Enterprise Rent-A-Car of St. Louis

Our Area Manager has made multiple attempts to reach out to this customer to no avail.

Initial Business Response /* (1000, 11, 2015/06/03) */
Talked to Mr. [redacted]
He is disputing damage. I am getting contracts and following up. Understands process and is happy. Please remove
[redacted]
Area Manager
Enterprise Rent-A-Car
St. Louis, Missouri
P- [redacted]
F-...

[redacted]
C- [redacted]

Initial Business Response /* (1000, 6, 2015/06/09) */
Area Mgr. spoke with Mr. [redacted] last night and feels half of what he is saying is reasonable and makes sense. But also half of what he is saying is unreasonable. He said he will not be renting from 9R anymore but he still wants the free day...

and free double upgrade we had previously given to him. He said he went through the Revdex.com to ensure he would still be able to use that at a different location. Area Mgr. confirmed the above and set him some realistic expectations with vehicle class reserved and vehicle class driven, what our coverage covers, and additional driver fees. He wanted free upgrades each time, not to ever pay for additional drivers, and our coverage pricing and what it covers. He will rent from another branch in Columbia (94) in the future. He had a free rental day and a free double upgrade we had given him on previous rentals. I let him know we would absolutely still honor those, but he would still have to pay all the other fees just like every other customer we rent to has to pay.

Initial Business Response /* (1000, 5, 2015/09/22) */
We originally spoke with this customer on 04/10 he was under the impression that his corp rates had DW inclusive. We reached out to the ADR team that confirmed he did not. We then left multiple calls and voicemails for the customer and he did...

not respond. Eventually he responded and gave us insurance info. His insurance paid for damages less a $1000 deductible 05/29. We spoke with customer on 06/10 and explained the deductible. He said payment would be issued. No payment was received and multiple attempts were made to reach the customer again. On 6/25 he emailed that he would follow up with his finance dept for the chq but never updated us. On 08/25 with still no response we sent the file to collections and made risk management aware. The customer the responded to us via email as a result of collections reaching out to him on 09/02. As the file is currently with the collections company we have directed him to settle the file with them. The W8BEN form had never been requested prior to 09/14 and was provided to him on 09/15. If you have any additional questions please let me know.

Initial Business Response /* (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 knew. we had to repo this car...

from her.

[redacted]
Area Manager
St. Louis, MO
XXX-XXX-XXXX office
XXX-XXX-XXXX cell
XXX-XXX-XXXX fax
[redacted]@ehi.com

March 21, 2017
 
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 office. We have reviewed the concerns raised by Mr. [redacted]. Mr. [redacted]
rented a 2016 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 service. We hope that our diligent efforts to resolve and
address this matter have demonstrated our commitment to customer service.
 
Sincerely,
 
[redacted]
Risk Supervisor

Complaint: [redacted]
I am rejecting this response because:I replied to Enterprise Car Rental's phone call/e-mail.  As I said and as they confirmed, they have no record of...

me receiving any parking ticket - which they charged me for anyway five months after I supposedly received a ticket - which I did not.  So it's up to them to cancel the invalid credit card charge, or mail me a refund.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
I did not receive three phone calls, that is an over exaggerated answer from them. I received one, to where I was asked to please give a Mr. [redacted]...

L, a phone call when it was convenient to me. Since I work and cannot have lengthy personal phone calls, I am only able to call in the evening hours. I called today and left a detailed voice message for Mr. [redacted] L
Sincerely,
[redacted]

Our manager reached out to this customer and we are taking care of the amount.

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 3 of the rental contract) we will charge an admin fee for violations that we are required to manage. I apologise again for any confusion, please don't hesitate to contact us should you have further questions. Kind regards, Enterprise Customer Service, France

Our Area Manager has attempted to contact this customer by phone three times and has sent two emails and has yet to receive a response.

Mr. [redacted]'s attorney was contacted on January 12, 2018 and an offer to resolve Mr. [redacted]'s claim was extended.  We have not heard back from Mr. [redacted]'s attorney regarding the settlement offer.  A follow up call was made on January 22 with no...

response.  We will continue efforts to contact MR. [redacted]'s attorney in order to reach a resolution to this matter.

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]

For security reasons Enterprise uses FedEx
to ship sensitive material such as a check. 
However, FedEx is unable to ship to PO Boxes.  Our manager spoke with the customer and made
her aware that we will gladly reissue another check to be sent to her PO Box as
requested through the...

US Postal Service.

Per branch,This
customer has been contacted and refunded the amount for the extra day. The
customer is understanding of our mistake and will continue to do business with
us.

Initial Business Response /* (1000, 5, 2015/07/30) */
Contact Name and Title: [redacted] BSS CS Dept
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@ehi.com
Good Morning,
We've reached to Mr. [redacted] as recently as 7/22 regarding this claim. Mr. [redacted] purchased the basic Collision...

Damage Waiver package which includes a deductible. Once he arrived to the counter he purchased an additional item (Zero Excess Package).
Because Mr. [redacted] signed for and purchased the additional item, it is a valid charge and will not be refunded.
I was not privy to view Mr. [redacted]'s email confirmation sent from his 3rd party booking agency so I am not able to speak towards the details of the message.
For Mr. [redacted]'s experience and to help better our relationship with him directly, I am willing to offer Two Free Day Vouchers towards his next US/Canadian AIRPORT LOCATION Rental.
Please let me know if Mr. [redacted] accepts our offer.

Our Area Manager was working with the customer last week and I believe has already resolved her concerns.  She was given an upgrade as well as a discounted rate.  She has since rented through us again and was very happy with her experience.  After receiving notification...

of this concern out Area Manager tried to reach out to the customer again to make sure everything was resolved but we have not received a response from the customer.

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]

[redacted]
. I have processed a refund for the citation and admin fee (he
did provide valid proof that he paid the issuing agency and our agent verified
it). I tried to call im, but got his voicemail, so I left a message and sent
an email. He responded to my email right away,...

thanking me for the follow up
and for taking responsibility for the mistakes that were made. He also let me
know that his credit card has been cancelled, so I am working on issuing him a
check now.
 
I will also be sending feedback to the managers of the agents
that mishandled this situation, to hopefully avoid anything like this in the
future.
 
Thanks, [redacted]

This business has charged me for the administration fee, that also consisted of overseas fees. I would like a refund and complete explanation.