Enterprise Holdings, Inc.

Good Evening -
After reviewing the customer's claim, we've decided to honor her request by refunding the difference of the disputed amount*** on our team will follow up with the customer regarding refunding via a checkPlease have the customer await a message from *** on our team
(Ref: ***)

This actually belonged to the Baltimore Group of Enterprise.The Branch Manager spoke to the customer, addressed his concerns and adjusted the rental to match his original reservation. He apologized for any inconvenience.*** ***Executive Assistant***@ehi.com

We spoke with *** and apologized for the poor service he received during his rental. We refunded him the $for the toll pass

The customer says she met with a manager and left
frustratedShe says her account is still negative and that they charged her several times and have not explained the reason whyShe said her complaint took so long because she has been in the hospital fighting cancerShe said she wanted to resolve the issue but has no desire to speak with the manager who confused and frustrated her on the last visit

Complaint: ***
I am rejecting this response because:
I just wanted to let you know I have not heard from
EnterpriseI would like clarification from the company as to if they are refunding me and for how much? If they are actually refunding me, I would be satisfiedI would like this in writing
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2014/09/22) */
Our Regional Manager *** *** spoke with Ms*** on September 19th*** apologized and was able to address the customer's concerns*** agreed to refund days of the rental charges and the fuel chargeThe customer was satisfied
with this resolution
Sincerely,
*** ***
Enterprise Rent-A-Car

We have made several attempts to contact this customerWe have left several messages and we have not received a return callShe did end up getting into a rental from us thoughPlease have customer contact *** ***, area manager for the rental location, if she needs further assistanceHis
contact number is *** or email him at ***@ehi.com

Hello
I have refunded the amount of euros to the customer for
the Gps and fuel
I am still dealing with the credit card issue
Regards *** ***

I refunded the customer in full and apologized that we made her wait for a refundThis was definitely an internal problem and she should not have been out in a position to wait for her money back

We spoke with the customer on the 15th and have agreed to refund the amount

The contract has been corrected and the customer has been refunded

Mr*** *** is very pleased that I will be reimbursing
him for his belongs. That amount will be $
As per our conversation, Mr*** is extremely happy with the
outcome of the situation
***

Hello, Our records confirm that Mr*** did rent a vehicle on 3/and he did return it the same day. Mr*** did not have a reservation in the system. He came into the office the morning of 3/and asked for the least expensive vehicle we had available. We were able to
accommodate him with a compact car. The estimated charges (which would have included the daily rental rate of the vehicle as well as the optional products Mr*** selected) were calculated. This total was communicated to Mr*** and he chose to accept the terms of the rental at that time. He raised his concerns about the rate of the vehicle to the assistant manager as well as the branch manager before he left the office. It was explained to him that the rate of the vehicle can switch from day to day based on the market and the availability. He again had the option to accept the terms of rental, or decline. Mr*** accepted the vehicle and had the use of the vehicle for the day. Our investigation shows that there was no overcharge in this matter, as all rates and fees were explicitly communicated to Mr*** at the time he rented. Further, all charges are printed on the contract that Mr*** would have been required to sign. A receipt will be mailed to Mr*** per his request so that he may view the detail of charges. Thank you for bringing this matter to our attention

Spoke with customer and explained that she wasn’t meeting the
T/C of the coupon offered. The T/C, which she included in the complaint,
clearly state the coupons can only be used at airport and up to FCARI went
back and listened to the call where it was offered and she was clearly
told
airports only
As an act of good faith I override the coupon and applied it to
her last rental which refunded $to her. I also gave her E+
points to her Enterprise Plus account
She is satisfied and we can close it out
Thanks,
*** ** *** | Enterprise
Holdings, Inc| Business Support Supervisor

Hi this need to be addressed with hotwire directlyHotwire is a 3rd party site that we cannot controlWe honored the reservation that came across into our system
from hotwire that shows the customer only keeping the rental for one dayI have attached the reservation that we received from hotwire for the customerI have also attached the policy and question section directly from hot wire's websiteHere is the copy of that incase the picture is not clearIf this was an error or customer service issue on Enterprise we would of course make it rightI personally called Hotwire and spoke to Jacqueline about this reservation and she instructed me that the total price quoted to the customer was for one day picking up 7/20/at 9am and returning on 7/21/at 9am
For Hotwire Hot Rate rentals, you will see the name of the car rental agency immediately after you complete your booking and your account has been chargedBy providing quotes anonymously, top car rental agencies can offer their lowest pricesThe total price you see is the total price you'll payHotwire charges you for the full rental amount - including applicable tax-recovery charges and fees - when you complete your bookingThis means you have prepaidAll Hotwire Hot Rates rentals include unlimited mileage
Please note that Hotwire Hot Rate bookings are final and cannot be refunded, changed, exchanged, or transferredThese restrictions enable car rental agencies to better manage their unsold rental cars, and they're a big reason why we can offer you great travel deals
For regular-rate rentals, Hotwire makes a reservation for you with the rental agency and estimates the charges based on the agency's published rates, taxes and feesWhen you reserve a car through Hotwire at a regular-rate, your account will not be chargedActual rental charges will be billed by the agency when you return the car, and reservations may be canceled at any time without penaltyUnless otherwise indicated, all regular-rate rentals include unlimited mileageAny fees associated with special requests (e.g., GPS, child seats, racks) will not be included in our estimate
Please let me know if you have any further questionsThank you and have nice day

My husband travels every other week, sometimes more and uses National every timeOur Tallahassee location is very helpful and the staff is greatHowever, after a tire blow out- national sent roadside assistance to put a donut on the rental and redirected him to the closest location (Panama City Airport) to get another rental to finish his trip to the home locationUpon arriving home, realizes he's left his set of house keys (zebra striped house key and the only key to our Mercury) in the car that was left in Panama City! No biggie, I said, we will call and pay for the shippingWe called the number and explained and were told there is no direct contact information for any single location- but she would "put in a contact request and we will hear back in 24-hours"Do we believe her? No, every location has a damn phoneBut she's not giving itNo one called backWe went to the Tallahassee location to get the next rental days later- THEY gave us a direct phone numberYaaay!
The first guy says, "sure! I'll go check with the servicing team- give me a couple hours and I will call you back!"Never calls backWe call again the next evening and my husband barely finished his sentence before being told, "There's no way we have your stuff, it's been almost a weekYou really shoulda called back the same night.."So we explained again, were blown off againSo hubby asks him to go check the van again then, they argue about the cleanliness of the rentalsWHAT KIND OF SERVICE IS THIS?
We call back the next day to ask for the loss department informationWe will have to have a new car key made or ordered and would like a refundAgain, the manager laughs in my husbands earWouldn't give us a phone numberSays we will get a call backWe don'tWe call again, same storyNO CALLS BACK AT ALLIt's been two weeksI reached out on facebook, someone responded in two minutes! Gave me an email to send our information toHours later and several contact attempts on facebook later, they contacted me again and said (to paraphrase) we can only pass your message along to managementSomeone from that office will call youSince THAT offices management IS our problem, you can guess how many phone calls we have received

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12339154, and find that this resolution is satisfactory to me

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me My *** Skymiles have been posted to my account Sincerely,
*** ***

I
called and spoke with the customer, and we resolved her issue by refunding the
amount she has paid towards the optional coverage and taking the optional
coverage off of the ticketShe is aware of her financial responsibility for
the rental
vehicle
Thanks,
***
*** ***
Area Rental Manager
***
***
Enterprise Holdings
West Tennessee Region
*** *** **
*** **

I had forgotten to attach this documentation to my consumer rejection mail I sent you earlier today. These documents are for Complaint # ***. Please advise of your receipt. Thanks so much!