Complaint: ***
I am rejecting this response because:
I would like to clarify my response about renting from Enterprise in the future: I'm still unhappy about the situation, but appreciate the fact that Enterprise Damage Recovery Unit and Risk Management have
worked with me and have been very courteous The local manager was very pleasant and understood my disappointment regarding the damage about which I was previously unaware During our conversation, he offered to provide a discount on a future rental For this reason, I would rent from Enterpise in Rio Rancho, NM in future if they have a mid size SUV available and the price is right.
Regards,
*** *** [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the responseIf the consumer does not provide a reason if he complaint will be closed Administratively Resolved]
to whom it may concern, Our Area Manager James B*** and Risk Manager Paul R*** have looked into this matterThey have resolved the customers issueIf there are any further questions regarding this claim please fell free to contact me Thank you, Tony
1/21/2016Dear Revdex.com of New Mexico,Michael G*** the Area Manager overseeing this complaint has reviewed the complaint and concluded the following:Customer signed the contract, and did a walk around with my team
in Carlsbad
Steps I took to ensure we did our job:
Got copy of signed
copy from Xerox to see what he signed off on
the vehicle inspectionDamages listed on the contract were not mentioned in the DX
written by the returning branchGot a copy of the estimate and photos from the DRUGot a break down of all charges for the repair and
administrative costsCalled the customer to break down the charges and talk about the
admin chargesOffered to waive the admin charges and that was not good enoughWe will be pursuing for damages to the rental truck
I have spoken to *** and his wife several times over the past
two days and broke down everything for himPlease feel free to reach out to us with any further questions.Thank you,Tony
Complaint: ***
I am rejecting this response because:I am not willing to pay for damages to a vehicle that I did not causeI am not willing to pay for damages to a vehicle which my wife witnessed being caused by staff of the Carlsbad branchThe only single dent I was accused of causing was on the top of the pickup cab and was not evident during the quick walk around, done in the rain, on the day the vehicle was rented from the Carlsbad branchThe staff member, MsH***, has been caught telling three lies up to this point and refuses to be forthcoming with the truthI would like the full name of the other employee present when the truck was rented The Hobbs branch did not accuse me of the dents to the side of the bed as I noted them on my walk around with MsH*** even though they were not greater than two inches in diameter, as they were easy to seeI am thankful I did notice and notate them as this would be an even greater injustice had I disregarded themI would like to see the check in report of the prior lessor to see which damages were recorded previously and the time frame they had to inspect the vehicle prior to re-leasing it to meI truly believe this is a scam and has been perpetrated against several other Enterprise clients who did not purchase the insurance offered through EnterpriseThe two inch diameter rule is quickly disregarded when the damage is "suddenly noticed" after a private insured driver returns a vehicleIn this instance these ladies did not realize they had a van of witnesses watching themThe requested information should bring this matter to a quick resolution.
Regards,
*** *** [To assist us in bringing this ***er to a close, the consumer must give a reason why they are rejecting the responseIf the consumer does not provide a reason if he complaint w*** be closed Administratively Resolved]
Dear Revdex.com of New Mexico,Enterprise has spoken with the customer. She was pleasant
to speak with and did admit that her husband did bump the curb during their
rental. We explained the size of damage we would consider wear/tear and
how our branches all use the same tool to measure
this. She asked us to go
through her estimate line by line so she could understand what the charges
were. At the end of the call she was satisfied with the explanation to
resolve this issue. She said she would be renting from us again, but
would make sure to get an SUV next time.
***
Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted] ...
[redacted] [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]The manager has not refunded me the full amount.
Complaint: [redacted]
I am rejecting this response because I was not given the option to keep the contract as it was written for the 2015 Dodge Journey.
Regards,
[redacted] And [redacted] [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]
Hello, can I please get more details on the situation, I just received access to this complaint and not able to see the previous inquiry dated back in January. I will be happy to assist once I get access to the information.
I spoke to Mrs. [redacted] Apologized for the ongoing inconvenience and processed the $40.00 refund just nowAsked Mrs. [redacted] to give 2-3 business days for it to reflect in her account and offered my cell phone number to follow up but she did not take it.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending 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.
Regards,
[redacted]
After speaking with Mrs.
[redacted] about her concern, there was a misunderstanding as to the
reason for the change in monthly payment. The payoff for the customer's
original loan was higher than was reflected on
the paperwork. When this happens the options are to
correct the difference (adjust the amount financed) or to void the sale
and return the vehicle and money to the correct parties. In
speaking with Mrs. [redacted] she has opted to void the sale.
If you have any
additional questions please contact me.
Nic M[redacted]
Group Car Sales Manager
New Mexico*El Paso*SW
Colorado
###-###-####
Please accept
this correspondence as our response to the complaint filed by the customer. The
customer rented a 2015 Chrysler Town & Country from EAN Holdings, LLC’s
(“Enterprise”) St. Michael’s Drive rental location in Santa Fe, NM on September
19, 2015. This office handles...
damage recoveries for Enterprise rental
vehicles.
At the time
of rental an inspection was completed in the presence of the customer and the
vehicle was determined to be rented with no existing damage. This
was confirmed by the customer by her initialing no damage on the face of the
rental agreement.
Upon return
of the rental vehicle on September 28, 2015, damage to the undercarriage of the
vehicle was encountered. The customer indicated that she had been “TRAVELING WEST ON HWY 2 AND THERE WAS A TIRE IN THE
CENTER OF HER LANE. OBJECT WAS UNAVOIDABLE DUE TO ONCOMING TRAFFIC AND CUST MAN
AGED TO RELEASE THE STUCK TIRE BY DRIVING ONTO SMALL CURB TO THE RIGHT”.
At that time a damage report was initiated. An independent estimate was
completed. Damages to the rental vehicle were assessed at $744.99.
Pursuant to section 6 of the rental agreement
executed by the customer, she accepted “
responsibility for damage to, loss or theft of, Vehicle, Optional Accessories
or any part or accessory occurring during the Rental Period regardless of fault
or negligence of Renter or any other person or act of God ”.
On
October 23, 2015, the customer called in to discuss the claim for damages and
the extent of damage to the vehicle. At that time she confirmed that the loss
had occurred due to running over a tire and then running over a curb to
dislodge it.
Based
on the rental agreement signed by the customer, she is responsible for
reimbursement of the damages in the amount of $744.99.
Thank you for
your consideration in this matter. Please contact the undersigned should
you have any additional questions.
Good afternoon,We have received and reviewed this customer's complaint. Our General Manager and Car Sales Manager will be meeting on Monday 9/26 to discuss this complaint. We will send a follow up then. Please feel free to contact us with any further questions. Thanks, Tony
[redacted]- Leo A[redacted] the Group Rental Manager for this area explained that we followed protocol for any damages in dispute for this claim. We looked over previous rental contracts and none show damage to the vehicle. His Area Manger has spoken with the customer and explained the reasons for the...
claim. If the customer has any further questions regarding this matter, please have him reach out to us.
Our Area Manager has reached out to this customer. The Area Manager stated that he will refund 1 day to the customer. If the customer has any further questions, please have them reach out to us. Thanks
[redacted] – James B[redacted] the Area Manager for this branch called this customer. James refunded the customer the full amount. The customer is happy with the result and was advised to call us with any other issues.
[A default letter is provided here which indicates your acceptance of the business's...
response. If you wish, you may update it before sending 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.
Regards,
[redacted]
Ms. [redacted], Thank you for your email regarding your concern on your recent rental with us. I show our Area Manager for that rental location has been in contact with you on the afternoon of 7/10/17 via email after a few unsuccessful phone contact attempts to...
discuss your reservation/rental with the explanation of charges. I hope he was able to clarify any misunderstanding that you might have had regarding your charges. If there is still concerns please do not hesitate to reach out directly to him with his contact information he provided your email conversations. Thank you
Complaint: ***
I am rejecting this response because:
I would like to clarify my response about renting from Enterprise in the future: I'm still unhappy about the situation, but appreciate the fact that Enterprise Damage Recovery Unit and Risk Management have
worked with me and have been very courteous The local manager was very pleasant and understood my disappointment regarding the damage about which I was previously unaware During our conversation, he offered to provide a discount on a future rental For this reason, I would rent from Enterpise in Rio Rancho, NM in future if they have a mid size SUV available and the price is right.
Regards,
*** *** [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the responseIf the consumer does not provide a reason if he complaint will be closed Administratively Resolved]
to whom it may concern, Our Area Manager James B*** and Risk Manager Paul R*** have looked into this matterThey have resolved the customers issueIf there are any further questions regarding this claim please fell free to contact me Thank you, Tony
1/21/2016Dear Revdex.com of New Mexico,Michael G*** the Area Manager overseeing this complaint has reviewed the complaint and concluded the following:Customer signed the contract, and did a walk around with my team
in Carlsbad
Steps I took to ensure we did our job:
Got copy of signed
copy from Xerox to see what he signed off on
the vehicle inspectionDamages listed on the contract were not mentioned in the DX
written by the returning branchGot a copy of the estimate and photos from the DRUGot a break down of all charges for the repair and
administrative costsCalled the customer to break down the charges and talk about the
admin chargesOffered to waive the admin charges and that was not good enoughWe will be pursuing for damages to the rental truck
I have spoken to *** and his wife several times over the past
two days and broke down everything for himPlease feel free to reach out to us with any further questions.Thank you,Tony
Complaint: ***
I am rejecting this response because:I am not willing to pay for damages to a vehicle that I did not causeI am not willing to pay for damages to a vehicle which my wife witnessed being caused by staff of the Carlsbad branchThe only single dent I was accused of causing was on the top of the pickup cab and was not evident during the quick walk around, done in the rain, on the day the vehicle was rented from the Carlsbad branchThe staff member, MsH***, has been caught telling three lies up to this point and refuses to be forthcoming with the truthI would like the full name of the other employee present when the truck was rented The Hobbs branch did not accuse me of the dents to the side of the bed as I noted them on my walk around with MsH*** even though they were not greater than two inches in diameter, as they were easy to seeI am thankful I did notice and notate them as this would be an even greater injustice had I disregarded themI would like to see the check in report of the prior lessor to see which damages were recorded previously and the time frame they had to inspect the vehicle prior to re-leasing it to meI truly believe this is a scam and has been perpetrated against several other Enterprise clients who did not purchase the insurance offered through EnterpriseThe two inch diameter rule is quickly disregarded when the damage is "suddenly noticed" after a private insured driver returns a vehicleIn this instance these ladies did not realize they had a van of witnesses watching themThe requested information should bring this matter to a quick resolution.
Regards,
*** *** [To assist us in bringing this ***er to a close, the consumer must give a reason why they are rejecting the responseIf the consumer does not provide a reason if he complaint w*** be closed Administratively Resolved]
Our Group Rental Manager (Chris M***) has reached out to our customer and has resolved the issue to their satisfaction
Dear Revdex.com of New Mexico,Enterprise has spoken with the customer. She was pleasant
to speak with and did admit that her husband did bump the curb during their
rental. We explained the size of damage we would consider wear/tear and
how our branches all use the same tool to measure
this. She asked us to go
through her estimate line by line so she could understand what the charges
were. At the end of the call she was satisfied with the explanation to
resolve this issue. She said she would be renting from us again, but
would make sure to get an SUV next time.
***
Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted] ...
[redacted] [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]The manager has not refunded me the full amount.
Complaint: [redacted]
I am rejecting this response because I was not given the option to keep the contract as it was written for the 2015 Dodge Journey.
Regards,
[redacted] And [redacted] [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]
Hello, can I please get more details on the situation, I just received access to this complaint and not able to see the previous inquiry dated back in January. I will be happy to assist once I get access to the information.
I spoke to Mrs. [redacted] Apologized for the ongoing inconvenience and processed the $40.00 refund just nowAsked Mrs. [redacted] to give 2-3 business days for it to reflect in her account and offered my cell phone number to follow up but she did not take it.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending 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.
Regards,
[redacted]
Revdex.com,
After speaking with Mrs.
[redacted] about her concern, there was a misunderstanding as to the
reason for the change in monthly payment. The payoff for the customer's
original loan was higher than was reflected on
the paperwork. When this happens the options are to
correct the difference (adjust the amount financed) or to void the sale
and return the vehicle and money to the correct parties. In
speaking with Mrs. [redacted] she has opted to void the sale.
If you have any
additional questions please contact me.
Nic M[redacted]
Group Car Sales Manager
New Mexico*El Paso*SW
Colorado
###-###-####
Please accept
this correspondence as our response to the complaint filed by the customer. The
customer rented a 2015 Chrysler Town & Country from EAN Holdings, LLC’s
(“Enterprise”) St. Michael’s Drive rental location in Santa Fe, NM on September
19, 2015. This office handles...
damage recoveries for Enterprise rental
vehicles.
At the time
of rental an inspection was completed in the presence of the customer and the
vehicle was determined to be rented with no existing damage. This
was confirmed by the customer by her initialing no damage on the face of the
rental agreement.
Upon return
of the rental vehicle on September 28, 2015, damage to the undercarriage of the
vehicle was encountered. The customer indicated that she had been “TRAVELING WEST ON HWY 2 AND THERE WAS A TIRE IN THE
CENTER OF HER LANE. OBJECT WAS UNAVOIDABLE DUE TO ONCOMING TRAFFIC AND CUST MAN
AGED TO RELEASE THE STUCK TIRE BY DRIVING ONTO SMALL CURB TO THE RIGHT”.
At that time a damage report was initiated. An independent estimate was
completed. Damages to the rental vehicle were assessed at $744.99.
Pursuant to section 6 of the rental agreement
executed by the customer, she accepted “
responsibility for damage to, loss or theft of, Vehicle, Optional Accessories
or any part or accessory occurring during the Rental Period regardless of fault
or negligence of Renter or any other person or act of God ”.
On
October 23, 2015, the customer called in to discuss the claim for damages and
the extent of damage to the vehicle. At that time she confirmed that the loss
had occurred due to running over a tire and then running over a curb to
dislodge it.
Based
on the rental agreement signed by the customer, she is responsible for
reimbursement of the damages in the amount of $744.99.
Thank you for
your consideration in this matter. Please contact the undersigned should
you have any additional questions.
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
Good afternoon,We have received and reviewed this customer's complaint. Our General Manager and Car Sales Manager will be meeting on Monday 9/26 to discuss this complaint. We will send a follow up then. Please feel free to contact us with any further questions. Thanks, Tony
[redacted]- Leo A[redacted] the Group Rental Manager for this area explained that we followed protocol for any damages in dispute for this claim. We looked over previous rental contracts and none show damage to the vehicle. His Area Manger has spoken with the customer and explained the reasons for the...
claim. If the customer has any further questions regarding this matter, please have him reach out to us.
Our Area Manager has reached out to this customer. The Area Manager stated that he will refund 1 day to the customer. If the customer has any further questions, please have them reach out to us. Thanks
[redacted] – James B[redacted] the Area Manager for this branch called this customer. James refunded the customer the full amount. The customer is happy with the result and was advised to call us with any other issues.
[A default letter is provided here which indicates your acceptance of the business's...
response. If you wish, you may update it before sending 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.
Regards,
[redacted]
This complaint was resolved on 10/7/2016. Thank you for your assistance.
Ms. [redacted], Thank you for your email regarding your concern on your recent rental with us. I show our Area Manager for that rental location has been in contact with you on the afternoon of 7/10/17 via email after a few unsuccessful phone contact attempts to...
discuss your reservation/rental with the explanation of charges. I hope he was able to clarify any misunderstanding that you might have had regarding your charges. If there is still concerns please do not hesitate to reach out directly to him with his contact information he provided your email conversations. Thank you