Enterprise Leasing of STL, LLC

Initial Business Response / [redacted] (1000, 5, 2016/01/04) */ Contact Name and Title: [redacted] Mgr Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @erac.com Mr [redacted] called Enterprise on 12/21/asking about the status of his title paperwork and was told that his title had not been processed yet and it generally takes 10-working days to get processedI then told Mr [redacted] we would call him on 12-22-to give him the status of his title paperworkHis title paperwork was processed on 12-22-15.I left messages for Mr [redacted] on 12-22, 12-23, 12-and finally made contact on 12-to let Mr [redacted] know that his title was readyHe then asked if we can deliver the title paperwork and his 2nd set of keys to his apartment which we did on 12-26-

Per our Terms and Conditions, $1,USD was to be held as a depositAs the customer did not have enough funds available on his card, El Salvador worked with the customer to lower the deposit to $as a show of good faithWhen the customer returned, the hold was released immediately by El Salvador When the customer contacted El Salvador a few days later stating the bank did not release his funds, [redacted] sent another letter to the bank regarding the deposit that was released on our end To conclude, we are sorry that the customer’s experience did not exceed his expectationsWe would also like to note that our team worked extremely hard to create an optimum experience for the customerBecause of that, we are disappointed that the message does not fully reflect the concessions and attempts made by the El Salvador teamPlease close this case as resolved with our explanation, confirmation of discount given, and deposit released [redacted] Customer Support Specialist Global Franchising Department [redacted] office [redacted] direct [redacted] fax [redacted] ***

Complaint: [redacted] I am rejecting this response because: What he stated was untrue because I was not saying anything bad about the business I was on the phone with corporate ,allegations are because this employee came all the way from the counter with a customer that he had in front that he stop on ,to get in my face me and my year old motherThis shouldn't happen at all but everybody complain about this location and staff ,the police said this location was terrible but there saying because he's was getting frustrated with alot of customers.Please handle this cause this was so unfair Sincerely, [redacted]

We’ve received your letter, dated October 20th, regarding Mr*** ***’s rental experience in El Salvador After reviewing Mr***’s message, we did not find any information or document that alters our final stanceThe customer mentioned several items of concern and I feel we addressed each item unilaterally - Rental Rate: Customer states he was charged more as a “price hike” o The customer’s documents show that the weekly rate of $dollars was honored - Insurance/Coverage: Location Refused Customer’s Insurance o The customer did not purchase insuranceThe customer went into a reimbursement agreement with a 3rd partyMeaning that if the customer damaged our vehicle, the customer would be required to pay for all the damage up front and wait to be reimbursed by the 3rd partyBecause the protection purchased by the customer did not cover our vehicle, it is not valid on our endAs the customer did not have a valid form of coverage, the customer was told to accept our coverage so that the vehicle was properly covered- Offsite Location/Shuttle: Customer believed they could not ride the shuttle back to the airport without a fee o We offer shuttle service to and from our facility at a courtesy to our customerAs our facility is about mile away, we want to make renting a car seamless for all customers (And potential customers in this case)- Offsite Location & Airport Taxes o The customer said Airport taxes should not be chargedWhen doing business at the Airport, Taxes are not optional- Early Return o The customer spoke about being properly informed that there are no refunds for early returns with prepaid servicesAs the customer reserved through a 3rd party, sometimes at an extremely discounted rate, we state that the amount is nonrefundable before the customer actually picks up the rental As we feel we fully addressed the customer’s concerns, we request that you close this case using our explanationIf you have any additional questions, let me know

Initial Business Response /* (1000, 5, 2015/09/11) */
I'm certainly sorry for any frustration caused by anyone on my teamI've reviewed the details with all of our locations to uncover what occurredI'm confident that after completing a thorough investigation into the events that there were
no lies communicated to our customer but I do agree that we failed in providing the best customer service possible
I did call and speak with our customer and discussed the details of what happenedShe was appreciative for my timeI did agree to dig more into the actual approval to communicate with her myself on exactly what the details of the approval areShe thanked me for that

We have reviewed the following case (Revdex.com Complaint ID: *** *** ***) and have thoroughly investigated the matter. It seems there was a miscommunication on our part. Our Regional Manager spoke with Mr*** and agreed to refund the extra day he was charged as well as
an additional day for customer service purposes. Mr*** was happy with this resolution and we are closing the complaint on our end. Please do not hesitate to contact me for any further clarification on this matter

Complaint: [redacted]
I am rejecting this response because: The responses from Alamo in regards to my complaint are inaccurate and false. They surely do not address my issues and surely is not the way things happened. They are truly in denial because is not in their own benefit to accept responsibility. At this moment I consider this case open and to further prove my claim I can send all documents to further verify and prove my claim. It has not happened only to me but to hundreds of residents and visitors and is all over the internet as well. Is no random occurrence. I will contact the attorney general and authorities in El Salvador as well to notify them of this big scam so others do not get ripped off like I did.  
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: What he stated was untrue because I  was not saying anything bad about the business I was on the phone with corporate ,allegations are false because  this employee came all the way from the counter  with a customer  that he had in front that he stop on ,to get in my face me and my 69 year  old mother. This shouldn't happen at all but everybody complain about  this location and staff ,the police  said this location was terrible but there saying because he's was getting  frustrated  with alot of customers.Please  handle this cause this was so unfair 
Sincerely,
[redacted]

Per our Terms and Conditions, $1,000 USD was to be held as a deposit. As the customer did not have enough funds available on his card, El Salvador worked with the customer to lower the deposit to $350 as a show of good faith. When the customer returned, the hold was released immediately by El...

Salvador.    When the customer contacted El Salvador a few days later stating the bank did not release his funds, [redacted] sent another letter to the bank regarding the deposit that was released on our end.  To conclude, we are sorry that the customer’s experience did not exceed his expectations. We would also like to note that our team worked extremely hard to create an optimum experience for the customer. Because of that, we are disappointed that the message does not fully reflect the concessions and attempts made by the El Salvador team. Please close this case as resolved with our explanation, confirmation of discount given, and deposit released.     [redacted] Customer Support Specialist Global Franchising Department [redacted] office [redacted] direct [redacted]fax [redacted]

We have reviewed the following case (Revdex.com Complaint ID:  [redacted]) and have thoroughly investigated the matter.  Our Regional Manager spoke with Ms. [redacted] and her concerns came up because her bill was higher than she thought.  During the initial interaction, Ms....

[redacted] made some very disparaging remarks toward our employees so much so that they felt the need to contact the police in order to have her leave.  After returning the rental vehicle she talked about how the service was bad and that she was unhappy.  However, during the rental we completed a courtesy call as we do with all of our customers and contacted the customer multiple times requesting a callback for updates on payment and other updates in which she could have notified us of any issues.  the customer still owes an outstanding balance of $105.00 and she will not be removed from the Do Not Rent list.  We are closing this concern on our end.  Please do not hesitate to contact me for any further clarification on this matter.

Initial Business Response /* (1000, 5, 2016/01/04) */
Contact Name and Title: [redacted] Mgr
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@erac.com
Mr [redacted] called Enterprise on 12/21/15 asking about the status of his title paperwork and was told that his title had not been processed...

yet and it generally takes 10-14 working days to get processed. I then told Mr. [redacted] we would call him on 12-22-15 to give him the status of his title paperwork. His title paperwork was processed on 12-22-15.I left messages for Mr. [redacted] on 12-22, 12-23, 12-24 and finally made contact on 12-26 to let Mr. [redacted] know that his title was ready. He then asked if we can deliver the title paperwork and his 2nd set of keys to his apartment which we did on 12-26-2015.