Enterprise Leasing Company of Philadelphia

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 *** *** was not up to our standards and because of this, we will not be charging this to him

Good afternoon!We appreciate the additional feedback from Ms. *** 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 *** *** 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 $today as a means to completely satisfy Ms*** in regards to her rental out of our Springfield office, to which Mr*** accepted. The refund was processed in our system today, March 12th 2015.At this point we consider this issue resolved as Mr*** 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 ***s' future transportation needs.Regards,Paul S***, Regional Controller

The client will be contacted today by Area Manager, Steve P***, where he will communicate the resolution to this concernThis is being addressed immediately

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 client has been contacted by the Area Manager for this location and they discussed the claims process and the change of condition. The vehicle was inspected at *** *** *** within hours of return, which we deem an acceptable amount of timeAdditionally, the vehicle was not moved prior to being repaired

Hello, we have only been able to communicate through email though multiple messages have been left by us and the customer. We did waive the costs as outlined in an email from our Risk Supervisor to the customer

[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,
*** ***

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 Afternoon,Thank you for bringing this situation to our attention.We are reaching out to this customer to explain our damage policy so she understands the process. Car Share members are required to do a full inspection of the vehicle prior to driving. When they report the damage at
that time, it relieves them of responsibility This damage was reported after driving. We did have employees go to the location of the pod to research the situation and determined it could not have happened while in its' space. We also opened a claim and contacted the previous two drivers who stated they did not cause the damage.If the damage was reported at the beginning of the trip, prior to driving, per our terms and conditions, the member would not have been held responsible. Since the member did not report the damage prior to driving and reported after the vehicle was driven, she is being held responsible.Karen P***Group CarShare Manager

[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 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,
*** **

Hi ***,I spoke to our Area Manager John M*** and he informed me that you two resolved this issue last week, and that he refunded you for the charges you mentionedWe are so sorry for the inconvenience, and if you need anything further do not hesitate to reach out to me directlyChristen
R*** Regional Controller***

The disputed amount has been refunded to the customerThank you

The Area Manager, Pat, spoke with the customer and apologized for the i**onvenie**e this has caused. The customer will be providing the payment for the citation up front and our administrative office will be mailing a check to reimburse her. We consider this issue to be
resolved

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 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*** directly at ***.

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 exceptionalUpon 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 *** ***'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 daysAt this point we consider this case resolved. Again we thank *** *** for her feedback regarding her experience with our company and we welcome the opportunity to better serve her car rental needs in the futureRegards,
Paul S***, Regional Controller

The Area Manager spoke to the customer and we refunded an amount of $back to the customer's credit card. Thanks

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

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

***,Thank you for reaching out with your concern on this matter, our Area Manager reviewed this issue and got in contact with you, and decided to close down the claim due to our mishandling of the situationWe sincerely apologize for the inconvenience this caused and we hope you will choose to
rent with us in the futureIf you have any further questions do not hesitate to reach out to me.Christen R***Regional Controller***Christen.R***@***