Enterprise Rent-A-Car (North Jersey Locations)

Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]

For customer service reasons we will refund back the amount that the branch took towards the claim which is $176.20. The branch took $322 initially, the rental charges came out to $145.80, so the difference of $176.20 was applied to the claim. That is the amount that will be refunded. This...

resolution is not an admission of any wrongdoing on part of the branch, but rather a refund issued for customer service reasons in order to resolve the situation.  Shaun R[redacted] Risk Manager

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 court. Explained 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 date. Refunded the customer our violation fee and they are satisfied with the resolution.

I spoke with this customer and he is aware that he has an outstanding balance for services at the time he returned the vehicle. Again we will not rent to anyone who is displaying aggressive behavior and refusing to work within our guidelines. There isn't much more to communicate to this customer. We have heard his account of what happened and will discuss with our team.

I spoke with the customer and heard her complaint. After apologizing I met her know that I wanted to take care of her offering a heavy discount on a future rental. She has my personal number and will reach out in July when she is ready to rent again.  [redacted] G[redacted]Area Manager Newark NJ

The branch has refunded $27.93 for Roadside Assistance since she was quoted incorrectly as Roadside assistance is a daily charge.  The branch will not be refunding the $35.00 for the domestic security fee as this is a government tax.

The issue has been handled and the customer received the reversal from the credit card company.I spoke with the customer yesterday explained the situation and apologized.   The system actually released the authorization automatically yesterday, so I sent her a screen shot to confirm and...

gave her my # to reach out directly if she has any further issues.  I believe part of her frustration came from the communication she was receiving from Chris.  I think she felt like he was being short with her on the emails he sent her.  I explained the reason why we were not able to call the Credit Card company  for her and explained why the authorization got held up and let her know Chris wouldn’t have known at the time that the authorization wouldn’t get realized automatically.  She seemed happy with the resolution when I got off the phone with her.  I spoke with Chris as well and explained her frustration to him.

[redacted] L[redacted]City ManagerNewark AirportOperating Enterprise, National, & AlamoThe breakdown of what occurred and the resolution is as
follows:
[redacted] booked a car with Enterprise. Upon arrival on
Saturday February 27th, Enterprise wrote the contract in [redacted] name for the
amount...

of the rental plus a $300.00 deposit on her debit card which are our
standard underwriting guidelines. Her debit card declined at this time and she
stated it was due to a hold from her bank back at home. Still 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 card. At 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 $1066.01.
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] card. At 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 funds. Enterprise 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 $1066.01. When we cancel a contract
completely, it may take several days for the funds to release, depending on the
owning bank itself (anywhere from 3 business days-30 business days). They
informed the customer the funds were released on our end, which they in fact
were. At 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
completed. On March 1st , 2016 at 11:05 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
released. The 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 $0.00. 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 funds. The email exchange is below for your reference as well. We
then crafted a letterhead addressing the bank to release the funds. This
letterhead was sent this morning, 3/2/16 to the customers good friend at her
home community bank. We are able to provide any documentation that may be needed.
From: [redacted], [redacted]
Sent: Tuesday, March 01, 2016 11:09 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 number. The 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

Our Area Sales Manager overseeing the office that [redacted] purchased from reached out to him today letting him know that he will be refunded the money he is requesting. We just requested that he send us copies of the fees/tickets which he has agreed to do.

Complaint: [redacted]
I am rejecting this response because what the business has written is a lie.  We are not responsible for the damage and never agreed to pay.  I was present when my husband dropped off the rental car.  We clearly disputed the damage and said that we were NOT responsible for the damage and that was noted on the paperwork.  We did say that we would contact [redacted] to find out how much running boards cost.  The purpose of that was to make sure that Enterprise was not jacking up the cost as to be unreasonable (we knew it should be under our deductible).  In addition, the reason for not going through the insurance company was because there is no point when the amount is below the deductible.  There is no benefit, so why bother.  Since the initial drop off, we've notified our insurance company since they are the ones that recommended this location of Enterprise.  We were not trying to hide anything from the insurance company.  If anything, we've asked for their help.However, all of this is not even relevant.  When we dropped the car off, the Enterprise employee and my husband walked around the car.  My husband asked "is everything ok?" and the employee said "I just need to bring it around back".  At that point the car was out of our sight and out of our possession.  We suspect that is when the Enterprise employee cracked the running board because then he came inside and claimed that we damaged the vehicle.  If there was a problem with the car, it should have been noted before Enterprise took possession.We did not damage the vehicle and therefore are not responsible for fixing the running board.  In addition, we have now received an updated picture from Enterprise of the alleged damage.  The picture from Enterprise is in direct conflict with the ones we took AT THE TIME OF DROP-OFF.  This is further proof of this fraudulent behavior.  A cursory search on the internet has yielded multiple cases of this fraud at this particular Enterprise (and many others).  This must be stopped.  I'm contacting the state Attorney General's office, writing a letter to the Editor at The [redacted] and also contacting local television stations.  As they say on those consumer advocate shows "SHAME ON YOU ENTERPRISE!"  Our insurance company paid them over $1200 and that wasn't good enough.  They still want more from us for damage that we did not do. 
Regards,
[redacted]

This issue was resolved by our Area Manager, Peter B[redacted], and a refund was issued on 7/6/17.

Complaint: [redacted]
I am rejecting this response because:I have a track record of doing business with Enterprise , I have proof that they block my number and witnesses that they called my mom while she was in the hospital , if I have threating them ask them to show a police report, show sound proof that I threating them, show proof that I owe them something or money , I did not sped off I've told representatives that I have heavy luggage and wasn't expecting the demand return of vehicle. They have their vehicle . I have every email and can pull every call from my phone service provider that I've made numerous attempts to find out why they immediately demand a return off their vehicle . I have every receipts and customer comments and rating to prove my character is of innocence. Also they are still charging my [redacted] account for a vehicle that I am no longer renting, and was told I have to wait up to 30 days for my initial deposit return,  Again they wasn't cooperative, they wasn't honest, that doesn't make any sense to lie and say that I've threating them and then refuse to rent to me vehicle , I am not satisfied it really put my family well-being in jeopardy. I have a emails to show every conversation I had with Enterprise Representive name Marwa M[redacted] 
Regards,
[redacted]

We would like to speak with the customer regarding her recent rental car experience.  We have left a message for her and hope to resolve her concern once we speak with her. Thank you, [redacted]Area ManagerEnterprise...

Holdings     [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.
 The person son who spoke understood the issue and she apologized and she said she will take of the issue. She said it will take a week to send me a letter stating that the issue is resolved and I don't owe enterprise anything .
Regards,
[redacted]

This has been resolved.  Enterprise has agreed to cover a weekly rental for the customer.  Thank you.

To whom it may concern,  I have had correspondence with the customer via e-mail so that she has a record of the conversation. There are two damage claims involved. For simplicity of the explanation, I will refer to [redacted] as #1, and [redacted] as #2. The following actions are...

taking place: - The renter left $1000 to cover two deductibles for both claim #1 and claim #2. All that money was applied to claim # 1 initially. We have moved $500 to claim #2- The amount owed in full on claim #1 is $789.01. We have $500 from the renter and will be pursuing Progressive for the additional $289.01. They have stated they will pay the difference- The amount owed on claim #2 is $308.40. I have already issued a refund to the customer for $191.60 which is the difference between the $500 that she left and the estimate. - I have forwarded the customer a receipt showing that the refund was processed. Depending on the bank it may not post for 2-3 business days. I have not attached that document on this correspondence for privacy reasons on the customer's behalf- I have informed our damage recovery unit that sends the bills for damage that we have been paid in full for the renter's portion  Shaun R[redacted]Regional Risk Manager - Northern NJ[redacted]

Review: I have a balance owed to this establishment. I've been in contact with the managers thru out the process. I was mailed a letter advising I can mail in a payment. Because the manager here has my work number , during work hours he decides to not call my cell phone but instead repeatedly call my work number 10 times per session. I've asked him a number to leave me a vm and I will get back to him. Instead he will call my cell ones and revert to call me at work. This has caused a major issue with my boss and almost caused me to loose my job. The last straw for me was when yesterdat 06/04 I was out of work. And I come back to an email from another department stating they were contacting by enterprise collections !!! Another department now in my business at work. And once again I received no call to my cell at all this time.

Its not normal for a manager to take it upon himself to harass someones jobs. I understand blowing up my personal line. But my work phone should be off limits. Sharing information with my job about a debt should be

illegal !! I need someone to do something about this immediately ! I can pay the debt. But I dont need to be harassed at work during the process. Especially when ive received a letter from corporate requesting a mail in payment.Desired Settlement: I would like to speak with them on my cell phone only. If I dont answer my cell phone while at work , which they are aware. Leave me a vm and will get back to you. Dont call my cell phone once and proceed to call my work line 11 times in a row. then resort to using different numbers.

Review: The Assistant Manager [redacted] At this location is absolutely the worse rep I have ever met. She accused me of damage I did not do and with held my deposit. She claims it was a crack in the bottom front bumper cause by me, and it was not there before I rented the car. I did not even rent the car from that particular location because [redacted] gave me a compact car when I reserved a standard car, this particular car was picked up in Rochester NY . When I did my inspection I did not look at the very bottom of the car ( you have to bend down to see the damage ) nor did the Rep in Rochester NY . So both of us could have easily missed this damage. to make matters worse this rep accused me of doing drugs, and sarcastically said there is no smoking in there vehicles cause I told her I smoked cigarettes in the car . The rep in Rochester never indicated there was no smoking and the original car had signs saying no smoking .. She humiliated me in front of other clients demanding my deductable of 1000.00Desired Settlement: I would like my money refunded

Consumer

Response:

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 .

Review: this company business practices and employees need to be more honest. this situation is very stressful and embracing that every weekend I have to contact enterprise about an refund /payment that is their fault . during the week of july 13, 2015 the only answer I received from the company is " yours sales rep david m[redacted] is no longer with us". I purchase a vehicle in mid of march 2015 -hassel free they advertise . I drove the vehicle from the lot with an expired inspection sticker because it was late in the afternoon and the wait at the inspection station in li ny where I purchase the vehicle was extremely long. I was assured once faxing in my receipt and a copy of the new inspection sticker I would be remeburised. today is July 15, 2015 and I have fax over the invoice and email the inspection stick NO REFUND IN THE AMOUT OF $35 WAS EVER ISSUE. In mid may I contacted enterprise concerning my registeration sticker which I didn't receive until June 16, 2015 . over the course enterprise guaranteed me the will pay all expenses to dmv concerning the registration sticker I have no yet receive a payment. after no receiving a return call . on july 15, 2015 I was told to pay all ticket out of pocket and wait for remeiburstment . that was not the original agreement or what was discuss.

enterprise have a total payments in the amount of $260

Outstanding Violations as of Wednesday, Jul 15, 2015 01:13 PM

Plate Violation Issued On Description Details Image Amount DueDesired Settlement: ENTERPRISE PLEASE KNOW YOU WILL BE FULLY RESPONSIBLE FOR AND THE NYC TOWING OR ANY OTHER AGENCY TOWING THIS VEHICLE.

YOU AGENT GUARANTEE PAYMENT AND THAT IS WHAT I AM EXPECTING . THE AVBOVE FEES ARE WILL TO CHANGE AS THEY DO .... I WILL FORWARD THE FEES.

Business

Response:

Our Area Sales Manager overseeing the office that [redacted] purchased from reached out to him today letting him know that he will be refunded the money he is requesting. We just requested that he send us copies of the fees/tickets which he has agreed to do.

Consumer

Response:

good morning my name is [redacted] and would like to close compliant ID [redacted]. enterprise and I have reach an agreement.thank you Revdex.com for your support .

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,

Review: This branch accused me and charged me with a certain amount of dollars for a damaged I did not commit or happened while I'm renting the car I'm driving and in question. I tried to communicate at this branch and with their corporate office about what the situation and the sequence of events. According to their views and decision, that I'm still liable for the damages after the fact that they did not communicate to my knowledge and the vehicle in question is already in the shop for repair. Prior to informing me and for my inspection of the alleged damaged. This company's practice of conducting business is obviously a fraud and a deceitful action.Desired Settlement: Reversed the charges and A formal apology from the company.