Enterprise Rent-A-Car

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I received a message from the Revdex.com about my complaint asking for a response within days. It was an oversight that I had not yet responded within the time frame. The issue has not been resolved at all: I have not yet received the refund for my rental. The office in San Diego will not speak with the office in San Francisco where the vandalism took place. No one has addressed us being told on different occasions that we are not liable for the damages. The company never responded to their own collection agency when I submitted my documents to them. We are still on the Do Not Rent list. I believe I have done more than enough to state my case. I am asking for the Revdex.com to please not close the case. Thank you,*** ***

The
customer was disputing damage on his rentalHe was charged with
the deductible, but did not authorize the chargeHe felt that the walk around
process was quick, and the employee was not willing to mark anything on the
contractI apologized and let him know
that I will be refunding the deductible
amountI also offered to set up a future rental for him and either a discount
or give him a free upgrade
*** was
extremely happy, and said he would absolutely give us another chance due to my
conflict resolution and empathy to his situation
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Purchased a VW *** on May of 2017- The sunroof started to leak in October
The dealership repaired the sunroof but is unable to confirm that there are no mold issues with the vehicleAs this was purchased brand new from the dealership and had been sitting on the lot since 2016, I feel that it is there responsibility to confirm any mold issues just as if the vehicle were flooded

I spoke to Ms*** regarding the incident and removed her from the Do Not Rent list

I
spoke to customer an agreed to comp a weekend rental up to an intermediate
size car. She is satisfied with the resolution and will inform the Revdex.com
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To Whom it May Concern, After reviewing the file, we have closed the claim on Mr*** rental car that was returned to the Columbus Airport with damage and we have also refunded his $collision deductible on his card ending in 1345. I have also left Mr*** a message
regarding this information. Please let me know if you have further questions

I spoke to customerThe customer feels that the Centerville location should have told her they were writing an accident report and pursuing for damagesI agree with the customer, however I explained that the damages were over $and these damages were not the minor damages that she was
speaking when picking up the car at North Main Street locationThe damages we are pursuing are on a different part of the carThe customer has involved her insurance agency

I
just spoke with the customer. She filed a complaint against Hyundai as
well. It looks like Hyundai will be paying a portion of this
as well, up
to $450. We're waiting on a call back from Hyundai to find out if they
already cut her a check or if they'll be paying us directly. The Service
Manager is looking into that as we speak
There
was also a error so we could not adjust the rates. However,
unfortunately the BRM just closed it and billed her at the higher amount.
I let the customer know that was incorrect, and I will be refunding her today
as soon as I hear from Hyundai exactly what amount they are paying us or the
customer
-*** ***

The customer contacted me back
via emailI informed him that we have waived the young driver fee
Thank you,
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Tell us why here

]Revdex.com:
I have reviewed
the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action
Regards,
*** ***

According to our Risk Mgr., *** ***, the person filing complaint is Renter’s boyfriendTechnically he is not a party to rental contract but Renter did tell us to deal w/ him on the claimThis went through the dispute process and our Area Mgr., *** ***, spoke to him from my officeHere
are *** ***’s notes from the dispute: *** called Renter’s boyfriend from my office*** now says car was backed against fence and could not see back bumper*** reminded him there is a flower bed between car park and driveway so ample room (4+ feet) to walk around car so it was not backed against a fence*** then tried to link damage to customer service issue*** made clear separate issues, he wants Renter to be happy w/ service so if that was issue (*** was not there and his version is different than what *** was advised by branch), *** would be willing to extend a free future day of rental to Renter, but damage is different issue completelyRenter had car several weeks and drove milesNot saying Renter caused damage, but there was a change in condition*** then made comments saying our employee was "too fat” to do proper check out*** advised *** that we train checkout religiously and he spot checks; this is why Renter was given a damage evaluation and we saw damage at returnThis is not minor damage - bumper was deformed due to severe impactRemoving bumper shows that*** tried again to connect customer service and damage issues, and *** reiterated they are not the sameRenter will be held responsible for damage as we did due diligence and checked priors, etc*** then tried to deny checkout process, but *** advised him that Renter admitted to using the damage evaluation at check out*** said he will think things over and may get legal advice and call *** back next week to discuss*** has ***’s cell#Our Damage Recovery Unit filed a claim w/ Renter’s insDamages are under her deductible, so claim was deniedRenter told DRU over a month ago she was getting a lawyer but to date, there has been no rep letterSince she refuses to pay, file was sent to collection 2/20/

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
The truck was returned because it would not go down the roadThe truck started fineI am unhappy because Enterprise left me sitting on the side of the road for hours with no help and no truckI was unaware at the time about the incorrect billingThey didn't pick up the truck for a couple of days.I had to rent a storage unit and miss days of work because they never sent help or another truck as per the contractWhen I rented the truck I specifically stated the importance of not being left sitting on the side of the road broke downI was assured that would not happen, but it didEnterprise should refund all my money for not honoring the contract
Regards,
*** ***

I bought my Volkswagen vehicle in February, My VIN number is: WVGJAX0GWXXXXXXLast month, there was a problem occurred on my car, and I have enclosed the timeline of this event to clarify below
On Feb (10:30am), I received a warning from my vehicle about the tire pressure was ab(right-rear one) At that time, the tire looked normal, but I still went to the Volkswagen store to check immediatelyAfter their check, one associate told me that everything was OK and the warning light was goneI trusted them and I believed the tire was OK
However, four days later, on the morning of Mar (Monday), my son drove the car to school, and he found the same right-rear tire was completely flat and there was no warning at allWe called for assistance, and were told that there was no obvious break on the tire, and put some air insideHe thought there should be some slow leaks on the tireThen, we drove to Volkswagen store to repairAfter their check, we had to change a ne

Customer did not understand why he should have both Enterprise's insurance and his own personalCustomer does not remember the conversation upon pick up, but he did sign for the coverage on the contractExplained the benefit of the insurance and credited the customer the amount due to the
misunderstandingThe customer was refunded in full

I
called today but not get an answer The VM is full as well I sent
an email for her to call me back
I will give another follow up call tomorrow and keep you
posted on if I hear anything
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I talked to the customer about her complaintI will be refunding her rental and speaking to *** about itShe is now completely satisfied and will return to Enterprise to rent in the future

Revdex.com:
I have reviewed the response made by
the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Dear Revdex.com,This complaint was never handled. Despite several attempts on my part to get in touch with the regional manager at Enterprise, he never returned my call.He called one time and left me a number to call. I returned the call daily for well over a week. No return call. One of the times, the receptionist confirmed that he was there, yet - he didn't take my call and never returned this.My complaint still stands!Please re-open and this does need to be made known. Enterprise has a very poor rating on Revdex.com.Thank you!best, *** ***
Regards,
*** ***

When we looked over the vehicle we were picking up, we pointed out small dents near the gas tank The employee, who did not sign the form so we do not know her name, told us they were too small and not to worry about them or mark them on the report When we returned the vehicle, we were accused by Steven of causing the dents, in addition to a scratch which was already rusted (we only had the vehicle for about days which was not enough time to rust) and another mark which could have been rubbed out It went to their dispute department After months, we received a bill for $for damages we did not incur Steven was very indignant and rude to us We have never incurred such treatment from any other rental services Steven as well as Enterprise are completely unethical and immoral

Good
morning ***,
I
spoke to this customer on Friday to apologize and let them know we are not
pursuing and refunded $deductible.
Thanks,
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Initial Business Response /* (1000, 10, 2015/07/14) */
The customer has been contacted and we let her know she is not responsible for the damageWe have also offered her a free weekend rental in addition
Based on the conversation, the customer seems very appreciative and ready to rent with
Enterprise again soon