My complaint:
We called above location to rent an SUV specifically a Chevy SURBURBAN or equivalent i.e. equal cargo space such as a YUKON XL or an EXCURSION. Upon arrival to above location, we were informed that requested vehicle was not available but that a Yukon quote equal value was, this is not an equal value or equal in size and does not meet our travel needs. So we were advised to call Enterprise at RDUairport to track down said SUV. We were successful but this requires additional time and travel very inconvenient at best and very poor customer service.
It seems to me that a simple phone call stating that our request could not be meet or finding the requested SUV and reserving it or having it transferred to their location would have been appropriate and representing good faith and service. Instead, we were left to fend for ourselves. It would somewhat excusable if this were an isolated event, but this is the third time in as many years and related to an annual family vacation. Your company is not honest or reliable and we will look elsewhere in the future for our rental needs and recommend others to do the same.
Suggested solution:
A credit or a rental rate at the midsize suv rate seems in order. Most of all transparency and proactive customer service would be well received.
