Enterprise Rent-A-Car Company of Sacramento

To whom this matter may concernAbout enterprise car sales: I [redacted] bought my vehicle on Feb 7th pre-approved by [redacted] there was delay because of license however [redacted] never said anything about what I should doOn Feb 24th he called me + stated they wouldn't fund loan + I said I didn't want to go with anyone else + he took it upon self + dis-respected my request + ran my credit multiple times lowering my credit scoreOn Feb.8th [redacted] ran credit score [redacted] ran three reports over and lowered my score Why after I told him no on Febonly the [redacted] pre-approved letterPlease address at onceLet me know results pleaseThank you for all your support [redacted] Ended up paying them

Unfortunately, despite working dilligently to get this contract funded by the bank in question, the retail installment loan contract was never funded by the bank We would have liked nothing more than to have this business and have the customer satisfied with their purchase experience, but we are at the mercy of the bank in this instance We did refund the customers money when they brought the vehicle back in

We have refunded the amount of $to the customer A message was left for customer advising of the refund

We have made multiple attempts to reach this customer and have left many voice mails and she has not returned any calls The customer was charged and refunded the correct amounts on the contracts that were typed correctly per either the agreement with the insurance company or the body shop that was connected to her rentalHer main issues are that she found a cheaper internet rate while she was in an insurance rental and wanted us to charge her that amountHer other issue is she read a few complaints online that say people got scammed so she is under the belief that she is experiencing the same thing by proxy of the internetTo date we have not heard back from the customer If she follows up we will let you know

Revdex.com: I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me However since the business had already promise a check & then reneged on that, I would like to keep this case open tillI have received the check[redacted] ***

We definite [redacted] on [redacted] sent the loan to [redacted] the day (Feb 7th) and week of the sale as requested so she is mistaken or confused by stating that the sales person did not wait for the Gapproval, we had the approval immediate**Our CUDL records on [redacted] show [redacted] that week On 2/we received a Fund Delay from [redacted] which stated that they were unable to fund this loan because she had a “temporary” license, not an “interim” license [redacted] called the customer that day and she explained that she was app**ing for a commercial license so they would not give her an “interim” license [redacted] recommended she go into a Gbranch and ask for an exception and that he would reach out to his contact at Gand do the same [redacted] would not grant an exception to the customer or to *** The customer called back in to [redacted] to explain this [redacted] recommended that she go back to DMV and get an standard interim license which she said she wouldOn 3/ [redacted] called [redacted] to tell him they were sending the deal back to us and could not go forward with the funding because of the driver’s license issue [redacted] made the call at that time on 3/to submit the customer’s application to a few of our lenders that do not require proof of interim licenseThis is common practice when a loan runs into problems with fundingWhen the customer signs a standard credit application, they give us written permission to do this exact thing.On 3/ [redacted] called [redacted] and talked them into keeping the documents for more day The customer was able to produce an interim driver’s license that day and [redacted] sent it in to [redacted] *He also updated [redacted] at **.On 3/ [redacted] funded the loan after a couple days of final review.Here are the notes from the CUDL software showing dates and [redacted] *’s notes from [redacted] stating unable to fund with temporary license.2/24/11:AM PT Lender -- [redacted] Credit Union Comment from **, [redacted] Fund Delay FundDelay Waiting on applicant to get interin license, unable to fund with Temporary licenseThank you [redacted] **2/26/9:AM PT Lender -- [redacted] Credit Union Comment from **, [redacted] return to dealership per request3/4/4:PM PT Lender -- [redacted] Credit Union Comment from **, [redacted] dealer is sending deal back to goldenapplicant has interim licenseI can provide more detail as neededHere is a link to a FAQ posted from [redacted] credit bureau that clear [redacted] states that a dealer sending a loan application to multiple lenders does not affect ones score: [redacted]

I am rejecting this response because:What the Enterprise representative ("***") said to you is only partially true It is true that after they made zero effort to resolve the original complaint despite my repeated attempts, they only made an effort to do so after [redacted] , the nationally syndicated National Geographic Traveler Ombudsman, intervened on my behalf After he contacted them I received conflicting messages from two different Enterprise employees to the tune of "you've been awarded points" and "no, I've reviewed your case and you are not eligible to receive points." This is similar to the way this matter began as I was told "yes, if you sign up for Enterprise Plus while your rental is active you will earn points for it" and then another employee said "No, you aren't eligible." After I reported back to [redacted] about the conflicting messages with regard to the points being awarded, a more senior employee wrote me an email to verify the points had been awarded I still can't believe I had to make all of this effort to simply get them to rightfully credit me the equivalent of about free rental day in points after renting from them for over one month Ridiculous As a result of this complaint being filed with you, in early December I received a few voice messages, both at home and at work, from their employee [redacted] , Area Rental Manager I called her back and received a recorded message that she was out of the office until about Dec9th (or so) I left her a voice message to the effect I knew the points had been credited but still had a negative impression of their company based on the recalcitrance exhibited over awarding the points for my month-long rental Over a week went by and yesterday she called back and left another voice message stating she thought I should be awarded a free weekend rental I received a letter dated Decfrom her today offering me this free weekend rental I am under the impression the only reason they are offering this free weekend rental is to get you off their back.To conclude, their employee ("***") who wrote to you is absolutely incorrect that I never called [redacted] back and her making this statement to you is further evidence of the largely incompetent manner with which this company has handled this matter I remain unimpressed with them as a company and my complaint stands [redacted]

Attached is a document containing our response to complaint [redacted] Please advise if you have any further questions Thank you!

As of January 18th, we processed a check to have it sent to our customer's North Carolina Address for the full amount of $to cover the differenceOur customer paid through EuropCar and I am unable to speak for that companyBut as a goodwill gesture, we, Enterprise Holdings, will process
and send a check for the difference

I received the check today You may close this complaint Thanks for your efforts

We have contacted the customer and they aware that they will not be responsible for the damagesWe explained the reason we were calling, and thanked them for there businessThe customer is fine, and is well aware that the damages have been waivedI also just looked at the date of the complaint
which was from the 10th and we just received itRegardless the customer is fineI will send out a note to the DRU to not pursue, just to cover our bases

To cite all of the erroneous information contained in this complaint would take the entire weekend and, unfortunately, I unable to spend the time to do soThe price he states he paid is inaccurateHe paid $21,minus the $1,rebate from Nissan resulting in a "sale price" of
$20,The ONLY reason he did not buy the vehicle for the price he states was advertised is due to HIS decision to NOT finance the vehicle through NMAC, which is stated as a requirement to receive the advertised priceThe advertisement contained incentives from the factory, in the form of rebates that MUST be qualified for, that Mr*** CHOSE to waive when he financed through bank of his choosingAs for the warranties that Mr*** CHOSE to purchase, we are more than happy to "cancel" them for him, as we explained to him very shorlty after his purchase when he first expressed a desire to do so, those monies will be applied to the loan balance, thus lowering the amount he owes on his AltimaWe have spoken with Mr*** regarding exactly how to accomplish this and he has yet to avail himself of these optionsWe, as the dealer, are unable to cancel products on the customers behalf without the appropriate paperwork being signed priorWe will gladly contact Mr*** again and offer the same thing once more

The situation has been resolvedWe have awarded the points to Ms***’s account and we have also sent her a letter for a free Weekend Special rental (Fri-Mon). We have left several messages for MsStarkey and to date have not received a return call If you need anything else from
us regarding this concern, please feel free to reach out to me directly. Thank you,***

We have made contact with the customer and thoroughly explained our process and the fact that there are different credit bureaus which could all show different credit scores. We told customer we would further research how her credit score may or may not have been impacted by our inquiries surrounding her car purchase. We will follow up with the customer in the next week. Customer is satisfied with our response

We spoke with Miss *** early this month. She was very upset that the salesman was speaking with her father and not her. He has a specific power of attornery for Miss *** while she is in overseas serving our US Armed Forces in Japan. She has concerns that the
vehicle was used because it had holidays decorations in the trunk and total miles on it. When we offered to take the vehicle back (as she mentioned here) she refused stating that," we would rather just take the vehicle back instead of making a customer happy". My sales manager, *** ***, spoke with Miss *** and followed up with her directly via email, as she requested, concerning the accessories she ordered for her new vehicle. He informed her that one of the accessories was in stock but the other is is on an indefinite back order due to availability.
To the best of our knowledge this complaint has been resolved and we sincerely apologize for any inconvenience this may have caused

*** *** brought her Nissan Sentra with 67,miles into Pat Peck Nissan on 9-16-for a transmission complaint 7,miles out of warranty, Pat Peck Nissan at no cost ran a complete advanced diagnostic and was unable to duplicate, verify or find any concern with the complaint
*** *** returned on 2-26-with a complaint again about the transmission at 77,miles, Pat Peck Nissan again at no cost performed a complete advanced diagnostics and this time was able to duplicate the complaint and advice on the repair neededBoth times when *** *** brought the car in there was no warranty remaining on the transmission nor was *** ever charged to look at it. We here at Pat Peck Nissan understand this can be frustrating but we are only the dealer, we have to follow the manufacture warranty guidlinesNissan North America and Pat Peck Nissan have offered some valued customer assistance to assist with the repairAs of 3/13/Nissan North America or Pat Peck Nissan have not heard from *** *** with a responce to the assistance

Good Morning, my Area Manager's response to this concern is below. Please advise if you need further informationThank you!
I just talked with ***, the fiancée of the renter, in regards to the dispute of the final chargesThe customer, *** ***, ***
originally rented the vehicle for one day, $+ Tax and coverage, CDW $14.99, RAP $3.00, PAI $for a total of $per day. Mrs*** called in on Saturday to extend out till Monday and wanted to know how much it would beWe extended her out for two more days and let them know that it would an additional $to extend out till MondayShe then gave us the approval to run her debit card for that amount to cover the differenceWhen Mrs*** returned on Monday she thought her total bill was $and not $that the three rental days was actually forWhen we asked her if she understood that everything was on a per day basis and she said yesHowever, since we told her it was $when she called in to extend that she felt that we miss led her on the total and did not communicate it well enough. We confirmed once again if she understood the original per day price was $and that they had the rental for three total days which would equal a total rental bill of $Once again she agreed with that, but since we told her it was $she felt that what the total bill should have been*** then split the last day taking care of $to make sure she was completely satisfied and Mrs*** said that would be greatHer fiancée, ***, called back later wanting further explanation of this and the total charges*** once again explained everything the same and the customer did not agree with only taking care of $and did not like how *** was speaking to him
When I spoke with *** today he told me that he understood how the daily charge worked as well, but since we did not communicate that difference well enough that his total bill should have been $228.84. *** told me that they actually did not even need the car for Sunday but since we were closed that they had no choiceI offered to refund him back $more on the rental for a total of a $157.00 refund of the billHe stated that would be very generous and that money is tight for himHe was very thankful for me calling him and spending the time to listen and make his rental experience betterHe let me know that he will continue to use ERAC in the future and was thankful for my time and overall appreciation of great customer service

Good Afternoon. Our area manager reached out to the customer and his comments are below. Please advise if you need anything further from us. Thank you
I spoke to Mr*** last Thursday regarding this issueHe was a *** *** customer who we delivered a vehicle to
at the shopWhen he was done he left the vehicle at the shop and when we picked it up from the shop we noticed dents on the hoodWe picked up the vehicle about minutes after he dropped it there and we called him with in the hour to talk to him regarding the change of condition of the vehicleHe was adamant that it occurred after he dropped the vehicle and that it was our fault for not having an Enterprise representative at the shop to check in the vehicle
I explained to him the research process that we do to make sure that it was not missed damage and that I would be getting back to him on Tuesday, 8-19, after I researched the previous tickets and got the photos of the damage from the shopI researched all and saw that no damage was marked on the previous rentals, but from the pictures it was hard to even see the damageI let him know that we would not be pursuing him for the damages but thanked him for his patience to allow me to research the damageHe was grateful for me getting back to him and for Enterprise dropping the claim

We have contacted the customer and have agreed to refund the amount disputed

In my previous complaint letter I did stated the vehicle was driven by an unauthorized driverI am not disputing that factor of the claimMy concern is Enterprise DRU department (Direct recovery unit) already had all the necessary information along with the police reportThey even had their insurance company investigate the claimBeing all that of the information was at hand, during my follow ups their DRU specialist still stated I was not at fault and will not be responsible for paying any chargesEven up to today's dateEnterprise has not sent me a payment invoice.Two questionable concerns that I have are how knowledgeable are their specialists in understanding their own insurance policySince Enterprise will not honor the audio conversationsThe other concern is the sales tactic use to manipulate customers to purchase their insurance to gain salesDuring my rental transaction the sales representative disclaimed to me "by purchasing Enterprise insurance it will relieve me of any out of pocket expense regardless what happens or who's at fault (theft, stolen, damage, anything to the total value of the vehicle." This means, regardless what happens to the rental car it should be coverWhat could have made the situation more professional is disclosing a disclosure of what may or may not violate the terms and condition of the insurance.Thank you,*** ***