Enterprise Leasing Company Of Phoenix

This issue has been resolved We refunded the customer $and also email and mailed a receipt to the customer Case closed [redacted] Executive Assistant [redacted] office [redacted] direct [redacted] fax

This one was close along time ago as well We refunded the customer the that was requested of is back on January 26th Please close this one as well Thanks! [redacted] Executive Assistant [redacted] office [redacted] direct [redacted] fax

Spoke with customer to let them know that we will not be pursuing for damages customer was happy with resolution

Spoke to customer Rental was taken care of through the dealership when talkign with customer we explined that we have handled the incident with [redacted] internally CUstomer has ben taken care of

This one was close along time ago as well.  We refunded the customer the 129.06  that was requested of is back on January 26th.  Please close this one as well.  Thanks!  [redacted]Executive Assistant[redacted] office[redacted] direct[redacted] fax

Spoke with customer to let them know that we will not be pursuing for damages.  customer was happy with resolution.

This issue has been resolved.  We refunded the customer $129.06 and also email and mailed a receipt to the customer.  Case closed. [redacted]Executive Assistant[redacted] office[redacted] direct[redacted] fax

Spoke to customer.  Rental was taken care of through the dealership.  when talkign with customer we explined that we have handled the incident with [redacted] internally.  CUstomer has ben taken care of.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
1. I rented that car as a result of a car accident (not my fault), which put my vehicle in the shop for a number of days. While the insurance company was supposed to cover all expenses, the Enterprise office put a hold on $250. in my checking account. 2. As I was sitting in the rental car, about to drive away, the clerk came out and told me, 'you have to sign this fee waiver so that you can rent the car'. I asked the clerk, what if I don't sign this, because it would cost me $15 each day I had the rental. The clerk told me, 'if you don't sign this, you won't be able to rent this car'. I was confused, I needed to get back to work, and here he was rushing me to sign this waiver fee thing. They misrepresented the waiver fee to me, and lied to me. I thought I would only have to pay the fee waiver if I got in an accident with the rental car.3. When I returned the rental car, in absolutely perfect condition, they explained to me that I had to pay the waiver fee of $129.06, and they would take it out of the $250. hold on my account. I refused to pay it on account that they had lied to me in the very beginning about whether or not this was optional.4. My own insurance company said that I would NOT NEED a fee waiver, based on what insurance I had already.  The clerks at the Enterprise office said they would take that money out of the $250 no matter what, and I felt at their mercy, because they had access to my checking account through that hold.5. Those crooks at Enterprise kept the $129.06 before they took the hold off of the money. So, not only did they get the insurance company to pay them for the rental, they scammed me $129.06 for nothing. So that is why I completely reject their explanation regarding this matter. 
Regards,
[redacted]

Review: I rented the vehicle based on [redacted] Insurance endorsement of Enterprise and the fact they were picking up the cost of the rental as soon as fault determined in accident. I called Enterprise and was assured that I could leave rental vehicle at [redacted] where they have a desk (unmanned Saturdays) and a copy of the final charges/receipt would be emailed to me. After 8 calls in two days (started on 11/4) I still have not received the receipt for submission to [redacted] after providing 2 fax numbers, and an email address. I was advised on Monday they could not email, needed to fax, provided both a toll free fax number and a direct fax next to my desk, each time I called was advised it would be sent out. On 11/5 8:00 AM I was advised that their fax was down but they could email. Another call at 11:40 AM to [redacted] I was advised it would be faxed out immediately (like the other times). The lack of a receipt being sent to me is holding up the settlement and reimbursement to me of the $443.25 rental charge. All I am requesting is a copy be mailed, faxed, emailed to me for submission to insurance. 8 calls and no receipt.Desired Settlement: Send me, mail me, fax me or email me a copy of my rental receipt #[redacted]

Business

Response:

We spoke with the renter and he recieved the invoices last night. He appreciated the follow up, and he will be renting with us again. Thanks,

Review: I was instructed by my insurance company to pick up my rental car and that the airport location was open until midnight so that would work with my time. Upon arriving there I was told that they do not take debit cards and they could not rent me a vehicle at 6:20 pm even though I had a reservation number from my insurance company and over $500 available on my card. I asked for a supervisor and they said the same thing. I left and called another number talked to another supervisor that said she would take car of it and gave me a new reservation number and also waited on the phone until I got back to the counter and the call dropped as cell service in that location is not reliable. I am a young woman with children and now am stranded at the Tucson airport with no way to get back to my home in Phoenix. I have also been on hold for over an hour to try and talk to someone else.

I give up on Enterprise. Sincerely Single mom stranded.Desired Settlement: A rental car as promised 3 hours ago, now

Business

Response:

This was an ERAC customer who came in to rent, she’s from Arizona and presented a debit card, so we could not accept it. I apologized for the misunderstanding of what our policy is and explained what that policy was regarding debit cards and return flight information. I also apologized for the way her situation was handled. [redacted]Executive AssistantThis was an ERAC customer who came in to rent, she’s from Arizona and presented a debit card, so we could not accept it. I apologized for the misunderstanding of what our policy is and explained what that policy was regarding debit cards and return flight information. I also apologized for the way her situation was handled.

Review: Our vehicle was hit and run by another party on 9/23/14. On 9/29/14 we dropped our vehicle off at the body shop and received a rental vehicle from Enterprise delivered to the body shop. I was instructed to simply return the vehicle to the body shop once our repairs were completed. On 10/3/14 repairs were completed on our vehicle and we picked up in early morning. We left the vehicle with the body shop as instructed and no one from Enterprise was at there on site satellite office at that time. On 10/3/14 About 7 hours later after dropping vehicle off in the late afternoon we received a call from Enterprise to call them back. We called back and they informed us we had damaged the vehicle - completely untrue! I asked the Enterprise employee to text me photos which he did not do. We actually drove to the location of the Enterprise shop and there were no damages to our visible eye at first. Then after basically having our face up against the vehicle, he pointed out a minor ding above the J on the word [redacted]. I would like to post pictures but this does not allow me. They claim there was a ding above the J in [redacted]. We were informed by employee that they had to file a claim and it was something that probably would not be an issue("it could be knocked out") and they would call us on Monday 10/6/14. How can we be held responsible for something that happened likely after we dropped the car off as they instructed us. Nobody was there at body shop to do an inspection, how do I know-they may have very well damaged the vehicle sometime in the 7 hours after I dropped it off. This car was not damaged by us. I understand I signed the waivers, but we returned this car in the same condition as received. The man who walked around the car with me when we got the car didn't grab my head and shove it against the vehicle to inspect teeny tiny crevices like they had to show us the "damage". In fact, the opposite - he walked around the car making small talk with me and when I pointed little scratches and what not on the vehicle he told me those kind of things are not considered. This "damage" could have also been there prior to me receiving the vehicle, or it could have been overlooked/missed. The short and long is we did not damage this vehicle and now they are trying to stick us with a $545.40 bill - EGREGIOUS!!! Additionally, there risk management team has been extremely curt and a bit rude to my wife as she tries to resolve this. We are being blamed and shaken down for something we did not do! How can they say we did this when they have no representation at the shop when we dropped it off to inspect. Truly disgusted.Desired Settlement: I would like this resolved in a professional way, and not be held responsible for this and not charged for damage we did not do.

Business

Response:

Spoke with customer to let them know that we will not be pursuing for damages. customer was happy with resolution.

Review: I made a reservation for a small car similar to a Carolla with the company days in advance. I received a confirmation and made several calls to the business prior to m reservation date to make sure I would be put in that car or a similar size car. When I got to Enterprise they had nothing available so they put me in a standard size car which was very hard for me to drive. I was very upset and expressed my concern to the sales rep [redacted]. Who basically said that there was nothing else available. So I had no option but to drive that car to the meeting in California very slowly.

In California the tire light went on. It was the rear right tire. I went to go fill it up. Except that there was a major problem and I had to stop several times to keep putting the air in to get me home. My 6 hour ride home took me over 8 hours due to the light being on and me having to continue stopping. I made [redacted] aware of this when I returned the car and he did not do anything. No apology. No comment.

I am very upset at the way I was treated. I would not expect this from a company like Enterprise.Desired Settlement: I would like a refund to be made back to me for $124.43. My trip was completely ruined!

Business

Response:

Talked to customer, apologized for issue, listened to her issues. She is happy. For this issue we are sending her a free weekend. [redacted]Executive Assistant

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.I gave not received any free weekend voucher. I also want a refund issued for my inconvenience.Regards,[redacted]

Business

Response:

I received a letter from you stating that the free weekend rental that we gave to the customer was not satisfactory, even though when a manager reached out to her and offered her the weekend special she accepted and said that she was happy. Understand that this customer not only sent in the issue to you but we had resolved this issue with this customer well before we got the Revdex.com complaint. We have not heard another word from her on this and she complained to our company before reaching out to the Revdex.com. Even though we feel we handled the situation well before it got to you we are going to refund the customer the money she is requesting. Please close this as we now consider this a resolution.

Review: I was in a car accident and contacted Enterprise on [redacted] to get a rental car while my vehicle was being repaired. This whole process from beginning to end, this morning, has been awful. They picked me up at the mechanics, and took me back to their office to get the rental. While there, the man who picked me up encouraged me to rent a vehicle that matched my car in the repair shop, a van, so I agreed. In the office they have me the paperwork to sign, took my debit card and told me they would hold the $250 in my checking account, and then took me out to the rental car. I was sitting in the drivers seat, when the guy told me "you need to sign this Damage Waiver," it covers this and that, and he made it sound like it was extra insurance that I needed to have. My own insurance company covers the rental car, so I asked him, 'and what if I don't sign for this Damage Waiver', and the guy said "we'll take it all back"...that's what he said. So, I said "you won't let me rent the car?" and he said no. I felt like I had to sign and agree to the Damage Waiver to rent the car, plus I was already sitting in the car, ready to drive off, and had already signed the paperwork. It was frustrating, and I did not fully understand what the Damage Waiver was, I never heard of that before.

When I returned the car a few days later, they told me I owed that certain amount of money for that Damage Waiver, because the other insurance company would not cover it, (plus they had never heard of Damage Waiver fee), they said they would take it out of the $250 on hold in my checking account. I was mad because I felt misled, for one, in being forced to sign for the [redacted], and two, not being fully informed as to what the [redacted] was. They told me 'most people get the [redacted]' when they rent a car from them. I returned their vehicle in perfect condition, they still refused to forget the [redacted] and it's then that they told me the [redacted] is optional to rent a vehicle! The guy did not tell me that in the beginning!

I went back later that day with my wife, we had confirmed with our insurance company that we were completely covered in any rental vehicle, and that a [redacted] should not be charged to us. Again, the people in the office refused to return our full $250, they said things like, 'we cannot back date your signature for the [redacted]', 'our agent would never lie or mislead a customer into signing something, you must be lying about this whole event to get out of paying for it', and other strange comments. I told the people in the office to call our insurance company, [redacted], to confirm our coverage, but they refused to. My wife yelled at them, she was really mad. It's frustrating when you are taken advantage of, you feel helpless! On top of that, the agents eventually agreed to return the entire $250 and not charge the [redacted] It wasn't too smart of us to leave the office without getting something in writing saying that they would return the entire amount, but I'm not a lawyer, I didn't think about it at the time. What makes it worse is that right as we were walking out the door, they said, 'wait, we need that pink receipt you have there'. Again, I didn't think before I agreed to this...we just gave it to them, and when I got home, I realized that now we have not one shred of receipt from the rental of that car! Nothing!Desired Settlement: I would like a receipt, and I would like the $129.06 returned to my checking account.

Business

Response:

This one was close along time ago as well. We refunded the customer the 129.06 that was requested of is back on January 26th. Please close this one as well. Thanks! [redacted]Executive Assistant[redacted] office[redacted] direct[redacted] fax

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

1. I rented that car as a result of a car accident (not my fault), which put my vehicle in the shop for a number of days. While the insurance company was supposed to cover all expenses, the Enterprise office put a hold on $250. in my checking account. 2. As I was sitting in the rental car, about to drive away, the clerk came out and told me, 'you have to sign this fee waiver so that you can rent the car'. I asked the clerk, what if I don't sign this, because it would cost me $15 each day I had the rental. The clerk told me, 'if you don't sign this, you won't be able to rent this car'. I was confused, I needed to get back to work, and here he was rushing me to sign this waiver fee thing. They misrepresented the waiver fee to me, and lied to me. I thought I would only have to pay the fee waiver if I got in an accident with the rental car.3. When I returned the rental car, in absolutely perfect condition, they explained to me that I had to pay the waiver fee of $129.06, and they would take it out of the $250. hold on my account. I refused to pay it on account that they had lied to me in the very beginning about whether or not this was optional.4. My own insurance company said that I would NOT NEED a fee waiver, based on what insurance I had already. The clerks at the Enterprise office said they would take that money out of the $250 no matter what, and I felt at their mercy, because they had access to my checking account through that hold.5. Those crooks at Enterprise kept the $129.06 before they took the hold off of the money. So, not only did they get the insurance company to pay them for the rental, they scammed me $129.06 for nothing. So that is why I completely reject their explanation regarding this matter.

Regards,

Business

Response:

This issue has been resolved. We refunded the customer $129.06 and also email and mailed a receipt to the customer. Case closed. [redacted]Executive Assistant[redacted] office[redacted] direct[redacted] fax

Review: First I would like to say, the rental agent who finished the transaction is amazing, was nice, proper, and courteous. [redacted] manager, [redacted] needs to take a lesson from her on how to provide proper customer service and how to talk to customers.

Background info: My 2012 Ford F150 went to the service shop ([redacted]) due to some on going issues. Due to their Enterprise being closed at the time of my vehicle issues, they arranged in ARMS for me to get my rental vehicle from the Enterprise at the Air Port ([redacted].)

Upon arrival (27 Sep 2014) I was upstairs at the checkin counter, when the agent referred me to speak with her manager at the down stairs check in. This poor counter agent was alone up stairs, and I had to wait about 7 minuets to be helped. There were 3-4 agents down stairs who were just standing around. [redacted] was working at the desk with another upset customer.

[redacted] and I had a disagreement in regards to an underage fee, which can and has been waived for me in the past. Here are some of the reasons for my underage fee being waived. Frequency of rentals, Just since June alone I have rented 4 times (personal, and 1 dealer set up). Amount of business I send to Enterprise, I refer family and friends to Enterprise. Commercial Business I give to enterprise, I currently the courier who handles maintenance concerns with the [redacted] Office Fleet here in phoenix, when needed I have my fleet management company set up our rentals with Enterprise in Tempe for commercial rentals versus a competitor who is closer to us because of the world class customer service I am always given.

[redacted] proceeded to lie to me, first stating that she cannot waive an underage fee. It's been done before. Then she said oh it's because its the dealership paying for it. It's been done before. I used to work in the car business and know by now what enterprise can and cannot waive. I do not appreciate being lied to. Integrity is a core value I hold to the highest regard. She had to keep changing her story as to why she couldn't. On a side note, my cousin use to work in car rentals, again I know all about it. It ended with waiving the underage fee, which she said she couldn't, but she did. I do not appreciate being lied to at all and will be doing all I can to limit my business with Enterprise in the future.

Next after she waived the fee, (which I was not rude, I did not yell, I just challenged her arguments as to why she could not, I did not use profane language and remained professional at all times. I said "Thank you, for doing this for me". Her response in a rude tone, I did not do it for you, I did it for [redacted] (my service advisor at Ford).

She then handed me off to the sweet heart [redacted], when [redacted] handed me off to [redacted] said "Show this young boy to a vehicle". [redacted] was rude, and highly inappropriate. She was like that in front of her co-workers, the Ford shuttle driver, and my friend who was with me. I bit my tough and gladly let [redacted] finish the transaction.

I have never been treated like this in my life, I am asking Enterprise to do something about this.

Today (28 Sep 2014), the vehicle status pops up saying Oil Change is needed.Desired Settlement: Based upon the poor business conduct of the manager and her inability to manage her fleet, I am requesting that she at the minimum receives a write up or to my satisfaction is terminated and to have a apologize from her superior. That Enterprise Leasing Company of Phoenix, LLC also covers my liability of the vehicle (taxes as the dealership is paying for the rental itself) and gives me no charge for return of vehicle on a empty tank of gasoline.

Business

Response:

Spoke to customer. Rental was taken care of through the dealership. when talkign with customer we explined that we have handled the incident with [redacted] internally. CUstomer has ben taken care of.