Enterprise Leasing Company of Philadelphia

---------- Forwarded message ----------From: *** ***Date: Mon, Mar 16, at 10:AMSubject: Complaint #***To: ***Hello,I wanted to provide you an update to complaint #***. UPDATE: As of 3/16/15: Enterprise has
decided to cease pursuing the damages to the rental car.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 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,
*** ***

[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,
*** ***

Hello - Please provide more information regarding your claim, as well as the 'proof of error' that you are referring to in your complaintI would be happy to review further once that is submitted.Thank you,Patrick

Thank
you for your feedback regarding this concern. After speaking to *** ** I have decided that we will pursue him for the damage to the
vehicle. *** ** rented this vehicle on April 28th under the Rental
Agreement number of ***. He described to me that the correct
check in
process was done and that he did inspect the vehicle with the
representative. When *** ** returned to us we found new
damage on this vehicle. *** ** is adamant that he did not cause the
damage to the vehicle. I explained to *** ** that I understand that he
did not cause the damage but it does not mean it did not happen while on rent
to him He had the rental for four days and put miles on it during his
rental. He told me he was parked in a parking garage for most of the time
during the rental so it is possible that the damage happened while it was
there.
*** ** was also concerned that this was a manufacture's flaw with the vehicle and the
damage was not caused by an incident. I confirmed with the body shop and
it believed that the damage was caused by an impact which caused the gap
between the bumper and hood. I also had the last six rental
agreements pulled for this vehicle and all have no damage on them.
After
looking at the previous rental agreements, confirming with the shop that this
damage was caused by an impact, and the that *** ** inspected the vehicle with
our representative prior to renting the vehicle is why are going to pursue him
for the damage to the vehicle.
Eric M***
Area Rental Manager
***@erac.com
###-###-####

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 *** ***'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 *** *** 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***, Regional Controller

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***

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

Our Area Manager who oversees this location has spoken to our customer regarding this incident. We are not pursuing the customer on this claim.

Thank you for your response. I have also attached the receipt given at the rental agency showing the person who's name the car was rented under and given to me. I forgot to mention that after I returned home, Enterprise called me and asked me to bring the car back. I dropped it
off several days before, so that was a little scary too. I also wonder who rented a car under my name and what did they do with my personal information. As of today, I still have not heard from the rental company. Thank you for your help.
*** ***

*** ***,
To resolve this issue to your satisfaction, we have refunded your account. We would have liked to have actually spoken with you so that we could easily have come to a resolution and understanding. Your mention of this being a fraudulent charge is misfounded, and one that I wanted to clear up
I have attached both rental agreements to this response. The first one clearly shows where you did select our optional Damage Waiver, and we had conversations during your rental with us regarding it. You had come into our office later on in January, and elected to take off the coverage at that time. That second rental agreement is attached as well
I trust you are satisfied with this outcome, but more importantly, I want you to be assured that at no point was there any fraudulent charge/billing or the like made on your account
Again, should you wish to contact us, I encourage you to reach to our Area Manager, *** *** at *** or ###-###-####
Sincerely,
*** ***
*** ***
Regional Controller17AA-Chadds Ford
###-###-#### X direct###-###-#### cell###-###-#### fax
Operating
***
Enterprise Rent-A-CarWilmington West Chester PikeChadds Ford, PA
USA

Good afternoon!At Enterprise Rent A Car we take customer service very seriously and we appreciate the feedback from *** *** concerning his rental out of our Oxford Enterprise location. I am currently personally in contact with *** *** along with another one of our
staff Accountants. We are gathering backup from various bank resources to complete our internal investigation. At this point in time we anticipate a resolution in the next few business days. Again we appreciate *** ***'s feedback as customer service is extremely important to us. We apologize for the lack of communication and the time that it has taken to resolve this issue as this type of scenario is not typical of our company. We look forward to servicing any of his future transportation needs.Regards,Paul S***, Regional Controller

Good afternoon!At Enterprise Rent A Car we place great emphasis on exceeding our customers' expectations. We thank *** *** for her feedback regarding her wife's experience at our West Chester location.Upon receiving this file our Area Manager contacted *** *** to discuss her
transaction at the West Chester office. As a result of their conversation he agreed to write off and refund the $charge. The refund was processed on 4/3/15.As a result of their conversation and mutual agreement about the refund, we consider this issue resolved. Again we appreciate the feedback as our goal is to provide outstanding service. We would welcome the opportunity to service any of *** *** or *** ***'s future transportation needs.Regards,Paul S***, Regional Controller

The Area Manager, Hara L*** spoke to the customer and agreed to remove the administrative fees from the billWe will only pursue for the damages

[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,
*** ***

Our Area Manager and Risk Manager have reviewed our customers concerns in great detail. They have also discussed with the customer our stance as well as the terms and conditions of the rental contract. At this point, we have elected to continue to pursue the customer for the damages to
the rental vehicle.

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!
At Enterprise Rent A Car we take customer service very seriously and we welcome the opportunity to discuss Ms. Conley
">'s concerns with her car rental experience out of our *** location
Our Area Manager contacted *** *** to address her concerns. The Insurance company involved reimbursed *** *** for the entire cost of the rental billed by Enterprise. Furthermore, the *** location refunded her for the gas fee. Our Area Manager apologized for the initial lack of follow up as this is not typical of our company given our strong emphasis on customer service
As a result of their conversation we consider this issue resolved since *** *** has been reimbursed and refunded. Again we appreciate her feedback and we welcome the opportunity to service any of her future rental car needs
Regards,
*** ***, Regional Business Manager

Good afternoon!At Enterprise Rent A Car we take great pride in providing excellent customer service. We thank *** *** for her feedback regarding her experience with our Prospect Park location.Upon receiving this complaint our Area Manager contacted *** *** to review her
concerns. After researching this case our Area Manager notified *** *** that $was refunded to her *** account on 11/5/15. He also requested that we issue an additional refund of $66.67. Check number *** was issued on 11/9/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 *** *** 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***, 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,
*** ***