Enterprise Rent-A-Car

Initial Business Response /* (1000, 6, 2015/10/27) */
The customer was contacted by a regional sales manager immediately after he was made aware of the complaint Contact was maintained with the customer daily until the check arrived from StLouis via the US postal service The feedback is
appreciated and will improve our process moving forward

Initial Business Response /* (1000, 10, 2016/01/05) */
Letter received 1/4/16, [redacted] Area Manager called the customer and apologized for her displeasing service. She was grateful for the call. [redacted] has given her his phone number for future use with needs and offered discount on future rental....

She was satisfied.
Thank you.

Initial Business Response /* (1000, 13, 2015/07/20) */
Email was sent to Area Manager [redacted] 7/6, again 7/10. 7/13 [redacted] left a voicemail for this customer to discuss the issue. He is awaiting a response. We will follow up today 7/20. Thank you.

Initial Business Response /* (1000, 5, 2016/01/12) */
From [redacted] We agreed to refund the $225 charge. The customer did admit to possibly damaging the key which then led to every problematic situation following, so we were right to charge what we did. But, the customer used his own...

insurance to get the car towed and it was cheap to replace the single GM key to the impala he had been renting. He was very happy to hear our decision and will begin to start using Enterprise for his rental needs again. He also said he would contact the Revdex.com to document his satisfaction with our resolution.
Initial Consumer Rebuttal /* (2000, 7, 2016/01/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
We came to agreeable resolution and resolved my complaint. The Area Manager [redacted] was good with handling the issues and fixed the problem.

"Calibri","sans-serif";">The
customer was disputing damage on his rentalHe was charged with
the deductible, but did not authorize the chargeHe felt that the walk around
process was quick, and the employee was not willing to mark anything on the
contractI apologized and let him know that I will be refunding the deductible
amountI also offered to set up a future rental for him and either a discount
or give him a free upgrade
[redacted] was
extremely happy, and said he would absolutely give us another chance due to my
conflict resolution and empathy to his situation
[redacted]
[redacted]
*
[redacted]

Initial Business Response /* (1000, 5, 2015/07/22) */
I contacted Area Manager [redacted] K [redacted] , and he has called the customer and left a voicemail for her to discuss the customer service she recieved. We researched the claim and have decided not to pursue the customer for the damages. The claims...

department and Risk Manager have been advised not to collect from Mrs. [redacted]. We have also refunded her a portion of the rental. Awaiting customers return call to [redacted] on the customer service part. Thank you.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 128[redacted]1, and find that this resolution is ALMOST satisfactory to me.1) Enterprise Car Rental stated in their response that they have already refunded the entire amount (all I asked for was what they 'forgot' to refund @$26), but still No Refund has been posted to my account as of 4/30/2018 @6pm.2) Enterprise also stated in their response that my cell phone ###-###-#### didn't have any voicemail. I called my provider, Google-Fi, and they stated that this is an impossibility. This is the 1st time Ive been told that I don't have a voicemail, since I signed with Google-Fi, with over @5000 calls.*Terms are accepted  but Enterprise STILL HASNT REFUNDED!Thanks[redacted] PO Box 1773Hemet, Ca.92546###-###-####Lic# 902084 [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  I hope the resolution is true and happens, but please see...

the attached and update below.I'm not sure the timing of events in regards to their response to you.  I received another harassing phone call from Enterprise a week ago blaming me for the damage and that I was going to pay for it.  I explained "again" I didn't do the damage and they had already withdrew from my checking account (unauthorized).  I mentioned I reported it to the Revdex.com.  Attached is the letter I received after the phone call and after I received your email update.  I also would like to add my daughter walked into the same Vandalia Enterprise office as a cold customer and asked this scenario, "I will be picking up a rental once the insurance company sets it up.  It's because of an accident and the other drivers insurance company will be covering the costs.  When I come to pick the vehicle up do I need to pay for anything like a deposit for gas or anything else?  He replied, "NO" since the other insurance company is paying for it.  Why did they discriminate against me and request money (my debit card)?   I'm sorry to say they had to have some kind of fraudulent act in mind at that time, which continued when they had me leave the keys at the body shop.  I can only hope for an honest outcome and for them to do the right thing.I appreciate your help.  Thank you!
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
A person named D[redacted] just called today what he notes in  our conversation is true. That we both agree that the Centerville location did not FULLY inform us that they were filing a report, &  taking that car to a repair shop nor did they notify us fully of what was going on. As a result of that we feel that these damages that they report & are  charging us for  are not Justified as we both agreed that the photos sent are not clear enough & in my opinion are suspicious. We would like the bill eliminated based on the lack of proper protocol done by Enterprise in which both Dave and I agree it should have been handled differently & better. Centerville was facetious about how they handled this situation... As a customer I had every right to know what was going on we would not have left a car with damages of $900 or more without getting evidence for ourselves or our insurance company! We still refute that we damaged that car we did not damage that car.   we fill that Enterprise is taking advantage of a situation and they willingly and knowingly took a car to have it repaired without our knowledge and then came back trying to charge us for the repair.  We took  our information and submitted it to the insurance company because we felt we needed an advocate on our side to investigate it thoroughly.      we have been waiting for a call from Enterprise for  weeks it just came today. I verbally told dave today that we are educated people we would not have walked away from the rental place without taking proper protocol and steps to protect ourselvesourselves I honestly feel they are being dishonest in this claim that they have placed against us. We want the bill eliminated.  We made the person who rented the car to us on that Saturday note the damage to that car otherwise it would not have been on the car contract we had the car also has smoke damage! And Enterprise supposed to  have a smoke-free policy  I don't see them charging the previous customer for that! that car was not in good quality when it was given to us but nevertheless we did not put further damage to their car no one would walk away from the scene of an accident/ rental place et cetera without taking pictures or without getting a copy of the accident report those!  things happened and we were not there for all we know they could have done something to that car because those photos who knows when they were taken? Enterprise handle this completely wrong. We would have done something totally different had we known this would have been the results. In the photo that car is missing paint there is no way we left that car on that property like that. Is that the photo that they took when they were already calling themselves fixing the car? why would you take a picture after starting repair as opposed to before?  The photos are suspicious. By the time we knew that there was an issue Enterprise fixed &  re'rented  the car & to me that even showed another higher level of dishonesty.   we want to bill eliminated if this can  happen to us then it can happen  any of your customers. Instead of them having the car already repaired from the smoke and body damage that was already on there they rented to us and then decides to take the car to a repair shop To me  that is very suspicious! They were aware of the damage to the car already but they did not take it to a repair shop immediately  why did they wait until after we brought back our car I think it was because they were looking for  unsuspecting customers to blame any damage on because I'm sure they did not  leave the damage that was already on that car unfixed I'm  sure they fixed the entire car who knows now because we don't even know where the car is Enterprise will not allow us to see it because it was already rented out again.   You can  also call my sister for any other information that you may need.
Regards,
[redacted]

We have looked into this concern for Ms. [redacted] and we are going to refund $712 of her rental charges along with the damaged charges of $439.61.  There was a breakdown in communication between the Rickenbacker Airport and the Enterprise Office that rented her car.  There also could have...

been better follow up regarding the Enterprise office that rented her the car while they had her contract open in the computer system.  I have left Ms. [redacted] a message that we at Enterprise have already refunded her the money in question and closed down the claim on the rental car.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted],  While I am glad the refund was made, the entire...

experience with Enterprise was frustrating.  I feel that complaining to the Revdex.com is the only way I was able to receive a refund.  Thanks for your efforts, Revdex.com.  
Regards,
[redacted]

[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 [redacted], and find that this resolution is satisfactory to me.  After spending many weeks (months!) working to fix this issue, I would like to thank you for your help in getting it resolved quickly. 
Regards,
[redacted]

"Times New Roman";">I
called today but not get an answer The VM is full as well I sent
an email for her to call me back
I will give another follow up call tomorrow and keep you
posted on if I hear anything
[redacted]

Mr. [redacted] came into my office to rent a vehicle for business use.  He was a contractor for a well known company that delivers appliances.  This company has multiple other contractors that rent trucks through my office.  We went over the negotiated rates with Mr. [redacted] and his mom, who came in with him to get the rental.  After agreeing to terms, we took care of the rental agreement. Mr. [redacted] went out and did a walk around of the rental truck with us and had no issues with the condition of the vehicle.  After 4 weeks of having the truck, we had to do a new rental agreement per DOT regulations.  At this point, one of my newer employee's charged Mr. [redacted] for the full amount of the next months rental.  This shouldn't have happened with a contractor rental as they are generally charged week to week.  When Mr. [redacted] called to complain about the charge, we saw what had happened and refunded the full $2500 back to his card.  After this happened Mr. [redacted] was so unsatisfied that he wanted to return the truck.  This wasn't a problem for us, however, according to Mr. [redacted] the truck wouldn't start.  We agreed to go pick the truck up due to him being unsatisfied and we agreed to cover the expense of getting the truck started. This is something that is normally the responsibility of the renter depending on if there is an issue with the truck.  We drove to Batavia from Sharonville to pick up the truck, put the key in the ignition and it started right up.  We drove it back to our office to check the condition of the truck, which we do for all renters.  No new damage had occurred while Mr. C[redacted] had the vehicle so he received his full deposit of $100 back.  Our Truck Rental Location in Sharonville has a 91% customer satisfaction rating over the past 12 months.  We are sorry to hear that Mr. [redacted] was unhappy with his rental experience however we feel that we did everything we could to make him completely satisfied.

Ms. [redacted] came into 32J6 to rent a car through a 30/day [redacted] insurance claim. 
 
Her car at Corona Auto Body went total loss on 8/12 while she
dropped car at body shop on 8/5. 
 
8/29, insurance company notified Enterprise that last...

day
for rental coverage would be 8/30.
 
9/8 at 1152am, [redacted] notified customer of last day of
rental coverage.  The following week I left a message on number
on file regarding switching out of a resale. No call back. 
 
 [redacted] and [redacted] 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, [redacted] drove by address provided to
us by the renter to see if car or customer was at home so we could
relay information.  When [redacted] got to the house, person at the door said
that nobody by the name of [redacted] lived there.  
 
Customers credit card went through on 9/26- 9/27 
for $1050.00.   She came into 32J6 following morning 9/28 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 [redacted] 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
[redacted] I would be happy to refund that card with either payment from [redacted],
or on a different card.  She closed out still owing us $96.00. 
 
Thanks,
 
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]  
[redacted]
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Please provide a signature where I agreed that the 2017 Chrysler Pacifica, had no prior damage. The contract mentioned is for a 2016 Ford F-150, which was returned to you with no damage. The hail storm that came through our area, neither I or my family were home for it. The vehicle was with us. We were unaware of it until Enterprise mentioned it on return. I have asked repeatedly for a signed copy of where I agreed to the vehicles previous condition prior to me driving off the lot. 
Regards,
[redacted]

Area Manager Ari B[redacted] was able to communicate with the customer this morning. A refund for the desired amount has been approved, submitted, and processed and should be received by the customer no later than October 4th, 2017. Mr. B[redacted] will have individual meetings with branch management in order...

to re-train and coach on refund processes as well as communication needed to upper management in order to resolve any issues in a more timely fashion. Customer has cell phone number of area manager in case any other questions or needs arise.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because: Enterprise basically called me a liar in dening what I was told by the Enterpise on Morse Road ON THE DAY THE CHARGE WAS APPLIED. I WAS TOLD THAT THE RENTAL CAR COMPANY SPOKE WITH THE AUTO SHOP AND WAS TOLD BY [redacted] THAT THE INSURANCE REPAIR WAS ONLY 2 DAYS. I did not make this up!!!  the call was a waste of my time, they called me a liar and blamed everyone else. [redacted] says the rental car company and the body shop communicate about how long the repairs should take, Enterprise claims they don't even talk to the body shop. 
Regards,
[redacted]

[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 [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

Spoke with customer, made her aware claim was thoroughly investigated and that the damage to the vehicle happened while she had it on rent.  Walked her through the claims process and explained everything to her, apologized if she felt that we did anything incorrectly on our end as customer...

service is always priority number one for us.