Enterprise Holdings, Inc.

Revdex.com:
I have reviewed the response made by the business in reference to
data-gr-id="7">complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

The customer was upset about the hour charge and the fuel charge. We refunded $52 and the customer was satisfied with the resolution.

The Area Manager, [redacted], has spoken with the customer and issued a full refund.

I’ve left him a message but have not heard back.
 
[redacted] spoke with the customer and the issue arose because he is
under 25 years old and does not qualify for a pickup truck. When he booked the
vehicle online, he did not select “under 25”, so he thought he could rent the
truck. The...

reservation was made on Sunday night without a phone number, so the
branch was unable to call him prior to coming in to review our qualifications.
 
[redacted] offered other options vehicle options, but the customer
unfortunately could not qualify in general (he had a debit card and no
qualifying documents). [redacted] apologized.
 
If the customer calls me back I will see if there is anything
else we can do.
 
At this time
we will not be compensating him the $1000 he has requested.

After review of the situation, we are not 100% sure that the damage was caused during the time the renter had the vehicle. We are waiving the amount owed and will remove the sister from collections. Customer has been contacted.

FYI - We've received this concern via several channels. Please understand that the reservation included basic coverage with a deductible. That was listed on the reservation and booking site. The customer purchased Excess Protection (To lower the deductible) at the counter. that is the additional...

item purchased by the customer.[redacted] says on Aug 06 2017, 12:51          So Enterprise does not believe that it is important to clarify the difference between what is "INCLUDED" when you make the reservation on a US-based website, and what's included when a customer picks up the rental car in a different country? That is misleading and unethical. And apparently being a "Platinum" customer who rents with Enterprise virtually every week means nothing. The company would prefer to lose about $10,000 worth of business annually than correct a $230 error due to either oversight or deliberate misinformation in the reservation process.Enterprise Rent-A-Car Co (Headquarters) says on Aug 01 2017, 03:55 I've researched this customer's experience and would like to provide a detailed explanation. The coverage options in Italy are different from what we Americans are accustomed to in the States.Coverage in the states is full coverage. While in Italy, it is basic with an Excess (What we call deductible). So the included coverage in [redacted]'s reservation was the basic coverage that is always included (With an Excess/Deductible of 1500 for CDW and 2100 for TP).When the customer arrived at the counter, they purchased full coverage as what comes standard in Italy is not full coverage.I'll have the Customer Service Department in Italy follow up with the customer directly but as everything was done properly from my review, we must reject this request from our Corporate Office. Again, I will have our Italian Customer Service reach to the customer to address on a local level.

updated documentation with buyers order and email thread with dealership also purchased warranty reflected in buyers order

12/14/2017: Mediator emailed business for update.12/29/2017: I have reviewed the file.The branch had deducted the amount of 533.71 euros (VAT excluded) on both contracts under the name of [redacted] and [redacted]. This amount is a 50% discount on the rentals as the booked car category was not available. I have processed to a refund of 984.57 euros on Mr [redacted] credit card for the hotel fees and 30% the invoice with [redacted].This amount should be visiblewithin 72 hourson the customer credit card.Please send our apologies to the customer for the whole issue.regards

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]

We had responded to the Revdex.com on this via email on 7/6/16. We spoke with the customer and refunded the $100

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]

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]

Our Area Manager has spoken with Ms [redacted]. She was very happy with our rental branch location but was upset with the reservation line. She was happy that the branch took care of her but wants to ensure that our reservation team is on the same page. Management of our reservation line has coached...

the employees that were involved. Thank you

We have tried to contact the customer and have left messages in order to get an email address to send this in writing but have not received a response.  The customer's refund was processed by the Branch Manager on 7/21 for the amount of $915.97.

We have worked directly with Mr. [redacted] to close the case, refunded $44.94. Please close the case on your end as well.

I've received a response from our Partners in the Dominican Republic. I've pasted it below. Also, I've requested they add a refund of one additional day as the customer stated they waited 2 days for a new vehicle. I believe that to be a fair solution. Please inform the customer that we've already...

refunded 1 day and we're increasing it to 2 days total to resolve this concern.Have a great rest of your day! 
Dear [redacted],
Please find enclosed customer’s final invoice  and rental
agreement.
We sincerely apologize for the inconvenience with the client. As
you can see in the RA, the total of the rental was $328.39usd/RD$15,647.78,
however he was charged for the rental RD$13,917.00/$292.07usd, so he received a
discount in the amount of $36.32 (one day of rental).
Can you suggest an additional compensation?
Regards,[redacted]

We have ensured that our accounting team has in fact issued the $13 refund yesterday. [redacted] has left a message for Ms. [redacted] and also emailed her the information this morning. We apologize for the delay.

12/14/2017: Mediator emailed consumer for update.12/14/2017: Unfortunately we have still not received any refund on this complaint.  The only refund issued by Enterprise was from the first set of rentals from the Charles De Gaul location and from the Calais Branch of Enterprise for returning one of the autos earlier than expected.  As for the original amounts logged in this dispute with the Valenciennes branch, nothing has been refunded.  I am attaching to this mail for you again copies of the original documents sent to open this complaint which include our bank statements that show the original invoices and proposed charges prior to any adjustment.  These documents also show the withdrawals at these rates and not at the discounted rate we were supposed to receive (40% off each rental).  We never received the discount and in fact were charged double!           Please keep us up to date on the status of this complaint and let me know if you need anything further.  Thank you for your continued effort on this case for us.12/29/2017: We have just received one of the refunds from Enterprise Paris.  I will check to see if it was the correct amount and get back to you.  Thank you so much for all of your efforts.  Have a wonderful day!01/03/2018: Mediator sent email requesting update.01/03/2018: It is correct, thank you so much for all of your help.

I have made contact in regards to his concerns during his most recent rental. We agreed to refund customer the full cost of the invoice stated in his email. Customer appreciated timely follow up.

We have spoken with the customer and agreed to refund the amount requested.