Enterprise Rent-A-Car

Initial Business Response /* (1000, 13, 2015/07/23) */
I contacted the Branch Manager on 7/6, got no response. I contacted teh Area Manager 7/10, [redacted] T . [redacted] left a voicemail for the customer to go over this situation and find out what happened and what we can do. The customer has not...

returned our call at this time. I contacted [redacted] again today asking him to try the customer again and update me asap. Thank you.
Initial Consumer Rebuttal /* (3000, 16, 2015/07/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have not been contacted by Enterprise and they just don't seem to care about customer perception of their business!!
Final Business Response /* (4000, 19, 2015/08/13) */
Received this information in the mail today. Emailed [redacted] again asking him to read it over and call the customer again. The phone # is different, looks like we had been given a different one originally.
Final Consumer Response /* (4200, 21, 2015/08/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There has been no contact made by Enterprise!!!

Customer stated she received refund check a couple of weeks ago.  Complaint has been resolved.

spoke to the customer and
resolved the issue. The car dropped at VW and was not picked up until the next
day, damage is only $300, I agreed to...

refund her $100 deductible and will let
DRU know that we will not be pursuing on the claim due to the dispute.
 


















 
 
[redacted]

Area Rental Manager
Inglewood/EL Segundo/Manhattan Beach/Hermosa Beach
 
[redacted]

 

[redacted]
 

[redacted]


 
Tell us why here...

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]

Initial Business Response /* (1000, 10, 2015/07/17) */
Contact Name and Title: [redacted] Exec Assis
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@ehi.com
I left a voicemail for [redacted] at XXX-XXX-XXXX asking for more information about the rental. Please provide a Rental...

Agreement # or Invoice # and dates, and city of where you rented your vehicle. I have not been able to locate it in our area by your name. Thank you! -[redacted] @ [redacted] office Edmond, OK XXX-XXX-XXXX

We have chosen to end our
business relationship with this renter due to the following;

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She rented several
cars out of [redacted] LAX and charged back both. (see attached)
She also rented a
car at SNA 1 day after doing an unplanned drop from LAX to SNA (she back
charged this one as well)
The SNA rental was booked under car class XXAR (weekend
Special price & brand guarantee (flexible car) for 4 days.
She decided to keep the car an additional 4 days and
return it with less than a ¼ tank of gas.
She was billed for the additional 4 days at the rates
stated on her Rental Agreement + the 6/8ths tank of fuel, nothing more.
She has once again,
refused payment on the Rental resulting in DNR status & cancelation of her
loyalty membership account.
She owes [redacted] of LAX and SNA an
outstand balance of: $793.10 in charged back & declined rental fees.

We are not pursuing this claim and are issuing a refund today

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.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]

[redacted] paid for customers
rental. Renter thought it was only going to be a 1-2 service. It ended up being
a 12 day repair. [redacted] the branch manager waive 4 days for the customer, he was
not satisfied. I spoke to him for 45 mins n Friday. I took care of half of the
protection, since he...

wanted it just didn’t think it was going to be in the shop
that long.
 
This situation is resolved.
 
Thanks,
 
[redacted]

We received this complaint on Tuesday via mail. I emailed RVP [redacted] who advised me that the complaint was resolved with the customer last week. The customer has used multiple programs to state his complaint, and our corporate offices were also involved. We consider the situation resolved....

thank you.

[redacted],
please refund $7.95 on Ticket 3LGVW2(credit card on file).
I Confirmed with citation department that she was charged $7.95 for going
through toll road on bay bridge in San Francisco. Spoke with customer & she
is aware.
thanks,
[redacted]
[redacted]...

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Initial Business Response /* (1000, 5, 2015/10/08) */
Received Letter from Revdex.com- Sent email to [redacted] Area manager and [redacted] Branch Manager to contact customer and resolve dispute.
-[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/10/09) */
(The consumer indicated...

he/she DID NOT accept the response from the business.)
I don't understand their response. I have already talked with a manager (K. Moore) in their branch in person and provided all the documentation about the issue. I don't understand why they want to contact me to resolve the dispute. Their response should be obvious based on the facts. They should acknowledge that I owe them nothing and drop the issue. In any case, I am out of the country now until November 5, 2015. If they want to contact me via email at [redacted]@gmail.com that is acceptable but I see no need for this discussion. All the facts were confirmed when I spent an hour in the Merkle branch office in Norman on September 1, 2015 and talked with K Moore for over an hour. She acknowledged in writing that I owe nothing and I sent in that documentation. Would you please tell me what there is to "talk about with the customer". I can't imagine what more information they need. They should respond and let me know why they still think I owe them anything when I have already sent in documentation from their own manger acknowledging that I do not owe them anything.
Final Business Response /* (4000, 11, 2015/10/15) */
Copied this response to Area Manager [redacted] for him to resolve. -[redacted]
Final Consumer Response /* (2000, 14, 2015/10/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They have completely resolved the complaint as I requested in my favor and have promised not to send me any more bills or harass me any more. That is nice. However, they once before also agreed to resolve the complaint in my favor and not send me any more bills, but then reneged on that promise. So we'll see if they keep their word this time.

[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]

We are dropping the claim and the customer will not be liable for the damages.
Thank you,

Initial Business Response /* (1000, 5, 2015/12/22) */
Letter recieved 10/21/15. Sent email to Area Manager [redacted] to contact customer asap. She spoke to customer. We have refunded 1/2 rental charges. She has apologized to customer for service and provided her cell number as he may make...

reservations through her in future. The customer was explained the debit card process and understands. The customer has been advised we usually call before the rental period but we didnt have time in this case. The customer was satisfied with the resolution and will give Enterprise a second chance in the future. Thank you.
Initial Consumer Rebuttal /* (2000, 7, 2015/12/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The area manager [redacted] called me and we discussed at length the various problems. I believe compensation for the various problems is adequate and I have reassurance from [redacted] that she spoke to the employees at the Enterprise location in person about the various problems and made a good effort to prevent this from happening again, either to me or to other customers. I did keep [redacted]'s cell phone number and will call her if I do experience any additional problems when I give this location one more chance. Thank you.

Received the Revdex.com complaint via mail today 5/8/17. Reached out to Area manager [redacted] who advised me that they have resolved this issue with the customer already, last Thursday. We are not pursuing the customer for hail damage and the customer is aware. We consider this complaint resolved....

Thank you.

Business stated customer was refunded $389 on 2/26/18 to the credit card she used for the transaction.

[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.]
Revdex.com:
I reviewed the response made by the business in reference to complaint ID 11741550, and find the resolution is satisfactory to me.
Regards,
[redacted]

Initial Business Response /* (1000, 5, 2015/12/29) */
Area Manager [redacted] settles this issue with customer. Customer has been informed we will not pursue her for the damages. Faulty wiring was caused by mice chewing through wires in engine. Enterprise will handle the damages. Thank...

you.
Initial Consumer Rebuttal /* (2000, 7, 2016/01/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)

I
talked to the customer. She is upset with Honda due to fact that her car has
been there for several weeks and they can't find her problem. She signed off
coverage at 3818 and the manager there charged her for two days instead of 1. I
told her that I would take care of one day of coverage...

for her. Her other
concern was the fuel. Honda told her to drop off the car when she was done and
they would take care of everything. She said that when she was picking up
the car she was with her children and wasn't fully paying attention. I just
talked to Honda and they are going to talk to the customer about crediting the
fuel to her through the work that they are doing for her.
 
She
is happy with my resolution and I gave her my cell number. She said she will
call me if she needs anything else.
 
[redacted]
Area Rental Manager
Enterprise Rent-A-Car
[redacted]
[redacted]