Enterprise Rent-A-Car

We would give zero stars or even negative if possible.
Short Quiz:
When you drive a van that seats eight people, would you define a «replacement» vehicle as a small economy car that seats four adults max?
If you respond «yes» then you can stop reading.
If you respond «no» then please continue reading.
Everything was reportedly taken care of with respect to a replacement vehicle – or so we were told (i.e., misled).
Our car was being repaired at a nearby auto body shop (Sterling Autobody [Review Pending]:
), which meant this was a three-​four day loaner as opposed to just a single day thing. For that extended period of time and with children, we really needed/​need something with at least seven to eight seats is necessary.
The Enterprise employees tried to foist a small compact car on my wife, even after she explained the situation. Seeing that she was not going to budge, the employee told her that she had to call around to other Enterprise locations to see if there was a suitable car. Again my wife did not budge and politely explained that it was the employee’s job to do that.
Fast forward three+ hours and finally they find a Ford Explorer for her. Not exactly a complete replacement, but she takes it and wishes she had never set eyes on the place.
The best part (and I wouldn’t have written this review if this hadn’t happened) is whomever Enterprise uses for customer satisfaction surveys called last night right at dinner time. Yes, day after Christmas right at dinner time to ask if we had MORE TIME to «donate» to Enterprise to answer questions. I understand that this is a corporate decision and not something the local Enterprise location controls, but seriously?
My wife told him just give everything the worst rating, but he still kept trying to get her to answer more questions. She said, «Enterprise has already ‘stolen’ three hours of my life, are they going to pay me to help them improve their customer service?»
Short Quiz:
When a business wastes hours of your time, then follows up with a borderline rude call (e.g., time of day, date, pushy questions, etc.) about customer service, do you think that the business is going to compensate you for your time?

No matter your response, stop reading now and definitely do not go to this (or any) Enterprise location.

They charged my card for $ 200 without authorization for a rental that was to be covered by the auto shop. Authorization was only given for $ 50 deposit. When I questioned this, I was told they had called me multiple times and I never responded so they just went ahead and charged it. Turns out their guy didn’t write my phone number down right and clearly didn’t go to too much trouble to try to contact the shop or look in his system where they had a pre-​existing account set up for me all along with my contact information — rented a car from them earlier that month. Not cool. Interesting how they have the right phone number when they call me to pay the deposit but not when they need to reach me a second time…

I haven’t even picked up my rental yet but the people that work here are already amazing! I made a couple reservations (for a pick up and a minivan) since it’s to bring my daughter back for the summer from school and I wanted to make sure I had all weather covered… I got a call from Ryan last week asking which vehicles I would be needing and I explained to him my situation which he completely understood. I called him back today to verify the minivan (since the rain seems to never go away these days) and not only is he making sure I have the minivan; he’s going above and beyond to make sure I have a stow and go so I have enough room for the belongings of a college girl! GREAT GREAT GREAT customer service!!!