Enterprise Rent-A-Car Company of Sacramento

[redacted] (Enterprise Rent-A-Car Company of Sacramento, LLC)Thank you[redacted]

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

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 rental. Her main issues are that she found a cheaper internet rate while she was in an insurance rental and wanted us to charge her that amount. Her 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 internet. To date we have not heard back from the customer.  If she follows up we will let you know.

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.

The amount disputed has been refunded and resolved

The customer came to pick up the vehicle accompanied by a gentleman. After multiple attempts to reach the customer we started calling the other phone number on file which belonged to [redacted] who was with the customer at the rental branch. He stated that he had the vehicle and...

identified himself as the man that was with [redacted] the day she picked up. He stated that the car was returned to the Sacramento Airport at [redacted]. Our Branch Manager, [redacted], called [redacted] then physically went to the airport to look for it. When that was unsuccessful [redacted] said he would be back in town and he would help the car. A few days later it showed up at the Sacramento airport and they closed the ticket. That is when we discovered damages to the vehicle. After reviewing the cameras at the rental branch, [redacted] saw that there was a man with [redacted] but he never came to the counter to give his information to be added as a driver on the contract. It appears that [redacted] rented the car for [redacted] and he didn’t return it when she expected him to and subsequently left her with a large balance and damage. As far as her saying we bypassed her, the only person to respond to our calls was [redacted] stating that he in fact had the vehicle. At this point [redacted] owes $1432.19 on the rental as well as close to $900 for damages. She will be placed on Do Not Rent for amount owed as well as giving the keys to an unauthorized driver.

I am rejecting this response because:What the Enterprise representative ("[redacted]") 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 1 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 Dec. 9th (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 Dec. 16 from 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 ("[redacted]") 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]

We definite** on** 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 G1 approval, we had the approval immediate**. Our CUDL records on** show [redacted] that week.  On 2/24 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 G1 branch and ask for an exception and that he would reach out to his contact at G1 and do the same. [redacted] would not grant an exception to the customer or to [redacted].  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 would. On 3/3 [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 3/3 to submit the customer’s application to a few of our lenders that do not require proof of interim license. This is common practice when a loan runs into problems with funding. When the customer signs a standard credit application, they give us written permission to do this exact thing.On 3/4  [redacted] called [redacted] and talked them into keeping the documents for 1 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 3/10 [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.2/24/2015 11:50 AM PT Lender -- [redacted] Credit Union Comment from **, [redacted] Fund Delay  FundDelay Waiting on applicant to get interin license, unable to fund with Temporary license. Thank you [redacted]2/26/2015 9:59 AM PT Lender -- [redacted] Credit Union Comment from **, [redacted]    return to dealership per request3/4/2015 4:58 PM PT Lender -- [redacted] Credit Union Comment from **, [redacted]    dealer is sending deal back to golden1 applicant has interim licenseI can provide more detail as needed. Here is a link to a FAQ posted from [redacted] credit bureau that clear** states that a dealer sending a loan application to multiple lenders does not affect ones score:[redacted]

[redacted]'s Rogue was brought to us by a collision center stating after the front end collision the airbag light was staying on.  Vehicle had a currant DTC/Fault code for a airbag control unit. We called the collision center that sent the vehicle over for repair, we received...

authorization for replacement of the airbag control unit. After all repairs were complete the collision center picked up the vehicle. A couple days later Mrs.[redacted] called saying the airbag light was on before the collision and her insurance company should be refunded for the repair that our company performed because warranty should have to pay for it, She was upset with our decision and called us thieves.  You can call any repair shop on the planet and they will recommend the first step in any car that is sent over by a collision center, that had a front end collision and the airbag light stays on, is to replace the control unit witch did fix the car. If we did something wrong the collision center and her insurance company would not of paid the claim. Thank you

I am rejecting this response because: enterprise failed To properly inform [redacted], a person with cognitive, neurological and medically verifiable physical disabilities the nature of the rental contract. She informed enterprise she had difficulty understanding things and needed full explainations. She asked on three occasions if the contract was for more than one day. She was told the rental was for only one day. They did not inform her that the contract was open ended. If they could not fully explain their rental guidelines completely they should have never rented to he** Further, they lied to her and said they would file a stolen vehicle report on 05/20/15. They again lied days later and told [redacted] the report was filed.  They never filed a stolen vehicle report. I, [redacted], spouse filed the report myself which led to the vehicle being returned. They told [redacted] on the phone that they gave the man who stole the car verbal authorization to retain the vehicle for an additional 4 days without ever getting consent from [redacted]. They used intimidation tactics by having one of their investigators falsely claim to be an officer of the law. The enterprise staff said in a phone conversation to [redacted] that they cared more about their car than they cared about [redacted]'s life when she mentioned the man who stole the vehicle threatened [redacted]'s life. This was dictated to [redacted]'s husband, and approved by her

I am rejecting this response because:They are not...

responsible for criminal acts. However, they cannot be irresponsible, or negligent. They not only let the hit and run driver leave, they failed to keep her info, or report this incident to the police. This is gross negligence. I cannot collect from my insurance due to their negligence. Two nights later, they did not report to the police when my window was smashed. Furthermore, they do not care in the least, and I think the vandalism is inside job, connected to shop across the street--thus not reported. Please provide the name to file legal complaint against. Thanks

This was caused from a glitch in our reservation system due to a rate change. We have emailed the customer stating that we will refund him 146.20 for mileage fee. Tell us why here...

Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is okay with me.  However I will not be fully satisfied until I actually see the refund. so far nothing has shown up in my account. little concerned but do understand it takes up to a week to show.

I am rejecting this response because: I am unsatisfied with being told one thing and then being charged for this. The deductible from both plus my insurance deductible. What I said was since they are not a company that will stand by what their employees say I guess I will have to continue this with my insurance. Because does not seem like they are a refutable company.

We have refunded the amount of $183.57 to the customer.  A message was left for customer advising of the refund.

Tell us why here... At the time the renter returned the car she stated she was attempting to refuel the vehicle and that the space was too narrow for her to drive through and the front right bumper was scraped.  At that time, we filed a claim and took a deductible of $250. The total for damages...

was $522, with the unpaid balance being $272.  The renter attempted to use her credit card company insurance policy  to cover the damage, but the credit card company either declined coverage or she never followed up with them.   Payment for the claim was not made before 90 days, resulting in her being sent to collections for the balance and we have not heard from her until now.  We made multiple attempts by phone ( 5 in total)  to contact the renter since receiving her Revdex.com complaint , and have sent an email to the address she provided. The email was returned as undeliverable.  To date she has been unresponsive to our attempts to make contact.  We will not be refunding the $250 deductible or remove her from collections.

After providing unacceptable service, how Enterprise handled our case upon hearing...

what happened to us was quite disappointing. They offered to give me a $45 credit, which I declined.  I just learned that they have refunded my entire rental charge, which I never requested.I'm advised to prepare a write-up of my experience in detail and submit to local news outlets in hopes of raising awareness of such practice.

Better...

Business Bureau:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me. I accepted the offer of a complimentary rental, and it was completed with excellent service by [redacted] in the Lodi office. Also, Leslie the area manager assured me that the policy had been properly communicated to the branch employees to forestall any further problems for others regarding my original complaint. Thanks for your prompt and effective response. I'm very pleased with your service and won't hesitate to make use of it again if needed. Best regards,

After traveling from Yuba City to the Sacramento Airport to get a car from enterprise, I was told I had to return to Yuba City because they would have to verify my address, which is part of their job. I was also given false information about my ability to rent and what I can rent, considering I called enterprise a couple times to make sure I could get a car close to what I wanted specifically at the Sacramento airport enterprise. In otherwords, I was lied to. The man at the enterprise at the Sacramento Airport was very unprofessional. He also stated that, despite my being able to rent the car I wanted online, that if I did it online that once I got there they would deny it due to my age. Why give me the option of it's not truly an option? Enterprise needs to get their stuff together. Thankfully I went to woodland and was helped by a very friendly and professional woman at enterprise, who after hearing about my experience, aggreed that it was completely unprofessional, and told me that she herself would call the manager at the Sacramento airport to complain. Completely unsatisfied and will never use enterprise again.

Review: We made a reservation online for a rental car with unlimited miles. All subsequent confirmation and follow up emails reiterated "unlimited miles" with no qualifying information stating that there may be any limits imposed. When I went in to this location to pick up the rental car, the desk clerk in a seemingly friendly manner said, "So, you're renting for 9 days, where are you going?" I answered honestly that we were going to Colorado. Upon hearing this, his face changed and he said we would not have unlimited miles if we were leaving California, and in fact, "unlimited miles" meant not over 1000 miles in California. Nowhere in any of my emails or my confirmation with price and tax included did it say there would be additional fees or limitations on mileage. Under the heading Vehicle Mileage it states plainly "Unlimited Mileage and at the end of the line, "Included". No other fees or disclaimers are present. I requested the manager [redacted], who spent a number of minutes scouring his website to come up with a paragraph that he seemed to think covered the error, and he made no further effort to honor my confirmed reservation price. I walked out thoroughly disgusted with their false advertisement and attempt to extort extra fees from me. No apology was made for the deceptive nature of the confirmation, and no offer of resolution was made by the store manager [redacted] to ensure our satisfaction. We have used Enterprise in the past, to go to Colorado with unlimited miles in fact, and my husband's company has a corporate account with them. This customer service was worse than I would have expected from a cut rate company, and was a great disappointment from a national rental agency that advertises their service as a positive thing.Desired Settlement: I would like to be contacted by a senior manager regarding my complaint. We did not pick up the rental car, as I will not do business with a company that utilizes "bait and switch" techniques.

Business

Response:

We spoke to the customer and apologized for the miscommunication. Our mileage policy had changed but the branch personnel were not aware. We will give the customer a free 3 day rental and will also ensure that our employees are fully aware of the change in mileage policy.

Consumer

Response:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me. I accepted the offer of a complimentary rental, and it was completed with excellent service by [redacted] in the Lodi office. Also, Leslie the area manager assured me that the policy had been properly communicated to the branch employees to forestall any further problems for others regarding my original complaint. Thanks for your prompt and effective response. I'm very pleased with your service and won't hesitate to make use of it again if needed. Best regards,