Enterprise Rent-A-Car (North Jersey Locations)

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

Good afternoon,I am unable to find a record of this rental using the information provided in the complaint. Please let me know from which location the vehicle was rented, so it can be brought to the attention of the proper Area Manager.Enterprise is committed to providing exceptional customer...

service, and we look forward to resolving any concerns regarding charges for the rental in question.Thank you

[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]

We have agreed to refund the customer.  Thank you.

spoke with the customer [redacted] directly, just a miscommunication between him and the branch on what the deposit was for.   There was no charge on credit card for the accident he had, just deposits that covered his rental period.   Any remaining money was refunded at the...

conclusion of the rental and he is aware we are completely settled on the matter.  
Hi [redacted] thanks for speaking with
me today, I am glad we were able to figure this out for you.  In the
future if you need anything else please feel free to reach out to me.
  Have a good holiday.  Mike
 























Michael J.
D[redacted]

Regional
Risk Manager
New Jersey

[redacted]

[redacted]
[redacted]

enterpriseholdings.com

Help
Conserve……“Think Before You Print!”

 
 
From:
[redacted]
Sent: Tuesday, December 19, 2017 8:08 PM
To: D[redacted], Michael J
Cc: [email protected]; [email protected]
Subject: Re: Enterprise order #[redacted] claim # [redacted]
 
Hi MICHAEL,
I was charged, $488.33 on my credit card for a car rental involving an
insurance claim. I sent you a voice mail from the Rahway location. The
saleswoman said; "you will be charged another deposit, because of the
damage waiver." I should not be charged anything because it was part of an
insurance claim. The credit card was used, simply, to hold the car for me. This
is illegal in the state of TN.  When the claim is settled by your
insurance company, than it should be determined what responsibility, if any, is
mine. You have your own carrier to handle this and my insurance company should
not be liable. The state trooper that was involved with the accident
did not want to see my insurance info. but took the info. from Enterprise's
insurance carrier.
Did you receive my three calls today?
This thing happened about three years ago with another insurance claim. My card
was charged even though I was only holding my car rental with it. From what I
understand the insurance company pays Enterprise directly for a claim. It looks
like some are trying to "double dip".
I hate to be so blunt but I can't help being suspicious. You probably know that
I called my credit card company and started a dispute, last billing cycle. the
charge was taken off but now it is back on, this billing cycle. That is way I lodged
a complaint with the Revdex.com.
Very
sincerely,
[redacted]

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

Complaint: [redacted]
I am rejecting this response because: He is not accurately describing what happened. He called me two times. Each time I was busy and asked him to call back at a designated time. He agreed he would call me back at that time but then he didn't. The 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 cell. The second time he called, February 26th in the morning, I was with a patient and asked him to call later that afternoon. He said he would and he never did. And he also never gave me his cell. On 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 did. The 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 keys. But see the problem is that this is the second time Enterprise did this to us, which is fraud. The first time we had to pay $500 towards a deductible. The 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 reported. That was a different Enterprise (that was in Montclair, This one is in Wayne). I also reported this incident to the Department of Consumer affairs. We never received the $500 Enterprise basically stole from us. But since this is the second incident I would like that reimbursement now. As a result of the first incident my husband and I now take photos both at pick up and drop off whenever renting a car. I hate to feel paranoid but I guess we don't have a choice. So this time I have over 70 photos taken moments before the customer service representative went to ostensibly check the car. When she came back she reported a big scratch on the hood. In many of the photos takes just moments before and with the date and time recorded it is very clearly seen that there was no scratch. The scratch that she put on the car was approximately 10 inches long and quite visible. Who does this? Why is the man from Enterprise now lying? Anyway what I want now, after two fraudulent incidents, one of which cost my $500 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 $500 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]

Branch Manager Guilliermo spoke to renter and discussed his complaint. Guillermo decided to shut this claim down and not pursue renter for customer service reasons. Customer is aware that he will no longer be pursued for the damages.

[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]

Complaint: [redacted]
I am rejecting this response because:Enterprise rent a car Newark Penn station [redacted] branch, were dishonest and violated their company's standards. I was dealt with unprofessionally and incorrectly. That'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 aggressive. I have proof from their other representative of my respectable character . 
Regards,
[redacted]

I tried to contact the customer, and the mailbox is full. I will try again. Melissa R[redacted]Area Rental Manager

After reviewing the file I have made the decision that we will not pursue the customer for the damages that are in question. We will refund back the $500 collected from the customer and will not be pursuing an insurance claim.[redacted] R[redacted]Regional Risk Manager

Complaint: [redacted]
I am rejecting this response because:I missed the original email. Yes I received one call / voicemail which I have saved  and I called them back and spoke to someone at the store and he said that the risk manager visits the location only once s week and I left a message for them to call me back and haven't heard backSorry I didn't receive the earlier email. The issue is not resolved and I would like to have this case open and talk to the agent.The agent didn't call me twice as noted in the response and I have the proof that I called enterprise within a few hours of the call.
Regards,
[redacted]

I left a message and sent an email to the customer.  I will continue to try and reach out to her using the contact info provided.  [redacted]Area Car Sales ManagerWayne NJ

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 $1000 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.

We are in the process of coming to a resolution with the customer.   The customer is disputing paying for "liability" coverage but she wasn't charged for it.  Thank you.

The customer and employee had a communication issue which led to the complaint. I refunded more than the portion she was looking for so she would be satisfied with the rental and the result. We spoke to the customer and clarified the issue with them as well.

[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]

[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]

Spoke to the renter. He was concerned about his profile stating he is on Do Not Rent. Apologized in behalf of the branch that didn't notify him of the damage at the time. Assured him that he will be removed from the DNR screen and the claim will be shut down. Also told him I would mail 2 free days up to a full size car to him. He was satisfied.