Enterprise Rent-A-Car of St. Louis

Initial Business Response / [redacted] (1000, 7, 2015/07/01) */ We waived the customer of the responsibility of the chargeThis is Resolved Initial Consumer Rebuttal / [redacted] (1500, 8, 2015/07/01) */ Final Consumer Response / [redacted] (2000, 12, 2015/07/01) */ This issue has been resolvedAfter several weeks of trying, someone from the company finally contacted me and we resolved the issue

Complaint: [redacted] I am rejecting this response because: I filed bankruptcy four years ago and this bill with enterprise should have been rmoved from my credit report after yrs n it had been over ten yearsthe chapter should definitely has this issue removed from my credit reportRevdex.com please help me because this is illegal for enterprise to do thisthey are saying I owe a bill that was removed with a bankruptcydircect me on who I need to contactdo I need to contact someone higher than the Revdex.comthis is not good businessi will not accept I want to speak with the ceomy lawyer said they should not still hold me for an old bill after a bankruptcy Sincerely, [redacted]

Our Area Manager spoke with the customer and apologized for the delay on receiving the refunded deposit Our Accounting Department is overnighting the check to her tonight The customer will contact our Area Manager's directly if anything else should come up

Dear Sir,Thanks you for contacting us with your query.Please accept our apologies for any confusion that may have arisen as a result of your rental at our Paris Charles de Gaule location For all customer paid rentals we require a security deposit that is taken at the beginning of the rental, this is written on our website enterprise.fr and is present at all of our branches on the 'affichage obligatoire' I understand that often these things can be overlooked so apologise that this was not made clear during the rental check-out.We have been notified by the French government that during your rental there was a traffic violation that occured, information regarding the violation will be sent to you directly by the issuing authority Per our terms and conditions (reference 5d on Page of the rental contract) we will charge an admin fee for violations that we are required to manageI apologise again for any confusion, please don't hesitate to contact us should you have further questionsKind regards, Enterprise Customer Service, France

Initial Business Response / [redacted] (1000, 5, 2015/09/22) */ We originally spoke with this customer on 04/he was under the impression that his corp rates had DW inclusiveWe reached out to the ADR team that confirmed he did notWe then left multiple calls and voicemails for the customer and he did not respondEventually he responded and gave us insurance infoHis insurance paid for damages less a $deductible 05/We spoke with customer on 06/and explained the deductibleHe said payment would be issuedNo payment was received and multiple attempts were made to reach the customer againOn 6/he emailed that he would follow up with his finance dept for the chq but never updated usOn 08/with still no response we sent the file to collections and made risk management awareThe customer the responded to us via email as a result of collections reaching out to him on 09/As the file is currently with the collections company we have directed him to settle the file with themThe W8BEN form had never been requested prior to 09/and was provided to him on 09/If you have any additional questions please let me know

this refund has already been processed in RFScustomer has been contacted and is going to be looking for that refund

Our Area Manager has attempted to reach out to the customer several times and has received no response

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 Sincerely, [redacted]

After looking into this matter and speaking with the body shop it was determined that the body shop would in fact pay for this rental The $deposit was refunded upon the return of the vehicle We refunded the total of $for the cost of the rental on 8/when we received this customer's complaint We have reached out to the customer multiple times to tell her that this has been refunded but we have not been able to reach her The customer's voicemail is also not available

Complaint: [redacted] I am rejecting this response because: I received one voicemail from [redacted] on April 28th at 5:01PM Returned call on April 29th at 10:33AMNo responseAttached PDF shows refund was NOT processed and I am still waiting almost month later Sincerely, [redacted] ***

Initial Business Response / [redacted] (1000, 5, 2015/08/24) */ Enterprise has attempted to contact the customer via phone 2x's to talk about and resolve the situation, with no response

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 [redacted] , Area Manager Mid Missouri Enterprise, visited with me on the phone several times and asked many questions until she was satisfied that it was reasonable to conclude this matter by dropping the claim against me.I appreciate her efforts to resolve this matter Sincerely, [redacted]

March 21, Revdex.com of Eastern Missouri and Southern Illinois RE: [redacted] Complaint ID: [redacted] Enterprise File: [redacted] To Whom It May Concern: Please accept this correspondence as our response to the complaint filed by [redacted] with your officeWe have reviewed the concerns raised by Mr [redacted] Mr [redacted] rented a Chevy Malibu bearing Kansas registration [redacted] from EAN Holdings, LLC dba Enterprise Rent-A-Car at [redacted] ** At the time of rental an inspection was completed in the presence of Mr [redacted] and the vehicle was determined to be rented without damage which he acknowledged per his initials on the face of the rental contract After reviewing the concerns presented by Mr [redacted] , and notwithstanding the foregoing contractual obligations, we have decided to close our file as a matter of customer service At Enterprise Rent-A-Car, we strive to satisfy all our customers by providing excellent customer serviceWe hope that our diligent efforts to resolve and address this matter have demonstrated our commitment to customer service Sincerely, [redacted] Risk Supervisor

Initial Business Response / [redacted] (1000, 6, 2015/04/20) */ Left a message for customer; no response yet We had to report this to our repo team because she didn't respond to our demands for our car back it was an insurance customer that reached her last day and she knewwe had to repo this car from her [redacted] Area Manager StLouis, MO XXX-XXX-XXXX office XXX-XXX-XXXX cell XXX-XXX-XXXX fax [redacted] @ehi.com

Thank you for allowing us the opportunity to respond to the complaint received from the above mentioned customer The customer did in fact rent from Enterprise on January 12, Upon return of the rental vehicle there were damages found As the customer stated, he did dispute the damages accordingly, so Enterprise proceeded to resolve his dispute through our internal process Upon resolution, Enterprise found that the damages on the front bumper were not preexisting Therefore, it was our conclusion that the damages occurred during this rental period However, Enterprise did waive some additional fees for customer service reasons In regard to the customer’s complaint about our pick up and drop off policy, Enterprise does offer a drop off and pick up service as a courtesy to our customers within that branch’s local area The Fenton shop location, where the customer was requesting drop off service was not in the local area of our Lemay Ferry Road branch Enterprise offers an option for our customers to drop off at a location that better suits their needs

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meIf the manager at the Belleville Location had given me information at the time would have been beneficial. This manager was very stand offish, unprofessional and lack good communication. I think if better communication would have occurred at the time of rental I would not have had to file a complaint with the Revdex.com. I feel if they give their employees better training on communication and good customer service their employees would have a better rapor with the public and minority population. The manager's name is Tom. I do accept this resolution, but wanted to give additional feedback.
Sincerely,
*** ***

Area Rental Manager ***
*** spoke with the customer about his concern. The customer
acknowledged that the car was parked outside during a hail storm in St Louis
but did not think the damage was severe enough to warrant repairs. He
explained to the customer that anytime a
vehicle is damaged outside of our
damage evaluator, we must repair it otherwise it diminishes the value of the
vehicle. He offered to send the customer detailed photos of the damage,
the estimate, as well as photos of the car as he was driving out but that did
not change his opinion that the damage was not that bad and that we should just
write off the repair amount because he is a good customer. He explained
that the condition of the car changed during the rental, he acknowledged that
it was parked outside during a hail storm, and that we had to repair the hail
damage. The customer told him that we will lose his business if we continue
with billing him for the repairs and our Area Manager said that was unfortunate, but we must
proceed. Upon investigation by Enterprise Risk Management, it was
determined that all necessary procedures were followed, the customer was made
aware of everything, the customer acknowledged the hail storm, and the repairs
were in line with the damage. This has thoroughly been explained to the
customer. We will be closing this concern on our end

Initial Business Response /* (1000, 6, 2015/05/22) */
Hi Mrs ***
As per our email correspondence we have agreed to a refund all along and are happy to inform you that this has been processed and the monies should be back with you
We apologies for any inconvenience caused
many
thanks
*** ***
Initial Consumer Rebuttal /* (3000, 8, 2015/05/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have checked my bank account and the money has not been receivedCan you please let me know what day it was sent?
Final Business Response /* (4000, 10, 2015/06/05) */
The refund was processed after our email correspondence with Mrs***We have every confidence that she should have received these moniesIf there is anything additional, please let us know

Email that was sent to ***: Hello,
Our office has been in communication with this customerPlease see the attachments
and message from Cancun detailing the damage on the vehicle found upon return
As the vehicle was received with new damage, the
charges are valid
|-*
This forward and track message is from ***
*-|
Dear ***:
VEHICLE INVENTORY format has two (2) sheets or pages --> a white one that is
considered as CHECK IN
*** Blue page format is considered as Check Out
***Check In Page didn't show any damage because the vehicle was delivered
without damage***
*** Check Out page Did register the damage and
the lack of the license plate ***
***Renting office already billed the customer for damages and missing license
plate, Since the customer did not acquire any type of coverage that would cover
it in case of collision, it should also be noted that there is no coverage that
covers the costs generated by a missing plate***
Find attached full signed rental agreement with vehicle inventory for more
reference hope this helps to clarify also your doubts
Kind Regards
***

Our Citations manager has left a message and emailed the customer to addressShe is awaiting a responseTell us why here