Enterprise Rent-A-Car of St. Louis

Complaint: [redacted]
I am rejecting this response because: Area Manager failed to reply to me until I contacted Revdex.com.  Now says he does not have recording of my original reservation after failing to...

contact me for weeks. I'd asked to receive contact from a senior member of the team at Enterprise.
Sincerely,
[redacted]

To Whom it may concern, We are aware of Mr. [redacted]'s complaint. His request for reinstatement is denied. He is aware of the details. We are no longer doing business with Mr. [redacted] and are asking him to discontinue efforts to contact us regarding this matter. He is barred from service at...

Enterprise, Alamo, and National car rental locations worldwide. We recommend you close your file on this matter as there is no solution which will be mutually acceptable to both parties.Thank you.

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 7 yrs n it had been over ten years. the chapter 7 should definitely has this issue removed from my credit report. Revdex.com please help me because this is illegal for enterprise to do this. they are saying I owe a bill that was removed with a bankruptcy. dircect me on who I need to contact. do I need to contact someone higher than the Revdex.com. this is not good business. I will not accept I want to speak with the ceo. my lawyer said they should not still hold me for an old bill after a bankruptcy
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/10/28) */
Spoke with customer and he was extremely upset and was positive that we are scam artists. I apologized for the charge and I will follow up with the employee that handled his return. He got extremely hostile on the phone and stated that he does...

not think I will do anything about it and I will encourage them to continue to charge for fuel when it's full. He started cursing and saying that we have no morals and said I was probably the one who personally told them to charge so we can make more money. I remained calm and stated that his statement was untrue and not how we do business. He started cursing and saying that I keep lying to him over the phone. I calmly told him that I do not appreciate him questioning my integrity. He kept going on and cursing. I told to please stop cursing and he eventually and explained that his refund has been processed and I will personally retrain my return agents on how they review the rental charges upon return.

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

Complaint: [redacted]
I am rejecting this response because:
I spoke with St. Louis County Police department today, September 26th, 2016, as instructed by Enterprises representatives, [redacted] and [redacted]. Specifically stating I should contact my "local" police department. The St. Louis County Police Department then informed me they have no jurisdiction over my case due the fact the transaction took place in Carbondale, IL. I then called the Carbondale, IL Police Department who informed me that because the transaction took place in 2010 and they will have trouble getting the paperwork they need from me due to the distance (I am located in St. Louis and they can't exactly send an officer to my residence), I should first try to resolve the issue by filing a dispute with the credit unions, which I have done at this time but can take up to 45 days and may not resolve the issue. He informed me that if the problem persists and the claim with the credit agency is denied to then contact them again and we can go from there. My problem now is I have no supporting documents to submit with my claim to the credit unions.  I will continue to seek a resolution in the meantime.
Sincerely,
[redacted]

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

Initial Business Response /* (1000, 5, 2015/08/10) */
Our Area Manager reached out to Mr. [redacted] and we were informed that he was no longer at the number listed. this reservation was a one way rental that was booked for first thing that morning and we didn't have a vehicle to fulfill it. the branch...

called to let him know that they would call him as soon as we had availability and then we couldn't get ahold of him.

Initial Business Response /* (1000, 5, 2016/01/08) */
Customer rented and had a roadside issue 11-17 said vehicle was riding rough.
Our Memphis airport location switched customer out 11-17 9 am. On 11-17 at 4pm we left a message with the customer to perform customer care but received no...

response.
On 11-19, the customer returned our vehicle and complained about the car and that she was late for meeting. Our Branch Manager apologized and took care of the entire cost of the rental. Though the she did not have to pay anything for the rental, the customer still stated it wasn't good enough. As a result, our Branch Manager offered her another free weekend on Enterprise, which she accepted as good.
Upon the next rental on 12-21 we performed our standard process referred to as "CARP and Confirm" with the customer. CARP stands for "Customer Aware of Rental Process". This is a process we perform during the reservation process to eliminate any issues or customer concerns upon the actual rental date. During this process the customer confirmed prior to pickup she needed the rental and that she felt we should now pay for her hotel for her trip and all of her expenses including meals and her room for the 3 day trip. Our manager explained that when they last spoke they agreed on compensation for the rental as well as an additional weekend rental at no cost and that they were both in agreement that that was fair. He continued to explain that therefore, we would not be able to pay for her trip, including meals and hotel cost. The customer then stated that she would speak with our Branch Manager upon the pickup of the car.
On 12-21 the customer came in and our manager reminded her that he would be happy to pay for the rental due to the issues she experienced but confirmed that we could not pay for her hotel and/or other expenses. She then became loud and started using profanity, yelling at employees and threatening our Branch Manager with legal action. She was disturbing other customers and talking about her experience within the office. Our Manager politely asked her to please calm down and stop disturbing the other renters that were in the office or he would have to ask her to leave. Upon that information termed our manager discriminative and racist. As the situation was continuing to escalate our manager thought the best decision was to call the police to have her escorted off of the premises. The police then came into the office talked to the customer and we notified the police of our conversations and situation. The manager then still offered to take the customer to another rental car location which she declined. The police then asked her to leave which she did.
Our Branch Manager was very calm and patient with this customer throughout the process and handled the situation very well given the circumstance. According to our company's protocol we have decided to place this customer on the DNR (Do Not Rent) list as a result of our needing to involve law enforcement to diffuse her aggressive actions toward our customers and employees.

We attempted to call the customer, but didn’t get an answer or
voicemail. We’ve emailed the member, explaining the following:
 
The rental in question for double points happened in July- and
there was not a double points burst at that time. So he is not eligible for
double points...

on the RA.
 
His last rental did have points applied- so I am confused about
his concern with free days.
 
I had already moved him to Silver 8/18/2016- as a courtesy as he
only has 4 rentals this year. (None last year)
 
I explained all of this info and offered 500 points as a gesture
of good will- and am awaiting his response.
 
I will let you know as soon as we hear back from him.
 
Thanks, [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.

Complaint: [redacted]
I am rejecting this response because: Not all information was provided. I asked that time stamped images would showing that this "damage" was not on the car when picked up. This did not happen. I acknowledge that there was a hail storm but also stated I have images that show no damage. The area manager called on 11/28 to discuss. Said he was going to see what he could do on his end. Told me he would call back the following day to discuss what he could do. Unfortunately, he never did and it appears what I received was a courtesy call so he could "check the box" so that he could respond to this complaint. 
I do not accept this response.Enterprise will now be losing my business and that of my family. ([redacted] family in St. Louis, [redacted] Family out of NY, [redacted] Family in NJ and [redacted] Family in Denver).[redacted]

Our Area Manager reached out to the customer and agreed to refund the cost of the damage waiver.  Both parties were satisfied with this result.

Initial Business Response /* (1000, 5, 2015/10/15) */
We spoke with the customer and apologized for the mix-up. We have refunded the customer the full amount of $200.00.

We have thoroughly investigated this matter and the
problem lies with the money owed and notes shown in our system.  She was a slow pay
customer and failure to return customer.  The potential mistake or
confusion of the name does not have anything to do with the balance or money
owed...

for rentals. 
We are closing this matter on our end.

Initial Business Response /* (1000, 7, 2015/06/02) */
Contact Name and Title: [redacted] CSS CS Dept
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@ehi.com
Good Afternoon.
We have worked with Mr. [redacted] via email and believe this case to have been resolved.
We issued a refund of...

$51.80 + 2 Free Days off his next rental in the US or Canada. Mr. [redacted] has confirmed receipt of the Free Day Vouchers. I have personally reached to our offices in Costa Rica on 5/26 to confirm the refund of $51.80 was sent to Mr. [redacted]'s Credit Card.
Please confirm that the case is closed.
Final Business Response /* (4000, 16, 2015/06/18) */
Our office in Costa Rica have reached directly to Mr. [redacted] to resolve his concern. We did end up refunding him what was initially offered ($100USD). At this point, we believe from Mr. [redacted]'s statements, he is completely satisfied and this case is resolved.

Complaint: [redacted]
I am rejecting this response because: I received one voicemail from [redacted] on April 28th 2015 at 5:01PM....

Returned call on April 29th at 10:33AM. No response. Attached PDF shows refund was NOT processed and I am still waiting almost 1 month later. 
Sincerely,
[redacted]

I have never filed a complaint before.

We have explained to the customer that they are not responsible for the damage to the vehicle.  Our Group Rental Manager sent the customer an email on 3/6/17 as requested, outlining the situation.  He also offered a discount on their next rental due to the inconvenience and negative...

experience.

Final Consumer Response /* (2000, 7, 2015/08/28) */
Thank you Revdex.com, the problem has been resolved.