Enterprise Rent-A-Car of St. Louis

Initial Business Response /* (1000, 11, 2016/01/08) */
Our Area Manager apologized to the customer directly. He has also refunded the full amount of $118.93 for the cost of protection. Customer is now satisfied.
Initial Consumer Rebuttal /* (2000, 13, 2016/01/08) */
(The consumer indicated...

he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 11, 2015/07/06) */
[redacted], Area Manager, spoke with customer [redacted] in an effort to resolve her concerns. Ms. [redacted] had a reservation with the employee discount applied but she didn't' qualify for this discount. The maximum length of rental for...

an employee discount deal is 14 days, which we notified her of. It was a struggle to get her to come back into the office to take care of the bill and to rewrite the contract. We attempted to explain this to her multiple times but she was less than understanding. In the end she got the car much cheaper than she should have.

Our Area Manager first reached out to the customer and left a message on 8/10 at 9:55am.  A second attempt was made on 8/10 at 5:20pm.  The customer answered and when she told him who she was the customer hung up.  Thinking it was an accidental disconnection our manager called back...

two more times and the customer forwarded her call directly to voicemail.  We will be closing this concern on our end.

Our Area Manager read the customer's concern and talked to him about it
today (3/31).  As he stated he dropped our rental
off  at a body shop on a Friday when his
personal car was complete.  Upon picking
up the rental car the following Monday, we noticed the damage...

and contacted the
customer who questioned the damage. 
Without camera information at the body shop, we followed our company protocol in an effort to determine if there was pre-existing damage.  We were able to conclude that there was not any damage notated from previous renters.  I communicated this information to the
customer.  He expressed
concern that he was not told he would be responsible for the car until Enterprise
picked up the vehicle and I apologized for the branch not being clear. Our Area Manager told the customer
in efforts to take care of him from a customer service perspective we would
take care of his half of the repair costs 
(the body shop paid us the other half already.)  His cost that he paid our Damage Recovery Unit was
$339.90  Our resolution was to send him a
refund check for the amount he paid.  He
was appreciative and thanked our Area Manager for the follow up.  The customer has her personal cell phone for
further questions.

Our Area Manager spoke to the customer and informed her she actually owes balances on 2 previous rentals
and that they would need to be paid before we would consider removing her from
the do not rent list. She is aware she will not be removed at this time and
agreed to contact the Area...

Manager if she decides to pay the outstanding balance.

Hi [redacted],
 
[redacted] attempted to contact the customer to review the Plus Your
Points Promotion with her, however she didn’t answer and didn’t have VM set up.
She then followed up via email (see below). We will let you know what we hear
back.
 
Thanks, [redacted]...


 
Ms. [redacted]
 
I am in possession of your concern regarding the Plus Your
Points program that ended 7/31/2016. The following points were awarded to your
account:
 
20 points for registration on 6/14/2016
20 points for Twitter on 6/14/2016
50 points for Virtual Credentials on 6/16/2016
Rental agreement [redacted] was awarded the double points
bonus in the amount of 103 points
Rental agreement [redacted] was awarded the double points bonus
of 177 points
Rental agreement [redacted] was awarded the Mobile App
reservation bonus of 250 points
 
I see that you felt that rental agreement [redacted] should
have gained the 150 points for an airport rental. The system did not award
those points, as the reservation was set 6/13/2016 and your registration was
not complete until 6/14/2016. I went ahead and added that bonus to your
account.
 
All of these bonuses add up to 770 bonus points.
 
I was not able to leave a voicemail for you today, so I
wanted to make sure you had all of this information.
 
Please let me know if I can be of any further assistance. [redacted]

Initial Business Response /* (1000, 12, 2015/10/20) */
Contact Name and Title: [redacted]
Contact Email: [redacted]@ehi.com
Dear Sir,
First of all, we would like to thank you for your rental with Enterprise rent-a-car.
After investigation, our accident department has confirmed...

that the car registered [redacted] wasn't damaged during your rental period because the damages were already on the vehicle before your rent.

Therefore, we have refunded you a total of 850, 00 Euros directly to your credit card.
We are sincerely apologize for all this matter.

Yours sincerely,
Service Assurance

Initial Business Response /* (1000, 5, 2015/07/09) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@erac.com
This has been fully resolved with the customer and ERAC has contacted the customer and the customers son to resolve the situation. ...

We have refunded all money owed per the dispute of the customer. The branch manager has also contacted the credit card company and removed all authorizations that are left on the ccard.

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

I received a response back from our Italian Customer Service Department. Being that the customer picked up the rental outside of our normal hours, an Out of Hours fee was assessed.Dear [redacted]
We regret to inform
that we have already managed the issue directly with the customer...

informing
the Out of hour fee has been correctly applied in the
respect of the agreed rental conditions  since our customer collected the
car after the opening time of the rental office.
The amount for OFH was shown
on rental agreement signed and agreed by the customer .
We regret to confirm the correctness of the charge.
We remain at your disposal for further information.
Best regards 
[redacted]

Thank you for allowing us the
opportunity to respond to the complaint received from the above mentioned customer. 
The customer did in fact rent from Enterprise on January 12, 2016.  Upon return of the rental vehicle there were damages
found.  As the customer stated, he...

did
dispute the damages accordingly, so Enterprise proceeded to resolve his dispute
through our internal process.  Upon
resolution, Enterprise found that the damages on the front bumper were not preexisting.  Therefore, it was our conclusion that the
damages occurred during this rental period. 
However, Enterprise did waive some additional fees for customer service
reasons.  In regard to the customer’s
complaint about our pick up and drop off policy, Enterprise does offer a drop
off and pick up service as a courtesy to our customers within that branch’s
local area.  The Fenton shop location,
where the customer was requesting drop off service was not in the local area of
our Lemay Ferry Road branch.  Enterprise
offers an option for our customers to drop off at a location that better suits
their needs.

Initial Business Response /* (1000, 8, 2015/11/16) */
The customer got into a car on 3/27 for a [redacted] claim and was in the car until we needed to rewrite the contract. The total bill was $913.22 and [redacted] approved to pay $385.00 (a last day was set on 4/06-I believe this was a total loss because...

a settlement was made). The customer paid $528.22 and the contract was rewritten (ticket number DXXXXXX).

We rewrote Mr. [redacted] as a retail deal to ensure [redacted] received their portion of the previous bill under ticket number DXXXXXX. This rental was from 4/28-6/2, however, there was some confusion in returning the car. Mr. [redacted] called stating he needed to return the car but the plates were expired on the rental. We were unable to find the car at his place of employment and the confusion escalated. He called in a corporate concern which is when I talked to the customer the first time. Over the course of the next couple days I talked to the customer, apologized for the expired tags (told him we would make it up to him) and located the car and keys (which I believe ended up at a local repair shop if I remember correctly.) We ironed things out on 6/2 but because of the confusion we backdated the return of the ticket until 5/26 to ensure he wouldn't be charged from 5/26 to 6/2. We also wrote off $49.48 of the rental to try to make it up to him from a customer service perspective. This made his total $600 even, which we charged to his Visa card that was physically swiped on file.

Mr. [redacted] and I missed each other's calls last week but I was able to talk with him today. He is under the impression we owe him $594. I started to ask him questions about the time frame of the two rentals, tried to map out total amounts less what [redacted] approved for payment, told him about the backdating of the second contract and writing off $50. Mr. [redacted] cut me off each time I tried to talk, was very short with me, asked me point blank if I was going to refund the money (I told him I needed to get more clarifying information on what he thinks needs to be refunded) and then he disconnected the phone call.

Based on the above two contracts, timelines, and what we have already given back (both times on a contract and the extra $49.48) I do not believe we overcharged Mr. [redacted]. I wanted to make contact with him to ask more questions and get some clarifying information but I was hung up on. It is my decision to not refund anything at this time.

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

On 10/07/2016, Our, Area Manager,
reviewed the complaint from the customer.  Enterprise has sent a refund
check to him on 9/27 for the full amount that was taken from his
account.  Our Area Manager  was unable to reach the customer by phone
so she sent him an email on...

10/7 letting the customer know his refund
check is on the way.

On 10/07/2016, Our Area Manager reviewed the
complaint from the customer.  Enterprise Holdings has a claim dispute process
they follow in which our records are reviewed and we examine our process to
make sure that everything was handled correctly with the customer.  He
found that...

the process was not handled correctly with the customer and that an
error had been made.  As a result, Enterprise is closing this claim and no
longer holding the customer responsible for the damage. Our Area Manager
called the customer and spoke to him about everything.  The customer was
informed that the claim has been closed and an apology was provided for the
inconvenience and hassle.  The customer was satisfied with this response
and agreed that everything has  been resolved.

Complaint: [redacted]
I am rejecting this response because I was giving a one day free rental for compensation for all the drama that enterprise had cause me.the coupon number was ent432t9br and I eas told that I could go to any local enterprise and pick it up.so I made a reservation over the phone  and they told me I was all set so when I went to pick up the car my reservation  eas not there and I end up paying full price for the car ref#5ictqs.I then call customer service and thats when I was told I could only use  that coupon  at the airport and I have to have a flight.so I should not think that I need to gey on a airplane jus to get my one day free rental.I then was told that I eas going to get the  free or reimbursed  my money or the car so I think they need to make it right and give me what was promise to me
Sincerely,so
[redacted]

Initial Business Response /* (1000, 9, 2015/07/23) */
Our office investigated the concern and found that there were damage to the vehicle during the rental period. The final Damage Invoice is 297,06 Euros.
Being that the damage is valid, the damage fee will stand. We have refunded the refueling...

fee as a goodwill gesture.
If you have any questions, please let me know. From our standpoint, this case is closed. Please let me know if it is reopened.

Initial Business Response /* (1000, 5, 2015/08/07) */
Spoke with [redacted] in regards to the rental in questions. Our branch failed to follow our deposit requirements with the renter putting her behind in amount due. They also failed to communicate and listen to issues regarding a vehicle issue. The...

area manager did not properly train nor communicate to the branch mangaer nor the customer and ultimately did not uphold our company's founding values.
I have refunded the balance owed to this customer and also communicated that the branch manager apologize to the customer for the lack of service and issues here within.

Initial Business Response /* (1000, 7, 2015/07/29) */
Our Loss control department as the DRU has contacted the customer about the damage. Damage was found by the Manager as the customer returned the vehicle. We look at multiple prior contracts and no damage is marked from multiple rentals,...

customers and employees. The damage is over $2,000 of damage to the entire side of the rental and our manager would not have said this damage could have been buffed out. This damage was caused by the renter and they are responsible for the caused damage.

Our Area Manager talked to customer and here is the summary:
 
Ticket
[redacted]
sees
correct posting: $173.27    
also
sees hold: $173.89 (needs to drop off)
 
Ticket
[redacted]
sees
correct posting: $149.70    
also
sees...

hold: $34.43 (needs to drop off)
also
sees hold: $93.26 (needs to drop off)
 
Steps
we've taken to help hold off off because [redacted] is telling us to "cancel the
holds" (the only way we know how to do that is close our ticket and wait
for holds to fall off)
-Branch
and cst have 3-way called [redacted] to try to solution find - [redacted] said we need to
"cancel the holds"
-cst
has gone up the chain at [redacted] to see if there is an alternative
-We
called [redacted] but they stated there is no "form" or written
documentation that we can produce/provide to help the holds falls off (or get
pushed back to cst)
 
Cst
states at this point she is more frustrated with [redacted].  They said holds
would fall off in 30 days and this type of hold is "typical" for
hotel, restaurants, and rental car companies.  cst says first hold should
fall off around the 5th and the second two around the 14th and she would wait
it out.
Our Area Manager offered to call [redacted] but she basically said not to waste my time.
 
She
has our Area Manager's information if she needs us further or if she doesn't see the holds fall
off in an appropriate timeframe.
We will be closing this concern on our end.