ENTERPRISE RENT A CAR

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.[I have worked with [redacted] for around 25 years with no issues.  There were incidents during this time.  About 2.5 years ago I decided to start renting from Enterprise due to convenience of their location.  Enterprise has probably seen an average of $800.00 dollars per month during this time.  10K a year is a lot.  I am a contract employee of [redacted].  Their travel policy states that I am to waiver all extra insurance.  ]
Regards,
[redacted]

[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.]
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.   
[redacted],
Per our conversation, I am writing to inform you that my complaint has been resolved with Enterprise. Thank you for your assistance,[redacted]
Regards,
[redacted]

To Whom It May Concern;
We had a renter, [redacted], who rented with Enterprise in May of this year. He received a video speeding ticket for going 47 mph in a 35 mph zone. This was captured on camera. The original fine was $200.00. [redacted] has issued a charge back with his credit card company so I am unable to adjust this in any way until the dispute with the credit card company is resolved. Please advise what we can do to resolve the situation for our renter.
Thank you
Alexandra Z[redacted]
Supervisor Customer Service
###-###-####

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted]I am rejecting this response because:  It contains false information.  I never received a call from Enterprise regarding the closure of their claim.  My insurance agent called to let me know they closed the case (I had notified them as well), and I requested Enterprise contact me directly.  The Enterprise rep with whom my [redacted] agent spoke had declined to do so when she had requested Enterprise call me directly to close the case.  Also, the regional sales manager stated in his reply that I was told they concurred in writing with my statements (regarding the lack of due diligence and inability to claim damages on Enterprise's part, and the lack of liability on my part) - this is also totally inaccurate.  The letter from Enterprise states that they've decided not to pursue the damages I caused on their vehicle.  The difference here being, the regional sales manager states they investigated this info, came to the same conclusion, and stated this by phone and in writing.  The reality is Enterprise refused to communicate with me, and sent a letter which still directs undue liability toward me and also provides them the ability to pursue this claim again later on down the road. 
I do not feel this is resolved.  I need it in writing that I am not liable, and this was a mistake on their part.  They started this by putting false and fraudulent allegations in writing in the first place (the PA Attorney General's Office has made contact and is investigate my complaints of insurance fraud and also consumer protection regarding this matter – I’ll be updating both investigators handling the complaints this afternoon so they’re aware of the continued dishonesty).  Should Enterprise decide to attempt to hold me liable at a later date, such a letter admitting I was not liable would be necessary - the one they sent is useless and still indicates this company has a common business practice which is both deceptive and abusive to its customers.
Regards,[redacted]

The branch manager spoke with Ms. [redacted] and explained that they actually charged $50 plus taxes and that we would be refunding her $94.50.

Customer's $70 refund has been processed on 12/4/14.

We have researched claim [redacted] and found no previous damage marked on any rental agreement. In fact we have the customer who rented just before [redacted], and it clearly states "no damage". [redacted] had the vehicle for 19 days and did not return it back to an...

Enterprise branch for the walk around. We encourage all customers to return back to an Enterprise location so they can do the walk-around with an Enterprise representative. At this time we have investigated to see if the damage was marked on her signed contract or any previous contact, and found that all tickets were rented with "no damage" marked. At this time we are pursing [redacted] for the damages.

Is it possible to get the location of where you rented the car?  We don’t see that information.   Thanks, Jasmine M[redacted]Enterprise [redacted]Jasmine * M[redacted]Executive AssistantWashington,...

DC – Group 16[redacted]###-###-#### [redacted]

[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.]
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. 
Regards,
[redacted]

[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.]
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. 
Regards,
[redacted]

Better Business...

Bureau:
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 spoke with Jake and he was great  I also received a phone call from Sherri from Enterprise Holding who was following up and confirmed what Jake stated except Jake stated I had to pay a deposit and Sherri stated I did not as the rental is paid for and I would be paying a 135 dollar damage waiver.  that is the only inconsistant information .
 
Regards,
[redacted]

Thank you for the feedback regarding this customer’s recent rental experience. The Area Manager of the location has been in communication with the customer and a refund was processed for the amount in question. The customer was appreciative of the resolution and we consider the matter closed at...

this time.

Revdex.com:

size=2>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.
Risk management in Indiana--Since my rental chaos started in Indiana and continued to follow me to Virginia--States that they are unable to remove me from their "DNR" list or "Do not rent list". So if I were to need a rental in the future, I am going to be unable to do so (which is ridiculous because how I was treated in INDIANA). My care insurance deals exclusively with Enterprise Rent-A-Car, which is why I am having an issue from Virginia. I want to re-iterate how I am having my issue. I was served a rental car in Indiana from the Princeton, IN area. I had a terrible car accident when I was 18 years old. Enterprise gave me a rental per State Farm insurance. I then returned back to my apartment in Richmond, IN and continued to attend high school. I called enterprise every day for two weeks. They grew tired of my phone calls and stated "Don't worry Miss [redacted], WE WILL CALL YOU WHEN YOUR RENTAL IS NO LONGER COVERED BY YOUR INSURANCE." I stated to them, "Are you sure? I am a student and I do not have the money to pay for any surcharges or fees that may occur with the vehicle". They said, "Yes, trust that we will call you." I received no such call of the sort stating to return the car because the insurance WOULDN'T COVER IT ANY LONGER. Instead, I receive a call stating "Miss [redacted] YOU OWE $265.05". I felt sick to my stomach and said. "Excuse me? I told you I didn't have the money to pay the daily fee of the car, why didn't you call me?" They said, "Well you owe the amount and if you do not return the car, we will call the police." So It's okay for a company to go behind a consumers back and surcharge them and basically do what they had asked them not to do? This is how they intended to try to scam me out of money and it is not okay. I do NOT appreciate being taken advantage of. I have asked to be removed off of the "DNR" list but "RISK MANAGEMENT" told me that they "Are unable to do so unless I pay the owed balance". I said "How do I owe you that balance? Ma'am how would you like this to have happened to you and what would you do?" She said "I still can't take the balance off until it is paid". When I spoke to Kathleen she said that they would remove me from the list and they will not. TAKE ME OFF THE DNR LIST, PLEASE! REMOVE THE CHARGES ON MY NAME, AS I DO NOT OWE THEM.
Regards,
[redacted]

All renters are given the right to dispute claims. Our Damage Recovery Unit automatically checks prior contracts to see if prior damage had been noted, however, when disputed, Enterprise will contact renter back with findings. The DRU can be reached at ###-###-####. If it is found that the damages...

are preexisting, the deductible will be refunded to the customer and the claim will be dropped with his insurance company.

After reading the complaint I can see the frustration that the customer feels.  Unfortunately, there is another side to the story that she is not representing.  When the customer called us to inform us that the vehicle had been stolen, she informed us that it was her "partner" and that she...

would be able to retrieve the car from him.  At this point in time the customer had an outstanding balance which was roughly $180.  We spoke about how to report the car as stolen and that it would need to happen for us to be able to stop charges and create a claim stating that the vehicle was taken from renter to stop charges.  Customer came in to inform us that she is not having any luck reporting the vehicle stolen because it is a domestic dispute and the officers are unable to report it because it is her "partner".  She informed us, "the police cannot report the car for a month because it is considered a domestic dispute".  At this time we informed her that we have to go through our process of reporting the vehicle, but this process takes time and also requires a stolen vehicle report, but at that point we stopped the charges, closed the contract and began our retrieval process. The police report was created by Ontario Police Department from officer C [redacted] report number [redacted].       Ultimately, we did try to help the customer retrieve the vehicle, but it is lengthy process without a police report.  During the course of the rental, the customer did come into the office but we informed that she only needs to report the vehicle as stolen and we would be able to stop charges from accruing and pursue her "partner" for any damages or issues to the vehicle.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below
It is true that Matt from Enterprise did call me concerning the matter.  He alleged that he reviewed the previous three rentals of this vehicle and found no indication that the damage occurred during those previous rental periods.  He alleged that because no rust had formed that the damage was very recent.  It is my contention that unless someone viewed this tall vehicle from a ladder or lift that the damage to the roof would not be visible.  He is saying that because Enterprise noticed it when I turned the vehicle in, that it must be my fault.  Despite being told that the vehicle was driven five times from Fishers to downtown Indianapolis, parked in a surface lot immediately adjacent to and in view of my office, and then driven back to Fishers and parked in a garage, Matt could only say that something happened to the roof of that vehicle and that I had caused it.
He is basically calling me a liar.  I told him that I do not lie and that I would readily assume responsibility had I damaged the vehicle.  Obviously, someone else tried to see what he could get away with and succeeded.  This is an affront to my personal integrity.  Can Enterprise show me date and time-stamped overhead security camera photos taken of this vehicle and showing no damage right before I picked it up on 9-11-16?  I would welcome seeing it.  Further, had I been trying to hide damage, I certainly would not have parked the vehicle right in front of the building where the roof could be better viewed!  
It is my firm belief that Enterprise is trying to recover the cost of previous damage to this vehicle from an innocent individual who conveniently happens to have insurance.  I have searched the Internet for similar complaints from other individuals about this practice and found many.   I will never do business with this company again after being treated in this manner, but I am sure that Enterprise does not care at all about the loss of one individual customer.
Yes, I contacted my insurance company at the outset of this fiasco and informed the company of my position.
Regards,
[redacted]

Customer has been contacted and is on the Do Not Rent list due to an unpaid balance from a damage claim done to one of our vehicles. We are currently trying to work with our DRU and Risk Dept. to...

make sure we get this cleared up.
 %3

I have been a long time enterprise customer, and these guys have always been my first go to choice. I have never experienced any issue and have often received good upgrade packages, so thus far I was a very happy customer. However, I must say that the issues I experienced on my short 4 day trip up state (NY) has me thinking twice about selecting enterprise ever again. What I experienced on this trip, and its full account is explained below.
1) Reservation day: July 6th 2016. I booked a full size car by visiting one of your locations in Woodbridge Virginia, 14455 Potomac Mills Road. I was assisted by the nice young lady who said she can help me make the reservation. Whilst I was waiting I visited the enterprise website, and was checking to see what the current rates I should be expecting are. With the full size car, on the dates and location mentioned above, the online price was shown as 47.99 per day. While the young lady who was helping me finalize the registration on the counter, said that the full size car is going for actually $64 /day and she has been able to give me a (government) discount and now the rate will be 47 dollars. I thought this was weird, but since it was still in the budget that I wanted the rental car to be, I didn't cross question. Not a big deal, just thought it was unnecessary especially if you can see that I have been a frequent customer to the specific location.
2) Pick up date - July 7th 2016. I was given a Hyundai Sonata 2016, 17 k Miles. The car ended up throwing a check engine light on my way up to buffalo NY. I was half way through my way (somewhere in west VA) when this happened. A message appeared on the screen that read “A possible condition with your engine control system has been detected. Hyundai recommends a full system check when convenient. To schedule an appointment with a Hyundai dealer, say service link when asked to say the name of the service". I called the gentlemen with whom I did the walk around that morning. He gave me 2 options, a) I can either take it to any merchant dealers and they will be able to check for me what is wrong and if this is something serious and b) Take it to any Enterprise dealer in buffalo and swap the car out. Needless to say I chose option B.
3) Swap out day 1: July 8th 2016. I went to the closet enterprise location to my hotel. This was 9000 Niagara Falls Blvd, NY. Spoke to another nice young lady at the location, who verified that the check engine light is actually on. She then mentioned that there are no cars available for her to give me. No upgrade, no full size, no mini car, no cars available to give to me--period. She then mentioned that I should try other locations. I had to ASK her to do me a favor and call some of the three other locations and see if they even have any cars available for me to swap out with rather than wasting my vacation time running around. After speaking to 3 different locations, she was finally able to get a hold of another enterprise dealer who said they will have something available for me. This location was another 20 minutes further down from the same location , 9000 Niagara Falls Blvd. ( sorry don't remember the exact address). Once I got to this location, I spoke to a gentlemen on the counter who said they will be able to help me swap the car. The two options I had were "FIAT" and a "Mini Van". I mentioned that I am not keen on the idea of driving a minivan as my next stop is NYC. I only have 2 people in the car w/ no luggage and it'd be a hassle for me to drive a big car in the city and also compensate on the gas mileage. I politely declined the request and asked if they can help me get something by Saturday Morning. I was in Buffalo City until Saturday morning and on my way out to the NYC, I can pick up another car, which mean they have almost 24 hours to find me a car available. The gentleman took my cell phone number and name, and said I will call you as soon as I have a car available. Needless to say No phone calls received.
4) Customer service: July 8th - 9th 2016 midnight: As scheduled, I was doing exactly what I wanted to do at midnight on my vacation-- talking to customer service. I had already spent about 2.5 hours going back and forth Enterprise location, waiting in line, discussion options with Enterprise that afternoon. Now I needed to spend another 30-40 minutes talking to customer service rep. Anyway. I spoke to a customer service representative, who said the first thing that should have happened is that I should have been told to call Road side assistance. Generally they generate a ticket and the issue is than handled of swapping out the car through them. He apologized for the inconvenience that I had experienced thus far and transferred my call to Road side assistance. There I spoke with Melie, who generated a ticket **SSN**, and said with this number she can help me find a replacement. She said my best bet would be to go to the airport, where I will have more options available and (almost) a guarantee that a car will be available. That being said. I agreed to go to the airport and drive a little extra as long as they can guarantee that a car will be available, however the timings of this location were only 11-2 and 4-5 p.m. I planned to leave the buffalo city by 8 A.M Saturday morning. That did not work out well. Melie, was able to find me a full size car by looking at the inventory online. It was the same location, 9000 Niagara Falls Blvd. She mentioned that it is midnight and I am seeing that they have a full size car available, which means by early morning their fleet will not change. She said she has generated an email for my swap and the location will be expecting me, and if for some reason they try to deny me a car I was to call melie and give the ticket number and take it from there. That location does not open until 9 am. So my plan to leave buffalo by 8 am was already ruined.
5) Swap day 2: July 9th 2016: I got to the location at 9:30. I walked in and saw that there were 7 people ahead of me, and only one counter available. I get that some days are busier than others, but I was really shocked to find out that the other employees were busy cleaning / washing the cars in the back rather than helping the customers up front. If you know that it'll be a busy day I'd have the cars prepped before 9 am, but that is my opinion. In any case, I spoke to another fine lady who was able to get all the paper work done, verify that yes they received an email from road side assistance and they will have something available for me. That something turned out to be another mini Van. This time a dodge Caravan. I tried to see if I can pay them for an upgrade to any other vehicle but they simply did not have anything available. I ended up sucking it up and took the van. The young lady was nice enough to give me the option to return the vehicle on Empty gas tank without any charge--Thank you. This vehicle appeared to be brand new, however did not have any bells and whistles. No Bluetooth audio capability, no USB jack. Yes I get that these features are not guaranteed and are luxury and I should not be expecting them but I only complain because of what happened after words. After leaving the city a little after 10:30 (instead of 8 am) 10 miles down the road I realize that the 12v, adapter does not appear to be working. So not that I do not have any audio capability in the vehicle I now have to drive 6.5 hours and make sure that my GPS does not die on me, since I cannot charge it. I don't think I need to express how hard it is to drive a vehicle in NYC (especially if you are not a resident) without a GPS device.
Last, and hopefully the least -- When I picked up the Sonata, I came home and added the vehicle to my EZ pass device. Now that I had to swap the vehicle out, I was unable to use the fast EZ pass lanes and wasted more time standing in the cash line. I know that sometimes errors happened, but what surprised me more was that I dealt with at least 3 different Enterprise locations, I spoke to two different customer service reps, but at the end of the day my whole 4 days of short vacation just became a pain. I wasted hours on my first day in Buffalo NY, I wasted hours the second day and ended up getting to NYC much later than I anticipated to be. I drove 6.5 hours to NYC and 4.5 hours from there to VA with no audio capability. Most of these states, NJ, MD, and VA have no hand held device laws, so I could only receive and make calls by making extra stops at Rest areas. All in all, I have never experienced such a thing. I am very disappointed that not one person was able to rectify the situation, or present better alternatives. I had been a loyal enterprise customer, but i'd think twice before ever reaching out or recommending someone else. Since my return to Virginia, I have then spoken to 3 different representatives at Enterprise Local office in Woodbridge. I filed a formal complaint against the corporate office with Enterprise and on I sent 2 emails, documenting in writing the issues I encountered. Every single of these employees, failed to resolve the problem. The local office never called me back or acknowledge my emails. I even spoke to THE manager on site. The only thing that has been done is that the enterprise customer service rep created a "formal complaint" ticket --and it has been more than 48 hours of that even still no call from anyone even at the head office.

Thank you for the feedback on [redacted]s rental from our Dulles Airport...

location.  The Area Manager of the location spoke to [redacted] and was able to do additional research on the damage in question.  After further research, there was no evidence to support that the damage was preexisting. The customer has filed a claim with her credit card company to cover the damage, so our claims department is working with the credit card company to resolve this claim.  We are hopeful to have this cased resolved in the near future.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:  Their story did not add up. It was made clear to me that they work in conjuction with [redacted] . There is clear and continuous business relationship exist between them . They have representative of [redacted] in their location that deals with their use vehicles or vehicles enterprise put out of service. This clearly affirmed principal and agency relationship. Acting as a principal was the only main reason enterprise found themselve in a situation to be responsible for providing me a duplicate title. They dont freely offered to help . It was only when I decided to visit customer resident they are forced to do the right thing. I made no threats to anyone in their premises. In-fact, the oposite is  true. The said employee [redacted] was the one making threats to me that if I visited their customer resident they will call police on me. I have a witness to collaborate my story because we visited the location together. I only visited the location twice. First meet with [redacted] and second meet to received my tittle from [redacted]. I only called based on the time line given. It is cleared that they are saying anything to escape liability or take responsibility. It is only when I voiced out to her I will get the lawyers involved she quickly offered help. However she never kept to her promise. She had me waiting for additional three weeks only to give broken promises. When I had enough, I walked to the corporate office and have a very responsible employee named [redacted] to help me. The second tittle given to me was never sign by the party alleged but rather their internal representative. Their response is fabricated and contain zero truth. The issue should be boiled down to one basic statement: Are they going to compensate me for time, expenses and risk assumed for their own negligence? I think thats the right thing to do
Regards,
[redacted]