Enterprise Leasing Company of Philadelphia

The manager (Anthony N***) of Enterprise Car Sales in Pennsauken,? NJ has spoken to the customer, *** *** regarding trading in the *** *** that *** *** purchased from Enterprise Car Sales back in February 2016.? The process of trading this car in
should be completed over the first half of July 2016.? ? ? ? ? ? ?

The? Area Manager has spoken to the customer and has continued our stance to pursue the customer for the damages incurred on the rental vehicle.? The Risk Manager and Area Manager has done all the necessary and required research to validate this is a legitimate? claim and due from the
customer.? ? ? ? ?

*** ***:? Re: Revdex.com of Metro Washington DC & Eastern Pennsylvania complaint #***? We make every effort to err on the side of the member in every situation possible because providing great customer service is what we strive to do each and every day.? As a result, we
have chosen to close the claim file related to the damage and not pursue the member any longer for the $1,deductible.? In your Revdex.com complaint, it appears you may have noticed damaged on other rental vehicles but failed to properly report the damage.? The step of reporting damage is imperative? Enterprise CarShare makes every effort to ensure a damage-free and clean fleet of vehicles for our valued members.? ? As stipulated on your welcome packet, key card, confirmation emails, and Membership Agreement, we ask members to “Take Before You Drive.”? Simply put, due to the nature of the carshare model, it is your responsibility to inspect the vehicle for damage and report any findings to our 24/Member Services team at (***) ***-*** before driving away to avoid being held responsible.? Examples of damage include but are not limited to scratches that exceed inches in length, dents that exceed inches in diameter, glass, rim, and/or undercarriage damage.? Your account indicates that you rented a Chrysler Town and Country from the *** *** *** - Brooklyn - *** Building on 6/18/16.? Following your reservation, a member reported damage to the rental vehicle prior to or at the start of their reservation.? Our records reflect that you did not report any pre-existing damage to our Member Services team.? At the time the claim was written, we have determined that the damage reported by the member after you exceeded the parameters mentioned above and have written a claim using your Member ID.? Your internal reference number, also known as the claim number, is ***.? The cost of repair for the reported damage was $1,? We would like to take this time to thank you for being an Enterprise CarShare member.? ? Sincerely,? Adel K***Branch Manager ??" NY MetroEnterprise CarShare

Good Morning - My understanding is that the Manager of this location, Brent L***, has recently spoken to the client and this matter has been resolved.? If that is not the case, please let me know so I may further research.? Thank you,Patrick

[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 Area Manager has never contacted meEnterprise's response is a total fictionThe only contact that I've had from Enterprise was the letter that they sent me, wrongly accusing me of damaging their carThey have profited from a claim
Regards,
*** ***

Our Area Manager spoke to *** *** and refunded him the hourly upgrade charge.? Total refund is $164.50.? The issue was successfully resolved

The branch manger spoke to the customer and confirmed he did not rent the vehicle.? We are transferring the rental bill to the correct rental.? We apologize for the inconvenience

TO: [redacted] Raiche
class="Apple-tab-span" "white-space:pre"> The Revdex.com
RE: Customer Information: [redacted] [redacted] [redacted] [redacted] Daytime Phone: ###-###-#### Evening Phone: ###-###-#### E-mail: [redacted]
Dear [redacted],
We appreciate you bringing this matter to our attention, and upon hearing this, have reached out and contacted **[redacted] We have been playing phone tag with him and returning voicemails We have already refunded **[redacted]'s credit card for the $110.00, and our Area Manager [redacted] is still following up with **[redacted] to ensure that he is satisfied with the outcomeI appreciate you giving us this information so that we may rectify the situation with our customerWe consider this matter resolvedThanks,
[redacted][redacted] Solvason
Regional Controller
Enterprise Rent-A-Car
Chadds Ford - 17AA
WILMINGTON WEST CHESTER PK
Chadds Ford, PA 19317P: ###-###-####
F: ###-###-####
E: [redacted]
www.enterprise.com

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
I would like a formal letter from Enterprise explaining how they plan to resolve this issue.   As I experienced first hand this company has questionable business practices and quite frankly I do not trust just a phone conversation   I would like documentation      Thank you  [redacted]
Regards,
[redacted]

The manager of this location, Zach B[redacted], has attempted to contact the client and left a detailed voicemail addressing his concern and asking him to call the Enterprise location back at ###-###-####.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: I never disagreed with the fact the car had damage to it. Like I said in my complaint the company and my husband agree with making payments for the damage to the car. I had insurance as well that was going to cover some cost. My problem was they agree to let us make payments than turned around four days later and withdrew the money from my card. Now from my understanding there policy with the company is that you are allowed to make payment the Rep told my husband this that day of the return. So when they went back into my account without permission they overdrew my account. Now had the customer service rep told us they were going to take it out my account we would have been prepared for such. Also someone from the company name [redacted] called my husband and I on Saturday 2/22/2014 right after me filing this complaint and he told me that the money would be in fact returned to my card because they like to do good business. I also explained  to him what happened and how over the phone as well as my husband and he told booth of us that they would return the money to my car for my inconvenience in this situation. He was suppose to call me back on Monday 2/24/2014 to confirm that everything was done. This just seems to me like bad business done all the way around!      
Regards,
[redacted]

Good morning!
At Enterprise Rent a Car we place great value on customer service and exceeding our customer's expectations.  We thank Mr. [redacted] for his feedback concerning his rental experience out of our Bensalem location.
After receiving this file we re-opened...

our claim investigation with our Risk Department and the Area Manager who previously spoke to Mr. [redacted].  Given the circumstances around the damage in question and the details concerning the timeframe Mr. [redacted] had the vehicle, we have decided to close this claim down as a matter of customer service.Our Damage Recovery Unit is issuing a refund of the $500 deductible previously paid to them by Mr. [redacted].  At this point we consider this claim resolved due to the refund and the claim closure.  We apologize for any inconvenience this has caused him and again we appreciate his feedback concerning his rental out of the Bensalem Enterprise office.
Regards,
Paul S[redacted], Regional Controller

ELCO Representative, Julie S[redacted], will be reaching out to Mr. [redacted] today regarding the resolution for this claim.  The Enterprise customer who hit Mr. [redacted] has been fully cooperative throughout this process and her insurance company has accepted full liability for damages.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If 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 untrue. I 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]

Hi [redacted],
You were contacted recently by our Area Rental Manager Derek H[redacted], we have refunded the deductible you were charged and will file a claim through your [redacted] card. If you have any further questions or concerns please feel free to reach out to me thank...

you.























Christen R[redacted]

Regional
Business Manager

###-###-#### office
###-###-#### cell
###-###-#### fax

[redacted].com

[redacted]
Pennsauken, NJ, [redacted]

enterpriseholdings.com

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 needs. Regards, Paul S[redacted], Regional Controller Joe, Fyi on us working on this Revdex.com complaint #10467935. We do not recognize what the customer is seeing and need more time to resolve.  We have been in contact with this customer. From:S[redacted], Paul * Sent: Friday, April 03, 2015 10:12 AMTo: [redacted]Subject: RE: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania complaint #10467935. [redacted], 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 vacation. We are working on it.  I do not see 2 sales on our end so that is why there is not a clear cut solution. Thanks, Paul

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
The Area Manager has never contacted me. Enterprise's response is a total fiction. The only contact that I've had from Enterprise was the letter that they sent me, wrongly accusing me of damaging their car. They have profited from a false claim.
Regards,
[redacted]

[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]

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

[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]