Enterprise Rent-A-Car

Initial Business Response /* (1000, 6, 2015/10/30) */
In an effort to be completely transparent with our claim process, we have provided our customer a copy of the repair invoice we have paid. The invoice includes a 15% discount from the vendor and we have passed on the full amount of that discount...

to our customer. We can state with confidence that we are not overcharging in any way to repair the damage.
Additionally, we have contacted our customer via email to offer any additional information related to the claim process or repairs, but we have not received a response.
As part of every claim process, we also review prior contracts and vehicle history to determine if damage is pre-existing. This review is ongoing and we have yet to identify any unrepaired pre-existing damage related to hail.

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.
Sincerely,
[redacted]

Hi- We spoke to the customer and
are not pursuing the damage.  Everything is resolved.

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Thanks,
[redacted]

Initial Business Response /* (1000, 5, 2015/05/26) */
I just left a message for the customer - XXX-XXX-XXXX. In my message I let Mrs. [redacted] know that we needed 72 hours to research her claim and that someone from my team would follow up with her by Thursday afternoon.
Initial Consumer...

Rebuttal /* (3000, 7, 2015/05/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This response holds no solution at this time. I look forward to communication with follow-up as indicated by the note. It is with frustration that the allegation took place over 7 days ago now with no communication in regards, prior to even filing a complaint here. I am still in the dark whether or not the vehicle is okay or whether or not they are still trying to hold me responsible. The communication has failed at this point with this company.
Final Business Response /* (4000, 9, 2015/05/28) */
I left another message for the customer and now sending her a email. We are going to delete the claim from our system however I would like to explain why we are doing this.
Final Consumer Response /* (2000, 11, 2015/05/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Jimmy took the time to contact me twice by phone and once by e-mail. When we finally spoke over the phone we had a nice conversation with a lot of detail pertaining to my complaint. I feel that Jimmy put in the effort needed to settle this complaint and made things right for me; the customer. I am pleased with this resolution and the care I was provided.

On May 23rd,
2016, Area Rental Manager, Darrin W[redacted] reached out to Mr. [redacted] 
At that time, Darrin apologized for the situation and
the shortage of vans on 5/15/16.  He also discussed the factors of one way
rentals and long term rentals, sometimes leaving branches short...

for the college
moving season.  At the conclusion of the call, Darrin let him know that he
would request the check to reimburse him for the rate difference of our
competitor.  He thanked him for calling and remedying
the situation. 
 
A
check has been issued in the amount of $21.65  to the Mr. [redacted]

I sent an email to the consumer in an attempt to resolve and have not heard back as of this morning.

Hi
[redacted],
I
spoke to the customer yesterday. I was able to supply our written
qualifications as well as address with the customer and the employees where
this all went wrong. The customer is happy with our resolution of better
training for employees.
Thanks.

...









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

Contacted and all is well. 
I asked [redacted] to shut the claim down   $490.00
Early am return agent doing job
but customer said they didn’t do it.  the sheet was written and manager
later entered the report and took the information incorrectly.  She felt a
bit...

attached by the agent.
 
Customer will be back and
sending coupons and email for future
Tell us why here...

In the interests of good customer service I will accept the offer  and forward Mr. [redacted] $200.00 next week.Dan B[redacted]

Better...

Business Bureau:
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, my name is [redacted]. My case number for Revdex.com is [redacted].I have received a message that the case is closed but my mother [redacted] did not agree to refund. I would like the case to be re open again. Thank you. 
Regards,
[redacted]

We have made attempts to try to speak with Mr. [redacted], but have only been able to leave a voicemail.  We apologize for this and I will be refunding the card on file.  [redacted], Regional Rental Manager- Los Angeles International Airport [redacted]

Complaint: [redacted]
I am rejecting this response because:I do not know if I have to pay another deposit I'd we do I'm right back where we started at 331 something, now if it's just a complete 86 dollars then I'll accept. 
Sincerely,
[redacted]

[redacted] Group Rental Manager, was in contact with the customer to discuss the complaint.  The customer is now satisfied that upper management called to discuss the claim.

After reviewing the circumstances about the claim we have decided to continue to pursue the customer for the damages. At the time of his initial return we discussed the damages with the customer and his responsibility to repair this. Customer admitted to towing with the truck but did not think that...

he had done anything that would damage the rear bumper. We reviewed his contract with him which showed no damages to the vehicle when he checked it out and also reviewed the 3 previous contracts which also showed no damage to the bumper area. The customer then asked to re-rent  the truck to go show someone else the damages. Customer returned later that day to return and had attempted to repair the damages himself. At that time we discussed that the we still needed to get this repaired professionally and that his attempts did not meet our standards. He then left again with the truck and attempted additional repairs. Upon the final return we once again addressed that the repairs did not meet to our standards and we would be sending this to be professionally repaired. Customer at that time said he would dispute it due to his feeling of the repairs being adequate. We have attempted to contact the customer since this claim was filed but he has not responded to our attempts to contact him.

Revdex.com:
I have reviewed the response made by the business in reference to my complaint ID [redacted], and find that there are a few things hat have been tweaked about my attitude on that day which is false. I simply walked out of the store with my child and waited for my mother to arrive with my credit card. So, these allegations are not tru. I do not feel like I was rude. I was simply standing up for myself and finding other alternatives hat were not made verabally to me as I rented my vehicle calling enterprise directly. I am a very blunt and detailed person and expect respect as I have always been respected at enterprise when I've need to rent a car. I do not know who [redacted] is and yes, I've been getting solicitation calls and did not know that enterprise had called me directly or I would've responded immidetely and with respect as I gave to enterprise on april 11, 2017 before I was declined a rent a car. And the reason why he decided to not rent me a car was bc I began documenting the charge he was giving me that was over two hindered plus making my credit card decline bc that is a high charge. I was not notified of a charge that would be made when I would be present at the store; the price of my rent a car was the only thing confirmed to me. The charge was going to be more than two hundred plus and I can prove that on my statement and I have also notified the Revdex.com of the exact amount enterprise charged me. I just got off the phone with [redacted] and spoke with him directly apologizing for what they though I was disrespectful about. And I was not disrespectful. I was standing up for myself and being humiliated for it and declined services for it. I recorded our phone call to give the Revdex.com proof that I have spoken to [redacted] about his email response to my complaint. Their allegations towards me are false and I have stood up and will continue to stand up for mussed and my daughter to the best of my ability and that goes for my family to.  
Regards,[redacted]
[redacted]

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]

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 resent my response to Enterprise - my records show it was sent 9/28/2015
Regards,
[redacted]

This has been resolved. He checked his account and saw that we did a
refund of 35.82. He is going to call the Revdex.com and notify them that we did take
care of this.Tell us why here...

[redacted] -
The individual that signed for the coverage on this contract also signed for
the coverage's on their previous contracts at this location.  The person
that is disputing the coverage's for this contract was not present when this
car was rented nor were they listed on...

the contract.  It is our
decision to honor the contract that our customer signed for and not waive the
fee's as requested by this 3rd party.
 
 
 









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[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 have reviewed the response made by the business in reference to complaint I[redacted] and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.Also while I appreciate the Businesses quick response to the complaint, they never did contact me to apologize or explain why there was a problem in the first place. I want to also Thank the Revdex.com for their quick handling of this matter when the business wasn't willing to work with me.
Regards,
[redacted]