I am writing to formally express my deep disappointment with the continued poor customer service I have experienced at your Decatur/Scottsdale branch. Despite having given this location multiple opportunities to earn my trust, my most recent visit has made it clear that this location does not meet the standards I expect from your company. I had a reservation for a vehicle to be picked up on Monday at 11:00 AM. Based on a previous bad experience where my car wasn’t ready, I arrived early. Unfortunately, history repeated itself in a far worse way. While I waited patiently in the lobby, a man entered the branch 5–7 minutes after me. He was immediately acknowledged by staff, while I was completely ignored. When I politely stated that I had arrived first, Taylor M. Brown, the representative at the desk, responded rudely with, “Well fine then, I can help whoever is next.” Her tone was dismissive and unprofessional. I must also note that I am of Cuban and White descent, and in this interaction, both Ms. Brown and the man she chose to acknowledge were Black. While I hope this wasn’t a factor, I was left feeling disrespected and unwelcome. This experience was so upsetting that I left the store in tears. No one should be made to feel the way I did over a simple vehicle pickup. To make matters worse: The vehicle I was given was unclean and had clearly not been washed. There has been no follow-up or courtesy check-in regarding my rental. This is not the first time I’ve had issues at this location. A prior poor experience resulted in a free upgrade, but clearly no long-term improvements have been made. It is unacceptable that in 2025, basic customer service and professionalism are not being met—especially from a company I’ve trusted with my business. I am requesting the following: A formal apology for the treatment I received. Confirmation that this complaint will be investigated, including the conduct of Taylor M. Brown. Appropriate compensation for the inconvenience and poor service. Assurance that measures will be taken to prevent this kind of experience from happening to others. Please understand that I do not enjoy submitting complaints. However, this location has made it clear that accountability is lacking, and I feel compelled to elevate my concerns. If this is not addressed, I will have no choice but to discontinue doing business with your company and share my experience publicly. I appreciate your prompt attention to this matter and look forward to your response. Sincerely, Rachel Duque It’s been over a week and no response