Enterprise Rent-A-Car

The manager Gustavo Ruiz is extremely unprofessional. The experience with him was nothing short of traumatizing. Gustavo does not qualify to be in a customer facing position without appropriate training. We had booked a luxury car a month in advance for an 8 day vacation in upstate New York. The manager first didn’t have a car ready and even when a car came he refused to give us the car on a Friday in Manhattan. He accused us of wanting to take the car to Canada even when we repeatedly told him we are not going to Canada. We even offered to place a promissory note in writing that we will not take the car to Canada. Kept us in the office waiting for 2.5 hours. His behavior was intimidating, rude, discriminatory and abusive with no concern about ruining a family’s vacation with a 5 year old kid. Finally after 2.5 hours of waiting he told us we should rent a car from a different rental agency since he is not going to give us a car because he considers the cars at the branch as his own cars and he doesn’t trust us with his cars based on his own personal judgement, leaving us stranded in Manhattan on a Friday afternoon where all rentals are sold out in the city. We had to scramble across Manhattan and Queens for the whole afternoon visiting other Enterprise branches in hope of finding another car which proved unfruitful. We lost one day of our vacation. Had to cancel our hotel. After several phone calls with Enterprise we managed to secure a car for the next day from JFK. We are lodging an official complaint with Enterprise.

This was honestly the best experience I have had with enterprise although they were under staff at the time I got to say chase had everything under control making sure everyone was able to get in and out quickly this man not only deserves a raise but a promotion he made my pick up of the vehicle easy and head ache free upon the return Gustavo made sure everything was all good i got to tip my hat to the staff here these guys should be training all enterprise employees on service operations and customer care awesome job enterprise at west 44 street pat yourselves on the back I've witnessed great attitude service and attention from you guys management look out for these guys at this location and keep them happy because they are making enterprise look great

Very nice and knowledgable staff, particularly the assistant branch manager Arturo G. We were in a difficult situation after we booked the car with expedia online even though the car was not available. Arturo did his best to rectify the situation, going out of his way. Thanks again.