RE: Nightmare experience in Arizona desert I first want to state that throughout the years I have always had exemplary experiences with your company. The Saint George office has always been professional and great customer service. Yesterday, our experience with your company was both frightening and drastically different. 8/30/23------------- We were returning from a 5-day trip to Lake Havasu. It was a lovely trip, and we were looking forward to returning to Saint George. At around 11:35 driving through the Arizona desert, we experienced a flat tire. We had in our car • A 4 foot cooler filled with groceries and ice, weighing around 80lbs • 2 large suitcases • 4 carryon bags • 1 Laptop in bag • 1 Electric car charging cable • 1 Sunshade • My wife (53) and myself (67) I share this inventory to give you some sort of perspective of what we went through. We called Enterprise and were told that our car did NOT have a spare tire and were transferred to Enterprise Emergency Road Service. Here the nightmare began. The first operator was very difficult to understand. She said she could get a tow truck out to help us. I asked……. 1) Could they bring a spare so we could drive to the nearest Enterprise and get another car. I was told no, that is against company policy 2) I then asked if the tow truck could take our car and all our luggage to the nearest Enterprise office. I was told no, that in not on the drivers approved route. 3) I asked what our options were. She said he could drive us to the next exit where there was a Chevron, and she could then send us an Uber. 4) Or , we could ride with the tow truck driver and all our things 70 minutes to a airport outside of Vegas, because that was within his route. This seemed really silly with the nearest Enterprise being 20 minutes in Bullhead City, and the airport being 60 miles away near Vegas. She was basically saying those are the choices. She asked us to hand on after 43 minutes, and we were promptly disconnected. Next operator was not much better. Understand. We were stuck out in the middle of nowhere and it was getting hotter and hotter! Well, another hour went by in the blazing sun. It turns out the tow truck driver was given the wrong destination and went the opposite direction. He finally arrived. This truck was not meant for passengers. No one at any time asked if we needed any accommodation. The floorboard for the cab of this truck was taller than the top of my head. I am disabled with my left leg not working properly. Trying to climb up this side of this truck left me almost falling twice and I had to climb using my knees off the side fuel tanks. You folks just assumed this would do. So after multiple phone calls and the temperature climbing, we had the driver take us to the nearest exit and dump us in front of the Chevron. All our things we had to unload with the car still loaded on the truck bed. Meanwhile, we find out that when Enterprise sent us the link for Uber…….they don’t go out that far. Link for Lyft? They don’t go out that far. I went into the Chevron Mart and the employee laughed and said no one comes out that way. Good luck getting a taxi!!! Now we went to that location because we were told by Enterprise Emergency Road Service to do so! But they had no way of helping us! We were stranded with no car, all our luggage, and it was now 115 degrees. Why would you rent a car without a spare, or ability to get us a car swap where we were? Horrible customer service. I called Jason at the Saint George Enterprise and told him the predicament we were in, and we were running out of phone charge on both our phones. He was the ONLY one that showed empathy and felt our panic. He said he would call the Bullhead branch and try and get them to send us a car. I called him back in 15 minutes and he said he kept getting disconnected. Just like us!!! Our total calls?—19 including tow and Enterprise Emergency Road Service Still no help Finally a man pulled up in a large Dodge truck and said we looked abandoned and scared. We were soaked in sweat and completely angry and disappointed in you folks. Over 3 hours had passed, and we were still stranded in the middle of the Arizona desert. He said he just came from Bullhead City and was willing to give us a ride there. His breath smelled heavy of alcohol, and his truck was filled to the ceiling with trash. We didn’t have many options. You folks had failed us and we were abandoned. This guy was either a good Samaritan, or we were being stupid, and would regret it. You folks left us no choice. I called Jason and gave him the License number of the truck. We loaded all our things and bare-knuckled all the way to your office in Bullhead City. Thank goodness we got there. Now it was 121 degrees and time to unload and load all our things again. When I went into the office, I received ZERO sympathy. I asked if they had been called for our switch to another SUV, and was told we have a Mini Van, take it or leave it. When I told the lead lady our situation, she said so. She had been through the same thing in Texas, and she survived. Just really crappy attitude. Our trip home ended up taking 4 hours longer. I missed an appointment at 3:00p.m. and we were drenched in sweat and felt like Enterprise Emergency Road Service went off a script and really did very little to help us out of a desperate situation. If you are going to give people cars without a spare, they should be told so. If you are going to profess to have Road Service, then you should be prepared to help people left abandoned by one of your cars. My wife and I were left out in the middle of the desert with all our trip luggage and none of you helping us. I don’t know what you can do to rectify this nightmare, but it was one of the worst experiences of our lives. This was really the type of review that should wake up your policy makers and Customer Service management. James Rillo