Enterprise Rent-A-Car Company, Inc.

RE: *** *** ***- Enterprise file *** To whom it may concern : Please accept this correspondence as our response to the complaint filed by Mr***We have reviewed the concerns raised by Mr***Mr*** rented a Nissan Altima from Enterprise
Rent-A-Car of Wisconsin, LLC dba Enterprise Rent-A-Car at W College Avenue Appleton, WI. At the time of rental, a vehicle inspection was completed in the presence of Mr*** and it was determined to be rented without existing damageThis was confirmed by Mr*** by him initialing on the face of the rental agreement as acknowledgement of the vehicle condition. Mr*** returned the rental vehicle to Goss Auto Body 03/06/Upon inspection of the vehicle by Enterprise Rent-A-Car employee at the body shop the damage to the vehicle was discoveredThis damage was not previously documented at the time of the rental and therefore, a change in vehicle condition report was initiated. Mr*** expressed his concerns that there was no damage on the vehicle when he dropped the car at Goss Auto BodyPursuant to section 1D of the rental agreement “Rental Period” “mean the period between the time the Renter takes possession of the Vehicle until the Vehicle is returned or recovered and in either case, checked in by Owner.” The damage was noted upon check in by Enterprise Rent-A-Car. Mr*** was sent an invoice for the amount of $380.00. We respectfully believe that a thorough investigation into this matter was performed and that the amount sought by Enterprise from Mr*** is reasonable, appropriate and in accordance with his obligations under the terms of the rental agreement. At this time, based on the rental agreement signed by Mr***, he would be responsible for any change in condition to the rental vehicle. Thank you for your consideration in this matter. Please contact the undersigned should you have any additional questions. Sincerely, *** ***Group Risk Manager

Hello,
Please see follfrom the manager that handled the vehicle locally:
Hello! Reagan international did the claim for the wrong vehicleThey did the claim on 1/and not when the car actually returned on 1/to MKEThere are notes for this customer about switchouts at Glendale,
so she was in MKE areaI already reached out to *** and he is reaching out to the Loss Control Manager in NY
***
*** ***
Enterprise Rent a Car
Branch Manager
General Mitchell International Airport
South Howell Avenue
Milwaukee, WI
Phone: 414-294-
FAX: 608-498-
*** *** is our Loss Control Manager for Wisconsin, so he will communicate with New York to get this straightened out. *** and/or parties from NY Loss Control will keep in contact with the customer
thank you,
*** ***

All, Thank you for forwarding on. We resolved this with our customer and we are no pursuing for damages. We have also assured the customer that we will handle the customer service concern with the mentioned employee appropriately. This matter can be closed. Thanks
again

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***
Why was I not allowed to view the vehicle? The pictures that you sent me shows no damage

Hello,
Mrs. *** *** did send letters to Mrs*** and her attorney on 1/28/2015. Please respond if these have been received
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,
*** ***

Our [redacted] spoke to the customer this morning and we are refunding her the cost of her rental for her inconvenience.  Registration is now up to date.  This is good to close.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of...

the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]I do not accept this response as I called right back and left a message. 5 days later I have yet to hear from them. This just shows what I have been dealing with this entire time! Horrible business.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not...

resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[Thank you, but the remotr I received yesterday do not belong to be. As described, my remote has a no clip on the back as it had been broken off. I would feel much more comfortable having my own remote that is programed to my home. Thank you if need be please contact me again for discription. Thank youTo assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in...

reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]

The reason why I am rejecting the offer of Enterprise taking care of the balance of$ 81.48. Is the company has inconvenience me enough I have been dealing with this issue since 11.27.2015 and it still isn't resolve. The company should be taking care of the balance and returning my deposit in the amount of $150.00. To accommodate me for this ongoing issue were it took to the middle of December to even get a response. As told to me by management at the Downtown Milwaukee location. Once I return the rental the deposit would be release. If that's what I was told that is what Enterprise should be offering the return of my deposit.

Hello,Please see the response from my Area Manager below:
I
spoke to [redacted] and he aknowledged he did want to protect the car.  I
agreed to charge him for just the DW at 12.99/day plus tax along with the
$27.80/day plus tax for the two extra days they kept the car.  I have
refunded...

$743.11 to his card today.  They also disputed the charges with
their ccard company and agreed to call and reverse that dispute.
 
[redacted]
Area Rental Manager
Enterprise Rent-A-Car
Southeast Wisconsin

Mr. [redacted] rented a 2015 Hyundai Sonata from our Milwaukee
International Airport location on May 20, 2015and returned it on May 21, 2016. At
return damage was noted to the rear spoiler. 
The Milwaukee team tried to reach Mr. [redacted] on May 21, 2016
to discuss the damage; leaving Mr. [redacted] a voicemail message. Our office
performed a vehicle history search and our investigation did not find this
damage as being noted prior to Mr. [redacted]’s rental. Our office as well as our
local office advised Mr. [redacted] that we would continue to pursue him for this
damage.  
  
Mr. [redacted] continued to deny
responsibility for this damage and as such we placed his claim with our
collection agency on October 1, 2015. Mr. [redacted] contacted our office on
February 18, 2016 asking for claim documents to be sent to his insurance
company State Farm. We received payment for this claim form State Farm on March
9, 2016 and our claim has been closed since.

Business is waiting to hear back from consumer after she has contacted Chrysler.

[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.  We did receive the letter from Enterprise.
Regards,
 
[redacted]

I have forwarded this concern to our area manager who will be reaching out to the customer.  We will provide an update once contact has been made.

We have contacted the customer.  The customer is aware
of the qualifications required for under 25. He was confused because in the
past he had gotten a free upgrade into a F150 out of the 4415 location. We set him up with a 1 day
rental out of 4406 this Wednesday and took care of 2...

hours for him so he would
only be charged 1 day.Customer seemed satisfied.

RE: [redacted]- Enterprise file [redacted] To whom it may concern: Please accept this correspondence as a supplemental response to the complaint filed by Mr. [redacted]. We have reviewed the concerns raised by Mr. [redacted]. Mr. [redacted] rented a 2015 Nissan Altima from Enterprise Rent-A-Car of Wisconsin, LLC dba Enterprise Rent-A-Car at 4500 W College Avenue Appleton, WI. At the time of rental, a vehicle inspection was completed in the presence of Mr. [redacted] and it was determined to be rented without existing damage. This was confirmed by Mr. [redacted] by him initialing on the face of the rental agreement as acknowledgement of the vehicle condition. Notwithstanding the foregoing responsibility to reimburse Enterprise Rent-A-Car for the vehicle damage, we have decided, as a matter of customer service, to close out file.  At Enterprise Rent-A-Car, we strive to satisfy all out customers by providing excellent customer service. We hope that our diligent efforts to resolve and address this matter have demonstrated out commitment to customer service. Sincerely,  [redacted]Group Risk Manager

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]While this seems to have given Enterprise a nice way to fix some of their own internal communications problems, NOWHERE do they say they have dropped this spurious claim against us.  We will be glad to accept it if they apologize and completely drop this fraud attempt and send us confirmation that it is dropped completely and they will not bother us again and will stop their vigorous efforts to get to our insurance company so they can extort money from our insurance company.  We have refused to provide them with the insurance information, and will continue to refuse.
Regards,
[redacted]

This is in response to complaint #[redacted].  We will be taking care of the remaining balance of $81.48 for the customer.  Our Area Manager cannot reach the customer, as she is not answering her phone and the voicemail is full and won’t accept messages.  We are removing the balance and...

our Area Manager will email the customer to let her know.  Thank you.  Please respond to this email and let me know if there is anything else needed. [redacted]