ELRAC

Review: After being in a car accident resulting in my car being totaled, [redacted] provided me with a rental through [redacted]. During the rental period I was given 2 tickets for uninspected motor vehicle. I contacted [redacted] after receiving the first ticket in Mount Vernon, NY for $125 and another the following day $75. The one for $125 was written in faint ink. I took both tickets in to the local office and I did not maintain a copy for myself. After receiving a notice stating I was being charged $125 for the ticket and a $13 fee, I contacted the local office and spoke with a woman by the name of Kayla I believe, she told me she would contact the violations department. After that I contact the [redacted] violations department on 7/**/15 myself and spoke briefly with a very rude male rep who just told me "You need to contact the local office" and rush me off the phone with no further assistance. I called back violations Monday morning and was told that the charge made to my credit card for $138 on 8/*/15 would be reversed. I was contacted in the evening around 4:30pm by an individual by the name of Brian from phone#[redacted] stating that the ticket was a parking violation not a uninspected vehicle so I am responsible for this ticket. Upon hearing that I requested a copy of the ticket and was told he does not have such. I again contacted the local office and was told by the same young lady I would have to wait until the accounting department get back to her. I then asked how long would that take, she said a few minutes so I went into the office so I can obtain a copy of the ticket. She then told me it would take a day or so. After going through all this unnecessary issues I obtained the ticket # from the violations department (3rd contact)put this information in the mount Vernon ticket website and the ticket was there stating it was in fact for an uninspected vehicle. This rental company is by far the worst I have ever dealt with and the customer service is absolutely terrible.Desired Settlement: Reverse the charge of $138 made to my credit card and cover any interest incurred on that charge of $138 if not done in a timely manner.

Business

Response:

This customer has been refunded the asking amount and that refund has been communicated.

Consumer

Response:

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,

Review: rented a vehicle from enterprise rental ,the car was giving trouble the first day I have rented it ,complained to enterprise they claimed they no other vehicles for the day ,,drove vehicle home did not use for three days until the 4 th day ,used for grocery shopping ,went into the store ,foe an hour came out vehicle could not start for a hour ,finally vehicle started drove home which is only 3 blocks away ,called enterprise that the vehicle was giving me trouble ,they sent another vehicle until 1000pm late at night,I received a letter in the male stating that the vehicle was damaged ,not specified in the letter ,I called the manager [redacted] they claim that the car was filled with diesel fuel ,that is impossible after 38 years of driving to you think I know the difference between gas and diesel pump ,they are giving me the run around,I am not paying for someone's negligence and also negligence on there part for giving me a vehicle with trouble and they are so disrespectful .need an answer before I start contacting other agency's on scam on there part ,also the vehicle was picked up without a tow truck and was driven away without any problems except a engine light on the dash board ,customer beware enterprise is not so enterprising,if there cars fail they will pin it on you and scam you with the bill.Desired Settlement: I am not paying for there problem that someone else has caused.period

Consumer

Response:

At this time, I have not been contacted by ELRAC, LLC regarding complaint ID [redacted].

Sincerely,

also state farm insurance is handling this matter also fyi.

Review: I WAS ORIGINALLY PROMISED UNLIMITED MILEAGE FOR A VEHICLE RENTED 11/**/2012, AS I USUALLY GET IT WITH THIS SAME CO.; HOWEVER, WHEN IT WAS TIME TO RETURNED MY VEHICLE, ON 11/**/2012, I WAS CHARGED AN ADDITIONAL $100.50 FOR 402 MILES. NO MATTER WHAT I SAID AND CLAIMED, THE EMPLOYEE SAID THAT'S THE COMPANY POLICY. SUCH "POLICY" WAS NEVER APPLIED TO ME PREVIOUSLY IN THE OTHER 3 OR 4 OCCASIONS I RENTED VEHICLES WITH THE SAME COMPANY, ALTHOUGH THEY WERE DIFFERENT LOCATIONS.Desired Settlement: REINSTATEMENT OF THE FULL AMOUNT I WAS OVERCHARGED.

Consumer

Response:

At this time, I have not been contacted by ELRAC, LLC regarding complaint ID [redacted].

Sincerely,

Review: My wife called enterprise to make a reservation and explained to Andrew the guy who work at enterprise that it is involve a theft claim. Because my car was stolen, and Geico our insurance have told us to get a rental and since is a theft claim we have to pay out of pocket first. However they only cover $30/day and max $900. My wife explained the situation and given the claim # to Andrew. I got there and was told everything is all set so I just have to sign and initial the circle section without being told to what it is. I returned the rental 17 days later and being charge $969.28 when my rental car was only $24/day. My wife called enterprise and they said I select the waiver insurance so that why. BUT I didn't select anything, I wasn't inform of anything, there were no explanation of any extra fee but the taxes. Why would I chose coverage when my insurance is insured my rental??. So now I lost a car and have to pay almost 1000 out of my pocket for this fasilfy charges. I have rented from them so many times due to my military service. They have always been so good. But after this, this is the last time I will ever rent from enterprise again.Desired Settlement: I would like enterprise to refund the fasilfy charges, I only agree to the 24/day rate that was agreed plus taxes nothing else.

Business

Response:

I spoke with customers and issued a refund. They are happy with the resolution. Should be all set.

Review: In January, I rented a car from Enterprise Rent A Car , I the card for 3 weeks and was charged a certain rate every day, A charge was authorized on my Credit cart for 532.00 plus another for $175. When I received my credit card statement I was charge 1225.00 .They were not authorized to charge my credit card. I was working with a woman to rectified this situation , but they went ahead a just h by car .. I already disputed this charged with my credit card .. IDesired Settlement: I want to pay the original price that I was quoted

Business

Response:

To Whom this may concern:After reviewing the contract and notes on [redacted] rental agreement # [redacted] we reviewed with her the price of the vehicle being 99.99/day plus taxes of which her insurance carrier [redacted] would contribute 80% of the daily costs up to the maximum of her policy limits of $1,000. We have documented notes speaking with the customer regarding her policy limit being reached on 3/** and explained we can keep her in that vehicle but she would be responsible for the entire daily costs or more than willing to switch her into another vehicle that is cheaper in daily rate. We then left a further message on 3/** to inform her of her new charges and then again left another message on 3/** regarding the current charges and if she would like to switch out. We had never received back any communication from [redacted] until notified that she dropped the vehicle off at the body shop in which was repairing her vehicle. With customer service being our top priority I do feel we made every attempt to ensure the customer was completely aware of all charges and sadly she still will be. Thank You,Steve

Consumer

Response:

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 was contacted by a woman who did not know about my case and informed her the charges were wrong , she said that she would look into in it and instead my card was charged without authorization.So I did respond to you calls This price was not discussed with me at all. I tried to return the card for a lesser model , but of course none were in stock. I felt that I was unfairly treated. I was warned against using Enterprise for this is your practice .. I already disputed the amount with my credit card company and I am in contact with [redacted]. .I am not happy with this at all .. I also when I tried to contact some one in Commack I was left on hold for 45 mins ... So once again this was not discuss with me .

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

After the contract has been reviewed several times, the contracted agreement states your [redacted] policy only absorbs the $1,000 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 3/**/2015 to explain and further left messages on 3/**, 3/** and 3/** 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

Consumer

Response:

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]

Hello hopefully for the last time . You are not correct in the contract , I sent proof to [redacted] and [redacted], Your company was not authorized to charge my cards. All the information that you sent did not add up..

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: My wife and I read Enterprise CarShare's website to find our about their pricing and service. We read through their "home" page, their "about page", their "how it works" page, their rate plans, etc. Having also read about their competitors and having found them too pricey, we decided to use Enterprise's service.We filled out the online application in its entirety (in my wife's name). Soon, my wife received emails from Enterprise informing her that her credit card had been charged an application fee of $25 and a membership fee of $50.I went back over the website and was unable to find any mention of either an application or membership fee. The only place I found it was a single sentence buried in the "Terms and Conditions" scroll box on the online application.Desired Settlement: Ideally, we would still like to use Enterprise's service, but we feel the $75 in "hidden" fees should be refunded. Obviously we will be bound by all other fees and policies as normal. We realize that this would be up to Enterprise to accept or refuse.Regardless, we would like Enterprise to clearly disclose these fees in appropriate places on their website, as their competitors do.

Business

Response:

We attempted to find the Enterprise CarShare account associated with this complaint to correctly explain and/or rectify the situation, but did not find one matching the charges described. The customer mentioned that the account was in his wife's name; with provison of the customer's wife's name (as submitted on her application) we are better able to research this occurance, and work to provide a satisfying solution.

Review: On October *,2013 I drop off my rental at [redacted] in [redacted] Airport NY at about 4:15 AM. When I reached the Airport, I realized that I had forgotten my envelope inside the car rental, the envelope contained three $100 US Government Bonds, I called immediately about the envelope and spoke with [redacted] (###-###-####)who noted it on his computer and gave the number to the [redacted] office(###-###-####)which I called and spoke with [redacted]. I explained my situation to him and he told me, the car I rented was still there and that he was going to search inside the car and get back to me, at about 10:15 AM I called [redacted] back butt he did not come to the phone, I was told that he was busy, instead I got a call back from [redacted](###-###-####)telling me that the car was searched and there was no bonds found, at about 12:50 PM I returned [redacted]'s call and a woman picked up and again I explained my situation to her and she transferred me to [redacted],her manager. Again I explained my situation and he took my information and said he would call me back, he did call me back so called and he told me that the car was searched and there was no bonds, I told him that I was very sure that those bonds were there, he told me that he knows about bonds and that the bonds can easily be replaced, bank can helso I asked how can you say something like that to me, so I asked for the name of the man who checked in the car and he refused to give me the man's name. I asked him why was he refusing and he said because he don't give out information about his staff. I told [redacted] that what he did was not appropriate and it was very unprofessional and I will be filling a complain and contact the company's headquarters regarding his attitude. Then on Tuesday October *,2013 at about 12:20 PM I received a call from my cousin [redacted], who was my emergency contact on the rental contract and said that he got a call from [redacted](###-###-####)saying she has my bonds and that she will mail them to me. I have not received the bonds yetDesired Settlement: Pay for the face value and accumulated interest. The bonds were US Government issued and were bought in 2010.I don't remember the months.

Business

Response:

The branch from which the customer rented let the renter know that they had the certificates. They got an address and mailed them on 10/* to the address provided. On 10/** the mail was returned to [redacted]. We have a copy of the envelope with the dates stamped on it. At this point our lost and found manager made several attempts to contact the customer without success. The District Manager spoke to the renter today and was provided with the same address that originally did not work. The customer said it is good and to send it. We are sending via Fed Ex today to the renter.

Review: I had a car accident and was told by Dan, a manager, that I could have a rental car "free" while my car was getting repaired. When my car was ready, I picked it up within 15 minutes of being informed of its completion. Then I get a call that I owe $699.99 to Enterprise. I am very upset because no one ever stated that if it went over 30 days, I would be charged. No one from [redacted] or [redacted] ever said a word. A woman named Stephanie said she informed me and I have to tell you she is lying. She says she has the date and time she informed me so I challenged her to produce the phone call. Calls of this nature are recorded, are they not? I have access to another car and would have returned the jeep had I known. This is not fair...plain and simple.Desired Settlement: I do not feel that I should pay this amount.

Consumer

Response:

At this time, I have been contacted directly by ELRAC, LLC regarding complaint ID [redacted], however my complaint has NOT been resolved because:

Enterprise has contacted me and stated that since I went over 30 days in the car rental I am liable for $699.99 and that I must pay. They debited the amount to my [redacted]. I feel that since I was not notified by either Straightline Collision, GEICO, or Enterprise of the 30-day limit, that I have been a victim, especially since I didnt even need the rental. Yes the small print said "max1500" but shame on me for not reading the small print and doing the math. They claim they told me of the limit and all I can say again is I am a victim because NOBODY ever mentioned this. I filed this complaint because it is not fair.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: This complaint is in response to a false claim that was filed through my insurance. When I returned the vehicle that I rented the [redacted] of the facility assumed that the scratch on the rear passenger door which ran towards a little part of the quarter panel in the lower part of the car was during my rental period which I did not do but to avoid any further conflict I did what was told. The [redacted] proceeded to call my insurance where I spoke to the claims department and spoke with [redacted] from [redacted]. I put a claim for the scratch and took pictures also send the documents to [redacted] for their records. Thursday **,2014 I received a letter from [redacted] with a charge for 2,841.90 for repairs to the vehicle. When I reviewed the bill I noticed that they were charging for more than the scratch, such things as A/C hose Front Bumper and Bumper Absorber, etc... The list went on for parts which had nothing to do with the scratch which the claim was put in for to begin with. Those other repairs have nothing to do with me while I rented the vehicle from [redacted]. I will not be held responsible for their wrong doing.Desired Settlement: My insurance agreed they would pay for the scratch which even though that was not my fault I did file a claim to fix the scratch. I believe this is a insurance fraud case on behalf of [redacted] where they are taking advantage of my insurance to repair any issues on their vehicle. I want them to return the money to my insurance.

Business

Response:

In reviewing the damage repair estimate and the claim that was written to [redacted] ([redacted] Claim#[redacted]) it was clear that damage was incorrectly repaired under this claim that should have been repaired under a seperate claim. [redacted], the Regional Risk [redacted] for the location where [redacted] rented the car, contacted the [redacted] Rent-A-Car Damage Recovery Unit (the claims department) and advised that [redacted], [redacted]'s insurance company, should be refunded for the full amount of the repair estimate. [redacted] also spoke with [redacted] and explained the mistake and the outcome.

Review: I was recently in a car accident, my insurance company sent me to Enterprise, in [redacted], [redacted], and had me rent a car from them. I rented a car on 4/**/14, I returned the car on 5/**/14. That's sixteen days, however, looking at the bill I noticed they had charged me seventeen days. When I called up, I spoke to a woman named [redacted], I was informed I was being charged for the seventeenth day because even though I returned the car the night before, 5/**/14, it was after store hours.I dropped off the car, on my way home from work, 5/**/14, then I dropped the keys in the drop box. I was told that once I return the rental car to put the keys in the drop box, if it was after store hours, which I did. No where in the contract, or verbally told by any employee, that if the rental car is dropped of after store hours, that I would be charged the next business day. When speaking to [redacted], I asked why have a drop box if the customer is still going to be charged the next day. Her response, 'That's just the way we operate.'Desired Settlement: I want what is fair. I want to be charged for the sixteen days that I rented the car for, from April **, 2014 to May **, 2014.

Business

Response:

I, [redacted], [redacted] contacted customer to resolve the situation. Customer was very aggressive on the phone and would not let me speak with him regarding his experience at the [redacted] office. I refunded $92.39 back to renter's credit card. This was in response to a $3/day overcharge on a protection product. I also took care of one additional day of the rental car.

Consumer

Response:

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 regard to your message, I have not been 'refunded' this so called '$92.39' to my credit card. This credit has not been shown on my statement, nor have I received a receipt of any kind. I would like a copy receipt of this refunded credit, as well as a finalized receipt to send to my insurance company, after the credit- for the TOTAL CHARGE of my credit card. ]

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Customers requests has been completed.

Consumer

Response:

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,

Review: hi I as a renter never ever hade a problem but for the past 2 weeks im being called and harassed to bring back my car and if not I will be charged more money and my contract is only due in august 2015.very not happy about thisDesired Settlement: to stoped being called and harassed and stay with my same car and same price thank you

Business

Response:

[redacted] is a long term renter and was in a car that was not eligible for his reservation. [redacted] had called him prior to his complaint and he had agreed to switch into an appropriate vehicle when he was in Florida. [redacted] called him a few days after the agreed upon switch out date because he had not switched. He then said he would should out at National Car Rental at LGA when he returned which he did not. [redacted]'s calls to him were in response to him not switch out as he had said he would. He then contacted our [redacted] who offered several solutions. After that conversation [redacted] and [redacted] communicated almost daily via calls and texts to coordinate a switch. [redacted] said he required a black Ford Explorer or Cherokee. [redacted] let him know he had a Black Explorer on Thursday 5/** and he said he would be in that evening to switch. He either did not come in or did come in ( [redacted] was not working that evening ) but made a further request that the car have New York license plates. [redacted] told him he could continue to drive the original car until he could fill his very specific needs. We found a Cherokee with NJ plates and he switch into this car on either Monday or Tuesday of this week.

Consumer

Response:

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,

it was still not fair what they did and I was very unhappy about it but I hade no choise with them

Review: On 3/*/14 I was advised by my insurance company to rent a car From Enterprise. When I went to get the car there was confusion over what car to give me.I believe I ended up with a return from another customer who said he had a problem with the car (not sure).[redacted] the rental agent went out side walking around the back of the vehice to the left front to de her vehicle damage inspection. [redacted] said everything was ok but because the vehicle was covered in salt it would be difficult to see any body damage. I pointed out a cracked tail light lens which she added on neither one of us looked or walked past the right front of the car. On 3/**/14 I returned the car only to find out that there was damage to the top of thr right fender. First things that presented to me was insurance claim forms. I tried to explain to Rental Agent [redacted] who said they would investigate by reviewing the last 10 claims. This led us noware and my claims that the initial inspection was done incorrectly was totally ignored.I left a message for someone from Enterprise Corporate to call me back and that was ingnored as well. I dont think I should be held accountable for some ones mistake. I also believe this is a scam to get the insurance companies to pay because they wont fight it its cheaper to pay.Desired Settlement: I want the claim dropped and any payment from my insurance company for these damages refunded. I also feel that [redacted] shuld be held accountable for the damage that [redacted] found. I also believe that there should be a supervisor on call to make decisions in these matters immediately. I could have refused to sign any papers and been totally uncooperative under the circumstances. This is the worst car rental experience I have ever had. Something needs to be done.

Business

Response:

I spoke with the customer and [redacted] at the location. The car was filled with dirt and salt so I will not be filing a claim with customers insurance company. I spoke with customer and told him Enterprise always does the right thing by our customers if we mess up and I will remove the claim. This damage willbe held against the branch instead. Customer was very happy

Consumer

Response:

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,

Review: I have been renting cars from this company since February 2015. I have a sister and a cousin that work for the company so I used family rental privileged which is a service offered by the company. I alway put insurance on my rentals. On December * I had an accident that was not my fault. Someone was trying to make an uturn and hit me. I called the location but they were closed so I paid a tow truck to tow the car to the nearest shop. I called the insurance company of the other party and notified them about the accident. I take pictures of their drivers license and insurance card. I think I went above and beyound to safeguard Enterprise vehicle. I called Ashley ( a worker at this location) and told her about the accident. I went by the office and gave her all the information I have. I spoke to the appraiser for the other insurance company. I just wanted to make sure that I took care of the vehicle because it was in my care at the time it got damaged. I paid the body shop $289 for storage of the vehicle and I was at the shop when enterprise pick up the vehicle. Apparently Ms. Ashley thinks that I am abusing the rental privileged and told me that I was block from renting from this location. She then told me that her manager name was Jason and he got the email from cooperate but he is not in her office at this time. When I ask her why, she told me that she did not know why and that the block came from cooperate office. I asked her for the number to the cooperate office and she gave me the wrong number. I looked up the number in [redacted] and called the cooperate office. The cooperate office told me that blocks can only be done by the office I rented from and that if there is a block it has to be her that put a block on my name.Desired Settlement: I need to know her true why she blocked me and why I was treated this way when I have been a good customer for 10 months.

Business

Response:

The customer was unaware of our policy regarding our family rental discount program. If you are a fulltime employee, you are provided a total of 60 days for a "family discount." Once these rental days are used up, there is no further discount. In this customre's case, these days were used up, so she had to pay the normal rate if she wanted to continue renting with us. I let the customer know the scenario, and she completely understands and is happy with us. Her "year" has started fresh now with the new calendar year, so the customer has an opportunity for more discounts.

Consumer

Response:

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:

It was no misunderstanding. Because I was renting for a long time and I know someone who is also renting for more than 2 years. But it is what ever. If lying makes u feel better then that's ok

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: on 11-**-2013 I rented a vehicle from Enterprise car rental. I deposited my American Express card as the deposit for security for the car. I was informed by EMPLy # [redacted] that my credit card did not cover the vehicle for road assistance or damage to the vehicle. I was notified by American Express card on 02/*/ 2014 that the card did cover the coverage for insurance on the vehicle. I had disputed the charge with American Express and again I questioned why was I charged 80.43 when in fact the credit used as a deposit on the vehicle covered the vehicle. \When I spoke with a [redacted] at Enterprise, the gentleman stated that my I had signed for the coverage. I am questioning why was I told I had to sign for the insurance coverage when my credit card already coverage the feature for the vehicle. I have the Dept of car insurance from American Express investigating as to why Enterprise failed to be knowledgeable and why would they be informing their customers FALSE information without calling the credit card company to confirm the information I just was notified of. I was charge 80.43 on my credit card on 12-**-2013. On January **, 2014 a vehicle was rented again from Enterprise, but this time a charge was placed on my credit card for 250.00, but I never received a transaction receipt for this charge. because my mother did not have a credit card but I was driving Enterprise had us give them a 350.00 money order for the vehicle, but I was driving the vehicle which could have clearly been placed on my credit cards, which they did. They took a total of 250.00 plus 350.00 a total of 600.00. Never have I ever had to encounter this process. Again I was informed I had to sign for the extra insurance because my credit card did not cover this. again American Express confirmed that the credit card coverage car insurance and liability.Desired Settlement: I am requesting a full refund of 80.43 that was charged my credit card on 12-**-2015 and also the credit from the transaction for 01-**-2014. which I still have not received or heard from.

Business

Response:

To Whom It May Concern,

[redacted], [redacted], has left many messages for the renter [redacted] regarding rental concerns. She has not returned any of his calls. Please call ###-###-#### to resolve with [redacted].

Sincerely,

[redacted] for ELRAC, LLC.

Consumer

Response:

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 CONTACTED MY INSURANCE COMPANY AND QUESTION WHY WAS I OVER CHARGED ON THE CAR RENTAL. I WOULD HAVE GOTTEN A BETTER DEAL WITH [redacted] OR [redacted]. I QUESTIONED WHY WAS I STILL CHARGED 74.99 FOR TWO DAYS FOR A VEHICLE I WAS STUCK TAKING BECAUSE THE STORE STATED THEY HAD NO OTHER VEHICLE AVAILABLE. ENTERPRISE WAS AWARE AND KNEW THAT A SMALL VEHICLE WAS NEED TO BE SCHEDULED FOR MONDAY WHEN THEY PICKED THE INSURANCE HOLDER AND HER SON AT THE AUTO BODY SHOP. [redacted] WAS SPOKEN TO IN REGARDS TO THIS TRANSACTION AND QUESTIONED AS TO WHY A SUBURBAN WAS PROVIDED TO A HANDICAP PERSON WITH TWO INJURED KNEES. THE AUTO BODY SHOP SPOKE TO THEM ON SATURDAY AND SPECIFICALLY TOLD THEM A SMALL CAR WAS NEEDED FOR MONDAY, 01-**-2014 PREFERABLE A NON SMOKING VEHICLE.

WHEN I SPOKE TO [redacted] AND EXPLAINED TO HIM THAT THE VEHICLE WAS UNDER STATE FARM INSURANCE HE CLAIMED HE WAS NOT AWARE OF THIS. THEY PICKED UP BOTH PARTIES AT THE AUTO BODY SHOP - SO HOW WOULD THEY HAVE NOT KNOWN AND VICTORIOS AUTO BODY SHOP CONFIRMED THEY WERE PICKED UP BY ENTERPRISE STAFF AT THE AUTO BODY SHOP AND THE REPRESENTATIVE TOLD THEM ON SATURDAY THAT IT WAS UNDER AN INSURANCE CLAIM.

I SPOKE WITH [redacted] AND HE ALSO CONFIRMED WITH CHRISTOPHER THAT THE CHARGE WOULD BE ADJUSTED SINCE THEIR WAS NO OTHER VEHICLE AVAILABLE. WHEN I RECEIVED THE FINAL BILL. I WAS CHARGED THE FULL PRICE OF 74.99 FOR TWO DAYS. I WAS ALSO PROVIDED A MINI VAN FOR 48.70 A DAY.

WHEN A CUSTOMER IS SCHEDULED TO RENT A VEHICLE BECAUSE THEY HAVE LEFT THEIR CAR IN THE SHOP. THE CUSTOMER SHOULD BE PROVIDED WITH THE VEHICLE THEY HAVE REQUESTED. AS NOT TIME SHOULD A CUSTOMER BE OBLIGATED TO RENT A VEHICLE TA A HIGH PRICE WHEN I COULD HAVE EASILY BEEN GIVEN A COMPACT CAR FOR THE PRICE OF 19.00 A DAY TO 23.00 A DAY, NOT 74.99 OR 48.70. A CUSTOMER WHO IS HANDICAP AND UNABLE TO WALK SHOULD NEVER HAVE BEEN GIVEN A BIG SUBURBAN SUV.

ON 2-*-2014, WHEN I CONFIRMED THAT MY MOTHER HAD ALSO PUT A 350.00 DEPOSIT PLUS THEY ALSO PUT A 250.00 CREDIT HOLD ON MY CREDIT CARD. THE CHARGE WAS NOT RELEASED UNTIL MONDAY, BUT THE VEHICLE WAS RETURNED ON THE [redacted]. I WAS CHARGED A SECOND DRIVER FEE AND ALSO AGAIN ADDITIONAL INSURANCE CHARGE - IF THE CARD WAS PLACE ON DEPOSIT, THEN MY MOTHER SHOULD NEVER HAD BEEN CHARGED THE ADDITIONAL INSURANCE. THE AMEX BLUE CARD COVERS THIS FEE. AMEX CARE RENTAL INSURANCE DEPT COVERS THIS FEATURE. I WAS INFORMED MY AMEX TO DISPUTE THE CHARGE BECAUSE ENTERPRISE FALSELY ADVERTISE THE COVERAGE INSTEAD OF THEM CALLING MY CREDIT CARD TO CONFIRM THAT THE CARD COVERED THE VEHICLE.

I HAVE ATTACHED COPIES OF THE BILL AND ALSO COPIES OF MY DISPUTE WITH AMERICAN EXPRESS.

I WAS PROVIDED THIS PHONE # ###-###-####- WHICH NO ONE PICKS UP AND ANSWERS. I HAVE LEFT AT LEAST 10 MESSAGES.

I CAN BE CONTACTED AT ###-###-####.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Called customer three times leaving voicemails to contact me back on my direct number. I have not heard back from the customer.

sincerley

ENTERPRISE RENT-A-CAR

Review: When I examined a car, which I would be renting as of September *,2013 because my car was being repaired, I pointed out the apparent damages on said vehicle. The agent listed the damage on the driver's door, the fact that the outside mirrors were not operating, and told me "Do not worry about the damage on the bumper we don't care about bumpers". I foolishly accepted and signed the contract. I then relinquished said car on September **. I received a call from [redacted], my insurance company, that a claim was being filed,by [redacted], for damages incurred on September **. FOR DAMAGES WHICH WERE ON THE CAR TO BEGIN WITH. [redacted] called my house and asked my wife whether we want to pay the $2000.00 in damages or submit to [redacted]. She said to mail bill to house. [redacted] says that a claim was submitted and $570.00 in repairs were done. They are trying to get the whole car repaired. At least some of the original damage was on the contract. We had read on [redacted] that we are not the only people to be cheated by [redacted]. This practice must be stopped. I hope that you understand my case. You are not the only organization which I will file my complaint.Sincerely,[redacted]Desired Settlement: [redacted] must be fined for fraudulant practices. A sting operation should be conducted.

Business

Response:

We spoke with the customer in regard to the damages of the car. The main issue is that the damages the cusomer is talking about that they saw at the start of the rental is what we consider as normal wear and tear on the car. Those are damages that we dont and wouldnt repair. Customer had the rental car for almost a week and then left the car at the bodyshop when they picked up their own car. The damage found on the vehicle when we recieved it was in our estimation; new damage. In our assesment the car sustaind new damage to it that wasnt there when the customer rented therefore it would be their responsibility. The customer also walked around the car in the beginning and initialed that there was no sizeable damage to the car at the time of rental.

Review: Enterprise compliant #[redacted] in reference to Enterprise roadside compliant/dispatch # [redacted]; regarding NYC- JFK airport employee [redacted].Enterprise rented me a vehicle that was in a prior accident and had damage to the front passenger right side tire. The car was received with a giant green circle over this area- the Agent [redacted]- said the vehicle was clear and safe to drive. Before we left the lot, the yellow tire sign was on- employee indicated it was not due to prior accident, yet the change in temperature from lot to car was. 20-min into trip light turns red- we call JFK enterprise who says to add air to tire at any gas station- we have air added and the light returns after 15-minutes. Called JFK location for 2-hours without resolve- finally receive roadside assistance and tire is changed to a spare with a 20-mile capacity. Spare tire could not take us back to JFK nor the wedding we were attending. Had to pay $36.00 in cab fare to get to wedding. All Enterprise agencies in area had no SUV's nor would they bring us a car.On the following day (June [redacted])- I located an Enterprise dealership within spare tire driving distance that had an SUV. (Still no response from corporate or JFK location on a resolution. The car was exchanged in Hempstead, NY on June [redacted]. When car returned to JFK on June [redacted]- I was told to call corporate for a refund for the days the vehicle was not in use. At this time I am formally requesting a refund for 2-days of rental (lack of use) PLUS $36.00 cab fare. Product_Or_Service: Rental car Order_Number: complaint #[redacted] Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund Requesting a full refund to the credit card used for this transaction plus an additional $36.00 for the cab fees paid on June [redacted] since the vehicle was inoperable.

Review: After getting rear-ended I was referred to enterprise for a car rental. They asked me what type of car did I drive I told the a Highlander they explained to me that Progressive would cover another suv, I said I would like to drive a car that it wouldn't be a problem they insisted that I drive an SUV. I told them I did not want any out-of-pocket expense they said no problem the insurance company will pay for it. Then they take you outside and have you sign a contract several times & initial like this is all going to be ok. After putting me in a 4Runner I returned it in a wk too big then they insisted again to give me an suv that didn't make it three block without stalling they insisted again to give me a suv which I did. Then after returning the vehicle that wanted to charge me $1,000. for insurance cost unknown to me because they kept telling me that the ins company would pay which I found out that they don't. They never told me that the extra insurance would be my responsibility. they said there was nothing I could do I called corp they said they would return my call in 48hrs. One wk later they called me again looking for payment I called the collision people that recommended them to me they'll take care of it. Anthony called me but I had to argue with him too and he told me that they have to pay a third party for this ins. I would have to pay something, I begrudging agreed to pay $100. which I really can't afford to pay. I was mislead. I dont feel I should have to pay anything. They must do this all the time. Poor business practice! I called the collision shop & he was told by Anthony that it was resolved & they thought I wasn't paying anything until I told him my story.Another thing is that Progressive Insurance didn't want to pay for the SUV!Desired Settlement: I would like my $100. returned

Business

Response:

The customer rented a vehicle from us for a total of 24 days. She signed to accept all of the additional coverage that we offer. The employee also wrote on the contract how much it would cost her out of pocket per day so there was no confusion. During the rental the customer came in to trade into a different vehicle. At that point we printed out another copy of the contract and had her resign it. Again her cost was reviewed with her and again she signed for it. At the end she said she didn't want to pay for anything. The location spoke with her directly but couldn't come to a resolution and the customer claimed she didn't understand. I spoke with her on the phone after that to find a resolution and she told me that she knew she signed for everything but couldn't afford it. Her total bill was just over $700. We ended up charging her $103 which she agreed was more than fair.

Review: Rented CarShare by hour for their vehicle: Ford Focus @ 12:00pm on Monday, September [redacted] for 5 hours. I went to garage and presented the reservation sheet to the attendants who provided me the Ford Focus. I went out to Glen Cove and parked. When I tried to start the car again - it was logged out. Called the Enterprise customer service and over the course of an hour in 100 degree weather, they could not restart the car or resolve the issue. Enterprise agents arranged for a taxi to take me back to NYC with the promise to be reimbursed for the cost of the taxi of $132. I had to wait another two hours in the heat for the car to be towed away.Got a call the next day from Enterprise CarShare who told me that I went to the wrong garage. Even though the attendants were presented with the printed reservation and gave me a Make/Model that I reserved. Shanay of Enterprise was extremely nasty and told me that I had gone to the wrong garage (the other was a block away). She also stated that the attendants don't work for them and it was my responsibility to check the car and not them. My Enterprise card worked on this car and their customer service folks did not even know that I had the wrong car. I feel that it is their responsibility as well as the garage's who they contract with to make sure that I have the correct model.Desired Settlement: $132.00 refunded to me

Business

Response:

Hello Revdex.com,My name is Paul M[redacted] and I am the Group CarShare manager for NYC. I have reviewed [redacted] concerns and wanted to restate some of the facts to the concern:*At 11:12am on September [redacted] reserved a Silver Ford Focus (Plate#[redacted]) from our [redacted] for a 12noon pick up*At 11:55am on September [redacted] arrived at our [redacted] (incorrect location) and used her member card to access a Black Ford Focus (Plate#[redacted]) (incorrect vehicle)*A valet attendant is only there as a representative of the garage and will pull up the car as instructed. If [redacted] asked for a Ford Focus and they had a Ford Focus at the garage they would bring it up. While I do empathize with [redacted] thoughts it is communicated in our Member Responsibilities to check that you have taken the correct car. This is a fully automated service so there are requirements placed on our members to ensure success.*At the time of departure the technology in the car would begin to notify the driver that they are in a vehicle without a reservation.*At 1:06pm [redacted] contacted our Call Center for technical support when the vehicle would not start.*Our vehicle (The incorrect Ford Focus) would then not work for the member and needed to be towed form Huntington, NY. We incurred numerous costs to secure the vehicle, down time, and other effected members from this scenario*Typically all charges associated with the mistake would need to be passed onto a member.*We have only charged [redacted] with her original reservation cost of $53.95 and did not pass any of the other fees on (Over $400 worth of fees). Attached is a copy of the receipt*We will be unable to refund any further amounts but hope that this compromise is fair for [redacted].We understand that this resolution may not be exactly what she was looking for but hope that after some time and consideration she will see that it was a fair resolution where each party had some fault to the occurrence. Sincerely Paul M[redacted]?

Review: As a 62 year old woman, who has to work because of a fixed income situation, I thought it would be an excellent idea to rent a vehicle from Enterprise Rent-A-Car to get to work while my vehicle is in the mechanic shop. On May **, 2015 at 10:08 AM, I rented a 2015 Nissan Versa from Enterprise Rent-A-Car located at [redacted].

While at this location, the customer service representative explained all of the polices and procedures in regards to renting a vehicle from them. In addition, the customer service representative and I looked over the vehicle for any damages and/or wear that was on the vehicle. The customer service representative looked on both sides of the vehicle, the front of the vehicle, and the rear of the vehicle; including the silhouette lines of the whole entire vehicle.

After returning the vehicle to Enterprise Rent-A-Car on May **, 2015 at 10:10 AM, in the same condition that I rented it in, the customer service representative did same in type inspection and everything was fine. However, this time he added a new criteria. The customer service representative got down on his knees, crawled under the car, and accused me of putting a dent under the vehicle. I explained to him that I did not put that dent underneath the car and I also explain to him that he did not do that type of inspection before therefore, their was no way to determine if that dent was their before I rented the vehicle. The customer service representative accused me of lying and said I did it and I will have to pay for it. He also said that he will contact my vehicle insurance provider and they will pay for it.

Enterprise Rent-A-Car are lairs, thieves, and criminals. They pray on and try to take advantage of elderly women because, they think and they believe that they are smarter that you. They thought that because, I am older and because I am a woman, that they could take advantage of me. Please do not rent from Enterprise because, they are lairs, thieves, and criminals. They are very unethical. I felt intimidated while talking with the gentlemen about the alleged dent underneath the vehicle.Desired Settlement: I would Enterprise Rent-A-Car stop lying to people, stop trying to steal from people, and trying to take advantage of elderly women who need vehicle to temporarily get around. Enterprise Rent-A-Car also needs to work on there unethical business practices. Lastly, I would like Enterprise Rent-A-Car to admit to their mistake and stop billing me for something I did not do.

Business

Response:

To whom it may concern,My name is [redacted] and I am the Regional Risk Manager overseeing the Lower Hudson Valley Region for ELRAC LLC. After reading this complaint I started an internal investigation on the claim that was written as well as reviewing pictures, previous contracts, and employees involved. My responsibility is to also make sure that every situation is handled professionally as well. I spoke with the [redacted]) and agreed that the claim will be shut down immediately. Brian also contacted the customer to apologize and inform this claim will not be pursued but handled internally.-Thanks [redacted]

Review: We rented the vehicle from Enterprise in Medford, NY on December **, 2013 at approximately 10.30am. At that time it had 7/8 tank of gas. We said we would purchase our own gas. Enterprise in Medford stated there would be no extra charge to return the car to Central Islip. They further stated we would have 200 free miles. We agreed to a rate of $9.99/day for 2 days plus $8.99/day for insurance for 2 days.From there we went to my Aunt's residence in Patchogue, NY, a distance of 4 miles. We spent the rest of the day with here there. We stayed two nights in Hauppauge, NY, a distance of approximately 7 miles. We drove back and forth between Hauppauge, NY and Patchogue the following day. On December *, 2013 we returned the car to Enterprise in Central Islip as agreed upon. Approximate distance from Hauppauge, NY to Central Islip, NY is 5 miles. Total approximate distance we drove the car is: 57 miles.The evening before returning the car in Central Islip we purchased gasoline in Hauppauge, NY (see attachment) to bring the tank to 7/8 full. Upon arrival in Enterprise Central Islip (approximately 10am, 12.**.2013), the woman working behind the counter checked the car. When she came back inside, she stated to us there was 7/8 tank of gas. We asked her for a receipt and she stated that could only come from the issuing office (Medford, NY) and they would call us to verify charges, they never called.An Enterprise Central Islip employee took us to the train station in Central Islip via the vehicle we had rented. I assume the worker who drove us there, returned the car immediately to the office. We caught the train from Central Islip, NY to NYC on 12/**/2013@ approximately 11:00am.When I check my credit card statement the following week to discover I was being charged $140.97. When I called them they stated they would look into and get back with me, they never did.We understand that Enterprise lets some of their employees take rental vehicles away for their personal use.Desired Settlement: Credit my account for $73.01.

Business

Response:

I spoke with [redacted] and apologized for the mistake on Enterprise. I did a full refund of $99.29 to his credit card that he should see back in 24 hours, As well I emailed him a coupon for his next rental. Customer was satisfied.

Consumer

Response:

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]

Yes, they did call me and promised to credit my account for $99 and send me a voucher for a free rental. I am still waiting.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,