Enterprise Rent A Car (Houston, TX Consumers)

We have been in contact with this customer and were not able to resolve the matter as the balance requested as a refund was owed on the rental We have since taken the vehicle back from the customer There will be no refund

I talked with Ms [redacted] and this is resolved *** had taken her credit card at her request for a one time deposit as a favor for her sisters rental At the end of the rental her sisters credit card declined and her card was charged I have spoken with her sister (the renter) and we are collecting payment direct from her Enterprise Holdings, Inc [redacted] Area Rental Manager Southwest Houston [redacted] mobile

We have spoken with the customer and refunded the requested amountThank you, Doug

I spoke to the customer and refunded her charges.
She was very appreciative.
She said there is another charge for the next rental as well for tolls and will call me back personally with the amount so I can resolve
it
Katy MM***
Enterprise Rent A Car
Area Manager-Clear Lake
Gulf Fwy Ste A
Houston, TX
832-797-cell
877-501-fax
Katy.M.M***@erac.com

We have been in contact with the customer and are attempting to resolve this matter
See information below from the Regional Vice President (Mike B***)
Customer has two rentals with Enterprise *** *** in the last weeks. First rental (***, opened on 11/1/and closed on
11/18/2014) customer had no rental coverage approved via *** and was made aware multiple times via voicemail and text that rental was his responsibility On 11/19/*** approved rental reimbursement coverage and established a direct bill via *** Duc N*** (Area Manager) then opened a new rental on that date and closed first contract. New contract (***) has been approved to bill *** $30/day though 12/6/at this time, customer made aware. Duc is in contact with renter via phone and text regularly. At this time we do not intend to refund any monies to customer and can provide further backup about our efforts if necessary
Mike

I spoke with *** *** today and agreed to refund him $on his first rental. This was after a long conversation wherein he acknowledged the entire rental was his responsibility and that in the end he “… just wanted a discount.” I asked him to articulate exactly what he wanted and he replied twice with “What can you offer me?”. I answered both times with “I can’t tell you what makes you happy, only you can tell us that.” He suggested $10/day off and I offered $(day rental) to which he immediately replied “How about $200?”. I said “SOLD!” and we parted ways on the phone after I got his commitment to retract his Revdex.com complaint
He agreed to return his current rental on Friday 12/and I had Shondale process the $refund already Please let me know if there’s anything else you need from us
Thanks-
Mike

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint
[Provide details of why you are not satisfied with this resolution.]
Regards,
Per my conversation with the Duc (Area Manager), there is nothing he can do the help me resolve this issue and I would need to talk to Mike B*** (Regional Vice President) about any further assistanceWhich is no problem with meI always thought he was a stand up guyMy problem is not with the company in generalMy problem is with the lack of communication and assistance I received as a customer from the Staff that I have directly dealt withThere was no ongoing communication in regards to my rentalThere was no phone or text message that prove that the Branch Manager (Jason) nor the Area Manager (Duc) were attempting to help me resolve the issueI as a customer called continuously about the rental coverage I was paying for and what was being covered by (***) the insurance companyI actually have phone records to prove itToday Dec22, I received a text message from the Area Manager (Duc) stating he would like to talkI called him and he tells me about what I was trying to get resolve all along in regards of *** covering the rental from Nov19th onHe then tells me about how the insurance company only is covering the rental from Nov19th through Dec6th and I would need to pay out of pocket from Dec 7th to currentToday, In the same day (Dec22nd 2014), I was able to resolve the confusion with enterprise and the insurance company and correct the issue that the insurance company will be covering the rental until DecIf there was any previous communication with the Branch Manager (Jason) or the Area Manager (Duc), this issue could have been resolved long time ago and my concerns would have been metInstead I felt the need to write a complaint on the Revdex.com to get the attention I've been asking forMy account has been continuously drafted upon without noticeI have called the branch and left messages multiple times without a call backI have never had a second rental with enterprise and was never informed that a new contract was draftedThis would be prove because I'm sure on the second contract, there would be no signatureI have had a total of $dollars drafted from my account in a weeks span and no one feels like they owe me an apology because of itI'm not a bank that you can draft money from at willI am a regular customer that have regular needs and when things come up and a customer is not informed especially when it comes to money and coverage, I as a customer at least have the right to know whats going on so I can better manage and take care of the situation accordinglyI only ask that enterprise assist in the portion of my coverage because of the financial burden it has put on my family and IWith that, I can assure you that I will be satisfied and grateful that enterprise agreed to step up and provide the excellent customer service they are known forIf there is any question, I can be contacted with my information below. *** ***832-853-

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution would be satisfactory to me

Gentlemen,
I just spoke w/ *** *** and I was able to refund her back and handle the situation with the damage to the vehicle. She is very pleased with the resolution and advised that she would use us again in the future. She said that our office was nice and that she
appreciated how friendly we were but she felt like she was wronged by the pricing situation. She is actually getting reimbursed by *** for everything. In an effort to help the customer and create a customer for life we refunded her back everything,
*** ***
AREA MANAGER
ENTERPRISE RENT-A-CAR
*** *** ** ***
OFFICE: *** ***
CELL: *** ***
Fax: *** ***

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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 have received my refund from Enterprise Rent-a-Car. [redacted] was most helpful in getting this matter resolved. I hope this business will be better in the future about reading notes in files and communicating amongst employees will improve. Again, [redacted] was able to resolve this matter quickly and I thank him for his time and concern. [redacted]

We have spoken with the customer and refunded the requested amount. Thank you,
Doug

We have been in contact with this customer and were not able to resolve the matter as the balance requested as a refund was owed on the rental.
 
We have since taken the vehicle back from the customer.
 
There will be no refund.

We attempted to resolve this matter with the customer, and we were not able to come to an agreement.

I have resolved the situation with the Mr. [redacted] Unfortunately through his corporate account, airline miles cannot be awarded. I have spoken to him and he understands this now. Also to help him regain his [redacted] rental credits, I contacted the [redacted] Club Member Services to award the free day...

credits he earned instead. I am emailing the customer confirmation of the credits now as requested, and he will continue to rent with National.
Thanks,
[redacted]



B[redacted]
[redacted]
[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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 talked with Ms. [redacted] and this is resolved.
 
[redacted] had taken her credit card at her request for a one time deposit as a favor for her sisters rental.  
 
At the end of the rental her sisters credit card declined and her card was charged.
 
I have...

spoken with her sister (the renter) and we are collecting payment direct from her. 
 
Enterprise Holdings, Inc. 
[redacted]
Area Rental Manager
Southwest Houston
[redacted] mobile

I made a reservation with this company and I was told to come in because the ticket needed to be closed and redo a new ticket since it was 30 days. I called this company on numerous occasions and these people failed to make it clear that the amounts they were giving me were seperate charges. I called the first time and the total was about 200.00 I extended the time and was advised it can be at a monthly rate which would bring it down and he advised me the total would be 348.xx up until March [redacted]. I called again to extend it and was advised my total was 409.42 ending on March [redacted]. I get to the office and now I am being advised that the total was 1016.xx and they have been billing my card this amount. I advised her that is not the information they relayed to me otherwise I would have found a differant alternative. They failed to communicate that these were seperate charges, they made it seem that this is what the total was going up to, not these are being billed seperately. that is bad business practice and very poor customer service. If it was not a credit card and I used a debit card they chose to just keep billing me.