Enterprise Leasing Company of Chicago

Branch Manager [redacted] has been working with Jose, the manager at the [redacted] location, and both agreed to refund the customer $109.00, for a total of $ This will take care of the customer's out of pocket expense for the rental vehicle We hope that this is a satisfactory resolution for our customer, and we look forward to future business from Mr [redacted]

forwarded to the Area Manager for prompt review and resolution

We would like to apologize for the inconvenience this has caused you Your information was incorrectly sent to collections with a balance of $You have been removed from collections and no longer have a balance with EnterpriseLet this message serve as proof of your zero balance with Enterprise

Initial Business Response / [redacted] (1000, 8, 2015/07/17) */ I am unaware of any violations that were incurred regarding this complaintRental procedure and policy were followed during the duration of the rental processAs far as any fees associated; they are handled by our violations department and there is not much notification if/when a violation occursWe will usually try to inform customers to make sure that they have their own working I-pass in the vehicle at the time, and if there is a violation or missed toll, to call it in within the day grace period to avoid any further charges or fees

I have left a message with the customer in regards to a resolutionWaiting in response from the customer Adam [redacted] area manager

Revdex.com - Can you please redirect this complaint to the group that oversees the Rockford,IL location? They are handled out of the Iowa group Our group does not oversee Rockford, and therefore cannot assist with this complaint Thank you!

After reviewing this information, the Area Manager has submitted the following response The Area Manager attempted to contact this customer by phone, but the voicemail box was full We believe that the confusion lies in that ELCO was only covering 80% of the customer's rental The rental was $26.99/day plus tax (the renter was to cover 20% of this each day) A settlement was made and the last day was set for the 21st which left her responsible for full days out of pocked since she returned on the 23rd She was also responsible for $16.50/day for the entire rental since she added our coverage for the rental There was never an additional $taken out, and we are unsure where that number came from The renter was charged a total of $438.92, which adds up A copy of the invoice was sent to the customer by the Area Manager, and the renter can feel to contact us with any additional questions or concerns Thank you!

After reviewing this account, our accounting team has reached out to collections to let them know this was an error The customer has been removed, and we trust this is a satisfactory resolution Thank you

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, Dan ***

We are sorry for any inconvenience this may have caused I have requested that the $Admin Fee be refunded due to your experience Please reopen the complaint should you not receive the refund within 2-weeks Thank you

I spoke with the Area Manager ( [redacted] ) and he stated that the refund was processed and the customer was satisfied with this resolution

Initial Business Response / [redacted] (1000, 5, 2015/09/11) */ Contact Name and Title: Paul [redacted] Area Manager Contact Phone: XXX XXX XXXX Contact Email: [redacted] @erac.com customer has been refunded $processed 9/11/

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, Shashi ***

The Regional Rental Manager who oversees the airport location in question attempted to call the customer, but there is no voicemail set up on their phone to be able to leave a messageWe show that the renter was charged for two days of rental plus a refueling cost and tollpass cost ($25)The final bill came to $after paying for the gallons of fuel We believe that the fuel charges may be where the dispute lies Unfortunately fuel needs to be replaced when renting a vehicle and is not covered by accidents and coverages We hope that this explanation will clarify the charges for the customer, however, if there are further concerns, we encourage the customer to reach out to our customer service team directly to connect him with the appropriate manager They can be reached at [redacted] Thank you

The Area Manager has contacted the customer directly to discuss this issue, and he has issued a refund in the amount of $ The Area Manager also provided his contact information to the customer so he can assist with any future rentals and make sure the customer is taken care of We hope that this resolution leaves the customer completely satisfied and returning to Enterprise!

After reviewing this concern, the Area Manager will be refunding the customer the requested amount We trust this will be a satisfactory resolution Thank you

Area Manager [redacted] spoke to the customer His understanding is that there was an issue with her miles being applied due to the wrong last name being used for several previous rentals Since we are unable to add miles onto the [redacted] plan, [redacted] instructed the customer to speak to [redacted] and see if they needed something sent over to verify her rentals so they could add the miles The customer refused, and hung up As of now, we are unable to assist her any further The customer has [redacted] direct contact information If she requires further assistance with getting her miles added on by ***, she in encouraged to reach out to [redacted] for assistance

Complaint: [redacted] I am rejecting this response because: Sincerely, Bethany [redacted]

The Area Manager delivered a vehicle to the customer's home at 8:30am this morning The customer's original vehicle is currently being evaluated at a local shop According to the Area Manager, the customer stated that his service was great, but that he will not consider the matter closed until the referenced employees are fired - in response to this, the Area Manager ( [redacted] ***) stated that this is something that will be handled appropriately, but internally

A check for the deposit refund is being sent today via *** The customer should receive it in the next several days We trust this will be a satisfactory resolution