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: ***
I am rejecting this response because: vehicle was NOT retrieved or inspected within hours as reported....I was not contacted for at least hours after dropping vehicle at body shop, as arrangedPhotos were only provided (even though requested) as a result of this claimManager contacted me weeks after request to discuss issue, again, only as a result of this claim
Regards,
*** ***

Client has been refunded $already and this was worked out between *** and ERAC *** at *** is paying for some of the damages and we are taking care of some of it as well. Good to go. Derek K***Area Rental ManagerEnterprise Holdings

[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: ***
I am rejecting this response because: vehicle was NOT retrieved or inspected within hours as reported....I was not contacted for at least hours after dropping vehicle at body shop, as arrangedPhotos were only provided (even though requested) as a result of this claimManager contacted me weeks after request to discuss issue, again, only as a result of this claim
Regards,
*** ***

The customer has been contacted by Area Manager, Dan S***, and was informed she is being refunded $for miscommunication regarding insurance coverages The refund will be processed today.

Good afternoon!
At Enterprise Rent A Car we take customer service very seriously and we appreciate the feedback from *** *** concerning his rental out of our Oxford Enterprise location.
I am currently personally in contact with *** *** 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 *** ***'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***, Regional Controller

An employee at this location has spoken with the client and the refund is being addressed

*** *** did in fact rent this vehicle and purchase our optional protection products. It appears that *** *** allowed the vehicle to be driven by an unauthorized driver, who was not on the rental contract. It appears this unauthorized driver was the person who damaged the
vehicle. In this situation, the products that were purchased, were voided since the renter gave the rental vehicle to a person who was not eligible or allowed to be driving the rental vehicle. Our Risk Manager and Branch Manager have discussed this with *** *** already

Good afternoon!
**o-fareast-theme-font: minor-latin; **o-ansi-language: EN-US; **o-fareast-language: EN-US; **o-bidi-language: AR-SA">At Enterprise Rent A Car we take customer service very seriously and we welcome the opportunity to discuss ***'s feedback concerning her rental car experience out of our *** *** location
Our company opened up an internal investigation to research the damage in question based on interactions *** had with our Damage Recovery department. Based on the investigation we found that the damage in question was previous to ***'s rental contract with our company. As such we have closed down the claim and are not holding *** company liable
Our Area Manager emailed *** to notify her of this decision and also refunded the $deductible back to her account on May 15th. A letter was also sent out by our Damage Recovery department on May 16th to *** which also served as notice the claim was closed Based on the closure of the claim, the correspondence sent and the $refund we consider this issue resolved
We appreciate the feedback provided by *** as we place great emphasis on excellent customer service. We are regretful for any inconvenience this may have caused her and we'd welcome the opportunity to show *** the Enterprise difference during any future car rental needs she has
Regards,
*** ***, Regional Business Manager

After further review, our Risk Manager, Kathryn D***, determined the branch employees did not follow proper procedures for handling damaged vehicles. While our records indicate the damage was not present before the rental took place, the fact that our procedures were not followed at the branch, we are not pursuing the customer for the damages. We apologize for the issues the customer incurred during their rental

[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 ***, and find that this resolution is satisfactory to me.
Regards,
*** *** PS thanks for your intervening on this matter, if you hadn't, it couldn't have been resolved amicably, thanks again...pl

Good Evening!
At Enterprise Rent A Car we place great emphasis on customer service and we appreciate the feedback submitted by Jeff S*** in regards to his rental experience at our Wayne location
Upon receiving this complaint our Area Manager called *** *** to review
his concerns about his damage claim with our company. He also reviewed previous transactions for the vehicle related to this claim and found no previous damage documented. As a result of their discussion we agreed to waive and refund $to *** ***, which is a portion of the claim total as a means of customer service.
Based on our write off and the result of our Area Manager's discussion with *** ***, we consider this issue resolved. Again we appreciate his feedback as we place great value on exceeding our customers' expectations. As such we would welcome the opportunity to handle any of his future transportation needs
Regards,
Paul S***, Regional Controller
###-###-####

Please be aware that I sent *** *** of the Revdex.com an email earlier today to inform her of the resolution of the matterThank you.Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

[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: ***
I am rejecting this response because:I did not create these scratches I pointed them out to the employee (Eric S***) who was doing the car inspection with me and he told me not to worry about them as they were not bigger than I golf ball and in PA thats ok, thus he did not record on the rental agreement that the scratches were presentI have discovered that the enterprise employee, that carried out the car inspection with me, Eric S***, was a trainee and it had been his first week on the job and therefore clearly did not know what he was doingFurther to this fact that the Eric S*** was not well trained or knew what he was doing I had been denied the day before a rental car at the Newtown location as I didn't have my passport on my person as I was driving with an overseas drivers license, but Eric S*** the employee at the Spring Garden location said it didn't matter and he didn't need to see my passport, thus not following company rules that it is necessary to view a passport from the driver with an overseas licenseIn addition, the car had only just been return to the rental shop location before I took the car, it was not cleaned properly and had only 1/tank of gas, I had to wait for the outside of it to be washed, I don't believe that the inspection from the previous renter was carried out throughly and the condition car was not recorded accuratelyThis information is being used against me and enterprise won't provide me with the previous rental agreement with the personal information removed or my final inspection report so I can view the evidence against me myselfI would like copies of these and have been told I can't unless I get lawyers or my insurance company involved in this dispute.
Regards,
*** ***

[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 ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

As a matter of customer service, we have elected to close down this claim. The fact that we took us days to get this car to the shop is not acceptableI apologize for the inconvenience this matter has caused.Thank you,Drew C***Regional Controller

The Area Manager, Hara L*** spoke to the customer and agreed to remove the administrative fees from the billWe will only pursue for the damages

Good evening!
At Enterprise Rent a Car we place great value on exceeding our customer's expectationsWe thank *** *** 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 *** ***
about her concernsUnfortunately he has not received return correspondence from her after leaving messagesIf there is a method of communication she prefers please let us know
We hope that *** *** can contact MrM*** at her convenience so he can listen to her concerns and address them at that point
We look forward to hearing from *** *** as soon as possible so we can properly handle this case
Regards,
Paul S***, Regional Controller

We have made a settlement on this claim with *** *** ***. All administrative costs have been waived. The total for the damages of $has been settled by splitting the chargesThe $
deductible will be and has been paid, we will internally write off the remaining $on our end. Please let me know if you have any questions. Scott *** *** ***?*** *** * * ** * *** *

Revdex.com of Metro Washington DC & Eastern Pennsylvania:
Re: Complaint #***
Enterprise CarShare is an automated program that allows approved
members to rent vehicles by the hour or by the day. Due to the nature of the business model, we
do not physically
verify the member’s driver’s license information at the
beginning of every reservation.
Therefore, we require members to use our online form or visit an
Enterprise location in-person on an annual basis to re-verify their driver’s
license information. We do this to
ensure that we have the most accurate information on file
In order to be fully transparent and to ensure our member’s face no interruption
to their membership with us, we email member’s asking and reminding them to
re-verify their driver’s license information.
This may include sending multiply reminders via email over the course of
to days
On Thursday, September 22, at 5:PM EST, *** *** did
send an email to the local Branch Manager.
On Monday, September 26, 2016, her driver’s license information was
re-verified successfully and any driver’s license holds that were placed on her
account were lifted. Her concern was reviewed
and addressed with in two business days of receiving her email. In addition to our response to this Revdex.com
concern, we also emailed *** *** and informed her of the aforementioned
which she replied to, saying, “’thank you.’”
With this said, we consider this concern resolved. As always, we thank *** *** with
bringing her concern to us and are happy we were able to assist her with this
matter in a timely fashion
Thank you,
Adel K***,
Branch Manager
Enterprise CarShare
New York Office

[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: ***
I am
rejecting this response because:I have yet to receive correspondence from the Company
Regards,
*** ***