ENTERPRISE RENT A CAR

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

We have left multiple messages for this customer to contact our Area Manager - Dave S [redacted] and so far we have had no response from the customerMessages were left on 8/and 8/Customer can reach Dave at #317-797-

Hello, I made a reservation with Enterprise for a rental July 7, 2017, and the confirmed cost including the fees and taxes (less a $discount) was $Upon arriving at the airport on July 21, 2017, the associate confirmed with me the insurance I had chosen which should have been laid out clearly in the reservationHe told me the total to be charged to my credit card and I was not surprised by the number since the refundable deposit usually doubles the costHowever, when I returned the vehicle at the end of my trip, I found out that the cost of the rental itself had climbed to $due to miscellaneous "insurance" fees that came out of nowhereWhen I told the person at the counter that there had to be some mistake he asked if I was accusing the other associate of tampering with the contract - which I do not want to do - but I'm left with the explanation that the insurance somehow doubled in price from the reservation to realityI do not feel that such a price change wa

I'm going to refund him $for a whole host of issues He said he didn't want a free upgrade, the vehicle was dirty, he wanted to dispute the coverage, he felt rushed (Saturday morning), and he expected to get his deposit back I apologized for everything, thanked him for his feedback, and told him I would take the feedback back to my team so we can get better I also told him if he ever needs anything in the future to ask for me directly and that I would take care of him personally with amazing service and a great deal He thanked me for being the first person from Enterprise to act like he wasn't just a crazy customer and that he looks forward to working with me again- JUSTIN F [redacted] (BRANCH MANAGER)

Our Regional Manager [redacted] spoke to ** [redacted] and offered free days toward a future rental ** [redacted] has agreed this would be a satisfactory resolution Sincerely, [redacted] Enterprise Rent-A-Car Market Place Harrisburg, PA

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] Complaint: [redacted] I am rejecting this response because: I told the caller I'm asking that more is done I was clear that an apoplogy was not enough because there were opportunities to make things right and clearI requested a full refund but will accept half of the refund because I had no choice but to keep the rental they gave me I'm not satisfied with only an apology and I said that yesterdayI could not remain on the line due to work but I'm sure the caller heard me Regards, [redacted]

I had spoken with [redacted] and agreed to refund $of his $deductible charged, while the claim was being investigatedLeaving only his original $security deposit on fileHis claim is currently being researched and no prior damages and have been identifiedI wrote to [redacted] that if after his insurance company and our Damage Recovery Unit investigate the matter his balance will be determinedIf the claim stands and he is deemed responsible, he will more than likely need to furnish the remaining balance of his deductibleIf it is determined that he is not responsible for the claim, as damage was found as pre existing or evidence of poor claim handling was proven, then we would immediately refund his remaining $depositOr if his insurance company satisfies the claim without a deductible being required by [redacted] ***, we would then refund his remaining $deposit Please let me know if any further information is needed Sincerely, [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 EnterpriseThank you for your assistance, [redacted] 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 I [redacted] , and find that this resolution would be satisfactory to me The business performed this action on November 8th, and I will consider this complaint resolvedThank you Regards, [redacted] ***

Unfortunately the insurance company terminated [redacted] ***'s rental while her vehicle was still being repaired [redacted] was made aware by the branch managerDue to comany policy, the renter is reposponsible for payment if a third party terminates a rental or doesn't pay for the full amountThe branch escalated the rental due to insufficient payment by the renter and 3rd partyThe vehicle was returned and [redacted] did pay the remaining balanceThe payment has been noted and documented in her file

There has been no contact with the customer after several attempts to reach out to him Voice mail has been left several times for the customer to call us so that we can clear this up and we have had no luck Pleass close this file

The customer rented a vehicle from Arlington, Virginia Unfortunately, I cannot help him with his issue The branch he rented from continues to say that they have nothing to do with the violation and corporate will have to look into it If this is the case, our corporate office in Saint Louis will need to give him a call

I MADE A RESERVATION WITH ENTERPRISE AND CALLED TO CONFIRM PICKUP FOR 4PM AT 1:PM AND WAS TOLD THAT I WOULD HAVE TO CALL BACK AGAIN AT 3:PM I SPOKE WITH [redacted] WHO HAD A TRMENDOUS LACK OF GOOD CUSTOMER SERVICE SKILLSSHE CONTINUOUSLY CUT ME OFF AND INFORMED ME THAT THEY WILL HAVE A VEHICLE AT 4PM WHEN I COME IN AT 2:43, I RECEIVED A CALLBACK FROM [redacted] STATING THAT THEY DO NOT HAVE ANY VEHICLES IN AND I SHOULD CALL OTHER STORES TO LOCATE ONE I ASKED WHY DO I HAVE TO CALL AROUND TO LOCATE A VEHICLE? SHE THEN STATED THAT SHE WILL ONLY GIVE ME THE NUMBER SHE WILL NOT CALL THEM I INFORMED HER THAT I WAS NOT PLEASED WITH HER LACK OF EMPATHY WITH THE SITUATION I HAD DROPPED OFF MY VEHICLE AT THE REPAIR SHOP EARLIER AND DID NOT HAVE A RIDE FROM WORK I TOLD HER THAT SHE HAD BEEN RUDE FROM OUR FIRST CONVERSATION AND SHE STATED THAT SHE WAS NOT AND WILL TRANSFER ME TO HER MANAGER THE MANAGER, [redacted] GOT ON THE PHONE AND I EXPLAINED THE SITUATION AND TOLD HER HOW R

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 years with no issues There were incidents during this time About years ago I decided to start renting from Enterprise due to convenience of their location Enterprise has probably seen an average of $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 meBUT, you need to watch out for this as Enterprise's facts are incorrectI have spoken to the issuing agency and they said it was "highly likely" that the ticket was not placed on the vehicle or blew-offI had already paid for all fees so that both parties would not continue to incur damagesI do wish to report that the agency that Enterprise utilized is unprofessional and rude - to the point of obnoxiousnessEnterprise should evaluate the services they use - I am not sure I will keep my business with them Regards, [redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because:I checked with my bank prior to canceling my card and filling a complaint with the Revdex.comAny refunds issued would still be processed regardless if a card is cancelledTherefore, if any refunds were issued they would appear on the applicable statementYour information is incorrect and is thus not validOn 12/I was asked to resubmit all of my documents once again to process another refund attempt by Allison via emailMy initial request for an refund was made 10/23/via phone conversation in which I sent the documents to [redacted] The fact that it has taken this long to process a refund is due to your organizations mis-management of my refund requestI have sent Allison a total of emails going back and forth until finally on 12/18/I was told I would have to start the process overA process that ranges from 7-days, to 12-days, to daysI have spoken to different individuals and today I receive a response that a check is to be mailed tomorrow which covers half of the refund requestMy email and telephone number are both on file, no correspondences have been received to even verify my current address 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]

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 itHe 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 customerYes, I contacted my insurance company at the outset of this fiasco and informed the company of my position Regards, [redacted] ***

On may 6th I got a quote from [redacted] I called Enterprise and was told that they could not match the price that I had to do It on line I reseved the car and purchased [redacted] rental insurance [redacted] I picked up the vehicle on May 28th They told me that I needed to initial for the insurance (The insurance that I bought and paid for through ***.) Once I returned a month later I realized they had charged me for their insurance To the tune of over $ The [redacted] insurance was and additional $ I tried calling the local manager, and the regional manager, but they were not available and did not return any calls I have full coverage insurance on all of my cars I do not need nor would I have signed had I realized what they were doing Bottom line is I called did what I was told and now enterprise is trying to charge me an additional $on top of my $rental bill

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 preexistingThe 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