CRB Offroad

Called customer and left message notifying her we will adjust the rate to $as per her request Please close Thanks!

This has been handed with the customer Michele P [redacted] Executive Assistant [redacted] ***

Response to this complaint is that the customer thought that she was being double charged After looking into it she was in fact not double charged and got the money that she thought back Please close This was resolved with the customer a while agoThanks!

We have attempted to reach out to this customer multiple times with no return calls We are closing this down at this time

Please accept this correspondence as our response to the complaint filed by the customer, Ms [redacted] .Ms [redacted] rented a Toyota Camry from ENTERPRISE LEASING COMPANY OF PHOENIX, LLC, at West Phoenix location in Phoenix, AZ on March, This office handles damage recoveries for Enterprise rental vehicles Ms [redacted] states that she informed the branch that she had been involved in an accident and knew that she would be responsible for her $deductible She stated in her complaint that she had the intent to pay her deductible of $500.00, but could only afford to pay $payments The intent of Ms [redacted] payments was not communicated to The Damage Recovery UnitThe Damage Recovery Unit called Ms [redacted] on 6/28/and left a voice message requesting a call back to explain the claims process and payment optionsThe Damage Recovery Unit also sent several letters advising Ms [redacted] that her claim would be forwarded to a collections agency If Ms [redacted] would have contacted The Damage Recovery Unit, she would have been informed that our office only accepts payment plans if the minimum payment of $a month is madeMs [redacted] did not contact our office to formalize a final payment plan, therefore she was forward to a collections company per our claims process We request that Ms [redacted] continue to make her payments, but make them with First Finical Asset ManagementThis company manages Enterprises lower dollar payment plansOn December, a Supervisor left a voice message for Ms [redacted] requesting a call back to go over the payment plan process in more detail Thank you for your consideration in this matter Please contact the undersigned should you have any additional questions

Please advise why this was marked as resolved? Enterprise never spoke with me and I never received even an apology from themThank you, [redacted]

Per instructions from the Revdex.com I reported direct contact from the business to the Revdex.com, and did not respondI thought that is what I was supposed to do.I received email and voice mail from the business.I have one phone numberIt has not been disconnected or changed in years.I want the money back for the days I did not rent the and I want the dollars stolen from my debit card after I was accused of something not true, and banned from the place, which I don' t mind at all, by the way

I spoke to this customer on 5/I refunded her $Damage Deposit and I sent a note in to Not pursue the damageShe started crying and thanks me many times for taking care of this for her This one is good to close

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait until for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted]

We will not be refunding the customer the balance as the balance is truly her balance from the rental Michele P [redacted] Executive Assistant [redacted] office

I just spoke with this customer Long story short she is frustrated with the charges because [redacted] never informed her of her policy max and we also didn’t communicate it until we were threatening her to return the car because she was down money(she was charged for extra days) Also, one of our employees was very rude when we called her because she was down money and was treating it is a potential conversion Joel spoke to her on 5/and she was aware of the charges and said she was just going to submit the invoice to her attorney She is still fighting with [redacted] on this with her attorney and is going to call me back today once she spoke with them I let her know I could definitely refund her a couple days from a customer service standpoint and help her out as much as possible but she is not necessarily disputing the charges She is aware that she is responsible once they stopped paying but was caught off guardShe has my cell phone # and is going to call me back today so we can resolve this Thanks, Jamie

When a customer had been contacted numerous times with out a response we close them out If the customer calls then I will respond but as it sits we consider this case closed Thanks!

Complaint has been handled Sending check to customer for missing items. Michele P***Executive Assistant

*** agreed to pay for the cost of the rental vehicle due to the accident being the fault of their client for whatever length it took until my vehicle was repaired I returned the vehicle the following day after piof my vehicle due to not being able to get it back to Enterprise the day of pias they were closed When *** contacted me the very first time after failing to receive payment from ***, I explained the situation in full detail and we were both confused and sided as to why *** would not agree to fulfill their promise of paying the rental car when they agreed to At that point of time, I began working WITH *** on the resolution by contacting Progressive and *** separately to seek resolution I never once questioned the remaining bill or it's cause, it is transparent to me as to why there is a balance Obviously there is a remaining balance because *** was not agreeing to pay the bill and I fully understood that Progressive would not cover my rental expenses because I simply didn't have rental car coverage/reimbursement on my policy at the time (lesson learned) As far as *** goes, it was a similar case to why I had trouble getting a rental car covered in the first place The agent/'s and reassigned agents were never available when I called and never bothered returning my phone calls Therefore I left messages with a general customer service representatives to add notes to my case and hope for response back (which never happened) This was extremely stressful when fighting for a rental car because I work two jobs.(A footnote to keep here is that I picked up the phone every time *** called, please remember this note as you continue reading) Phone calls were a daily/every-other day occurrence with *** and I answered every time in hopes that there was a resolution or I could at least help in the resolution After the third or fourth call from ***, he began to start asking me for payment out of pocket due to them needing to close the contract I politely responded that I simply could not do it at the time due to bills and family expenses and would appreciate it if *** would keep their word and pay the coverage outright as promised Next call the following day, he informed me that he had not received any resolution from *** or Progressive and needed me to pay the amount immediately I told *** again that I could not afford to pay the balance at the moment and that *** should be covering this expense I never once said that I didn't want to pay, I simply said I didn't feel I should have to pay a $bill that an insurance company (who's policy holder hit my parked car unattended) agreed to pay I told *** I would call Progressive again and see if there was anything else I could do and that I would call him back I called Progressive and was informed that I could file a subrogation claim against *** to cover the cost but it could take some time I initiated the claim with Progressive and I immediately called *** back and explained to him what I was told He said that they needed to close the contract ASAP I said that I understand and if I could have some time (I told him up to a month), then I would pay out of pocket if I had to Again, I explained that money was tight at that time and I would really like to see if we can get resolution through *** instead Never once did I simply flat out say that "I don't want to pay" The following day at my full time job (which is where I was during every other phone call with ***), he attempted to call me I did not hear my phone ring as that day at BOTH jobs was very busy for me By the time I had gotten his voicemail, it was in the evening after hours in which he was asking for payment again The very next morning I arrived at work, I received a call from my infuriated wife (Magda Maas) informing me that $was pulled out of our account by Enterprise This was a big deal to us because we had our house payment and a multitude of other bills to pay in the next few days I immediately called *** and asked what was going on and he told me that the contract had to be closed out without exception and that the process was taking too long (this was two days after I told him I filed a subrogation claim with Progressive against ***) He said they charged me $and would send me a bill for the remaining $owed I told him that I understood that I signed the dotted line and gave him my card number but that I did not authorize a payment nor did he ask if he could take a payment which would have been a common courtesy I reminded him that I told him for the past week that I cannot pay the bill or any portion of it AT THAT TIME, I did however remind him that I would have paid him if I could have some time and if there was no resolution with the subrogation claim *** was unapologetic and unsympathetic which was highly disappointing and infuriating given I thought we had understanding and were battling to resolve this together *** simply said that Enterprise is a business and that business is business I reminded him that I had mouths to feed at home, lights to keep on, and a house to pay for to live in I ended up having to sell some personal belongings to make up for the $Enterprise took out of our account Less than a week goes by and I never received a bill I did however receive another unauthorized withdrawal of $on my card by Enterprise Wheres the phone call asking for payment? Where's my bill in the mail with a due date? Where's my chance to win my subrogation claim with Progressive against *** so I can use it to pay this bill and not have to pay anymore out of pocket and get farther behind on bills? Where's the common courtesy, understanding, and sympathy? I received a call about another week later from an area or regional manager of some sort wanting feedback on the experience I told him the story and he again told me that "Enterprise is a business, and that business is business." Respectfully, I find it hard to believe that a $bill is going to hurt Enterprise in any way shape or form especially if the person it is billed to is agreeing to pay it within a specific time frame if there is no resolution on the insurance side of things. Enterprise has made it completely clear to us that "business is business" (as not only one, but two of their representatives told us) and whether that means jeopordizing someones financial well being, credit, and even house payment that they will get their money right now no matter the cost I happen to be a prior business owner, so I can comfortably say that this is not just business This is greed and lack of empathy on peoples specific financial situations, even if they are people with good intentions who are fighting to make things right (even when it should be the insurance companies doing that job) I have never experienced this attitude before with any business and I will make sure that myself nor my family will ever have this experience again.- *** ***

I have talked to the customer and they are aware that we are NOT pursuing for the damagesI have also alerted DRU that we are non pursuePlease close

I was
contacted once this monday be Jeaine I informed her I was on a plane and was about to take off and could not speak to her I tried to contact her back the next day with no successThere was no answer and I was unable to leave a voicemailTill this day I have NOT received an email from enterprise

We have spoken to renter and will not be pursing for damage. *** *** Michele P***Executive Assistant###-###-#### office###-###-#### direct###-###-#### fax

WedOctober 11, at 1105a we called customer *** *** at the following numbers:***(number in her profile from when she rented a car from us)There was no answer at either number but VM were left by the area manager. We then emailed the customer at the following email address:***(email address that was on file for the customer when she rented with us)*** WedOctober 11, 1203pm customer emails *** and states that she is busy and will call us *** tomorrow (Thursday 10/12/2017)Thursday, Oct12, no return call or email from the customerFriday, Oct13, still no return call from customer. I talked to Mrs*** just now. I apologized for the rental experience and frustrations with contact from the branch. She was very happy with the attempts to call *** with emails and multiple calls to get this taken care of for her. I refunded her the total rental $due to the lack of communication from the branch on the rental and disappointment with the overall rental experience at the airport and rental locations. I am having accounting issue he a check since her credit card is expired and can not refund in RFS. This is good to close

The customer kept the car past their last day to the tune of $which the branch charged in December. We explained to Mrand Mrs*** the forced charges and why. They were supposed to pursue Progressive for any charges past ***' Last Day and get a DB, but never
did. We had multiple conversations with Mr*** during and after the Close-Pended period at which time MrMass said he was aware of and accepted responsibility of the balance owed but just "didn't want to pay." We will call Mrand Mrs*** again and follonce we have done that

This customer was on the DNR because of a termination from Enterprise The DNR stands at this time and we will not be removing him from that list. He has been talked to by Matt L*** and was told that he was on DNR and why. After that call he called one of our current customers and
was demanding money from them portraying himself as Matt L*** on the phone We had this all investigated and have traced the phone number to Mr*** From this point forward we will no longer be responding to any other issues concerning Mr***Thank you! Michele Pu***Executive Assistant48*** ***4*** ***4***