Our Area Manager talked to customer and here is the summary: Ticket [redacted] sees correct posting: $ also sees hold: $(needs to drop off) Ticket [redacted] sees correct posting: $ also sees hold: $(needs to drop off) also sees hold: $(needs to drop off) Steps we've taken to help hold off off because [redacted] is telling us to "cancel the holds" (the only way we know how to do that is close our ticket and wait for holds to fall off) -Branch and cst have 3-way called [redacted] to try to solution find - [redacted] said we need to "cancel the holds" -cst has gone up the chain at [redacted] to see if there is an alternative -We called [redacted] but they stated there is no "form" or written documentation that we can produce/provide to help the holds falls off (or get pushed back to cst) Cst states at this point she is more frustrated with *** They said holds would fall off in days and this type of hold is "typical" for hotel, restaurants, and rental car companies cst says first hold should fall off around the 5th and the second two around the 14th and she would wait it out Our Area Manager offered to call [redacted] but she basically said not to waste my time She has our Area Manager's information if she needs us further or if she doesn't see the holds fall off in an appropriate timeframe We will be closing this concern on our end
Per branch,This customer has been contacted and refunded the amount for the extra dayThe customer is understanding of our mistake and will continue to do business with us
Complaint: [redacted] I am rejecting this response because: I did not receive three phone calls, that is an over exaggerated answer from themI received one, to where I was asked to please give a Mr*** L, a phone call when it was convenient to meSince I work and cannot have lengthy personal phone calls, I am only able to call in the evening hoursI called today and left a detailed voice message for Mr [redacted] L Sincerely, [redacted] **
Initial Business Response / [redacted] (1000, 11, 2016/01/08) */ Our Area Manager apologized to the customer directlyHe has also refunded the full amount of $for the cost of protectionCustomer is now satisfied Initial Consumer Rebuttal / [redacted] (2000, 13, 2016/01/08) */ (The consumer indicated he/she ACCEPTED the response from the business.)
Hi [redacted] , [redacted] attempted to contact the customer to review the Plus Your Points Promotion with her, however she didn’t answer and didn’t have VM set up She then followed up via email (see below)We will let you know what we hear back Thanks, *** Ms [redacted] I am in possession of your concern regarding the Plus Your Points program that ended 7/31/The following points were awarded to your account: points for registration on 6/14/ points for Twitter on 6/14/ points for Virtual Credentials on 6/16/ Rental agreement [redacted] was awarded the double points bonus in the amount of points Rental agreement [redacted] was awarded the double points bonus of points Rental agreement [redacted] was awarded the Mobile App reservation bonus of points I see that you felt that rental agreement [redacted] should have gained the points for an airport rentalThe system did not award those points, as the reservation was set 6/13/and your registration was not complete until 6/14/I went ahead and added that bonus to your account All of these bonuses add up to bonus points I was not able to leave a voicemail for you today, so I wanted to make sure you had all of this information Please let me know if I can be of any further assistance***
[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 emailHe responded to my email right away, thanking me for the follow up and for taking responsibility for the mistakes that were madeHe 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, ***
Complaint: [redacted] I am rejecting this response because: Not all information was providedI asked that time stamped images would showing that this "damage" was not on the car when picked upThis did not happenI acknowledge that there was a hail storm but also stated I have images that show no damageThe area manager called on 11/to discussSaid he was going to see what he could do on his endTold me he would call back the following day to discuss what he could doUnfortunately, 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 StLouis, [redacted] Family out of NY, [redacted] Family in NJ and [redacted] Family in Denver)[redacted]
Initial Business Response / [redacted] (1000, 5, 2015/10/28) */ Spoke with customer and he was extremely upset and was positive that we are scam artistsI apologized for the charge and I will follow up with the employee that handled his returnHe 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 fullHe 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 moneyI remained calm and stated that his statement was untrue and not how we do businessHe started cursing and saying that I keep lying to him over the phoneI calmly told him that I do not appreciate him questioning my integrityHe kept going on and cursingI 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 read the customer's concern and talked to him about it today (3/31) As he stated he dropped our rental off at a body shop on a Friday when his personal car was complete Upon picking up the rental car the following Monday, we noticed the damage and contacted the customer who questioned the damage Without camera information at the body shop, we followed our company protocol in an effort to determine if there was pre-existing damage We were able to conclude that there was not any damage notated from previous renters I communicated this information to the customer He expressed concern that he was not told he would be responsible for the car until Enterprise picked up the vehicle and I apologized for the branch not being clearOur Area Manager told the customer in efforts to take care of him from a customer service perspective we would take care of his half of the repair costs (the body shop paid us the other half already.) His cost that he paid our Damage Recovery Unit was $ Our resolution was to send him a refund check for the amount he paid He was appreciative and thanked our Area Manager for the follow up The customer has her personal cell phone for further questions
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/as requested, outlining the situation He also offered a discount on their next rental due to the inconvenience and negative experience
On 10/07/2016, Our, Area Manager, reviewed the complaint from the customer Enterprise has sent a refund check to him on 9/for the full amount that was taken from his account Our Area Manager was unable to reach the customer by phone so she sent him an email on 10/letting the customer know his refund check is on the way
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 weeksI'd asked to receive contact from a senior member of the team at Enterprise Sincerely, [redacted] ***
Please excuse the delayThe initial message went into Spam.I've alerted our office over Norway/SwedenThey are currently reviewing the case and will forward their response to meOnce had I will update this case.Have a great rest of your day and thank you so much for your patience
Initial Business Response / [redacted] (1000, 5, 2015/08/07) */ Spoke with [redacted] in regards to the rental in questionsOur branch failed to follow our deposit requirements with the renter putting her behind in amount dueThey also failed to communicate and listen to issues regarding a vehicle issueThe area manager did not properly train nor communicate to the branch mangaer nor the customer and ultimately did not uphold our company's founding values I have refunded the balance owed to this customer and also communicated that the branch manager apologize to the customer for the lack of service and issues here within
Initial Business Response / [redacted] (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 listedthis reservation was a one way rental that was booked for first thing that morning and we didn't have a vehicle to fulfill itthe 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
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 damagesAfter receiving this information, I received another letter from the company stating I owed them for the hail damage againIt was the same as the first letter, from the same place Sincerely, [redacted] ***
Our Area Manager first reached out to the customer and left a message on 8/at 9:55am A second attempt was made on 8/at 5:20pm The customer answered and when she told him who she was the customer hung up Thinking it was an accidental disconnection our manager called back two more times and the customer forwarded her call directly to voicemail We will be closing this concern on our end
Customer was refunded
Final Consumer Response / [redacted] (2000, 7, 2015/08/28) */ Thank you Revdex.com, the problem has been resolved
Our Area Manager talked to customer and here is the summary: Ticket [redacted] sees correct posting: $ also sees hold: $(needs to drop off) Ticket [redacted] sees correct posting: $ also sees hold: $(needs to drop off) also sees hold: $(needs to drop off) Steps we've taken to help hold off off because [redacted] is telling us to "cancel the holds" (the only way we know how to do that is close our ticket and wait for holds to fall off) -Branch and cst have 3-way called [redacted] to try to solution find - [redacted] said we need to "cancel the holds" -cst has gone up the chain at [redacted] to see if there is an alternative -We called [redacted] but they stated there is no "form" or written documentation that we can produce/provide to help the holds falls off (or get pushed back to cst) Cst states at this point she is more frustrated with *** They said holds would fall off in days and this type of hold is "typical" for hotel, restaurants, and rental car companies cst says first hold should fall off around the 5th and the second two around the 14th and she would wait it out Our Area Manager offered to call [redacted] but she basically said not to waste my time She has our Area Manager's information if she needs us further or if she doesn't see the holds fall off in an appropriate timeframe We will be closing this concern on our end
Per branch,This customer has been contacted and refunded the amount for the extra dayThe customer is understanding of our mistake and will continue to do business with us
Our manager reached out to this customer and we are taking care of the amount
Complaint: [redacted] I am rejecting this response because: I did not receive three phone calls, that is an over exaggerated answer from themI received one, to where I was asked to please give a Mr*** L, a phone call when it was convenient to meSince I work and cannot have lengthy personal phone calls, I am only able to call in the evening hoursI called today and left a detailed voice message for Mr [redacted] L Sincerely, [redacted] **
Initial Business Response / [redacted] (1000, 11, 2016/01/08) */ Our Area Manager apologized to the customer directlyHe has also refunded the full amount of $for the cost of protectionCustomer is now satisfied Initial Consumer Rebuttal / [redacted] (2000, 13, 2016/01/08) */ (The consumer indicated he/she ACCEPTED the response from the business.)
Hi [redacted] , [redacted] attempted to contact the customer to review the Plus Your Points Promotion with her, however she didn’t answer and didn’t have VM set up She then followed up via email (see below)We will let you know what we hear back Thanks, *** Ms [redacted] I am in possession of your concern regarding the Plus Your Points program that ended 7/31/The following points were awarded to your account: points for registration on 6/14/ points for Twitter on 6/14/ points for Virtual Credentials on 6/16/ Rental agreement [redacted] was awarded the double points bonus in the amount of points Rental agreement [redacted] was awarded the double points bonus of points Rental agreement [redacted] was awarded the Mobile App reservation bonus of points I see that you felt that rental agreement [redacted] should have gained the points for an airport rentalThe system did not award those points, as the reservation was set 6/13/and your registration was not complete until 6/14/I went ahead and added that bonus to your account All of these bonuses add up to bonus points I was not able to leave a voicemail for you today, so I wanted to make sure you had all of this information Please let me know if I can be of any further assistance***
[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 emailHe responded to my email right away, thanking me for the follow up and for taking responsibility for the mistakes that were madeHe 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, ***
Complaint: [redacted] I am rejecting this response because: Not all information was providedI asked that time stamped images would showing that this "damage" was not on the car when picked upThis did not happenI acknowledge that there was a hail storm but also stated I have images that show no damageThe area manager called on 11/to discussSaid he was going to see what he could do on his endTold me he would call back the following day to discuss what he could doUnfortunately, 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 StLouis, [redacted] Family out of NY, [redacted] Family in NJ and [redacted] Family in Denver)[redacted]
Initial Business Response / [redacted] (1000, 5, 2015/10/28) */ Spoke with customer and he was extremely upset and was positive that we are scam artistsI apologized for the charge and I will follow up with the employee that handled his returnHe 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 fullHe 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 moneyI remained calm and stated that his statement was untrue and not how we do businessHe started cursing and saying that I keep lying to him over the phoneI calmly told him that I do not appreciate him questioning my integrityHe kept going on and cursingI 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 read the customer's concern and talked to him about it today (3/31) As he stated he dropped our rental off at a body shop on a Friday when his personal car was complete Upon picking up the rental car the following Monday, we noticed the damage and contacted the customer who questioned the damage Without camera information at the body shop, we followed our company protocol in an effort to determine if there was pre-existing damage We were able to conclude that there was not any damage notated from previous renters I communicated this information to the customer He expressed concern that he was not told he would be responsible for the car until Enterprise picked up the vehicle and I apologized for the branch not being clearOur Area Manager told the customer in efforts to take care of him from a customer service perspective we would take care of his half of the repair costs (the body shop paid us the other half already.) His cost that he paid our Damage Recovery Unit was $ Our resolution was to send him a refund check for the amount he paid He was appreciative and thanked our Area Manager for the follow up The customer has her personal cell phone for further questions
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/as requested, outlining the situation He also offered a discount on their next rental due to the inconvenience and negative experience
On 10/07/2016, Our, Area Manager, reviewed the complaint from the customer Enterprise has sent a refund check to him on 9/for the full amount that was taken from his account Our Area Manager was unable to reach the customer by phone so she sent him an email on 10/letting the customer know his refund check is on the way
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 weeksI'd asked to receive contact from a senior member of the team at Enterprise Sincerely, [redacted] ***
Please excuse the delayThe initial message went into Spam.I've alerted our office over Norway/SwedenThey are currently reviewing the case and will forward their response to meOnce had I will update this case.Have a great rest of your day and thank you so much for your patience
Initial Business Response / [redacted] (1000, 5, 2015/08/07) */ Spoke with [redacted] in regards to the rental in questionsOur branch failed to follow our deposit requirements with the renter putting her behind in amount dueThey also failed to communicate and listen to issues regarding a vehicle issueThe area manager did not properly train nor communicate to the branch mangaer nor the customer and ultimately did not uphold our company's founding values I have refunded the balance owed to this customer and also communicated that the branch manager apologize to the customer for the lack of service and issues here within
Initial Business Response / [redacted] (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 listedthis reservation was a one way rental that was booked for first thing that morning and we didn't have a vehicle to fulfill itthe 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
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 damagesAfter receiving this information, I received another letter from the company stating I owed them for the hail damage againIt was the same as the first letter, from the same place Sincerely, [redacted] ***
Our Area Manager first reached out to the customer and left a message on 8/at 9:55am A second attempt was made on 8/at 5:20pm The customer answered and when she told him who she was the customer hung up Thinking it was an accidental disconnection our manager called back two more times and the customer forwarded her call directly to voicemail We will be closing this concern on our end