Enterprise Rent A Car - Serving Washington

I apologize for the delay regarding this customer concernI have left the customer two seperare voice mails after receiving the complaint but haven't heard back yetI will update further once I hear back

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

I spoke with the customer and this was resolved a year ago. He said that he keeps getting emails on it. He still isn't happy that it happened, but the refund was processed last year. Is there a way to close this down, so the customer doesn't continue to get emails on it and follow
up from us? I apologized for the inconvenience
Thank you,
Jared B***
Area Manager
SeaTac

As requested by the customer, Ms***. Here are two copies of the contract with her initials and signature for the optional protection products. The first vehicle (VW Jetta) was rented in *** at 12:08PM. It was then exchanged at the *** location at 5:50PM. There is also
a note on the original contract (ending in ***) stating "Renter aware of Full Protection", indicating the request for and acknowledgement of these optional products

Claim has been dropped, due to previous renter damage foundCustomer is aware and is renting again

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

I agreed to refund Ms*** the $that she was charged on this rental and have our accounting team processing this to her credit card. Additionally, I will be following up with the Area Manager overseeing the Bellingham location to address the fact that this has not been resolved and
has been ongoing since June. Process improvement so this doesn't happen going forward is our focus

There were some charge backs and I could get the remaining balanceThis has been resolved on 7/18/
Thanks

Complaint: ***I am rejecting this response because: Enterprise has sent this matter to a collection agency (from whom I have received a letter requesting my cooperation to pay the damages), and has also informed me (via a letter) that I can no longer rent vehicles from Enterprise When I originally contacted Enterprise I asked that all communication be done with me via email (so that I could have a complete record of all communications) Now they want me to call their office to finalize this settlement I can not agree to this On their end, like many other businesses, they record phone calls for "quality assurance" However, I am not allowed to do the same, thus I will have no actual record of what was discussed
Therefore, if Enterprise sends me a written confirmation that they have ended their use of a collection agency against me, guarantee me (in writing) that this event will not appear on my credit report, and allow me to continue to do business with Enterprise (in addition to the above offer from Enterprise), I will consider this matter complete
Sincerely,*** ***

My name is Andy, I am an Area Manager with Enterprise Rent a Car in the Seattle Area. This letter is in regards to complaint number: ***. We have worked with this customer on a number of occasions in person and over the telephone. She was in a rental car of ours from 4/23/
returning on 10/28/2016. During the time that *** had the vehicle from us, she was regularly behind on her payment. In addition to that she was hard to get a hold of and numerous times kept the vehicle past the day Max that we allow, *** still owes Enterprise $for rental charges. *** also owes Enterprise $3,276.20 in reference to claim# *** for damages sustained from an accident on 6/13/where she hit another vehicle
At some point between 6/13/and 10/28/2016, *** became confused with regards to her rental bills, and how she was being charged. Nothing had changed since the beginning of her rental on 4/23/2015. She asked to set up a meeting with *** and I to discuss her rentals. We had the meeting and left thinking that she not only understood how she was being billed, but that AWe needed to make sure that she came in to rewrite her contract every days, but that we needed to keep her $ahead of her totals at all times, and that she needed to pay for the damages to the Enterprise car from her accident on 6/13/in order to stay in good standing with our company She said that she could not afford to pay for the damages to the car.
***, The Branch Manager at our Lake City Way Location, Beatrice, our Risk Manager, and myself have been in talks with *** since the complaint was brought to our attention. Every email that we send and phone call that we make, we get the same result. She refuses to discuss this with us, she yells the entire time and continues to tell us that she has filed this report and that she doesn’t want to discuss the issues with any one of us. If you have any other questions please do not hesitate to reach out to us, as our brand, reputation, and level of service to our customers, is always our top priority
Andy

I spoke with Ms*** about the potential fraudulent charges on her account. After investigating her complaint, I found that the authorization code from was the same authorization code from her rental back on March 28th. I spoke with her about the charges and she
told me that they were "pending" on her statement, but had since fallen off. I explained to her that sometimes credit card charges do not process immediately and that it varies by card carrier. Since the pending charges had fallen off, she did not need to be refunded or compensated. The issue for her was resolved

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI think they stepped up and corrected a miscommunication and that was
the right thing to do and I will do business with Enterprise again.Sincerely, *** ***

I have left a voice mail for the customer on 9/541pm with my contact number to call me back to discussI will follow up with her Monday if I don't hear back from her first

The credit card on file has been refunded for the difference. The Assistant Manager from this location, Ellie, has refunded the card and made the customer aware by VM and email that we have refunded the card

To whom it may concern,
I have spoken to *** *** regarding the miscommunication on his refund check. We left him a couple of voicemails to confirm the address that he wanted the refund check sent to. When he returned the called he actually called our corporate office instead
of the office here in Spokane so we never received confirmation of his address to send the refund check to. Our corporate office sent him a free rental day coupon and thought the issue was resolved. For all of the miscommunication I sent the customer a refund check in the amount of $and told him to keep the free rental day coupon as well. The customer was satisfied with this resolution
Thanks,
Jared S***

I have confirmed the $was refunded back on 9/to CC last digits - 8725. This amount was added to the amount we are sending to collections for your Daughter, *** ***, in the amount of $375.37. Is this balance going to be paid off?

We apologize for any miscommunication that may have occurred during the investigation of this damage claimThe standard procedure for a claim that is disputed with our claim center is to refer it back to the local management of the rental officeThe local management will contact the renter to
discuss and resolve the disputeDuring that process, the Branch Manager Stephanie S***, spoke with Ms*** and offered a reduction in the claim costAt the time, that offer was neither accepted nor rejected, and there was no communication after thatThe receipt of this notice from the Attorney General is the first notice we have received indicating that offer is rejectedWe will be closing this claim and Ms*** will not be responsible for any of that costUpon receiving this notice, the Area Manager overseeing this location, Jennifer S***, has attempted to contact Ms*** in order to notify her of this decision and further discuss the claim processAt the time of this response, she has been unsuccessful in reaching Ms***We encourage Ms*** to contact Stephanie S*** or Jennifer S*** to give them the opportunity to address the questions of the process and this claim in particularThe branch phone number is 360-714-0243, we hope to hear from her soonThank you.Michael R***Group Risk ManagerWashington/Alaska Group425-228-office*** direct*** cell425-297-fax ***OperatingGroup HeadquartersSW 7th St.Renton, WA 98057enterpriseholdings.com

I left a message for *** in regards to his claim. I notified him that I was unable to locate a rental contract under his name and that I would need him to follow up with a contract number or the name of his daughter so I can investigate his complaint

After speaking with the customer I was informed that her frustration came from two placesWe called the second phone number on the rental agreement to try and locate the vehicle, and That he credit card was overcharged
I apologized to the customer for calling the second number and informed
her that our management team was informed the car was going to be left in a treatment facility parking lot for our representatives to retrieve. After being informed this, our staff left messages on all numbers on file to locate and secure their assets. During this there seemed to be several miscommunications involving the return process, vehicle location, and follow up.
I was able to discuss charges on the rental agreement which included a small portion for the vehicle and a $9.99/day charge for Collision Damage Waiver (CDW) that she signed for. She agreed that she did sign up for the CDW but was overcharged in access of $150. We were able to contact Wells Fargo to discuss the charges and confirmed that all charges were accurate and only $94.91. All other funds were refunded and confirmed by her bank

Revdex.com:
This complaint has been resolved. Enterprise refunded my payment on the 13th of July 2016. The contract was specific that the insurance would pickup 100% of the cost. IO am including a copy for your records
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