Enterprise Rent-A-Car

Ms***,I apologize for the lack of follow upTo my knowledge the issue had been moved forward to our insurance company ***, and in that case would've been out of my controlI would be happy to assist you in speaking with *** if you are still seeking information

I have communicated with the customer and she will be receiving a refund for her desired amountRest assured, this is not a situation that should ever happen and the customer was very receptive in my ability to instill the importance and dedication of customer service with our businessShe has the
cell phone number of the area manager in case she needs anything else and will continue renting from the company if any rental needs arise

I
talked to customer and refunded day. It looks like there was some
confusion with his rental agreement at one of our accounts.
I apologized
for the delay with his refund and I sent him a receipt. He was thankful
for me reaching out to him and will contact me if he has any questions.
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After further review of complaint# ***, we have determined that our branch did not maintain the appropriate supporting documents to defend our previous decision. Therefore, we will be closing our claim down at this time. The $deductible payment has been refunded to Mr*** While our decision is not an acknowledgement that the damage did not occur during Mr***’ rental, we understand that the burden of proof rests on us to prove any claim for damages, and we are unable to meet that burden As always, our company remains committed to reaching fair and amicable resolutions to disputes over damage claims, and we always welcome the opportunity for a 3rdparty arbiter to weigh in on these matters when our customers are unhappy with our decision

All ancillary charges have been refunded to the customerI apologized for any miscommunication

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
Sincerely,
*** ***

Dear *** *** of the San Diego Revdex.com, In reference to the Revdex.com Complaint # ***, *** *** did rent a van back in November. Upon the rental return, an inspection was performed and we made Mr*** aware that a star was in the windshield in the driver’s view that was not
previously there. I personally apologized to Mr*** 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 againHe then became irate and told me “Go *** yourself!” and slammed the office door and left the premise“Rude and irrational” is an accurate description of Mr*** behavior, not mine We replaced the glass and passed our cost on to Mr***. We gave him ample opportunity to pay which he still continues to fight. He did finally offer $settlement to *** Claims who is currently handling the case but we declined his offer because he is responsible for the full amount and now I believe *** is entitled to an administrative fee as well. Upon payment of the claim in full, *** will remove the derogatory on his credit Sincerely, *** ***General Manager

Talked to Ms***. She is calling *** and *** at *** to discuss the billing of only days. I let her know that the first time we found out that *** was only paying days was after she returned the car. I let her know that we tried to get *** to pay more days and they
denied because they said she had work done that was not on the estimate. We only charged her credit card after *** said they weren't paying any additional days. Recommended she call *** and *** at *** to figure out why they did not pay for the extra days

Initial Business Response /* (1000, 6, 2015/10/27) */
The customer was contacted by a regional sales manager immediately after he was made aware of the complaintContact was maintained with the customer daily until the check arrived from StLouis via the US postal serviceThe feedback is
appreciated and will improve our process moving forward

*** reached out
to customer today and there has been a formal letter written to customer
letting him now he has been taken off collections (From *** ***)He
also has been refunded
Thank you!
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enterprise.com

Good
evening,
I
spoke to the customer and will be reimbursed for the amount she was
billed plus $200. Customer is happy with resolution. Thanks
***
***
Area
Rental Manager
South
Orange County
*** cell
*** fax
***@ehi.com

Spoke to customer and will issue
refund for amount she was charged. Customer happy with resolution and
will continue to do business with us in the future
*** ***
Area Rental Manager
South Orange County
562-881-6074 cell
949-272-4661 fax
***

Good
Morning ***,
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 waitI dropped the ball
but learned from the mistake
Thanks
*** ***
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*** *** ***
*** ***

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
Regards,
*** *** Good Morning first I received a random phone call from a person who identified his self from Enterprise yesterday he called from his cell phone the name registered was personal line anyway he said that his name was *** from enterprise and that he was calling about the complaint and wanted detailsHe asked me questions about the person who help me when we return the car. I told he that the person name was *** and he is the person who told me that I was not covered and need to purchase insurance and roadside assistanceI told him at that time my credit card will cover itBut I was caught between a rock and a hard place. I needed to rent the car in a hurryAfter I realized that I gave incorrect name of the person I called *** back because I found the person business card he gave me, because I told him that I was call my credit card company to let them know about this manner . The person name was Darnell, and at that time I told him that I do have the email receipt from enterpriseWe discussed the receipt and he told me that it did not make since to him period and that he would call me backHe claim that I disputed the entire amount "NO " I did not I explained to him after reviewing receipt that I don'tHe said that the amounts don't make since to him, and that he was not able to see in the other systemHe would call me back once he could review the other systemowe anything the credit card company refund me $and I paid in cash and on the credit card with which total the amount $that he claims I owe. There is too much to go over , I'm overwhelmed and I believed someone down there is cheating and taking peoples cash moneyHe said if I pay the $589.68 he would refund me $for the optional coverage, I told him that I would talk to my husband and that was before I found my receipt. I never agreed to want he is saying. I don't want them to contact me againi have my receipt and the charges from the credit card company If this needs to go to court so be itI told him I only disputed the charges from the options coverage for whatever reason credit card company refund $on 12/16/so it would be $minus the cash of $leaves a balance of $and if he was refunding $I don't owe anything but what happen to my cash I paid. Weeks had gone by and I was not able to follow up with Enterprise regarding the issue at hand I was month pregnant and hospitalized for a week and a half and lost my babyThe day I got discharges from the hospital I had to start prepare the next for my grandmother funeral. This is all about someone who stole from the company I dont wish for them to contact at all They need to find out who is stealing from the companyAttached you will find the receipt. Thank you *** WSent from my MetroPCS 4G Android device*** *** *** *** *** *** *** ** *** *** *** *** *** *** *** *** *** ***
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[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
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 received a full refund check
Regards,
*** ***

Revdex.com:
I have reviewed the response made by
the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.After going to the retail location multiple times, I received the same response (no indication of a charge), however a month later the charge had still not dropped and has posted to my credit cardThe manager at the 5th avenue location suggested I dispute the charge with my credit card company as there was nothing they could doThey could not figure out why the charge had not dropped off od my card.This turned into a months-long battle with Giant Eagle and my credit card company to get the charge removedI had to get in touch with the Giant Eagle legal counsel to obtain proof of payment to send to the credit card companyI was able to obtain a copy of the front of the check mailed to Enterprise, but not the backThe credit card company requested the copy of the back of the check, which I could not provideWithout this, they would not dispute the charge as they could not prove the check was deposited. It was at this point that Giant Eagle and Enterprise stopped returning my callsI had tried calling the 5th avenue Enterprise location, but I was only referred to the accountant, who never returned my calls.I ended up having to file a complaint with the Consumer Financial Protection Bureau against the credit card company to get the charge dropped off of my card (along with all of the fees and interest)This has become a massive inconvenience and I have spent over hours trying to get resolutionI should not have had to take the steps I took to get this charge reversed.I do not accept this response
Regards,
*** ***

The customer contacted me back
via emailI informed him that we have waived the young driver fee
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Thank you,
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Tell us why here

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

The Area Manager for *** ***, and *** locations reached out to the customer to apologize for the inconvenience. The apology was well receivedHe then processed a full refund for the total cost of the rental and depositThe team has been coached and trained on how to better
handle refunds, deposits, and communication with customers

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
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.
Regards,
*** ***