Enterprise Rent-A-Car

I told him that I will be following up
with the branch and the employee as to make sure that this is not repeated.

We strive to make our deposit and rental requirements as transparent as possible. In reviewing this complaint, we have confirmed that all necessary information is posted on our website when making a reservation under the link "Renter Requirements" which is found on the right hand side of the page...

when on the "Review & Reserve" screen. Additionally, many of our non-airport renters are contacted via phone call before the rental to review the process and expectations. We will continue to improve our service and transparency on both our website and when training our employees. Thank you for your feedback.

I have contacted the cusomter and have agreed to refund the $31 to her credit card.

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 not received a response as the consumer is stating.  Please ask that the response be emailed to me so I can review.  [redacted]  Thank you

Hello Mr. [redacted], Can you please provide me with a little more information about this experience? I am having trouble locating your reservation. Where did you rent the vehicle from? Please let me know and I will be happy to assist.
Thank you, [redacted]

We have spoken to
[redacted] and apologized for the inconvenience, a full refund was processed for the rental.

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.  Payment has been received.  
Regards,
[redacted]

Alamo Rent A Car Damage Recovery Unit [redacted] Revdex.com – [redacted]   Re:  [redacted]               Alamo Rental A Car Claim Number:  [redacted]...

                                      We are in receipt of your email of May 23, 2016 in which Mr. [redacted] disputes responsibility for the damage caused to his rental vehicle.    This office handles damage claims for Alamo Rent A Car. We appreciate you giving us an opportunity to investigate this matter further.   Mr. Jacobs rented a 2015 Nissan Rogue on April 23, 2016 from the Alamo Rent A Car location at the Pittsburgh International Airport. Mr. [redacted] left the rental lot at 8:18pm and called our roadside service center at 8:50pm saying that the rental unit was smoking.     We brought Mr. [redacted] another rental and towed the Nissan Rogue back to our location. After inspecting the Nissan Rogue we discovered undercarriage damage, road debris and radiator damage. After repairing the radiator we discovered that the engine had seized due to overheating. Our unit suffered damage in the amount of $8653.05. As such we sent Mr. [redacted] a bill for the property damage.     The terms and conditions of Mr. [redacted]’ rental agreement (Section-6), specifically states “Renter accepts responsibility for damage to, loss or theft, of, Vehicle, Optional Accessories or any part or accessory…………….The Nissan Rogue was not damaged when Mr. [redacted] left our lot. And the damage occurred while he was operating the Nissan Rogue.   Therefore, we will continue to hold Mr. [redacted] responsible for the engine and radiator damage caused to our Nissan Rogue. Our claim remains unpaid.  We would appreciate an opportunity to discuss these fees directly with Mr. [redacted] and come to an amicable resolution.   Should you require any additional information, please do not hesitate to contact our office.     Sincerely, Tulsa Damage Recovery Unit ###-###-####

Initial Business Response /* (1000, 5, 2016/03/17) */
Hi [redacted],
I called the customer to inform her that we would be refunding her for the rental, she was involved in an accident in our car as well. We collected $500 for deductible, she also wants that refunded. I explained to her even though...

accident want her fault we collect deductible and that it is her insurance responsibility to collect on her behalf. She was advised from Geico not to pay deductible and that we were practicing unethical business practice.
I told her I would do my research in the morning follow up with DRU and get back with her on the deductible portion.
I'll keep you updated. -[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2016/03/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First of all I never said the words "unethical business practice" I said that I was advised that I should not have to pay the deductible by both my insurance rep, and and the responsible parties agent with Loya Caualty. The representative with Enterprise, Ms. [redacted] is attempting to provide a reduced refund which is not acceptable. Today I recontacted Loya Casualty, [redacted] direct line) and Geico which also confirmed that I should not have to pay the deductible that Loya Casualty has accepted full responsibility. My agent with Geico, whom was not available today is Paul Coffee, claim XXXXXXXXXXXXXXXX (XXX-XXX-XXXX) the rep that answered provided this info and confirmed that I should not be held responsible for paying the $500.00 deductible.
Ms. [redacted], The rep with Enterprise, was advised that I would not let this drop even if it meant hiring an attorney. I have done nothing to this company and feel I am being discriminated against for some reason? Maybe this is where the "unethical business practice" came into play - At this point actually sounds pretty precise of Enterprise Rent A Car!
I still request a full refund and I also request that Revdex.com contact: Loya Casualty, [redacted], Geico, [redacted] at Enterpise in Richlands, VA, the branch manager to investigate how this whole event has been handled.
Per Mr. [redacted] with the responsible parties insurance, Loya Casualty, advised me today they are ready to pay the claim and that he has sent all paperwork to Enterprise and contacted the damage recovery dept with the latest date being on XX-XX-XX to let them know they were ready to pay and what was needed and he was advised the claim was in "pending status" and the rep was unable to determine why. I also spoke with Damage Recovery with Enterprise, her name was [redacted], and she said they did not need anything else to process the claim????? No understandable reason provided during that phone conversation. Mr. [redacted] stated he does not know what they could need as he has sent them the paperwork. He also advised me that I could provide his info to you for contact purposes. I have also spoken and left each insurance rep's name and phone number with the Enterprise rep Ms. [redacted].
I do not feel that it is right that Enterprise is dragging their feet not providing the info for the claim to be paid and refusing to issue a FULL refund to me and taking a full rental agreement from my checking account when they KNEW the car was towed at the scene of the accident and that I was only in the car for apprx 10-15 minutes and was not at fault. Isn't this what insurance is purchased for accidents!
I would of agreed to pay the $500 deductible if I had been at fault and would of paid a full rental during my 2 week visit but the fact that no one cared at the time of the accident, obviously still doesn't care, and the manager whom I was told each time that I called didn't have the deciency to even return my call, see if I needed another car, NOTHING still have not spoken with him.
I am very disappointed at such a large company with many assets and wants to keep my money because someone is too "busy" to process this claim.
I would appreciate in the future for someone, meaning Ms. [redacted], not to put what I say into her own words or how she processed the conversation. I did let her know that I would continue to work with Revdex.com on this issue and that I am considering pursuing this to the end or when I get my FULL refund.
The accident occurred on 02/06/2016 an here it is 03/18/2016 and I still cannot get a refund. The only communication I have had is with Ms. [redacted] as the manager, regional office has yet to return my call. Enterprise is a large company with many assets and I am widow living on one income and quite frankly this is the worst business transaction and the most unprofessional employees, managers and on up the line that I have ever dealt with. They know they will be paid but I feel out of retaliation this is why they are taking so long. Acknowledgement has been sent to them by mail from Loya Casualty Insurance accepting responsibility to pay everything and they cannot get the info to the company to get paid but would rather hold my money than do their job. I will reiterate that I reported the accident to Enterprise and Geico immediately, obtained police report and left multiple messages with the employees at the Palm Springs location and each time I was told I had to speak with the manager (Seth) and he to this day has never called me. I was not offered another rental car, was hung up on and treated poorly during the ordeal.
I still request a full refund. Thank you for your help with this problem.
Final Consumer Response /* (4200, 11, 2016/03/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am still requesting a full refund not just the deductible. To date I have not received any refund and cannot accept anything but a FULL REFUND of $805.31 the exact amount that was taken from my bank account. Thank you
Final Business Response /* (4000, 13, 2016/03/23) */
Refunded deductible. Please close concern. Thanks, -[redacted]/ Area Manager

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.
I recently just faxed the paperwork on 9/11 and have not received a response yet. But once I receive my check I will be satisfied with the outcome of this process. 
Regards,
[redacted] [redacted]

The
customer and I just connected. After apologizing, she has my cell phone to keep in touch
going forward and I made sure her reservation at...

3269 for this coming Tuesday
was rental ready. In all, she made it very clear she only wants the wait times
fixed.
 
Thanks,


























 

[redacted]

Area Manager
Rent-A-Car Division

760-525-1767 cell

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

enterprise.com

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 recieved several voicemails on my home phone.  They told me they were going to credit my card with the remaining $59.99 within 5 days.  That was 10 days ago.  More lies.
Regards,
[redacted]

Per our Area Manager, [redacted], we can to a mutual agreement with [redacted]s and will be refunding $300 to her.

This
is handled.  Customer is aware we refunded $250 and will not pursue.
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[redacted] 
Area
Rental Manager
Anaheim
Resort District/
Orange/Buena
Park
Rent-A-Car
Division
*
[redacted]
[redacted]
[redacted]
[redacted]

Ms. [redacted],
After
reviewing your account with Enterprise we have decided to write off the billing
error week of $234.84. There is a
remaining balance owed on your rental vehicle of ($336.54). At this time we
will not be able to provide you with another rental vehicle with UBER...

unless
remaining balances are paid.
The
rental manager [redacted] informed you about the billing cycle error on
September 17th. See attachment "RE Enterprise/Uber Billing Error"
Enterprise informed you that we would bill UBER on September 21 for 2 weeks
(September 9-22nd) in which you responded back about the cost of the rental vehicle
and if you could purchase a vehicle thru Enterprise instead. We kept your UBER account
open without receiving the weekly payment thru this error which allowed you to
be able to still work and collect earnings with UBER during this time frame.
The invoice was sent to UBER on 9/22/16 in the amount of $492.33- the breakdown
is $257.49 for Sept 9-15th + $234.84 for Sept 16-22 ($257.49 - $22.65 credit
for the inconvenience = $234.84). UBER sends us an electronic fund
transfer (EFT) weekly for every invoice that is sent. UBER calculates how
much you work and deducts this amount from your paycheck. During that 2 week
time frame UBER sent us an EFT for $192.94 out of $492.33 that was billed
(Rental Agreement [redacted]). This left you with a remaining balance of
$299.39.
Attached
is an Accounts Receivable (AR) for your customer account. Highlighted in
the box are transactions for your account. A security deposit of $250 was
given up front before the UBER/Enterprise account was set up. The security deposit
has been used to cover a portion of the balance due ($336.54). There is still a
remaining balance of $86.54 that is owed to Enterprise.

Initial Business Response /* (1000, 11, 2015/09/22) */
The claim mentioned above for hail repair was supposed to be closed. Due to a miscommunication with the customer this did not happen. The file has since been closed and I have spoken with the customer. The customer is not going to be held...

financially responsible.

We wrote off the amount and it was approved last week. Left customer a message a message and waiting for a return call...

back

I am sorry for the delay in responding. On November 7th the President of the company David B[redacted] passed away.Due to his death we have been in the process of shutting down the company. I did reach out to both the salesman Brian & the superintendent Jason. Both acknowledged that what the...

homeowner said was true, but that it was on one document but not another, and in the end due to the water feature, the aerator would not be necessary. I asked Jason the superintendent to give me a statement, I will forward it on to you. Thank you Heidi B[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.
I spoke with the office at the beginning of the month about the [redacted] rate was told that it would be taken care of when the car would be dropped off. I never received a phone call and nobody ever came by my home.They fraudulently took money out of my account and overcharged me. And the resolution they want is for me to give more of my financial information to them. Why, So they can steal from me again? That isn't going to happen ! I will pay the rate that was verbally agreed to, and I will  pay in cash. But only when I'm refunded the money they already stole. I don't want anything for free. I just want what they agreed to and what I expected since no communication was initiated on their end.  They can't be trusted, all they did was give a false information and a completely untrue response to this complaint. And this company really needs to go under investigation for theft and illegal actions. They ran 10 different transactions separately and until my account was empty and card declined in a 2 day span, THEN made an invoice reflecting amount stolen from account. That is red flag!  THAT is blatant theft and fraudulent activity by Enterprise rental car.
Regards,
[redacted]