Enterprise Leasing Company of Philadelphia

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] Complaint: [redacted] I am rejecting this response because: Enterprise Rent-A-Car's assertions are untrueI would ask that Mike K [redacted] attach any e-mail correspondence he sent to me regarding this complaint, as I have no record of receiving anything from him (I have checked my inbox and spam regularly, and eagerly anticipate his written correspondence)I have also made three phone calls to him, all of which went to his voicemail (I am happy to attach call records, if need be)Regards, [redacted]

Good evening! At Enterprise Rent a Car we place great value on exceeding our customer's expectations We thank [redacted] for her feedback concerning her rental out of our Bluebell location Our Area Manager has reviewed this case and has made multiple attempts to speak to [redacted] about her concerns Unfortunately he has not received return correspondence from her after leaving messages If there is a method of communication she prefers please let us know We hope that [redacted] can contact MrM [redacted] at her convenience so he can listen to her concerns and address them at that point We look forward to hearing from [redacted] as soon as possible so we can properly handle this case Regards, Paul S [redacted] , Regional Controller

[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] ***? PS? thanks for your intervening on this matter, if you hadn't, it couldn't have been resolved amicably, thanks again...pl

[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] ***

Our Area Manager, Chris N***, will be speaking to the client today to inform him that we will not be pursuing for the damage in questionA refund will also be processed today

McAndress, Patrick IAttachments8:AM (hours ago)to me Heather, Could you please add the attached photos to our complaint file for [redacted] ( [redacted] **)? That is what the customer is requestingThank you,Patrick

Good Morning,We have reviewed the complaint, and been in contact with ***We have reviewed the claim dispute he filed back in September as well as all the information given to us through this Revdex.com complaintWe have reviewed the vehicle history, our managers involvement in the process, and the notes in the claim and determined that the claim written is validPlease feel free to call me with any questions Christen R [redacted] Regional Business Manager ###-###-#### office ###-###-#### cell ###-###-#### fax [redacted] @ehi.com Admiral Wilson Blvd Pennsauken, NJ, enterpriseholdings.com

Enterprise Car Sales has contacted [redacted] / [redacted] on 1/31/ [redacted] and [redacted] have agreed for a settlement amount of $for the brakes Enterprise will be issuing the check for $to [redacted] and [redacted] on 2/1/

From: [redacted] ***< [redacted] >Date: Mon, Mar 16, at 10:AMSubject: Complaint # [redacted] To: [redacted] Hello, I wanted to provide you an update to complaint # [redacted] UPDATE: As of 3/16/15: Enterprise has decided to cease pursuing the damages to the rental carThanks, [redacted] ***

Good afternoon!At Enterprise Rent A Car we place great emphasis on exceeding our customers' expectations We thank [redacted] for her feedback regarding her experience out of our [redacted] location.As a result of this case we opened an internal investigation to research this claim [redacted] has been in contact with both our Area and Risk Manager We appreciate her assistance and we apologize for the inconveniences this has caused Situations like this are not typical of our company.We have responded appropriately and have handled her request in this file At this point we consider this issue resolved and again her feedback is appreciated Regards,Paul S [redacted] , Regional Controller

Good morning! At Enterprise Rent A Car we place great emphasis on customer service and we appreciate the feedback submitted by [redacted] in regards to her rental experience at our Springfield location Upon receiving this complaint our Branch Manager called Ms [redacted] to review her concerns about our sales practice and about the charges she incurred with our company Multiple calls have been made in attempts to speak with her about this case and we have not received any return phone calls to date We welcome her phone call as that would be the best way to address all of her additional concerns.The charges in question were for additional products she agreed to purchase at the onset of our rental agreement with her Messages were left with her throughout the rental on multiple occasions concerning the balance due for the additional products We have documented update calls placed on 1/29, 2/3, 2/12, and we received a call back on 2/ At that point Ms [redacted] notified us that should would like to sign off the additional products purchased and we indicated this would not be a problem, but she would have to physically stop in to update the contract She did not do so.At the close of the rental agreement on 2/we agreed to waive than write off days of additional product charges as a means of customer satisfaction for Ms*** The day write off was a courtesy since she indicated on 2/that she no longer wanted to purchase them So we accommodated that request, even though she did not stop in to sign off the coverage on the contract.Based on our process of keeping Ms [redacted] informed of her charges and the fact that we did not charge her for the last days of coverages, we feel we communicated well with her throughout the process to ensure that she was pleased with our product and service Our rental agents do not require the purchase of additional products as a means to rent a vehicle as that is not our company policy We appreciate her feedback as we place great value on exceeding our customers' expectations and we would welcome the opportunity to speak to her again about this concern Regards, Paul S [redacted] , Regional Controller 610-234-

[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.] Better Business Bureau: 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] ***

The Area Manager spoke to the customer and we refunded an amount of $back to the customer's credit card.? Thanks

[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, at this time She was very understanding and helpful Regards, [redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] Complaint: [redacted] I am rejecting this response because: the company did not contact me or my grandfather about this matter Also they only refunded us $after the manager told me he was going to refunded the additional charge of enterprise insurance for the entire time of the rentalWhich does not equal $ Regards, [redacted]

Good afternoon! At Enterprise Rent A Car we take customer service very seriously and we appreciate the feedback from [redacted] concerning his rental out of our Oxford Enterprise location I am currently personally in contact with [redacted] along with another one of our staff Accountants We are gathering backup from various bank resources to complete our internal investigation At this point in time we anticipate a resolution in the next few business days Again we appreciate [redacted] 's feedback as customer service is extremely important to us We apologize for the lack of communication and the time that it has taken to resolve this issue as this type of scenario is not typical of our company We look forward to servicing any of his future transportation needsRegards, Paul S [redacted] , Regional Controller Joe, Fyi on us working on this Revdex.com complaint #We do not recognize what the customer is seeing and need more time to resolve We have been in contact with this customerFrom:S [redacted] , Paul * Sent: Friday, April 03, 10:AMTo: [redacted] *Subject: RE: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania complaint #***, You may want to update the agent you work with @ the Revdex.com that [redacted] and I have been in communication each week since we received this We do not show a retrieval or chargeback submission for his account I’ve been waiting for him to get me his bank rep’s information so I can investigate this on his behalf I just received that this Wednesday and called both yesterday and today His rep is out until Monday on vacationWe are working on it I do not see sales on our end so that is why there is not a clear cut solutionThanks, Paul

We will not be shutting this claim down We have video proof of the customer backing into a pole on our lot and causing this damage He clearly knows what happens as he pulls to the side and gets out to look at the damage after he hits the pole Valencia R [redacted] , Area Mgr, will be contacting the customer today to discuss

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] ? Complaint: [redacted] I am rejecting this response because: I had a professional witness present tell me that the small indentation was older damage and again....couldn't be noticed unless the car was jacked up on its sideThis was missed during the walk around by the agent or intentionally passed on to me when the vehicle was returnedNO FURTHER PAYMENT will be paid by me or my Insurance Company Regards, [redacted] ***?

At Enterprise Rent A Car we take great pride in our customer service and we welcome the opportunity to address Mr [redacted] 's feedback regarding his rental experience out of our Exton location.Upon receiving this complaint we conducted an internal investigation to research the alleged damage claim After our Risk and Area Manager's review we found this damage was not pre-existing As such we still believe this is a valid claim and Mr [redacted] is responsible All customers are responsible for the condition of the vehicle until one of our agents has the opportunity to access the vehicle’s condition after return, per our signed rental contract We recommend that customers return to our locations so vehicle condition can be assessed immediately, but we’ll also state that they do have the option to return to the company they are currently dealing with as well should they choose to do so.Should Mr [redacted] have any further concerns, we welcome the opportunity to discuss this further We thank him for his feedback and for addressing his concerns.Regards, Paul S [redacted] Regional Controller

On January 13th, [redacted] went to the Enterprise Car Sales location on Byberry Rd and spoke with the manager Greg Arroyo.? ? Greg and Mr [redacted] talked about the [redacted] Versa and it was determined that Mr [redacted] can go to the local [redacted] dealer to have the car diagnosed and that it may be under powertrain warranty.? ? Mr [redacted] said he was going to remove this complaint with the Revdex.com.? ? ? Mr [redacted] knows he can reach back out to Enterprise Car Sales if there are any other issues.? If you have any questions, please let us know.?