Enterprise Rent-A-Car of St. Louis

Our Area Rental Manager spoke to this customer and
resolved his concerns by refunding the $54.88 that the customer requested.
 An apology and explanation was provided in regards to the customer
service reps that spoke to the customer about his concerns.  The
customer’s original...

price quote was to return to Springfield, MO but he
returned to Springfield, IL.   Our pricing for one-way rentals varies
based on the locations the vehicle is being picked up and dropped off at. 
Factors such as supply and demand, the competitive rate environment, and
distance are all things that impact our pricing.  For customer service
reasons, the difference was refunded and the customer now understands why the
price was different.  The customer agreed that the issue is resolved and
thanked us for the follow up.

Initial Business Response /* (1000, 5, 2015/08/24) */
Enterprise has attempted to contact the customer via phone 2x's to talk about and resolve the situation, with no response.

Initial Business Response /* (1000, 7, 2015/11/10) */
I can confirm this has now been resolved to Mr [redacted]'s satisfaction. We were unable to locate the item of clothing and have issued him with a cheque for the value of $79.99 as requested.
If you would like more information or I can help with...

anything else please contact me directly.
Kind Regards
[redacted]
[redacted]
Area Manager - North of Scotland
Initial Consumer Rebuttal /* (2000, 9, 2015/11/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Unacceptable it took 3 months to resolve this issue but will accept the payment sent.

Our Area Manager spoke with this customer twice on 9/22/16. She is claiming fraud from
2010. Per our company policy, our Area Manager informed her that she would need to contact the police, and then we
would work directly with them and provide them any private information.

After looking into this matter and speaking with the body shop it was determined that the body shop would in fact pay for this rental.  The $50 deposit was refunded upon the return of the vehicle.  We refunded the total of $265 for the cost of the rental on 8/12 when we received this...

customer's complaint.  We have reached out to the customer multiple times to tell her that this has been refunded but we have not been able to reach her.  The customer's voicemail is also not available.

Initial Business Response /* (1000, 7, 2015/07/01) */
We waived the customer of the responsibility of the charge. This is Resolved
Initial Consumer Rebuttal /* (1500, 8, 2015/07/01) */
Final Consumer Response /* (2000, 12, 2015/07/01) */
This issue has been resolved. After several weeks...

of trying, someone from the company finally contacted me and we resolved the issue.

We have decided to waive this claim. It has been closed and the customer will not be held responsible for damages.

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.
Thank you again for taking the time to review my situation!  I have spoken to [redacted] the General Manager of the St. Charles Locations.  Our conversation was exceptional!  She addressed my concerns, apologized and offered a refund for the damage waiver!  The main reason for my complaint is so that it does not happen to anyone else and maybe it has not.  I can say I have learned from this situation and greatly appreciate the excellent service from [redacted].  I understand [redacted] is a good employee, he maintained a professional tone and he is a Manager for a reason.  I just feel he could have appropriately communicated damage waiver, as I could have also handled the call properly.  I will make sure I thoroughly review my documents before I agree to the pricing.  I appreciate your time! Sincerely,[redacted]

Complaint: [redacted]
I am rejecting this response because:
The company called me and told me this was a mistake and that I did not owe anything for damages. After receiving this information, I received another letter from the company stating I owed them for the hail damage again. It was the same as the first letter, from the same place.
Sincerely,
[redacted]

Initial Business Response /* (1000, 7, 2015/04/27) */
Spoke with Ms. [redacted] again and told her that based on the information, we are going to stick to this decision to not rent to her. She did not like an answer and we talked for several minutes(30) and I listened. I kept explaining that this is...

the decision that we made as a company and we will be sticking to it.
[redacted]
Airport Manager