Enterprise Rent-A-Car Company of Boston, Inc.

Per Area Manager *** ***:"Right
now we are at a bit of a stalemate with this customer. He rented a
vehicle for an extensive period of time, out of pocket, but at insurance
rates. Since he rented at the insurance rate, per the loyalty program,
non of his rental days qualify for
loyalty rewards. I have explained this
to him twice and he still does not agree with the policy we have
Bottom
line is there are no rewards earned because his rental was at a heavily
discounted rate, that being the insurance rate
I
read the loyalty program guidelines and full retail rates are the only days
that qualify for rewards."

Per our Risk Manager *** ***:
I
have spoken to the customer and reviewed the claim and her concernsShe was
very satisfied that I called her directly and went through the entire process
and that our resolution was to close the claimShe said she would try us again
in the
futureThere was a Corp complaint also received on this and I have
updated all and also followed up with the DRU to confirm the claim is closed
and that the renter is requesting a notice confirming claim closure

Per *** ***: I
just spoke to the customer and we are not pursuing them for the damage. I
will refund their deposit and notify DRU. We can close this

Area Manager *** *** left voicemail for customer last week to discuss. Awaiting response from customer

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***..
I will respond to the letter from Mr***, however first I would like to summarize a very pleasant phone call that I received from ***, the area managerTo begin I would like to thank ***, the area manager and Enterprise for addressing my complaintsIn my original complaint, I requested an apology and also requested that my tolls and associated fees be refundedIn addition, I was concerned about the toll policy in generalI am pleasantly surprised to report that all three of these concerns have been addressed by ***, personally in a phone call.During our phone call, *** apologized for the poor customer service that I received and for the excessive toll feesHe explained that the current Enterprise policy is to rent electronic toll devices for per day plus any standard toll fees that are incurred based on usage of toll roadsI have confirmed that Enterprise has refunded my $I am happy to learn from ***, and also mentioned by Mr***, that the current policy (which was not in place at the time that I rented) includes a pamphlet explaining the toll policy and a fair toll charging policy for Enterprise customers. There are, however, a couple of clarifications that I’d like to make to Mr*** based on his response:1) Mr*** states that I was upset “upset about the toll violations incurred in our rental vehicle.”I object to the use of the word “violation”Violation implies that I broke the lawI did notThere are no more toll booths on the MassPikeIt is an official, legal alternative to simply get charged later based on license plate information. 2) Mr*** states that I was upset due to being charged tollsThat is not truePlease refer to my original reportI will not rewrite it hereI will briefly re-state why I was upsetThere are reasons:a) The main reason was the $“processing fee” that I was charged, which was incredibly nearly double the full charges of the tolls! (which were also overcharged to begin with).b) The other main reason was the incredibly poor customer service that I received, when I called to enquire about the excessive chargesI called up the office to complain about the toll policy and was told that the manager would like to make things right and would call me back within an hourI never received a call back.c) The city of Cambridge and the commonwealth of Massachusetts both require ethical practices for businesses that reside in the state and cityCharging customers outrageously high tolls and processing fees does not align with that policy. I consider the above minor issues and as far as I’m concerned, thanks to the outstanding customer service displayed by *** the area manager during our phone call, all of my issues have been resolved and this entire issue has been resolved.
Regards,
*** ***

I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in
reference to complaint #*** I understand that by choosing to accept the business response that my complaint will be closed as resolved. I have attached the receipt that was requested by Mr*** of Enterprise and I am requesting a confirmation of credit for upcoming rentalInfo provided to Mr***
Regards,
*** ***

Per Area Manager *** ***, the Newton branch manager spoke with the customer, is closing the claim and refunding the deductible

Per Area Manager *** ***: "I
reviewed the claim and spoke to the customerI let her know we are not going
to pursue this claimI also closed it with the ***."

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my
issues and/or concerns in reference to complaint # ***..
While I appreciate the @*** response from *** ***, I do not have much faith in his wordsI have been told since March 17th that I would be receiving a credit - and have not received oneAlso, I have checked my phone and did NOT receive a phone call or message from anyone connected with Enterprise RentalThey have provided continuous statementsI would ask this complaint stay open until the credit is actually received Thank You, *** ***
Regards,
*** ***

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #***I understand that by choosing to accept the business response that my complaint will be closed as resolved. Please send me a billing invoice and/or letter indicating a zero balance in this matterIn another letter I received from Enterprise on 06/19/regarding this claim, I was informed I would no longer be eligible to rent from ***, Enterprise or *** *** ***I would like this action rescinded as well Regards, *** ***

For customer service purposes, we are not continuing to pursue
this claim. Our Damage Recovery Unit has closed the file and has sent a
letter of confirmation to the customer

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments below.
I have received no messages.
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 submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #***I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*** *** This issue was finally resolved as far as I can tell. I finally received a credit back posted today 10-13-on my *** statement after weeks from the time I cancelled. In the future I would suggest *** provide a cancellation email to avoid these types of issues. I requested that *** give me a cancellation confirmation and was told they do not do that. It seems to me if you can send a confirmatory email when making the reservation you can provide the same when cancellingThe car was pre-paid to *** so any further communication should have came from *** as the charges were put on my card by ***. I tried to resolve this by phone on at least different occasions first with *** then times with ***. Also the advertising was misleading in that the charges were prepaid and this was not made clear that charges would happen months before the actual reservation would occur. Thank you for your attention in this matter.***

Good morning, This is in response to complaint # *** that was filed on 3/5/by *** *** It appears Mr*** was upset about the toll violations incurred in our rental vehicle. While we completely understand the nuisance this may have caused, we strongly believe
these charges are valid as Mr*** confirmed using toll roads with our rental vehicle. The totals came out to more than the actual tolls due to the administrative fees charged by HTA LLC which manages our toll services. We have transparent communication at our rental branches regarding the customer’s responsibility when it comes to using toll roads with our vehicle. At the same time, we hand out brochures to our customers to further explain the process. We take great pride in our customer service and would hate to cause further distress regarding this matter. With that being said, our Area Manager has contacted Mr*** to resolve the issue and refund the $in order to satisfy the complaint. Please feel free to reach out to me directly with any questions or concerns on this matter. Thank you, *** ***Regional Business ManagerBusiness Management Dept

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments belowThe issue the fact that they never said that until after I had paid for the full rentalThru out the entire time I had the vehicle the claimed I was getting pointsNot once did anyone ever tell me that the points weren't being applied to my rewardsEveryone just kept taking my card and number and saying yes we added your card for the pointsI should have those points added to my rewards according to whatI was being toldNot wait till I finished paying for the rental and then telling me because I had received the discounted rate that the points wouldn't be addedI should of been told that at the beginning and not a single person did until it was all said and done
Regards,
*** ***

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Information was provided and a response was never given
Regards,
*** ***

Area Manager *** *** has spoken with the customer and we will be issuing them a check in the amount charged Thank you,

Per Area Manager *** ***: "I've
left numerous messages for this customer asking her to call me back so I can
resolve the issue with her. Multiple numbers are listed on her
contract. Either she is not getting the messages or she has chosen not to
follow through with it
at this point."

Per Area Manager *** ***: "
I
spoke to the customer, we are issuing a full refund back to his card and I also
requested a $check to be mailed to his house for the transportation up to
Boston. Customer is happy with solution"

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to
complaint #***I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*** ***