Enterprise Rent-A-Car

Greetings, I would like to notify you that *** sent me a check with the towing fees, dollars after
finding out I filed a complaint through you guys, thank you very much!
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 and, if it does, will consider this complaint resolved
Regards,
*** ***

Hello,
We are responding to the complaint filed We have requested that the Damage Recovery Unit (DRU) close the claim and stop pursuit of damage costs to the Customer We value our Customers and apologize for any inconvenience caused The parking garage is
dark and that is something we do not have control of, however, it is the Customer's responsibility to also walk around and check the vehicle conditions prior to renting, and initialing for conditions of the vehicle We have flashlights available for vehicle check in upon Customer request if needed as well Please forward this information to the Customer or advise if the Customer needs to be contacted on our behalf
Kind Regards,
*** ***
Enterprise Management

Good
morning ***,
I
spoke to this customer on Friday to apologize and let them know we are not
pursuing and refunded $deductible.
Thanks,
***

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

Initial Business Response /* (1000, 6, 2015/08/10) */
I spoke to the customer, discussed and resolved the issueWhen I asked him what his expectations are at this point he said he wanted us to aware of what happened and nothing more
Initial Consumer Rebuttal /* (3000, 8, 2015/08/14) */
(The
consumer indicated he/she DID NOT accept the response from the business.)
N/a
Final Business Response /* (4000, 18, 2015/09/17) */
I left a message for the customer on 9/8/at 11:am, 9/10/at 4:pm and 9/11/at 11:am on the same phone number that I had used to communicate priorAt this point I consider the matter closed unless we hear further instruction from the Revdex.com
Final Consumer Response /* (4200, 20, 2015/09/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Nothing has been done by enterprise to resolve the issue

Arial","sans-serif";">Ms*** *** came into 32Jto rent a car through a 30/day *** insurance claim.
Her car at Corona Auto Body went total loss on 8/while she
dropped car at body shop on 8/5.
8/29, insurance company notified Enterprise that last day
for rental coverage would be 8/
9/at 1152am, *** *** notified customer of last day of
rental coverage. The following week I left a message on number
on file regarding switching out of a resaleNo call back.
*** and *** both tried to call a few times the
following week due to card declining on file to keep up to date with
deposits and to remind that we need to switch out of resale
asap.
Finally, on 9/27, *** drove by address provided to
us by the renter to see if car or customer was at home so we could
relay information. When *** got to the house, person at the door said
that nobody by the name of *** *** lived there.
Customers credit card went through on 9/26- 9/27
for $1050.00. She came into 32Jfollowing morning 9/and returned the rental car with a
letter stating we charged her in fraud
Upon explaining to her that we have been trying to get ahold of
her for weeks, she stated that we didn't. She said that she had an
agreement with *** that we never should have charged her and I explained
to her that they may be reimbursing her in that case if she had an agreement
verbally that they would pay a month over her policy max. She demanded
her money back and I explained to her that if she could provide another form of
payment I would be happy to. She said that she called in and could have
gotten a monthly rate for 400.00/month through aaa that I never saw a record of.
She stated that she spoke to someone at branch to arrange this and whoever she
spoke to (didn't know name) said don't worry about it, you don't have to come
in. I am not sure at what stage she claimed she called into the branch as
we were having trouble reaching her too.
Again, I told
*** I would be happy to refund that card with either payment from ***,
or on a different card. She closed out still owing us $96.00.
Thanks,
*** *** ***
***
*** *** ***
***
*** ***
*** ** *** ***
*** *** ***
***

I have spoken to the customer and after investigating her issues and speaking to her I have identified the problem. The customer and I agreed that I would follow up with my employees the created the issue to help prevent future issuesAs well I am refunding her for the cost of all charges
on her credit card and an additional $

I called her yesterday and
left a messageI’ll call her back again todayJazmin spoke to her and
refunded her the moneyBut I wanted to speak to her as well.
Ali
***
Regional Administrative
Assistant
949-373-direct
949-373-Office
714-784-fax
***
Region E
*** *** ***
*** *** ** ***
Tell us why here

Initial Business Response /* (1000, 5, 2016/05/05) */
From: P***, Andrew J (***) (redacted)
Sent: Thursday, May 05, 2:PM
To: '***@greensboro.Revdex.com.org'
Cc: ***, ***
Subject: Case ***: *** ***
Mr***:
We received notification of Case *** for
customer *** ***Unfortunately I am unable to pull up any information using that customer's nameIs there any way we can get additional information on this transaction (ex: Rental Agreement number, location, date of transaction etc)?
Thank you for your help
Andrew JP***
Controller - ***

Spoke with customer and
processed $refundApologized to customer and they are now happyLet me
know if you need anything else from me
Regards,
*** ***
Area Rental Manager
Kearny Mesa/Miramar

I apologize for the lack of communication and service levels from our team at North Main Street. Your business is very important to us. I would like to offer you a FREE weekend rental up to a Full size car. I can send this information through email if this works? Please respond
with customer's email address and I will personally issue the free weekend rental and email the customer directly. Thank you!

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 and, if it does, will consider this complaint resolved
Regards,
*** ***

We have addressed the issue with the customer and took care of a rental on us for his dissatisfactionCustomer was pleased with the resolution and how we made rightHe will be removing this claim after his rental experience is completed

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
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***

Spoke with renter and handled
the complaintAlready emailed the DRU to close the file
*** ***
*** *** ***
*** ***
*** ***
*** ***
*** ***

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 and, if it does, will consider this complaint resolved
Regards,
*** ***

Left a message for Mr***. The full refund check is being overnighted to him tomorrow. Also, we will not be pursuing him for collections at a later date

I have reached out to Mr
*** twice nowI will try again today and let you know when I have
resolution
*** ***
*** *** ***
*** ***
*** ***
*** *** ***
*** ***
*** ***
*** m
Tell us why here

This email is a follow up to our conversation regarding complaint 1*** I have refunded the entire amount of the customers purchase of $I wasn't able to contact the customer with the number we had on file because there wasn't a voicemail I hope
I have satisfied the request and will try and follow up with the customer at a later date

We have reviewed the complaint
details and are willing to compromise with our renter out of concern for
customer service and transparency of the claim process
In
regards to her contention we provided "fraudulent" information to her
insurance company, there appears to be miscommunication
and
misunderstanding. In October, her insurance contacted us and requested we
initiate an investigation regarding the damage, as their policyholder told them
she disputed causing the damageWe informed Progressive on October 10th
via email that we previously completed this investigation on their policyholder’s
request:
*** *** *** *
*** *** *** *** *** *** **
*** ***
*** *** ***
Hello,
Per our recent conversationOur company will be pursing for damages based on
our recent searched for previous damageThere was no damage previously found
MrsLightell had also had a previous dispute claim that we took care ofIf
any other information is needed feel free to contact me at any time
Thank You,
*** ***
*** *** *** *** ***
I believe
the wording of the email led her or her insurance to believe she had a
*different* claim that was disputed.
That is not the caseSimply put,
the dispute the insurance company put forth was resolved priorWe apologize
that was not made clear in the correspondence
For her
concern about the “fees” and other losses she is being charged with above and
beyond what her insurance policy covered, we are willing to settle with her
for only the amount of her insurance deductible ($500.00). The other losses we experienced (Loss of Use,
Diminished Value, Administration Fees) we will waive for her, provided she
submit payment timely and completely
Please
forward on to our customer and invite her to reach back out to us at the same contact
numbers she previously had, and we can coordinate satisfaction of this
outstanding claim