That's probably because most of the unsatisfied customers I've seen on this website are in the wrong. ERAC bends over backwards to make something right for an unsatisfied customer because the company focuses so much on the customer service aspect of the business and the branch's ESQI score. If the customer didn't get their problem taken care of at the branch level and decided to make their gripe on this site, it was probably because the customer was asking for something completely unrealistic. The one exception is holding the right car for a reservation. I admit ERAC is horrible at that. I'd be as mad as ????? in that situation. Only difference is I would have stopped renting from that company after the second time instead of waiting for the tenth time, and would never have created a website with the erroneous belief that it actually affected Enterprise's profits.