn’t have a car for us, even though we had made a reservation. (Why would you let a customer reserve a car when you don’t have any?!) As a matter of fact, they had run out of cars even before we reached the front of the line, but chose not to let us know ahead of time so we could make other accommodations. Thanks, Enterprise, that’s so considerate of you. NOT.
Veronica, the customer service representative at the desk (who I also think was the only one working), should have definitely let us and other customers know that they were out of cars to rent as soon as possible, but instead made us wait in the line and wasted our time. Furthermore, she didn’t apologize at all for the fact that they had run out of cars even though we had a reservation and couldn’t give us any idea as to when a car would be available. This seems like a very efficient business practice. NOT.
I would definitely recommend renting from a different location or a different company altogether (Hertz is literally 15 feet away from this location). Also, remember how Enterprise commercials state that they’ll pick you up? Well this location doesn’t, so don’t expect that — or anything for that matter.

BEWARE!!! The employees (with the exception of the branch manager) drive the rentals with reckless abandon. I rented a car from them on April 30 2015 for one day. I used the car in total about 5 hours out of the entire rental period. I picked up my children from their school and parked at the library and went in with them. When I came out and tried to reverse, there was no reverse. I called the branch and told them the problem. The girl there put me on hold and long story short, the branch manager came to help me. He put it in reverse and it worked great! At this point I was ready to just take it back. I didn’t want to risk it happening again to me. I bring it back to the location I rented it from. The girl came back in after checking it and asked me if I put the Emergency Brake down. I didn’t understand what she meant so I said no. She then said, «You mean to tell me that you drove over here with the emergency brake on?» I was said, «what? No, I didn’t drive it over here with the emergency brake on!» She told me that she had to put the emergency brake down. I said, «well yeah, when I got here, I put it in park and put the emergency brake on.» I then left and got back in my vehicle which was just parallel to the rental I just returned. The girl who accused me along with another employee got in the rental car I returned and the other in another rental and sped out of the space as fast as the cars could go. I was surprised that the tires did not squeal! My sister as well as my step daughter saw it. All I could say was, wow! My step daughter told me that while they were waiting for me the guy sped past them in a Toyota Sienna (the only reason I know what type and model it was, was I saw him give the keys to a customer when I was finishing up with the girl inside) and almost hit them. I called the BM (branch manager) and asked why I was being accused by his employee of driving with the e-​brake on and he said he doesn’t make accusations, he lets the mechanic make those accusations. He said that the rental has already been charged but the e-​brake is a «pending issue».
Let me make one thing clear: I drove this vehicle like it was my OWN car. I DEFINITELY did NOT drive it how the EMPLOYEES drove the cars!
My question is, if you were a normal person, and you went to check a vehicle, in park, and saw the emergency brake up, why would you automatically assume, that the person who just drove it, drove with the emergency brake on? It doesn’t make sense. I could understand if the vehicle was still in drive, or something like that. But parked, vehicle is in park, and you have the keys, why would you assume it was driven with the emergency brake on? My guess is, one or the other had done something to that car and was trying to pin it on the customer, especially when that customer complained of an issue. But the issue was not relating to the emergency brake at all. I have rented from Enterprise for several years. I have always had an excellent experience. This by far is THE worst experience I have had. The BM won’t return my calls either, as I have left several messages with him to call me back.