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Enterprise Rent-A-Car

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Enterprise Rent-A-Car Reviews (723)

Review: I rented a van in November, and upon the return, the manager said I must pay to replace the windshield because of a tiny snowflake crack that we could have never seen upon the initial inspection. I recently discovered that this $339 charge for the new windshield is shown as a negative event on my credit report.This manager was absolutely rude and irrational. I rent cars every week, traveling throughout the West United States for my work, as I have done for the past 15 years, and I have NEVER been asked to pay for such a minor repair.Furthermore, I am shocked that they would replace the windshield for what is only a small repair. It seems this business is exploiting customers to pay for their operational expenses.Desired Settlement: Void these charges altogether and see that the collections are removed from my credit report.

Business

Response:

Dear [redacted] of the San Diego Revdex.com, In reference to the Revdex.com Complaint # [redacted] did rent a van back in November. Upon the rental return, an inspection was performed and we made Mr. [redacted] aware that a star was in the windshield in the driver’s view that was not previously there. I personally apologized to Mr. [redacted] that the damaged occurred but went on to explain that when there is a star in the driver’s view, the windshield can only be replaced, not repaired. He argued the same point that he has rented all over the nation and has never had to pay for what he considers “small damage”. I explained that that was irrelevant to the current issue and apologized again. He then became irate and told me “Go [redacted] yourself!” and slammed the office door and left the premise. “Rude and irrational” is an accurate description of Mr. [redacted] behavior, not mine. We replaced the glass and passed our cost on to Mr. [redacted]. We gave him ample opportunity to pay which he still continues to fight. He did finally offer $100 settlement to [redacted] Claims who is currently handling the case but we declined his offer because he is responsible for the full amount and now I believe [redacted] is entitled to an administrative fee as well. Upon payment of the claim in full, [redacted] will remove the derogatory on his credit. Sincerely, [redacted]General Manager

Review: I was sent to Enterprise to get a vehicle due to a collision. I picked up the vehicle and drove it for a week or so. I went out to vehicle during lunch and noticed a crack in windshield radiating outward from a rock chip in the lower corner of the glass. I took vehicle back to the office to see what procedure I needed to follow. I was told by an employee [redacted] I think was his name I would get an estimate of repair in the mail within a week. That then I would have the option of paying or using my insurance. After more than a week passed I called to find out status. I was told by [redacted] they did not do that. I asked how was I supposed to know how much I could expect to pay if they did not send me an estimate. She also told me windshield had already been repaired probably the next day. My question would be how do I know how long vehicle was out of service and how do I know if they aren't charging me for something I had no control over ie other damages?Desired Settlement: I don't think I should be held responsible for a broken windshield that could have been from a chip that happened prior to my rental that was not seen on inspection. Also they have a little piece of plastic with a circle on it . They say anything that fits in the circle is not charged to the customer. The rock chip the crack started from would have easily fit inside that circle.

Consumer

Response:

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,

Review: I am a long time customer of the company as a whole. I rented a vehicle from another branch for the day and returned it to this location ONE day later. My boyfriend and I looked around the car for any noticeable damages and pointed out a few to the gentleman that worked there before renting the vehicle. We were told that these small damages were too small to write down on the contract. I declined any insurance coverage from enterprise for damages. Upon returning the car I was told that I damaged the car and that they needed to file a report. The manager demanded that I pay a deductible to them and went from $500 down to $150.00 before leaving. The manager typed out a statement saying that I was unaware how the damage occurred. I refused to sign because I KNOW for sure it was there prior to me renting it. I immediately contacted the manager at the other facility and informed him that the small damage was, in fact, present prior to me renting it. I was told I would receive a call from him in a couple of days because he needed to talk to the area manager. Fast forward one month..in the mail I receive an invoice for 538.00. 146.00 in paint and 380 in labor. NO NEW PARTS needed.

BEWARE don't get scammed! Take pictures and document everything even if they refuse to write it down prior to renting a car. The customer service at this location from their manager was horrible and accusatory.Desired Settlement: I don't want to be charged for their dishonest practices. I am am appalled that they continue to scam their consumers.

Business

Response:

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.

Consumer

Response:

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,

Review: I rented a car from Enterprise Rent-a-Car in Anaheim on June 25 for a week. When I rented the vehicle, I was supposed to be charged $130 for the entire rental period. I had multiple problems with the vehicle and had to switch out the vehicle in Las Vegas after the car overheated. When I called the office, the representative advised me to keep driving and that the message would disappear. The temperature outside was 118 degrees and I had to drive to Las Vegas with no air conditioner. I was very frustrated at this point. When I talk to the representative and the manager at this rental location about the problems I encountered on my road trip, they refused to compensate me or listen to what I had to say. I contacted the Regional Sales Manager and have yet to hear from them when it has been over a month since I am trying to resolve this problem. Upon returning the vehicle, I was charged $205, and extra charge of $70 for adding my daughter to the vehicle that I was not aware of. I was using my daughter's credit card as a deposit and was told that the total amount charged to this credit card was $130. I was not informed about the extra $70 charge. The manager was very rude and I was not satisfied at all with the rental.Desired Settlement: I would like a refund in the full amount due to the hassle I went through and all of the inconvenience I encountered on my road trip.

Enterprise Rent-a-Car has not been helpful at all in trying to resolve this matter. I am very frustrated in how long it is taking to resolve this matter.

Business

Response:

Per our Area Manager, [redacted], he spoke with the customer to apologize for the mistake. We are refunding her credit card in full and she seemed happy with the resolution.

Consumer

Response:

]

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.

Regards,

Vehicle recovery and licensing fee? [redacted] fees hidden fees and straight up scams. Legal scammers. Will never ever go there again. Charged me $742 for a two week rental.

Review: On 8/9/14 I got a rental car from Enterprise compliments of ford due to my new vehicle being at the shop. When I picked up the rental vehicle my fiance and I inspected the vehicle along side a enterprise employee. We pointed out various locations on the vehicle where there was damage and the employee claimed any damage smaller that a set diameter measured with a card with a circle cut out was already documented in there records but it wouldn't be noted on the inspection report because only damage larger that the set diameter was noted. On 8/27/14 when we attempted to return the vehicle they claimed there was damage on the vehicle that wasn't there before. We explained to the manager that the damage was already there before we rented the car and that we had pointed it out on the walk around but she claimed no damage existed before and that they would be filing a change of condition claim through my insurance. We also spoke to the employee who had done the pre-rental inspection and she denied us ever mentioning the damage. The vehicle had various scratches along the side each one smaller than the set diameter individually as measured during the pre-inspection but on the return inspection they where considered one long scratch because the manager claims the scratches are supposedly connected through a barely visible dent that wasn't connected to the scratches. When we explained our situation to the manager she said she wasn't going to stand there and argue with us. She asked for the name of our insurance carrier, said Enterprise would be keeping the $100 deposit, that they would providing us with a ride to ford and that we would be hearing from them and my insurance.Desired Settlement: Get my $100 back, have them drop the unjust claim and have them fire or re train the employee that did the pre-rental inspection.

Business

Response:

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.

Review: Enterprise Rental Agreement #[redacted]. Enterprise Member #: [redacted] Summary:

I rented a compact sedan vehicle from enterprise [redacted] (Ocean Street) for 1-week. December 17th - December 24th. Originally I was supposed to return the vehicle to Long Beach on December 24th, but returned the Vehicle to Seal Beach, CA on the 24th. I contacted the Santa Cruz store to ask them if there would be any additional fees, they told me I was fine, there wouldn't be any additional charges. I contacted them on the 24th at 11am, right before I returned the vehicle to 12850 Seal Beach Boulevard, Seal Beach, CA.

Problem:

I was charged for two additional days. On my account statement, it shows the vehicle was returned on the 26th of December. Therefore, I was charged $33.43 each day for a total of $66.68 (+8.75% taxes) Since I am a platinum rewards member with Enterprise, I would have expected more.Desired Settlement: Refund for at least $66.68 + $5.83 = $72.51, I would greatly appreciate it, if I got a full refund for my entire rental which is $381.43

Business

Response:

My counterpart in Northern CA has called the customer and left messages several times with no response. We'd be happy to assist if the customer would like to call us back. Thank you!

Review: I called Enterprise to refund $10 extra charge, which should not happen, on car rental on 11/4/2015. They agreed to do that, but two months later, I did not see the refund. Try to contact the site 4760 Convoy St, San Diego, 92111, tel: [redacted], no one answering the call.Desired Settlement: refund extra charge

Business

Response:

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,

Area Rental Manager

Kearny Mesa/Miramar

Review: I rented a white Chrysler 200 on April 17th, 2015 and returned it on the 20th 2015. I rented it from [redacted] and when we first inspected the car we looked at the car but never looked at the car roof. When I returned it, I met [redacted] and he inspected the car and said everything was okay except for the top of the car. He said that there is a slight and very hard to see dents on the roof of the car and I have to pay for it.Since I was using my own insurance, he immediately demanded I pay for it. He quickly new that I had a 500 deductible and demanded I pay for it. When I first got the car I never looked at the roof of the car so I was shocked when he mentioned it. I told him that I never saw anything before and I still don't see anything. It might have been the lightening. I asked him if I could see the previous last ten customers to see if their was anyone that notated that in their rental agreement forms. He said he can share that with me but I need to call another number [redacted] to request that. He quickly charged my credit card the additional $500 without consulting any mechanics or getting an estimate of the damages. He never called the police for a police report and didn't seem interested in talking to me. When I called the [redacted] number I was told that they couldn't give me any information on the last 10 clients that rented the car because it was illegal. I asked them to hide the name and contact information but they declined. When I went back to the enterprise rent-a-car location I asked where the car was. The car wasn't in the parking lot. It could have been rented out to another customer. I asked about $500 charge and the so called damages but no one has contacted me. My main concern is my money being returned to me and also believe that this organization is still renting out the same car and doing the same thing to other customers.Desired Settlement: I would like full refund of my $500 back please.

Business

Response:

Per our Area Manager, [redacted]:

I spoke with [redacted] this morning and he walked me through his rental process. He was walked to the car by one of our representatives and initialed that there was no damage. He isn’t disputing the fact that there is damage on the car. He is concerned that we will not give him the information of our previous 10 renters. He was denied this request from the DRU and I reiterated our policy on 3rd party disclosure. He has been contacted by the DRU and given the amount of repair. I explained that this is the reason the vehicle was not on the lot at our Huntington Beach location when he returned. The car was in the shop at that time and not on rent to another customer. He is aware of our policies, but does not agree with us not giving him information on our previous renters. Thank you for your time and assistance with this complaint.

Review: I've rented cars before and decided to try this location for Enterprise. Overall, Enterprise seems legit, but the guy agent (Employee #[redacted]) who rented out the car to me on June 29, 2015, cheated me on the car insurance. As a doctor working at the hospital in Orange County, I just finished working with patients and drove in traffic to this location to pick up a rental for a month. When asked about insurance, my brother, who was with me, and I told Employee #[redacted] that our State Farm Insurance automatically covers the car rental so we do not need any insurance. Employee #[redacted] said not a problem and told me to initial where he circled on the paper. I do admit that I glanced over the paper, but after a long day of work in a hospital working with people who are sick or dying, trying to read fonts that are smaller than Time Romans 8 is quite a challenge. Perhaps this is how Enterprise tries to make the extra money.When we returned the car, we noticed that there was an extra charge of $969.88 on it for insurance and questioned it. They said we initialed where we wanted the insurance, and it was the same employee, Employee #[redacted]. When I told him about our initial discussions, he said he agreed. Soon later, he left the office and had his colleague handle the situation. As my brother was outside, he saw Employee #[redacted] quite nervous.The lady who worked there in the late afternoon shift with Employee #[redacted] on July 28, 2015, tried to help me with a 50% discount, so all in all, Employee #[redacted] from Enterprise in the 43 Auto Center Drive branch cheated me out of $484.94. Did I mention the car rental itself was $500?This is ridiculous and I want to help ensure that this 'bate and switch' doesn't happen again.Desired Settlement: As our State Farm Policy covers rental insurance, so it makes no sense why I would pay for the extra insurance on a rental car. With the receipt, you can see that Employee #[redacted] had circle where I was supposed to initial. The forms should also have larger fonts. We should have our full rental insurance refunded.

Consumer

Response:

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,

Review: I am filing this complaint on behalf of myself ([redacted]) and my sister ([redacted]s).My sister was visiting me at my residence in Orange County and rented car a car from the Enterprise Rent-A-Car Fullerton Branch on 2/21/2014. We used my credit card ([redacted]) to rent the car. The employee handling the transaction was named Olivia. When my credit card was charged I noted that I was overcharged by $61.83. My sister ([redacted]s) called the Enterprise location in Fullerton and spoke with Olivia on 3/7 at 9:15 a.m.; she confirmed that we were overcharged and let us know she would refund $61.83 that day to my American Express account. She stated that it would take "a few business days" for the transaction to complete. Having not received the refund, my sister ([redacted]s) called on 3/27 at 8:58 am and again spoke with Olivia; she informed us she had refunded the money on 3/7 and didn't know why we hadn't received it, but that she would check with her accountant and informed us she would definitely get the refund to us that day.My sister ([redacted]s) called and spoke with Olivia on 4/1 and she said she would make sure she took care of it that day and would call back. She hadn't called back withing several hours, so I ([redacted]) called back and spoke to an employee (Mark) at 2:24 pm. He said that Olivia was in a meeting and would call me back after. She never called back.I ([redacted]) do not carry a balance on my credit card but have waited to pay the charge until it is corrected. AMEX is now starting to charge me interest (so far in the amount of $2.74) because I haven't made a payment yet.Desired Settlement: I would like to be immediately refunded for the amount of $61.83 and would also like to be refunded an additional $2.74 for the interest I have been charged on my credit card for a total of $64.57.

Consumer

Response:

I am writing to resolve my complaint for ID [redacted]. My money was refunded after they received the complaint. Thank you very much!

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,

Business

Response:

Per our Area Manager, [redacted], we had already spoken to the customer and agreed to the proper refund. This matter is all handled.

Review: I was charged for a citation in san Francisco. I informed the branch I did not go to San Francisco (the mileage upon my return of the vehicle should prove that). There was a mix up with the car number on the key and the actual car. I explained this to the manager who said they couldnt help. I called the regional office three times with no response from them.Desired Settlement: I want the fee for the citation returned. Also because of no assistance from the branch or regional I should be compensated for my trouble.

Business

Response:

[redacted],

please refund $7.95 on Ticket 3LGVW2(credit card on file).

I Confirmed with citation department that she was charged $7.95 for going

through toll road on bay bridge in San Francisco. Spoke with customer & she

is aware.

thanks,

Consumer

Response:

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,

We generally rent from Enterprise Rent a Car in National City, CA every time we have to take my daughters car in to be serviced. This last time (3/18/2016) I was treated poorly. The customer service was awful. The female manager had a very bad attitude. She disclosed the issue that they were having with the contract between them and the car dealership as an explanation to me as to why we had to pay extra and why we were required to purchase their insurance. Wrong! my daughter has bumper to bumper/full coverage. There shouldn't have been anything extra. Certainly not the bad attitude or the humiliation that it caused.

Review: The rental car company did not provide me itemized billing, over charged, and did not return the over charged payment. I rented a vehicle for 2 days (8/14-8/16). When I returned the vehicle at night approximately 10 pm, they said that payment will be made tomorrow (8/17) after checking out the vehicle. A week later (8/24), I checked my credit card payment for the rental car through my credit card online service and I found it was over charged. I went to the company office (8/24) and asked return for over charged amount, but they did not accept my request. They recognized their over-charge for fueling, but did not return. Just they gave me a card written with 1/2 free fuel.Desired Settlement: I want to have a refund with cash for their over charge.

Business

Response:

Per our Manager, [redacted]:

I just spoke with [redacted] and apologized for the misunderstanding. We should have taken care of this for him at the time of return. I processed a full refund, $80.24, instead of the disputed amount $40.00 as a further apology. The request was to have the payment refunded in cash, but after speaking with the [redacted]’s they accepted that it would be better to be returned to the credit card on file. They are satisfied with the solution and will rent from us in the future.

Consumer

Response:

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,

Review: On 10/21/2013 we contacted Enterprise Rent a Car on Aeropuerto in San Juan Capistrano Ca. regarding renting a vehicle as my vehicle was involved in an accident that morning. We were advised by [redacted] the manager the rate would be $25 a day per the contracted rate with my insurance company. Enterprise took it upon themselves to not bill my insurance company and increase the amount to $45 per day as they other party insurance company State Farm Ins. did not have a contract with Enterprise. I was told it would be $25 a day and I had insurance coverage. Upon returning the vehicle I was advised they are billing $45 per day (we had the car along time since my car was totaled ) I was very upset they took my paper work and a couple of months later hit my credit card with a fee of $4100 again without telling me. I had asked for the original contract and they refused to provide it to me. This is utter theft on their part. Again they never even set up the billing with my insurance company.Desired Settlement: I expect a refund on my acct. asap. I have been paying interest on this charge.

Business

Response:

All,

Just

got off phone with [redacted]nd am working on it. She is happy with me so far and

I gave her an ETA of resolving by Thursday/ Friday because State Farm is

involved and I need to see if they will pay difference and if they don't I need

original copy of contract.

Review: In May '13 I rented a van from the Enterprise Rent-a-Car at the John Wayne Airport. The agent ([redacted]) performed the vehicle inspection and advised of no issues. When I returned the van, in a brightly lit alcove versus the darkened underground garage area from the pick-up, a new agent identified a dent in the rear bumper. The dent, equivalent to a silver dollar, was imperceptible unless observed from an angle. As I declined Enterprise insurance the agent attempted to collect my $1K insurance deductible, which I declined, and filed a damage report.On June 10th I received the claim request requesting payment of $647.56 as the dent became a replacement of the rear tail light and bumper pad. None of these issues were identified at drop-off as I took my own photos of the rear fender. The Device Recovery Unit (DRU), to whom the issue now resided, said I needed to dispute the claim with the branch. When contacting the branch, I was referred back to the DRU for escalation. After obtaining the branch manager's (Angie) office and mobile information I received no return phone calls after a month of attempts. The DRU, which I filed a dispute, responded on September 10th that they had been in contact with the branch and I remained liable. I asked the DRU to re-address with the branch.The DRU made no contact until December 26th when a new DRU specialist advised I still owed a balance. My emails and phone calls with the DRU have not been responded to, and I am now referred to a Collection agency. In the end the dent, which I dispute whether it existed prior to my renting, did not result in a rip, tear, puncture, or misalignment in the rear bumper. The photos provided by the DRU were not consistent with my photos, and the branch did not provide the vehicle history. I have been unable to find anyone that can reasonably assesses this issue as I have either unanswered messages from the branch or copies of the same claim report provided by the DRU. I want to resolve this claim but feel a $647.5Desired Settlement: Damage claim filed by Enterprise to be closed with no balance payment required, and any further treatment path by the collection agency to be ended so no adverse credit ratings occur.

Business

Response:

Hello,

Review: I returned the vehicle at 9:00 AM on Saturday morning. I was then charged for the entire day of Saturday -- regardless of the fact that they did not open until 9:00 AM and that they closed at 6:00 PM on Friday. This is completely unethical because they can charge someone else for the rental and have double income on the same day although I had no use from the vehicle. I was advised that even if I left the vehicle after hours on Friday I would have been charged for Saturday. I believe this is a fraudulent business practice. I could understand if I returned the vehicle later in the day but I returned it as soon as the store opened. There was only one person there so I had to wait behind someone else checking out and then wait for her to clear the account.Desired Settlement: I want to be refunded for the amount paid for Saturday. $26.50 plus tax.

Business

Response:

Per our Area Manager, [redacted], we refunded 1 day of rental back to Ms. [redacted].

Review: In November 2014, we rented a car from Enterprise. They are now claiming that we damaged the rental and are demanding payment. We contend that the car was damaged prior pickup and that we pointed out several areas where the car was scratched, dented and had paint damage. The day we picked up the car it was backed into a parking space. Behind the space is a couple feet of rock and a tall fence, making it impossible to get behind the car. After completing paperwork, we walked around the car with an agent to do the inspection. We pointed out 2-3 scratches, which their agent described as no big deal. I told her we didnt want to be held responsible since the car wasnt in perfect shape. She replied, holding up a piece of paper, that unless the damage was bigger than the ruler indicated on the paper that it didnt count.She did not at any time walk behind the car to inspect the rear bumper due to the way it was parked. So, we had the car about 3 weeks where it was parked in a garage or in the driveway of her place of employment. There were no incidents whatsoever. Upon returning the car, the manager insisted that we had damaged the car, was unprofessional, dismissive, raising her voice and had a great deal of attitude. She insisted that an odd reflection in the paint, with NO DAMAGE WHATSOEVER was proof. Ive never seen an employee in a situation behave like this. She changed her tone initially and started to argue with me that we had clearly wrecked the car and would be held responsible. We have pictures to prove that the car had a paint anomaly on the bumper, but that there was absolutely no physical damage. They claimed to have investigated the situation and that we had to pay. We engaged a lawyer, they didn't respond to him and have sent it to collections now after our insurance refused their claim of damage. Checking [redacted] reviews there are several other people that have had this exact experience with these dishonest thieves.Desired Settlement: We want the charges reversed and taken out of collections. We want letters written to the credit agencies if there is any impact to credit score whatsoever. In addition, we want the employee to write a letter of apology for her deplorable conduct and to be disciplined.

Business

Response:

According to our Risk Mgr., [redacted], the person filing complaint is Renter’s boyfriend. Technically he is not a party to rental contract but Renter did tell us to deal w/ him on the claim. This went through the dispute process and our Area Mgr., [redacted], spoke to him from my office. Here are [redacted]’s notes from the dispute: [redacted] called Renter’s boyfriend from my office. [redacted] now says car was backed against fence and could not see back bumper. [redacted] reminded him there is a flower bed between car park and driveway so ample room (4+ feet) to walk around car so it was not backed against a fence. [redacted] then tried to link damage to customer service issue. [redacted] made clear 2 separate issues, he wants Renter to be happy w/ service so if that was issue ([redacted] was not there and his version is different than what [redacted] was advised by branch), [redacted] would be willing to extend a free future day of rental to Renter, but damage is different issue completely. Renter had car several weeks and drove 500 miles. Not saying Renter caused damage, but there was a change in condition. [redacted] then made comments saying our employee was "too fat” to do proper check out. [redacted] advised [redacted] that we train checkout religiously and he spot checks; this is why Renter was given a damage evaluation and we saw damage at return. This is not minor damage - bumper was deformed due to severe impact. Removing bumper shows that. [redacted] tried again to connect customer service and damage issues, and [redacted] reiterated they are not the same. Renter will be held responsible for damage as we did due diligence and checked priors, etc. [redacted] then tried to deny checkout process, but [redacted] advised him that Renter admitted to using the damage evaluation at check out. [redacted] said he will think things over and may get legal advice and call [redacted] back next week to discuss. [redacted] has [redacted]’s cell#. Our Damage Recovery Unit filed a claim w/ Renter’s ins. Damages are under her deductible, so claim was denied. Renter told DRU over a month ago she was getting a lawyer but to date, there has been no rep letter. Since she refuses to pay, file was sent to collection 2/20/15.

Review: on 3/11 2016 at 8:05 am my wife [redacted] and myself rented a vehicle from this location, we asked for the $9.99 weekend special and were advised that was not available.? we then requested a compact unit, they told us that we get same price for compact but had to take mid size as they had no compact vehicles. upon us going to the vehicle the agent [redacted]. showed us unit and had my wife sign the agreement on in the parking lot, no disclosure of additional charges were given. I advised agent that we carry full coverage insurance and it will cover rental unit. he did not want to hear about it. we were already on a hurry trying to get to work on time. document was signed for $33.99 @ day the vehicle that the gave me under agreement # [redacted], had 3/4 of a tank of gas. on Saturday morning we returned at 8:30 am to return unit and they open at 9 am, the manager of store [redacted],. took keys and advised us that in order no to wait until they open at 9 he would check vehicle in and we could go we , did , come Monday an we checked the credit card used and it was charged for $77.38 ... my wife called and was advise that the up-charge was due to gas on unit ???, we trusted that the manager would be some one of trust. but it seems they just want to get as much money from each car as possible and do not disclose all information fully, my wife was not called to let her know that the charge was going to be the $77.38 ...Desired Settlement: better education of the personnel to fully disclose to consumers in regards to their up-charges from the amount stated of 33.99. , I expect a refund from the 77.38 charge to the card , a refund of $40.33

Business

Response:

Good

Morning [redacted],

I

spoke to the customer, she is extremely happy, I told her I would refund the

whole thing and she said she only wanted a refund of 25.0, I told her I wanted

to keep her as a customer for life and she said that by us making the call and

offering she was extremely happy with us.

Miscommunication

on when she returned, They came in early on a Saturday and I told them I would

take the keys and close it so they wouldn't have to wait. I dropped the ball

but learned from the mistake.

Thanks

Review: This is to notify the Revdex.com about Enterprise Rent a Car John Wayne Airport branch in Santa Ana, CA.My boyfriend and I had a day trip planned and we rented a car from the above mentioned business. When we arrived to there in our own car, one of their staff directed us to park at a parking spot which she pointed with her finger. When we asked if we can leave the car until we return, we were told "yes". Another staff who walked us to the rental car which was parked a couple cars down from my own car, clearly saw me taking stuff out of my car, putting them in the rental car and driving away (both my boyfriend and I) in the rental car. Neither of the two Enterprise employees (not to include their office staff) informed us that we are not allowed to leave our car in the Enterprise parking lot. We drove away from the city and we got a call from Enterprise that we will get towed if we do not move our car immediately. I asked that person to leave a note on our car and/or keep an eye on it to ensure we do not get a ticket or our car gets towed as we were an hour away from Enterprise which I was told "ok". We immediately came back in less than an hour, returned the rental car and noticed that I had got a parking ticket. Our anniversary plan was ruined and we had to pay $65 for ticket as well. I called today (12/2/13) at about 12:27 PM and asked another staff to mail me a receipt of the rental car in the hopes of disputing the ticket with the police department. I mentioned that I only have 21 days (from the day of the ticket) to dispute it. I politely asked for the same day mail which in response, the Enterprise employer rudely said "we will mail it WHEN WE CAN" and hung up the phone on me. My complaint is about Enterprise's 1. Lack of employee trainings which lead to misguiding us as customers, 2. Being rude and disrespectful over the phone to me. Enterprise employee's reckless behavior resulted in ruining our vacation, caused distress for us over the weekend, and made us have to pay for a traffic ticket.Desired Settlement: compensating for the traffic ticket ($65)compensating for their lack of customer service by offering 10 days of free rental car to be used whenever whereever.

Business

Response:

Good Afternoon Revdex.com,

We are responding to Revdex.com response ID [redacted]. We apologize for the delay and were under the impression the issue had been resolved since the Rental agreement was cancelled and the Customer was not charged for the rental.

Our Rental office is located on site at the Orange County Airport parking garage and personal parking is not allowed. However, we do allow temporary parking in our Return parking area while a Renter is picking up their Rental vehicle. After the Rental is picked up, personal vehicles must be vacated, as there is limited parking available which is reserved for our business operations.

The manager on duty states the Customer picked up their rental vehicle and left their personal vehicle in the return lane. He then contacted the Customer, apologized for the inconvenience and requested the Customer come back to move their personal vehicle. He told them if they could return within the hour, there would be no charge for the rental. The Customer responded by stating they would not be coming and the vehicle had better be there the next morning. He apologized again and informed the Customer that the vehicle will be towed within the next few hours. The Sheriff’s came down and ticketed the vehicle, but it was not towed. The Customer ended up returning to our office within one hour and thirty minutes of the phone call. The manager offered to waive the entire rental if they wanted to keep the rental vehicle, but the Customer refused and wanted the credit card hold released immediately. Their Rental agreement was then cancelled and nothing was charged to the Customer.

Our call center received a call from the Customer on 12/2/2013 ~ 12:38pm requesting a copy of the cancelled Rental agreement so she could dispute the parking ticket. The Call Center Representative confirmed the pickup time of 11/30/13 – 2:51 pm as the start pick up time with the Customer and asked the rep to falsify documents and change the pickup time to 3:00 pm. The rep responded stating she would not be able to do this. The Customer gave us the address to mail it to and noted that she only has 2 days to dispute the citation and it needs to be sent immediately. We located the original Rental Agreement and mailed it to the requested address.

We will not be honoring the Customer’s request for a free 10 day rental but would like to offer the Customer a future free 3-day weekend rental (Friday – Monday), up to a Fullsize* sedan anywhere in the United Statiesfor the inconvenience. Our Collision Damage Waiver, Personal Accident Insurance and Supplemental Liability can be purchased at its regular daily rate and any GPS or fueling charges are the responsibility of the renter. Should the Customer choose to accept this offer, we would like the best mailing address to send it to the Customer.

We will await confirmation from Revdex.com prior to sending anything out. Thank you for your feedback and we hope to hear from you soon. Please update the address on file to 4361 Birch Street, Newport Beach, CA 92660 for any future correspondence or respond to this email address.

*Advance reservation required. Valid at any local or airport rental branch in the United States. Optional damage waiver at $8.99/day up to Fullsize class and up to $26.99/day for Premium, luxury class, vans, trucks, sports utility and specialty cars are extra. Pertains to standard daily rates. Normal rental qualifications apply. Letter must be redeemed at time of rental. Pick up service subject to restrictions. Offer not valid on multiple rentals. Expires 1 year from the date of receiving.

Thank you,

Administrative Supervisor

SNA – John Wayne Airport

###-###-#### direct

###-###-#### cell

###-###-#### - Enterprise

###-###-#### - National

###-###-#### fax

[email protected]

EHI Administrative Offices

4361 Birch Street

Newport Beach, CA 92660

enterpriseholdings.com

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