Enterprise Leasing Company of Philadelphia

Our Area Manager, Eddie L[redacted], spoke with the customer.  He processed the $300 refund that was requested.  Thank you.

After further review, our Risk Manager, Kathryn D[redacted], determined the branch employees did not follow proper procedures for handling damaged vehicles.  While our records indicate the damage was not present before the rental took place, the fact that our procedures were not followed at the branch, we are not pursuing the customer for the damages.  We apologize for the issues the customer incurred during their rental.

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

We have attempted to reach out to the customer several times.  Our Area Manager who oversees this location has left 3 voicemails for the customer and yet to receive a call back. The information the customer was requesting from our employee was not allowed to be given out.  We were calling...

the customer to further explain the reasons and legalities for this and to apologize for the issues they incurred.  We will have this conversation should the customer call back. Thank you.

[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 appreciate the effort Enterprise has made to solve the problem.  But it didn't include the complete version of our agreement as follows,
"[redacted] agreed to pay the adjusted bill with full amount of $198.44 from Enterprise DRU and we can settle this claim. After that, Enterprise should remove [redacted] from the blacklist so [redacted] can still rent cars from Enterprise, National and Alamo.  Enterprise should not turn this bill over to a collection agency or independent attorney.  During this period, if any action is taken which could be considered detrimental to any of my credit reports, [redacted] will consult with my legal counsel for suit. This includes any listing any information to a credit reporting repository that could be inaccurate or invalidated."
I only want this statement included in a Enterprise letter since I really want to settle this ASAP.
Regards,
[redacted]

[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 have returned the phone calls, and left a different number for them to contact which they have refused to do. I have tried multiple times to return the calls.
As often as they say that their employee would not tell someone they had to buy the extra insurance, he did tell me that I had to, and I felt bullied by their employees when I explained my experience. They took advantage of a young girl who never rented a car before, and are trying to lie to cover their tracks.
If they want to discuss this matter and return my money to me of $150, then they can contact [redacted] at ###-###-####. 
Regards,
[redacted]

I was able to speak to a manager and was taken off the do not rent list as he realized that his staff was fabricating the whole story.
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 spoke with the customer again last week and let them know we are closing the claim and emailed him confirmation of that as well.

Hara L[redacted], Area Mgr, call the customer and spoke about the procedures we follow when there is a damaged car.  The customer understands and will be following up with their insurance company to help manage the claim process.  The customer has Hara L[redacted]'s phone number if they have...

additional questions.

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.

The manager (Anthony N[redacted]) of Enterprise Car Sales in Pennsauken, NJ has spoken to the customer, [redacted] regarding trading in the 2014 [redacted] that [redacted] 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.

Good morning!
At Enterprise Rent A Car we value customer service and we appreciate **. [redacted]'s feedback concerning her car rental experience out of our [redacted] Pennsylvania location.
Our Area Manager contacted **. [redacted] again to address her concerns.  Both he and **....

[redacted] addressed the debit card transactions and her damage claim charge during a phone conversation on 2/21/14.  Our Area Manager apologized for the mistakes made on our end with her debit card account.  As a resolution our Area Manager agreed to refund her half of her $500 deductible for all her inconviences, including time spent on the phone after she returned the vehicle resolving the mistakes we made during her car rental.  **. [redacted] agreed that the refund of $250 and our letter to her bank releasing the improper holds on her debit card account were sufficient to resolve this issue.  Both parties agreed to this and the refund was executed 2/21/14.
Again we appreciate **. [redacted]'s feedback concerning her customer service experience at our [redacted] store.  Based on the above conversation and subsequent $250 refund we consider this complaint resolved.  Furthermore, we would welcome the opportunity to handle any of **. [redacted]'s future car rental needs.
Regards,
[redacted], Regional Business Manager

Good morning!At Enterprise Rent a Car we place great emphasis on exceeding our customer's expectations.  We appreciate the feedback we've received from [redacted] regarding her car rental out of our Fairless Hills location.Upon receiving this case our Area Manager reviewed the file and contacted...

the Branch Manager to discuss this further.  We understand [redacted]'s stance that she did not want to pay for more than 3 days of the additional coverage and we sympathize with the fact that the repair took longer than initially anticipated.  Every customer has the option to stop back into our office and legally sign off on the coverage at any point and we have a note documenting that [redacted] was aware of this.As a means of customer service we wrote off and did not charge [redacted] $77.94  at the closure of the rental contract, which equated to 3 days of the additional coverage.  In addition we also refunded $56.14 on 10/6/15 to account for another 2 days of coverage as an additional customer service measure.  A total of 10 days of coverage was charged and to date Enterprise has agreed to absorb half of those days for customer service, leaving [redacted] responsible for the other 5, which was signed for on the contract. At this point we consider this case resolved because of the measures Enterprise has taken to split the charges with [redacted].  We thank her again for her business and feedback as we value our customer's thoughts on their experience with our company.  As such we would welcome the opportunity to service any of her 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.]
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]

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

Dave T[redacted], Area Mgr, spoke with the customer's son and informed him that we are pursuing the customer for the damage and will work with his insurance company to settle the balance owed.

Good morning!
At Enterprise Rent a Car we place great emphasis on exceeding our customer's expectations.  We appreciate the feedback we've received from [redacted] regarding her car rental out of our Fairless Hills location.
Upon receiving this case our Area Manager reviewed the...

file and contacted the Branch Manager to discuss this further.  We understand [redacted]'s stance that she did not want to pay for more than 3 days of the additional coverage and we sympathize with the fact that the repair took longer than initially anticipated.  Every customer has the option to stop back into our office and legally sign off on the coverage at any point and we have a note documenting that [redacted] was aware of this.As a means of customer service we wrote off and did not charge [redacted] $77.94  at the closure of the rental contract, which equated to 3 days of the additional coverage.  In addition we also refunded $56.14 on 10/6/15 to account for another 2 days of coverage as an additional customer service measure.  A total of 10 days of coverage was charged and to date Enterprise has agreed to absorb half of those days for customer service, leaving [redacted] responsible for the other 5, which was signed for on the contract. 
At this point we consider this case resolved because of the measures Enterprise has taken to split the charges with [redacted].  We thank her again for her business and feedback as we value our customer's thoughts on their experience with our company.  As such we would welcome the opportunity to service any of her 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]

Our Area Manager has spoken to the customer and has elected to close this file and refund the customer the deductible we collected.

dark2">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. 
                   
Our Area Manager that oversees the rental location where [redacted] rented, [redacted] ([redacted]) has reached directly to **. [redacted] by telephone and now email with no returned calls or emails. We We would like to come to a resolution with our customer, but have yet to have any further contact.   In order to ensure we come up with an amicable solution, we would like to discuss the situation with our customer, so that we can ensure the matter is resolved to their satisfaction.  As of now, we are still awaiting a response back so we may discuss the situation.
 
Sincerely,
 
[redacted]
Regional Controller