Enterprise Rent-A-Car

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

Good morning ***, I received the Revdex.com complaint for Mr*** regarding a billing issue this morningMr*** was only charged $67.83, not $I have resent him his invoice via email and hopefully that will clear up any misunderstandingPlease let me know if there is anything else I can help you or Mr*** withThank you,

We have contacted the customer to address the concernAt this time, we are awaiting a call from the customerThe deductible previously collected has now been refunded, and the customer is no longer being pursued for the damages related to this concern

I spoke to *** and refunded her the charges for her rental for the two daysAs well I refunded the difference for what should have been charged to her company's credit cardEverything is resolved moving forwardThanks for the opportunity to solve the issue

The customer was accommodated at HesperiaWe resolved the
accident report issue and will be extending the rental for additional
days. The resolution was acceptable to the customer

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
cons states issue has been resolved.ood morning Revdex.com Representative,It was my understanding that my case, #***, was resolvedAccording to the ***/Enterprise representative I spoke with, the employee wasn't well trained, they viewed the photos and didn't understand why I had been pursued for payment, and I would be provided coupons for use as a way to gain back my trustHowever, when I was trying to evacuate Myrtle Beach, SC on Friday, September 8th, prior to the anticipated Category Hurricane Irma, I made a reservation (without any coupons because they never arrived) and upon my arrival to pick up the vehicle, I was told, "I cant rent a vehicle to you." It appears that I am now on the "DO NOT RENT" list for ***, Enterprise, and *** Car Rental! Obviously, all flights were taken, Amtrak had cancelled services from FL travelling north, and *** Bus Services were fully booked. I'm more than willing to never spend my hard earned money at ***, Enterprise, and *** but unless they would like for me to place them on my "DO NOT USE" list which is also my social media page, they need to remove me from this list as I've done nothing wrong, illegal, or unethical while using their car rental services. Please advise,***

***, I spoke with *** this afternoon (I called last week, but didn’t hear back). She was very appreciative of my call. She will not be pursued for the claim below. *** saved my personal info for her next rental need. Thank you and have a great day!
*** *** Area Rental Manager *** ***
***
Holt Blvd Montclair, CA enterpriseholdings.com Tell us why here

I have talked to the customer and attempted to get on a three way call with *** to have them help explain the situation that has happened. Since
getting a hold of *** and getting times for a conference call he has not called me back after I have left several messages
*** ***
Regional Rental Manager San Diego 32FF
626-483-7817cell 858-875-6464fax
***.***@erac.com
Marindustry DrSan Diego, CA USA

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 - ***

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 am waiting to see this
reflected on my statement and when it does, I will consider this complaint resolved
Regards,
*** ***

I couldn’t find her in our
collections account, however I did send a request to Transworld to remove the
balance and correct her credit reportingI’ll let you know what their response
is
Thanks,
*** ***
*** ***
*** ***
***
*** ***
***
*** *** ** **
*** **
***

To Whom it May Concern:Please be advised the our company has investigated Mr***'s complaint and we have determined that there is reasonable evidence that the damage for which he was charged may have been pre-existing. Therefore, we will be refunding all payments that have been made by
him. As always, our company is committed to ensuring that we reach a fair and amicable agreement with our customers when damage is disputed. Therefore, we would like to thank you for bringing this matter to our attention so that we could work to resolve the customer's concerns. If you have any additional questions regarding this matter, please feel free to contact me at 513-*** Sincerely,*** ***Risk Manager

Good Morning ***,
"Cambria","serif";">I just spoke with
Mr*** and sincerely apologized for not providing him with a resolution to
this point. I processed the full refund of $back onto his credit
card and explained the process for the refund. He was very happy with the
quick resolution and said that it was sufficient to clear the complaint
with the Revdex.com. I am at and have spoken with *** about his conflict
resolution and timeliness of his response. Please let me know if there is
anything else I can do to assist with the process.
Thank you
*** ***
*** *** ***
*** *** * *** * *** * *** ***
*** ***
*** ***
***

ResolvedRefunded customer and cleared the confusion
Customer will update Revdex.com on our resolution
*** **
Area Rental Manager
Downtown Los Angeles Area
*** ***
***
*** *** *** *** ***
*** ** *** ***
*** ***
Los Angeles, CA

***Walnut StRogers, AR Location***They are a company filled with gimmicks! They charged me nearly double what they had quoted on the phoneBob Maloney Collision is also at fault for not telling them exactly what was going on like they "said they would"Do not trust a word they say unless it is in writing and is signed by that salesperson! The lady I worked with was a total crook at the endI was most unsatisfiedEnough so that I wrote this review to warn everyone!

I am rejecting this response because it fails to even remotely discuss my complaintWhy was not a forwarding telephone number given for the correct responsible
Enterprise Cal Rental Company at the Palm Springs International Airport? Now it appears ENTERPRISE RENT-A-CAR COMPANY is in covmode

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
Revdex.com:I the wife spoke to *** from Customer Service Enterprise in detail and she assured me I wouldn't need to pay the500.00and that the would be sent back to the insurance companyI don't know who the man is that said he is waiting for *** to call himOnly a *** has calledThey continue to play their game.Mrs***

We apologize for any inconvenience this has caused Ms***. Upon further review of the claim we have closed the claim and all claims processes will cease. Thanks for bringing this concern to our attention

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
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.
Regards,
*** ***

To Whom it May Concern:After careful consideration, we have decided that we will no longer pursue the customer for this claim. The customer returned the vehicle on December 16th but there was a delay in the claim being keyed by our rental branch. Since there has been no valid reason
provided for this delay, we will not be pursuing this claim any further. Sincerely, Cameron B***Risk Manager