Enterprise Rent-A-Car (North Jersey Locations)

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 rental. When 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 349.00 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 car. I 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 5 I will be stopping there for a few days for my birthday. When I got to Rochester's location on East Main they had no standard size vehicles so I was pretty much stuck with the vehicle. Then [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 agreed. By now 2 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 3 pm . I got to the airport maybe about 4 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 3 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 car. The 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 1000.00 and I cant pay it  she humiliated me with other clients in the office. Honestly 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 .

This complaint is against an Enterprise branch in the Washington DC Group of Enterprise, so I had to reach out to the appropriate managers there and wait for a response. I was just notified by the Area Manager, Pablo Moreno, that the requested amount was returned to the customer. ?

Complaint: [redacted]
I am rejecting this response because:
Not sure why Revdex.com of New Jersey is responding when I specifically submitted a complaint for Long Island, New York. The company, Enterprise, is in North Amityville.
Regards,
[redacted]

Area Manager Steven T[redacted] spoke with the customer and resolved the situation by refunding the customer for any charges and we were able to get the EZ Pass into the customers hands today 8/23.

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

My regional rental manager has spoken with the customer a resolved the issue.

I have left two voicemails for [redacted] regarding this complaint.

called several times. left my cell phone number for her to contact me back. Did speak briefly and [redacted] was able to voice her concerns to me, however I did not get a chance to truly follow up with her yet. We are not pursuing her for any damage, nor has any claims been written up regarding her...

rental.

Contacted customer and issued a refund on her rental for $64.13 since she took our roadside protection and was not able to utilize it because of where the vehicle broke down.

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  2014 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.

[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] number. For today, I can be reached at [redacted]
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 even though I am still disappointed that they handled the problem incorrectly I will let this go.
Regards,
[redacted]

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,

[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 spoken to our Violations department and they are processing a refund for the charge to your credit card. We have left you a message regarding this on your contact info provided in the concern.  If you have any questions for them they can be reached at [redacted]

Good Afternoon, Attached is the written summary of the complaint from Enterprise Holdings in Madison NJ. I 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 questions. Thank you,David D[redacted]Area Manager- Enterprise Holdings

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 claim. Upon review of the...

complaint it has been determined to close the file as a business decision to satisfy the customer. On 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 claim. The Damage Recovery Unit that was handling this claim was copied on this email and instruced to close it down. If there are any further questions, please don't hesitate to contact me.  Thank you,

To whom it may concern,I have attempted to contact renter on May 17th about 10:30AM and again on May 18th about 11AM in regards to his concern. I have not had a response back from the renter. I would like to shut the complaint down and relieve renter of all responsibilities as this is dating back to...

2014. I tried to locate the renters claim number but was unsuccessful. Thank you

I am profoundly sorry for not responding before now as I encountered problems opening the e-mail from my device. The 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

[redacted](Branch Rental Manager) at Enterprise Rent A Car, [redacted] spoke with Ms. [redacted] after reviewing the rental contract. It was found that no out of pocket was documented on the contract,so the difference of $6.55/day for a total of 21 days was refunded to the...

customer($137.55). Ms. [redacted] agreed that the car was returned with a 1/4 tank less fuel than it went out with so she was charged for that. The matter has been resolved and Ms. [redacted] is happy with the resolution. Please contact [redacted]) with any questions.