Enterprise Rent-A-Car Company of Sacramento

Review: Booked a car rental with Alamo/Europcar in May 2014 with resv # 792779993. Europcar overcharged my Credit Card by amount $89.42. After several email exchanges with their Customer Care Dept, in which I was asked to provide a bunch of evidence documentations, which I did, they agreed to refund me stating that the check was on the way. See email below.Today, they went back on the promise to send me a check with the reason that Alamo no longer partners with Europcar. Inquiry DetailsDate Created: 10/14/2014 04:01 PMCategory: Add'l Charges, Fees, & TaxesAlamo Location: LCB7Reservation Number: [redacted]Entry Type: [redacted]-12/27/2014 03:44 PMDear [redacted],Your checks has been accepted please allow 21 business days to receive this.Kind Regards,[redacted]Email Customer CareEntry Type: [redacted]-12/18/2014 10:42 AMDesired Settlement: Refund the overcharge amount of $89.42. I have provided documentary evidence of this overcharge & customer support has already accepted that this is due to me.

Business

Response:

As of January 18th, we processed a check to have it sent to our customer's North Carolina Address for the full amount of $89.42 to cover the difference. Our customer paid through EuropCar and I am unable to speak for that company. But as a goodwill gesture, we, Enterprise Holdings, will process and send a check for the difference.

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.

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]

Consumer

Response:

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.

Consumer

Response:

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

Before November 27, 2014, I had never rented from Alamo, but after the experience I had on that day, I will never rent from them again.

I flew in to Sacramento to visit friends for Thanksgiving. I had a reservation at Budget, but as they had run out of vehicles, they suggested I try Alamo. When I went over to Alamo, they told me the best they could do was rent me a vehicle for $150 per day since I did not have a reservation. As I was desperate to get to my friends' house due to the holiday, I proceeded with the rental.

When I checked their website later on, the price for the same type of car was $53.98 per day plus applicable taxes (I'm pretty sure that applicable taxes do not total $96.02). I returned the vehicle the next day so as not to incur any further charges, but I find it disgusting that Alamo preys on its customers during times of desperation and unforeseen circumstances. Price-gouging and taking advantage of customers is bad in and of itself, but doing it during the holidays when people want to be with their friends and families is heinous and abhorrent behavior.

Having been cheated once by this company, I will be wise to their practices in the future, and they will see no more of my business.

Review: Due to a car dealer damaging the transmission in my car (by failing to refill the transmission fluid after draining it), I found myself suddenly in the lurch. I was referred to the downtown Sacramento Enterprise office by a car repair shop (this referral is why Enterprise is refusing to award points in their member rewards program. I was not a member of EP prior to this rental. About a week into the car rental, I called the local office and asked about switching my rate from the $2 daily discounted rate ($37.99) extended to customers of the car repair shop to a weekly rate as I had no idea how long my car was going to be out of commission. Local Enterprise staff told me the standard weekly rate of $189.99 would be a better deal so my contract was switched over to this. After a couple of weeks I researched the EP program online and read that if I enrolled in it before the car was returned, the rental would count for rewards credit. I signed up for EP online and called the EP toll-free number and spoke to [redacted]. I asked her if the specific contract I had out would qualify for awards credit. She initially said no because it was a referral from the car repair shop. I explained I had requested to be shifted over to a standard weekly rate which she investigated and said, yes, it will qualify and notified me that I should wait at least 48 hrs. after returning the car to request awards credit from EP, which I did. After waiting for weeks, I received a robo-email from EP stating the rental did not qualify with no explanation as to why. I called EP today and was bounced to 5 different people (including [redacted], [redacted], a person I didnt catch the name of, Angela (who took the tact that since I wasnt an EP member when the rental was initiated it might not qualify at which point, I corrected her with EPs own online policy information. She then said well, it might qualify for Tier level status but not points First [redacted]e Id heard this), and finally to [redacted], a supervisor, who told me Accounting would not allow him to award credit because the rental was initiated under a discounted rate due to the referral from the car repair shop. My argument is this. I could have returned the car to ERAC part way through this contract and shifted over to Hertz (since I am a member of their awards program, Hertz Gold) but I didnt do so based on the words of the original EP staff member I spoke to ([redacted]) who told me this rental would qualify. The fact is that ERAC got paid the standard weekly rate ($189.99 x 4 weeks plus 2 days of the discounted rate $37.99 for a total of $906.82 see attached receipt). What difference should it make that the original car rental was due to a repair shops referral? Business is business and they got paid the same rate for the car as if there had been no referral. I feel like they are now back-peddling on a technicality to save having to award me any rewards credit for this month+ rental. This infuriates me and is not only likely to lead me canceling my EP membership, but also to never rent from them again.

Account_Number: [redacted] Involved location; [redacted]Desired Settlement: DesiredSettlementID: Other (requires explanation)

I would like Enterprise Rent-A-Car to honor the word of their employee ([redacted]) who told me the above rental would qualify for awards credit. I would like the equivalent amount of points for this $906.82 rental to be applied to my Enterprise Plus account.

Business

Response:

The situation has been resolved. We have awarded the points to Ms. [redacted]’s account and we have also sent her a letter for a free Weekend Special rental (Fri-Mon). We have left several messages for Ms. Starkey 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,[redacted]

Consumer

Response:

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]

Review: I had a rental for over a month due to accident.my insurance only pays up to $20 per day and total $600 for claim. I wa aware and doing all I could to requet I get a rental of smallest car and fee possible due to how long I would have the rental. They quoted me $28.99 for economy. I disacgreed they put me in sonota due to not having economy car but stated Id pay economy rate, of $28.99 which I foulf hard to belive. I went back the next day in person and asked if I could get economy car. the lady stated thet have one in but Id pay the same price and to keep sonota. So I left, I looked online and called and called enterprise main line and was quoted much cheaper at same location. and I contacted [redacted] also becaue if they were not goin to lower daily cost I would have went to [redacted]. I walked in 7.30am aug 26th spoke with [redacted] showed him my paper work and asked why I was told $28.99 was the cheapest and I want to pay what was quoted on my new confirmation number and printout. He stated he would back date in and correct it and it was never done, I was not aware of tht until I returned the car. They reciept was in bulk nto itemized and very confusing. They did not state they already took charged $110.00 on my $50.00 dep fee card I put down. When they asked me to pay $148.00 I paid with my bank atm card. Once I left I realized I paid $148 plus $110. I did not have time to aruge as I was on my lunch break. I went in my next day off with all recoets and inf and spoke with [redacted] again he stated to accept the amount I brought in aug 26th. I would have to pre pay for rental and have insurance pay me back. I was never told that or I would have left and went to another rental place. He stated my account was closed and to bad. I contacted corp head quarters, they have 2 complaints ib file but cant refund me because its per location to refund me.Desired Settlement: I was refund. They should not have actually charged a thing. per quote online which is how enterprise tells you to look up prices 30 days total is $572.00 my ins pays up to $600. I think my ins who has been arguing with them too and myself should be refunded alone with all the poor peple that have been scammed by them. If you look at [redacted] all people have the same problem but I refuse to let them take advantage of more people. Im here not just for my slef but for all people they scammed.

Business

Response:

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.

Review: [redacted] is a 43 year old disabled person with cognitive and neurological disabilities. She rented a vehicle from Enterprise under their surrogate driver program. On 05/17/2015, She disclosed her disability and asked to be fully explained the terms and conditions of the contract which she was signing. The person who helped her assured [redacted] that the rental was for one day only, and that she would not be charged anything extra on her credit card. Unfortunately, her surrogate driver did not return the vehicle, and proceeded to keep it without [redacted]'s authorization or knowledge. It took 4 days for the rental company to contact [redacted] about this, asking her where the vehicle was. [redacted] said she had no idea that it had not been returned, as her surrogate driver assured her it had been. at that time, she told Enterprise under no uncertain terms did this person have her authorization to drive the car, and to consider it stolen. she then asked them if she should file a police report. Enterprise's staff told her they would look into it and get back to her. This went on for several days. They then let her know that the surrogate driver had extended her lease by three days, and that was why they did not call her immediately. The surrogate driver was not on the contract, and was not authorized to extend the contract for any length of time beyond the one day that [redacted] believed she was paying for. In addition, Enterprise did not give [redacted] the correct advice regarding legal action, once the car had been stolen. They told her she did not have to file a stolen car report, only make a statement after Enterprise filed their report. This is a lie. Enterprise knows fully well, that once you file a stolen car report, your contract ends. However, if one does not file, and waits for Enterprise to file, the contract stays in effect until the vehicle is returned to the original lot it came from. They are continuing to try and charge [redacted] for rental fees daily.Dictated to [redacted], spouse.Desired Settlement: We wish for all disputed charges to be waived, minus the single day use fee, [redacted] agreed to pay. As the surrogate driver was arrested, and is currently incarcerated thanks to the efforts of Mr. and Mrs. [redacted] alone, they demand Enterprise refund the $ 227.58 already charged to her credit card, and to seek their damages from the actual person who committed the crime. Their actions were deceptive, and immoral, as [redacted] is a disabled American, who stated such at the time of the rental.

Business

Response:

This was a rental where Mrs. [redacted] did rent a car to have a caretaker drive her around. Even though she is a "non-driver" she is the primary renter and for the purposes of the contract is ultimately financially responsible for the rental. I would agree with the renter that this is a very unfortunate situation and that she was taken advantage of by her caretaker. We did everything we could to recover the car and stop the rental charges when we received our vehicle back. In further review, we will be prorating the rental rate to include a discounted weekly rate of $150/week (7 day rate) and all single day rates at $25.07, plus taxes. The branch manager will call the customer and provide them with a new total. With that said, the customer is still responsible for the duration of the rental, taxes and costs for recovering the vehicle.

Consumer

Response:

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], [redacted]'s husband, and approved by her

Business

Response:

Regarding Ms. [redacted]'s rental with Enterprise Rent A Car, w have investigated the incident in Ms. [redacted]'s complaint. Below is our understanding of the facts.On Monday May 17, 2015, Ms. [redacted] came to our Enterprise Rent A Car rental location at the Sacramento Airport, accompanied by a "caretaker" and someone who indicated she was Ms. [redacted]'s mother. Ms. [redacted]'s mother and caretaker indicated that Ms. [redacted] was disabled and could not drive a car due to narcolepsy, but Ms. [redacted] nevertheless wanted to rent a car and add her caretaker on the contract to be her surrogate driver. In accordance with our policy (and applicable law) Enterprise Rent A Car permitted the surrogate driver. At no point did Ms. [redacted] or her companions indicate that Ms. [redacted] was not competent to enter into an agreement with us, nor did we sense that she was mentally incompetent to contract on her own behalf.Consistent with our surrogate driver procedure, we proceeded to financially qualify Ms. [redacted] for the rental of the vehicle and inspected the driver's license of the surrogate driver. Ms. [redacted] signed the rental agreement, which provides that Ms. [redacted], as the renter, is financially responsible for all charges associated with the rental. Our local employees report that contrary to Ms. [redacted]'s statement, Ms. [redacted] did not ask for any clarification regarding any of the terms and conditions of the rental agreement at the time of the rental.On May 22, 2015 we received a call from a male whom we presumed to be Ms. [redacted]'s surrogate driver saying he would return the car on May 23rd. At this time our local employees report that Ms. [redacted]'s credit card was declining charges and the car was overdue. On May 25th we received a call from Ms. [redacted] who was under the mistaken impression that her surrogate driver had returned the car and opened a separate contract to rent the same vehicle under his name. We informed Ms. [redacted] that this was not in fact the case and that the vehicle was still in her name and she was still financially responsible until the vehicle was returned. We also advised that if Ms. [redacted] had lost control of the vehicle she would need to contact the police to report the car stolen. It was shortly after this that Enterprise assigned, at our cost, an investigative service, Profound Recovery, to investigate and assist with contacting all parties involved to secure the return of the vehicle. We were subsequently informed that Ms. [redacted] was able to report the car stolen, which ultimately lead to the recovery of the vehicle.As a matter of customer service, Enterprise Rent A Car has already agreed to waive some of the cost of the rental for Ms. [redacted], however, ultimately Enterprise Rent A Car believes that Ms. [redacted] is responsible for all remaining charges associated with this rental and we intend to pursue Ms. [redacted] for the remaining outstanding charges.

Consumer

Response:

I am rejecting this response because: TO the BBC: I am unable to respond within your seven days in full, as I am very ill. But I will write/type as long as I am able. Please just note, this can't be a completed response at this time. Starting tomorrow, I will be in and out of medical appointments and procedures that aggravate my medical conditions greatly. This will render me unable to type or speak fir approx. 1-2wks. I can use my husband as a proxy; however he is also disabled and will be my only caregiver along with our 18yo sons assistance. I will say that Enterprise is burying themselves in more and more lies, which surprises me, as my TTL records conversations, as I well informed their callers of this. Why they continue to lie? I don't know. Now, I'm reading something brand new re: my mother being with me? My mother lives in Oklahoma; Yes, the person I thought held my trust to drive me that day did have his girlfriend with him but she never approached the counter and is only 2-3yrs older than me. But, now she's my mother? Needless to say, I'm deeply surprised at the behaviors of this company. I, as well as, my husband were lied to by being told that Enterprise would file a stolen car report. A misunderstanding of this falling into my lap is incorrect. My husband and I both contacted the police more than once and I could not report a car stolen that I do not have permission to drive, nor own. I have never been the lein holder. My comprehensive coverage, which includes theft, covers me from costs. Period, per their own head corporate office. I could go further and mention the lies involving the falsities behind them telling us that they filed a police report as well as have someone call both myself and my husband introducing himself as an Sac County officer investigating the car, all untrue as neither the manager of Enterprise or the person introducing himself as Officer [redacted] could produce a police report number. Frankly. I am ill. I don't have time for games. Under the ADA, public accommodation is required for the disabled. Enterprise failed this. Like I've mentioned above, I must care for my health and will continue this complaint as I am able, as well as, through any and all avenues available to me. I appreciate all the support via the Revdex.com and hope this can continue.

Review: My car was having work done so I rented a car from The Enterprise Rent-A-Car on Naglee Rd in Tracy, CA on 5/1/2015 for a rate of 9.99 a day + insurance (10.99 a day) I came in on 5/4/2015 to ask how to go about extending the rental as my car had not been completed, the Branch Manager told me not to worry they will keep the same rate until I brought it back today 5/11/2015 they gave me a 100mile a day allowance which I went over by only 13 miles(.20 a mile over) totaling 2.60 in over mileage. I look at my bill and they have charged me 24.99 from the day I asked to extend the rental (7 days out of the 10) and charged me 308 extra miles because you put two other vehicles being driven on my bill, neither of which I drove. I quickly called the location back 10 minutes after dropping it off and they were extremely rude and tried to tell me that is what I owed, until he stated my starting and ending miles which only total 1013 out of the 1321 they had charged me. After asking why the other cars were listed he got upset and just told me "I dont know". He refused to honor the rate that I agreed to on my contract and told me the only way I would get it back would be if I waited a couple days for the manager to be back in. Otherwise it stands that I owe double what I was contracted for.Desired Settlement: All I am asking to have happen is have the descepancy amount refunded to me. Which should be roughly 183.58. I felt completely taken advantage of and it seemed like they hoped I didnt notice the extra Mileage was added to my rental, because he told me he could just charge what I owed after my original deposits to my card on file. Rather than going through to make sure everything added up correctly before charging me.

Business

Response:

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

Review: Complaint is about:Enterprise RentaCar8420 Elk Grove BlvdElk Grove, CA(916) 683-2500On Saturday, March 15, my fianc rented a car from the Elk Grove Enterprise; by the Auto Mall, to drive to the Bay area. I used my cosmetic bag at 11:00 pm and placed it under the passenger seat. My fiance and I were the only individuals with access to the vehicle. The car was returned by my fiance; while I was asleep, Sunday, March 16, at 9:00 a.m., my cosmetic bag was still under the passenger seat. This was realized at 2:00 p.m. on March 16, at which time the store had closed. Still, we visited the branch; staff were still onsite, and the cosmetic bag was retrieved from the lost and found. Immediately I noticed how light the bag was. When I opened the bag, several of the contents were missing. The contents were stored in a ziplock bag so not to spill. Making it impossible for them to have somehow fallen out. The contents were clearly removed. Details of the contents and their value are listed below:-Lorac Pro Palette Valued at $42-Benefit Rockateur Blush Valued at $28-Benefit Hello Flawless Powder Valued at $34-Japonesque Brush Set Valued at $20-Stila Lip Gloss Valued at $5-Lipstick Brush Valued at $5-On Monday, March 17, I contacted Vice President, [redacted] (916.787.4500, ext 229 ). When we connected, I shared with her the situation, just as stated above. She indicated that she would contact the store manager to investigate, and that someone would be in touch with me to follow up.On Thursday, March 20, I followed up with a voicemail to [redacted], after not hearing back from anyone from Enterprise.On Friday, March 21, [redacted] returned my call, and informed me that the branch manager said a voicemail was left for me earlier in the week, and that a black plastic bag had been found and I could come take a look. I had no voicemails or missed calls. I immediately contacted the store manager; [redacted] (916.[redacted]), to make arrangements to come see the lost and found after my work day ended. I also clearly informed him of the situation as stated to [redacted], and detailed above.I arrived to the Elk Grove Enterprise, March 21, at approximately 4:45p.m. Introduced myself to [redacted], and looked in the lost and found. My missing cosmetics were not there. I also explained with great detail how the bag was left in the car, and how it was found. He assured me he had confidence in his staff, that they would not have taken the items; however, he did not assure me that he did a thorough investigation. He explained that 5 people worked that day; however, only 2 people cleaned the cars, and he only asked those two individuals about the cosmetic bag. He did not ask any of other employees that worked that day; although they have access to the facility including lost and found, nor were any store camera/video reviewed. He also reminded me that it was my fault for leaving the cosmetic bag in the car; which I agree. This still does not excuse Enterprise staff perpetrating petty theft.As a consumer, I am extremely disappointed with the lack of attention Enterprise put forth into investigating the reported theft, as the contents valued at over $135 only became unaccounted for while on their premises. Customers considering renting from this location, should be aware that this branchs management will; rather than address an ethical issue concerning its employees, deny and not thoroughly make right of a wrong situation.Both the [redacted], VP, and location manager, [redacted] were informed that a thorough complaint would be provided to the Revdex.com. In addition, I intend to inform my organization; with heavy travelers needing car rental, and others who are known to use Elk Grove services, of this incidence and the lack of resolve.Desired Settlement: The store should be held accountable for their staff's actions. The merchandise was repurchased on the evening of March 17, and receipts were obtained, which I can provide. I rarely use the said cosmetics, so they were practically new; however, I can also pull records of the original purchase dates for these same products if necessary. Reimbursement would be just after a thorough investigation by management/corporate on who accessed the cosmetic bag and removed the contents upon the car's return

Business

Response:

The complaintant was not the customer who rented the vehicle from us and I have not personally spoken to our customer concerning the incident.

I received the complaint from Ms. [redacted] who was a friend of the person that rented our vehicle. I investigated what I could investigate given the fact that the bag was given back to Ms. [redacted] immediately following her return to the branch. We spoke with the employees that dealt with her and did what we could to retrieve the items that she forgot in the car. Our employees checked the car again after the customer stated that there were items missing but did not find any additional items. I asked the passenger Ms. [redacted] to return to the branch to look into the lost in found to see if there were any items that were in there similar to the ones she thought were missing. She did so and did not identify anything. During her visit at the branch she spoke with the manager and accused the branch employees of taking her make up. She went on to complain loudly to other customers in the office on a busy friday. She disrupted our business after we had respectfully tried to help her locate her lost items. Ms Barclay has no proof that these items were in there and even stated that during our first conversation. She stated when she came initially to pick up the make up bag she thought that the other items may have been in another place but after looking where they could have been she realized that she must have left them in the car. At this point since we have concluded our investigation with our employees I am respectfully declining to reimburse the complaintant for items she has no proof were in the bag.

Thank you, [redacted]

Vice President/General Manager

Consumer

Response:

I am rejecting this response because:

In response to: "The

complaintant was not the customer who rented the vehicle from us and I

have not personally spoken to our customer concerning the incident."

The customer who rented the vehicle is my fiance, he was with me at the time of the each visit to the branch location. When I spoke to [redacted], neither time did she indicate/suggest a need to speak with him. I am happy to have my fiance follow up with an inquiry for further investigation if necessary.

In response to: "I investigated what I could investigate given

the fact that the bag was given back to Ms. Barkley immediately

following her return to the branch."

[redacted] advised me that she was going to ask the manager to look into the missing items and they would call me back; which never happened. After a follow up call to Susie, I was informed that she had been traveling and [redacted] was supposed to have left a voicemail; which I never received. Further, [redacted], Manager admitted that only the staff that cleaned the car were asked about the cosmetic bag; he admitted that 5 people worked that day, but he only asked two of the five employees. This does not indicate a thorough investigation.

In response to: "I asked

the passenger Ms. Barkley to return to the branch to look into the lost

in found to see if there were any items that were in there similar to

the ones she thought were missing. She did so and did not identify

anything."

I explained very clearly to [redacted] that the items missing from the bag were securely sealed in a secondary (ziplock) bag; the ziplock was still in my cosmetic bag--but empty. I went back to the branch (3/21/2014) to see if the cosmetics were there and ask [redacted], manager what he had done to investigate his employees; I also very clearly explained to him what was stated above to Susie--the ziplock bag remained, but had been emptied.

In response to: "During her visit at the branch she spoke with the manager and

accused the branch employees of taking her make up. She went on to

complain loudly to other customers in the office on a busy friday (sic). She

disrupted our business

after we had respectfully tried to help her locate her lost items."

As [redacted] was not present during my visit on Friday, March 21 and discussion with [redacted], manager, it is unfortunate to learn that my demeanor was misinterpreted and misconstrued. I am unclear how I "disrupted" business. My fiance was with me, when I entered the store, we were the only two non-employees there. [redacted] was at the front desk. I politely introduced myself and we began our discussion. My tone and volume during the conversation remained the same the entire time. I clearly asked what had been done to investigate; who was questioned that worked that day, and if cameras were reviewed. While, [redacted] conveyed that he had 100% faith in his employees inability to steal, (saying that they knew they would be fired) and therefore he had no reason to ask more than 2 of the 5 that worked that day. Because I am certain that my belongings were in the bag prior to the car being returned and were not in the bag, after it was left and soon retrieved, I wanted to know how/where the cosmetics could possibly have gone. I repeatedly said; no less than six times, to [redacted], "you should review the tapes," and "you should ask all of your employees that worked that day." During this conversation that lasted less than 10 minutes, I never took my eyes away from [redacted], I did not even realize customers had entered the store. Any cameras/audio could also account for my demeanor and tone during that time, I remained respectful and professional. Upon leaving, I made a statement to the customers that were present, which was clearly: Don't leave anything in the rental car when you return it. Make sure you get all your belongings out, because you may not get them back.

In response to: "Ms

[redacted] (sic) has no proof that these items were in there and even stated that

during our first conversation. She stated when she came initially to

pick up the make up bag she thought that the other items may have been

in another place but after looking where they could have been she

realized that she must have left them in the car. At this point since we

have concluded our investigation with our employees I am respectfully

declining to reimburse the complaintant (sic) for items she has no proof were

in the bag."

[redacted] has either done a wonderful job of manipulating my words, or truly is demonstrating a misunderstanding my gentleness when speaking to her. I am a woman of integrity and do not believe in stealing, or accusing others of something before I know the facts. When [redacted] and I spoke, I did say that I second guessed if I left the cosmetics elsewhere when I saw my eyeshadow palette missing, but quickly realized this could not have been the case when I saw that my finishing powder was also missing (I know I saw it the night before and opted to not use it). That is when I realized I definitely didn't leave the cosmetics anywhere but in their respective bag; which unfortunately was left under the rented car. All the same--for my own peace of mind--and not wanting to blindly accuse an organization or its employees of theft, after questioning the employees I still returned home to check. I did communicate that I covered all bases, but that didn't mean I wasn't certain they were ever in the bag, it simply means I can now say beyond all else I am certain that Enterprise, Elk Grove is the last known place of my missing cosmetics. Unfortunately, sharing this with [redacted] was both pointless and used against me to evade conducting a thorough investigation. I called and left a voicemail with [redacted] when I departed the branch and told her my intentions to submit this report after my experience with [redacted] in the branch and his lack of actual investigation.

Being a nationally known and used agency, I would have expected an actual investigation to have been conducted by Enterprises' management within that branch location, or an honest dialog about my fiance needing to be the main point of contact in this situation, rather than implying that General Manager/VP, and branch manager were respectfully handling the situation as if they did not have to do so/were doing me a favor; as I was "a friend of the customer" as [redacted] so eloquently stated. A company should want to be held in highest regard by thoroughly researching such incidence. The fact is, this did not happen. If there was 100% employee confidence, 100% thorough investigation would have been done to prove me wrong, instead of using choice details and manipulating them to imply this is a non-issue. I would not have spent time (this has been a tremendous inconvenience to my time) submitting a complaint; calling the VP, calling the branch manager; visiting the store; informing consumers through Yelp; rejecting the above said, of this incidence unless I truly believe this was a valid issue worthy of someone's time. My fiance had/has no problem following up with this situation. Again, [redacted] never indicated that she would have better addressed it with him; the customer, reading it in her rebuttal was the first I learned of it.

It

is very clear that this issue will remain unresolved. I will; and my

fiance, will never use Enterprise services again. I will share this

incidence with any and all I encounter, if and when the subject of

renting a car and reputable agencies arises. I will also share this

incidence with my organization's procurement and purchasing department,

as many of our staff are constantly traveling and needing car rental. I

have also shared a review on Yelp and will share a follow up to the

outcome; and lack of resolve.

Many thanks to Revdex.com for your time and attention.

Regards,

Review: My wife rented a car for a day and while we were parked in [redacted] the car was hit. The damage was to the front passenger side bumper. When I returned the car I told the representative what happened, he evaluated it and wrote up the damage report. The only damage was on the front passenger side bumper and that is what was written on the report. When my wife received the billing report after having her card charged for the damage, we noticed that we were charged for damage on the rear bumper that was already there. When my wife initially rented the car she did a walk around with the representative and pointed out the damage on the rear bumper and said that it is small wear and tear and we would not be charged since it was already there. However, the billing report shows that they included that in the repairs and charged us for damage that occurred before we rented the car.Desired Settlement: We were charged an extra $220.50 for the charges including labor and paint on the rear work of the vehicle. The only damages filed in the report and while we had the vehicle were to the front passenger side bumper. We would like the additional $220.50 that was charged to my wife's card refunded.

Business

Response:

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

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.