Enterprise Rent-A-Car (North Jersey Locations)

I am profoundly sorry for not responding before now as I encountered problems opening the e-mail from my deviceThe manager from Enterprise car rental spoke with me and subsequently the sum of "Five Hundred Dollars was refunded,Thank you for your speedy investigation and desired result

I spoke with the customerRefunded the amount for him

Complaint: [redacted] I am rejecting this response because: He is not accurately describing what happenedHe called me two timesEach time I was busy and asked him to call back at a designated timeHe agreed he would call me back at that time but then he didn'tThe first time he called, February 22, at around noon, I was walking to a meeting outside and he said he would give me his cell number but then possibly since he was planning to call me the next day and I was walking outside he never gave me his cellThe second time he called, February 26th in the morning, I was with a patient and asked him to call later that afternoonHe said he would and he never didAnd he also never gave me his cellOn the 22nd we got disconnected somehow and I tried to call back the number on my cell but it came to an Enterprise recording and I was trying to get to a meeting so I thought well he will call me tomorrow, which he never didThe only truth in his statement that I am not 100% sure of yet, because I haven't checked our credit card, is that he did not charge us for the damage the woman working at Enterprise caused to the car after I gave her the keysBut see the problem is that this is the second time Enterprise did this to us, which is fraudThe first time we had to pay $towards a deductibleThe first time I reported it the the NJ Department of Consumer Affairs and I was informed by them that they were investigating this problem with Enterprise because there were many other cases like this reportedThat was a different Enterprise (that was in Montclair, This one is in Wayne)I also reported this incident to the Department of Consumer affairsWe never received the $Enterprise basically stole from usBut since this is the second incident I would like that reimbursement nowAs a result of the first incident my husband and I now take photos both at pick up and drop off whenever renting a carI hate to feel paranoid but I guess we don't have a choiceSo this time I have over photos taken moments before the customer service representative went to ostensibly check the carWhen she came back she reported a big scratch on the hoodIn many of the photos takes just moments before and with the date and time recorded it is very clearly seen that there was no scratchThe scratch that she put on the car was approximately inches long and quite visibleWho does this? Why is the man from Enterprise now lying? Anyway what I want now, after two fraudulent incidents, one of which cost my $towards my deductible and both which caused me undue stress, not to mention that this time I was renting this car as a result of being in a car accident where another driver went through a stop sign, hit my car and made it inoperable - so I was already stressed and the customer service representative knew this because [redacted] set up the rental, is the $back, a formal apology to me and my husband for the unnecessary stress this woman's actions caused, and for all insurance companies that are contracted with Enterprise to be informed of this incident Regards, [redacted]

We have agreed to refund the customer Thank you

To whom it may concern, on March 4th I rented a Starndard size vehicle from your Elmwood Park, NJ location Your Assistant Manager [redacted] assisted with my rentalWhen she showed me the vehicle it seemed very small and I questioned the size saying this is a compact car and I ordered something bigger (remind you I set up the reservation on 2/24) [redacted] assured me that The [redacted] Note was a standard size vehicle still unhappy she showed me something bigger and told me it was and mileage was not unlimited, as I was leaving a gentlemen came out and offered me a [redacted] but I was not happy with that vehicle either so I kept the Note When I got home I checked your website and low and behold the [redacted] Note is a compact carI was furious , I contacted the customer care department immediately , they offered to switch the car out at the airport I was unable to switch, I was in the middle of packing to go on a family trip and we were expecting a serious winter storm, I agreed to switch in Rochester NY on March I will be stopping there for a few days for my birthdayWhen I got to Rochester's location on East Main they had no standard size vehicles so I was pretty much stuck with the vehicleThen [redacted] calls apologizing for situation and said they had nothing else to put me in I said well you didn't have a problem trying to up sale me you could have just gave me that vehicle instead of lying to me and trying to convince me this little car was standard size (playing with my intelligence ) In any case she assured me she will try to reach the airport in Rochester NY so I can switch I agreedBy now hours past I had not heard anything so I contacted [redacted] at the Elmwood park location she told me she was busy and forgot So she must have called cause she called me and said I can switch at pm I got to the airport maybe about pm switched cars the inspection was very brief it did not consist of bending down and looking at the bottom of the front bumper or anything it actually was seconds and I told him I noticed a scratch and he said yes that's nothing major The whole while I had the car I had no issues at all , never hit anything drove carefully I take the car back and [redacted] and I go out to inspect she says when we gave you the car did it smell like pot accusing me of doing drugs , I do not do drugs I do smoke cigarettes and I did smoke in the carThe Note had a sign that said no smoking the Altima did not so I thought it was fine to smoke Then we did the inspection , and it was fine til she stooped down in front of the car and noticed a crack ( you literally have to squat to see it ) and no we ( other rep ) did not do that , actually she did not even do that when she gave me the Note I am sure both locations have cameras so you can see the inspections of both cars !! after all that I tell her I did not do that and we go back and forth she says she has to collect my deductible I tell her I do not have and I cant pay it she humiliated me with other clients in the officeHonestly I only choose this location cause it was a bit cheaper than Paterson , which I have never had an issue I was just trying to save money .going to this location This [redacted] ruined my trip , ruined my birthday experience and I am very upset I have reported this location to Revdex.com and Consumer affairs

[redacted] L***City ManagerNewark AirportOperating Enterprise, National, & AlamoThe breakdown of what occurred and the resolution is as follows: [redacted] booked a car with EnterpriseUpon arrival on Saturday February 27th, Enterprise wrote the contract in [redacted] name for the amount of the rental plus a $deposit on her debit card which are our standard underwriting guidelinesHer debit card declined at this time and she stated it was due to a hold from her bank back at homeStill trying to work around this in trying to get them a vehicle, the customers asked if we could rent the car to [redacted] We then agreed to switch the rental into [redacted] name, with his license and debit cardAt this point, the customers confirmed they were not in fact married; this did make the rate increase as an additional driver and underage fee were now added (these are unavoidable)The contract in [redacted] name was then completed and finalized, and his debit card charged $ During the creation of [redacted] contract, [redacted] was on the phone with her friend who is the head of her bank back at home (she informed us of this at the counter)Her friend physically went to their home bank and released the fraud hold on [redacted] cardAt this point, we had already completed [redacted] contract, however [redacted] continued to ask if we could cancel his contract, and open a new one again under her name and her credit card, as the card would now go through due to her friend releasing the fundsEnterprise then cancelled [redacted] contract completely; we can provide documentation of this if needed [redacted] physically showed the Enterprise manager his bank app which showed an authorization only, not a charge, of $When we cancel a contract completely, it may take several days for the funds to release, depending on the owning bank itself (anywhere from business days-business days)They informed the customer the funds were released on our end, which they in fact wereAt this point, they wrote the last and final contract in [redacted] name, and charged her debit card $675.60, which did go through, and the contract was completedOn March 1st , at 11:am, Enteprise phone representative Danielle contacted Enterprise assistant manager [redacted] by phone and informed him that the customer had called in to report that the funds had not been releasedThe funds were released on February 27th, and again, may take several days to appear on the customers card since it was a cancelled transaction [redacted] informed Danielle that funds are clear on our end and provided her with the receipt showing a paid balance of $Danielle immediately spoke to the customer and informed her of this, at which point the customer let us know that the bank is requiring a letterhead from us in order to release the fundsThe email exchange is below for your reference as wellWe then crafted a letterhead addressing the bank to release the fundsThis letterhead was sent this morning, 3/2/to the customers good friend at her home community bankWe are able to provide any documentation that may be needed From: [redacted] , [redacted] Sent: Tuesday, March 01, 11:AM To: [redacted] Cc: [redacted] Subject: RA/Doc # [redacted] # [redacted] Hi [redacted] , Per our conversation, I have spoken with the customers Financial Institution, Your [redacted] who refuses to release the funds with just the authorization numberThe bank says that they must have a document on company letter head, via fax or email, indicating that we have cancelled the reservation, and the transaction will not clear on our end, to release the funds The fax number [redacted] or email: [redacted] Thank you, Danielle M [redacted] Customer Service Representative Alamo Rent A Car Enterprise Rent A Car National Car Rental

I tried to contact the customer, and the mailbox is fullI will try againMelissa R***Area Rental Manager

The insurance company that covers the renter through [redacted] is [redacted] They accepted liability and paid for the claim With their acceptance the renter needs to pay the first $of the claim The renter can discuss directly with his insurance company [redacted] if they have any plans of subrogating the 3rd party for money back

After speaking with the customer they were upset that we paid the violation without notifying them and giving the a chance to fight the ticket in courtExplained that we pay them because typically by the time we receive the violations and mail out letters to the customer it is usually past the violation due dateRefunded the customer our violation fee and they are satisfied with the resolution

I have spoken with this customer and she has been refundedThis complaint went through prior to her and I speaking and she is satisfied with the resolutionShe also has my personal contact if she has a need in the future David G [redacted] - Area Rental Manager - Newark NJ

Good Afternoon, Attached is the written summary of the complaint from Enterprise Holdings in Madison NJI did speak directly with the customer and she did not want to discuss it further with me and I was not able to really speak about the incident further as she continued to interrupt me Please feel free to call me directly on my cell phone, [redacted] with any further questionsThank you,David D***Area Manager- Enterprise Holdings

After reviewing the file I have made the decision that we will not pursue the customer for the damages that are in questionWe will refund back the $collected from the customer and will not be pursuing an insurance claim[redacted] R***Regional Risk Manager

To Whom It May Concern:This complaint to the Revdex.com from customer, Mr [redacted] is regarding claim number [redacted] This complaint from the Revdex.com to our Group Headquarters office was the first notice that Enterprise Rent-A-Car received regarding any complaint for this claimUpon review of the complaint it has been determined to close the file as a business decision to satisfy the customerOn June 18, 2015, Regional Risk Manager, Jacqueline [redacted] notified Mr [redacted] that the claim has been closed and he will not be billed for anything related to this claimThe Damage Recovery Unit that was handling this claim was copied on this email and instruced to close it downIf there are any further questions, please don't hesitate to contact me Thank you,

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,

Complaint: [redacted] I am rejecting this response because:Enterprise rent a car Newark Penn station [redacted] branch, were dishonest and violated their company's standardsI was dealt with unprofessionally and incorrectlyThat's their vehicle and if they choose that it is right to suddenly take their vehicle from me a caring and consistent customer for no correct reason at the time and not willing to tell me the reason for that at the time isn't right and again I was not threating and I was not aggressiveI have proof from their other representative of my respectable character Regards, [redacted] ***

After reviewing the signed rental agreement we do believe the charges for the protection on [redacted] rental to be correctHowever, we strive to provide excellent customer service and have already refunded [redacted] full security deposit back to him in the name of customer serviceThe money was reversed back to the same card he left the deposit on

[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 is satisfactory to me Regards, [redacted]

I am rejecting this response because: I was told by a rep from the company that they would refund this amountI would expect that they honor this

[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.] Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID [redacted] I have not received a call nor voice mail from the business at the [redacted] numberFor today, I can be reached at [redacted] Regards, [redacted] ***

Customer has been left a voicemail and sent an email to discuss concerns The complaint was put in by the renter's wife The renter had been spoken with on December 4th and agreed to make payment for the damage out of his own pocket and not getting the insurance company involved He was going to contact the [redacted] dealership to get an estimate on the price of the running board