Enterprise Leasing Company of Philadelphia

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

[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]

Enterprise Rent-A-Car prides itself on delivering exceptional customer service, and strives to ensure that every customer not only has a great experience but will...

become a repeat customer who will patronize our business again and again. 
We have reviewed our customer **. [redacted]'s inquiry regarding the damages to the vehicle that she rented.  There was a change in condition of the vehicle, from the agreed upon condition at the time of rental pick up and when it was returned to us.  At the time of the return, upon check in, we found damage to the rear passenger side bumper.  There was a puncture and some significant dents on the corner, along with some scrapes and scuffs.  We pride ourselves in providing our customers with a quality product and exceptional service, and as such, have a check in process to ensure that every car comes back to us in the same condition it was given to our customers.
Sincerely,
[redacted]
Regional Controller

We have reviewed the customer's contention, however we do disagree with that contention. As a matter of customer service, we have elected to not pursue our customer for the damages.  We consider this matter closed.

The Area Manager spoke to the customer and we refunded an amount of $413.82 back to the customer's credit card.  Thanks

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

[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: 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 side. This was missed during the walk around by the agent or intentionally passed on to me when the vehicle was returned. NO FURTHER PAYMENT will be paid by me or my Insurance Company
Regards,
[redacted]

McAndress, Patrick IAttachments8:41 AM (3 hours ago)to me Heather,                Could you please add the attached photos to our complaint file for [redacted])?  That is what the customer is requesting. Thank you,Patrick

Our Area Manager, Christine T[redacted], has resolved the matter with the customer. The customer will pay $198.44 for the tire and we will wirte off the remainder of the balance for the customer as a matter of customer service.
This matter has been resovled.  Thank you.

I spoke to [redacted] regarding this complaint and we resolved the matter this evening.  I will be removing the alert message(or Do not rent) message from her name and phone number.  This will allow her to rent from [redacted], Alamo, and Enterprise in any city.  The file that was recording...

on our do not rent screen was from the year 2002 and regardless of the situation I did not feel it was warrant to have her profile restrict anymore.   In addition to this [redacted] paid a little more out of pocket for her rental with [redacted] roughly $122 verse our companies reservation that would have cost $106.  I agreed to pay [redacted] $50.00 for the inconveniences that she went thru on this last experience with our company.  A check will be issued this week and sent to the Texas address and again rental status is cleared and she is available to rent for all three of our brands.  If there should be any concerns on this matter please reach to me at [redacted], this is my cell number. Scott

[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: Since this was an admin error caused by Enterprise and not me, I will not pay the November 2016 invoice. I will not pay nothing until this issue is resolved, if Enterprise Carshare will not remove this error causes by the call agent, then I will cancel this membership and make the account inactive.
Regards,
[redacted]

The customer has been contacted by Area Manager, Dan S[redacted], and was informed she is being refunded $239.78 for miscommunication regarding insurance coverages.  The refund will be processed today.

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]

We have elected to not pursue the customer for this amount.  The Area Manager has called and spoke to the customer regarding this claim.

We updated the file with the collection company and left the customer 2 separate voicemails trying to connect.  There is no longer a balance with [redacted] and [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

When I went in to pick up the passenger van, I was told that there would be a hold on my card. I checked that day and there was a $400 hold, which is reasonable and fine. My bill at that time was $800 (give or take a little). I signed up for roadside assistance which was another $3.99 per day. We had the van for a week and returned it in a timely manner. A week passed after the return and there was still no charge on my card for the balance. Two weeks passed and there appeared on my credit card transactions not one charge, but THREE, totaling over $5000. One in the amount of $2,400, another in the amount of $2000 and another for $900 (give or take). The $900 I did not dispute as it is my bill but when I called the first time to ask about the other charges, someone named Emily got on the phone and told me that the $2,400 will be reversed. Checked the next day and saw that it was but there was still an extra $2000 that was still pending. Called again and spoke again to Emily who adamantly denied that they charged me an extra $2000, never mind that I'm looking at my credit card statement and never mind that someone at my credit card company confirmed this charge. I asked her why they even put a hold that high on my card and she boldfaced lied and said that they had informed me when I picked up the car. No one there informed me of this. So, Emily lied and tried to make me, the consumer, the paying customer, feel like I was in the wrong. Not once did she apologize or tried to help me. Please keep in mind that they charged my card over two weeks later after I had already rented and returned the vehicle. They put the holds and charged me for my bill all on the same day. What business does that? The charges are now being disputed and handled by my card company. I posted this on facebook and several people have commented that they have had similar issues with this company. I checked again today and the extra $2000 is still on my statement. These charges will probably also have an adverse affect on my credit and relationship with the card company. This is a terrible inconvenience and Enterprise should be ashamed.

The refund of $157.86 was processed on 6/24/14 and [redacted] callled and left a message for [redacted] to let him know the refund was completed.

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 Mr. M[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

We have reviewed [redacted]'s claim in full detail including the pictures.  We feel this damage to our vehicle is minor in nature on the bumper and we have elected to not pursue for any damages.  We sincerely apologize for any inconvenience this has caused.