Enterprise Rent-A-Car of San Francisco, LLC

Initial Business Response / [redacted] (1000, 5, 2015/08/05) */ Per [redacted] , Area ManagerWe spoke to the consumer on 08/04/and resolved the issue

Initial Business Response / [redacted] (1000, 10, 2015/09/08) */ Hello Revdex.com, I am sending this concern to our Southern California Admin office as they handle the Los Angeles Airport location Thank you, [redacted] M***

Initial Business Response / [redacted] (1000, 5, 2015/07/02) */ The Risk Department and the Damage Recovery Unit are working on adjusting the admin fees charged for this [redacted] Consumer is responsible for the actual damage costs to the vehicle as the consumer admitted he did damage the vehicle

My name is [redacted] and I manage the local CarShare operation First, I certainly apologize to this customer for the confusion while joining our carshare program, and the fact that the representative did not make it clear that while free to join, and the first year of membership is free, subsequent years are $upon each anniversary We should have been clearer both in person, and on the material when fulfilling the initial membership package Further, I apologize on behalf of Enterprise CarShare that the customer was informed that they "must" return the smart-card or possibly face a chargeWhile we do like to recycle these membership cards, whenever possible, we certainly can deactivate it(I would only ask that the customer simply cup and put it in the garbage as they might an old credit card.) Because of this valuable feedback, I will also work with our corporate customer care team to ensure that the language be revised to avoid demanding a return, but to include helpful instructions on how best to either return it or destroy it Finally, I will immediately process this customer's cancellation myself Over the past years, Enterprise rent-a-car has built our hard earned reputation and brand on the simple principal that if we take care of our customer and our employees, the business will do wellDespite this unfortunate experience, our hope is that this customer will continue to use our other Enterprise, National and Alamo brands with confidence and trust Sincerely, [redacted]

Reviewed the concern, issued the requested refund, and emailed the customer an apology and updated receipt

I truly apologize for the horrible experience from our office in [redacted] We definitely could have handled this situation better and it is unfortunate that it had to get to this point of the dispute processWhile it is in our contract that the customer is fully responsible for the condition of our vehicle until it is brought back to an Enterprise location, I can see how the customer was confused in this case about how to drop off the vehicleIf she spoke to the branch and was directed to drop at the bodyshop, regardless of our policy, it makes sense that she was under the impression her responsibility for the car would end at that pointIt sounds like she spoke to multiple people and had many different responsesI think anyone in a similar circumstance would also feel frustrated While I did research the history of the vehicle and did not find any evidence of pre-existing damage, keeping our customer happy and doing the right thing for them is more important than collecting on an $800+ billWe will be choosing to NOT pursue this customer for the cost of these damages for all the reasons listed aboveAgain, I would like to apologize on behalf of the Enterprise location in [redacted] and ensure the customer that we will be changing some of our policies to make sure things like this are clear and concise moving forwardI would hate for this to happen to anyone else in the future Thank you for bringing this to my attentionIt gives us an opportunity to get better and make sure that we are doing everything possible to provide the best possible experience at our locations

Initial Business Response / [redacted] (1000, 5, 2015/12/29) */ Liberty Mutual sent over a reservation for the customer in which they stated they would be paying for a rental car once repairs started on their carThe customer dropped off their car at the body shopThe customers car was drive-able and the body shop could not get begin working on the repairs to their carThe customer got into a rental car at 1148am on 12/18/and was notified around 1213pm on 12/18/that liberty mutual would not be paying for the rental car anymore because repairs could not be startedThe customer stated they had plans for the weekend and could not return the rental and pick up their car from the shopThe customer is upset with Enterprise because he was charged for the rental that Liberty Mutual would not cover due the customers car being safe to driveEnterprise, Liberty Mutual, and the body shop tried to let the customer know they would be responsible for rental car charges in a reasonable manner Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/01/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is incorrectNeither Liberty Mutual or Enterprise car rental notified customer in a timely fashionThe notice after rental car was picked up and in route out of town, is totally unacceptable business practice After car is dropped off, and rental is picked up-and in route to destination, and then receiving phone caNOT REASONABLE Final Business Response / [redacted] (4000, 9, 2016/02/01) */ I am going to refund the customer their deposit for customer service issuesHowever, it seems the renter's dispute should be between their own insurance company, not EnterpriseTheir insurance company is the one who refused to pay for the rentalIf a third party refuses to pay for the rental it becomes the renters responsibility

Initial Business Response / [redacted] (1000, 5, 2015/12/14) */ Contact Name and Title: [redacted] Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @erac.com I contacted [redacted] and let her know that Enterprise will take care of herWe have scheduled her an appointment at Auto Nation Chrysler Dodge on 12/22/at 8:AM (Service advisor- ***) to see if her vehicle needs a system download or the "U-Connect kit" installed to enable her blue tooth feature to functionWhatever the case is Enterprise will take care of her and have the blue tooth feature working at no charge to her Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/12/15) */ (The consumer indicated he/she ACCEPTED the response from the business.) I'm very pleased with the quick response and no-hassle resolutionThank you, Enterprise

I had actually spoken to this customer on the same day I received the Revdex.com complaintHe was very confused about how much his insurance company was supposed to cover for him, which resulted in him spending about $ [redacted] more than he had planned onHe was aware that he was paying a small portion of the bill each day, so I simply refunded him the full $ [redacted] in questionHe was very thankful for my quick response and feels that it was a fair oneHe will continue to be a customer of ours in the future

Initial Business Response / [redacted] (1000, 5, 2015/11/18) */ Contact Name and Title: [redacted] Manager Contact Phone: [redacted] Contact Email: [redacted] @erac.com I have spoken to [redacted] and apologized for the miscommunicationWe should have either A) Given the customer a ride back or B) Directed the customer to another location closer to her home and they could have given the customer a ride backThe customer will be contacting me for a future rental discount when she needs a rental in the future Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/11/19) */ (The consumer indicated he/she ACCEPTED the response from the business.) Apology accepted

Initial Business Response / [redacted] (1000, 5, 2015/12/30) */ Area Manager, [redacted] has left two messages for consumer to call him to resolve the issue [redacted] can be reached at XXX-XXX-XXXX Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/01/04) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Complaint: [redacted] I am rejecting this response because: The manager was extremely rude and doesn't know how to treat customersSincerely, [redacted] ***

Final Consumer Response / [redacted] (2000, 6, 2016/02/18) */ thematter was resolved and thyn took good care of me and it already settled and I love the way they handle this thanks

The answer to this complaint is that the customer was reimbursed and the issue was handled

Initial Business Response / [redacted] (1000, 10, 2015/10/06) */ This issue was sent to the Northern California Group Office. The issue is with 32U3 located in Valencia which is handled by our Southern California Group Office. I have sent this issue to [redacted] Foy XXX-XXX-XXXX. Thank you, [redacted] M.... [redacted] Administrative Assistant II ERAC Company of San Francisco. Initial Consumer Rebuttal / [redacted] (3000, 12, 2015/10/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) Enterprise Rent a car should have received all 100% of payment from State Farm insurance, because State Farm Insurance took two months to settle my insurance claim, it was not my fault that the claim was not settled for two months therefore, Enterprise rent a car should have collected the $2000 dollars from State Farm Insurance not directly from me I was over charged $1000 dollars, I am asking that my $1000 be refunded. Final Business Response / [redacted] (4000, 14, 2015/10/19) */ ***, [redacted] , To update you on this, I have called three times now. I've spoken with the renter as well as her sister. Each time I call they say it is not a good time. I've given them my cell number to contact me when they can, and I haven't heard from them. If I do I will let you know. Thank you, [redacted] Area Rental Manager Valencia/Canyon Country/San Fernando XXX-XXX-XXXX direct XXX-XXX-XXXX cell XXX-XXX-XXXX fax [redacted] @ehi.com Final Consumer Response / [redacted] (4200, 16, 2015/10/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) I [redacted] would like for [redacted] to respond in letter formal, Yes, [redacted] calls when I am getting my kids ready for school, I have eight kids what does [redacted] for me to drop what I am doing with my eight children and speak with her when it is inconvenient? I told her to telephone me after 430PM but [redacted] is not complying with my request regarding when it is convenient to speak with her, I believe [redacted] is looking for a loop hole a way out. I am not satisifed with the response no.

Initial Business Response / [redacted] (1000, 5, 2015/08/04) */ Thank you for bringing this to our attentionAs we do in these cases we reviewed past contracts and claims for the damageIn doing so we noticed damage that appears to be in the same location marked on a prior contractI apologize greatly for the inconvenienceWe will close this claim and speak with the employees involvedI have notified them to refund your deductible as well Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/08/09) */

we have refunded the customer his depositI would imagine the money is back into his account already As for what transpired between Enterprise representatives and the customer, We feel we didn't do anything wrong

Complaint: 12206185I am rejecting this response because:I have not received a call from either manager I reached out to, I specifically did this before reporting to Revdex.com after receiving no responseThe complaint is not by my mother, for some reason she continues to be called even though I am an adult, gave you my correct contact information, and it seems that no one can straighten that outI have received no voicemail from any manager and actually never spoke with Hawk because he was out of the office both times I calledI respectfully disagree with the unethical practices of your customer service personnelAs I've stated before, I did sign the form, I explained that I was misled and trusted your associate's expertise when I explained my insurance doesn't cover anything "extra"I saw the cost associated but assumed per my statement, that she knew that was the required covered insuranceIf someone is trying to reach me please call the correct number, I am happy to resolve this without Revdex.comI am not satisfied with the response I was given which was stated rudely to begin with, and basically that your associate is more truthful than I amI told several associates exactly what happened and was told I was wrong and that Rosie doesn't remember it that wayWell it is what happened, so I will go through whatever means necessary to help you understand it is not right to treat your customers this waySincerely, [redacted]

We have spoken with the customer and hopefully resolved all issues and concerns We hope the customer is completely satisfied with the outcome of our service

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