ELRAC

Revdex.com: 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] ***

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

Spoke with [redacted] and we took care of his out of pocket expenseHe was happy with the resolution [redacted] Area Rental Manager

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

Revdex.com: 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 credit card company told me I am no longer reaponsibleThey stated to me that enterprise is at fault for not reaching out to me when the dispute was filedThe credit card company stated they have notes in their system that the billing department reached out to them and told them I am not responsibleIt angers me that I have to put up with this and it angers me even more that the person who responded to this complaint is the same person I was trying reach out to since September ***It took this complaint being written for them to reach outNot only that, but the people I've spoken to have been unprofessional and that is very frustratingI also feel as though I have been lied to because of the fact I was given a rental in November due to an accident but then in August I was given an issueIf my credit card company needs to reach out then I will put to them and have them do soThis is very frustrating and I don't appreciate it In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

[redacted] *** [redacted] [redacted] [redacted] Dear [redacted] : Re: New York Revdex.com Complaint # [redacted] First and foremost, I would like to thank you for submitting your feedback and concerns regarding our “starting at” pricing I am sorry to hear that you have concerns over our advertised rates Since day one, our goal has been and continues to be providing our member base the opportunity to rent safe and reliable cars by the hour or by the day, 24/7, with locations near their home or office at a great value We take our responsibility of providing New Yorkers a transportation solution very seriously The New York Metro market includes the New York City boroughs and cities/towns in NJ in which we operate in The hourly and daily rates advertised do reflect “starting at” pricing with the word “from” appearing before every rate displayed for car classes mentioned Rates advertised do not include applicable tax Generally speaking, at current, CarShare’s New York Metro market implements rate changes, both increases and decreases, once per quarter and usually correlates with the start of a new season Our website and booking tools reflect the most updated pricing These “starting at” rates are in fact offered in the New York Metro market during weekdays or out of days of the week For the purposes of our program, we consider a week day to be Monday, Tuesday, Wednesday and Thursday We consider a weekend day to be Friday, Saturday and Sunday Weekend rates do differ As stated on our desktop version of our website, we do state “Rates may vary depending on location, model, day of the week, and time of day.” With this said, almost out of vehicles (approx 18%) within the New York Metro market is offered at our “starting at” pricing In some of our busiest territory, Manhattan and Brooklyn, we have labeled our location names to include the following verbiage – “Best Value Selection.” This label helps our members locate vehicles and/or locations where they can reserve a CarShare vehicle at our “starting at” rates during week days To be exact, we have “Best Value Selection” locations within Manhattan and Brooklyn while other parts of our service territory have ‘regular’ pricing which reflects our advertised “starting at” rates At any one given time, members can be accessing their online booking portal and booking vehicles As a result, availability is always changing and even a few minutes can impact availability For that reason, members have the ability to book the vehicle of their choice, at a Best Value Selection location or elsewhere months in advance with no limit of reservations once can book for the future This affords our member base the opportunity to secure the vehicle they want for the price they want Also, members generally don’t shy away from booking future reservations because we have a great cancellation policy A member only needs to cancel their reservation at least three hours prior to the start time to receive a full refund In your letter to the Revdex.com, you mention our advertised rate for an economy car is $per day It is important to note, that this in fact is not accurate Our advertised “starting at” rate for an economy car is $per day Again, this is week day pricing and does not include applicable tax At Enterprise we take customer service very seriously There are real people from coast to coast working hard to earn your business with every transaction Should you have any additional questions, comments and/or concerns relating to this matter, please feel free to reach out to me directly Sincerely, Adel K [redacted] Branch Manager CarShare Division – NY Metro

Spoke with customer regarding claim and the damage that was foundAgreed based on reviewing the facts of loss and speaking with the rental location that we will not pursue for damagesRefunded back the customer's deductible

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: [Your Answer Here] I was contacted by a woman who did not know about my case and informed her the charges were wrong , she said that she would look into in it and instead my card was charged without authorization.So I did respond to you calls This price was not discussed with me at allI tried to return the card for a lesser model , but of course none were in stockI felt that I was unfairly treatedI was warned against using Enterprise for this is your practice I already disputed the amount with my credit card company and I am in contact with [redacted] ***.I am not happy with this at all I also when I tried to contact some one in Commack I was left on hold for mins So once again this was not discuss with me In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted] ***

Revdex.com: 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 withI have called mediator so this can be better addressedWe 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]

Revdex.com: 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 $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]

The renter was notified by the insurance company they would not pay past 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 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]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: [Your Answer Here] I was in the accident on the [redacted] of November and enterprise was called on the [redacted] to be notifiedWe spoke w [redacted] who was told that the vehicle was in an accidentHe then proceeded to state that he was busy and would call us backHe never didThis was a NO fault car accident where I was injured in a rear end hit at a stop lightI was removed from the vehicle and taken by ambulance and am continuing with doctors for injuriesEnterprise was definitely notified the DAY after the accident but due to their negligence, it was not handled professionallyIt is also to my knowledge, considered fraud to have taken unauthorized money from my bank account in which was canceled from being used at enterpriseI have a police report of the accident as well as any information from the insurance companyThe insuance company that handles enterprise is also fully aware of the date of the accidentThe car was no longer in my presence as of November **The auto body shop can also vouch for the date and amount of time that the vehicle was in their handsThis is really bad business for enterpriseThe entire [redacted] my branch for enterprise is poorly run and continuously brushes off customersThe call was made the day afterI will not be penalized for the lack of multi tasking or lack of professionalism at enterpriseI did what I was supposed to doNow they should be doing their part In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

Revdex.com: 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] ***

Revdex.com: 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: Okay I signed for the car because I had a trip coming up.that was arranged and set upI had no choice and it's not like I could just get offBut if you play back my phone conversation you will hear on multiple occasions [redacted] employees say on my account the fee was waived do to [redacted] s mess up, on booking my reservationI also signed because an employee stated once the car is returned I would get that fee backJust play back the recording you'll hear the employee and there's the evidenceI wouldn't be wasting my time fighting this for nothingI have witnesses to the phone conversation In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

I spoke with [redacted] regarding the optional coverage that was purchased on the day of the rental by her son and explained what the benefits areShe still preferred her son use his own protectionI apologized for the miscommunication of removing the coverage once accepted and the way account was handled at the timeI refunded [redacted] ***'s credit card for the full cost of the coverage in the amount of $to make her happy [redacted] ***

Claim was closed under threshold for involving customer any further No financial responsibility to the customer Michael JD [redacted] ***Regional Risk Manager NJ/NY Airport Region###-###-#### office###-###-#### cell###-###-#### fax [redacted] *** [redacted]

I have reached out to the customer several times to go over the recent incidentI still have yet to here back from the customer after leaving voice messagesI have recently emailed [redacted] as well so that we can go over the rental policies that we have and why it was important for her to use a major credit card for the rentalIn the email I mentioned our underwriting policies as it states clearly on the Enterprise website

Revdex.com:At this time, I have not been contacted by ELRAC, LLC regarding complaint ID [redacted] .Sincerely, [redacted] ***

The Branch Manager of the location that rented this vehicle from (Island Park, NY) called and spoke with renter and advised that this claim will be handled internally He advised the claims department to close the claim and that the renter will not be accountable for this damage The claim has been closed

Revdex.com: 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]after phone calls I got most of my money back and an apology so I guess I should be happy But I never got any information regarding some future discount This seems like just more lip service In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]