Enterprise Rent A Car Company of KY

Good Morning,
Our Airport Manager, [redacted] spoke to Ms. [redacted] regarding her experience.  We have apologized for the issues she had with our location and agree that we will reimburse her the difference.  Ms. [redacted] is sending [redacted] the receipts and calling him back with the amount...

that she is to be refunded.
Thank you,
[redacted]
Executive Assistant
EAN Holdings, LLC.

We are unfortunately unable to come to an agreed resolution with Mrs. [redacted].  We agree to disagree on the timeline of events and we were unable to qualify her for the rental.  We don’t agree that our company not being able to provide and/or qualify Mrs. [redacted] for a Truck Rental caused...

her to purchase a brand new truck for $47,000.  The only resolution she feels is sufficient is for us to pay 2 of her car payments.  We have offered her a discount on a future truck rental or retail rental and Mrs. [redacted] refused. 
Our Group Truck Manager let her know that we would be sending in the response as “unable to come to a mutual resolution” and she agreed.
Thank you,
[redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory...

to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
 
 
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The vehicle was rented in Birmingham, AL.  We have forwarded this Revdex.com information to that group and they were going to contact.  If they have not heard from anyone, they can reach the Group Headquarters in Alabama at ###-###-####.  I am unable to look at any of their ticket...

information since they are a different group.
Thank you,
[redacted]Executive Assistant%

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.
I have not heard from anyone from Enterprise, How nice that they consider my problems settled with no contact.
Regards,
[redacted]
 
 
 
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Good morning!
Our Area Manager, [redacted], spoke to Ms. [redacted].  They agreed that we would waive $300 of the$500 deposit and she would only be responsible for $200.  Ms. [redacted] gave [redacted] authorization to charge her credit card for the $200 on February 27th and we have closed this out on...

our end.
If you need anything further, please feel free to let me know.
Thank you,
[redacted]Executive AssistantEnterprise Holdings, Inc.

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

For some reason, they declined roadside switch-out and she had to buy a plane ticket to get home.  We are trying to locate the phone call with roadside to find out what happened, but we will be refunding the cost of the airline ticket - $282.60. Thank you,[redacted]Executive...

AssistantEnterprise Holdings

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.Regards,[redacted]

Good Afternoon,Our Area Manager spoke with the customer and they will contact her for their next reservation and [redacted] will take care of setting everything up.If you need any additional information, please let me know.Thank you,[redacted]Executive Assistant

Our Area Manager spoke to Mr. [redacted].  We have contacted our Damage Recovery Department to notify them to stop seeking payment from Mr. [redacted]. 
Thank you,
[redacted]
Executive Assistant

Our Area Manager, [redacted], spoke to [redacted] and he has her information to contact with any future issues.   Thank you,[redacted]Executive AssistantEnterprise Holdings

Good Afternoon,
Our Area Manager spoke to Ms. [redacted].  Charges were not explained to her properly and for the service she received, we are refunding Ms. [redacted] $65.  My understanding is that she was pleased with the resolution and will contact us again for any future rentals.
Thank...

you,
[redacted]
Executive Assistant

Our Indianapolis Enterprise Group Headquarters received Ms. [redacted]'s Revdex.com request on November 18th.  The Administrative Assistant forwarded us the information because she stated it was a branch in our territory where the incident occurred.  Myself and [redacted] have left messages and I...

sent Ms. [redacted] an email yesterday asking her to contact me so we could discuss further.  In the email I also listed the items that I needed to be able to investigate for her.  We have not had any success reaching Ms. [redacted].
If Ms. [redacted] would like to speak further or can provide the additional information needed that was requested in my email to her, I can be reached at ###-###-#### or by email at [redacted]
Thank you,
[redacted]Executive Assistant

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be...

satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.Regards,[redacted]

Good Afternoon,We have reached out to the customer via phone and email with no response.  The phone number listed does not have a voicemail, so we are unable to leave a message.  At this time, we will consider this closed.Thank you,[redacted]Executive AssistantEnterprise Holdings

Good Morning,
Our Group Rental Manager, [redacted], spoke to Mrs. [redacted] on February 20, 2015.  There were many things that we did not do for her that she expected from a top rated customer service company.  There was mis-communication where we believed the insurance...

company had sent in the last day for the customer and we charged Mrs. [redacted] and her husband for the balance.  Their insurance company called and said they would pick up the rest of the rental, so we refunded them fully for the charge.  We also offered to pay for any overdrafts they encountered.  Unfortunately, Mr. and Mrs. [redacted] are still unhappy with the situation and have decided to use a different rental car company if they have a need in the future.  [redacted] did give them her contact information in case they are willing to give us another opportunity to earn their business back.
Thank you,
[redacted]Executive AssistantEnterprise Holdings, Inc.

Revdex.com:Everything in that last message is comical.  Everyone knows that I was racially insulted and the police can verify that my new phone was broken.  I also have not been refunded for my rental or compensated in anyway.  I was told that the $200 was for compensation for the taxi payments from all the taxi money spent on rides to various enterprises for nothing. So in my eyes and the publics eye this matter is far from settled 
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.
Regards,
[redacted]

Good Morning,
Ms. [redacted] had an insurance rental and the insurance company set the last day that they would cover the rental through as 11/17/2015.  We notified Ms. [redacted] on multiple occasions of the last day set by the insurance company and that we needed either the car returned or...

for her to come in and pay for the rental.  She would not speak to our office directly, only by text and did not return or pay for the rental.  Our Area Manager was able to speak to Ms. [redacted] on Friday.  She told him that she would be returning the vehicle and paying the balance owed.  She did return the vehicle, but did not pay the balance.  We will continue to pursue for the $773.08 balance owed.
Thank you,
[redacted]Executive AssistantEAN Holdings, LLC

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.
After reviewing the response from Enterprise rental. The accusations that I have not spoken to them directly is FALSE information. [redacted] who is the customer service rep, I spoke to several times and [redacted] a few times to leave messages. [redacted] did not inform me on 11/17/15 that the rental was not being paid for by the insurance company until Dec. 4, 2015. Enterprise have failed with their customer service and need to change it in the future with serving each customer. After filing the complaint with the Revdex.com I received a harassing phone call from [redacted] to argue about my complaint and email. Instead of a "how to better serve your customer call"! He is right about ONE thing I have since returned the car and Will NEVER do business with them again. I have also called numerous times today to see exactly what the final balance is and have been on hold as long as 10 mins and still NO ANSWER. I emailed [redacted] to make him aware so that Enterprise is aware if their communication failure also. Regards,[redacted]