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

Management has reached out to this customer to discuss and we are waiting on a response from him.

She has been contacted again on August 12th.
  The refund has been processed as well.

Per Area Manager [redacted]:"I spoke with this
customer last week as we don't typically bill shops for rentals --- the shop
paid us recently and we were able to reverse her deposit.  I confirmed
with the business department today the check was printed and mailed.  I
will follow...

up with this customer tomorrow --- I haven't been in the office
today - and let her know that she should see this by early next week and
to follow up with her body shop for the delay in payment."

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 # [redacted]. I'm still waiting to hear back from the branch manger [redacted] last emailed me on July 18th and said he was waiting for an approval to have a check mailed to me and will get back to me ASAP. I have not heard back since Monday July 18th or received a check. 
Regards,
[redacted]

Revdex.com:
I have not heard from anyone at Enterprise since Jul 14, 2016, at 9:52 PM by email from [redacted]. I replied back to his message at Jul 15, 2016 at 6:13 AM and have not...

heard back since. Hi [redacted],We were told by your roadside assistance rep that we could switch the car out at the [redacted] location and that they had a car waiting for us when we got there. When we arrived at the [redacted] location to be told they were never contacted and don't have a compact car available, only SUVs. We told them we would pay the difference so we can get back on the road. Then the story changed and said they do not take cars that need to be serviced. She called her manager and the manager said "we can't do anything for you". We call roadside assistance again and now they send us 45 minutes away to the [redacted] location to find out the same thing. To find it was the Manger [redacted] who also manages the [redacted] location also. [redacted] was very rude and handled the situation disrespectfully. The way he talked to us like we were trash was uncalled for. We called roadside assistance again who gave us two options to either have the car towed back to [redacted] on our expense, over 100 miles or drive the car back to [redacted] to have the car switched out. The car was unsafe as the tire had a slow leak from the minute we picked up the car. Enterprise was notified within two hours of having the vehicle that we had a slow leak and that the low tire pressure would come on after filling air. You can't drive that far on major highways with a spare, that's not safe and can't believe Enterprise recommend that. We were also told by an enterprise rep that they would send someone within 3 hours to switch the car and tow the other. We call an hour after they should of arrived that nothing was scheduled besides a one way tow. We confirmed 40 minutes before abs they said they were on their way with another car. Why lie and tell us those things if you're not going to bring us another car. It was a trap so that Enterprise could get the car back. They towed the car and never switched the car out with another.  We were stranded without a car and had to pay $90 for a cab to take us to the nearest car rental place and paid an additional $498 for a car rental for two days from another rental company. Enterprise left us no choice, you ruined our vacation as we had to play wild chase with enterprise for two days by running around to locations to be lied to and could not get a rental for another two days after from another rental company. We had no transportation for two days and was left stranded. I was given nothing but poor customer service and lies from every rep we spoke to. I find it ridiculous that I even have to do this as this could of been resolved instantly at the [redacted] location. I understand things go wrong with cars but this could of been fixed by switching out the car.  
Regards,
[redacted]

Hello,  Area Manager [redacted] has looked into this claim and has consulted with our Risk Management department. We have determined that the customer is  not responsible for the damage on the vehicle and will not be charged. We apologize for the inconvenience. [redacted] has been in...

touch with the customer on this issue.  Thank you,

Please provide the location from which you rented, the ticket number provided is incomplete.

Area Manager [redacted] has reviewed the attachment and has left a voicemail with the customer to resolve the matter.

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 #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
Regards,
[redacted]

Per the Branch Manager [redacted]:
"Customer is very
happy with the solution. I offered her a full refund, she accepted. I
apologized profusely for the inconvenience and safety concern that she
experienced and that none of our branches were able to switch her out. She was
happy that I said...

that we want to make it up to her and take care of it
completely for her. She said she will 100% rent from us again as we are doing
more than what she wanted and thought was reasonable."

The
billing cycle for this program is on a week delay so after the customer returns
we send the bill to [redacted] for payment, this bill is only the amount of time the
customer was in the car.  So if you were to return on Thursday the billing
would take place through the following weekend.  This was explained to
this customer when the got into the vehicle, while they were in the vehicle and
I once again explained it to him after this issue.
 He
was only charged for the time that he had the car and he hasn't supplied any
information that would lead us to believe otherwise.  He was charged for
what he used and nothing more.

Per [redacted]: "I am in touch with the customer. He paid with a voucher, so
I cannot refund his card directly. He wants to be refunded, so I am trying to
get his address so we can cut a check."

Per [redacted], Area Manager: We
resolved this complaint and are not pursuing for damages.  The customer
was satisfied with the resolution and thanked us for our response.

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 #[redacted]. I...

understand that by choosing to accept the business response that my complaint will be closed as resolved. 
Regards,
[redacted]

I just spoke to this customer in length. I explained that this situation is
nothing to do with where an individual is from or their personal nationality
but what Country their current valid driver’s license is from. I explained in
the State of Massachusetts we are abiding by the guidelines of...

the
Massachusetts Registry of Motor Vehicles. Massachusetts will only honor valid
licenses from countries identified in Appendix C of the current Massachusetts
Driver’s Manual. Unfortunately, United Arab Emirates is not listed in this
Appendix.
 She
was very willing to listen and her main issue was that they had rented
previously and at this last instance had a confirmation number, so her question
was why was that allowed if we are not able to rent to someone with a driver’s
license from UAE. I explained we are working to improve upon our training and
our internal procedures to not allow that, but in this instance the employee
was correct in not honoring the reservation and working to find them an
alternative solution. She said she was very happy with [redacted] in the years past
and would hope the law would be updated soon to be able to rent from us again.
Conversation
ended with her understanding the law, our need to abide by the law and more of
an understanding as to why at this time we were unable to rent to her husband
with a United Arab Emirates driver’s license.

We are in receipt of the complaint filed with your
office.  This office reviews all customer complaints with scrutiny as
customer service is extremely important to Enterprise.  Please accept this
correspondence as our formal response to the complaint.  Our customer has
filed...

numerous complaints with our company directly, The Office of Consumer
Affairs and Licensing, as well as disputed her rental charges with her credit
card company.  During the Rental Agreement with Enterprise Rent-A-Car,
there were numerous issues with billing that were all addressed swiftly by our
company.  She alleges that Enterprise agreed to refund charges and has not
yet complied with our agreement.  Please note that Enterprise refunded a
balance of $139.66 on Rental Agreement [redacted] resulting from customer service
complaint filed by our customer.  In addition to the refund, we agreed to
discount her next rental by 30% which amounted to $311.14 on Rental Agreement
[redacted].  During her final Rental ([redacted]), the customer damaged the rental
vehicle which amounted to $1,931.95 (including damage estimate, administrative
fees, loss of use, and diminishment of value).  As a show of good faith in
light of receiving multiple complaints, Enterprise has reduced the amount the
customer is responsible for by $925.43 bringing her current outstanding balance
to $1,006.52.  These three actions come to a total of $1,376.23 in reduced
charges.  During our research of potential unauthorized payments, there
appears to be no validity to her claims.  Her credit card provider has
ruled in our favor on two separate instances deeming the customer responsible
for the charges, the charges are valid, and proper credit card procedures were
followed for each transaction.  Please feel free to contact our
administrative office with any further questions we feel our dispute is resolved
at this time.

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 #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved.  Thabk you you for your help!
Regards,
[redacted]

The refund was processed via the credit card the customer used.

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 # [redacted]. . 
 
Regards,
[redacted]

Please provide a reason for rejection so we can further resolve the issue.