Enterprise Rent-A-Car of St. Louis

Our Citations Team in the UK have emailed Mr*** to apologize for the delay Although we determined that the Citation charge was legitimate, we have decided to waive the fee due to our delayed response I am unable to update the response field as I had already provided an update last FridayPlease update and close

12/11/2017: Mediator emailed consumer for update.12/12/2017: Thank you for reaching out to meNo ma'amI never received the credit I was seekingIf you have any further questions please let me knowThank you12/19/2017: Mediator provided update to consumerWaiting for confirmation refund was received12/19/2017: Good afternoonI did receive a refund from EnterpriseI KNOW that this is due to your involvement and I thank you so muchIt is very much appreciatedI received a credit a few days after you first reached out to meThen I received an email from them this morning with an explanation and break down of the credit. Again thank you so much for all you help and support

Complaint: ***
I am rejecting this response because:
I have called the facility several times and was told that they are not sure how long the refund takesThe last message I received was "I apologize for the delayI have followed back up with the regional office and have requested for you to be contactedDue to the busy summer months, there may have been a delayI trust that you will be contacted as soon as possiblePlease let us know if you have any further questions in the meantime.-***(***):"I was refunded then charged the I did not receive a refund from the facility or a phone callMy voice mail works perfectlyI called my credit card company to dispute the chargeThat is how I got my money backIt was never from the company
Sincerely,
*** ***

Our Area Manager spoke to the customer regarding the coverage
Customer thinks Enterprise especially the Creve Coeur location is
great. He was just confused because the way he understood the insurance
replacement deal to work is that the insurance company covers everything.
I
explained how the insurance company covers rate but does not cover the
protection. He was aware that he signed for protection but was just under
the impression that the protection would come off after the insurance company
approved the rental. We will be refunding the coverage charge as a one time courtesy in the interest of customer service. Mr*** was happy with this resolution and will continue to rent with Enterprise

Complaint: ***
I am rejecting this response because:
There is no information on the violationI'm just sitting waiting on the French government, while in the meantime they have already charged me an administrative fee which has caused me another charge and I still dont know what "SUPPOSED VIOLATION" I haveIve called and have gotten no responseThey need to do more becuase their "contract" may say they can take a legDoesn't mean its right
Sincerely,
*** ***

Initial Business Response /* (1000, 11, 2015/07/13) */
Thank you for bringing this to our attention and we truly apologize for the inconvenienceWhile researching your concern, we discovered an error in which a small number of customer opt-outs were not properly processed We have identified
the error and implemented a solution to catch all opt outs moving forwardWe have added you to our do not email list and you have been unsubscribed from our Alamo communicationsThank you again for the feedback

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]

Complaint: [redacted]
I am rejecting this response because:Despite the Branch promise to refund the money, I have not seen any sign that the refund has been initiated.
To me, I cannot accept the business answer until I see the refund posted on my account.
Sincerely,
[redacted]

A resolution of a $50 refund was reached with the Enterprise
Branch Manager on 03/25.  The receipt provided showed the refund, but the
customer needed the itemized charges to be listed a certain way in order to
make sure she received reimbursement.  On 04/01, an Enterprise...

Area
Manager spoke to the customer and apologized for all of the confusion and
inconvenience.  A resolution was reached that the customer is happy with
and the customer now considers this matter closed.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is acceptable to me.  I see the miles for the four Alamo car rentals now posted to my [redacted] account.  I will hope that miles will properly be provided for future rentals, as the Alamo response says.  As for the old email address problems, since that is the email address that Alamo was providing, I can only hope that they are now providing a valid address whenever someone contacts them via their web site.It is unfortunate that this route was necessary for Alamo to take the problems seriously, and to actually make an effort to address them, but I do appreciate that effort, as well as the Revdex.com's help in the matter.Thank you,
[redacted]

Customer was refunded.

We have called the customer 3 times and left messages and have not received a 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]

Our Area Manager spoke with the customer and
apologized
for our miscommunication and lack of flexibility.  She refunded what the customer asked for and faxed her a receipt.
She
has our Area Manager's email and cell phone for future need.

Initial Business Response /* (1000, 5, 2016/02/08) */
Our Area Manager has spoken with the customer and has been able to come to an agreement. The customer has been refunded the $20.00 for the charges of the rental vehicle. He also has had discussions with all of the employees who were involved...

and discipline of these employees has been handled in-house. The customer was very satisfied with the outcome.
Initial Consumer Rebuttal /* (2000, 7, 2016/02/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/07/17) */
We did offer this customer two free days. I just verified that both coupons are still valid with an expiration date of 12/31/2037. These coupons can only be used at major airport locations up to Full-size cars. I did also verify that all these...

details were communicated to the customer on the email which was sent to the customer containing the coupon codes.

The customer...

spoke of having coverage through their Credit Card. While that is possible, we require written proof from the credit card company stating that they cover rental vehicles and more specifically, the amount they cover. From my experience, most credit card insurances have a maximum level of coverage so while they cover some vehicles, they do not cover all vehicles. Because of that, verbal confirmation is never accepted. The customer must provide written confirmation at the time of pick up.   After review, all charges are valid as the customer was charged for damage as well as Loss of Use. No refund will be given. I apologize if this response is less than satisfying to our customer but I know that we have worked in good faith on this case.

Please excuse the delay. The initial message went into Spam.I've alerted our office over Norway/Sweden. They are currently reviewing the case and will forward their response to me. Once had I will update this case.Have a great rest of your day and thank you so much for your patience.

Initial Business Response /* (1000, 7, 2015/11/09) */
National Rent A Car
Damage Recovery Unit
[redacted] XXXXXX
Kansas City, MO XXXXX-XXXX
Revdex.com of St. Louis MO
Online Inquiry
Re: Inquiry - [redacted]
National Rent A Car Claim Number: XXXXXXXX
Your File...

Number: XXXXXXX

We are in receipt of your inquiry dated November 5th, 2015, outlining the request from [redacted] filed with your office. This office handles damage claims for National Rent A Car. We appreciate you giving us an opportunity to investigate this matter further.
[redacted] rented a car from National's St. Louis Airport location on July 12th 2015 and returned it on July 15th, 2015. The rental vehicle was returned with damage to the front bumper.
On August 6th, 2015 we received a letter from Ms. [redacted], dated July 28th, 2015, in which she disputed the damage to the right front door. The repair to this door was included on the estimate, along with the repair to the front bumper. Her letter indicated that the damage to the door did not occur during her rental period. On August 6th, 2015 our office received an email from the branch manager of the St. Louis airport confirming Ms. [redacted] would not be held responsible for the damage on the right front door. Our office received payment from Ms. [redacted]'s insurance company and credit card company for the amount of the claim less the repair to the right front door. On October 29th 2015, our office erroneously sent a letter to Ms. [redacted] indicating that she owed the balance for the right front door repair in the amount of $125. Upon realizing the error, our office called Ms. [redacted] on November 9th, 2015, left a message to explain the mistake, and sent another letter confirming the claim would be closed with no balance owed. We would like to apologize for this error.
Our claim remains closed. Should you have any additional questions, please contact our office at the number below.
Sincerely,
[redacted]
Analyst
Tulsa Damage Recovery Unit
XXX-XXX-XXXX

This was already handled previously. We have sent the customer two refund checks to two different addresses and she claims that she has not received any of them. I have verified that the address is correct and spoke with her again today. The Area Manager, [redacted] has another refund check in...

his possession and will be personally bringing it to her on Tuesday 8/18 when she is back in town. Customer is receiving her refund in full.