Enterprise Rent-A-Car

Per our Area Manager, [redacted], we are refunding $100 to the customer and will close our file for damages.  We are no longer pursuing the customer for damages.

My insurance company reserved me a rental on 10/21/16 so I called to see when I could pick it up and the gentleman told me at 10 am which I spoke to him at 9 am. 30 minutes later a lady called and said the vehicle wouldn't be ready for 3 days. If that's so, how did my insurance company reserve it?

Please see attached business response.

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.I have attached the earnings report screenshot I emailed 3 enterprise employees on July 21.  Each of them conspired to lie about that evidence and used that lie to force me out of my vehicle on August 11.  The Enterprise Regional Manager has refused to address that fact.
I emailed the Enterprise Regional Manager additional evidence that the payment in question was actually made.  My pay statement of July 13 shows where the enterprise payment for the week in question concretely reduced the amount of the paycheck I received from [redacted] and thus confirmed what the earnings report screenshot also shows, that I made the enterprise payment and that if enterprise did not receive it it is because [redacted] withheld it from them, not because I withheld it from them.  And it confirms how outrageous it was for the enterprise employees to conspire to lie by saying they never received the email evidence (which I have sent confirmation of) I sent to them.  And it confirms how outrageous it was for the enterprise employees to force me out of my vehicle for which I paid every payment for for nearly six months (nearly $6,000 in total paid to them by me).  It confirms how outrageous it was for the enterprise employees to take away my only source of income for weeks now, which has caused me turmoil with my finances and housing already.
This is the July 13 pay statement I emailed to [redacted]:
 
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I did speak to [redacted] over the phone.  He refused to address the situation in an honest manner and instead dishonestly manipulated the phone conversation in a way that would diminished the harm caused to me by his employees and portrayed a dishonest picture of what was actually taking place in this situation.  So I requested that he correspond by email so that all communication can be clear concise and concrete.
I emailed [redacted] five emails on August 19, one on August 23, and one on August 26, none of which he responded to.  I have not heard from him in weeks.  If he did try to call me back another time in an attempt to do a 3-way with [redacted] I was probably busy moving my things out of my place because I have no money to pay rent or I was busy trying to figure out how to survive, or I was busy walking for miles to take care of every little thing because I have no money for the bus.
He seems to be eager to sit through a trial in a San Diego courthouse.
The longer he takes to return my security deposit and to give me a refund to compensate me for the harm caused by his employees the greater damage will be caused to me and the more likely enterprise will go through a costly lawsuit.
I have also emailed [redacted] several times requesting them to address the situation and confirm to Enterprise what my documents prove.  They have also refused to respond to the issue.
Regards,
[redacted]

[redacted],
 
We called and left a message for
the customer regarding the miscommunication and let them know that we are
refunding them.
 























[redacted]

Regional Rental Manager
San...

Diego
32FF


626-483-7817 cell
858-875-6464 fax

[redacted].[redacted]@erac.com

6330 Marindustry Dr.
San Diego, CA 92121
USA

enterprise.com

Tell us why here...

Reached
out twice now including a phone call Friday afternoon.  No response from
renters husband yet.
We have items that were
retrieved from the vehicle and will [redacted] out to customer today.
 
I will also reach out via email
and phone again today.
 
[redacted]...


 
 
 




















 

[redacted]

Regional
Rental Manager
Los Angeles International Airport

310.649.5400 
[redacted] office
818.402.8648  cell
310.856.9100  fax

[redacted]

 
Tell us why here...

This letter is in response to the most recent letter submitted
by [redacted] relating to Revdex.com Complaint #[redacted].  [redacted]’s most
recent response does not provide any new information substantiating her claims
and we deny her allegations. We are not aware of any police report
substantiating her claims or suggesting that Enterprise violated any law.
 She did not attach a copy of any video supporting her claims. At no time
did we intimidate or threaten [redacted].   She continues to use the
threat of news media or lawsuits to demand exorbitant amounts of money, which
have no basis in law or fact. Please advise if you have any further questions.

Complaint: [redacted]
I am rejecting this response because:so now they are saying that I can never rent from them again and it didn't answer the question of the deposit I don't accept that because they are saying now I can never rent from them what kind of business practice is that? that's not customer satisfaction customer dissatisfaction so all this tells me is that he would have charged me a deposit on top of the 86 how am I in the wrong he is punishing me for his mistake I am not happy I deserve a car 
Sincerely,
[redacted]

Our Area Manager has spoken with our customer and confirmed he is not going to be charged for any fees or time related to this rental. Management is aware of the rental experience and will taken appropriate action to retrain employees and confirm our high expectations for vehicle cleanliness and a...

timely rental process.

This letter is in response to Revdex.com Complaint #[redacted] submitted
by [redacted] attempted to rent a vehicle from
Enterprise Rent-A-Car at [redacted] on March 24, 2017,
at which time she did not meet our standard rental qualifications.  After
she was...

unable to satisfy these qualifications, our branch employee explained
that we were unable to rent a vehicle to her. At that time, [redacted]
refused to leave our rental location.  At no time did we intimidate or
threaten the customer.  After the incident the customer has called us on
numerous occasions in which she harassed our employees, demanded extreme
amounts of money, and threated to go to news stations unless we paid her the
money she demanded. She has in writing demanded amounts from $8,385-
$13,000.  We have tried our best to resolve this situation on numerous
occasions with [redacted] but with no success.   We have served Mrs.
Carter with a letter instructing her to not contact our employees and have
considered this situation closed. Please advise if you have any further
questions.

I want to be reinstated to rent cars again. And want Enterprise to remove the 500.00 bogus deductible.

I spoke to Marissa C[redacted] Area Rental Manager who oversees the office that Ms. [redacted] rented from.  Marissa and the branch did a 3-way
call last Friday 12/30 with the customer and the credit card company.
After advising the credit card company to release the hold, they...

did. Marissa then called
[redacted] 1/5/17 just to make sure everything was straightened out with the
charges and she said it was.  This case should be closed

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]

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]

We have contacted MR. [redacted] and have arranged to get him his $50 gift card. We had originally ordered the gift card but after repeated efforts to reach Mr. [redacted] we retuned the gift card

We have re-reviewed the claim, dropped all related charges, and apologized to our customer for how this was handled. At this time, our customer is satisfied with the outcome and will come back to rent with us again.

We refunded
the customer the discrepancy and he was happy with how it was resolved

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]

This claim was paid in full on July 2nd.

Hi
[redacted],
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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]