“So they don’t know…”
An Enterprise customer he says that he made a reservation, but when he showed up, there were no cars available.
Worse yet, he claims they didn’t even offer him a ride.
Max (@AirMax365) then grilled two Enterprise workers and recorded their responses. His post has people airing their own complaints about national car rental company.
The TikTok has gone massively viral. In a matter of days, it’s amassed 5.9 million views.
“So you’re telling me I booked my reservation, right?” Max says. The workers appear to chuckle, which angers him.
“You can go ahead and laugh. I booked it, y’all give my car to somebody else. Somebody brought a car back, and you’re not doing anything for me,” Max retorts.
“I had to pay to get dropped off here … and y’all just telling me I have to leave because y’all close at six. Even though I was here before and I had my reservation? Correct? And you think it’s funny and you’re saying there’s nothing you can do,” Max continues.
He says he didn’t necessarily expect to get a car, but that the way the situation was handled is what irked him. “Nobody’s even giving me a ride home … so I have to pay to get a car to go back. Correct?” he says.
One employee opens their mouth to speak but Max cuts them off: “You know that’s wrong, right? Of course. Y’all speechless because you know once stuff goes viral you know how that’s gonna make you look when y’all don’t care. I have over 20,000 followers so go ahead laugh all you want. Laugh all you want.”
One worker starts to explain that making a reservation two weeks in advance may not matter if someone shows up before you to rent a car.
Max isn’t having it. He retorts that they should’ve turned down the other person. He further claims that a location in Virginia did just that.
The Enterprise worker responds, “Sometimes the inventory is behind … online.”
Then Max asks why he couldn’t just drive a car that the location did have on the lot. The worker said it needs an oil change.
“So you’re making it inconvenient knowing that that’s BS. But what you’re doing to me is wrong,” Max says, adding, “And you can’t do anything about anything you’re just telling me I’m out of luck. That’s what you’re saying?”
The employee reiterates that they don’t have anything available. Max isn’t buying it. He curses, and leaves.
Several people who commented on his video sympathized with Max. One couldn’t understand how a vehicle could be reserved, then not be available when the customer shows up. “So they don’t know the meaning of reservation?” one asked.
Another person suggested that Enterprise could’ve attempted to ensure Max got a car. “They could have called different locations to try to accommodate you. They just didn’t want to do their job,” they wrote.
Someone else opined this is common at Enterprise: “Happens a lot at Enterprise for some reason.” Another commenter agreed and shared how they were able to resolve a similar situation. “I had that happen to me and I reached corporate and was refunded the entire week! They suck and over-pricing on rentals. You’re right just do the right thing!” they wrote.
Yet another commenter claimed that they too were left without a car after booking with Enterprise. “I made reservations through insurance a week ahead, they didn’t show, left me hanging no ride after dropping off my car. I had to call my daughter to come rescue me. BTW did I mention I’m disabled?”
According to the company’s website, reservations made online are considered non-contractually-binding. “All reservations and transactions made through the Site are subject to Enterprise’s acceptance, which is in our sole discretion,” the company writes. Enterprise adds,: “Without limitation, this means that Enterprise may refuse to accept or may cancel any reservation or transaction, whether or not the reservation or transaction has been confirmed, for any or no reason … in addition, all reservation requests are non-binding for you and Owner. Owner does not have any duty or obligation to keep any reserved vehicles available.”
These same terms apply to Enterprise loyalty members, meaning that being a member doesn’t entitle you to a reservation made online. THe company’s verbiage clearly states: “Membership does not guarantee your ability to rent vehicles from Enterprise or its affiliates. All rentals remain subject and subordinate to availability and any applicable qualifications and rental conditions.”
When it comes to pick-ups, Enterprise applies this same non-binding language as well. “Pick-ups are done by the first non-airport location within 10 miles of your location—as long as the nearest branch is able to pick you up; not all branches within 10 miles are able to do a pick-up.”
Motor1 has reached out to Max via TikTok direct message and to Enterprise via email for further comment. We’ll be sure to update this article if either respond.
We want your opinion!
What would you like to see on Motor1.com?
– The Motor1.com Team