Enterprise Rent-A-Car

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 have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below A person named D [redacted] just called today what he notes in our conversation is trueThat we both agree that the Centerville location did not FULLY inform us that they were filing a report, & taking that car to a repair shop nor did they notify us fully of what was going onAs a result of that we feel that these damages that they report & are charging us for are not Justified as we both agreed that the photos sent are not clear enough & in my opinion are suspiciousWe would like the bill eliminated based on the lack of proper protocol done by Enterprise in which both Dave and I agree it should have been handled differently & betterCenterville was facetious about how they handled this situationAs a customer I had every right to know what was going on we would not have left a car with damages of $or more without getting evidence for ourselves or our insurance company! We still refute that we damaged that car we did not damage that car we fill that Enterprise is taking advantage of a situation and they willingly and knowingly took a car to have it repaired without our knowledge and then came back trying to charge us for the repair We took our information and submitted it to the insurance company because we felt we needed an advocate on our side to investigate it thoroughly we have been waiting for a call from Enterprise for weeks it just came todayI verbally told dave today that we are educated people we would not have walked away from the rental place without taking proper protocol and steps to protect ourselvesourselves I honestly feel they are being dishonest in this claim that they have placed against usWe want the bill eliminated We made the person who rented the car to us on that Saturday note the damage to that car otherwise it would not have been on the car contract we had the car also has smoke damage! And Enterprise supposed to have a smoke-free policy I don't see them charging the previous customer for that! that car was not in good quality when it was given to us but nevertheless we did not put further damage to their car no one would walk away from the scene of an accident/ rental place et cetera without taking pictures or without getting a copy of the accident report those! things happened and we were not there for all we know they could have done something to that car because those photos who knows when they were taken? Enterprise handle this completely wrongWe would have done something totally different had we known this would have been the resultsIn the photo that car is missing paint there is no way we left that car on that property like thatIs that the photo that they took when they were already calling themselves fixing the car? why would you take a picture after starting repair as opposed to before? The photos are suspiciousBy the time we knew that there was an issue Enterprise fixed & re'rented the car & to me that even showed another higher level of dishonesty we want to bill eliminated if this can happen to us then it can happen any of your customersInstead of them having the car already repaired from the smoke and body damage that was already on there they rented to us and then decides to take the car to a repair shop To me that is very suspicious! They were aware of the damage to the car already but they did not take it to a repair shop immediately why did they wait until after we brought back our car I think it was because they were looking for unsuspecting customers to blame any damage on because I'm sure they did not leave the damage that was already on that car unfixed I'm sure they fixed the entire car who knows now because we don't even know where the car is Enterprise will not allow us to see it because it was already rented out again You can also call my sister for any other information that you may need Regards, [redacted]

After reviewing the claim that is under the name of [redacted] prior contracts were reviewed to make sure prior damage did not exist All three contract were clean and not marked with damage I also found that the claim was reported to *** Insurance, the renters carrier, who paid the claim on January 14th minus the soft costs which were written off and not charged to the customer I am assuming [redacted] conducted their own investigation If [redacted] felt their insured, Mrs [redacted] was not responsible for the damage the claim would have been denied.If you have any other questions, please let me know Thanks you!

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 how am I in the wrong he is punishing me for his mistake I am not happy I deserve a car Sincerely, [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]

Check cut in the amount of $and sent to customer [redacted] for the towing fees he incurredThe address is [redacted] * [redacted] ***# ***, [redacted] , [redacted] ***

This issue was resolved with the customer, I will reach out to him to see if there were any other concerns [redacted] *** [redacted] [redacted] [redacted] Tell us why here

Initial Business Response / [redacted] (1000, 5, 2015/09/14) */ ***- The home number attached to your rental agreement (XXX-XXX-XXXX) is out of serviceI left a message at XXX-XXX-XXXX to have you call [redacted] at XXX-XXX-XXXX The refund has been processed on our end on 6/15/Reference number: XXXXXXXXXXXXXXXXXXXXXXX As long as you have the same account number and just a new credit card number the amount is still refunded to the accountYou can call your bank with the reference number to verify the funds have been deposited Thanks, [redacted] Administrative Assistant Enterprise Holdings, INC Northern Colorado/Southern Wyoming Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/09/22) */ (The consumer indicated he/she ACCEPTED the response from the business.) The response given enabled me to get the $owed to meNo other phone calls were received other than by the accounting department I don't believe it good business practice to ignore voice mails and phone calls, but I will forgo that

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

We took care of $(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

I would like to Thank You for the feedback so that we can take this back to the team for training purposesA refund of $will be processed as the agreed upon request

This matter has been resolved After waiting about weeks I finally received a fundThe refund was less than what they stated it would be over the phone but they refunded me $ This is adequate to resolve the problem as I do not wish to waste any more time trying to get the last $65.Thank you for your attention to this matter

We have made a few attempts to follow up with the customer to resolve, at this time we have not heard back from the customer

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

Good Afternoon, I spoke to [redacted] and there were numerous errors on our end no just “taking care of it” I am going to personally make sure he is set up on his rental either Wed or Thursday this week He has my cell phone number and will call me when he has an appointment set with Service King Customer told me he was given options, but none were anything he wanted Furthermore, his last phone call to the reservation team they told him it would be a deposit which just sent him over the edge causing him to put in the Revdex.com complaint Thank you! [redacted] [redacted] Tell us why here

I talked to the customer about her complaintI will be refunding her rental and speaking to [redacted] about itShe is now completely satisfied and will return to Enterprise to rent in the future

The refund was processed and the customer is aware His complaints have been resolved

Good Afternoon, We went to Unicar today and got them to write us a check for it as they did not pay us previously We refunded the customer and I just called her to let her know, she was very happy and appreciative [redacted] Area Rental Manager Pasadena/San Gabriel [redacted] Tell us why here

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below Please provide a signature where I agreed that the Chrysler Pacifica, had no prior damageThe contract mentioned is for a Ford F-150, which was returned to you with no damageThe hail storm that came through our area, neither I or my family were home for itThe vehicle was with usWe were unaware of it until Enterprise mentioned it on returnI have asked repeatedly for a signed copy of where I agreed to the vehicles previous condition prior to me driving off the lot Regards, [redacted]

I am sorry for the delay in respondingOn 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 companyI did reach out to both the salesman Brian & the superintendent JasonBoth 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 necessaryI asked Jason the superintendent to give me a statement, I will forward it on to youThank you Heidi B [redacted]