Enterprise Leasing Company of Philadelphia

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

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

Dear Revdex.com Thank you for your help Enterprise Auto Has dropped their claim against meSincerely, [redacted] Complaint [redacted]

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]

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

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

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 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] *** $ at the closure of the rental contract, which equated to days of the additional coverage In addition we also refunded $on 10/6/to account for another days of coverage as an additional customer service measure A total of 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 contractAt 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

The Revdex.com, ? The following relates to a customer concern about her recent rental reservation with us: ? Reservation ID:? ? ? ? ? ? ? ? ? ? [redacted] Driver:? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? [redacted] : (Margaret Bailey) Vehicle:? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? # [redacted] Reserved Time:? ? ? ? ? ? ? ? ? ? 11:00am Friday, May 27, - 6:00pm Friday, May 27, (hour(s)) Actual Time:? ? 10:40am Friday, May 27, - 6:09pm Friday, May 27, (hour(s) min) Billed Time:? ? ? 10:30am Friday, May 27, - 6:00pm Friday, May 27, (hour(s)) ? Our records indicate the following: ? The member made the above reservation with Enterprise CarShare on 5/23/at 9: AM.? Please note, our reservations are pre-paid and therefore paid for at the time of booking.? The customer paid $for the original hours of time, the optional damage waiver and applicable tax (on the trip time).? During the customer’s active reservation, the customer called to extend her reservation.? By extending her reservation to PM, the customer impacted/bumped another customer’s reservation.? This inconvenienced the bumped customer and misplaced them.? In accordance to our Member Policies, the customer was charged a fee of $plus tax.? This fee with tax amounted to $59.94.? According to the hardware in the vehicle, the customer accessed the reserved vehicle minutes prior to the start of her reservation.? Since we don’t charge customer’s by the minute but in half hour increments, the member was charged for an additional ½ of trip time.? Between the amount originally paid to us ($74.92), the additional trip time at the beginning of the reservation for accessing the vehicle early ($6.59), the two hour extension at the end of her reservation ($26.37) and the inconvenience fee ($59.94), the total reservation cost amounted to $167.82.? ? The customer has been late on multiple occasions in the past.? In good faith, we have refunded the fee every time which is atypical.? Despite this and to ensure extraordinary customer service, Enterprise has already refunded the inconvenience fee of $back to the card on file on 5/29/16.? With that said, it appears the customer’s concern has already been resolved by our Member Services team on 5/29/16, the day the $refund was issued.? We have also attempted to reach the customer by telephone but were unable to do so.? We did leave the customer a voicemail and kindly requested a return phone call so we can make her aware that her concern has already been resolved.? ? ? ? ? ? ? ? ? We welcome any questions, comments and/or concerns.? Feel free to contact us during business hours at ###-###-####.? ? Sincerely, ? Adel K [redacted] Branch Rental Manager Enterprise CarShare New York Office

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

Good Afternoon,Area Manager Jason K [redacted] was in contact with [redacted] today and was able to come to a resolutionPlease feel free to reach out with any additional concerns thank you? Christen R [redacted] Regional Business Manager ###-###-#### office ###-###-#### fax [redacted] @ehi.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 responseIf no reason is received your complaint will be closed Administratively Resolved] ? Complaint: [redacted] I am rejecting this response because the Enterprise Rent-A-Car didn't provide the photo documents regarding the misalignment they described in responseI demand them to provide the photo documents as the photo documents provided by me don't show the damages as they listed in the response Regards, [redacted] **

Christine T***, the Area Manager that oversees the Trenton Mercer Airport called [redacted] on 6/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/

[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

The Branch Manager attempted to contact the phone number he had on file, but the voicemail was fullAn additional $has been refunded today to match the full amount of the insurance protections on this rental

This vehicle was returned to [redacted] with a large dent on the hood - I have attached a picture for referenceThe 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 inspectThe vehicle was inspected on the morning of 7/21, and the claim process was then followed to Enterprise guidelinesThe matter is considered Paid in Full, so a claim does not need to be filed with the insurance company

The refund was issued for $of the $on 12/at 9amIt does take 24-48hrs to post to the accountFor the inconvenience I went ahead and credited the remaining $for a? full refund (that will take 24-hrs to post as well)I left a message for the customer? apologizing and my contact phone number if they have any further questions.?

[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 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***) 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 presentI have discovered that the enterprise employee, that carried out the car inspection with me, Eric S***, was a trainee and it had been his first week on the job and therefore clearly did not know what he was doingFurther 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 licenseIn 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/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 accuratelyThis 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 myselfI 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]

Dear Revdex.com.? Thank you for your help.? Enterprise Auto Has dropped their claim against me.Sincerely, [redacted] Complaint [redacted]