Enterprise Rent-A-Car

Initial Business Response /* (1000, 5, 2015/07/13) */
In response to this case, I have reviewed the customer's complaint and our claim fileThe damage is definitely noticeable and needs to be repaired; however, it seems like the damage comes from closing the tailgate of the mini-vanI'm not
sure of the force that is required to cause this damage but the damage will cost less than $*** to repairI feel like even if this did occur during the customer's rental period that it was not done intentionally and therefore I will be waiving the claimWe will also be issuing a refund for the customer's deductibleIf you have any further questions/concerns please don't hesitate to call me at ***

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

Per our Area Manager, *** ***, we refunded day of rental back to Ms***

Good
Morning ***,
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I
spoke to the customer, she is extremely happy, I told her I would refund the
whole thing and she said she only wanted a refund of 25.0, I told her I wanted
to keep her as a customer for life and she said that by us making the call and
offering she was extremely happy with us
Miscommunication
on when she returned, They came in early on a Saturday and I told them I would
take the keys and close it so they wouldn't have to waitI dropped the ball
but learned from the mistake
Thanks
*** ***
*** ***
*** *** ***
*** ***

The customers was refunded on February 20th in the amount of $

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: there was no miscommunication they tried to underhandedly overcharge we are not asking fo the whole thing they called and told my wife they would credit $35.00, and she advised them fineupon this refund reflects on the account we will consider this complaint resolvedand we thank the Revdex.com for their intercedence in this matter
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution tentative. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

I was able to resolve the
problem with the customerWe both came to the resolution of refunding half of
the rental and mail her a free weekend couponShe is going to get in
touch
with the Revdex.com and let them know it was handled and will return and rent from
*** in the future
Thank you,
*** ***
*** *** ***
*** *** ***
*** ***
***

Good morning, I left a message for Mr*** to work on resolving his concern.Thanks,Brett D***

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.I want to thank you at the Revdex.com for your help in resolving this matterIf you don't mind, would you make the following statement available to the Enterprise employee whom you have been in contact withI am also spreading the word as broadly as I can with friends, neighbors and relatives throughout the US that Enterprise cannot be trusted and to beware!I request that the Revdex.com keep this information on file including the information and the link from the *** website which exposes a similar recent incident with another Enterprise customerIt seems pretty obvious that this company is not learning from the previous bad behavior and I do not trust them to treat their future customers any differently than they have in the recent pastAs you can see, their response when caught has been, "Oops, we made a mistake - sorry." That's simply not satisfactoryThis appears to be an endemic problem for the car rental industry and needs to be publicly exposedThey have lost credibility and it's sad to see how they can so easily skirt the system that's in place to protect the consumerMy insurance company is complicit in keeping this charade going and not exposing companies that engage in these fraudulent tacticsNow that this has happened to me, I have become aware of other individuals who have suffered a similar situation but went ahead and paid the fees despite knowing they were not guilty of the damage claims made by the rental companiesEnterprise seems to know to keep these charges below a certain level so it becomes easier to pay them than to fightIs there no penalty for fraud?
Sincerely,
*** ***

Per our Manager, *** ***:
I just spoke with *** *** and apologized for the misunderstandingWe should have taken care of this for him at the time of
return. I processed a full refund, $80.24, instead of the disputed amount $as a further apology. The request was to have the payment refunded in cash, but after speaking with the ***’s they accepted that it would be better to be returned to the credit card on file. They are satisfied with the solution and will rent from us in the future

The company name is Enterprise Rent-A-Car

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,
*** ***

Refunded customer $

*** *** (Area Manager) did all the research and called the customer, but he never called her back.Thank you,*** ***

Mr*** kept the vehicle a day longer than he had originally reservedThe branch manager, ***, reached out to him and apologized for the miscommunication about the costWe refunded MrRivera a day of rental costs to make the total price match his original reservationHe confirmed that
he is satisfied with the resolution

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
Sincerely,
*** ***

***,
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talked to this customer and let her know we are not pursuing her for any
damages on FridayShe must have sent this through before that.
Let
me know if you need anything else.
*** ***
Area
Rental Manager
Anaheim
Resort District/
Orange/Buena
Park
Rent-A-Car
Division
***
*** ***
*** ***
*** ***

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,
*** *** Dear Revdex.com, please, could you forward this to Enterprise:Dear Enterprise Rent-A-Car,I wish to commend your Cincinnati District Manager *** for the way he handled my complaintHe was courteous and friendly as he was not giving up until he resolved situation to my complete satisfactionHis calm, patient manner was a great help when my frustration was at an all-time highSuch professionalism and remarkable problem-solving abilities are rare nowadaysMr*** is an asset employee to Enterprise, exceptional person and the reason I look forward to renting from Enterprise again in the future and for years to come.If the quality of Enterprise Cincinnati District Manager*** is an indication of future success, then Enterprise has a very bright future.Sincerely,*** ***

Half of the rental was waived
for customer already
0pt;">
Thanks,
***
*** *** * *** *** *** *** *** *** ** *** ** ***