Enterprise Leasing Company of Philadelphia

Hello,
New Roman', serif;">Jared T***, Maintenance Supervisor, spoke with *** *** and informed him our position has not changed. *** *** rented the vehicle from 5/15/until late in the evening on 5/22/14. Because it is was dark when *** *** returned it made it difficult to see the damage when he returned. It is well documented that there was a damaging hail storm on 5/22/during the hours *** *** had our vehicle on rent. The damage on the vehicle is consistent with hail damage. Due to these facts we will be pursuing for the damages
Thanks,
Bob B***
Regional Controller
###-###-####office
###-###-####cell
###-###-####fax
***
Operating

The Area Manager spoke to the customer to rectify the misunderstandingAn agreement was reached. Thank you

[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 ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

Good Morning,We have reviewed the complaint, and been in contact with ***We have reviewed the claim dispute he filed back in September as well as all the information given to us through this Revdex.com complaintWe have reviewed the vehicle history, our managers involvement in the process, and the
notes in the claim and determined that the claim written is validPlease feel free to call me with any questions
Christen R***
Regional Business Manager
###-###-####
office
###-###-#### cell
###-###-#### fax
***@ehi.com
Admiral Wilson Blvd
Pennsauken, NJ,
enterpriseholdings.com

Good evening!
At Enterprise Rent a Car we place great value on exceeding our customer's expectations We thank *** *** for her feedback concerning her rental out of our Bluebell location
Our Area Manager has reviewed this case and has made multiple attempts to speak to *** ***
about her concerns Unfortunately he has not received return correspondence from her after leaving messages If there is a method of communication she prefers please let us know
We hope that *** *** can contact MrM*** at her convenience so he can listen to her concerns and address them at that point
We look forward to hearing from *** *** as soon as possible so we can properly handle this case
Regards,
Paul S***, Regional Controller

Our Area Manager spoke to the customer and agreed to refund the customer the desired amount due to the lack of communication on our part

---------- Forwarded message ----------From: Date: Fri, Aug 11, at 2:PMSubject: Enterprise Car Share Complaint #***To: [email protected] *** *** ***: Please bea advised that the matter with Enterprise Car Share has been resolved as of 8/11/Thank you for your efforts. *** ** ***, ND

Good morning!
At Enterprise Rent A Car we place great emphasis on customer service and we
appreciate the
feedback submitted by *** *** in regards to her
rental experience at our Springfield location
Upon receiving this complaint our Branch Manager called Ms. *** 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 concernsThe 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*** 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 soAt the close of the rental agreement on 2/16 we agreed to waive than write off days of additional product charges as a means of customer satisfaction for Ms***. The day write off was a courtesy since she indicated on 2/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 contractBased on our process of keeping Ms*** informed of her charges and the fact that we did not charge her for the last 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***, Regional Controller
610-234-

[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: ***
I am rejecting this response because: Since this was an admin error caused by Enterprise and not me, I will not pay the November invoiceI will not pay nothing until this issue is resolved, if Enterprise Carshare will not remove this error causes by the call agent, then I will cancel this membership and make the account inactive
Regards,
*** ***

*** ***, Area Mgr, has spoken with the customer and agreed to refund the cost of the rental along with given the customer free weekend rentals. The customer is satisfied with the resolution

The Area Manager spoke to the customer and agreed to refund the disputed amount due to the explanation given to the customer. Thanks

Good afternoon!
At Enterprise Rent a Car we place great value on exceeding our customer's expectations. We thank Mr*** for his feedback regarding his experience with our Elkins Park locationUpon 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***. 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***. Based on their conversation, we were notified that the issuing bank already released funds back to Mr***'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*** for his feedback and we welcome the opportunity to service any of his future transportation needsRegards, Paul S*** Regional Controller

On January 13th, *** *** went to the Enterprise Car Sales location on Byberry Rd and spoke with the manager Greg Arroyo. Greg and Mr*** talked about the *** Versa and it was determined that Mr*** can go to the local *** dealer to have the car diagnosed and that
it may be under powertrain warranty. Mr*** said he was going to remove this complaint with the Revdex.com. Mr*** knows he can reach back out to Enterprise Car Sales if there are any other issues. If you have any questions, please let us know.

As a matter of customer service, we have elected to close down this claim. The fact that we took us days to get this car to the shop is not acceptableI apologize for the inconvenience this matter has caused.Thank you,Drew C***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 ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

[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: ***
I am rejecting this response because:
No one has tried to contact me AT ALL!!!! Not via email, mail or through the phone No voice mails were left to try to resolve this matter and if enterprise was really concerned about its customer service, then they would have left a contact number so I could reach this Mr m*** or Mr s***!!!!! Do not blame the customer for lack of contact when enterprise has done everything to procrastinate resolving this issue!!!
Regards,
*** ***

Good Morning - My understanding is that the Manager of this location, Brent L***, has recently spoken to the client and this matter has been resolved. If that is not the case, please let me know so I may further research. Thank you,Patrick

[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 ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

The manager of this location, Zach B***, has attempted to contact the client and left a detailed voicemail addressing his concern and asking him to call the Enterprise location back at ###-###-####

[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 ***, and find that this resolution is satisfactory to me.
Regards,
*** ***