Enterprise Rent-A-Car

***,
we got a hold of the customer. They had gotten the message but had not
responded to us. We confirmed, they are off DNR. It should be good
to close with the Revdex.com

Initial Business Response /* (1000, 6, 2015/06/24) */
This customer has been taken care ofIt was a miss understanding on a upgrade for a day rentalHe just wanted us to take off $off the total and we actually took off the entire $upgrade yesterday
Thanks
Initial Consumer
Rebuttal /* (2000, 8, 2015/06/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)

messages have been left for this customer and no call back…
125);">
*** ***
Area ManagerFoothill Corridor
*** ***
***
***
***
enterprise.com
Tell us why here

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

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,
*** ***

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
One of the enterprise employees called me on Oct 17th and agreed that $refund will be posted on my credit cardBut as of now I have not received the refundI called the enterprise at LA airport to check this, but I was told no information regarding the refund can be found on their side. Also, they said they have done mechanical check for that carI will also need that PROOF showing that they have done that. Thanks,
Regards,
*** ***

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

*** *** *** *** *** *** ***
*** *** *** ***
*** ***
*** *** *** *** *** ** *** **
*** *** *** *** ** ***
This matter has been settledThank you for your help

Our Area Manager, *** ***, has been in contact with the customer. She is going to obtain a copy of her rental invoice from the other company. Once she receives that, we will reimburse her for the difference

Ms ***, We will write off the amount owed to Enterprise but we will not be able to provide you with another rental carI hope this helps you with this expense, we will no longer seek payment from you. Thanks

Initial Business Response /* (1000, 6, 2016/06/07) */
June 7,
*** ***
Revdex.com Complaint Dept
***@greensboro.Revdex.com.org
RE: Complaint: XXXXXXXX
Mr*** ***
Reservation RXXXXXX
To Whom It May Concern,
I am writing in response to your recent correspondence regarding Mr
***' claim (your file number XXXXXXXX)
In evaluating Mr***' concerns we spoke with the Branch Manager involved in Mr***' transactionAdditionally, we have reviewed various documents such as Mr***' reservation
After review of all of the pertinent information, our Branch Manager has reached out to Mr*** directly in order to find a suitable resolution to satisfy his 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)
Initial Consumer Rebuttal /* (3000, 8, 2016/06/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Enterprise still retains there position they've done no wrong No response from any regional manager as I requested and never got a car
Final Business Response /* (4000, 10, 2016/06/21) */
June 21,
***
Revdex.com Complaint Dept
***@greensboro.Revdex.com.org
RE: Complaint: XXXXXXXX
Mr*** ***
Reservation RXXXXXX
To Whom It May Concern,
I am writing in response to your recent additional correspondence regarding Mr***' claim (your file number XXXXXXXX)
In evaluating Mr***' concerns our Area Manager, Jack K***, spoke directly to Mr*** on the phone on Tuesday June 14, Mr*** made us aware that he received a settlement check from State Farm in lieu of a rental vehicle, so he no longer needs a vehicle
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)

Spoke with renter and handled
the complaintAlready emailed the DRU to close the file
size="3">
*** ***
*** *** ***
*** ***
*** ***
*** ***
*** ***

A check has been issued for a refund to the customerThe customer has had a voicemail left and we are awaiting a returned call

I have reviewed the customer’s complaint as well as all
available previous rental contracts. While I found no evidence that the
damage was pre-existing, and the customer signed the contract agreeing that
there were no damages to the vehicle, the branch did not utilize our roof
stamp
when placing the customer into the vehicle. The roof stamp is intended to
provide proof that the roof was inspected when the customer was placed into the
vehicle. Since our internal procedures were not followed in this
instance, we will not pursue the customer any further. At this time I
will have our damage recovery unit close the file down and send a claim closed
letter to the renter.
Thanks!
*** ***
Group Risk Manager
SW Ohio Group
*** ***
*** ***
*** ***
***
Enterprise Holdings
Park Drive
Cincinnati, OH

We will not be pursuing the charges against the customer

Hello,
I
spoke to the customer. I heard out the issue he was having and explained
our process to him. It sounds like there was a communication breakdown.
I was very apologetic. I gave him my contact info for a future rental to
accommodate him, but he just wants to make sure we handle
communication/processes like this better in the future
*** ***
Enterprise Rent-A-Car
Area Manager
North San Diego
(***) ***-***
Tell us why here

Hello Mr***, Can you please provide me with a little more information about this experience? I am having trouble locating your reservationWhere did you rent the vehicle from? Please let me know and I will be happy to assist.Thank you, ***

Good morning! I spoke to
customer and agreed to process a refund of $
size="3">
*** ***
*** *** ***
*** *** *** *** ***
*
*** ***
*** ***
***

I spoke to the Branch Manager about this customer opportunity and she has expressed she has left multiple voicemails with the customerI wanted the branch manager to call and personally apologize for the cleanliness of the car while refunding the differenceI went ahead and refunded $today
back to the card to meet the request sent

Initial Business Response /* (1000, 6, 2016/10/31) */
October 31,
Revdex.com Complaint Dept
***@Revdex.com-email.org
RE: Complaint: ***
***
***
To Whom It May Concern,
I am writing in response to your recent correspondence regarding ***
claim (your file number ***)
In evaluating *** 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 a copy of the signed rental agreement
After review of all of the pertinent information we believe that our employees properly explained the optional nature of the productsHowever, in the interest of customer service we have agreed to refund *** $which represents the amount question
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)
Initial Consumer Rebuttal /* (2000, 8, 2016/11/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the response from Enterprise in refunding me $which is total amount I requested in the desired resolutionHowever, I resent the implication in the response that those unnecessary charges were explained to me and that I agreed to the amount in question