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 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.

I left a message informing the customer that the refund for 39.66 was processed on her card today.  Her invoice total was 489.66, and the location only had 39.66 in payments at the time of her return.  She was called and informed on multiple occasions she needed to update her deposits and...

pay the final balance.  In a sign of good faith I just refunded her the requested 39.66.

I have left [redacted] 2 messages one on 10/** and 10/**.  [redacted]Area rental manager

I communicated with the customer via email and addressed and explained all of her concerns and advised her to contact me should she have additional questions. concern #1: The customer stated she was informed by her credit card company that she would not have to pay her rental charges if we did not contact her (the customer) after she disputed the charges with the credit card company. I informed the customer this is incorrect. A credit card company cannot speak on behalf of Enterprise as to whether or not we will pursue her for the charges for renting our vehicle. I further explained that we responded directly to the credit card company (as is policy) about the dispute and did not agree to waive the cost for renting our vehicle. Concern #2: The customer had questions why it took her this long to be placed on our do not rent list. I explained that there were 2 disputes made. The first made at the end of June 2016 which we responded to the credit card company and won. The second dispute was made in September 2016 which we responded to and lost that dispute. Thus the reason for her not being placed on DNR immediately after her rental. Concern #3: Customer stated she was told she would have received her deposit refunded at the end of the rental. In my email I asked the customer what was the amount of the deposit as I do see that we did a refund at the end of the rental.  Concern #4: The customer did not feel that she got the appropriate answers when she spoke with someone in our accounting department and is upset that our Area Manager did not return her phone calls - I apologized if she felt as if our responses we're to her liking or appropriate and explained that there are circumstances that didn't allow our ARM to contact her as he was not in office for an extended period of time during the dates she left him voicemail messages. Concern #4 - Customer wants to be removed from our do not rent list: I explained to the customer in order to be able to do business again, we will need payment for her previous rental that she disputed with her credit card 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]
 I would like to see the CCTV footage of the transaction. The car was given to me with the damage and it is the sales representatives fault for filling out the paperwork in a fraudulent matter.Hi [redacted],I'm including the correspondence I had with Enterprise. The supervisor never contacted me and the investigation never happened. They immediately filed for collection.
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

I am currently in the process of working with the customer's claim and the insurance company in question and the body shop to determine necessary refunds to be given to this customer. I have been in constant contact with the customer, and agree that the amount charged to him is in excess of what he...

should have been charged. Once I receive confirmation from the insurance company with regards to what they will be reimbursing him for the rental, I will process all additional refunds and put this complaint to rest.

We have reached out to the customer and left a voicemail asking to contact us back to discuss the charge and reach a resolution.

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

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.

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]

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,
[redacted]

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.

We had already resolved an issue regarding the weekly rate of the rental for the customer by adding a weekly rate into the original agreement to lower his cost per his request. I also determined that there was miscommunication regarding rental coverages on the contract to address his other...

concern. The customer signed a rental contract agreeing to charges listed at a daily cost on the rental contract. For customer service reasons I agreed to take care of half his cost of teh coverage and refunded him $175.75 back on his card. The csutoemr was also happy with this resolution.

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

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]

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]
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,
[redacted]

Hello we have attempted contact with customer multiple times to discuss situation. Messages were left with call back information on : 5/**/15, 5/**/15, and a final message with information for a call back on 5/**/15. We would like to do everything we can to resolve the situation, but cannot complete contact with information provided by customer due to multiple messages being left with [redacted] contact information, and no call back from customer to discuss situation.

Tell us why here...
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[redacted] I was trying to call you to discuss your concern
below.   The number listed would...

not allow a voicemail to be
left.  Please respond back so I can assist.   Thanks Mike




















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