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]

To whom this may concern, After reviewing the file, yes [redacted] had a reservation to pick up a vehicle from our Isp airport location.  She had a intermediate vehicle reserved utilizing one free day. Unfortunately our underwriting guidelines state you must use a credit card as we do not...

accept debit cards without a round trip flight itinerary or if you are coming in locally you need to come in to get approval with documentation 72 hours in advance. [redacted] went to one of our local locations and reserved and rented a premium size car. She could have rented the same intermediate size car from that location for 14.99/day. Being the fact she was unable to use her free days she is entitled to on her emerald account that are credited back to her for future use. While renting at our local locations they do require the estimated cost of the rental plus a 250 security hold which I apologize if was not explained as we are typically always very thorough. The citations for the tolls are on the card but if [redacted] can show they were paid by her ez pass she can call our violations department at any time and with the documentation they can refund the charges. Thank Yousteev

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 $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]

To whom it may concern,On Wednesday, June [redacted] our Area Manager, Kevin H[redacted] spoke to [redacted] and informed that Enterprise Holdings is refunding her $62.00.  The refund to her credit card has already been processed.  Please feel free to contact me with...

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

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.

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]
The response made by this business is false. They have not reached out to me, have not solved the problem, and I am not satisfied. 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

To Whom this may concern:I have spoke with [redacted] regarding the situation with the rental.  Agreed to split rental with him regarding the issue and his displeasure with the vehicle.Stephen S[redacted]Area Rental Manager     Enterprise Holdings

[redacted] was put on the "Do not rent" list due to the fact that when his credit card was run under our UV lights, the card registered as a fraudulent and/or fake and/or invalid card. We do require both the license and card to be passed under these lights as well as many other qualifications in...

order to qualify to rent a car, and also to protect our assets. The branches have a list to compare all licenses and credits cards to, which they did in this case as well, and that also did not match. In order to rent a vehicle, every single renter needs the following:-a valid license that passes correctly under the UV lights-a valid credit card that passes correctly under the UV lights-a security deposit in the amount of $250.00 PLUS the cost of the rental.      -this deposit can be taken on a debit or credit card. debit cards do require additional criteria to be met.All of these guidelines are clearly listed on our website for further detail.We do not turn down any business to any renter who qualifies to rent a vehicle[redacted] will not be removed from the do not rent list until all criteria is met. We do reserve the right to keep him on the do not rent list being that the card passed through as invalid; which we will be continuing to do at this time. He will continue to be unable to rent with National, Alamo, and Enterprise.

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]
On 3/*/2015: Enterprise [redacted] has contacted me and I was told the $113 will be refunded to my credit card account [redacted]. Until today, I have received refund of $100 but still short of $13.
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Good Morning, We have tried numerous time to contact the customer with the complaint.  Do you have an alternate number as we have not be able to successfully contact.  We have also looked in the lost and found and tried to track down the item but have been unsuccessful.  We do...

not believe that this has ever been left in the vehicle.  We have called this customer on the following dates and times.  June, [redacted] and have not been able to contact.

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

Hello Revdex.com,My name is Paul M[redacted] and I am the Group CarShare manager for NYC.  I have reviewed [redacted] concerns and wanted to restate some of the facts to the concern:*At 11:12am on September [redacted] reserved a Silver Ford Focus (Plate#[redacted]) from our [redacted] for a 12noon...

pick up*At 11:55am on September [redacted] arrived at our [redacted] (incorrect location) and used her member card to access a Black Ford Focus (Plate#[redacted]) (incorrect vehicle)*A valet attendant is only there as a representative of the garage and will pull up the car as instructed.  If [redacted] asked for a Ford Focus and they had a Ford Focus at the garage they would bring it up.  While I do empathize with [redacted] thoughts it is communicated in our Member Responsibilities to check that you have taken the correct car.  This is a fully automated service so there are requirements placed on our members to ensure success.*At the time of departure the technology in the car would begin to notify the driver that they are in a vehicle without a reservation.*At 1:06pm [redacted] contacted our Call Center for technical support when the vehicle would not start.*Our vehicle (The incorrect Ford Focus) would then not work for the member and needed to be towed form Huntington, NY.  We incurred numerous costs to secure the vehicle, down time, and other effected members from this scenario*Typically all charges associated with the mistake would need to be passed onto a member.*We have only charged [redacted] with her original reservation cost of $53.95 and did not pass any of the other fees on (Over $400 worth of fees).  Attached is a copy of the receipt*We will be unable to refund any further amounts but hope that this compromise is fair for [redacted].We understand that this resolution may not be exactly what she was looking for but hope that after some time and consideration she will see that it was a fair resolution where each party had some fault to the occurrence.  Sincerely Paul M[redacted]?

After the contract has been reviewed several times, the contracted agreement states your [redacted] policy only absorbs the $1,000 maximum payment and they paid there end.  This is why we contacted you to make sure you were fully aware of this.  Our notes state we spoke with you on 3/**/2015 to explain and further left messages on 3/**, 3/** and 3/** to continuously follow up to let you know your expense while you were still in the vehicle.  We have done everything on our part to keep our customers informed of the contract and when ther insurance allotment has been reached.  Therefor we continue to agree these charges are accurate.Thank You

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]

This is all taken care of I refunded 2 days plus tax equaling $100. I also gave him advice how to speak with the bank because his debit card had an auth instead of a sale for a part of the rental.

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:

Dear [redacted], Thank you for taking the time to respond to my concern although I find the response lacking. You do not address the issue of allowing consumers to search your site  before joining in order to see if your advertised pricing is actually available at the desired times. Potential customers must spend money and their time to join Enterprise Car Share before they can see that your prices are a red herring. Claiming that about 18% of your fleet is available for just over 1/2 the week at the "starting prices," in my view, supports my claim that its false advertising. As a consumer I feel that the prices you advertise should be the prices you offer and they should not be subject to loop holes and exceptions.  Your response to my complaint is basically informing me how ECS does just enough to get away with advertising these "starting prices" but my view is still that ECS is engaging in deceptive marketing hidden behind a login screen so that prospective customers can't even check before joining.  
 
Sincerely,
[redacted]

[redacted] is a long term renter and was in a car that was not eligible for his reservation. [redacted] had called him prior to his complaint and he had agreed to switch into an appropriate vehicle when he was in Florida. [redacted] called him a few days after the agreed upon switch out date...

because he had not switched. He then said he would should out at National Car Rental at LGA when he returned which he did not. [redacted]'s calls to him were in response to him not switch out as he had said he would. He then contacted our [redacted] who offered several solutions. After that conversation [redacted] and [redacted] communicated almost daily via calls and texts to coordinate a switch. [redacted] said he required a black Ford Explorer or Cherokee. [redacted] let him know he had a Black Explorer on Thursday 5/** and he said he would be in that evening to switch. He either did not come in or did come in ( [redacted] was not working that evening ) but made a further request that the car have New York license plates. [redacted] told him he could continue to drive the original car until he could fill his very specific needs. We found a Cherokee with NJ plates and he switch into this car on either Monday or Tuesday of this week.

We have reviewed the renter's concerns and conducted an investigation of the matter. Our investigation  shows that the renter rented a new car with 3,714 miles, and it was returned with 3,811 miles. The renter signed the rental contract indicating that she was given the car with no...

damage. We also checked our unit history, which did not reveal any prior claims or damage notations. Also, the damage to the vehicle is very evident and not something that we would consider normal wear and tear, so if it was rented that way, it would be marked on the contract.Based on our investigation we have concluded that the renter is responsible for these damages. Our contract explains that any change in condition would be the renter's responsibility, regardless of fault, unless damage waiver is purchased. While we do empathize with the renter that they did not cause the damage, the renter's signature agreeing that the car was rented to her with no damage, along with the other factors we looked into, are the reasons why we concluded that we were justified in pursuing the renter for the damages in question.

[redacted] made a reservation for the rental for 4 days and kept the vehicle for over a month.  The registration on the car was set to expire on March **,2016 which was well before his estimated return date.  The customer made a reservation for an intermediate car and wanted...

to drive something nice the branch then upgraded him to a dodge challenger which is a sports car.  The rate was then adjusted.  The customer with in a week fell behind in payments.  We had left him multiple messages to update deposits.  He finally called back and complained about the rates and the cost of the car, and how he had a corporate rate, (his does not have a active corporate account as he does not qualify).  We then agreed to charge him the intermediate car rate which is 600 a month cheaper then what he should be paying, this was on 3/**.  On 4/* the customer called to switch the car as the registration sticker on the car had expired on 3/**/2016, the car is still registered.  He also wanted the office to add XM radio to the vehicle, which for him in his complaint to state he was not driving the car makes zero sense.  The customer did not like the options of the cars that we had in the parking lot so he did not want to come in and switch the car.  At this point the customer was still down on deposits as well.  On 4/** the customer finally liked a vehicle that we had in our lot and came in to switch out of the vehicle, at this point the customer was behind significantly in deposits and was due for a rewrite.  The branch helped the customer out as he stated that he would have the money on 4/** to pay for the rental bill in full as well as have the proper deposits to rewrite the contract.  At that point on 4/** the branch should have taken the vehicle into their possession as the customer as $450 behind on the contract as well as they were $250 behind in deposits.  Our policy is always to be ahead $250 plus the cost of the rental.  Through out the whole process [redacted] never had a proper deposit on the rental.  So on 4/** when [redacted] arrived to rewrite the rental contract he came in with a $350 money order, when you add that to the previous deposits in money orders($400 3/**, $350 4/**) and credit card $718.93 on 4/**.  The total price for this rental was $1649.42 and the customer paid $1468.93 and still has a balance of $180.  When the customer did not have the funds to close out the current rental, and the funds to open the new rental he was not given a new vehicle as he could not pay for the services that were just rendered and did not have the funds to pay for the future rental.  [redacted] made a reservation for 4 days and kept the car 37 days, when he picked his vehicle the registration sticker was valid.  [redacted] was given many opportunities through out the rental to switch in fact on 3/** he was in the office giving a money order and had all opportunities to switch the vehicle, he did not like the cars in the parking lot.   He claims he was not driving the car, then why on 4/* did he call in the office and add satellite radio?  We offered him many options to switch the car and he refused, he was behind money through out the rental, and we also dropped the rate because he could not afford to pay for the car class that he wanted and agreed to pay for.  There is no compensation for [redacted] as he still owes Enterprise money.  If you would like we can send you the signed contract by [redacted] that actually shows a $600 price, in which we lowered the price for him.