I agree that having the exact make and model of car for every reservation is impossible, but don't act like ERAC has nothing to do with screwing over people for reservations. I can name many ways ERAC screws over the people who made reservations.

-There is only one standard car on your lot and it's 1:30. You have a standard car reservation at 2:00. Some walk-in customer comes in and instead of telling him that the car is reserved, you rent it and hope to sell the guy coming in at 2:00 into an F-150.

-You have a million SUV reservations for Friday and so does every other branch in you region. A customer calls and wants a SUV for Friday afternoon. Instead of being upfront with the customer and telling him the chances of getting an SUV are slim to none, you say "Sure come on in" in hopes of getting the cusomer into a minivan or a Grand Marquis.

-It's 3:00, you have no cars on your lot, and the chances of gaining one (a car, not a truck or a cargo van) from another branch are zero. A customer who has a 3:30 reservation calls and wants to confirm his car will be ready. Once again, instead of being upfront with the customer, you say "your car is here and ready to go."

Don't act like this doesn't happen on a daily basis at ERAC. Yeah it is impossible to have a specific makes and models. But ERAC doesn't book specific makes and models. The first thing they tell you in training is never do that, just tell them it will be in a certain class: compact, full, standard.... But unfortunately ERAC encourages the "book don't look" mentality. ERAC is never upfront with customers.