Enterprise Rent-A-Car of St. Louis

Our Group Car Sales Manager reached out to the customer in the middle of December. She was supposed to bring in various invoices to a local branch in order for us to review them. The customer never brought them in. Our Manager again tried to reach back out to her a few
more times but has not received a response. If the customer would like to contact our Group Car Sales Manager we are still willing to look into what we can do to help her out

Initial Business Response /* (1000, 7, 2015/05/28) */
This was 100% resolvedCustomer is very happy and has been in another rental car for over a week now

Initial Business Response /* (1000, 5, 2015/12/08) */
We were able to reach out to the customer and after assessing the situation, we refunded the $to her credit cardHowever, we did explain that in the future, there will be a detail fee applied if she leaves the van in condition it was in
when it was returnedShe understood but wish someone would have mentioned it to her while she was at the officeWe will make sure that are customers are aware of these possible charges going forward
Initial Consumer Rebuttal /* (3000, 7, 2015/12/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
No such conversation occurred with any representative from AlamoAll exchanges were done through email, which we haveAll statements above are falseWe never stated the things listed in Alamos response and the Alamo representative did not state what he claims he stated to usThe email from Mr*** simply stated that we would be refunded the full $All interactions with Alamo were done through email
We are glad the $was refunded as we returned the car in excellent conditionHowever, the statements made above did not occur

I have reinstated the customer’s pointsI also called to
let her knowShe didn’t answer, so I left a voicemail and also followed up via
emailI will let you know what I hear back
Thanks, ***

The Area Manager contacted our Corporate office an this recording is no longer available

Initial Business Response /* (1000, 7, 2015/05/08) */
Contact Name and Title: *** *** BSS CS Dept
Contact Phone: XXXXXXXXXX
Contact Email: ***@ehi.com
*** and I spoke via phone today and closed this caseWe will refund him for the Non-Mandatory Coverage that he accepted at the
counterWe are also sending him Free Day Codes redeemable at any US/Canadian Alamo Rent A Car location
Please close the case on your end and remove all negative items off our record
Have a great rest of your day and enjoy your weekend!

Initial Business Response /* (1000, 11, 2015/07/16) */
After researching this vehicle it was discovered that the damage to the vehicle was actually noted prior to this rentalAs a result, Enterprise has apologized directly to the customer and notified them that they will be receiving a refund of
$for the full amount of the rentalThe customer was very pleased with this outcome

After conducting a deeper investigation we agree with the
customers concerns and decided to no longer pursue for damages. We
contacted the customer to let them know of our decision and she was satisfied
with our resolution

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

Customer is aware we are
refunding an additional $to make the refund an even $She was not
aware of calendar day billing for the protection so we are taking care of the
10th day

Initial Business Response /* (1000, 6, 2015/09/24) */
Contact Name and Title: *** Coordinator
Contact Email: ***@ehi.com
Dear Sir,
We acknowledge receipt of your request
First of all, we thank you for your rental with Enterprise and we appreciate your feedback
Before
a vehicle leaves a branch, it is standard policy to ensure that every vehicle is quality checked for cleanliness and safety, and maintained to the highest standardAt Enterprise, we consider the safety and comfort of our customers to be of the greatest importance
We regret that you did not find this standard when you picked up the booked vehicle at our location in RoissyWe thank you for taking time advising us the inconvenience you met with the hired vehicleWe warned the manager of the rental location to prevent any recurrence
As a compensation, the rental agent offered you half a tank, and yet, fuel was charged to you when you returned the vehicleFurther to verification, our customer service corrected your invoice and cancelled the fuel charge
Furthermore, you had been charged for an excess, our damage recovery department also amended your invoice to the exact repair fees and confirmed a refund of
Our accounts department met a little delay in refunding customers, please apologize for thisBoth amounts have now been credited directly to the credit card you presented on your first rental dayIt should appear on your bank account in the coming days
We hope to be able to demonstrate the quality of our service to you on another occasion
Yours faithfully,
*** ***
Customer Service coordinator

Initial Business Response /* (1000, 6, 2015/05/12) */
This was a long oneCustomer had a lot of issues
Car was wet on walk around and she could not fully see all details
Customer felt rushed, said BRM talked way to fast
Customer went 1/of mile and came back to show damage to BRM
BRM
then said, "You signed damage free car, you must pay!"
Customer brought vehicle back to show, still blamed for damage
Customer said things were added to contract No Smoking,No Pets after contract was signed
Customer said was never mentioned about damage when vehicle returned
Customer said BRM would not talk to her about damage upon return
Customer husband then came up and still no resolve
We are going to take care of the cracked mirror glass on the passenger side (Safelite $50) and not charge the customer for that
END RESULTS:
Customer is thankful that I reached out and resolved this situation
Customer and I hung up with her being very happy with the end resultShe is Completely Satisfied and will be back to see us
*** ***
Area Manager
Enterprise Rent-A-Car
StLouis, Missouri
P- ***
Initial Consumer Rebuttal /* (3000, 13, 2015/05/19) */
I was notified that the area manager stated in the company response to the Revdex.com that they were not going to charge me with any damage to the car for the broken mirrorHowever, yesterday I received a letter from Enterprise with notice of damage to the car to be completed and returned because they are going to charge me for damage to the carSo, what the company told the Revdex.com on 05/12/and the letter I received dated 05/13/do not say the same thingThe response from the manager said the company is not going to charge me for damage to the car, but the letter I received indicates they are going to charge me for damage to the carThe issue needs to be resolved before the case is closed
Final Consumer Response /* (2000, 21, 2015/07/20) */
They are no longer holding us responsible for the mirror damageWe received a letter from the company stating we are not responsibleThey even gave us a discount off our last rental to settle thisWe are well satisfied

Initial Business Response /* (1000, 5, 2016/01/14) */
Contact Name and Title: *** *** CS BSS
Contact Phone: XXXXXXXXXX
Contact Email: ***@ehi.com
Good Afternoon,
After reviewing this case, I was able to see that the location listed the reservation as a No Show indicating that
the customer did not arrive to pick up the rentalOnce listed as a No Show, the location proceeded as if the customer would not arrive that day
We apologize for any inconvenience this may have caused the customerWe have alerted our offices in Mexico of Mr***'s experienceThey will review and apply coaching where necessary
As a show of goodwill, we would like to extend an offer of two free days towards our customer's next Alamo Rental in the US or CanadaPlease let me know if the customer accepts this resolution
Initial Consumer Rebuttal /* (2000, 7, 2016/01/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I appreciate Alamo's show of goodwill and am looking forward to those two days of free rental
Beyond this I would like things to be well understood: I DID show up, so the Merida office claiming I did not is wrongThey had my flight number and my flight was only thirty minutes lateThis airport agent must have known that my flight was barely late and that I was on my way
My impression is more that Alamo confirmed a booking that they were not able to honorThe next day both the airport and the downtown agencies had no car available and told me they may not have one for days
So why did Alamo even take my reservation? Had I been told there would be no availability on that day, I would have organized myself differently in advance, instead of having to scramble for taxis and buses at the last minute
In conclusion, I am glad this gesture will be made, but I am also hoping that this office will not keep confirming bookings that they cannot honor even days after the original time, and then hint that the client is at fault
Thanks

Complaint: ***
I am rejecting this response because: It is falseI HAVE ONE PHONE AND VM IS SET UP, THEY SIMPLY WILL NOT DISCUSS THE POINTS THEY KEEP SENDING EMAILS ABOUT THE POINTS I DID RECEIVE, BUT WILL NOT DISCUSS THE POINTS I DID NOT RECEIVEI AM OWED A TOTAL OF POINTSHow did I get points for renting via the app, but never get the points for downloading the app? A separate badge, but I had to do one in order to do the otherAlso missing email opt in badge, double po I nts plus badge, keep on driving badge, and second rental badge, a total of pojnts, including airport rental badge
Sincerely,
*** ***

Initial Business Response /* (1000, 18, 2015/10/22) */
We received information from our partners in Italy who confirmed that the damage charges are valid due to the vehicle being returned in a condition different than it was rented
As a goodwill gesture, I am willing to offer a partial
reimbursement to help alleviate the cost to the customerI can send a check for $USD to the customerAlso, I will send Free Days for a future Airport Rental in the US or Canada to give us a shot again in the futurePlease let me know their responseIf they accept, I will need their mailing address so that the check can be processed and sent
*** *** Enterprise Holdings, IncBusiness Support Specialist
Tel: *** Fax: *** Email: ***@ehi.com

Initial Business Response /* (1000, 7, 2015/05/08) */
Contact Name and Title: *** *** BSS CS Dept
Contact Phone: XXXXXXXXXX
Contact Email: ***@ehi.com
Good Afternoon to allI've reached to our customer to inform him of our position to honor his refund requestI am awaiting a
confirmation of the mailing addressPlease start the process to close this case on your end
Have a great day!
Message to Customer:
Good Afternoon Mr***,
I am following up on a query that has recently landed on my desk regarding your rental in Costa Rica
I would like to apologize on behalf of our company for failing to completely satisfy youWith customer service being our way of life, we pride ourselves in completely satisfying our customers
Pertaining your requested refund, I've decided that we will honor your request and mail a check in the amount of $USDPlease provide your mailing address so that we can begin the check process
Have a wonderful day and we look forward to seeing you again
Initial Consumer Rebuttal /* (2000, 10, 2015/05/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)
My request for a refunded was grantedThis could have been done earlier without writing to Revdex.com but the outcome is fine with me
Thanks for your help!!!

We spoke with
this customer a few months ago as he was questioning the fact that he only had
rental registered with us but stated he had moreWe told him we would be
more than happy to look into it if he could provide any receipts or
information that showed when he had rented the cars. He stated that he
did not have time to do this. We tried to explain many times that we
really want to help solve this issue; however we need something that shows we
charged him for a rental. We offered to
contact the credit card company to verify any type of payment. Customer stated he did not have time for this. He was instructed to call our Area Manager
directly to work out a solution. We have
not heard back from the customer

The
branch tried to refund this customer last week but we just found out from
accounting yesterday that the refund was rejected by them for some reasonWe
processed the refund this morning for the full amount of $Our Area Manager spoke to the
customer and apologized for the error
The customer was completely satisfied
with this resolution

Our Group Rental Manager in Germany has been communicating with this customer for several weeks nowHere are her notes:
I’ve been corresponding with
this customer for several weeks nowI’ve been waiting on the customer to
provide me with their account number so we can refund him the money
backI
asked the customer to provide me with bank statement to show me this charge but
that never happenedIn despite of that we decided to refund their money back I’ll send another follow up
email to customer to obtain his bank information so we can process the refund
It was a pre-paid rental through broker so we don’t have the information.
I’ll let you know once the
refund will be processed.
Thank you,
***

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