Enterprise Rent A Car - Serving Washington

From: [redacted] Sent: Tuesday, January 24, 2017 12:30 PM
Subject: Case #[redacted]Please inform Andrew and [redacted] that I DO NOT wish to be contacted by them.  Andrew and I had an agreement over the phone and then approximately a week later he switched up on me and tried to intimidate me with [redacted] there.  They are very sleazy in their business practices and  that is why I filed with the Revdex.com and the Attorney General.  They had their chance and they blew it!

I attempted to contact her twice on 2/14/17. She has no voice mail and she did not answer. The phone just rings and rings. Please reach out to me on my cell phone at [redacted] to discuss further.

The windshield chip has been handled.  The deposit is refundable at the end of her rental period.

I spoke with Ms. [redacted] and walked through the entire rental process.  She was unaware of the charges for the coverage that Brittney had sold to her.  She also said that she didn't get a response on the formal letter that she sent to the south hill location voicing her...

frustrations.  She has always used enterprise and felt deceived by this experience.  I agreed to refund her the $566 to address the charges and let her know that I would use her experience to follow up with all parties involved.  She was happy with the resolution.

I spoke with Mr. [redacted] today and his frustration is that they only wanted to rent the car for a day. He felt that being closed on the weekend was more convenient for the company and not he as the individual consumer. He said that when he rents tools for the weekend he is charged only 1 day for 2...

days’ worth of renting. I explained the rationale behind our hours, demand, low cost pricing of cars. In the end I agreed to refund him the 1 day costs but not because of the reasons that he stated about the company, rather for customer service.

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.
After speaking with Austin on August 2, 2017 at 4:15pm he assured me that no actions to the rental would be taken because it was not my fault. I appreciate Austin listening to my concerns! This was cleared up and handled with a great level or professionalism and I am satisfied with his response in this matter.

Complaint: [redacted]
I am rejecting this response because:Right at the time I decided I was going to think about purchasing, Hanna stepped out of the room and brought John in to talk to me. John began to pressure me and ask me why I needed time to think. He then asked who I had credit with my prior vehicle, I told him. But I strictly, and repeatedly told him "please do not run my credit until I have decided". My first letter was from [redacted]. I called them to dispute it, and they told me to write a letter to dispute it. Weeks later I started to receive other creditors that they submitted applications to without my approval. They need to call all the banks and reverse this immediately. And that is final! PS: I am still working on Credit scores for the before and after, to show how low my score declined due to their actions. [redacted] was the only bank that did not accept a letter from me, stating that Enterprise needed to reach out to them. Cresent and Investors wrote back stating the same in a letter after I did reach out to them.

I spoke with [redacted] in regards to her complaint. Her frustrations came from the communication and the lack of options that were provided to her husband to remedy the protection cost.  I walked her through our documentation and made an agreement to compensate her for all of the coverage...

cost past 11/16.  We chose this date because this date was the initial date that her husband made contact with the store and was provided options with how to remove the insurance products.  At that point he would have not accrued any more cost had he come in and remove it.  She agreed to pay for 6 days and was happy with the refund of the remaining balance.

It appears that we billed the customer for services that he did not want.  I have refunded the charges and adjusted the invoice as requested and make left a message for the customer to follow up.