Enterprise Rent-A-Car Company of Sacramento

The facts speak for them selves and these facts are not accurate and as you can see I am on a do not rent to..and I will be asking my state peers to also do not rent from Enterprise.1) I went there specifically for a reason, their staff fked the the contract up. It was for specific time frame:  they never called me..Staff is lying..they assumed they had info correct and had me sign.2) I found the car in their inventory hiding so they could charge me more as they are known for. No damage (pictures attached)3) I had no unauthorized driver, and my balance is zero. invoice attached

After further review, we have found the charges to be excessive and will refund the amount in question.

Enterprise cannot be responsible for the criminal acts of others. We have signs posted advising customers that we are not responsible for anything that happens to their personal vehicle while it is parked on the premises.Tell us why here...

Mr. [redacted] was contacted by our area manager and discussed the situation at the branch.  The matter has been resolved and we will be providing Mr. [redacted] with a rental for future use.  Please advise if you need additional information.Thank you,[redacted]

To whom this matter may concern. About 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 do. On Feb 24th 2015 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 score. On Feb.8th [redacted] ran credit score 685. [redacted] ran three reports over and lowered my score 643. Why after I told him no on Feb. 24 only the [redacted] pre-approved letter. Please address at once. Let me know results please. Thank you for all your support [redacted] Ended up paying them.

Tell us why he Please read the comments from our Area Manager:  On Friday, December 1st at 11:17 am I received a call back from [redacted] in response to the message I left. She explained what happened from her end. She felt that someone else had the vehicle and she should not be responsible. After she spoke, I replied stating that this entire issue came about because she gave the vehicle to a person ([redacted]) who was not listed on the contract and was unauthorized to drive the vehicle. The reason we spoke to him is because she was not responding to our messages and he was the only one that was picking up our calls. [redacted]’s number was listed as a second contact as well as a reference in her cash qualification form. He told us the vehicle was returned to the Sacramento Airport and it may be at [redacted]. She agreed that he told her the same thing. I then let her know that our branch manager, [redacted], had walked the lot himself and could not find the vehicle.  Two weeks later [redacted] went to the airport and she "located" the vehicle on the lot. She spoke to [redacted] at Enterprise and he explained that the vehicle must have just dropped. She suggested that it must have been there for weeks. I let her know that all rental car companies inventory all vehicles at the end of the day as well as throughout the day. She then backed off and agreed that her issue was with [redacted].  [redacted] feels there was no damage to the vehicle based on the pictures she took. However, the pictures she provided do not include the top of the door nor the roof, which is where the damage occurred. Ms. [redacted] is in no way being discriminated against. Our conversation was cordial and she agreed with everything I explained. re...

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. 
Regards,
[redacted]

The customer is from China and his daughter who lives in Davis, CA wanted to pay for the rental. The daughter was 23. I explained to her that if she wanted to pay for the rental we would have to make her a primary driver & there would be an underage fee of $25/day. At that point the daughter’s...

boyfriend stepped in & said she’s not driving the car & the father’s credit card was not going through. I explained the policy again & said, I can try running the credit card but if it doesn’t go through than the only option is to make the daughter the primary renter but the underage fee would apply. We ran the card again and it did go through. The boyfriend became agitated and began using profanities. I then asked if the customer had an international driver license. The daughter handed me the required print out from the Alamo’s website. The printout was correct but the picture on the printout was of bad quality. The boyfriend said “what’s the problem now?” I told him the quality of the picture is bad & it is important that the picture on the paperwork match the actual driver license. I never once said, “That is a crap copy”. I started to process the rental, speaking to the daughter as her father does not speak English. The boyfriend continued to step in and had a hostile disposition. We brought up a [redacted] Equinox. Neither the customer nor his daughter had a problem w/ the vehicle, but boyfriend said, “No, we booked a RAV4.” I explained that he booked a midsize SUV & we do not promise a particular car just the car class & if he wanted a RAV4, there will be a wait. The boyfriend became irate at this point and began yelling. At that point, I told him he is not the renter & I will stop all communication w/ him. After the car was brought back with a full tank of gas, the boyfriend, who is not an authorized driver, drove off in the vehicle. That action alone is reason enough for us to demand the rental be returned. Both the customer & his daughter understood everything I explained to them. The boyfriend questioned everything and responded “that’s [redacted].” I was fully aware the customer did speak English & I even understood why the daughter would be upset that she could not pay for the rental if she was not the driver. We would be more than happy to discuss this situation with the renter’s daughter. We will get in touch with her directly.

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.

The $396 she was quoted was including taxes, shop supplies. She called around and received a couple other quotes from other repair shops and the lowest one was $258.00 plus taxes & shop supplies. So we matched the exact estimate she received from a 3rd party witch was $258.00 plus tax and shop...

supplies = $308.15. After the repair was complete she stated she was calling the Revdex.com. I don't know were she received an estimate for $226.00 from us, I looked at all the paperwork and estimates and the only estimate I found was $396 tax & shop supplies included. Thank you

Enterprise Rent-A-Car has researched Mr. [redacted]'s claim.  Mr. [redacted] rented a vehicle from Enterprise Rent-A-Car at the Sacramento Airport.  At the time of the rental he purchased our Damage Waiver.  Damage Waiver is void if the vehicle is damaged while operated by an unauthorized...

driver.  Subsequent to the rental, Mr. [redacted] went to our Elk Grove, CA rental location and added Mr. [redacted] onto the rental agreement as an additional authorized driver.  Mr. [redacted] called us to let us know that the vehicle had been impounded after an accident.  He informed us that it was taken by his cousin, who was not authorized to operate the vehicle.  Upon receipt of the police report, it was confirmed that the driver was a Mr. Jaron Malik [redacted].  Mr. [redacted] was not authorized to operate our vehicle, therefore the Damage Waiver is void and Mr. [redacted] is responsible for the damages to the rental vehicle.

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]

Enterprise Rent A Car has determined that the customer is responsible for the charges.  We spoke to the insurance adjuster who confirmed that he had conversations with both the renter and the renter's daughter at the beginning of the rental to let them know that the insurance company would...

cover only 3 days due to policy limits.  At that time the adjuster advised the renter to file a claim with [redacted] Insurance because of the policy issue.  The adjuster followed up with [redacted] on 10/12 and discovered that the renter had not filed a claim. We discovered later that the renter did not have rental coverage on his own policy which may be why that never happened. Due to the fact that the customer was made aware of that by his adjuster, we will not be issuing a refund.  The customer refused to reach out to the insurance company to help me with this matter and the adjuster was very sure the customer was aware of the coverage limits.

At the time of sale there was a clean Carfax printed out and signed by myself and the customer. This vehicle as well as all vehicles we sell was inspected in our service department by certified Nissan technicians. We pride ourselves on quality products, and would never sell a vehicle that has been...

in any major accident. We woild be more than willing to work with the customer if he would like to trade his current auto in on a different one.

We have contacted the customer and informed them that we will be refunding $29.51.  Customer was satisfied with the resolution.

This customer came in on a tuesday and looked at the car, no word back from the customer until saturday when the customer calld in and talked to the salesman that she had spoken to on tuesday ([redacted]). Agreed to a purchase price and was told she needed to hurry in because other customers were looking...

at the car and we could not hold the car for her. Hours later the customer showed up and at that time there was someone else purchasing the car. I talked with the customer and agreed to look for another car for her. That was not an option for her, she stated her frustration and left. The following monday the customer returned and stated her complaint to my General Manager [redacted]. He agreed to sell her any car on our lot at cost for her inconvenience. The customer looked at a few cars and left. I feel we made every effort to make this customer happy. It is also my understanding that she has purchased a vehicle from another dealership.

Our airport manager spoke with Ms. [redacted] and has credited her account with the points from her last rental. Customer was satisfied.  thank you.

I am rejecting this response because:Please refer to previous complaint with this Revdex.com, complaint id: [redacted] dated 1/14/2015. The business responded to that complaint by stating that a check was being processed on 1/18/2015 to be sent to me. I accepted the resolution & the case was closed.However 3 weeks later, I have still not received that reimbursement check. Unfortunately this behavior is becoming a pattern with this company - as documented in my previous complaint.After several written promises, please finally send the check for $89.42.

After fully researching the renter's claims, it appears as though a breakdown in communication had occurred between Enterprise and the renter as to who would be responsible for payment.  Therefore, we are refunding the entire amount requested by the renter.

It was confirmed that the refund had not been processed.  A call was placed to the customer apologizing for the delay and that a full refund of $134.95 was processed on 9/28/16.