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]

This claim was paid in full on July 2nd.

Okay,
it may take a little while to get resolved, but for now the customer is
remaining on DNR.  Looks like they bought insurance through Priceline and
Priceline did not pay.  The DRU said the customer needs to reach out to
Priceline as to why they denied payment.  The...

customers say they have
documents showing that somebody told them to drop the claim but they didn't
know who it was from but believed it was a collections agency.  Regardless,
I'll keep you informed but just wanted to give you a heads up that it's a
little more in depth so may take a few days to get to the bottom of it.
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
Thanks [redacted]! Just keep me
updated on any new findings please J
 






















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From: [redacted],
[redacted] 
Sent: Friday, June 30, 2017 11:46 AM
To: [redacted], [redacted]
Cc: [redacted], [redacted]
Subject: RE: Revdex.com Complaints
 
[redacted],
we refunded the money for the prepaid rental to the customer and left her a
message letting her know.  We're also looking into the DNR status.  That's
a rental out of SFO.  Want to make sure what she said is accurate if we're
going to take her off DNR.

Spoke with customer and
processed $10 refund. Apologized to customer and they are now happy. Let me
know if you need anything else from me.
 
Regards,
 
[redacted]
Area Rental Manager
Kearny Mesa/Miramar

As the branch and the regional manager have explained, [redacted] had a billing error which resulted in your statement reflecting the payment to Enterprise but the actual amount of $233.73 was never deducted from your earnings for the week of 6/23-6/30. This left a balance owed to Enterprise for $233.73 plus an additional week because of no trip earnings. When your contract ended there were two outstanding weeks, one was paid for using your initial deposit and the other is still outstanding. An [redacted] representative has reached out to you multiple times to explain and rectify the situation but told us you have not responded to their attempts. We (Enterprise) have attempted to set a date for a conference call with all parties to facilitate a reconciliation and you are unwilling to do so. Your response today sounds like you may now be willing to set up a conference call so [redacted] will get new times from our [redacted] contact and attempt to reach you again today.
 
 
 


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enterprise.com

 

 
Tell us why here...

Initial Business Response /* (1000, 5, 2015/07/09) */
This hail dispute has been reviewed. According to the weather reports there was hail storms in the [redacted] area on and during the time frame of the rental. All of our vehicles are check before leaving the location. The contract you signed was...

marked with no hail damage on the vehicle. The contract states you are responsible for any damages and act of god. The vehicle returned with hail damage. Previous contracts have been reviewed. No hail was marked on previous contracts. You can get further information about the hail claim with our Damage Recover Unit. The vehicle was shopped immediately that day ([redacted]) and repaired within * days.
Claim #: [redacted]
DRU contact info: XXX-XXX-XXXX or email [redacted]
Hail Report Sites: [redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/07/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
When I received the vehicle I pointed out several dings in the vehicle and the manager said that no damage larger than a golf ball needed to be addressed. I did not drive through any hail. My credit card usage and phone gps show my location while I was in [redacted] which will show that I did not drive through any hail.
Final Business Response /* (4000, 9, 2015/07/21) */
The vehicle was rented just after [redacted] on [redacted] The customer's signed rental agreement had "NO" circled next to the word "HAIL" in the condition box, where the renter initialed his agreement to that noted condition. Mr. [redacted] acknowledges as well here in his dispute that there were only minor scuffs and scratches on the car at this time, and a small misalignment of the bumper cover.
Between [redacted] and [redacted] on that afternoon there were several reported hail events with grape+ sized hail in the part of the metro area south of the rental office (www.[redacted].org is the website used). Additionally, on [redacted] (night of return) starting at [redacted] there were several reported hail events with stones over [redacted] in diameter in the south/central part of the metro area. The renter stated they travelled south after picking up the rental and came from that direction (from [redacted] when they returned. It can be shown that the renter had the vehicle in his possession during widely reported severe weather conditions. Several news outlets can corroborate the weather claims - please see [redacted] which discusses the "hail up to two inches in diameter" and a tornado in the south metro area overnight on the [redacted]
The damage report was entered, upon check in of the vehicle by the same staff that rented it to Mr. [redacted], the next morning when our office opened. He is not being held responsible for the minor nicks and scratches that are considered normal wear and tear, nor for the displaced clip on the front bumper. The only loss for which we are pursuing Mr. [redacted] are the hail dents, just over [redacted] in damage. This damage is significant and readily visible. Both the rental branch's [redacted] as well as the Area [redacted] overseeing the Greater Denver area have been in communication with Mr. [redacted] and his significant other and relayed to them the same information contained here. It is our intention to continue to hold Mr. [redacted] liable for the damage on the rental car. Pictures of the damage and an itemized estimate will be provided to Mr. [redacted] at that time.

The refund has been processed and cut on March 25th.  Due to us having to switch programs, this refund will be issued via
check and will be sent to the address we have on file, listed below.
[redacted]
[redacted]
[redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and I did talk to the manager and the guy did say Enterprise would refund me but the refund has not happened as of 4/9/16 8am.
Regards,
[redacted]

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 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. Since filing complaint . I have been contacted by the business . They are willing to refund my deductible and have said they would send me a check for the amount not billed to my credit card. I think this is a satisfactory response to my complaint. I would like to thank Revdex.com for their efforts on my behalf. 
Regards,
[redacted]

We spoke to the customer and will not be pursing for damage.  The $500 charge for their deductible was refunded today.  [redacted]Area Rental Manager Enterprise Rent-A-Car Cell: [redacted]1South Bay/Mid-Cities Region[redacted]
[redacted]

0pt;">Talk to customer. The issue revolved around selling of protection and cost structure and asking about his insurance to value sell the use of ERAC protection. I am giving him my email address to take care of 2 days of a future rental at another ERAC her in the Antelope Valley. Customer is happy with this resolution.

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. In regards to my complaint, it has been resolved.
Regards,
[redacted]

I refunded the whole amount. 
[redacted]
[redacted]
[redacted]
[redacted]
...

This complaint has been resolved. There
was a mix up with the renters information. The $250.00 has been returned to the
customer, and we have formally apologized for the mistake.

Initial Business Response /* (1000, 6, 2015/10/26) */
Based on the most recent communication with [redacted] they have not explicitly refused to pay the entire rental car balance. They are waiting for information from the body shop to be processed before approving the final six days of rental. I...

reached out and have correspondence from the [redacted] adjustor just this morning, stating:
"We contacted the appraiser, who in turn contacted the shop, and is waiting on the shop to send invoices in order to handle and write up the final supplement. This was communicated to the consumer last week."
I have previously spoken with the consumer and assured him our corporate liaison who monitors the relationship with this insurance provider has been informed of the unsuccessful communication between the parties on his specific claim, and will be addressing any issues that may be uncovered.
The consumer's complaint is still ongoing with this third-party insurance company, and while it cannot be fully concluded at this moment, I have committed to him that the situation will be resolved with every effort to alleviate his concern.

I have no information on a vehicle rented to a [redacted]    could this be under another name and what office was it rented from? Nothing pulls up in my claims screen.  I would be more than happy to look in to it if I have additional information.  Thanks

Initial Business Response /* (1000, 10, 2015/12/01) */
The missing vehicle has since been returned as an overnight drop. We have waived all charges to the customer and he is satisfied with the resolution.
Initial Consumer Rebuttal /* (3000, 12, 2015/12/04) */
(The consumer indicated he/she DID...

NOT accept the response from the business.)
Good Afternoon [redacted],
It was nice to talk to you this afternoon at 12:30pm via your cell phone # XXX-XXX-XXXX.
I am glad that you will not be charging me for the rental period as car was returned damage free to you (we don't know who returned it or how it was returned) after I filed the police report with aurora police......
I am glad Mr. [redacted] called Aurora Police to report the car found in your aurora parking lot this Monday 11-30-2015.
As far as it goes now, it's a complete mystery to me how the car got stolen....you mentioned the car was also in the state of Arkansas???
I do need an acknowledgement and receipt that I owe you (enterprise holdings) nothing for rental date up until now and it's a complete wash, meaning you will not charge me and I owe $0.00.. I will call [redacted] and withdraw my claim with them as there should not be a charge to my credit card from Enterprise Holdings.
I do want to thank you for your efforts and cooperation into working with me by listening to my complaint, trying to act on my claim to make sure you get your rental vehicle back, which is what you got yesterday it looks like per Mr. [redacted]
I do want to assure you that I have lost trust and confidence in enterprise and any other car rental places you are associated with as my claim has not be handled in a timely/reasonable/fashionable/ and most efficient manner.
Thank you for acknowledging that you have received my complaint from the Revdex.com that was filed last week.
It is your company's option whether you pay me or not for unnecessary time wasted resolving my claim, but I hope it can prove to be meaningful in the future by the way of internal controls and knowing what is going on in the little shop that managers oversee to know exactly where the car is, who took the car, and who brought it back. It thinks it comes into play when I look at big companies and their reports and how they deal with their customers / consumers. The bigger the company is.. the harder it is to keep up with all of the little branch shops and to make sure they are following Enterprise Holding's mission and vision statement, as it proved to me at this point of time - pretty meaningful from the corporate culture. So I figured $500 would be fair to me from the time spend resolving my claim up until now (me being a retired individual), as company with billions in assets and inventory and $500 is just a drop of water in the ocean... but....I do feel that it is good to keep my Revdex.com claim unresolved / un-negotiated so the other consumers can reference my loss of time spend dealing with Enterprise Holdings when thinking whether to rent from you or go to next door neighbor for a more pleasant experience.
Feel free to contact me with any questions, but I think everything is pretty much covered.
Thanks, [redacted]

Initial Business Response /* (1000, 10, 2015/12/01) */
We absolutely value transparency in our charges and strive to clearly explain all rental charges up front and at the close of the contract.
In this case, there was a miscommunication and we have refunded the customer almost half of the out...

of pocket charges.
At this time, the customer is satisfied with the resolution and we will continue to improve on explaining the contract fully.
Initial Consumer Rebuttal /* (2000, 12, 2015/12/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)

We took care of $100.90 (20% off rental coupon) when Mr. [redacted] return, I personally help this customer when he returned.  I also emailed customer service escalations team same day for help applying points to his account as we don’t access to that.