Enterprise Leasing Company of Philadelphia

Good evening!Thank you for the additional feedback regarding this case.? We still feel strongly about? doing what it takes to make? customer's experience exceptional.Upon receiving this rejection? the information was forwarded? to? the Area Manager? responsible for the Fairless Hills Enterprise location.? As an additional step? to resolve this case? and to completely satisfy *** ***'s request of only paying for days of optional? coverage, we refunded more days today,? 10/26/15.? This exceeds our initial offer of splitting the days of coverage as we had previously refunded days.At this point we consider this case resolved.? Again we thank *** *** for her feedback regarding her experience with our company and we welcome the opportunity to better serve her car rental needs in the future.Regards,Paul S***, Regional Controller?

[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: Enterprise Rent-A-Car's assertions are untrueI would ask that Mike K*** 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,
*** ***

Good Evening!
At Enterprise Rent a Car we place great value on customer service and
exceeding our customer's expectations.? We thank *** ***? for her
feedback concerning her rental experience out of our Bensalem location
Our Branch Manager? reviewed this file and upon
receiving it? refunded her credit card on file $for customer service.? He than called *** *** to notify her that the refund was done.As a result of their conversation and the fulfillment of the refund request, we consider this issue resolved.? Again we appreciate and value
the feedback as our goal is to provide outstanding service.Regards,Paul S***, Regional Controller

Enterprise Car Sales has contacted *** *** / *** *** on 1/31/17.? ? *** and *** have agreed for a settlement amount of $for the brakes.? Enterprise will be issuing the check for $to *** and *** on 2/1/17.?

This vehicle was returned to *** *** *** with a large dent on the hood - I have attached a picture for referenceThe manager of the Enterprise location contacted the phone number on file a couple times, and was able to speak with *** on the second or third try*** was adamant that the
damage must have occurred on *** lot, but our signed contract with *** states that the client is responsible for the condition of the vehicle until an Enterprise representative has had a chance to inspectThe vehicle was inspected on the morning of 7/21, and the claim process was then followed to Enterprise guidelinesThe matter is considered Paid in Full, so a claim does not need to be filed with the insurance company

The Area Manager spoke to the customer to rectify the misunderstandingAn agreement was reached.? Thank you

*** *** *** ***
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*** *** *** *** *** ** *** **
*** *** *** *** *** *** *** *** ***
*** *** ***My problem was resolved .***
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The client has been contacted by the Area Manager for this location and they discussed the claims process and the change of condition.? The vehicle was inspected at *** *** *** within hours of return, which we deem an acceptable amount of timeAdditionally, the vehicle was not moved prior to being repaired

[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,
*** ***

Good Morning - The Area Manager who oversees this location spoke to the renter's husband and agreed to process a refund of $250, which was keyed earlier this week.? My understanding is that this matter is now closed.? If that is not the case, please let me know so that I can continue to
follow up.? Thanks and have a wonderful day,Pat

[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 accept the determination to close the claim downHowever it should had never been opened.? Let there be no misunderstanding, the employees of Enterprise at said location acted in bad faith.? Attempting to pinned down on me this incident borders in malfeasance.? The fact the the company followed up with the farce, without due diligence, is concerning.? Enterprise seems to only assume a responsible position when outside entities get involved
Regards,
*** ***
?

From:? *** ***? Date: Mon, Dec 7, at 11:AMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #***.To: ***@myRevdex.com.orgHello *** ***This complaint has been
resolved and I'd like to withdraw itThanks

***,Thank you for reaching out,? sorry to hear that you had a negative experience with usJohn M*** our Area Manager spoke to you today and let you know that we will be refunding you for your rental, and we hope you will give us the opportunity in the future to give you a better service
experienceThe employees involved in the rental will be coached on the topic as wellDon't hesitate to reach out with further questionsChristen R***Regional Business Manager ###-###-####

Our Car Share Manager, Karen P*** has reached out to our customer to settle this issue.? We have extended a $additional credit on the invoice as a matter of customer service.? We apologize for the issues

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.? Thank you for all your efforts
Regards,
*** ***

The refund was issued for $of the $on 12/at 9amIt does take 24-48hrs to post to the accountFor the inconvenience I went ahead and credited the remaining $for a? full refund (that will take 24-hrs to post as well)I left a message for the customer? apologizing and my
contact phone number if they have any further questions.?

[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 Administratively Resolved]
? Complaint: ***
I am rejecting this response because: I called before the end of the reservation to inform them I had a medical emergency and needed an extensionI spoke to their representative Haseem and he informed me the reservation would be extended and that there would only be a $feeI returned the vehicle at approximately 6:pmI also informed their CSR department that the vehicle had a hazardous matter due to the back seat constantly falling down at every interval of my journey, which required for me to stop and secure it multiple times.? This situation was responsible for additional time being incurred.? After reviewing my account there were several charges from unknown locations of Enterrise which was far in excess of what was agreed upon.According to their policies and New York State Rental Law as long as I notified them before my extension expired I was not responsible for late feesTheir policy also states that if there are any hazardous conditions regarding the vehicle they are reponsible for delays the matter poses.I also informed Dustin T*** of their Member Services department regarding my experience regarding the defect inside the vehicle and the excess chargesUpon hearing my explanation he realized it was the appropriate action to take by refunding the funds to my accountExcerpt of email:? "I have refunded the late return feeTotal:($59.94) please allow up to business days for the refund to process with your bankI have notified the local team about the back seats not staying upI have added in driving credit to your accountIf you have any questions please call ***." I have been a loyal customer of Enterprise for a few years and I have always been mindful of returning the cars on timeIn this situation it seemed as if there was a lack of communication between departmentsAlso please bear in mind that once they made recompense regarding the matter I alerted your Revdex.com office via email, however it appears as if your department went forward on the issue anywayThank you.? 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 Administratively Resolved]
? Complaint: ***
I am rejecting this response because the Enterprise Rent-A-Car didn't provide the photo documents regarding the misalignment they described in responseI demand them to provide the photo documents as the photo documents provided by me don't show the damages as they listed in the response
Regards,
*** **

We will be looking into this and reaching out to our customer regarding this issue

Our Damage Recovery Unit found the client to not be at fault and the case was closedThe client is not being pursued for this damage.? Thanks,Pat