ELRAC

Review: This particular Enterprise Rent A Car location is claiming I returned a vehicle with damage, when I clearly did not. Upon return of the vehicle it was inspected by an Enterprise agent and no damage was brought to my attention. I later received a voice mail message from an agent at this location claiming that the vehicle was returned with damage, but not to worry because I was covered by the insurance which I purchased from them and that this was simply a courtesy call. I came to find out that several rent a car companies in NY do this and that it is a scam and depending on damage amount in question the renter of the vehicle can be held liable and this incident remain on their record. I would like the BBS to investigate possible fraud at this Enterprise location and possibly other rent a car locations, and to also warn customers of this scam and for them to always keep their rental agreement as protection for themselves. Thank you.Desired Settlement: I would like for my record to not be affected by this fraudulent claim, and to not receive any fraudulent charges from the company due to the crooked employees involved. I would also like for any and all employees involved to be terminated.

Business

Response:

April **, 2015 Revdex.com Serving Metropolitan New York [redacted] RE: Revdex.com Case Number : [redacted] Our File Number : [redacted] Dear [redacted]: [redacted] rented a vehicle from the Enterprise location at the [redacted] Airport on April **, 2015. On April **, 2015 [redacted] returned the vehicle to the same location. Upon return, the vehicle was inspected and damages to the passenger side door and fender were discovered. An incident report was created, and the matter was referred to our Damage Recovery Unit for handling. Accordingly, as required by NY State Law, an Incident Report Notification (IRN) was sent to [redacted]. Upon receipt of the IRN, on April **, 2015, [redacted] contacted the Damage Recovery Unit. The Damage Recovery Unit advised [redacted] that the claim was closed but that the IRN was sent according to NY State Law. [redacted] was also informed that there would be no charges for any damages billed out and a letter was sent, stating the same. Enterprise is committed to providing excellent customer service and we deeply regret that [redacted] was not satisfied with this rental experience. We hope that our diligent efforts to promptly handle this matter will satisfy [redacted]. 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 the below email address. Very truly yours, [redacted]Enterprise Holdings, Inc.NY/NJ Airport Markets[redacted]

Review: I had an accident in November and the person's insurance who hit me from behind set me up with this car service while my personal vehicle was being repaired. I put the required deposit of 250 dollars (USC) on my debit card and was given my car a Kia Optima. The car smelled horridly of marijuana, the back tires were bald and low on air, and the windshield wipers had no fluid in them. Since then I have been charged first, 300 dollars on Monday January [redacted], 2014 and after speaking to the manager he refunded me 210 dollars, which he lied and told me he was actually going to be 300 dollars total. The refund happened on the [redacted] of January and on the same transaction they took 550 dollars again. Both of these transactions were never told to me, I was never called and notified. The money was simply taken out. Now my bank will not credit me the money back because Enterprise is supposed to return the 550 dollars to me when I drop the car off next week. After speaking to both [redacted] I do not feel any confidence that they will do so and I need help in this situation.Desired Settlement: I would just like my money refunded minus the collision insurance I took out on the car which the manager agreed to charge me ONLY 4 dollars (USC) a day for.

Business

Response:

February **, 2014

Review: On November *, 2014 I rented a car from Enterprise for two days. A hold of $435 was put on my [redacted] debit card. I returned the car and was told my final cost was $119.00. The remaining funds will be returned to my account in few days. After one month of no fund return. I ask [redacted] to investigate since I was not able to get it myself. [redacted] investigation department got back most of it except $61.00 I went to see [redacted] the [redacted] with my receipt and was told, in a few I would get the $61 back. Until now I have not gotten any credit to my account. I have been speaking only to [redacted] the current [redacted]. Please help.Desired Settlement: $61.00 credit

Business

Response:

The $61.00 has been refunded today and you will see it within 24-48 hours. sorry for the confusion?

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,

Thank you very much Revdex.com. I received a $61.00 credit on 3/*/15. You have done a super job!

Review: After being directed [redacted] was my only option for covered car rental when A Travelers Insurance customer totaled my car I was directed to pick up my car from the [redacted] branch located in Mahopac NY. Upon speaking with with "[redacted]" from [redacted] about how the rental worked (As I had never needed to rent under these circumstances before) I was told that the insurance company would post an "End Date" and I would be called to bring the car back in. After 30 days I was asked to come back in and renew the contract, and I did. Again I asked "Are you sure I won't be charged, I could live without the car". I was assured that no "end date" had been posted so I would be fine. Than 15 days later I was instructed to bring the car back in and I did so that same day. Later I receive a call from [redacted] telling me the claim was denied and I need to pay for it. Each time I was in the [redacted] office they told me they are in touch with travelers through direct electronic communication, and are Travelers only rental option, yet they did not know the policy that Travelers will not pay past 30 days. The sales rep new full well I would be left on the hook for the bill yet he was more than happy to tell me it will all be fine and send me out the door.Desired Settlement: I should not be charged for a service I was told I would not be charged for. I refuse to pay, and should not be accountable for shady practices expressed by the local [redacted] branch.

Business

Response:

Tell us why here...I am [redacted], [redacted] for [redacted]. There are detailed notes explaining to the customer that they would be responsible for charges if insurance company does not agree to pay. I personally contacted the renter today to ask if they had an update from the insurance company. The renter responded that he knew fully they would not pay for the rental and we "can send him to collections" if he doesn't pay the bill. He also said if I tried to do that he would reach out to Revdex.com. I have a signed contract from renter agreeing to charges for the rental. The balance is fully owed for services rendered.

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 did speak with [redacted], on the phone. And yes I had spoken to Travelers and was aware they would not be covering the rental, however I had done so after I had returned the car and at the behest of the local branch. I was not made aware I could end up responsible for fees associated with the rental at any point. In fact Throughout the entire rental I kept in touch, and confirmed regularly with [redacted] that the rental was still being covered. Each and every time I contacted them, including the time I went in to renew the contract. I was assured no end date had been posted and that was normal. I have records of every call to and from [redacted] where I had made sure this would not come back to me at a cost. In fact when I renewed the contract I was told they didn't need my credit card to be on file as It would be covered by the insurance company. The notes the company keeps privately and can edit at any point do not verify they explained anything to me. I was assured as long as there was no end date posted I would not be charged, and that I would be contacted to return the car as soon as a date appeared. I was also told that they keep in constant contact with Travelers through direct electronic communications so there would be no surprises as to cost coverage. When I rented the car, I made sure the agent at [redacted] was aware I was unable to afford any fees out of pocket, and that I was passing on the extra insurance for that reason. Had it not been for his assurance no fees would come to me I would not have taken the car for another period after the original contract. After reading the contract I signed, it at not point states I agree to pay any charges not covered by the insurance company, In fact the only reference to billing is "bill to: travelers-upstate" with a reference number to the claim. Nothing I signed says I agree to pay out of pocket unless damages were found on the vehicle. If you have any recorded conversations between myself and the local agents "for quality assurance", I urge you listen to them. Though I'm sure u have and will likely say none of the calls are recorded rather than admit the content of said calls.

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

Sincerely,

Business

Response:

The renter was notified by the insurance company they would not pay past 30 days of rental. The customer told [redacted] he would get them to pay. It was made very clear that if they do not pay for his second rental he would be responsible for charges. This was formalized through a rental contract with charges explained, where customer signed and initialed in 7 separate areas on the contract for [redacted] to release him a rental. Throughout the rental we were in touch with the renter who continued to take stance the insurance company would pay. Once renter returned he notified [redacted] the insurance company would not pay and neither will he. At this point the renter has stolen services from [redacted] and needs to make payment for services rendered.[redacted], [redacted]

Review: I was involved in a car accident on 1/**/2014 and went to [redacted]'s Auto Body in Centereach, NY to have my car repaired as suggested by my insurance company, Geico. Additionally, [redacted]'s is affiliated with Enterprise. I rented a car from Enterprise while my car was being repaired from 1/** - 1/24. My insurance policy with Geico allows me to rent a car, by which Geico pays for the first $30 of rental expenses per day for up to 30 days, and I pay for anything in excess. Inside the auto body shop at the Enterprise desk, the Enterprise representative, [redacted], took my debit card and explained that she would be taking a $250 deposit that I would be getting back when I returned the car. We then went outside to view the car that I would be renting, a 2014 black Chrysler 200, and to go over the rental contract. [redacted] explained to me that the cost of the car was going to be "about $29 plus tax," bringing the total cost over Geico's coverage of $30, and that I "would only be paying $3.81 per day." This she repeated numberous times. I agreed to the contract based on this information and signed. Upon closing the account, I was told that I would be charged and additional $20.95, which I understood to be the $3.81 per day that I agreed to. When I asked when I would see the deposit back in my checking account, I was told by an Enterprise [redacted], [redacted], that I would not be getting the deposit of $250 back because it was used as part of my rental expenses. She explained to me that the total cost of my rental car was $63.87 per day, that Geico paid for the first $30 per day, and that I was responsible for $33.87 per day. I went down to the Enterprise location to try and resolve the issue, explaining that I agreed to pay $3.81 per day (as is written on my contract by [redacted]) and that the contract was very poorly explained. After much frustration and poor customer service from [redacted] and [redacted], [redacted] agreed to refund me half of the deposit, $125.Desired Settlement: I am filing this complain to recover the remaining $125 of my deposit that I was told I would be getting back.

Business

Response:

My Name is [redacted],

I am the Area Rental Manager in Long Island.

[redacted] was refunded her $125 on 2/* of last week. A voice mail was left on Her phone to make her aware that we would refund her money to her.

Review: Rental: Dodge Charger (Color: Gray)Rental Dates: 6/**-6/**I had an accident on 6/** at 4:00 a.m. off Long Island Expressway. I hit a pothole and both the driver and back passenger vehicle went flat. I contacted towing service to come and assist us. The vehicle was supposed to go back to LaGuardia Airport because that's where the rental came from. Instead it went to JFK and I didn't request that. I waited for them to bring the vehicle to Long Island on 6/** for 3:00 p.m. Instead they said the vehicle will not arrive until after 8:00 p.m. I could not wait that long because I had business meetings in the Bronx and Brooklyn so they were not courteous of my time constraint. This is my second visit to NY so I didn't feel I received treatment that made me feel important as a customer. I went to JFK at 5:00 p.m. to go for my new rental. Instead of them getting me the another Dodge Charger, I got a Buick. They charged me more and didn't even try to discount. They didn't even put the tolltag or navigation in the vehicle as I request so I drove around NY almost lost. Items were missing from the vehicle when I needed my lost and found items returned. Money, Driver's License, suit, phone, samsung tablet with charger, 2 dozen roses in glass vases that were in the trunk, an additional phone charger, and the old phone I had inside of the bag of the new phone I just purchased because the old phone was dying. They only returned my suit bag and sunshades. I can provide proof that I had these items in the car. I drove around NY without a license with hopes of not getting pulled over. I couldn't get on my flight back home because I had no ID for them to see so I missed my flight and spent the night at the airport. This was not the experience I had hoped for.Desired Settlement: I would like compensation for all of my missing items and a free rental on my next trip to New York.

Business

Response:

I spoke to [redacted] and informed him that we can get him a check for $175 for the rental difference that he originally thought he had. I will pass along the information for the towing company to see if they have his items.

Review: I rented a car from Elrac LLC at [redacted]. The Rental Agreement was [redacted] for a rental from 9/**/13 to 9/**/13.First Problem: When I took the car, I saw a light dent in the hood of the car. When I told the agent about it, he measured it with a ruler and told me that any damage less than three inches does not count as damage. It was not noted on the rental agreement. However, when I returned the car, the manager [redacted] told me there one damage on the hood and two damages on the roof of the car. I did not see the damage on the roof, and the dent he pointed out on the hood was the same one that was already on the car before I got it. I took pictures of the car and there is no damage visible in any of them. I forwarded the pictures to the insurance company.Second Problem: The claim report [redacted] said that there were five locations with damage. [redacted] said there were three. The report has the following damages:Size 0.02 on the hood (HSS)(PDR)0.04 roof panel w/o antenna holeRT Roof molding, LT Roof moldingHeadliner 2.0L w/o rain sensorBattery tray 2.0L &2.5L and sand/polish[redacted]s hand-written damage form mentions only three locations with damage, one on the hood and two on the roof. So why is the report charging insurance for five things?The dents that are mentioned on this report are all less than three inches. What is the damage to the battery tray? What is a rain sensor? I feel like your company is ripping off money from the credit card insurance company. I was forced to complete a lot of paperwork to help your company do this so that you would not come after me.I am very upset that a company like Enterprise will do this to a loyal customer.Desired Settlement: explanation

Business

Response:

To whom it may concern,

I called both numbers we had on file. I left a message at [redacted]'s home number explaining what the breakdown of damages (his cell number did not have a voicemail). With that said, I explained that I would close the file down and that he would not be responsible. I left him my name and phone number with any further questions

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 am not satisfied their explanation.

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

Sincerely,

Review: On 3/*, I rented a 2013 Hyundai Elantra from Enterprise ([redacted]). When I was picking up the car rep [redacted] told me to do the walkover around the car to mark any dents, dings, dents bigger than the size of a golf ball. There were no significant marks on car and I signed the paperwork for clean car. I returned the car on 3/** to the same branch. Rep [redacted] greeted me and did my paperwork for check out and at the meantime she asked another employee to check my gas usage and do the return inspection.As I was waiting for the paperwork to finish, the rep who did the return inspection called rep [redacted] outside. [redacted] went out & came back in the branch and asked me to come out as she wanted to point out a damage. I came out and [redacted] asked me "kindly" to kneel down on the ground to look at the undercarriage as she claimed part of it was scraped. I bent over and tried to understand what the damage was and she advised me that in order to see the damage, I had to go down on all fours on the ground. I followed her instructions (as ridiculous as they sound) to see a part of the undercarriage scrapped/scuffed.I got up from the floor and told rep [redacted] that when I rented the car, I did not crawl underneath the car to inspect it and verify that there were no pre-existing scuff marks underneath the car prior to my rental. I was not asked to do such an inspection. I have rented cars at least 10 times from this branch and nobody has never told me to inspect the bottom of the vehicle to date. I also stated that if there is such a policy regarding "concealed damages", I should have been informed during the initial walk through and even if possible, airlift the car so we can get a clear view of the undercarriage before signing for clean car. Rep [redacted] insisted that a 'damage' is a damage, I damaged the car in my possession, I scraped the undercarriage & I had to sign the paperwork accepting that damages. I didn't.A week after, I received a bill for $1,164.04 sent from Enterprise.Desired Settlement: I want Enterprise to drop the claims of demanding $1,164.00 for damages.It's fraudelent.

Business

Response:

This complaint was resolved by [redacted], the [redacted] for the [redacted] location that [redacted] rented from, prior to the office receiving the Revdex.com complaint. [redacted] contacted [redacted] in response to a phone call to Enterprise regarding his experience. After discussing what occurred with [redacted] and the Rental Branch, [redacted] advised [redacted] that, because the process to check her into the rental vehicle was not conducted in the same manner as the process to check her out of the rental vehicle, this claim would be paid for internally by Enterprise. [redacted] also advised [redacted] that she would be spending time with the rental branch re-training them on the check-in and check-out process of all vehicles.

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: They charged my credit card with extra charges I did not approve or sign for. My [redacted]. was given my card to hold until the rental car is brought back. Meanwhile they had her sign for all these additional charges that were not needed and added once the car was returned.Desired Settlement: The amount of $961.67 to taken off my credit card. I want the Revdex.com to know the scam this company runs. I am sure I am not the first to complain.

Business

Response:

I have left voicemails for [redacted] on three seperate occasions. including 10/*, 10/*, 10/*. She has my cell phone number to contact me back at.

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 did return the call from a person named [redacted], however he couldn't take my call, he was busy. He said he would call me back, but when he did call, I was at work at the time, and couldn't respond. He was told when is the best time to call me.

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:

[Your Answer Here] My official complaint will be removed when the charge on my [redacted] is removed. This should be done since there seems to be a resolve by the responsible parties.

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

Sincerely,

Business

Response:

Althought there is still a large bill outstanding, [redacted] has us pursuing her daughter and ex-husband for those funds. We have released the funds to mrs bonci, but she is aware that both her and her daughter may end up unable to rent cars from us in the future and potentially sent to a collections agent.

Review: I rented on June **, 2014 from Enterprise, [redacted] (while my personal car is being repaired in a BODY SHOP) through the Auto Insurance (USAA) of the person who was fully responsible for the damage of my personal car.Upon targeted return of my rented car in another location on July *, ([redacted]:as per advice of the [redacted] location, as that location was closer to the BODY SHOP).I was advised by an agent in that [redacted] location to just drop off the car at the BODY SHOP,and one of their agents will just pick it up.The BODY SHOP was just a 3 min drive from that rental location,so I requested the agent to check on the car and close the rental contract.The agent just signaled to me to just proceed to the BODY SHOP.Since Enterprise has that drop off arrangement with the BODY SHOP, I parked the rented car in the internal parking lot of BODY SHOP and handed the car keys to the assistant of the BODY SHOP's owner.I left the car in the same condition that it was released to me,(with no significant damage as per 'Enterprise's guidelines', as marked during day of rental).I called my original Rental Location,([redacted])to confirm my return and make sure that a rep from their [redacted] location can pick up the car shortly.The Rental Mgr of said location assured me that the car will get picked up and that my rental contract was finalized,as we spoke.Though rental was fully paid by insurance mentioned earlier,the rental deposit was guaranteed through my personal credit card.The deposit of $250 was reversed back to my account upon car return.In good faith, I did not suspect anything off.After a week,I received a letter from Enterprise's Damage Recovery Unit claiming a damage,(Claim# [redacted]) to the Rocker Panel of my rented car worth $289.Since I did not cause that damage, and was never aware of such damage until the claim notice I got in the mail.I have disputed their claim,to no avail.I remain to stand for my principle,and will never give in to this bogus claim.Desired Settlement: Enterprise should drop this BOGUS CLAIM. There are several complaints against ENTERPRISE documented on the web (coming from renters nationwide), which are very similar to this BOGUS CLAIM. I have been a very good 'WEEKLY' client of their [redacted] location since 2002, (under my maiden name [redacted]/Michigan License til 2008) and I have never caused any damage to their cars.

Business

Response:

Dear Revdex.com,

Prior to receiving this complaint Enterprise had reviewed this matter a few times for [redacted]. The [redacted] ([redacted]) reviewed this and confirmed the damage was new and he attempted to contact [redacted] several times between 8/*-8/**/2014 and was unsuccesful in getting her on the phone. The [redacted] reviewed the renters ([redacted]) concerns on 8/**/2014 and again on 9/*/2014 and confirmed that the damage was not on her rental agreement or prior rental agreements. [redacted] signed a contract with Enterprise Rent-A-Car agreeing to the car condition at time of rental and she declined our Damage Waiver.

Our decision stands that [redacted] is responsible for the damage to the vehicle she rented from Enterprise in [redacted].

If you have any further questions, please contact the [redacted] ([redacted]) at ###-###-#### or via email address of [redacted]

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:

I feel that Enterprise Rent A Car did not exhaust all means in the review of my disputed claim:

1. As mentioned in my complaint, nobody from both the Rental and Return Locations ever contacted me about the damage right after my return. Instead, I was assured by the Rental Mgr that the contract was closed and reversed my $250 deposit back to my personal credit card. I did not learn about the claim until after a wk., coming from a mailed letter from the Damage Recovery Unit, (DRU).

2. I have on file a no. of correspondences I have sent both to the Rental Location and the DRU and the only response I got was from the DRU re-instating the claim. The picture of the damage was not even mailed to me until Aug. **.

3. I personally went to the Rental Location to speak to the manager on Aug. ** and requested for a review of their claim. He promised to give me a feed through a phone call not later than Thurs., Aug. **, but never heard from him.

4. I only got one voice mail from the DRU, but did not even bother to return their call, as I was still awaiting feed from the Rental location.

5. I am elevating this case to a government agency and if needed, will turn it over to a legal counsel. Again, I will stand by my principle of not giving in to a bogus claim, no matter what it takes. I would rather pay a lawyer than give a NOT TOO SIGNIFICANT $289 to Enterpise Rent A Car.

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

Sincerely,

Business

Response:

Dear Revdex.com,

We have reviewed this matter several times for [redacted] and determined the damage to be new. However, due to her strong belief that this may have been missed, we will close this claim with $0.00 owed. She has paid $0.00 to date and owes $0.00. We hope this demostrates Enterprise Rent A Car's committment to customer service. I left a voice mail for renter with my name and number so she is aware that this has been closed. Thank you.

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: We required a car rental due to an accident. We went to [redacted] and were unfortunate to have to deal with [redacted]. She quoted us a very HIGH price for a COMPACT vehicle, however, we needed a vehicle. We used our [redacted] insurance card and bill, as payment verification as she requested. Upon getting the vehicle on January [redacted], 2015, she never told us that we should be receiving a discount since we had [redacted] for auto insurance, she NEVER mentioned she would be taking out $500 from our personal account on January [redacted], 2015. and furthermore she never told us that since this was for an accident we could get a better rate on the vehicle over all! Upon my own I called [redacted] and found this information out. I called that same day 1/**/15, left a message for [redacted] about that and that the vehicle they gave us was making my wife nauseous, due to the cleaning agents they used. SHE NEVER CALLED back. My wife had to call on Friday morning stating she was sick yet again from the fumes in the vehicle when [redacted] finally conceded and said they would give us another vehicle that afternoon. Upon pick of the new vehicle my wife informed [redacted] that we had spoken to [redacted] and that we should be receiving a discount and better rate since this rental was due to an accident, [redacted] then asked for the claim number, which my wife gave her. My wife, [redacted], then said ok will you call me back and please let me know what the new pricing and discount will be? [redacted] replied YES. Well [redacted] NEVER CALLED BACK. We had found online that the COMPACT car we were renting was actually going for $35.99, WITHOUT even having an accident or discount!! Also, Upon paying our bills after a week and half of having the car rental I noticed that $950 had been taken out of our personal bank account by [redacted]. When we returned the vehile all this information was shared again with [redacted], she LIED and DENIED everything(the call backs, pricing, discounts and better rates) Only gave us a 15% dis, NO NEW RATES,Desired Settlement: Ashley stated that WE should have told her about the $35.99 rate weeks ago in order to change the rate, when infact on the Friday of January [redacted], 2015. My wife asked her for new rates and she said she would call us back, NEVER doing so!!! We are a family of 5. We would like at least the $35.99 a day rate with the 15% [redacted] discount we ARE entitled to. This money was a hardship for us to get along with our $1000 deductible since this was all due to an accident!

Business

Response:

I looked into the rental agreement, In order for a customer to receive a discount through [redacted] or an insurance company we need a claim# from the customer. The customer must call their insurance company to report the incident/claim. If the renter has rental reimbursement the insurance company will send through a direct bill or in the case they do not have rental reimbursement on their policy then the insurance company will send through a renter pay and we will still honor the [redacted] rates. Without any of this information we cannot just give a insurance discount to a customer even if they have [redacted] insurance. If a customer does not put through a claim through their insurance company then they are not entitled to the discount. A customer not renting for business or replacement will receive our retail deisgnated rates that we print up and put on the contract that the customer agrees upon.if the customer can provide a claim# from their insurance company we have no problem honoring the insurance discounted rate. Thanks [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:

[Your Answer Here]

Clearly you did not thoroughly read my complaint because you would have read that yes this rental was due to a car accident in which the claim number was given to the [redacted] rep, [redacted]. The complaint deals with her ot giving us the new rate after discount was applied and was told we had been given a cheaper daily rate online!!! Where she stated it was"too late to change anything" because she NEVER called or followed up about anything in regards to us the customer and helping adjusting the new rate or anything else that we had issues with. I have called mediator so this can be better addressed. We should be refunded to what the actual price should have been, this rep from [redacted] was totally unprofessional, did NOT care about her customers, with held information from us and also lied about several aspects of this rental! We are not asking to have a rental for "FREE" as [redacted] had stated to us, however, we should have received the rate we had originally been offered online and not the jacked up rate she charged us!! The difference in that price is all we are requesting because that is what we should have beengiven in the first place!!! Thank you

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

Sincerely,

[redacted] And [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:

Yes there is record of the $35.99 rate because thankfully I took a picture of the rate for when I had the vehicle!!! Which I am enclosing to the Revdex.com! Again I am not looking for a refund of my total price I want the price I should have originally been offered(35.99) or I should say the difference of the price refunded to me with my 15% [redacted] discount!!! as you can see the economy is $35.99! .

Sincerely,

[redacted] And [redacted]

Business

Response:

If you can provide a claim # that you filed with your insurance company of [redacted] we can honor their claim discounted rates and refund your card the negotiated rates that we have with them when a customer files a claim with their insurance company. I cannot refund or adjust any rate until you provide that information to us. As far as a $35.99/day rate plus 15% off from [redacted] that is not the correct pricing. we only apply one discount to a rental. The best option for you is that if you provide us with your claim information then we can honor the [redacted] discounted rate. Thank you

Review: We rented a car at the auto body shop from Enterprise while our car was getting repaired. After we dropped the car off at the auto body shop (about 2 weeks later) we received a call later that evening that the car was damaged (rocker panel dents). Now you really needed a keen eye to pick this up and was probably over looked at the time of pick up.I went the next morning to look at the car and it wasn't there. Shortly after that, the Enterprise employee came driving up with the car.I told him we know nothing about the damage and would like to see the previous rental records and he refused.I read several articles on the internet about the same exact scenario - it seems to be an Enterprise SCAM[redacted]The employee who gave us the car actually told us not to take the additional insurance because it is a waste of money.Also, it is very difficult to damage the rocker panel (trim under the door) and to even see the damage unless you know it's there.Desired Settlement: We would like our security deposit back and for them to stop pursuing us to pay for the damage.

Business

Response:

To whom this may concern:

I have spoken with [redacted] regarding the situation. I have checked all the previous rental agreements regarding this rental and there has never been any damage documented on any of the documents. The branch in [redacted] contacted the renter upon retrieving the vehicle from the body shop to inform him of the damages to the vehicle. I have seen pictures of the damages sent to me by [redacted] and the damage is significant. [redacted] still feels he should not be responsible for the damages to the vehicle but given the information at hand we will be pursuing [redacted] for the change in condition to the rental vehicle.

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:

?

When I went to view to car on Friday night at the enterprise facility, the car was not there. For some reason, the car was moved to a location that I could not view it.

Considering where the damage is, I don't know how it could have happened.

The car was also in the auto body parking lot for three hours before they picked it up.

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

Sincerely,

Business

Response:

Dear Revdex.com,

I have further reviewed any material regarding the incident with [redacted] sons rental vehicle. The damage in question is easily viewable to the human eye as it was a major crease to the side (facing towards view, not underneath the vehicle) and reviewed all previous documents this rental has been on. The vehicle was extremely new to our fleet and no damage has ever been recorded on the vehicle. We inspected the vehicle with [redacted]'s son who agreed by placing his initials on our contract that when he took posession of the vehicle that is was clear of any damages. When we inspected the vehicle at the location in which the vehicle had been dropped off to the damage was then notated by our employee who then continued our process by contacting the customer to let him know about the damage. It was that same day recorded in our system. We are still pursuing [redacted] for the damages to this vehicle.

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:

I have decided that Enterprise will never resolve this case. I realize Enterprise has the upper hand as the car was accepted with the damage not noted.

The damage was clearly hidden and out of sight of a novice car inspector.

The agent had the advantage knowing where the damage was a diverted attention else where.

Enterprise lost a customer.

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

Sincerely,

Review: I rented a vehicle on 08/**/2013 from Enterprise. It took 20 minutes to examine the car's numerous scratches and sticker glue. I was asked if I wanted to purchase car insurance? I declined and stated I have car insurance. I was instructed to place my initials into the left hand column. I was then told the car comes with road side service. I stated, "I do not need it, I have insurance with Gieco". [redacted] stated, "just place your initials here, here, and here because the car comes with road side service." I took her at her word because I could not read the fine print. She stated it would be best if I had their insurance, because I just had and accident and it's better if I had their insurance in the event of an accident". I was told as I signed the contract, after I returned the vehicle, I would be refunded the two hundred dollar deposit that I paid. When I returned the car I was told I would get a check in the mail within two weeks. I was told last week, there is no refund and stated I bought car insurance. I was duped into signing for insurance, after stating, "I do not need car insurance three times."Desired Settlement: I believe I was misled, and duped into signing, and that [redacted] told me what I was signing, to her advantage, a sales tactic because she knew I couldn't read the fine print.I want my money back. The two hundred dollar money order is listed as a deposit, not a payment, on my contract. My initals is not a singnature. This tactic of sales technique exploits senior citizens. Only one question answers the question of do you want insurance, no. I was told to only to place initial for road sid

Business

Response:

I spoke with the customer, and we are sending her a refund for the 169.40 for the optional coverage. I informed her that it will take 7-10 business days for the check to be processed and sent.

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:

This is in response to complaint ID#[redacted]. I received a call yesterday that my $200.00 hundred dollar deposit will be returned to me via corporate office minus an optional fee of $15.00 per day for what, I have no idea. In addition Gieco told me Gieco paid the entire rental fee. I see that rental vehicle is $27.75 per day. The contract has a scribbled notation Customer is to pay $3.06. This amount is added without explanation of what this fee is for. Then I was told I would be refunded $169.40. These aforementioned fees are not listed in stating what they are for? There is no record of it on my finalized paid in full contract. I stated I didn't want the optional fee, nor do I know what it's for. [redacted] said the $3.06 was for tax. The figures don't match. I don't believe the figures match. I'm getting $169.40 returned to me stated [redacted], I want to know what I paid for, At the price of $30.60? I didn't agree to an optional anything. This case is not resolved until I receive my deposit of $200.99 back.Thany for your attention to this matter. Respectfully,[redacted]

Sincerely,

Business

Response:

My name is [redacted], I am the District Manager for Enterprise Rent a Car in Newburgh NY. I just let a message for [redacted]. I spoke with her last week, and informed her that the 30.60 was for tax on the rental vehicle. I also explained that in Orange County New York the tax on all rental vehicles in 19.325%, and that is where the 3.06 a day came from. It is written clearly on the contract, and is always explained to every customer. The contract was very clear with all amounts that the customer was responsible for. I will follow up on the response when I speak with the customer again.

Review: I dealt with Enterprise Rent-A-Car after an accident (I was rear-ended and the other parties insurance paid for the rental). They misled me into buying their insurance for "any damage to the rental vehicle". I realized that my insurance would cover this and called to cancel the insurance. They gave me a hard time, and I gave up, and decided to ask the other parties insurance to pay. This accident was his fault completely and I don't feel I should be paying for anything as a result of my being a victim. Enterprise met me at the auto body shop with a Chevy Impala. I drove away, 2 blocks and the dash is blinking warning messages (check brakes, etc) I bring it back and the enterprise employee had the nerve to accuse of hitting a "big bump" twice before he "upgraded" my rental to a RAV 4. I explained I didn't want an upgrade because I drive a compact car and would like similar. He gave me the RAV4. During the walk around, I pointed out a dent on the front of the car, and he said it was smaller than a golf ball and that he doesn't note it because it is not relevant. I trusted the business to do the right thing. Well, a few days later, an employee called to ask if I could come switch my RAV 4 for a newer car. I said I would come after work and I went there. As I was there I told her to please cancel the insurance I took out as I have my own insurance. She proceeded to look at the RAV 4 and accused me of being responsible for the dent I had pointed out to her colleague a few days prior during the walk around! I told her that I showed her colleague it was there and that he said it was too small to note. She wrote an incident report and basically I was stranded there at the business until I signed it, as she assured me I had the insurance so I would not get a bill. By then I was too paranoid and bullied to take the insurance off. She gave me an old and dirty (smoke-reeking) Toyota Camry, with more miles than the RAV 4, but I don't mind that, just strange given her original reason for having me come it.Desired Settlement: I don't believe I should have to pay for insurance I already have given I am the victim of an accident and forced to rent with enterprise. They bullied me and scared me into keeping the insurance by accusing me of damaging their vehicle. If I had any doubt as to whether I caused this damage I would not make this fuss. I would happily to pay their insurance and not be liable, but I did nothing wrong and I am paying the insurance because they lied and said I damaged the RAV4.

Business

Response:

To Whom It May Concerns,

[redacted], Area Manager for Lindenhurst location, has spoken to this customer and refunded a portion of the charges. She confirmed with [redacted] she is happy and concern is resolved.

Sincerely,

Operations Supervisor for Enterprise Rent-A-Car

Review: Dear Enterprise Corp;I want to bring to your attention that on July [redacted] 2013 I rented a vehicle from one of your facilities in Middle Village, New York. I made the reservation online on May **, 2013 for a Premium car rental. My estimated charges were to be $258.88 for 4 days. I called thereafter to schedule a pick up time because I would need this service to go retrieve the vehicle. The agent told me over the phone that wouldnt be a problem, all I had to do was to call the day of and request for pick-up. I called Friday, July [redacted] 2013 @ 7:35 AM and spoke to a rude gentleman who was so unprofessional and told me NO, thats out of our way. I replied to him the above statements. He basically told me I should have rented from the Enterprise near where I was staying. I told him I tried however; they had no cars to accommodate me at the time of booking. This was an inconvenience, I had to call a cab to pick me up, spend $20.00. The ride was not even ten minutes. I arrived at the facility and consulted with this middle aged African American male who treated me inferior, probably because I am young. I explained that I had a reservation, showed him my itinerary. The experience that day in that office was not of high quality. They gave me a dirty car which I had to take to the car wash. I was so disappointed. The only reason why I didn't walk out was because I needed the rental. I was quoted the wrong price by this man and he had me down for only 3 days, when my paper work described otherwise. On Monday when I returned the vehicle the same gentleman told me I went over my time. I really didn't know what he was talking about. He yelled across the office, Well, I tried calling you. I was still confused. My understanding was that I had to have the car at the facility by closing of the day. I took the car back with a friend, and even he expressed how rude and unprofessional the whole process was. When I got there with the car, I was told to come back, the man was not even wearing an ID or tag; I didn't know who he was. Apparently he worked there, sorting the cars. I expected courtesy and professionalism. I did not have that experience. When I looked online I was charged way over the amount I had on my reservation. This was an unprofessional and shady experience.Desired Settlement: What is fair is the price I was quoted in my itinerary.Name: [redacted], [redacted] Pick Up Date: Friday, July*, 2013 at 7:30 amDrop Off Date: Monday, July *, 2013 at 6:00 pmPick Up Location Address and Phone Number :MIDDLE VILLAGE65-[redacted]Pick Up Location Hours for the week of : July *, 2013Monday 7:30 am 6:00 pm Tuesday 7:30 am 6:00 pm Wednesday 7:30 am 6:00 pm Thursday Closed Friday 7:30 am 6:00 pm Saturday 9:00 am Noon Sunday Closed Car and Rate Information for [redacted]:PremiumNissan Maxima or similar 215.96 USD (4 Days @ 53.99) 215.96 USD (Subtotal) 42.92 USD (SALES TAX) Total charges 258.88 USD