Enterprise Holdings, Inc.

The one way drop charge was 25 plus tax. We have waived this fee, refunded the customer and sent him a new invoice. The customer was not charged twice.

An update from our Area Manager:
I spoke with Ms. [redacted] yesterday.  Confirmed...

that she
was in the FL plated car, but we still need to research the tickets, she
doesn’t have them.  I am still working on a resolution, clearly tickets
from 3 years ago are not easy to find, so our  next step is to call the
city.

We have sent a request to [redacted] to have the credit applied for
the customer. We quote that it can take up to 12 weeks, but it typically it’s
around 15 business days.

Mr. [redacted] -
Thank you so much for choosing Alamo for your rental needs. My name is [redacted] and I would be happy to assist with your case.
I apologize that you felt anything other than complete satisfaction when renting from one of our facilities. Customer Service is our way of life and...

we strive to prove that in every encounter.Regarding your specific case, I saw that you stated you felt cheated by not being aware of the additional coverages that you eventually purchased. I wanted to make you aware that we ensure that every phone reservation agent properly quotes our coverage options when booking via the phone. In the event of online bookings as you've done with this reservation, we place that same information on our website during the booking process (Under Policies & Help).
If our customers miss the information there, we also have the information listed in the email confirmation that was sent to your [redacted].com email address (Under Important Policy Information).
Again, I would like to apologize for you feeling anything except completely satisfied. To help better your overall experience, I would like to offer you 2 Free Days towards your next US/Canadian Alamo Rental. If you accept, please reach to me via email and I will send the Free Day Codes over to you.
Looking forward to hearing from you!
[redacted] - Customer Support Specialist
[redacted]@ehi.com - [redacted]

Horrible experience! I was disrespected, and physically assaulted by a employee.
I had rented for 3 months spent 3k and after I was behind $116. And was in to make a payment. The assistant manager [redacted]. Was unprofessional and rude! And definitely abused his authority!

I reserved a rental car at the [redacted], Belleville, IL location for saturday, July 9, 2016. When I checked in at the counter I gave my driver's license to Patrick, the store manager. He never returned my license and he was unconcerned about my license missing. I had to go to the DMV to pay for a replacement license, I was unable to rent a car, and my planned trip was delayed. Patrick does not have any good customer service skills and if he continues to treat customers like he does, he doesn't need to be a store manager.

12/07/2017: Mediator sent consumer email requesting update.12/07/2017: Not, nobody contact me  anyone call me !! 12/19/2017: Mediator provided consumer with update.12/26/2017: Mediator emailed consumer requesting update. 12/26/2017: I did respond to the business' email and provided them my address for the refund. Thank you.

Issue has
been resolved. He was upset because this [redacted] # didn't clearly state what
he needed to bring in in terms of qualifications. We worked something out. He has what he needs now and we'll take care of him.

We have been in contact with Mr. [redacted] and working on getting all of his points applied.

The customer's insurance
policy set a last day for the rental.  Our branch called three times prior to the date to notify the customer that a last day had been set.  The customer did not return by the last date and was only charged for one day of
rental at...

$31.54. The branch also called and left the customer two voicemails
prior to closing the ticket but never received a call back. Also, the complaint
states they were charged $82.00 but were only in fact charged $31.54. Our Area Manager has tried contacting the customer three times to discuss this concern and he has not heard back.

Spoke with
customer about the experience. I offered a refund for his 1 way fee and he's
happy with the solution.
 
Thank you
 
[redacted]
Area Rental Manager
Downtown Los Angeles Area

I have a problem with how they bill loyal customers. I do not have a problem with the local office. I love working with them and will do so even though I am completely unhappy with Enterprise Corporate practices. I am a plus member and at times have rented cars as frequently as every other week. I am an individual. I had a family emergency and the local manager waited for me a few minutes past closing time just to get me in a car at the last minute. However, he had to charge me three days for returning a car I rented Thursday at 6pm and returned on Saturday at 6pm. That is literally 48 hours and I was charged for 3 days. It seems as though they are out to charge extra and not really work with the community as a "family business" as they claim to be.

Initial Business Response /* (1000, 6, 2015/11/06) */
Contact Name and Title: [redacted] GCSM
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@erac.com
We are certainly sorry that our data entry error has caused any frustration or inconvenience. It is certainly not our intent to mislead...

anyone. This specific situation involved the incorrect entry of the actual miles in place of the purchase price. We did recognize the problem quickly and made the proper price correction. Her is a copy of the Disclaimer listed in our Terms and Conditions on our website. "Price includes all costs to be paid by a consumer, except for licensing costs, registration fees, and taxes; also not included are title registration, tag, governmental fees, electronic filing charges, any emissions testing and/or state inspection fees, and any finance charges (if applicable). Price does not include processing, administrative, dealer conveyance fee, closing, dealer and handling, or similar fees of $199 or less, except in the following states where the advertised price is inclusive of this fee: CO, FL, GA, KY, MA, NE, NJ, NY, SC, and TN. Vehicles subject to prior sale. We make every effort to provide accurate information including but not limited to price, miles and vehicle options, but please verify with your local Enterprise Car Sales location before purchasing. Current mileage may vary due to test drives and vehicle relocation. Used vehicles were previously part of Enterprise short-term rental and/or lease fleet or purchased by Enterprise from other sources including auto auctions, with previous use possibly short-term rental, lease or other. We were in fact contacted by [redacted] on this car by phone. We communicated at that time that the price was an error and that we could not sell it to her at that price. I would be happy to contact Ms. [redacted] and communicate that, as well as apologize for any frustration this has caused her.

I spoke with Mr. [redacted] and offered a genuine apology for the way
he felt this was handled. This customer was unable to meet underwriting
qualifications at one of our branches and then came to a different location, believing he would be able to
qualify there. I explained that I would be happy...

to handle his next
reservation for him to ensure that he is taken care of and fully aware of all
qualifications in advance. Please let me know of any additional questions or
info needed.
Thanks, [redacted]
Area Rental Manager

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 1[redacted]5, and find that this resolution is satisfactory to me. I would like to know about the amount my insurance paid though.  Thank you for taking care of this matter quickly.

Mr. [redacted] -Thank you so much for choosing Alamo for your rental needs. My name is [redacted] and I would be happy to assist with your case.I apologize that you felt anything other than complete satisfaction when renting from one of our facilities. Customer Service is our way of life and we strive to...

prove that in every encounter.Regarding your specific case, I saw that you stated you felt cheated by not being aware of the additional coverages that you eventually purchased. I wanted to make you aware that we ensure that every phone reservation agent properly quotes our coverage options when booking via the phone. In the event of online bookings as you've done with this reservation, we place that same information on our website during the booking process (Under Policies & Help).If our customers miss the information there, we also have the information listed in the email confirmation that was sent to your [redacted].com email address (Under Important Policy Information).Again, I would like to apologize for you feeling anything except completely satisfied. To help better your overall experience, I would like to offer you 2 Free Days towards your next US/Canadian Alamo Rental. If you accept, please reach to me via email and I will send the Free Day Codes over to you.Looking forward to hearing from you![redacted] - Customer Support Specialist[redacted]@ehi.com - [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]

Initial Business Response /* (1000, 6, 2015/11/06) */
Contact Name and Title: [redacted] GCSM
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@erac.com
We are certainly sorry that our data entry error has caused any frustration or inconvenience. It is certainly not our intent to mislead anyone....

This specific situation involved the incorrect entry of the actual miles in place of the purchase price. We did recognize the problem quickly and made the proper price correction. Her is a copy of the Disclaimer listed in our Terms and Conditions on our website. "Price includes all costs to be paid by a consumer, except for licensing costs, registration fees, and taxes; also not included are title registration, tag, governmental fees, electronic filing charges, any emissions testing and/or state inspection fees, and any finance charges (if applicable). Price does not include processing, administrative, dealer conveyance fee, closing, dealer and handling, or similar fees of $199 or less, except in the following states where the advertised price is inclusive of this fee: CO, FL, GA, KY, MA, NE, NJ, NY, SC, and TN. Vehicles subject to prior sale. We make every effort to provide accurate information including but not limited to price, miles and vehicle options, but please verify with your local Enterprise Car Sales location before purchasing. Current mileage may vary due to test drives and vehicle relocation. Used vehicles were previously part of Enterprise short-term rental and/or lease fleet or purchased by Enterprise from other sources including auto auctions, with previous use possibly short-term rental, lease or other. We were in fact contacted by [redacted] on this car by phone. We communicated at that time that the price was an error and that we could not sell it to her at that price. I would be happy to contact Ms. [redacted] and communicate that, as well as apologize for any frustration this has caused her.

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]