Enterprise Rent-A-Car

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], 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,
[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.
Mr. Dan B[redacted] from Stained Glass Overlay did not agree to provide any compensation for damages that they caused.  We requested reimbursement of $400 to pay for the damages caused by their installers.  Below are specific reasons the response from Mr. B[redacted] does not resolve our complaint.1.  Mr. B[redacted] claims that his installers were asked by us to put the tape on the outside of the door.  In a phone conversation with Mr.  B[redacted], I told him that we did NOT tell the installers to put tape on the door.  I told him that we know nothing about repairing stained glass doors so we would not have told the installers how to do their job.  Mr. B[redacted] claimed that the tape they use is non-stick tape and shouldn't have taken the stain off from the door, so they obviously do use tape on the doors.2.  Mr. B[redacted] states that if he had been contacted by me, he would have had his people fix the problem.  In fact, I did contact Shannon, Mr. B[redacted]' daughter and office manager, immediately after we were aware of the damage.  I asked her what the next steps were and she told me to get an estimate from a reputable firm and submit it to them.  I did exactly as she told me and gave the estimate from a reputable company to the installers to then give to Shannon and Mr. B[redacted].  I was not informed at this time that Mr. B[redacted] has people he sends out to do this type of repair.  I was only told that I should submit an estimate for repairs.  It wasn't until I talked to Mr. B[redacted] directly two months later (after many, many attempts to contact him), that he has people available to do these repairs.3.  Mr. B[redacted] claims that he was not aware of the issue until he received a bill for $400 for the repair.   I informed Mr. B[redacted] of these issues in early July (when we first became aware of these issues and while his installer was here), that there were two problems that needed to be fixed.  One issue was a rattling sound inside the door and the other issue was that the tape they applied took the stain off from our front door that was removed for repair.  It was at this time that he told me that the tape they use shouldn't stick to paint or stain, so he clearly knew about the issue at that time.4.  Mr. B[redacted] states that the estimate for repair was very high and much higher than his people would have charged.  The estimate we received was from a reputable company ([redacted]), that has been in business for over 30 years and they have stained our door in the past so they know what the cost is.  They need to do special mixing of the stain to match the color and texture.  Also, as I stated above, I was not informed at the time that he had people who could do these repairs.  I don't know why I was asked to submit an estimate to Shannon, if he has people to do this work.5.  Mr. B[redacted] left a message on my voice mail that I have retained that states "obviously, anything that is amiss we will repair."  Mr. B[redacted] has not delivered on this statement and has not offered to provide any type of compensation for the damages.  Instead, he unfortunately is blaming the customer by stating that we requested the tape be applied, rather than trying to satisfy the customer.In good faith, I will accept compensation of $200 for the repair (which is half of the amount it costs as provided on the estimate). Regards,
[redacted]

I am rejecting this response because:
I answered my phone on the first attempt from Enterprise to call.  I was promised this would be resolved and I would be removed from the "Do not rent" list that I was inappropriately added to.

Brad B[redacted], Area Rental Manager that oversees the rental branch where Mr. [redacted] rented spoke with Mr. [redacted] about this situation on 12/8/16.   He apologized for the delay in
charges and explained our billing process with our accounts. He understood and
agreed that [redacted]...

should have paid this for him through his insurance repair.
However, since the branch failed to reach out to him prior to charging his
card, Brad agreed to refund him and continue to pursue [redacted] for the charges. Mr. [redacted] appreciated the follow-up and was happy with the resolution.

The concern was reviewed on Friday and we have refunded the customers credit card. It may take a few days for the refund to post to the consumer's bank account. I will follow up with her today to let her know that the issue has been resolved.

Initial Business Response /* (1000, 17, 2015/08/18) */
We are refunding the difference back to the customers card. We will call the customer and let him know that it will reflect in 24 to 48 hours

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], 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,
[redacted]

I am rejecting this response because:
I have left several messages for my assigned adjusted, [redacted], with no response.can [redacted] please get involved and please have someone contact me?

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12261653, and find that this resolution is satisfactory to me.

Good morning,
 

size="3">
Customer has been refunded and aware it will post in a few
days.  Thanks.
 

















 
[redacted]
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949-272-4661 fax

[redacted]

I
just got off of the phone with the customer.  She back charged the entire
amount and I explained to her that she did that.  She said that she is OK
paying the actual rental portion of the vehicle and I agreed that she can pay
$349.88.  She agreed to have the protection...

waived which leaves her with
the balance stated of $349.88.
Customer
will be in tomorrow to pay off the balance.
Thanks,
[redacted]

Hi- We spoke to the customer and
are not pursuing the damage.  Everything is resolved.
Thanks,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.Enterprise did not call to notify me that they were charging my card nor did they indicate through phone or email what amount they were charging.  In fact, it was I who called them to try to set up direct billing through insurance, which two representatives told me they would do.  I have not yet received reimbursement yet.  I applied for it only when the insurance called me to report that Enterprise never submitted a bill as we both were led to expect.  Integrity is important when putting your credit on the line for services.  I just think others should know who delivers on their word and who does not.
Regards,
[redacted]

The refund was processed and the customer is aware.  His complaints have been resolved.

[redacted],
I
have contacted customer and spoken with her in regards to this concern. The
discrepancy in the billing was coverage which she admitted she had selected but
she didn't realize that would be taken out of her $200 deposit and then she
extended twice and was only updated for total...

balance and not additional $200.
I agreed to refund the coverage so she would be happy and get the amount back
that she had expected. I have also spoken with [redacted] about this situation and
deposit updates and documenting the contract so his team can prevent this from
happening again. Please let me know if you need anything else from me regarding
this.
 

















[redacted]
[redacted]
[redacted]

[redacted]
[redacted]

Good Morning [redacted],
I just spoke with
Mr. [redacted] and sincerely apologized for not providing him with a resolution to
this point.  I processed the full refund of $301.78 back onto his credit
card and explained the process for the refund.  He was very happy with the
quick...

resolution and said that it was sufficient to clear the complaint
with the Revdex.com.  I am at 3234 and have spoken with [redacted] about his conflict
resolution and timeliness of his response.  Please let me know if there is
anything else I can do to assist with the process.   
Thank you.















[redacted]
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[redacted]

Spoke
with customer.  She did not realize that she didn't park at Enterprise and
said that was obviously a huge error on her part.  She said she does not
deserve anything to be taken off the bill and apologized.  However, she
did ask me to do whatever I could do for her. ...

I was driving, so I let her
know I would text her tomorrow when I had her bill in my hand.  She works
nights and said when she's not working she is sleeping.  She asked that I
text her and she will text back with what time she can talk, but doesn't want
me to call or I'll wake her up during the day.  She said worst case
scenario we may have to talk on Saturday or Sunday if she's not able to
tomorrow or Friday.
 
Once
I look at her bill and what we had to pay out to get her car out of the parking
structure, I'll see what I can do for her for customer satisfaction.  She
said anything helps.[redacted]

To Whom It May Concern;[redacted] has been refunded in full for $90.00. We apologize for the inconvenience. Please advise if anything further is required.Sincerely,Alexandra Z[redacted]Customer Service SupervisorEAN Holdings
[redacted]

Mr. [redacted], We have refunded your $250 charge. I apologize for the error and service that you received with our location in Thornton, CO. This is not customary of our standards. From my understanding [redacted] has reached out to you to apologize and refund your total. Let me know if there is...

anything I can do for you in the future.  Thanks, [redacted]RVP of Northern Colorado/Southern Wyoming

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Hello, 
sorry for the late response, somehow the email from Revdex.com for requesting a respond went to junk mail. 
My [redacted]e is [redacted] and I filed a complaint about the issue with enterprise rent-a-car about couple weeks ago.   Looks like the company stated that the issue was resolved by saying that "the amount was wrote off."
I just got a phone call from collection agency demanding to pay the amount that supposedly cleared.  Therefore, whatever the enterprise rent-a-car stated is not acceptable in anyway.  I would like to reopen this case since I am still getting calls from the enterprise rent-a-car demanding me to pay $300.08 which must be collected from the insurance company. 
If you have any questions, please call me at 408-326-9783.
Thanks in advance, 
 
Regards,
[redacted]