Enterprise Rent-A-Car

Initial Business Response / [redacted] (1000, 5, 2015/05/26) */ I just left a message for the customer - XXX-XXX-XXXXIn my message I let Mrs [redacted] know that we needed hours to research her claim and that someone from my team would follow up with her by Thursday afternoon Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/05/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) This response holds no solution at this timeI look forward to communication with follas indicated by the noteIt is with frustration that the allegation took place over days ago now with no communication in regards, prior to even filing a complaint hereI am still in the dark whether or not the vehicle is okay or whether or not they are still trying to hold me responsibleThe communication has failed at this point with this company Final Business Response / [redacted] (4000, 9, 2015/05/28) */ I left another message for the customer and now sending her a emailWe are going to delete the claim from our system however I would like to explain why we are doing this Final Consumer Response / [redacted] (2000, 11, 2015/05/29) */ (The consumer indicated he/she ACCEPTED the response from the business.) Jimmy took the time to contact me twice by phone and once by e-mailWhen we finally spoke over the phone we had a nice conversation with a lot of detail pertaining to my complaintI feel that Jimmy put in the effort needed to settle this complaint and made things right for me; the customerI am pleased with this resolution and the care I was provided

The customer has been refunded the entire charge for the ancillary products that were purchased due to the confusion Thank You!

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 Still have not received my refund on my deposit to my account as of today 07/06/ Regards, [redacted]

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

The customer was disputing damage on his rentalHe was charged with the deductible, but did not authorize the chargeHe felt that the walk around process was quick, and the employee was not willing to mark anything on the contractI apologized and let him know that I will be refunding the deductible amountI also offered to set up a future rental for him and either a discount or give him a free upgrade [redacted] was extremely happy, and said he would absolutely give us another chance due to my conflict resolution and empathy to his situation [redacted] *** [redacted] [redacted] [redacted] [redacted]

Thank you for the opportunity to respond to the complaint filed by Mr [redacted] We sincerely apologize for the inconvenience We will be sending out $that can be used for future rentals with Alamo If you have any questions, please let me know Thanks! [redacted]

On behalf of Enterprise Car Sales, we are sorry to hear that you have encountered problems with the [redacted] cargo van you purchased July 19, Prior to your purchase, the van did go thru a certification process which a mechanic inspected the vehicle and regular maintenance was performed No problems with the steering or body were noted during the inspectionDepending on the current mileage of your vehicle, it appears the month / 12,mile limited powertrain warranty may be still in effectIf so, you can file a claim to determine if there is coverageIf you need assistance in submitting a claim or obtaining a service covered by this powertrain limited warranty please call [redacted] .Additionally, we do accept trade-ins and will gladly appraise your [redacted] cargo van to offer you the current value based on the current mileage and condition.We had no knowledge of any prior accident or damage to your vehicle and deny any claim of wrongdoing by EnterpriseAs mentioned in your statement, [redacted] began reporting an accident in December of which was months after your purchase dateThe accident, as reported by [redacted] , is to have occurred in and Enterprise was not in control or possession of the vehicle at that time[redacted]

Initial Business Response / [redacted] (1000, 17, 2015/08/18) */ We are refunding the difference back to the customers card. We will call the customer and let him know that it will reflect in 24 to 48 hours

We confirmed that the refund of $was processed to the card on file on June Customer was also removed from the collections list at that time

The customer was called and advised that Enterprise would gladly waive $of her rental charges in response to the miscommunication about the Toll Fees She was very happy with the outcome and the response and will be renting with Enterprise again

Very bad experienceReserved a compact SUV, got call asking me to confirm the reservation thirty minutes before I was to pick up vehicle only to tell me the vehicle wasn't availableThree hours later, called again to check progressAgent put me on hold for minutes before finally hung upCalled back, told the vehicle had just arrivedAsked for someone to come pick me up at a location five miles awayminutes later, agent finally shows upVehicle is dirty, smells like an ash tray and NOT the type of vehicle I had reservedThe next day I receive call asking how things are going with vehicleI relate problems and receive assurances that "we'll take care of this"Returned vehicle and assured that "next time will be better" and then no offer of ride back to auto shopThere will be no next timeThe staff in this location are very nice, but incompetentNot the first time I've had issues, although previously it wasn't this badWill not continue to do business with a company that fails to execute customer service as badly as this oneBeing polite is nice, but it is not a replacement for competence, especially when used without any sincerity behind it

After reviewing the claim, we have decided to close the claimA refund has been processedWe apologize for the inconvenience this has causedWe have been trying to follow up to review the closed claim but have only been able to leave a voicemailIf you have any further questions please
call.Thank You

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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 $within days. That was days ago. More lies
Regards,
*** ***

***,
My apologies...I left
you off my response last week
*** ***
Enterprise Rent A Car
Area Rental Manager
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From: ***, *** *
Sent: Thursday, August 03, 11:AM
To: ***
***
Cc: *** *** ** *** *** ** ***
Subject: FW: *** *** *** * ***
I spoke with Mr***…We
agreed his portion is $610.36, the repairs he is responsible for are
below. Please move the remaining balance to ERAC pay. Thank you!
Tell us why here

Revdex.com:
I have
reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
I was very happy with the personal call and attention given to this matter by EnterpriseI am thankful that they do have employees who actually listen to customers and work to resolve issues! I will use them in the future
Sincerely,
*** ***

We (Enterprise) investigated the details surrounding this claim and have decided not to pursue the renter for the damages found to the rental vehicle. I spoke with *** *** and informed him of our decision and he was happy that he was not responsible and that we looked into this matter
further. I told him we would be sending something in writing stating he is not responsible. He had no further question and this issue has been resolved

We were able to speak to the customer today (10/23) and advised him that we were not able to replicate the issue he experienced; however the vehicle was inspected and brought in for its regular maintenance. We resolved the matter with the customer to his satisfaction

Spoke with the renter’s daughter
and have processed the refund back onto the card
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Talked with customer on Friday 10/about the concerns he had and had refunded him the $that was collected and told him that I would gather previous documents to research any previous damage on the vehicleThe contracts were all marked with no damage. The vehicle was taken in for an
estimate which came back at $Called customer back 11/at 2:and let him know that we would still pursue for damages on the rental vehicle as there was no existing damage on the vehicle prior to him renting and there was hail that came thru the area during the time he was renting the vehicle

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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,
*** ***
Follow up***
11/11/I received a call from the general manager today and he was very helpfulI would like to close this complaint