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ELRAC Reviews (275) I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: [Your Answer Here] The response made by this business is falseThey have not reached out to me, have not solved the problem, and I am not satisfied In order for the to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

To whom it may concern,On Wednesday, June *** our Area Manager, Kevin H [redacted] spoke to [redacted] and informed that Enterprise Holdings is refunding her $ The refund to her credit card has already been processed Please feel free to contact me with any additional question Jennifer B***Executive Assistant [redacted] Operating [redacted] *** [redacted]

I am currently in the process of working with the customer's claim and the insurance company in question and the body shop to determine necessary refunds to be given to this customerI have been in constant contact with the customer, and agree that the amount charged to him is in excess of what he should have been chargedOnce I receive confirmation from the insurance company with regards to what they will be reimbursing him for the rental, I will process all additional refunds and put this complaint to rest I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: in This complaint has nothing do about a billso therefore lets get the facts correctthey say they been trying to contact me several times,(which is a lie) if they tried several times then how was they getting money orders from me, secondly how did they know I called about the car not being legal due to expired registration hint the fact when I called them to let them know about it, they say they have no cars on the lot and they will call to let me knowyes I have called about the satalite service and once again they said it activated which bever worked at all.I even called thier [redacted] number to see why and they even said must be something wrong with the equipmentthey say I didnt want to come in to switch a car another lie due to I only called them several times about it and all they kept saying there no cars on the lot due to a recall on several cars they had to bring inthey say I wa sin office on the [redacted] yes to make a payment but hince the car was not expired at the timethe car had expired on the [redacted] which is the day I called and on the and on the and several timesthe pint is on friday the [redacted] thier sales rep calls me asking if I was coming in to make a payment I said yes im bringing in and whatever is left can they take it out on monday and the rep name dan said yes that be no problem cuz I was a long term renter and not even minutes down the road I get there I gave him in a money order and then he says (oh u cant have the car now due to you now owe 180.00,) another lie which was told by this if a deposit is already there no reason for more depoists to be taken from any customerif you re read thier response they dont even make any kind of sense, I know they going to try to beat this complaint and thats okits called bad business and all they want is peoples moneyhince also why when you make a formal complaint to the company, they dont contact thier customers until a week later which they still havent tried to contact me to resolve this matteranother point is hince they say first week I was behind mmmm so I gave a deposit and a payment of and im already behind lol umm ok In order for the to appropriately process your response, you MUST answer the question above Sincerely, [redacted] *** I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: I was out of town when the first calls came inRetuned call to business and asked to speak to [redacted] "the [redacted] "was told be the young woman that he was not in requested call back The policy in place is flawed as to what is required to rent with a debt card verse a credit cardThis policy should be changed In order for the to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

The $has been refunded today and you will see it within 24-hourssorry for the confusion?

I spoke to [redacted] and made her aware that she would need to make a payment for her last rental that was a force charge in order for us to remove her off the DNR list [redacted] still was not happy that she was on the DNR list and I asked her if she would like to make a payment for her last rental today and I would then get her removedShe feels that she should not have to pay because this was from a year agoI made her aware again that without payment unfortunately I would not be able to remove her from do not rent list

To whom this may concern, After reviewing the file, yes [redacted] had a reservation to pick up a vehicle from our Isp airport location She had a intermediate vehicle reserved utilizing one free dayUnfortunately our underwriting guidelines state you must use a credit card as we do not accept debit cards without a round trip flight itinerary or if you are coming in locally you need to come in to get approval with documentation hours in advance [redacted] went to one of our local locations and reserved and rented a premium size carShe could have rented the same intermediate size car from that location for 14.99/dayBeing the fact she was unable to use her free days she is entitled to on her emerald account that are credited back to her for future useWhile renting at our local locations they do require the estimated cost of the rental plus a security hold which I apologize if was not explained as we are typically always very thoroughThe citations for the tolls are on the card but if [redacted] can show they were paid by her ez pass she can call our violations department at any time and with the documentation they can refund the chargesThank Yousteev I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: [Your Answer Here] I did speak with [redacted] , on the phone And yes I had spoken to Travelers and was aware they would not be covering the rental, however I had done so after I had returned the car and at the behest of the local branch I was not made aware I could end up responsible for fees associated with the rental at any point In fact Throughout the entire rental I kept in touch, and confirmed regularly with [redacted] that the rental was still being covered Each and every time I contacted them, including the time I went in to renew the contractI was assured no end date had been posted and that was normal I have records of every call to and from [redacted] where I had made sure this would not come back to me at a cost In fact when I renewed the contract I was told they didn't need my credit card to be on file as It would be covered by the insurance company The notes the company keeps privately and can edit at any point do not verify they explained anything to me I was assured as long as there was no end date posted I would not be charged, and that I would be contacted to return the car as soon as a date appearedI was also told that they keep in constant contact with Travelers through direct electronic communications so there would be no surprises as to cost coverageWhen I rented the car, I made sure the agent at [redacted] was aware I was unable to afford any fees out of pocket, and that I was passing on the extra insurance for that reasonHad it not been for his assurance no fees would come to me I would not have taken the car for another period after the original contractAfter reading the contract I signed, it at not point states I agree to pay any charges not covered by the insurance company, In fact the only reference to billing is "bill to: travelers-upstate" with a reference number to the claim Nothing I signed says I agree to pay out of pocket unless damages were found on the vehicle If you have any recorded conversations between myself and the local agents "for quality assurance", I urge you listen to themThough I'm sure u have and will likely say none of the calls are recorded rather than admit the content of said calls In order for the to appropriately process your response, you MUST answer the question above Sincerely, [redacted] I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me and the matter has been resolved Sincerely, [redacted] ***

Good afternoon My name is David I am an Area Rental Manager that oversees the [redacted] location It looks Like Jared did actually refund you the liability coverage due to a possible miscommunication The only charges on your rental were 207.45; this was for the other optional insurances that you chose to go with according to your contract if you need another copy of the itemized receipt you can retrieve one at enterprise.comThank you so much

[redacted] *** [redacted] [redacted] [redacted] Dear [redacted] : Re: New York Complaint # [redacted] – 2nd Response Thank you for your feedback We have taken this feedback under advisement I want to make sure that we provide every member a world-class customer service experience For that reason, I have refunded the ‘non-refundable’ application fee back to your card; the total amount refunded was $ Currently, regardless of promotion code, we offer every new member the following – waived first-year membership/annual fee For the New York Metro market, this is a $ value (not including applicable sales tax) This allows new members to try our program for a full year at little to no-cost (depending on promotion code used) Should you have any additional questions, comments and/or concerns relating to this matter, please feel free to reach out to me directly Sincerely, Adel K [redacted] Branch Manager CarShare Division – NY Metro

Good Morning, We have tried numerous time to contact the customer with the complaint Do you have an alternate number as we have not be able to successfully contact We have also looked in the lost and found and tried to track down the item but have been unsuccessful We do not believe that this has ever been left in the vehicle We have called this customer on the following dates and times June, [redacted] ** and have not been able to contact

[redacted] made a reservation for the rental for days and kept the vehicle for over a month The registration on the car was set to expire on March **,which was well before his estimated return date The customer made a reservation for an intermediate car and wanted to drive something nice the branch then upgraded him to a dodge challenger which is a sports car The rate was then adjusted The customer with in a week fell behind in payments We had left him multiple messages to update deposits He finally called back and complained about the rates and the cost of the car, and how he had a corporate rate, (his does not have a active corporate account as he does not qualify) We then agreed to charge him the intermediate car rate which is a month cheaper then what he should be paying, this was on 32016, the car is still registered He also wanted the office to add XM radio to the vehicle, which for him in his complaint to state he was not driving the car makes zero sense The customer did not like the options of the cars that we had in the parking lot so he did not want to come in and switch the car At this point the customer was still down on deposits as well On 4/ [redacted] the customer finally liked a vehicle that we had in our lot and came in to switch out of the vehicle, at this point the customer was behind significantly in deposits and was due for a rewrite The branch helped the customer out as he stated that he would have the money on 4/ [redacted] to pay for the rental bill in full as well as have the proper deposits to rewrite the contract At that point on 4/ [redacted] the branch should have taken the vehicle into their possession as the customer as $behind on the contract as well as they were $behind in deposits Our policy is always to be ahead $plus the cost of the rental Through out the whole process [redacted] *** never had a proper deposit on the rental So on 4/ [redacted] when [redacted] arrived to rewrite the rental contract he came in with a $money order, when you add that to the previous deposits in money orders($3/**, $4/**) and credit card $on 4/** The total price for this rental was $and the customer paid $and still has a balance of $ When the customer did not have the funds to close out the current rental, and the funds to open the new rental he was not given a new vehicle as he could not pay for the services that were just rendered and did not have the funds to pay for the future rental [redacted] made a reservation for days and kept the car days, when he picked his vehicle the registration sticker was valid [redacted] *** was given many opportunities through out the rental to switch in fact on 3/ [redacted] he was in the office giving a money order and had all opportunities to switch the vehicle, he did not like the cars in the parking lot He claims he was not driving the car, then why on 4/ [redacted] did he call in the office and add satellite radio? We offered him many options to switch the car and he refused, he was behind money through out the rental, and we also dropped the rate because he could not afford to pay for the car class that he wanted and agreed to pay for There is no compensation for [redacted] as he still owes Enterprise money If you would like we can send you the signed contract by [redacted] that actually shows a $price, in which we lowered the price for him

According to [redacted] Holdings in the state of NY, our underwriting guidelines state that anyone under the age of is responsible for this fee We will try our best to help you possibly, but prior to renting the vehicle you were made aware of these fees and you still chose to rent the vehicle

Hello we have attempted contact with customer multiple times to discuss situationMessages were left with call back information on : 515, 515, and a final message with information for a call back on We would like to do everything we can to resolve the situation, but cannot complete contact with information provided by customer due to multiple messages being left with [redacted] contact information, and no call back from customer to discuss situation

Hello,This concern has been handledThe [redacted] contacted the customer to discuss issues regarding prices and the rental experienceCustomer was satisfied with the outcome and has the [redacted] personal information to contact him during his next rental need

Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me and the matter has been resolved I was refunded on from my dispute filed through my credit card company (prior to this response, as I have not heard from the company yet.) I am still very upset that I had to go through this ordeal, however I do accept that the company has admitted wrong doing, and I hope they are going to fix in this future Sincerely, [redacted] ***

I have left [redacted] messages one on 10/ [redacted] and 10/** [redacted] Area rental manager

After the contract has been reviewed several times, the contracted agreement states your [redacted] policy only absorbs the $1,maximum payment and they paid there end This is why we contacted you to make sure you were fully aware of this Our notes state we spoke with you on to explain and further left messages on 3/**, 3/ [redacted] and 3/ [redacted] to continuously follow up to let you know your expense while you were still in the vehicle We have done everything on our part to keep our customers informed of the contract and when ther insurance allotment has been reached Therefor we continue to agree these charges are accurate.Thank You

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Address: 40 Danbury Rd, New Milford, Connecticut, United States, 06776-3444


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