ELRAC

Review: I rented a car from Enterprise in NYC 10/**/14 thru 10/**/14. A quick walk around of the car indicated a scuff mark on the right rear door. I had no problems with the car. I returned the car in the same condition as I picked it up. One week later, Enterprise notifies me that I caused $903 of damage to the undercarriage. They state I must have hit a pothole. As I explained to the reps I spoke to, I drove that car on smooth, paved roads the entire time. At no time did I experience any instance where any damage could occur to the car. I would like to know how this damage was discovered. I drove the car back to the rental lot with no problems. It drove and sounded just like it did when I drove off the lot three days before. My girlfriend was with me in the car every second I was behind the wheel. She too was flabbergasted by this accusation and demand for payment. I did not do ANY damage to their car!Desired Settlement: I would like this issue to cease. A true investigation will show that I did nothing to my rental car other that drive it 217 miles over three and a half days. I would like somebody to look into this practice of accusing (and extorting money from) loyal customers who are defenseless to prove they did not do something. I feel this is insurance fraud, a deceitful practice and a poor business model. I need assistance in getting this issue resolved.

Business

Response:

[redacted] Dear [redacted]; Elrac, Inc. D.B.A, Enterprise Rent-A-Car® [Enterprise] is in receipt of the above referenced complaint directed to ELRAC, LLC in [redacted]. [redacted], the customer filing the complaint, rented a vehicle owned by ELRAC, Inc., from our location in [redacted], NY. Accordingly, your request has been directed to our regional headquarters that oversees this [redacted] rental location. [redacted] rented a vehicle from the Enterprise location in [redacted], New York on October **, 2014. On October **, 2014, [redacted] returned the vehicle to the same location. Upon return, the vehicle was sent to the local service center for preventative maintenance to be performed. Upon receiving the vehicle, the service center discovered that the entire engine cradle was broken and severely damaged; an incident report was written and [redacted] was informed he would be held accountable for the cost of the repairs for the damages. [redacted] advised that he was unaware of how the damage occurred and that he did not believe he had hit anything that would cause the damage. A thorough review of documentation regarding the damage was conducted. This included a review of [redacted]’s rental agreement, several prior rental agreements, as well as the photographs that were taken of the damage prior to the repairs being initiated. The photographs show that the engine cradle was broken as a result of an impact. With this kind of damage on the vehicle, it would not be possible for it to run for any sustainable amount of time. In conclusion, all of the documentation supports that this damage occurred while the vehicle was in [redacted]’s possession. Accordingly, Enterprise submitted a demand for payment for the amount of repairs to the vehicle along with an accessed administrative fee, a loss of use fee, and a diminishment of value fee, totaling $1093.71. Enterprise understands that [redacted] may not have been aware when the damage occurred, however we believe that all evidence supports his responsibility for the damage. Enterprise is committed to providing excellent customer service and we deeply regret that [redacted] was not satisfied with his rental experience. We hope that our diligent efforts to investigate this matter satisfy [redacted], even though we are not able to waive the cost of the repair for $903.38 worth of damage based on our investigation. However, as a courtesy to [redacted], we would be willing to waive the additional costs that were charged, making the amount owed $903.38, the actual cost of repair only. We trust this resolves the matter and demonstrates our commitment to proper business practices. If you have any further questions, please feel free to contact me at ###-###-####.[redacted]

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:

As I stated previously, I drove the rental car with the utmost care and DID NOT cause any damage. The vehicle drove and handled fine while it was in my care. I would like to know if every rental car, after it is returned from a rental

undergoes preventative maintenance since this is how the alleged damage was discovered. I was informed by [redacted] at the [redacted] rental location that the most common cause of the alleged damage to my rental is caused by hitting a pothole. If I hit a pothole, or anything for that matter hard enough to crack the undercarriage, I would expect there would be extensive damage to the wheel and tire, the springs and shocks, control arms and ball joints. It is apparent to me that this damage was discovered after my rental so therefore the responsibility of the most recent renter. Any further correspondence regarding this claim will be handled by attorney. I will not be intimidated and forced to pay for damage that I did not cause.[redacted]

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

Sincerely,

Review: Rented a car from the company in Fall of 2011 from their Smithtown, NY office. Returned the car, but they continued to bill me due to a defect with their key drop box. I was assured I would be billed up until the date that I told them I returned it, however they continued to bill me afterwards and charged me over 800$. I went back and forth with the office and they kept giving me a run around. They told me they first had to speak to the person who set up the rental, who was apparently always out to lunch or in a meeting. Then they also had to speak to the supervisor, who I could never speak to directly because he was never available to speak to either. I ended up sending a complaint to the corporate office at [redacted]. I received a notification back from them on October **, 2012 from a man named [redacted] (Vice President - Customer Service), who told me that he forwarded my letter over to [redacted], Regional Vice President of the Long Island locations. He was confident that either [redacted] or a member of his staff would reach out to me. However, up until now, I have not received any notification or contact at all. Product_Or_Service: Rental CarDesired Settlement: DesiredSettlementID: Refund At this point, I believe I am due a refund of the entire rental, as this has taken 2 years of my time, and extreme aggravation. However, at worst, I except a refund of 800$ which was the overage charge on the rental.

Consumer

Response:

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

Sincerely,

Review: On 12/** my daughter was in a accident and the car was totaled. Our insurance company was contacted and we were told our policy covered a 30 car rental . My husband , [redacted] , went to Enterprise located at [redacted] and rented a ford truck .My husband was told the cost was 41.99 per day , our insurance was covering 20.00 per day .When the 30 days were up my husband went to return the truck and that is when the problems started.With ALL THE HIDDEN FEES that my husband was not made aware of it cost OVER ONE THOUSAND THREE HUNDRED DOLLARS (1300.00). and that was with the 600.00 they received from the insurance company taken off !It is an outrage and SCAM to charge so much in hidden fees ! IT COMES TO ALMOST 100.00 PER DAY .Now on the day he was scammed out of all that money he wanted to return the truck BUT rent something smaller with 4 wheel drive , of course they had nothing available forcing him to keep the truck.AFTER paying so much the first time this very poorly run business was calling our home up to three times a day !It was pure harassment , why they were doing this is unknown they already scammed so much money from us , it was not as if we did not pay !!

Order_Number: REF# [redacted]Desired Settlement: DesiredSettlementID: Refund

The hidden fees that they did not state we would be charged should be refunded and a letter with a apologize , for the undo harassment should be sent.

Business

Response:

[redacted]-Area [redacted]

In regard to the above complaint, we have a copy of the contract that shows [redacted] signed for everything and was made aware of the rate at the time of rental. [redacted] had the car for a total of 34 days. He came in to sign a new contract after 30 days and once again signed for coverage and stayed in the same vehicle for a lower price since his insurance company was no longer paying towards the rental. When [redacted] returned the vehicle this week, the [redacted] reviewed his bill and all of his charges with him and logged in his responses about the service. When asked about the service in general [redacted] response was "perfect". When asked what could we have done better for you-"nothing" When asked if anything stood out about his experience he mentioned that the whole thing was great and the [redacted] in particular was great. At no time did he question his bill or charges and at no time was [redacted] present.

As far as the phone calls to the house, the only calls that were made were to either check in and see how the car and service was and to inform the customer of the last day that their insurance company would be paying towards the rental. I also believe that an enterprise employee that works for Hartford called them as well to let them know of the last day.

Tried to call MR Keeler today to discuss since he may not even be aware of the complaint

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:

First [redacted] is fully aware of this compliant . Second , we have caller id and unless this person dial the incorrect number NO calls from this company were made to the number. AT NO POINT was [redacted] made aware of the hidden fees only told "sign here , sign there" , he was NEVER informed he would be charged OVER 19% sales tax .

As for " [redacted] " he has no idea who this person is NOR was it ever said that everything was "perfect" .

This office was also told by [redacted] on the return of the truck that he was unhappy about the harassing phone calls , reply from worker "maybe they just like you "

This business has made false statements to the Revdex.com and is quickly becoming a matter for the Attorney General`s office and possible a class action suit .

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

Sincerely,

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:

[redacted] replied to the message left on his cell phone yesterday 2/** ... my husband called from his cell phone so there is a record of the number, date and minutes used for the call.

During which he expressed his unhappiness with this so called company and stated the fact that he was VERY aware this complaint has been filed.

If the Revdex.com would check enterprise.com it will see many comments from customers that are unhappy with this company .

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

Sincerely,

Business

Response:

I spoke with [redacted] two days ago and reviewed all of the charges. Explained our position again-he rented the car and signed for everything himself. The contract is written out explaining how much it would cost him per day in full for the car (so the fees were not hidden, they were written out in front of him). He returned the car after 30 days, closed out his file, paid his bill, was handed a reciept, signed a new contract with a cheaper price and once again signed for the same things as his first contract. He then returned that car 4 days later,again paid his bill and again was handed a reciept. At no time on either occasion did he express a concern about the price or his bill.

When I spoke with him this past Monday, I asked him why he never questioned his charges at any time and he had no real answer except for the fact that he didnt have his glasses. He then mentioned that on his second rental that he wanted to return it two days earlier but didnt realize we closed at 1pm on Saturdays even though that too is on his contract. I offered to refund him for the extra days but that we wouldnt be refunding him for anything else. I told him how much the refund would be for and his response was "Ok ill go with that". So we were under the impression that the matter was resolved on Monday-2/**/14

Review: I rented a '12 Nissan Altima vehicle from [redacted], an Enterprise agent on July **, 2013 at approximately 1 pm. Upon his presentation of this vehicle, I repeatedly had asked him to make detailed notations on the rental agreement's vehicle pictorial sketch to show existing minor scratches, dings and the like. He did NOT carry this out as I had asked. Further, this car had been presented to me for rental in a very filthy state, thereby making it difficult to determine any imperfections on the car's exterior. Being that it was past the 12 pm closing time and the agent had clearly wanted to get out of there I had left with the car. Upon returning this car on July [redacted], a walk around inspection was conducted by the same exact agent [redacted]. He remarked that there was damage on this vehicle's roof top and probably by hail. He asked me, "Did it hail, did it hail this weekend?" I remarked, "And, how would I know this?" He summoned his assistant manager [redacted] and they proceeded to intiate a claim of damages against me as a renter. I vehemently disagreed with their assessment of the facts and dispute their findings. So, claim # [redacted] has been initiated.Desired Settlement: For Enterprise to drop allegations and claim damage proceedings. The rental agreement # is [redacted]

Business

Response:

Elrac, LLC. d.b.a. Enterprise Rent-A-Car [Enterprise], is in receipt of your July **, 2013 correspondence directed to our Beacon, New York rental office. Please find herein our response to [redacted]'s

complaint regarding the damage claim that resulted from his July **, 2013 vehicle rental.

The rental vehicle operated by Enterprise self-insured in the state of New York. We respectfully advise that we are unable to provide you with the insurance related information you have requested, as there is no policy of insurance related to the matter. We have however provided a summary of the damage claim investigation from which [redacted]'s complaint arises.

[redacted] rented a vehicle on July **, 2013 from our Enterprise location. Prior to taking possession of the vehicle, [redacted] acknowledges conducting a walk-around inspection. At that time, our employee explained our damage policy which [redacted] references. Enterprise utilizes an objective tool to measure the size of scratches, dings and dents that we deem to be normal wear and tear on rental vehicles. Customer are not held accountable for such damage that occurs during their rental period.

Following that explanation, [redacted] did in fact initial the vehicle diagram marked "no damage" on

the front of his rental agreement, confirming our employee's determination that at the time of the rental, there was no damage on the vehicle.

Upon return, the rental employee inspected the vehicle and determined there were dents to the roof that exceeded our objective definition of normal wear and tear. Accordingly, an accident report was created and the claim process proceeded. Following our receipt of [redacted]'s dispute, and prior to receiving your office's inquiry, our risk management department conducted a review of the matter which included, in part, a review of all prior rental agreements and their corresponding damage evaluations. The damage noted upon [redacted] return was never identified in any other rental inspection performed prior to, and following, every prior rental transaction involving the vehicle.

After very careful review we believe that all due diligence was performed and the claim against [redacted] for the damage is appropriate. While we understand and appreciate [redacted]'s assertion that the damage is not his responsibility, and we are not asserting the damage was caused by [redacted] himself we do believe he is contractually responsible for the damage that our investigation determined to have occurred during his rental period.

At Enterprise, we strive to exceed our customers' expectations for service. We truly regret that [redacted] was not satisfied with his rental experience. We hope that this correspondence demonstrates our commitment to exceptional service and proper business practices. Additionally, we hope this provides you with the information necessary to conclude your inquiry. If you have any questions, please contact me at ###-###-#### .

Business

Response:

To Whom it may conern,

As noted in our prior attached letter to the NYS Dept. of Financial Services, an investigation was already conducted and it was determined that [redacted] is contractually responsible for the damages.

While we understand and appreciate [redacted]'* assertion that the damage is not his responsibility, and we are not asserting that the damages were caused by [redacted] himself. We do believe he is contractually responsible for the damage that our investigation determined to have occurred during his rental period.

Thank you.

Regional Risk Supervisor

Consumer

Response:

[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:

Review: Rental Insurance was added to my rental agreement by an employee at the Enterprise Rent A Car without my authorization. In my initial reservation which I made in person 2 days before a contract was made, I repeatedly stressed to the employee at the store that I did not want Rental Insurance added to the contract since I would provide that through my own personal car insurance company. The day of the contract, insurance was added to the contract without my knowledge. The employee at the store that gave me the contract simply asked me to initial and sign the contract and said everything was in order from when the reservation was made. Furthermore, the contract that was made the day of the rental was never explained to me, never emailed to me nor spoken of in person and over the phone with me as their protocol says they will do. The problem with the contract wasn't brought up until I noticed the charge on my credit card and realized it was unexpectedly high, given that I was told a estimate of the final cost. I proceeded to contact the [redacted] of the location and explained the issue to which he agreed to refund me the cost of the insurance added to the contract. 1 week has passed since that conversation and I have yet to receive the refund promised to me on my credit card. This is very unprofessional and suspicious on their part. I would like Revdex.com to help as mediator to this process since I feel I am being ignored completely.Desired Settlement: I desire the amount of the insurance that was added to the rental contract be refunded to my credit card and an apology for the lack of consideration and respect shown to a paying customer. I would like to be contacted directly by the [redacted] of the store or by someone in an overseeing position within the company and have them explain to me how they will handle the matter going forward.

Business

Response:

The customer received the requested refund prior to the complaint and the [redacted] spoke with the customer as well.

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 rented a car from Alamo rent a car on May [redacted], 2013. I returned the car on may [redacted], 2013. Upon my return I did a walk around with the Alamo representative and inspected the car. The representative gave me my receipt and I proceeded to catch my flight. One month later I received an invoice for damages to the car in the amount of $425.00. I contacted the Damage Recovery Unit and spoke to [redacted] and advised her that I was not aware of any damages to the car and I did an inspection wit the Alamo rep and he did not indicate there was any damage to the car. She explained that the rep indicated there was damage and that I had to pay regardless. I told her that in the past with a rent a car places if there is damage to a car that is returned it is brought to my attention at the time i'm returning the car and I signed that I acknowledged the damage. This did not happen. How am I to be held responsible for the car after I leave and the transaction is completed? How do I know it wasn't done by the attendant the took the car from me and is now covering himself. Its an absurd claim with no merit. Please help me as I am at a loss. Thank you. [redacted]###-###-####Desired Settlement: DesiredSettlementID: Other (requires explanation) I would like them to not charge me for something I did not do.

Review: They Over charged me! Over a month ago and have just been giving me a run around!!!!! Both my contracts says $34.97 a day OR $174 for 7 days!! I rented the car for 7 days n they charged my card for $625.80 instead of the $174 plus tax..... I call them n they fight with me saying I only have a copy when clearly I have 2 yellow contracts originals and neither contract says 79.99 a day printed or hand written (with my initials)!!! The location [redacted] was nasty n threatened me that I would be banned from renting from them if I disputed it with my credit card company. then the regional [redacted] was nasty n told me she'd call me back that was almost 2 weeks ago!!! I called them back a 4th time and was told my complaint was in and someone from corporate would call me we are going on almost a week already!!!Desired Settlement: I want my credit card credited and charged the correct amount for 174.00 and tax! I would like to be compensated for all the stress and headaches I have endured during this matter!!! A free week rental would be GREAT!!

Business

Response:

To Whom It May Concern,

Nafisah Ishmael, Area [redacted], spoke with the primary renter/driver and refunded his card $50 for the upgrade amount. He was satisfied with that.

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:

I just spoke with my father the primary name on the rental He DID NOT approve a $50.00 credit sicne he is not the one paying the bill I am!!! He told the [redacted] that he needed to speak with his daughter before he approved any thing! This WAS NOT approved by him or I! He would NEVER approve a credit of $50.00 for a $400 and something dollar OVER CHARGE!!!!!!

If you look at the contract I have attached it CLEARLY states 34.99 a day or 174.00 a week (7 days) on BOTH contracts

A $50.00 credit is like a slap in the face! They are breaching their own Contract!

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

Sincerely,

Business

Response:

I already spoke with renter and refunded $50 as courtesy. He was ok with that.

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:

NO he did not!!!!

BUT you are a lair and there is no working with you there for I will just get back in touch with my lawyer!!!

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

Sincerely,

Review: I rented a vehicle on 11/**/2015 for 2 days (Grey Crez) was in NY for a family party.went to Ny to see my sister on saturday and returned the car late that night at the same place I rented it at was told to leave key in Drop box which I did.was charged for 2 days because they were closed on sunday no problem. 3 weeks later I am billed for 1 week rental. $427.00. I called spoke to the manager Drew. he apologized because they rented the car to someone else for a week and never took the car out of my name was charged to my credit card Drew made good and returned my money to my account. then a week later I was charged 19.47 from the same Place Enterprise car rental I called and spoke to Drew again who told me he was sorry and would find out why and how that happened days go by I don't hear from him I call back and since December I have been getting the run around the last time I spoke to him he told me that the checks in the mail I have been charged 34.00 twice for over draft fees from my bank for these charges that have been charged to my acct.I have also spoke to there Corp office and got the run around from a women named Tina both her and Drew are playing games with me on this matter and would appreciate some help wi th this matter. I would never rent a car from this company again and I urge other renters to go somewhere else also.Desired Settlement: On Nov.* I rented a car from Enterprise car rental for 84.00 for 2 days it was a Sat. I drove to New york city to see my sister and returned the car that night because they told me they were closed Sundays I was told to leave the keys in the drop box which I did, 2 weeks later I checked my bank statement and was charged 427.00 I called and spoke to Drew who is the manager there at Enterprise, he refund the 344.00 back to the bank acct. and said they rented the car to someone else under my credit card and never took the car out of my name. apoligized and that was the end of that. on Dec [redacted] I was charged 19.49 from Enterprise again I called and spoke to Drew he can not tell me what the charges were for and again would refund the money to date I am still waiting for my refund after many conversations with Drew and a women Tina from there Corp office. they told me the check is in the mail. I am at wits ends with these 2. and they have no intention of returning my money.I would appreicate any help you can give me with this matter.

Business

Response:

I spoke with the customer and went through her bill and her charges with her. I explained that we did do a refund on her credit card on 11/** for 344.05 and she confirmed she did receive that. I did not see another charge on her credit card from enterprise for $84.00. I asked her to please call her bank and send me the information to show the extra charge that I do not see on my end and I would be more than happy to refund her asap for any excess charges. She appreciated that I called and is contacting her bank to send me the proof of the charge.

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,

[redacted] Enterprise has reached out to me I have tried to send them the information they requested the telephone # Lori provided did not work and the bank called me and said the #was wrong I called Lori and I sent her the information myself .she said she was going to cancel the check they say they mailed to the wrong address, and would refund me to my acct# in a couple of days, so I have still not received compensation from Enterprise as of yet. 1/**/2016

Review: I paid for a rental car thru [redacted] and insurance thru [redacted] with my [redacted] credit card. When I picked up my car on April **,2014, nothing was said to me about an upgrade or additional insurance. When I received my [redacted] statement the following month, [redacted] charged me for an upgraded car and additional insurance. It doesn't make any sense as to why I would purchase insurance again and another car. I had put a complaint on " [redacted]" about this and a representative did call me and left me a voicemail stating that a [redacted] will be calling me in regards to this matter. He did in fact, call me and left a voice mail. I called him back three times with absolutely no return phone call ! I have requested a copy of a contract with my signature showing that I approved these charges ( $418.88 ) and they cannot provide this because I did not authorize any other charges. I do not know how the person at [redacted] got my credit card to charge me. I really feel that [redacted] unlawfully charged my card for things I did not authorize. Also, I am working with the fraud department with [redacted] card regarding this matter and they did credit my account via their fraud protection and I am looking into a class action suit against [redacted] because if they can do it to me,they can do it to anybody.Desired Settlement: Since [redacted] credited my account, I DO NOT WANT TO RECEIVE A BILL FROM [redacted] CAR RENTAL. I WANT THIS RESOLVED,DONE. I WILL NEVER USE THIS COMPANY AGAIN.

Consumer

Response:

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

I have not been contacted .

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

Sincerely,

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 recently tried to make a reservation with [redacted] Car Share Program and was unable to because my account was restricted due to a membership fee of $40.00 being billed to my account. Previously, membership fees were not collected until December. I am not quite sure why I am being billed in October for said fees.The company did not try to reach out to me to inform me of this early billing, and when I called to inquire no one was able to give me additional information. Therefore I was not able to go forward with my reservation. I did try to make the payment of $40.00, however their system informed me there was an error. I do not want to be billed for something that is not currently due, nor do I want to receive excessive fees on my account. Please assist regarding this matter. Thank you.Desired Settlement: I would like the company to remove the restriction on my account because membership fees are not due until the end of the year. If for any reason the payment of $40.00 did go through, I would like it put on my account as a credit.

Consumer

Response:

I spoke with someone from [redacted] Management Team and the matter was taken care of in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Thank you.

Sincerely,

Review: I rented a vehicle from them the car was given to me empty tank I was shocked the company went in into my credit card without authorization and charged $48.48 to my credit card for fuelI spoke to the store manager ----- [redacted] she was very rude she hung the phone on me .Desired Settlement: plus other fees that occurred due to overcharge on my credit card and a letter of apology

Review: On 1/**/15, I rented a car at Enterprise Car Rental located at [redacted] because my car was being serviced at the Cadillac dealership located behind Enterprise at [redacted]. When I walked around the car with [redacted] (Enterprise employee), I pointed out, what appeared to be minor damages to the bumper. [redacted] stated that it was nothing and I believed him. After I declined their insurance (for the third time) I went on my way. Around 4:40PM, I returned the car in the same condition to which I received it and gave a female Enterprise employee the keys to the car. When I tried to follow her outside to inspect the car, she put her hands up and stated that I did not need to follow (office cameras should be able to prove this). While the employee was outside, I observed her bent down towards the front of the car for a couple of minutes and then she went around to the other side and did the same thing. When she came back inside the office, I asked her what she was doing and she stated that she noticed that the car looked unleveled so she decided to pull on the bumper and it popped out (please note that she is not a mechanic). She then told [redacted] that there was damaged to the bumper. [redacted], the female employee and myself all went outside and the bumper was popped out on both sides. It was not in this condition when I arrived. I watched [redacted] easily pop the bumper back into place (please not that he is not a mechanic) and the car looked how it did that morning. [redacted] then informed a [redacted] by the name of [redacted] who went outside and popped the bumper out of place again (please note that he is not a mechanic). I then walked to the Cadillac Dealership to get my personal car at 4:53PM (time on my receipt from the dealer). I came back to Enterprise to settle the matter and [redacted] called my insurance company to put a claim in. He then gave me my invoice alleging that I turned the car in at 5:10PM.Desired Settlement: Since the damages to the car is obviously preexisting and made worst by the three enterprise employees popping the bumper in and out of place, I want Enterprise to pay to get their own car fixed. I also want a full refund for the rental. No customer should fall victim to this scheme.

Business

Response:

We have spoken to this customer on multiple occasions regarding the change of condition to the vehicle that she returned. She had done a proper walk around of the vehicle with an employee upon picking up the vehicle, and agreed with the Enterprise employee that there was no damage on the vehicle and initialed off no damage on the contract. Upon returning the car the front bumper on both sides of the vehicle were hanging off of the car next to the fender. She is claiming that the employee tore the bumper off. This is physically impossible as the bumper was torn on both sides, myself and our vehicle repair [redacted] both inspected this vehicle after it was returned and her story does not match, you were not able to push the bumper back in place as it was torn at the seam on both sides of the vehicle and would not clip back in place, the employee also could not pull this bumper out of place. We have let her know on multiple occasions that the damage was not pre existing and that she would have to file claim to get this car fixed with her insurance company.

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:

Everything regarding the response is a complete lie. I did not return the car with the bumper torn off. I declear under the penalty of purgery that the car was returned in the same condition towhich I received it. I also declear under the penalty of purgery that I watched two employees pop the bumper in and out of place. I couldn't see what the female employee was doing exactly but when I went outside with the Two employees, the bumper was popped out of place. I would never return a rental car back with damages, especially damages that is noticeable and say I didn't cause it. I have full coverage insurance why bother. The female employee admitted that she pulled on the bumper because "it looked unleveled". I'm not stupid, I know what I saw them do. Make the employees take a lie detector test and I promise you they will fail. I'm willing to take one and pay for all of us to have one to prove my case. Once again, I was not in any kind of accident nor was I driving in any conditions where the bumper would be poped out. There where no scratches on the bumper (unless they made the car appeared to be hit to try to prove this bogus claim, after the fact). The picture I have look like the car was held together with some type of weak adhesive, which is why is was so easy for the female employee and the [redacted], [redacted] to pull on it so it would pop out of place. Their behavior leads me to believe that they knew the car was damage prior to renting it to me, which is why I beleive the damages are preexisting. I've been renting cars from Enterprise since 2001, and I have never witness enterprise employees act the way they did. Did this so call [redacted] from the cooperate office look into the last few customers who rented the car before I did to see if they may have been in a accident they could have caused the damage? I'm sure the answer is no. Did the last few customers rent the car using Enterprise insurance where the could have put any damage on the car and not have to worry about it and if so, did they fix whatever damage they may have cause? I'm sure the answer to this question is no because they don't want to loose money from renting the car.

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

Sincerely,

Consumer

Response:

At this time, my complaint, ID [redacted] regarding ELRAC, LLC has been resolved.

(By clicking "OK", your complaint will be closed as Resolved.)

Sincerely,[redacted]

Review: I went to Enterprise for a rental of a vehicle after a no-fault car accident. I have auto insurance and haven't been in an accident in many years. I have rental coverage through my auto insurance, so I opted for a car that is within my insurance limits. I told the representative that I did not want to be charged anything because my auto insurance was covering it. They told me that I can either (1) have the rental fee charged to my credit card and have my auto insurance refund me, or (2) have auto insurance pay them directly. I told them to have my auto insurance pay them directly because I can't have charges right now on my card.Enterprise then requested my credit card. I asked why - they said it was for authorization purposes and that they would not charge my card. We then proceeded outside and I looked over the vehicle. The representative had the contract in hand, told me to initial in various places, stating that it represented that the car was not damaged.After the car was returned, I received a credit card statement that my card was charged almost $400.00. I called my auto insurance and Enterprise, and they said that I accepted the "extra insurance" in the contract. I said that I did not accept it, and I would not have, because I can't have charges on my card and I don't need the extra insurance. My auto insurance said that there was nothing they can do, and Enterprise was happy to hang up.I got swindled by the representative. I said over and over that I wanted no charges, and yet they charged my card. The manager there only wants to profit and to take advantage of people like me, having me initial without explaining any other charges. I try to trust people, but this is outright wrong.Desired Settlement: I want my money back. They should not have tricked me into accepting supplemental insurance, especially since they knew I would not have taken it.

Business

Response:

I have spoke to the customer and apparently there was a misunderstanding of what she was anitialing, so I have refunded the customer her full charge.

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 returned a rental car from [redacted] that I had due to a car accident. I was told to leave the car at the auto repair shop upon completion of my auto repair and that [redacted] would pick it up from there, which I did and left thinking nothing of it. The repair shop called me about a half an hour later and said that there was a problem and that [redacted] was saying there was something wrong with the car but that they had taken it away even though she told them I had just left and that they should call me to come back. I was shocked and called [redacted] and told them that the car was fine when I left it and asked why no one called me if there was a problem to which [redacted], [redacted] replied, "why, when you would have just denied it anyway". I immediately informed their corporate office and filed a complaint. The car was left there in the same condition as it was rented to me however, all I received was a letter and a bill telling me that the rental was received damaged and that I should pay them approximately 400 dollars for repair. Again I was shocked and thus began my journey with fighting [redacted]. I asked to see the car I supposedly damaged and was told that this was impossible as it was already at the shop being repaired. This was strange since it was barely 48 hours later. I was never given the courtesy of facing the accusation, merely told that I should take their word and pay up. They have refused to listen to reason, have sent me pictures of a car that they proclaim to be the rental I had however, the pics were black and white and not recognizable as the car I rented. I did not damage their rental and I refused to pay for damage I did not cause and their assertion that I must pay them is ludicrous. So the stalemate has ended in collections which is unfair. I have pristine credit and it is being harmed due to this company's underhanded tactics. It is my belief that this is either a racket perpetrated upon unwitting customers to force them to just put it through their insurance or simply pay because how can you beat a huge machine like [redacted]? In the alternative perhaps the person picking up the car from the repair shop damaged it and is placing the blame on me. In any event, this practice should not be allowed.Desired Settlement: I would like to have my good name cleared, the charges removed and my credit fixed. Thank you.

Business

Response:

To Whom It May Concern,

Our [redacted], [redacted], spoke to [redacted] she was upset that we did not call her on the spot. When we noticed the damage checking the car in at the bodyshop. [redacted] felt we should have called so she could have seen the damage. I asked her how that would have changed anything and she said she is not sure if it would change anything but feels like she just wanted to see it. The pictures [redacted] sent her were in black and white and were not clear. I asked if there were anything I could do at this point for her. She said if I feel we did proper protocol then there is nothing we can do. I made her aware to contact her insurance company if she was still disputing and made it clear we were not saying she damaged it but something happened during the course of her rental.

Sincerely,

[redacted] Rent-A-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:

Review: I rented a vehicle from Enterprise car rental at [redacted] on August [redacted] 2013. My personal vehicle was involved in an accident and my insurance company recommends using Enterprise. It was a 2013 Cadillac ATS when I pick up the vehicle it was raining and the Management assistant [redacted] walked me outside to the car and handed me the keys and said I was ready to go. Two days later I noticed a small dent in the hood and the drivers door which was not visible when I picked up the car due to the rain. When I returned the car on August [redacted] 2013 I was told by the branch manager [redacted] that I had damaged the car. I informed him that the damage was there prior to me picking up the vehicle and was not noticed because it was raining the day I picked it up. He then proceeded to fill out an accident report so I called the police to get a field report. On August [redacted] 2013 I was called by the District Manager [redacted] and he told me he would pull the prior contract to see if the damage was reported. I called again on August [redacted] 2013 and he told me he still has not gotten the paper work. I called two more times once on august [redacted] & august [redacted] spoke with [redacted] and [redacted] respectively. They said [redacted] was out of the office so I left my name and phone number and neither calls were returned.Desired Settlement: Not to be charged for the prior damage to the car.

Business

Response:

My name is [redacted], I am the area manager with Enterprise Rent a Car overseeing northern Suffolk County. In regards to this complaint I have confirmed that the damage to the vehicle was pre-existing and there for have relieved any responsibility to [redacted]. He has been notified of the agreement and I have sent him an email confirmation that has subsidized his needs.

Thank You,

Area Manager Long Island

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 rented a vehicle from Enterprise car retail services. When I had the vehicle in my repression I obtain a few parking infractions. Once I obtain the notice of the infractions. I wrote the checks and paid them, but as I paid them Enterprise was also taking the payments out of my account. I called the infractions department and explain to them that they were being paid two times. I spoke to one of their custom rep, explaining what happened the rep stated to send the proof. I faxed everything five times. Which includes my bank statement,the parking violations parking information from the city of New York receipt. Then I did another follow up call to the enterprise rep, He stated that the state of New York. Stated that I was due for a refund due to over payment from enterprise. I faxed over the proof of payment from my bank and the city of new York a again. I did another follow up call, in-which another Enterprise rep stated that they do not care if the city of NY issued a refund for my over payment of parking infractions, they still was not going to give me back my refund.Desired Settlement: I would like to obtain my refund that is due to me.

Business

Response:

I left a message for the customer with my eFax and cell for a copy of her receipts. I did the research already and found 4 tickets that the customer was charged for totaling $286.00. Just waiting a call and email back and will gladly process.

Review: On July *, 2013 I rented a vehicle from Enterprise Car Rental located at [redacted]. I was charged $69.99 for the vehicle for one day and sales tax of $13.56 totaling $83.55. However, my credit card was charged $104.44. I called Enterprise and spoke to [redacted] (who no longer works there) and was told I was charged for gas. I explained to him that I refueled the vehicle therefore, there should be no charge also my receipt states no fuel charge. I have gone into the actual store on 4 occasions as well as call the 800 number. I live in Manhattan on [redacted]. This store is actually 20 miles from my home. At this point I feel I should be compensated for my time and gas of trying to get this resolved. I spoke to [redacted] on September **, 2013 and he offered to refund me the $20 if I come into the store. If this was all that it would have taken it should have been done 2 months ago. At this point that is unacceptable in my eyes. I have spent almost $160 in gas alone. Therefore that is not an option at this point. Looking for help in resolving this issue.Desired Settlement: I feel for my time and trouble I should be given a rental for the price of my refund and the total of my gas that was used. I took me this long to file because I was given good service up until this point. [redacted] was very good in assisting me in getting my rental. I am very upset now that I'm told a simple swipe of my card could have rectified this months ago.

Business

Response:

Hello. Regarding the matter of [redacted], we have settled the dispute. I refunded her $40 back to the credit card she left. I spoke with [redacted] to confirm that it was acceptable, she agreed that it was not all that she was asking for, but that it was more than simply the amount mischarged. This complaint should be completed.

Review: There was no issues picking up the car, however returning the vehicle was an horrible experience, I returned the car at 3:45am due to needing to be at the airport by 4:00 am. No one was available to accept the car the lot was completely empty, I was scared because I was in a isolated area with nothing but cars around I walked around looking for someone for like 10-15 minutes until a young lady ask me was I ok.. she at that time told me she would take care of it.. but the shuttle was coming therefore I needed to leave, it was like 3 degrees outside no shelter to wait in while waiting for the shuttle.

I was not giving a receipt, I was returning a GPS. I was very displeased and upset to be dealing with being somewhere alone, I am diagnosed with PTSD so to arrive to a business and the lot was empty with no Rep to assist me cause me to have a mild panic attack.

The GPS that was given to me was also defected it was so old and outdated it had be going in so many different ways that I decided not to use it and just used my phone for directions, I upgraded the vehicle to get the GPS.

I am so grateful that the young lady that was there help me.Desired Settlement: Refund of my total amount of 128.00 that was charged to my credit card.

Business

Response:

My name is Tom M[redacted]. I am responding to the above complaint. I just left a message for [redacted] including the reason for my call as well as my personal phone number to discuss this further.

Review: I was recently in a car accident and I made a claim with my insurance who referred me to enterprise for rental services. I was able to get a rental from them, but they only had one for $37 a day and I was only a proved for $30 a day. So I gave my debit card information so that I can be charged for the extra $7 a day. TO'Day I checked my checking account and was surprised to see a $200 charge. I called to I quite about the charge and was put on hold twice followed by being hung up on. The third time I called I was upset and told the man I just need to resolve this issue and he began to yell at me and swear at me. I asked to speak to a [redacted], and he also swore at me and then hung up. I had to call my insurance to make the conplain. The rep made a three way call to enterprise and even to her the man was very rude. I will never again use their services. he was very unprofessional and so was the [redacted] and incompetent for not being able to resolve my issue.Desired Settlement: I was told by the man at enterprise that I was charged because my insurance hadn't extended my coverage, but I verified with my insurance that they indeed extended my coverage and therefore, I shouldn't have gotten charged. this is a huge inconvenience and now I am at risk for obtaining an overdraft fee because of their unecessary charge.

Business

Response:

[redacted]I apologize for any inconvenience during your rental. In response to your concerns I see that you are being charged 31.50 per day plus sales tax. Your rental reimbursement with [redacted] covers the first 30.00 dollars this leaves you with a net out of pocket per day of 7.76. I do see that your insurance company extended the direct pay until 02/**/2015. I also see a refund in the amount of 150.00 was placed back to your bank card on 01/**/2015. Your current deposit will leave you with a zero balance on 02/**/2015. Our branch staff will call you on 02/**/2015 if your car is not ready to request additional extensions from [redacted] and additional deposits to cover your daily out of pocket. Please verify with your bank that your refund has posted, banks usually take one or two business days to post refunds.

Review: I would like to file a complaint to Enterprise Car Rental regarding a parking ticket penalty Enterprise charged to my credit card.- Contract#: [redacted]- Parking Ticket#: [redacted]- Credit Card: [redacted]On 1/*/2015, I picked up a rental car from Enterprise at their [redacted] location and then returned the rental car at the night of 1/*/2015 to their [redacted] location. I am returning the car to [redacted] because they have Drop Key service as I need to return the car on Sunday after the office hours. I have notified and verified with Enterprise staff before returning the rental car.On 1/*/2015, when I was returning the rental car to [redacted], there was no parking space in the parking lot and even the parking driveway was blocked by their company shuttle vehicle. Since it was after office hour and there was no Enterprise employee there I can speak to. There were couple rental vehicles parking on the sidewalk and street right outside the parking lot, and I have no choice that I have to park the rental car on the sidewalk just like the way the other few rental cars parked. Street parking is not allowed at specific time neither.On 2/**/2015, I received a letter from Enterprise regarding the Parking on Sidewalk parking ticket issued by [redacted]. The letter shows I have to pay total of $113 to Enterprise: $100 for the parking ticket and $13 for administration fee.On 2/**/2015, I called the [redacted] rental location and I was told to call the toll free number (###-###-####) on the letter. I called the toll free and spoke to a supervisor at customer service. I explained what was happening and I explained why the returned rental car cannot be parked in the parking lot. I was told the case was escalated to Enterprise corporate and the corporate will try to have the [redacted] rental location to pay and cover the parking ticket penalty. I was also told I should hear status update in 7 business day.On 2/**/2015, I found out my credit card was charged for $113 on 2/**/2015.

Product_Or_Service: Rental Car

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

I sincerely requesting Enterprise credit me the $113.As described, the rental location didnt provide parking space for return vehicles. There was no instruction or sign to instruct customer what to do with their retuned rental car. There were other rental vehicles parking on the sidewalk and street, and it seems to be happening all the time in the past. However, the rental location apparently has not taken appropriate action to address the Insufficient parking spaces

Business

Response:

[redacted] has contacted customer. Customer will receive refund for the parking violation. Customer is happy with resolution.

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]

On 3/*/2015: Enterprise [redacted] has contacted me and I was told the $113 will be refunded to my credit card account [redacted]. Until today, I have received refund of $100 but still short of $13.

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

Sincerely,

Business

Response:

Hello,The [redacted] has contacted the customer and let them know tha the $13 has been refunded, so in total the customer will see the full $113 refund. The customer is happy with this resolution.Thank you[redacted]?

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,