Enterprise Leasing Company of Philadelphia

Christine T[redacted], the Area Manager that oversees the Trenton Mercer Airport called [redacted] on 6/26 and discussed the qualifications to rent from our airport and home city locations, explained the misunderstanding and [redacted] plans to rent with us the weekend of 7/3/15.

Good afternoon,Our Area Manager, Mike K[redacted], has been in email and voicemail communication with the customer to try to discuss and attempt to resolve the customer's concerns.  However, attempts to speak directly have been unsuccessful.  We want to address the customers concerns.  I...

encourage the customer to call Mike K[redacted] directly at [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 wife's experience at our West Chester location.Upon receiving this file our Area Manager contacted [redacted] to discuss her transaction at the West Chester office.  As a result of their conversation he agreed to write off and refund the $89.98 charge.  The refund was processed on 4/3/15.
As a result of their conversation and mutual agreement about the refund, we consider this issue resolved.  Again we appreciate the feedback as our goal is to provide outstanding service.  We would welcome the opportunity to service any of [redacted] or [redacted]'s future transportation needs.
Regards,
Paul S[redacted], Regional Controller

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]

[redacted]
[redacted]
[redacted]
[redacted]
I received payment. Please close opened case.Thank you [redacted]
[redacted]

Good afternoon! At Enterprise Rent a Car we place great value on exceeding our customer's expectations.  We thank Mr. [redacted] for his feedback regarding his experience with our Elkins Park location.Upon receiving this complaint we contacted our Credit Card Department to investigate the...

funds in question.  After finding out that they did not see any activity our Branch Manager called Mr. [redacted].  This is standard procedure so we can three way conference with our customer and their bank representative to discuss any questions about deposits, authorizations, refunds, etc.  Our Branch Manager offered to do this today when calling Mr. [redacted].  Based on their conversation, we were notified that the issuing bank already released funds back to Mr. [redacted]'s account prior to their conversation.At this point we consider this issue resolved since the funds have been returned from the temporary hold that was previously placed on them.  Again we thank Mr. [redacted] for his feedback and we welcome the opportunity to service any of his future transportation needs.Regards, Paul S[redacted] Regional Controller

Dear Revdex.com,
We thought the refund was done at the time of the complaint and investigation.  We have refunded **. [redacted]'s [redacted] card early last week, and I have included a copy of a screen shot from our rental system below.   We consider this matter now closed, and apologize for the inconvenience.
[redacted]
Regional Controller
 
KEYSTONE CLOSED TICKET PAYMENTS D352398 - 1701  RENTER - [redacted]
(History of Payments Made After Ticket Was Closed)
SO BR Date Cust # Paid By Amount Emp # Comment
CR 01 3/03/14 CCARD [redacted] 500.00- [redacted]

Enterprise Car Sales has contacted [redacted] / [redacted] on 1/31/17.   [redacted] and [redacted] have agreed for a settlement amount of $228.13 for the brakes.  Enterprise will be issuing the check for $228.13 to [redacted] and [redacted] on 2/1/17.

Good Morning!
At Enterprise Rent A Car we place great emphasis on exceeding our customers'
expectations.  We thank [redacted] [redacted] for his feedback regarding his rental
experience at our [redacted] location.
Our Area Manager contacted [redacted] [redacted] to discuss...

his
transaction at the [redacted] office.  As a result of their conversation
he agreed to write off $450.00 of the charges in question.  The rental contract was closed on 7/16/15.
As a result of their conversation and the write off of $450, we consider this issue resolved.  Again we appreciate the feedback
as our goal is to provide outstanding customer service.  We would welcome the
opportunity to service any of [redacted] [redacted]s future
transportation needs.
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]

Good afternoon!
At Enterprise Rent A Car we take great pride in providing excellent customer service.  We thank [redacted] for her feedback regarding her experience with our Prospect Park location.
Upon receiving this complaint our Area Manager contacted [redacted] to review...

her concerns.  After researching this case our Area Manager notified [redacted] that $150 was refunded to her [redacted] account on 11/5/15.  He also requested that we issue an additional refund of $66.67.  Check number [redacted] was issued on 11/9/15 in the amount of $66.67.As a result of their conversation and the issuance of two separate refunds, we consider this case resolved.  Again we thank [redacted] for her feedback as our company places great value in exceeding our customers expectations.  We welcome the opportunity to service any of her future transportation needs.
Regards,
Paul S[redacted], Regional Controller

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

We have spoke to the customer and we have decided to no longer pursue the customer for the damages incurred on the rental car.  Our service with [redacted] was not up to our standards and because of this, we will not be charging this to him.

Good afternoon!
At Enterprise Rent A Car we take customer service very seriously and we welcome...

the opportunity to discuss [redacted]'s feedback concerning his rental car experience out of our [redacted] location.
Our Area Manager called and spoke to [redacted] to discuss his concerns after receiving this file.  As a result of their conversation our Area Manager agreed to refund a portion of the rate from $41.99 to $28.50 per day.  The refund for the difference plus applicable taxes was $451.64 and was processed on 5/15/14.  He also apologized for the miscommunication during [redacted]'s rental process. 
As a result of their conversation, we consider this issues resolved.  We thank [redacted] again for his feedback and we welcome the opportunity to service his future car rental needs.
Regards,
[redacted], Regional Business Manager

[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]

---------- Forwarded message ----------
12.8000001907349px; font-family: arial, sans-serif;">From: [redacted]<[redacted]>Date: Mon, Mar 16, 2015 at 10:01 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 car.
Thanks,
[redacted]

Hello - Please provide more information regarding your claim, as well as the 'proof of error' that you are referring to in your complaint. I would be happy to review further once that is submitted.Thank you,Patrick

[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 Enterprise continues to act in bad faith.   Enterprise continues to treat me unfairly.  Enterprise continues to take unfair advantage of a customer who had no choice but to rent from Enterprise.  The response of Enterprise fails to address my complaint.  Enterprise merely says that it considers the issue to be "closed."  It appears that Enterprise did not even read my Revdex.com complaint. Unless Enterprise gives me the refund that I specified in my complaint ($580.26), I ask to go to Revdex.com arbitration.  I am certain that a Revdex.com arbitrator will agree with me that the business practices of Enterprise lack "good faith" and "fair dealing."   Enterprise hid the costs of this rental from me. I also am certain that I am not the only person from whom Enterprise has hidden charges.       My complaint has four main parts:  (A) Enterprise never told me that [redacted] would not cover the complete rental for thirty days. (B) The manager refused to provide me with an itemization of my bill until I paid, upon returning the car.  I asked for an itemization of my bill before I paid it.  The manager refused my request.  (C) I paid the bill in order to find out what the charges were.  (D) Once I was provided with an itemization, the itemization was unintelligible.  Pennsylvania has a requirement that businesses must conduct business in "good faith" and "fair dealing."   It is not "good faith" and "fair dealing" to keep charges hidden from a customer.   Pennsylvania has a requirement that contracts must be "conscionable."  It is unconscionable to hide charges from a customer.  It is unconscionable to fail to provide a customer with an itemization of a bill until he had paid it.  It is unconscionable to provide an unintelligible itemization. I had no choice but to rent from Enterprise.  [redacted] sent me to Enterprise. My car was not drivable.  This makes the situation even worse: I was a captive customer who was taken advantage of. Again, if  Enterprise refuses to address my complaint in a fair way, I ask to go to Revdex.com arbitration.  
Regards,
[redacted]

Our Area Manager, Chris N[redacted], will be speaking to the client today to inform him that we will not be pursuing for the damage in question. A refund will also be processed today.

Good Evening!
At Enterprise Rent a Car we place great value on customer service and
exceeding our customer's...

expectations.  We thank [redacted] 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 $92.50 for customer service.  He than called [redacted] 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[redacted], Regional Controller