Enterprise Leasing Company of Minnesota LLC

March 13, Revdex.com of Minnesota and North Dakota SRiver Ridge Cir Burnsville, MN ID [redacted] Ms***: This letter is in response to Ms [redacted] ’s complaint directed to your office on 3/6/ Enterprise rented a vehicle to Ms [redacted] on 2/20/Her reservation was for days from 2/20/to 2/23/picking up and returning to our Brooklyn Park, MN locationOn 2/she called our office to advise she needed to keep the rental longer and change the return location to Davenport, IAShe agreed to a $drop fee to change return locations and extend the daily rates for the additional days Ms [redacted] returned our vehicle outside of business hours on Sunday 2/in IowaThe returning location in Davenport did charge Ms [redacted] a miscellaneous charge (tow charge, detail, smoking, pets, etc) of $when the vehicle was checked in Ms [redacted] was upset over her charges when she showed up to the Brooklyn Park office on 3/5/The branch manager Steve advised her he would speak to the Davenport location to clear up the $miscellaneous charge that was showing up on her billWith Ms [redacted] in the office Steve spoke to the Davenport location and they said they would review the charge and get back to us On 3/6/we were able to determine the miscellaneous charge which was for double billing of the drop fee, and the amount of $was refunded back to her debit card immediately To summarize, Ms [redacted] was verbally abusive to staff as they attempted to resolve her concerns and fix the billing error that occurred due to the change in her rental plans and returning outside of business hoursWe have refunded Ms [redacted] for the incorrect charge, leaving only the original reservation rates and the agreed upon extension of days and drop feeWe consider this matter closed Please let me know if you have any further questions Sincerely, Joshua Krugerud Risk Manager

I am rejecting this response because: The manager is a liarI was taken into police custody over an old fine from an unrelated incident that was paid shortly afterThe girl was never arrested at allThe only hostile person was ***His Face got bright pink when he realized he was wrong so he snapped in a defensive manorAt the time I was supposedly getting angry and puffing my chest I was actually pretty calm staring at my phone while the girl did most of the talkingI would never act like thatI worked a job as a supervisor dealing with customers daily for over two yearsI understand yelling does not help and I would never act like that towards another person in a job with customer service Of course we were upset we just had $taken from us and after calling my credit card and alamo corporate they both said the charge can only be reversed at the locationAnother lie is him saying she was turned down by other rentals before going to himShe never tried to rent from other companies because she had already used alamo twice in June and July and wanted to continue using their businessHis employee [redacted] handled the previous rentals and was always very niceThe only reason there was an incident of the credit card is because we were misinformed on a previous rental where [redacted] stated it didn't matter who ran a card as long as it's charge goes through [redacted] looked upset with her own manager because he was so rude and yelling at us when she had great interactions on previous rentalsHe is also lying about not saying not here I am always rightI couldn't make that upIt's hard to believe and I will never forget how unprofessional he was in handling a small mistakeIt's sad to see a person with horrible resolution skills be put in a management positionHis reply is a huge lie to cover the fact he doesn't have the qualities needed to interact with customers in a professional manor

This letter is in response to Ms [redacted] ’s complaint directed to your office on 12/06/ Enterprise rented a vehicle to Ms [redacted] on 8/29/We were informed by both American Family and Ms [redacted] that her vehicle was going to be repaired at MaacoWe were notified by American Family on 9/13/that they had terminated the rental as of 9/9/due to non-cooperation and the vehicle not being at the repair shopWe made many attempts to reach Ms [redacted] with little response or cooperation between 9/13/and 9/19/We made further attempts to reach Ms [redacted] on 9/20/& 9/21/and verified on 9/21/with American Family that they had not heard from Ms [redacted] or a repair shop on their requested informationAfter no response to Enterprise or American Family to resolve the billing issue or extension of the rental we had the vehicle towed back to an Enterprise locationI have reviewed Ms [redacted] ’s concerns over the damage claim and agree the repossession vendor we used did not notify Ms [redacted] of the damage in question, so we have closed our claim for damageTo summarize, Enterprise has closed its claim for damage, but we do stand by the rental charges Ms [redacted] incurred and believe any dispute over charges is between Ms [redacted] and her insurance carrier American FamilyI hope this resolution is satisfactory to Ms [redacted] Please let me know if you have any further questions Sincerely, Joshua [redacted] Risk Manager

Enterprise has refunded Ms [redacted] day of rental chargesEnterprise was notified by the body shop the vehicle was at their location on 11/We had charged through that dayMs [redacted] stats that the vehicle was returned to the shop on 11/4, so we have refunded the charge for 11/We have spoken to Ms [redacted] and believe this matter has been resolved to her satisfactionThank you, Josh [redacted]

From the Branch Manager: Spoke with the customer Mrs ***She explained that she felt like Enterprise was charging her too much when she agreed to the price on the phoneAt the time she was dealing with a family emergency so she could not deal with the price in the fashion she had wantedAfter returning the car she tried to get a hold of someone to help her outShe made a couple attempts, but could not get through to a humanAfter receiving the note from the Revdex.com, I called Mrs [redacted] to see how I could help herShe explained that the cost was just too high, and that she felt like we could have somehow worked the price down a little bitWe came to an agreement that $would be a fair price based on the weeks at $week + $drop feeWe are all on the same page and I issued the refund back to the customer I did explain how the charges were higher because of the length of rental on a one way rentalShe understands the rates for one waysShe is satisfied

Final Consumer Response / [redacted] (2000, 5, 2015/08/04) */ you can cancel/close this complaintSeveral hours after I submitted it, Enterprise called and resolved the problem

My name is Dana [redacted] the General Manager of National/Alamo in Bemidji, MinnesotaI am disputing the above case as this is not at all what occurred that dayWhat happened this day in question was the customer came in and tried to rent from EnterpriseThey were denied a rental car from EnterpriseThe customer then walked over to AVIS, and AVIS denied renting to themAt that point the renters came to us at Alamo, [redacted] asked for a driver's license and credit cardThe lady wanting to rent the vehicle handed her the license and card [redacted] proceeded with the rental process and once she got to the payment option, swiped itShe realized that the name was different on the cardAt that point I said what we can do is put it in the gentleman's name since it was his cardAll we would need to do is have his driver's license and add her as an additional driverThe girls' response was well; he does not have his driver's license hereWe told them that was fine we could hold the car for them if they wanted to go pick the license upAfter some conversation, the girl tells us that he does not have a license at allI then responded with "unfortunately, we cannot rent a car to the person unless the license and card names match and the person is present." At that point, the couple left, and said they would be back [redacted] closed out of the rental and canceled itAn hour later the couple came in demanding a refund and I explained to them, that we do not put a hold on the cardThat would be done through Alamo corporate office, or the credit card company in which they received the card fromAs we do not place a hold on the cardThey did not like the answer, both parties became belligerent, and demanding a refundThen they stated that the customer is always rightI then replied back "Not here"I did not state "I am always right," as stated in the customer's statementI just stated that "At this location the customer is not always right." That is when they became hostile, and the gentleman puffed out his chest in a defensive manorThat is when I came out from behind the counter and asked them to leave as I do not tolerate that kind of behavior in my workplaceThe police were then called by TSAAt that point the police came and the two were hauled off to jailThe next day the girl came back to rent a car from Avis and were declined againThe airport authority has a no trespassing order in place for these individuals in question due to the behaviors they exhibited in the airport

From the Branch Manager: 
Spoke with the customer Mrs.
[redacted]. She explained that she felt like Enterprise was charging her too much
when she agreed to the price on the phone. At the time she was dealing with a
family emergency so she could not deal with the price in the fashion she...

had
wanted. After returning the car she tried to get a hold of someone to help her
out. She made a couple attempts, but could not get through to a human. After
receiving the note from the Revdex.com, I called Mrs. [redacted] to see how I could help
her. She explained that the cost was just too high, and that she felt like we
could have somehow worked the price down a little bit. We came to an agreement
that $876 would be a fair price based on the 2 weeks at $338 week + $100 drop
fee. We are all on the same page and I issued the refund back to the customer.
I did explain how the charges were higher because of the length of rental on a
one way rental. She understands the rates for one ways. She is satisfied.

I am rejecting this response because:
The manager is a liar. I was taken  into police custody over an old fine from an unrelated incident that was paid shortly after. The girl was never arrested at all. The only hostile person was [redacted]. His Face got bright pink when he realized he was wrong so he snapped in a defensive manor. At the time I was supposedly getting  angry and puffing my chest I was actually pretty calm staring at my phone while the girl did most of the talking. I would  never act like that. I worked a job as a supervisor dealing with customers daily for over two years. I understand yelling does not help and I would never act like that towards another person in a job with customer service.  Of course we were upset we just had $264 taken from us and after calling my credit card and alamo corporate they both said the charge can only be reversed at the location. Another lie is him saying she was turned down by other rentals before going to him. She never tried to rent from other companies because she had already used alamo twice in June and July and wanted to continue using their business. His employee [redacted] handled the previous rentals and was always very nice. The only reason there was an incident of the credit card is because we were misinformed on a previous rental where [redacted] stated it didn't matter who ran a card as long as it's charge goes through. [redacted] looked upset with her own manager because he was so rude and yelling at us when she had great interactions on previous rentals. He is also lying about not saying not here I am always right. I couldn't make that up. It's hard to believe and I will never forget how unprofessional he was in handling a small mistake. It's sad to see a person with horrible resolution skills be put in a management position. His reply is a huge lie to cover the fact he doesn't have the qualities needed to interact with customers in a professional manor.

Enterprise has refunded Ms. [redacted] 1 day of rental charges. Enterprise was notified by the body shop the vehicle was at their location on 11/5. We had charged through that day. Ms. [redacted] stats that the vehicle was returned to the shop on 11/4, so we have refunded the charge for 11/5. We have...

spoken to Ms. [redacted] and believe this matter has been resolved to her satisfaction. Thank you, Josh [redacted]

My name is Dana [redacted] the General Manager of National/Alamo in Bemidji, Minnesota. I am disputing the above case as this is not at all what occurred that day. What happened this day in question was the customer came in and tried to rent from Enterprise. They were denied a rental car from...

Enterprise. The customer then walked over to AVIS, and AVIS denied renting to them. At that point the renters came to us at Alamo, [redacted] asked for a driver's license and credit card. The lady wanting to rent the vehicle handed her the license and card. [redacted] proceeded with the rental process and once she got to the payment option, swiped it. She realized that the name was different on the card. At that point I said what we can do is put it in the gentleman's name since it was his card. All we would need to do is have his driver's license and add her as an additional driver. The girls' response was well; he does not have his driver's license here. We told them that was fine we could hold the car for them if they wanted to go pick the license up. After some conversation, the girl tells us that he does not have a license at all. I then responded with "unfortunately, we cannot rent a car to the person unless the license and card names match and the person is present." At that point, the couple left, and said they would be back. [redacted] closed out of the rental and canceled it. An hour later the couple came in demanding a refund and I explained to them, that we do not put a hold on the card. That would be done through Alamo corporate office, or the credit card company in which they received the card from. As we do not place a hold on the card. They did not like the answer, both parties became belligerent, and demanding a refund. Then they stated that the customer is always right. I then replied back "Not here". I did not state "I am always right," as stated in the customer's statement. I just stated that "At this location the customer is not always right." That is when they became hostile, and the gentleman puffed out his chest in a defensive manor. That is when I came out from behind the counter and asked them to leave as I do not tolerate that kind of behavior in my workplace. The police were then called by TSA. At that point the police came and the two were hauled off to jail. The next day the girl came back to rent a car from Avis and were declined again. The airport authority has a no trespassing order in place for these individuals in question due to the behaviors they exhibited in the airport.

Enterprise rented a vehicle to [redacted] on 8/28/16 with Ms. [redacted] listed as an additional driver. We have spoken to [redacted] to explain it was a holiday weekend which effected our business hours. Mr. [redacted] was not charged anything additional and he was completely satisfied after we spoke...

on 9//6/16. Thank you,

March 13, 2018
 
Revdex.com of
Minnesota and North Dakota
220 S. River Ridge Cir.
Burnsville, MN 55337
 
 
ID [redacted]
 
Ms. [redacted]:
 
This letter is in response to
Ms. [redacted]’s complaint directed to your office on...

3/6/18. 
 
Enterprise rented a vehicle
to Ms. [redacted] on 2/20/18. Her reservation was for 3 days from 2/20/18 to
2/23/18 picking up and returning to our Brooklyn Park, MN location. On 2/23 she
called our office to advise she needed to keep the rental longer and change the
return location to Davenport, IA. She agreed to a $135 drop fee to change
return locations and extend the daily rates for the additional days.
 
Ms. [redacted] returned our
vehicle outside of business hours on Sunday 2/25 in Iowa. The returning
location in Davenport did charge Ms. [redacted] a miscellaneous charge (tow
charge, detail, smoking, pets, etc) of $127.36 when the vehicle was checked in.
Ms. [redacted] was upset over her charges when she showed up to the Brooklyn Park
office on 3/5/18. The branch manager Steve advised her he would speak to the
Davenport location to clear up the $127.36 miscellaneous charge that was
showing up on her bill. With Ms. [redacted] in the office Steve spoke to the Davenport
location and they said they would review the charge and get back to us.
 
On 3/6/18 we were able to
determine the miscellaneous charge which was for double billing of the drop fee,
and the amount of $127.36 was refunded back to her debit card immediately.
 
To summarize, Ms. [redacted] was
verbally abusive to staff as they attempted to resolve her concerns and fix the
billing error that occurred due to the change in her rental plans and returning
outside of business hours. We have refunded Ms. [redacted] for the incorrect
charge, leaving only the original reservation rates and the agreed upon
extension of days and drop fee. We consider this matter closed.
 
Please let me know if you
have any further questions. 
 
Sincerely,
 
 
Joshua Krugerud
Risk Manager

Initial Business Response /* (1000, 5, 2015/07/23) */
We are in receipt of your complaint submitted by Ms. [redacted] where she disputes responsibility for the above noted claim. We appreciate having an opportunity to investigate this matter further.

Ms. [redacted] rented a 2015 Ford Fusion on...

March 25th, 2015 and returned the vehicle on April 3rd, 2015. During the return process damage was noted to the rear bumper. Mr. [redacted] told the agent that he was unaware of the cause of the damage. We brought the vehicle to [redacted]'s Collision for repairs.

Ms. [redacted] contacted our office on April 30th, 2015 to dispute the damage in question. As such we performed a vehicle history investigation by reviewing prior rental agreements and claims history, and did not find any prior damage noted to our rental vehicle. The picture Ms. [redacted] cites was taken during repairs which require the bumper to be removed. We also included a photo of the vehicle in the state of return which was provided to Ms. [redacted] and her insurance carrier.

Our total damage was 963.30. This included property damage of $751.70, $100 Admin Fee, $36.43 Loss of Use and $75.17 Diminished Value. As a customer service issue we waived any fees associated with this claim and are only requesting to be reimbursed for the cost we paid the shop to fix this damage. Ms. [redacted]'s insurance carrier reviewed the claim and has paid the claim less their deductible.

Enterprise stands by the decision to seek reimbursement for this damage as both Ms. [redacted] and Enterprise thoroughly inspected this vehicle and both parties agreed it was damage free when she took possession. While Ms. [redacted] may not have directly caused the damage, the damage in question occurred while in Ms. [redacted]'s care.

Should you require any additional information, please do not hesitate to contact our office.

Sincerely,
Josh [redacted]
Risk Manager

I am rejecting this response because:    Enterprise credited our account $19.26, then mailed us a bill for $ 38.52.  Called "Josh", who said it was a "computer problem" and said "don't pay it".   Rented car from Mankato, "Josh" called from Duluth, bill said remit payment to Eagan.       ?????        Waiting to see what happens next.

I am rejecting this response because:I had to contact Davenport myself and there was no verbal abuse to any employees ... The manager Steve continued to tell me to get the f out his office several times and argued with me and defamed my character saying I probably smoked the car out . Then I contacted the facility in Davenport and only after they did not know what Steve was talking about did he speak with Davenport. He called the police to have me removed before any call to Davenport was made to investigate the charge. In addition there were to be 2 rental agreements . One was for 3 days which one card was charged 364 which 200 was for deposit . The rental was 34$ per day plus 18.99 Insurance plus 5% discount .....the second agreement was made on the 23rd for 1 day 374 wss charged to my card 34$ for the day plus 18.99 Insurance and 130. Drop fee ...and 200 deposit ...Steve agreed that I could return the car after hours and removed the fee for the extra day before the rental was returned which was agreed upon when I made the second reservation. Steve was argumentive and unwilling to even find out whay the charges where until I refused to accept not looking into it ...I called Davenport myself and their manager forced Steve to get on the phone...Steve never even mentioned the miscellaneous charge until after he called the police and accused me of smoking weed .defaming my character.

This letter is in response to Ms. [redacted]’s complaint directed to your office on 12/06/16.  Enterprise rented a vehicle to Ms. [redacted] on 8/29/16. We were informed by both American Family and Ms. [redacted] that her vehicle was going to be repaired at Maaco. We were notified by American...

Family on 9/13/16 that they had terminated the rental as of 9/9/16 due to non-cooperation and the vehicle not being at the repair shop. We made many attempts to reach Ms. [redacted] with little response or cooperation between 9/13/16 and 9/19/16. We made further attempts to reach Ms. [redacted] on 9/20/16 & 9/21/21 and verified on 9/21/16 with American Family that they had not heard from Ms. [redacted] or a repair shop on their requested information. After no response to Enterprise or American Family to resolve the billing issue or extension of the rental we had the vehicle towed back to an Enterprise location. I have reviewed Ms. [redacted]’s concerns over the damage claim and agree the repossession vendor we used did not notify Ms. [redacted] of the damage in question, so we have closed our claim for damage. To summarize, Enterprise has closed its claim for damage, but we do stand by the rental charges Ms. [redacted] incurred and believe any dispute over charges is between Ms. [redacted] and her insurance carrier American Family. I hope this resolution is satisfactory to Ms. [redacted]. Please let me know if you have any further questions.  Sincerely, Joshua [redacted] Risk Manager

Final Consumer Response /* (2000, 5, 2015/08/04) */
you can cancel/close this complaint. Several hours after I submitted it, Enterprise called and resolved the problem.