Enterprise Leasing Company of Philadelphia

Our Area Manager, Christine T***, has resolved the matter with the customerThe customer will pay $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

Good afternoon,Our Area Manager, Mike K***, 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]

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 responseIf 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 sideThis was missed during the walk around by the agent or intentionally passed on to me when the vehicle was returnedNO FURTHER PAYMENT will be paid by me or my Insurance Company Regards, [redacted] ***

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

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 $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 wayCustomer 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

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 weekMy 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 upThanks and have a wonderful day,Pat

Good evening!Thank you for the additional feedback regarding this case.? We still feel strongly about? doing what it takes to make? customer's experience exceptional.Upon receiving this rejection? the information was forwarded? to? the Area Manager? responsible for the Fairless Hills Enterprise location.? As an additional step? to resolve this case? and to completely satisfy [redacted] ***'s request of only paying for days of optional? coverage, we refunded more days today,? 10/26/15.? This exceeds our initial offer of splitting the days of coverage as we had previously refunded days.At this point we consider this case resolved.? Again we thank [redacted] for her feedback regarding her experience with our company and we welcome the opportunity to better serve her car rental needs in the future.Regards,Paul S [redacted] , Regional Controller?

We have attempted to reach out to the customer several times Our Area Manager who oversees this location has left voicemails for the customer and yet to receive a call backThe 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 backThank you

[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 Area Manager has never contacted meEnterprise's response is a total fictionThe only contact that I've had from Enterprise was the letter that they sent me, wrongly accusing me of damaging their carThey have profited from a claim Regards, [redacted]

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

I spoke to the customer and apologized for the issues she was having.? The card should have been refunded right after the contract was void.? For some reason her card service did not void the authorization on the card and is taking her an extended period of time to get her funds back.? She still has not received her funds.? I told her we do not have them anymore, in fact we do not even have access to her card information because the ticket was voided.? I also agreed to refund her for the $fees that she used on Uber.? She is happy with our decisions and understands now why it happened.? You can consider this issue resolved

[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 accept the determination to close the claim down. However it should had never been opened. Let there be no misunderstanding, the employees of Enterprise at said location acted in bad faith. Attempting to pinned down on me this incident borders in malfeasance. The fact the the company followed up with the farce, without due diligence, is concerning. Enterprise seems to only assume a responsible position when outside entities get involved. 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]

Hi ***,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 vehicleIf you have any other questions do not hesitate to give me a callThank you! Christen Rumsey Regional Controller Member of the Group Compliance and Ethics Committee 856-910- extoffice 267-495-cell 877-225-fax [email protected] Admiral Wilson Blvd Pennsauken, NJ, enterpriseholdings.com

ELCO Representative, Julie S***, will be reaching out to Mr*** today regarding the resolution for this claim. The Enterprise customer who hit Mr*** has been fully cooperative throughout this process and her insurance company has accepted full liability for damages

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 *** *** 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 *** ***'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 *** *** was aware of this.As a means of customer service we wrote off and did not charge *** *** $77.94 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 *** *** 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 *** ***. 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***, Regional Controller

Good afternoon!
At Enterprise Rent A Car we take great pride in our customer service and we welcome the opportunity to address *** ***'s feedback
regarding his rental experience out of our *** location
Upon receiving this complaint we conducted an internal investigation to research the alleged damage claim. After our Risk and Vehicle Repair Manager's review we found this damage to be pre-existing and we are no longer holding *** *** responsible for this damage. Our Damage Recovery Unit has been instructed to shut the claim down. Our Area Manager Matt also called and notified *** *** that our claim is no longer being pursued and that it's closed
We apologize for any inconvenience this may have caused as this experience is not typical for our customers. Again, we appreciate the feedback as it allows us to review our procedures to make our customers' experiences as positive as they can be. Based on the closure of this claim and our stance that *** *** has no responsibility for this damage, we consider this issue resolved
We welcome the opportunity to service any of *** ***'s future transportation needs
Regards,
Paul S***

Good afternoon!
At Enterprise Rent A Car we take great pride in our customer service and we welcome the opportunity to address *** ***'s feedback regarding his rental experience out of our *** location
Upon receiving this complaint we conducted an internal
investigation to research the alleged damage claim. After our Risk and Vehicle Repair Manager's review we found this damage to be pre-existing and we are no longer holding *** *** responsible for this damage. Our Damage Recovery Unit has been instructed to shut the claim down. Our Area Manager Matt also called and notified *** *** that our claim is no longer being pursued and that it's closed
We apologize for any inconvenience this may have caused as this experience is not typical for our customers. Again, we appreciate the feedback as it allows us to review our procedures to make our customers' experiences as positive as they can be. Based on the closure of this claim and our stance that *** *** has no responsibility for this damage, we consider this issue resolved
We welcome the opportunity to service any of *** ***'s future transportation needs
Regards,
Paul S***