A TikTok video posted by a user who goes by AirMax365 appears to show a tense exchange inside an Enterprise Rent-A-Car branch in Reidsville, North Carolina. The customer filming the video told two male employees behind the counter that he had booked a reservation but arrived to find the car had been given to someone else. He said he was then told he had to leave because the branch was closing, even though he had arrived before closing time with a valid reservation.
In the clip, the Enterprise logo is visible above the two employees behind the counter. The customer said he paid to be dropped off at the branch and was not offered a ride home. He told the employees, “You’re just telling me, sorry, I’m out of luck.” One of the employees could be seen laughing during parts of the exchange, while the other appeared to say little in response.
The video’s caption says the customer called to confirm availability before booking the reservation online, then traveled from Danville, Virginia, to the Reidsville, North Carolina, location to pick up the rental. The caption says the car that was left had been given to someone else, and that the customer had paid for a non-refundable hotel at the beach. The caption also says the branch manager told him there was nothing that could be done and that no one offered him a ride home.
Customer says he was told the branch had no available cars
Throughout the video, the customer pressed the employees on how the reservation was handled. He said he had booked the reservation two weeks in advance for a Friday at 5:30, while another person reportedly made a booking just 30 minutes prior. He suggested that the branch should have shown no availability for the later booking, citing a similar experience at a Danville, Virginia, location.
One of the employees appeared to explain that the branch’s inventory system can sometimes lag behind what is actually on the lot. The customer rejected that explanation, calling it “BS” and saying the branch was being knowingly inconvenient. He asked one of the employees directly whether he was the branch manager, and the employee appeared to confirm that he was.
The customer then asked about the cars sitting on the lot. The employees said that some of the vehicles visible in the lot were not available for rent, with one belonging to an employee and another belonging to the customer himself. They indicated they had nothing else available to rent out. Booked reservations going unfulfilled at the counter is a problem travelers keep running into, as one woman said Hilton told her to move to another hotel at 10:15 p.m. after a nursing conference left her room unavailable.
The customer told the employees that he had over 20,000 followers on social media and said he planned to post the video widely. He told them, “You’re speechless because you know, once stuff goes viral, you know how that’s going to make you look when y’all don’t care.” He also said the employees should go ahead and laugh now. The video’s caption says he has not received a call back from the area manager.
Viewers call for the laughing employee to be fired
The video drew a wave of comments from viewers who expressed frustration with the situation. Several commenters focused on the employee who appeared to be laughing during the interaction. One wrote, “The guy that’s laughing should be fired,” while another said, “CALL CORPORATE, him laughing? He need to get FIRED.” Tense, filmed confrontations in which customers are told to leave have played out elsewhere too, such as when a customer bought food and sat down to eat at Lin’s Chinese Cuisine before the female owner aggressively told him to leave.
Other commenters directed their criticism at Enterprise as a whole. One wrote, “Enterprise is TERRRRRIBLE,” and another said, “They gotta lose they jobs.” A commenter questioned how the employees handled the reservation, writing, “So they don’t know the meaning of reservation?????” One viewer joked about their own account with the company, writing, “Damn.. Enterprise trying to re-activate me…”
The video’s caption is tagged with #enterprise and #dobetter and includes a direct mention of Enterprise’s official account.
