Enterprise Rent-A-Car

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

Customer has been refunded for all coverage and notified.
[redacted]
Area Rental Manager
Anaheim Resort District/
Orange/Buena Park
Rent-A-Car Division
[redacted]

We have chosen to end our
business relationship with this renter due to the following;
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 have located our customer's glasses and returned them. We have also emphasized the need to thoroughly check in vehicles that return to identify lost and found items early and return them to our customers rapidly.

We have made a few attempts to follow up with the customer to resolve, at this time we have not heard back from the customer.

Per our Area Manager, [redacted] he spoke with the customer and has issued a refund.  He felt that the customer was happy with the resolution.  Thank you!

I
talked to customer and refunded 1 day.  It looks like there was some
confusion with his rental agreement at one of our accounts.  I apologized
for the delay with his refund and I sent him a receipt.  He was thankful
for me reaching out to him and will contact me if he has...

any questions. 
*
*
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]

I have left a message to for the customer to contact me to discuss the issue and try and find a resolution.

I want a free weekend of rental.

Per our Area Manager, [redacted], he spoke with the customer and informed her that we will not be pursuing the damages claim against her.  She seemed happy with that resolution.

From: [redacted] [redacted]Date: Thu, Dec 17, 2015 at 6:44 PMSubject: RE: You have a new message from the Revdex.com serving Western Pennsylvania regarding complaint #[redacted].To: [email protected] sent a check today  We can close this complaint as resolved.

We left messages for the customer and did receive a return call.  After speaking with the renter and understanding our customer satisfaction was not 100% we have agreed to refund her credit card $194.37.  She is completely satisfied.  Please let me know if you have any...

questions.  Thanks!

4 messages have been left for this customer and no call back….  

[redacted]  Area Manager Foothill Corridor [redacted]
[redacted]
[redacted]
[redacted] enterprise.com   Tell us why here...

I spoke to [redacted] who now
understands how the application process works in that her personal information
was filtered directly to the banks to whom she was submitted. I also reassured
her that none of her personal information that she filled out was stored on the
device in question. After...

the call she was fully aware of the finance company’s
requirement of more money down and assured me she would go back onto the Revdex.com
site and click that her issue was resolved.  
 























[redacted]

Regional Car Sales Manager

[redacted]
[redacted]
[redacted]
[redacted]

[redacted]
[redacted]
[redacted]
[redacted]


 
Tell us why here...

Initial Business Response /* (1000, 10, 2015/07/20) */
Our Area [redacted] has apologized to our customer and we have mailed a [redacted] check via [redacted] today [redacted] to compensate for the difference in costs.
Initial Consumer Rebuttal /* (2000, 12, 2015/07/30) */
(The consumer indicated he/she ACCEPTED...

the response from the business.)
Enterprise did resolve the issue bypaying off my rental cost for alternate vehicles

The Area Manager reached out to the customer and refunded him $961.95.

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]

Half of the rental was waived
for customer already.
 
Thanks,






[redacted] [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.  For your reference, details of the offer I reviewed appear below.
Still have not received my refund on my deposit to my account as of today 07/06/2015 
Regards,
[redacted]

Randall P[redacted] reached out to Mr. [redacted] on 12/2/16 at around 1:45pm.  Randall explained to the customer that 3 separate employees drove the car prior to him receiving it and none of them...

mentioned anything wrong with the car.  We picked the car up from the dealer (employee #1 drove it), we then cleaned it (employee #2 drove it), then a 3rd employee took the car to pick up Mr. [redacted] and drive him back to the rental branch where he completed his paperwork.  Mr. [redacted] then drove the car home.  It wasn't until 3 hours after taking the car, he called  to notify us of the damage.  Mr. [redacted] contacted the rental branch and said that he had hear d a noise, but didn't want to come in and switch out.  When he did come in, an Enterprise employee drove the car and immediately noticed something was wrong.  They then took it to the shop to get looked at.  Because this vehicle was driven prior to Mr. [redacted] renting the car by several people and no one noticed anything wrong, and the fact that Mr. [redacted] signed the rental agreement stating everything was ok, Mr. [redacted] will remain responsible.   Randal offered to waive Mr. [redacted]'s deductible owed for these damages.  He also stated that he would remove him from the Do Not Rent list, but Mr. [redacted] did not take Randall up on that offer.  Randall emailed the estimate and pictures over to Mr. [redacted] and the call ended.