Enterprise Rent-A-Car of St. Louis

Initial Business Response /* (1000, 5, 2015/12/23) */
Contact Name and Title: *** ***
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@ehi.com
Good afternoon, thank you for allowing us the opportunity to respond to the complaint received for the above mentioned customer
The customer did in fact rent a vehicle from Enterprise on July 3, due to an insurance replacement vehicle as his personal vehicle was wrecked as previously statedEnterprise directly billed the renters insurance company as a convenience for their allowed portion of the rental and the customer would be responsible for anything above what the insurance company authorizes, therefore a $deposit was received from customerThe insurance company stopped paying for the customers rental on August 2, due to customer reaching their rental policy max, and the vehicle was returned on August 3, in which the customer was responsible for the additional dayThe refund the customer is referring to was the difference of the day from his $depositAt the onset of the rental experience, the Enterprise rep and the customer does a full walk around inspection of the vehicle in which both parties sign and agree to the condition of the vehicleWe are willing to provide the signed rental agreement by customer showing there was no damage on the initial check out of the rentalUpon return on August 3, the vehicle did return and there was a change in conditionThe office then showed the customer the damages and preceded to fill out a change of condition report which is acknowledgment of the change of condition to the vehicleThis is what the customer is referring to as he mentioned he signed the papersThe customer was refunded the difference from his initial $deposit and the additional day he kept the vehicleThe rental balance is treated separately from the claim process as these are different transactionsOur Damage Recovery Unit made several attempts to resolve this matter with the customer prior to getting the insurance company involvedDue to no cooperation from the customer, the Damage Recovery Unit proceeded in filing the claim with the customers insurance companyThe Damage Recovery Unit provided the necessary information to the insurance company and payment was received for the damages less the customers $deductible which the insurance company advised us was the customers responsibilityThe customer never paid their $deductible after multiple attempts to collect, therefore protocol was followed and the customer was eventually sent to collectionsWhile we have no control over the customers history with their insurance company causing an increase in his premium, it is our stance that the $outstanding is the customers responsibility and we are entitled to be reimbursed for damages paid out on the vehicle rented by the customerWe can provide you the condition report which the customer signed at the beginning of the rental confirming there was no prior damage to the vehicle, as well as provide you the estimate and photos of the condition of the vehicle upon return by the customerPlease advise if you would like to receive this and we will kindly forward to you

There were no charges to the customer for the rental portion as
we did backdate the rental to the correct time of the accident. The
total charges were for the $DeductibleOur Area Manager has tried reaching out to the customer multiple times to discuss with no response.
If the customer would like to contact him we are more than happy to further discuss

The complaint has actually been resolved, they sent me my moneyWhen they said they sent it they actually sent it a week later, but I have it now

Our Regional Manager spoke with *** on 7-8-2016 and explained the out of state driver's
license policyShe does have local bills with an out of state driver's
licenseWe did end up renting her a vehicle and she understands that the debit card
policy is only for local
renters. The customer appreciated the clarification and is happy with the outcome

The customer came into our office and demanded
a full size car for an intermediate priceShe was given options to pay for the
full size but refused. The customer was unwilling to follow our policy to rent cars and when she came back in after her contract was closed down her
card declined the transaction to get another vehicle. At this point, she began yelling at our employees and refused to leave the office. As a result, the police had to be called and the customer was placed on our do not rent list. We will be closing this concern on our end

Our Area Manager has tried multiple times to contact the customer and is unable to leave a voicemail due to it being full. He has also sent an email address to the customer and has not heard back

After looking into this further our Area Manager has decided not to pursue the customer for damages. We have also refunded the customer $50.00. The customer is aware and is satisfied with the outcome

This has been resolved. Our Area Manager spoke with the insurance company and the body shop and have come to an agreement on the correct amount for the rental. The customer did not have to pay for anything

In looking into our records there was a discrepancy on the number
of days the customer rented which caused the balance to remainThe
customer was confused on the total price, so we are writing off the difference
due to lack of communication and the customer is happy with the
resolution

Final Consumer Response /* (2000, 7, 2015/07/27) */
***,
The Enterprise Hold on my funds is resolved through work of an astute person in the Revdex.comThe knowledge, experienced personnel of Revdex.com and Enterprise Customer Service made it Right! Here is a grateful Thank you
*** ***

Our Area Manager spoke with customer at 2/24/at 3:pm
The customer stated she filed this concern before speaking with our manager last Friday 2/17/at
4:30pm. They compromised and
landed at refunding $to her which was processed that
evening
During
a follow up call, Ms*** reiterated that she felt the $
refund was fair and she had filed this concern before speaking with our Manager

Bankruptcy absolves this customer from the balance due, but per our company policy, it
does not remove them from our DNR process

Customer Information:
*** * ***
*** ** *** ***
*** ** *** * ** ***
Daytime
Phone: ***
E-mail:
***@gmail.com
To
Whom It May Concern:
We
have reviewed Mr*** ***’s concern regarding our business
practices in
relation to his Enterprise points accumulated via his EPlus account. Mr***’s EPlus account was frozen due
to owing a balance of $2,895.30. This
balance stems from Enterprise claim # *** from February 12, 2016. Mr*** rented a rental car from our Stewart
Airport, New Windsor, NY office and returned the car with a change in
condition; Mr*** is responsible for the repairs associated with the rental
car as per the terms and conditions of the Rental Agreement he signed.
Our
claim center followed up with Mr*** several times in regards to this
claim. The first time was via letter
sent on March 10, 2016. The second time
we left a voicemail on April 14, and sent a letter as well. The third time we left another voicemail on
May 10, and also sent a final letter.
We attempted a final phone call on June 8, and left the customer a
voicemail. We subsequently put a freeze
on Mr***’s EPlus account for this balance due
When
a customer has a delinquent outstanding balance owed to our company, their
EPlus account is suspended and no activity (including logging in) can take
place on the account. We included an
excerpt below from our EPlus program conditions, which reference this policy
Generally,
membership in the Program (“Membership”) commences on the date the Member
completes any of the enrollment methods (“Enrollment Date”) and remains in
effect until the Member terminates enrollment in the Program (which can be done
at any time) unless Enterprise terminates a Membership earlier because if a
material violation of these terms and conditions, material violation of any
rental contract between the Member and Enterprise, unpaid balance due more than
ninety (90) days for outstanding rental, fraudulent activity or an account
becoming inactive for more than thirty-six (36) months
Thank
you for reviewing this matter,
Enterprise
Rent-A-Car

Our Area Manager contacted the customer and explained that points are only awarded when the customer is paying for the rental. In this case, the dealership was paying for the rental. Our manager apologized for the miscommunication and is sending him a coupon for a free day of rental on
his next visit

We have left messages for Mr*** to apologizeWe have refunded the customer for the double charged amountWe have also coached our employee on this matter

12/12/2017: Mediator sent email to business.12/19/2017: From: "***, ***" To: "***@gmail.com" Cc: Bcc: Date: Tue, Dec 06:53:+0000Subject: *** ***Dear Mr***, To follow up your email, we would like toask you to accept our apologiesfor the deadline in answering your request. We can assure you that Enterprise is committed to providing the highest standards of customer care. As a goodwill gesture, we accept to take care of 24.99€ for administrative fees and 15$ for penalty you’ve been charged. We would like to inform you that the amount of 40€ has been refunded to your credit card account on the 13thof December. We hope to be able to demonstrate the quality of our services to you on another occasion. Yours sincerely,
*** ***
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Yes, looking for a refundPlease let me know if you have any questionsThank you!

We’ve awarded this customer the miles that he’s requested. It appears the contracted rate the customer was using had been blocking customers from obtaining benefits. The customer should be able to earn miles with this contracted rate in the futureIn addition, our email addresses
have recently been updated and it appears the one the customer provided is an old address. When contacting these old email address our customer should receive a response saying that this address is no longer valid and asking them to contact us again. I apologize that the representatives the customer spoke with were not more helpful in getting this resolved for the customer. Please let me know if you wish for me to respond another way *** *** Business Support Specialist ***

Our Area Manager reached out to the customer and apologized for his experience. We have refunded the customer in full and the customer responded agreeing that this outcome was satisfactory

Initial Business Response /* (1000, 5, 2015/11/02) */
The customer was contacted by our Branch Manager and she is good with ERAC now but wanted to make us aware that the first SUV she received was not up to our standardsWhen she came by to switch out we had to go to National to get her one and
this took some timeShe has rented from us several times in the past and this was the first time she felt like our cars were not great and that we didn't do enough to correct the wait time and the issues
We have refunded her for the satellite radio as well as the first day of rentalThe Branch Manager also emailed her a discount in the future and included his cell number if she ever has any other questionsShe is going to be making a reservation for next month
Initial Consumer Rebuttal /* (2000, 7, 2015/11/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I have accepted the resolutionBut I have not received the email for future rental or an email stating what will be refunded
I spoke with a manager, and he emailed the customer a code to redeem a free rental of Sirius XM RadioPlease let me know what I should do at this point for this case