Enterprise Rent-A-Car

Spoke with customer this
afternoonApologized for the series of events that took place during her
rentalAssured her that I will address with the necessary parties involved and
that additional training will be provided to ensure incidents like this don’t
happen againCustomer was very
appreciative of my callDisputed amount has
been processed and refunded back to customer
Thanks,
***

I have rented from Enterprise Rent a car on different occasions and have been completely satisfiedThey get you in and out in record timeI have used their competitor and found myself waiting extended periods of time just to get out of the building in an hour is a feat and that is with a bookingImagine if I just went in and wanted a carI would recommend Enterprise for all your car rentals

I spoke with customer and we came to a
resolutionWe are good to close file, thanks
*** ***
Area Rental Manager
Glendale/ Eagle Rock/ La Crescenta
818.507.5933- Phone
818.507.0804- Fax
646.220.0734- Cell
***.C.***@ehi.com

Customer contacted Revdex.com and indicated this matter has been resolved

This customer was verbally
abusive to all of our employees as well as our customers. Here is the
account of the incident from the Assistant Manager who was dealing with this
customer:
***,
Just wanted to inform you about the incident we
had at on
SaturdayIt was a full lobby around 11:20am when a customer
name Eddie *** walks in pushing people aside and demanding he be helped
firstI let him know that I will gladly get him going, but I had customer
that were in line that came in 1st and once I helped them I will type him up
and show him the vehicle optionsHe started yelling, "I have a printed
confirmation, they probably don't have one"I let him know that all the
customer in line had made a reservation and had been patiently waiting to be
typed up and shown to the vehicleI calmly let him know that once he was typed
up it will be a 3-minute wait maxHe cursed and said, "I will make a
corporate complain about you and say good bye to enterprise"
I finished typing customer, in about minutes
and *** walked in and Mr*** walked to her and shoved the reservation to
her face and told her, I need you to help me 1st I have a confirmation***
walked behind the counter and felt uncomfortable, and I told the customer I
will get to him in a few minutes and get him going only had people to be
patientThen he turns around and starts harassing the customers in line, and
the customers ignored himAt that point I told him I will not rent him a
vehicle because he was being unruly and harassing employees and customersHe
then called the cops, they took about hour to get hereBy that time we had
only a few customer in the lobby, that came in right before we closed
It was a busy Saturday at 05, so I had everyone
get helped and taken care ofDuring all that time the customer kept on
harassing me, cursing at me and threatened meI helped every single customer
without that affecting my temper and I kept everyone calmDuring the wait time
for the cops to show up, a customer came up to me and told me that he wanted to
wait for the Police and let him know what the guy was doing but could not wait
So he told me to give my upper management and police his number and he can be a
witness to the whole situationI told him it was not necessary but he insisted
and I thanked himWhen the Police arrived around 12: 15pm, I greeted them and
Mr*** ordered him to arrest me, the officer asked why and took him outside
to talkAfter a minute or two, the officer came up to me to talkI let him
know about the situation and they stated there was no crime and could not do
anythingMr*** then yelled at them and the officers warned him to calm
downI let the police know that if they could escort him out, they told me
they will do it because it seem Mr*** was unstableHe kept on threatening
me and I was throughout the process courteous to him and never allow him to
phase meI thanked the officers for their assistance and they gave me their
business cardWe took care of all the customers and I sent everyone home right
awayI stayed cleaning cars for a while to prep for SundayThere was no
police report made because there was no crime
The customer that was a Witness info is: Giovanni
Juarez: Tel: ***
Officer: badge: *** cannot make up the name Tel:
***
*** ***
Regional Vice President
North Los Angeles/Coastal Valley
***
*** ***
*** ***
*** ***
***.***@erac.com
Operating

I have spoken to *** *** already in regard to her complaintI personally apologized to her that she felt like she was treated rudely by our employee*** *** said she had recorded the incident and told me that she would send me the recording so I could further investigate the complaintI
provided my email and phone number but *** *** has yet to send the recordingAfter speaking to our employees in the office at the time and to a customer who was present at the time, l believe *** *** was out of line in the way she spoke to KendraThe customer who was there at the same time as *** *** said she was demeaning and belittling Kendra throughout the interactionHe said that he overheard *** *** say that she worked at Synergy Bank and he went as far as saying he would never due business with Synergy Bank due to the way *** *** conducted herself and treated Kendra

I rented a car for two (2) days, ( 11/26/to 11/28/16), from Enterprise Car Rental in North Little Rock, ARMy car warranty ( Mitsubishi ) paid for the rental, and I paid a $refundable security depositOn Monday 11/28, I notified Enterprise in Memphis that I was on my way to pick up my car at Gossett Mitsubishi, and that I did not have time to come by there first, since they both closed at 6pmThe guy at Enterprise, who is ONE BUSINESS DOWN AND ACROSS THE STREET from Gossett, told me to leave the car at the dealer, and they would pick it up in the morningThat was on 11/28/I called today (12/8/16) to the NLR store to inquire about my $refundable depositThe manager told me that the car was still rented out to me! He told me to call the dealer I didAnd sure enough, the car was still there after all this time, and the dealer had called them TWICE, to come pick it upKeep in mind, they were just across the streetWhen I called the NLR store back to tell them what happened, the manager put me on hold, and never came back to the phoneLater that day, he charged my card $197.00! On the street that's called theftIn the business world, it's called deceptionDeceitful pretty well sums up Enterprise Car Rental, at least in North Little Rock Ar and Memphis TNI'll never forget that experience, and I'll never go back

To Whom This May Concern,I received your letter concerning *** **'s customer experienceWe have reached out to the customer twice via phone and via email to resolve the issueThis will be handled internally.Thank you,*** ***

My complaint has been resolved so no further action is needed at this time. The business decided to do the right thing realizing that they did not disclose their contractual "fineprint".Thank you very much for your assistance.*** ***

I have the regional VP looking into this matterI will reply once we have resolved this customers concernThanks, ***

Initial Business Response /* (1000, 5, 2015/06/15) */
Enterprise Area Manager *** *** (***@ehi.com) has contacted the customer in response to her disputeThe customer has been found contractually responsible for the hail damage to the rental carShe has admitted that
the hail storm did occur while she had the rental in her possessionHail damage is difficult to see with the naked eye, which is why upon discovering any amount of hail damage at the time of return, Enterprise will immediately send the car to a body shop in order for a professional to determine the extent of the severity of the damageThis is standard and required procedureThe windshield replacement has been rectified and the customer is not going to be pursued for the windshield damageThe customer will be pursued for the hail damage
Thank you
Initial Consumer Rebuttal /* (3000, 7, 2015/06/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My dispute is with their method of discovery, Enterprise took the car to a body shop and put my car under a "special light" and discovering additional damageUnless rental cars are put under their "special light" with each check in and check out there is no way possible to say any additional damage viewed under a special light was due to damage occurred while in my possessionI have provided high resolution pictures of the vehicle upon return where there was only one visable hail damageI was informed that I would be receiving pictures of the damage that the body shop provided, as of this date I have received noneI have always maintained that I will pay for damage occurred while in my possession, not for damage before or afterRentals are the Shawnee are kept outside and before and after I had this vehicle, storms were constant and frequentAlthough they claim they run and put them under cover when it happens but we all know if you live in Oklahoma, sometimes you are running to get your vehicles under cover, you can't make it every time especially with multiple vehicles
Final Business Response /* (4000, 9, 2015/06/29) */
All rental cars are inspected at the time of rental and returnMrs*** inspected the rental and signed, agreeing, to no damageUnfortunately, the car incurred hail damage while on rent to Mrs***The car was moved inside a hangar at the Shawnee airport every night until moved to the body shop for repairsThe process for hail damage repairs is the same for every carThere is nothing to debateThe rental car did not incur hail damage while on the ground at the Shawnee airportEnterprise has conducted in-depth research to ensure we are pursuing Mrs*** for the appropriate damageAll further communication with Mrs*** will be from our Damage Recovery UnitThat phone number is XXX-XXX-XXXX
*** ***
OKC Area Manager
XXX-XXX-XXXX office
XXX-XXX-XXXX cell
XXX-XXX-XXXX fax
***@ehi.com

Good morning,
Customer has been refunded and aware it will post in a few
days. Thanks
*** ***
*** *** ***
*** *** ***
*** ***
949-272-4661 fax
***

I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12795288, and find that this resolution is satisfactory to me
Sincerely,
Abhishek ***

Per *** *** Area Manager: This Revdex.com complaint has been
handledThe claim was closed down on 5/which was days after the incident
was filedI have spoken to the customer (*** ***) and she is aware that the
claim is closed and we are not pursuing her for damage

">Good morning,
I have an update on this complaint. I responded last week that the Area Manager had called twice and has not heard back from the customer. He was able to speak with the customer and the outcome is below
Thanks,
***
Update:
The customer just returned the Area Manager’s previous calls. The Area Manager discussed the situation with the customer and he has agreed to remove her from DNR

We will send a check for $today

I spoke with the customer at length and apologized for not resolving this at the counterI was able to restore her faith in enterprise and she will use us again!

[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,
*** ***Ms*** contacted Revdex.com to update the complaint, and she let us know that someone from corporate reached out to her and they gave her, her money back

Initial Business Response /* (1000, 7, 2016/07/07) */
***:
I was unable to locate a reservation based on the information provided in this complaint (ex: customer name)I need additional information in order to research this situation, specifically the reservation confirmation number (or the
customer name that was used to book the reservation)
Thank you for your help!
Andrew JP***
Controller - 53AA
*** office
*** cell
*** fax
***@ehi.com
Operating
Enterprise Leasing Company Southeast - LLC
***
Greensboro, NC 27407-
***.com
Initial Consumer Rebuttal /* (3000, 9, 2016/07/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Here are the reservation details:
Confirmation#: ***
Booked under the name of *** ***
email: ***@yahoo.com
Final Business Response /* (4000, 11, 2016/07/18) */
July 18,
***
Revdex.com Complaint Dept
***@greensboro.Revdex.com.org
RE: Complaint: ***
Mr*** (***)
Reservation ***
To Whom It May Concern,
I am writing in response to your recent correspondence regarding Mr***'s claim in regards to a reservation under the name of *** (your file number ***)
In evaluating Mr***'s concerns we spoke with the Branch Manager involved in the transaction, as well as the Area Manager over this locationAdditionally, we have reviewed various documents such as the reservation
After review of all of the pertinent information, our Area Manager Stephen F* has reached out to the customer directly (on Thursday July 14th and Monday July 18th) in order to find a suitable resolution to satisfy their rental needs
Please feel free to contact me directly with any future questions or concerns regarding this matterThank you
Sincerely,
Andrew P***
Regional Controller
53AA - Greensboro, NC
*** (office)
*** (cell)
Final Consumer Response /* (4200, 13, 2016/07/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Area Manager Stephen F* left a voice mail on 7/and I called back on 7/and left a voice mail for himSince then I did not get any reply or call back
Stephan is free to email me at ***@yahoo.com, this way we can keep better track record of our conversation
I am still waiting for a resolution
***
Thanks