Enterprise Rent-A-Car - Servicing Oregon

The situation was unfortunate as the vehicle Ms [redacted] was interested in purchasing was unique and we are not able to duplicate the product for herIf possible we would have provided her with a duplicate vehicle to consider for purchase - the vehicle was sold to another customer in between the time Ms [redacted] test drove it and made the final decision to purchase itThe location where she was shopping made an attempt to retrieve the vehicle for her only to discover that another customer had already purchased itMs [redacted] has requested her personal information be sent to her and we are complying with her request

I spoke to Mr [redacted] on FridayI apologized about the poor service and applied a credit of $He was very happy with the quick response and the resolutionThank you,Aleks

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 meSincerely, [redacted]

We left two voicemails for the customer to attempt resolutionI have now issued the requested refund of two days of rental to the credit card used on most recent rental per Ms [redacted] request and have mailed her a letter of apology for the incorrect listing on our "Do Not Rent" listI have confirmed she is not listed on that list any longer and outlined that in the letter I sent her

We sent in a response on July 6th.....it said: Message sent to Revdex.com on July 6, 2015: We are trying to add further communication notes to this record and it is not allowing us to do this Please add: “Citations has refunded Customer’s money and resolved on their endI have called Customer times and have not heard back According to his mom he works strange hours and sometimes gets off really late which may be why he hasn’t called me back At this time, I am waiting for a response to my phone messages.” Jay A [redacted] – ARM – July 5, Thank you, Cathy

Our GRM, Angel B***, gave Ms [redacted] a call and discussed her recent rental Customer had several issues including the service received from the manager at this branch We are reimbursing Ms [redacted] for the tow charge in the amount of $and also sending a rental voucher in the amount of $for Ms [redacted] to give Enterprise the opportunity to show that the service she received recently was an exception, not the rule Ms [redacted] was satisfied with this resolution and was appreciative of the phone call

Complaint: [redacted] I am rejecting this response because:I have the email response from MrA [redacted] stating that he had received the information he requested from me on 6/26.aid parking ticket informationmessages [redacted] gmail.com>Fri, Jun 26, at 8:PMTo: [redacted] @erac.comCc: [redacted] < [redacted] @gmail.com>Hello Jay,Attached is the information that you requested Thank you [redacted] **IMG_ [redacted] pdf554K [redacted] < [redacted] @gmail.com>Fri, Jun 26, at 8:PMTo: [redacted] @***.comCc: [redacted] < [redacted] @gmail.com>[Quoted text hidden]attachmentsIMG_ [redacted] pdf555K IMG_ [redacted] .pdf297K IMG_ [redacted] pdf664K A***, Jay < [redacted] @ehi.com>Fri, Jun 26, at 8:PMTo: [redacted] < [redacted] @gmail.com>Thank you ***, I will get working on this for youI will get back to you next as we discussedHave a great weekend!Jay A***Area ManagerEnterprise Rent a Car [redacted] On Jun 26, 2015, at 8:PM, [redacted] < [redacted] @gmail.com> wrote:On Fri, Jun 26, at 8:PM, [redacted] < [redacted] @gmail.com> wrote:Hello Jay,Attached is the information that you requested.Thank you [redacted] **

Complaint: [redacted] I am rejecting this response because: It was raining hard and didn't see it till I had come back down once stopped raining and they did a quick walk through..I didn't make this mark

Complaint: [redacted] I am rejecting this response because: I received an email from the merchant this past Monday and I tried to get a hold of them immediately; I was only able to get through to a voice mail systemI left a message but no response yetHowever, I am actually escalating my claim, if that is at all possible! I just found out this past Monday that the merchant went ahead and filed a claim with my insurance company, after they found out about my Revdex.com complaintI had spoken to my insurance company, ***, prior to my Revdex.com complaint and they are the ones that recommended that I dispute the validity of the damageThe merchant went behind my back and somehow initiated a claim on my insurance, without my knowledge, before this issue was settled; then sent me a letter about itThe letter was received this past Monday as well I feel this action by the merchant was sneaky, deceptive, and shadyIt seems to show exactly what I am dealing with.Sincerely, [redacted]

Mr [redacted] rented a vehicle with us on 3/in the morningWe provided him with an SUVDuring the rental inspection, the Assistant Manager of the branch conducted an inspection of the vehicle with Mr***As part of this process, because it was raining, the vehicle was parked under a covered areaMr [redacted] after inspecting the vehicle agreed and signed that there was no damage present on the SUVAt the time of return Mr [redacted] returned the vehicle with a visible, dime size in the driver view of the windshieldMr [redacted] upon return claimed that this damage was pre-existing even though he inspected the vehicle with the Assistant ManagerThe damage, because of the location of impact is immediately visible once a driver seats down behind the wheelIf the damage was present, Mr [redacted] would've seen it immediately even prior to leaving our lot which would've given him the opportunity to return the vehicle and exchange itAs Mr [redacted] and I couldn't come to a resolution, I advised Mr [redacted] to reach out to his insurance provider to help with this resolutionThank you,

We are refunding her $526 per Customer's request. Dave W***, Area Manager, January 20,

Mrs*** has been elusive and failed to follow through on her word several times to come in and update her file to remain current on chargesShe kept the car for days longer than her initial reservation and failed to update her payment after the initial authorization Car has finally been returned in good condition but still has a significant outstanding balanceWe have honored the rate adjustment that she had asked for in her initial complaint but we have had no additional contact with her since returning the car. Area Manager

Resolved
8/
He
was really happy to get a callHis note says what happenedHe rents
pretty often. One employee told him that he needed to come in to branch to sign off on coverage charges but another employee said he didn't have to and that they would remove
itThey
didn't
We are refunding
coverage charges and having appropriate conversations with employee. This has been resolved

We do not show that the renter of the vehicle is named *** *** Therefore, we cannot discuss the renters name However, consumer was permitted to use a $coupon when renting the vehicle Typically one can only use one coupon at a time The manager made an
exception and allowed the use of $as coupons This left a balance owing of $

Both our Area Manager and Group out of Seattle (where Customer is currently renting) have tried to contact Customer via email and phone several times. Customer has not responded. We were hoping to reach her and resolve but she is not calling or emailing us back. We will update
as soon as we hear from her.

We have made multiple attempts to give a resolution to Ms*** via phone on (7/20, 7/25, 8/1, 8/2, 8/8, 8/11) and email (7/& 7/25)however have not received a direct responseI was able to contact a man on the home phone number listed however he did not give me his nameHe said that he does know her, but does not have a better number to reach Ms*** or an email address that would reach herIn my voicemails and emails to Ms*** I informed her that the claim has been resolved by *** and that we do not require anything further from her

“We gave Customer a ride back to the body shop but we did not bring the damage to her attention at time of cheand before we gave her a ride. Due to this we will not be holding *** *** responsible for the damage. We have tried to relay this to her via phone call on August
3rd @ 11:30am and August 5th @ 2:00pm but unfortunately she has not answered. We did also try to follow up with an email but have yet to hear back” Alex S***,

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

*** ***, I apologize about the circumstances during your rental. I appreciated you brining your concerns to us when we discussed earlier. I have done research on the vehicle and regretfully there was no prior damage or claims made to this vehicle that would have caused the
bumper to malfunction. We have not heard any issues from the manufacturer as well that will cause a bumper to fly off as you stated your Son said when he was driving the vehicle. The agreement that we have agreed if there was a change in condition to the car from the time you rented then it would be your responsibility. This is why we came to the decision to have our damage recover unit continue with the claim and we wont refund your $deductible. I apologize again about the experience

Please accept this correspondence as our response to the complaint filed by the customerThe customer rented a Subaru Impreza from EAN Holdings LLC’s, (“Enterprise”) West Downtown Portland rental location in Portland, OR on March 4th, This office handles damage recoveries for Enterprise
rental vehiclesAt the time of rental an inspection was completed in the presence of the customer and the vehicle was determined to be rented with no existing damageThis was confirmed by the customer by his initialing no damage on the face of the rental agreementThe customer informed the rental branch that on March 9th, 2015, he was driving through a garage and hit both sides of the rental vehicleAt that time a damage report was initiatedAn independent estimate was completedDamages to the rental vehicle were assessed at $3,Pursuant to section of the rental agreement executed by the customer, he accepted “responsibility for damage to, loss or theft of, Vehicle, Optional Accessories or any part or accessory occurring during the Rental Period regardless of fault or negligence of Renter or any other person or act of God ”Based on the rental agreement signed by the customer he would be responsible for any change in condition to the rental vehicleOn June 12th, 2015, the customer called Enterprise requesting to pay the amount owed in installmentsAt that time the customer and Enterprise agreed to a monthly payment schedule, and additionally Enterprise agreed to reduce the total owed was from $3,to $2,Per the customer’s complaint, he wishes to settle the remaining balance of the claim in exchange for payment of $As Enterprise has already waived $of the damage amount, we are unable to accept the proposed settlement and request that the balance of $be paid in fullThe customer has been put on notice of suchThank you for your consideration in this matterPlease contact the undersigned should you have any additional questions