Enterprise Holdings, Inc.

I am rejecting this response because: I have attached a copy of my reservation that states the daily rate is $for a two day rental I contacted your office and spoke to your employe named *** who said if online is quoting $a day book through them *** also told me that I am only charged in a hrs cycle as my concern was not needing the van for days and what I would be charged an additional $ So, I am requesting to be charged the 75, plus fee's and the insurance on the vehicle.If you guys are not happy with hot wire advertising for you then you shouldn't give them permission to use your company for vehicle rental Hot wire didn't take my money enterprise did Thank you and have a nice day as well

Alamo Rent-A-Car
Damage Recovery Unit
** *** ***
*** *** ** ***
Revdex.com
N Broadway Ste
StLouis, MO
Re: Mr***
***
Alamo
Rent-A-Car file:
***
Your File
Number: ***
Dispute Resolution Department,
We are in receipt of a complaint dated July 6, 2017, filed
by *** *** with your officeThis office
handles damage claims for Alamo Rent-A-CarWe appreciate you giving us an
opportunity to investigate this matter
Mr*** rented a GMC Yukon
on May 12, from the Alamo branch located at the Cleveland International Airport
Mr*** returned the vehicle on May 17, The cheagent recorded
damage to the passenger side doors and quarter panel; a claim was created
On June 13, Mr*** contacted
our office to dispute the damage, stating he did not notice the damage until it
was pointed out by the return agent at the local branchOur office and the
local branch reviewed the vehicle history and found no previous damageThe local
branch advised Mr*** on June 23, that he would be held responsible for
the damage claimUpon receipt of the above-listed complaint, our office again
reviewed Mr***’s dispute and found no indication this damage is priorOur
office will continue to pursue Mr*** for this damage claim
Thank you for bringing this to
our attention and should you have any additional questions, please contact our
office at the number below
Sincerely,
Tulsa Damage Recovery Unit
***

Contact Name and Title: *** ***
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@erac.com
Rental Insurance Services, Inc(RIS) handles claims involving vehicles rented from Alamo Rent a Car on behalf of ACE American Insurance Company (ACE)
We have reviewed the claim file for this
complaintThis was a three vehicle accident in which one of the parties died as a result of their injuriesDue to the fatality the policy limits afforded by ACE maybe be exhaustedOn 9/25/a RIS representative discussed the limits issue with the complainantFurther discussions regarding the limits issue were had on 10/25/and 10/30/Additional conversations were had with the complainant on 4/3/14, 4/25/14, and 5/21/regarding the status of the claimLetters were also sent to the complainant on 10/3/13, 5/23/14, 6/24/14, 8/6/14, and 9/5/to inform him that the investigation was still ongoingDue to the serious nature of the other party involved in this loss RIS has been unable to resolve the complainant's damage claimRIS has recently received contact from a representative for other party and will be working with both to resolve

Hello,We have reviewed the closed rental ticket and there is no balance owed. Ms. [redacted]'s credit card was charged $1046.74 on the date she returned. In addition, we have checked with our Citations team and there are no balances for any outstanding tolls. We are not aware of any letters being sent to...

Ms. [redacted] for any reason. If you have any additional information that you would like us to look into, please provide it and we will be happy to research it.

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. Also, I need to know how to contact someone and I do not want to held responsible for paying anything for a rental.
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 partially satisfactory to me. I do appreciate the call from Ms. [redacted], that speaks volumes of the business itself. I am still completely unsatisfied with the disregard and false information with my initial request for a simple refund check that was never sent. Again, Ms. [redacted] assured myself that training sessions would be in order seeing as [redacted]'s carelessness got him in that position. I am leaning more towards returning due to Ms. [redacted]'s call, due to the fact, I've been a patron of Enterprise for over 10 years. I will never be a patron of the Stone Mountain GA Enterprise branch, and will never suggest anyone else go there as well. I do hope that Enterprise takes these situations seriously, and corrects the problem. As of now, there is nothing more they could do. The resolution has to be accepted. Again, thank you Ms. [redacted] for the reassuring call. Thank you Ms. [redacted] for being one of the best manager's I have dealt with in Enterprise. Sincerely,
[redacted]

Dear Sir or Madam, First of all, we would like to thank you for your rental with Enterprise Rent-A-Car.After investigation, our accident department has confirmed that the car registered [redacted] was damaged during your rental period while it was under your responsibility.  However,...

because of a lack of evidence regarding your personal responsibility in the damage and as a gesture of goodwill, we are going to refund you the total amount of the damage excess subject to payment being validated.  Thus, we will refund you a total of $850.00 Euros directly to your credit card within the following 14 days.  Your Sincerely, Service Assurance

At this time, we will not be removing Ms. [redacted] from
DNR.

Initial Business Response /* (1000, 5, 2015/10/13) */
Contact Name and Title: Brad Lambrechts - BSS
Contact Phone: 3145874541
Contact Email: [email protected]
National Emerald Club allows for member to earn one of two rewards. They can either earn (1) Frequent Flyer miles or (2) Car...

Credits for free rental days. This option is chosen when the member signs up and registers for National Emerald Club. Mr. Semir's account has been set up to earn (1) Frequent Flyer miles and therefore he didn't earn (2) Car Credit for free rental days because you cannot earn both. This was explained to him by multiple of our representatives. I have also confirmed that his Frequent Flyer information is attached to this rental and airline miles should be issued from his personal chosen preferred airline, Southwest.
He may choose to earn (2) Car Credit for free rental daysmoving forward. (Or even change his airline preference.) To do so he would need to sign into his Emerald Club account and opt into that preference.

Initial Business Response /* (1000, 5, 2015/10/13) */
Contact Name and Title: Brad Lambrechts - BSS
Contact Phone: 3145874541
Contact Email: [email protected]
National Emerald Club allows for member to earn one of two rewards. They can either earn (1) Frequent Flyer miles or (2) Car Credits for...

free rental days. This option is chosen when the member signs up and registers for National Emerald Club. Mr. Semir's account has been set up to earn (1) Frequent Flyer miles and therefore he didn't earn (2) Car Credit for free rental days because you cannot earn both. This was explained to him by multiple of our representatives. I have also confirmed that his Frequent Flyer information is attached to this rental and airline miles should be issued from his personal chosen preferred airline, Southwest.
He may choose to earn (2) Car Credit for free rental daysmoving forward. (Or even change his airline preference.) To do so he would need to sign into his Emerald Club account and opt into that preference.

Our Area Manager met with the customer on 1/4 and thoroughly explained all of the charges.  The customer now understands the charges in detail and was very appreciative that our manager took the time to do so.

Complaint: [redacted]
I am rejecting this response because: The corrections are not completed in full as of yet as I still do not have my car however [redacted] is working on this which I do appreciate , however there are some outstanding items such as the bliss system and sunroof visor which did not properly adhere and was sent back to be replaced again from the vendor. I also want to clean up the language in your last email a rental I was not provided however the language I was the car which I am using was a loaner. Either way my extended enterprise warranty would cover that cost if it was deemed a rental. I am  being more then fair to allow time for this to be corrected and the only reason I have not gone in a legal manner yet is because of [redacted] who has been in action on assisting me.  I have emailed [redacted] on the outstanding items and just am awaiting a response. When the items are addressed I will close out the Revdex.com case as satisfied. 
Sincerely,
[redacted]

On this file for the incident in Roissy the customer received a
compensation of 1461.15 euros for the hotel and the rental with [redacted] plus a
50%discount on the rental with Enterprise.
For the file in Valenciennes the customer received a 50 %
discount on the Enterprise rental.We apologize for the customer's experience
Regards[redacted]

I spoke
to the renter today and informed her we would not remove [redacted] from DNR.  The renter rented on two separate occasions and we
had to threaten him both time to convert the car to get him to come in to pay
and rewrite.
 
[redacted] |Enterprise...

Rent-A-Car
Area Manager
Clearwater, FL

We spoke to the customer and agreed to waive the claim

Complaint: [redacted] I am rejecting this response because:  We have never recieved the discount we were offered.The original rentals were supposed to be 1335.28.  This was for the vehicles we had reserved months in advance.  When they did not have our reserved vehicles they offered us substitutes for the same price.  We were promised 40% (534.11 Euro) off each of the rentals for our trouble and inconvenience.  1335.28 (full rental price) minus 534.11(discount) would bring the total for each rental to 801.17 Euros.  Then we were promised that the vehicles "drop charges" would also be taken off which is an additional 84.30 Euro each car, bringing the total for each car now to 716.87 Euro.  That would bring the total rental for both autos to 1433.74 Euros.  Both of our credit cards were charged $1531.00 USD which at the rate of exchange on that date was full price for the autos 1335.28 Euro.  As you can see, there was no discount applied.  Also, since they put us behind the wheel of a car with a manual transmission which neither of the drivers knew how to operate we insisted that they provide the additional insurance for the vehicle for “as we would not be held responsible for damage to an auto that we were not qualified to drive.  The manager [redacted] and her assistant [redacted] both agreed and stated that the insurance would not be charged.  However, we were charged for the insurance as well.  We would like this reimbursed too.Also, because one of the vehicles we were given as a replacement (Opel Van) was oversized, we encountered additional charges when travelling through the Eurotunnel into the UK from France.  We sent reciepts to [redacted] as requested by her with the assurances that the additional amount we had to pay would be reimbursed as well and they were not.  Those charges are: 125 Euro.We returned one of the vehicles early and did receive a discount for the early return but never the full or correct adjustment we were owed.  The price for the car we returned early should have been 544.55 Euro.  Now deduct 40% (217.82 euro) from that figure and you have 326.72 Euro.  This should have been the total for that rental.  So for both rentals all-inclusive with all discounts we were promised and mentioned above the total charge should have been 918.59 Euros for both autos.  We have been charged to date: 1941.56 Euro.  We are owed a refund of 1022.97 Euro.The above complaint also fails to mention the great deal of time and money this cost us by having to pay nine employees to sit around in airport parking lots and hotel lobbies for hours on end on multiple occasions waiting for cars that were promised and reserved months in advance, as well as, the several contractual, professional commitments that we had to miss due to Enterprise’s gross errors and mishandling of our service.   We have been Enterprise customers for years here in America and have never seen or even heard of anything like this happening anywhere before nor have any of our employees all of whom are seasoned travelers and frequent vehicle renters.  Thank You,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.
Sincerely,
[redacted]

I have rented cars from National Rental Car on every business/ personal occassion. Generally, I've never had any problems with this company. However, how a company handles disputes/ complaints says alot. I rented a car from National on 12/06. I originally reserved a mini van. This vehicle was not available when I arrived. Since I am an Elite member of the Emerald Club, I tried to find a SUV to hold my work equipment. I then told by an associate that he could offer an Acadia but anything larger than that would be an extra charge. I accepted the Acadia. I returned the car on 12/22 and did not notice that I was charged $1,702 extra. On 12/28, I contacted National Rental Car to request a credit to correct the charge. I was told this would take 3 days. Fast forward to 01/08, the dispute still had not been settled. I contacted the customer service number and was told that the mgmt team at the Scramento Airport location had not responded. Although I had received several emails from "[redacted]", no one seemed to know how to place me in contact with [redacted]. I then asked to speak with a mgr who told me that I agreed to the final price when I called in to extend for 2 additional days. I explained to her that since I was an Elite Member of the Emerald Club, I should not have been charged over $2,500 to rent a vehicle. Being a member of this club allows you to pay for a mid or full sized vehicle and pick ANY vehicle on the lot. I also explained how time sensitive this issue was as there was a charge pending on my credit card that I could not submit to my company until this issue was resolved. This fell on deaf ears and she advised me that someone would be in contact with me in 203 business days. Today makes 11 days that the issue has not been settled. After she recommended that I contact the mgr directly, the location where I rented the vehicle, I did so. He was great! He said that this was the first time he had heard about the situation and immediately noticed the typing closeout error. He stated that the wrong option was entered as though I never made a reservation. Mistakes happen, I understand. However, the amount of time this took to correct a simple mistake and the run around I was given by the customer service staff and mgmt team was ridiculous, especially when I kept telling them that I needed time to forward the expense report to my company so that the bill could be payed on time.

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.
Sincerely,
[redacted]

Area Manager [redacted] emailed the customer and refunded the credit card