ELRAC

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:

THIS IS THE CONVERSATION BETWEEN THE MEDIATOR AND I AFTER HE REACHED ME VIA EMAIL AND NOTHING WAS RESOLVED.
 [redacted]
[redacted]  [redacted]  
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[redacted]  [redacted]  [redacted]  [redacted]  [redacted]   Michael J. D[redacted]Regional Risk Manager [redacted]###-###-#### cell###-###-#### fax[redacted] 
[redacted]   From: Nickole P[redacted] [[redacted]] [redacted]
[redacted]
[redacted] Mr. D[redacted], Its funny how the times I called, no one ever  mentioned you or to to contact you but it takes a complaint to the Revdex.com for you to contact me and I had explicitly asked to be contacted via mail. its probably not your fault that you work for such a questionable company who I dont care to rent from EVER again. If you need to contact me, feel free to mail me whatever other lies [redacted] has to tell.  From: [redacted]
[redacted]
[redacted]
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[redacted] Michael J. D[redacted]Regional Risk Manager [redacted]###-###-#### office###-###-#### cell###-###-#### fax[redacted]
[redacted] 
[redacted]  From: [redacted] [mailto:[redacted]] Sent: [redacted]To: D[redacted], Michael JSubject: RE: [redacted] Claim # [redacted]Hello, What is there to discuss?I have spoken to previous representatives and they all have been useless. I am not paying this "bogus claim" that I am being accused off. I told the reps that I am not paying and to feel free to take me to litigation because telling me to pay $500 something dollars for god knows what and to send me a ridiculous explained bill asking me for payment information is extremely unprofessional. insurance claims are to be submitted with the invoice from the mechanic along with damage pictures.
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Better...

Business Bureau:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.  I was refunded on 12/**/16 from my dispute filed through my credit card company (prior to this response, as I have not heard from the company yet.)  I am still very upset that I had to go through this ordeal, however I do accept that the company has admitted wrong doing, and I hope they are going to fix in this future.
Sincerely,
[redacted]

[redacted]
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[redacted] **
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Dear [redacted]:
 
Re: New York Revdex.com Complaint # [redacted] – 2nd
Response
 
Thank you for your feedback.  We have taken this feedback under advisement.
 
I want to make sure that we provide every
member a world-class customer service experience.  For that reason, I have refunded the ‘non-refundable’
application fee back to your card; the total amount refunded was $11.99.    
 
Currently, regardless of promotion code, we
offer every new member the following – waived first-year membership/annual fee.  For the New York Metro market, this is a $40
value (not including applicable sales tax). 
This allows new members to try our program for a full year at little to no-cost
(depending on promotion code used). 
 
Should you have any additional questions,
comments and/or concerns relating to this matter, please feel free to reach out
to me directly.
 
Sincerely,
 
 
Adel
K[redacted]
Branch
Manager
CarShare Division – NY Metro

[redacted], City Manager of the Alamo car rental in question called the customer and spoke to his wife who was familiar with the situation. We refunded the amount in dispute. The customer said that this resolves the situation to her satisfaction and Tom emailed her a copy of the refund.

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 all. I tried to return the card for a lesser model , but of course none were in stock. I felt that I was unfairly treated. I was warned against using Enterprise  for this is your practice ..  I already disputed the amount with my credit card company and I am in contact with [redacted]. .I am not  happy with this at all .. I also when I tried to contact some one in Commack I was left on hold for 45 mins ... So once again this was not discuss with me .
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

According to [redacted] Holdings in the state of NY, our underwriting guidelines state that anyone under the age of 25 is responsible for this fee.  We will try our best to help you possibly, but prior to renting the vehicle you were made aware of these fees and you still chose to rent the...

vehicle.

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 notified. We spoke w [redacted] who was told that the vehicle was in an accident. He then proceeded to state that he was busy and would call us back. He never did. This was a NO fault car accident where I was injured in a rear end hit at a stop light. I was removed from the vehicle and taken by ambulance and am continuing with doctors for injuries. Enterprise was definitely notified the DAY after the accident but due to their negligence, it was not handled professionally. It is also to my knowledge, considered fraud to have taken unauthorized money from my bank account in which was canceled from being used at enterprise. I have a police report of the accident as well as any information from the insurance company. The insuance company that handles enterprise is also fully aware of the date of the accident. The 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 hands. This is really bad business for enterprise. The entire [redacted] my branch for enterprise is poorly run and continuously brushes off customers. The call was made the day after. I will not be penalized for the lack of multi tasking or lack of professionalism at enterprise. I did what I was supposed to do. Now 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]

To Whom It May ConcernWe reviewed our customer's concern regarding a refund of a $95 violation.  A $95 check refund has been processed and this was delivered via [redacted] on April [redacted], 2015.  The customer originally called our customer service team in November-14 regarding this issue,...

and we attempted to process the refund back on the credit card, however it expired on October-**.  A check request should have been submitted to our Violations Dept for a manual check refund, but never was due to as administrative error.  Last week, I reviewed the facts of this case with our Violations Team and saw that the check refund was never processed in error.  They expedited a check refund of $95 last week and sent to the customer via [redacted] which arrived on April [redacted], 2015.Thank you for bringing this to our attention so we can handle promptly to resolve our customer's concern.ELRAC LLC

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

Left messagege for customer and waiting on return call

[redacted]
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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 4 out of 7 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 1 out of 5 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 9 “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 $59 per day.  It is important to note, that this in fact is
not accurate.  Our advertised “starting
at” rate for an economy car is $69 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

To Whom this may concern:After reviewing the contract and notes on [redacted] rental agreement # [redacted] we reviewed with her the price of the vehicle being 99.99/day plus taxes of which her insurance carrier [redacted] would contribute 80% of the daily costs up to the maximum of her policy limits...

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

Customer was upset because they booked a reservation with unlimited mileage, but when they arrived at our office they stated they were driving outside the tristate area. We made them aware of the mileage restrictions and they agreed. Although the renter was not the person that made the reservation...

and not the one actually paying for the rental. It was being reimbursed through the company he worked at. I told the customer I would refund them back the mileage charge. refunded 231.45.

Hello, My name is [redacted] Area Rental Manager of Enterprise Rent-A-Car. I spoke with this customer in response to the complaint above, which has been a result of the insurance company not properly extending the rental. I explained to Mr. Calderon that the insurance company - USAA -...

cut off payment for the rental retroactively after he had already returned the car as a result of the customer taking the rental vehicle prior to USAA authorizing. We left the file open for approximately 2 weeks (13 days exactly) in order to give the customer ample time to discuss possible extensions with the insurance company, but the insurance company stated the authorization would stand. After several conversations with the customer, and 3 phone calls with no return call, we closed out the file as the customer is ultimately responsible if the insurance company does not pay, per our signed rental agreement.

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]

Claim was closed under threshold for involving customer any further.  No financial responsibility to the customer.


















Michael J. D[redacted]Regional Risk Manager NJ/NY Airport Region###-###-#### office###-###-#### cell###-###-#### fax[redacted]
[redacted] 
[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:

I was out of town when the first calls came in. Retuned call  to business and asked to speak to [redacted] "the [redacted] "was told be the young woman that he was not in requested call back . The policy in place is flawed as to what is required to rent with a debt card verse a credit  card. This policy should be changed.       
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Even though it is documented that [redacted] followed protocol and contacted the customer several times to explain their financial responsibilities throughout the rental, we will refund the customer $200 of the charges.  We take ownership of the miscommunication and continue to...

keep customer service our top priority.

I have reached out to the customer several times to go over the recent incident. I still have yet to here back from the customer after leaving 2 voice messages. I 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 rental. In the email I mentioned our underwriting policies as it states clearly on the Enterprise website.