Enterprise Leasing Company of Philadelphia

Good morning!
At Enterprise Rent A Car we place great emphasis on customer service and we appreciate the feedback submitted by [redacted] in regards to her experience at our [redacted] location.
Upon receiving this complaint our Area Manager reviewed the file with his Branch...

Manager.  As a result of their discussion we have written off the balance in question of $216.60.  All attempted collections of this balance will cease immediately as all parties have been advised that we are not holding [redacted] responsible.
Based on our write off of the balance in question and our stance that [redacted] holds no responsibility we consider this issues resolved.  Should [redacted] have any further questions about this she can contact me directly.  Again we appreciate her feedback as we place great value on exceeding our customers expectations.  As such we would welcome the opportunity to handle any of [redacted]'s future transportation needs.
Regards,
Paul S[redacted], Regional Controller
###-###-####

[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 did not create these scratches I pointed them out to the employee (Eric S[redacted]) 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 present. I have discovered that the enterprise employee, that carried out the car inspection with me, Eric S[redacted], was a trainee and it had been his first week on the job and therefore clearly did not know what he was doing. Further to this fact that the Eric S[redacted] 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[redacted] 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 license. In 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 1/4 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 accurately. This 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 myself. I 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,
[redacted]

Good afternoon!
We appreciate the additional feedback from Ms. [redacted] in regards to her file.  As a result of the feedback and in an additional effort to resolve this dispute, our Area Manager called and spoke to [redacted] per her request.
As a result of their conversation they were in agreement that our company does not require the purchase of additional products as a means to rent the vehicle.  They discussed our sales process and both parties were able to discuss their position.  Our Area Manager offered to refund an additional $250 today as a means to completely satisfy Ms. [redacted] in regards to her rental out of our Springfield office, to which Mr. [redacted] accepted.  The refund was processed in our system today, March 12th 2015.
At this point we consider this issue resolved as Mr. [redacted] and our Area Manager mutually agreed that the refund was sufficient prior to ending their conversation.  Again we appreciate the feedback as customer service is extremely important to us.  We would welcome the opportunity to service any of the [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.  Thank you for all your efforts.
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.]
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 Morning,We have reviewed the complaint, and been in contact with [redacted]. We have reviewed the claim dispute he filed back in September as well as all the information given to us through this Revdex.com complaint. We have reviewed the vehicle history, our managers involvement in the process, and the...

notes in the claim and determined that the claim written is valid. Please feel free to call me with any questions.






























Christen R[redacted]

Regional Business Manager



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

[redacted]@ehi.com

3011 Admiral Wilson Blvd.
Pennsauken, NJ, 08109

enterpriseholdings.com

[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.]I 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. 
I really appreciated the quick response  from the Area Regional Manager, I was very pleased with his statement.
 I would like offer a suggestion to them: On today's technology  please have a device on each of your offices to take a quick video of  the vehicles BEFORE you rent them to people, this way it will save you time and aggrivation with people, there cannot be more concrete evidence than that.
Regards, [redacted]

This vehicle was returned to [redacted] with a large dent on the hood - I have attached a picture for reference. The manager of the Enterprise location contacted the phone number on file a couple times, and was able to speak with [redacted] on the second or third try. [redacted] was adamant that the...

damage must have occurred on [redacted] lot, but our signed contract with [redacted] states that the client is responsible for the condition of the vehicle until an Enterprise representative has had a chance to inspect. The vehicle was inspected on the morning of 7/21, and the claim process was then followed to Enterprise guidelines. The matter is considered Paid in Full, so a claim does not need to be filed with the insurance company.

We comprismised with the customer and she is aware that we will not pursue the outstanding balance of $216.71,  she still owes for DW charges (total owed was $517.71, we have $301 in deposits). After speaking with both the customer and Rob G[redacted] (Br Mgr who rented the car) and reviewing the callbacks, I feel there is responsibility on both parties, that is the reason behind splitting it this way. Customer acknowledges getting multiple messages from us and not responding, saying she forwarded them to [redacted] Ins.  Therefore we are agree to settle the matter at the above stated amounts.

[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]

We will not be shutting this claim down.  We have video proof of the customer backing into a pole on our lot and causing this damage.  He clearly knows what happens as he pulls to the side and gets out to look at the damage after he hits the pole.  Valencia R[redacted], Area Mgr, will be...

contacting the customer today to discuss.

Our Area Manager who oversees this location has spoken to our customer regarding this incident.  We are not pursuing the customer on this claim.

[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: the company did not contact me or my grandfather about this matter.  Also they only refunded us $100 after the manager told me he was going to refunded the additional charge of enterprise insurance for the entire time of the rental. Which does not equal $100. 
Regards,
[redacted]

Our Car Share Manager, Karen P[redacted] has reached out to our customer to settle this issue.  We have extended a $100 additional credit on the invoice as a matter of customer service.  We apologize for the issues.

[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] PS.  thanks for your intervening on this matter, if you hadn't, it couldn't have been resolved amicably, thanks again...pl

Hara L[redacted], Area Manager, spoke with [redacted] on 8/12 and let him know we were refunding his entire rental.  She also let him know that we did ship his lost items.  [redacted] was satisfied with the outcome.

As a matter of customer service, we are refunding the customer the desired $160.19.  A manager from the Philadelphia Airport has reached out to the customer to speak with them about the issue.

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

Hi [redacted],You spoke to our Branch and Area Manager today, and they let you know that we are not pursuing you for any damage to the vehicle. If you have any other questions do not hesitate to give me a call. Thank you!  


















Christen Rumsey

Regional
Controller
Member of the Group 17 Compliance and Ethics
Committee

856-910-1223
ext. 206 office
267-495-9289 cell
877-225-8022 fax

[email protected]

3011
Admiral Wilson Blvd.
Pennsauken, NJ, 08109

enterpriseholdings.com

Good morning!
At Enterprise Rent A Car we place great emphasis on customer service and we
appreciate the feedback submitted by [redacted] in regards to her
rental experience at our Springfield location.
Upon receiving this complaint our Branch Manager called...

Ms. [redacted] to
review her concerns about our sales practice and about the charges she incurred with our company.  Multiple calls have been made in attempts to speak with her about this case and we have not received any return phone calls to date.  We welcome her phone call as that would be the best way to address all of her additional concerns.The charges in question were for additional products she agreed to purchase at the onset of our rental agreement with her.  Messages were left with her throughout the rental on multiple occasions concerning the balance due for the additional products.  We have documented update calls placed on 1/29, 2/3, 2/12, and we received a call back on 2/13.   At that point Ms. [redacted] notified us that should would like to sign off the additional products purchased and we indicated this would not be a problem, but she would have to physically stop in to update the contract.  She did not do so.At the close of the rental agreement on 2/16 we agreed to waive than write off 4 days of additional product charges as a means of customer satisfaction for Ms. [redacted].  The 4 day write off was a courtesy since she indicated on 2/13 that she no longer wanted to purchase them.  So we accommodated that request, even though she did not stop in to sign off the coverage on the contract.Based on our process of keeping Ms. [redacted] informed of her charges and the fact that we did not charge her for the last 4 days of coverages,
we feel we communicated well with her throughout the process to ensure that she was pleased with our product and service.  Our rental agents do not require the purchase of additional products as a means to rent a vehicle as that is not our company policy.  We appreciate her
feedback as we place great value on exceeding our customers'
expectations and we would welcome the opportunity to speak to her again about this concern.
Regards,
Paul S[redacted], Regional Controller
610-234-3262