ENTERPRISE RENT A CAR

Customers card has been refunded and the customer considers the matter closed

Dear Revdex.com, face="Calibri"> [redacted] did not purchase this vehicle ( [redacted] , last of vin [redacted] ) from Enterprise He is not a customer of ours Enterprise took this vehicle on trade from a Car Sales division customer, and we then sold it to [redacted] , who is a licensed dealer in [redacted] Maryland Our wholesale sale date to [redacted] was 12/19/at which time the title was properly reassigned to [redacted] [redacted] ’s claim that “Enterprise sold a vehicle to me through their third party contact” is simply not correct Once Enterprise researched the exact situation with [redacted] ’s title, Enterprise applied for a duplicate title at our own expense in an effort to help him with his title situation and gave the duplicate title to [redacted] on 4/15/ [redacted] could have done this also It is our understanding that the reason why [redacted] ’s title was voided was because he improperly put white-out on the title, which is why he could not properly register his vehicle While investigating [redacted] ’s claim of poor customer service on [redacted] ’s part, I found that [redacted] came into our office in [redacted] , MD at least different times [redacted] was very aggressive with [redacted] and with others in the office and at one point was verbally abusive towards her [redacted] ’s intent was to help [redacted] find a solution to his voided title, even though he was clearly not our customer Sincerely, [redacted] Enterprise Holdings Vice President of Fleet

[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]

This message is inaccurate The customer was not charged for DW We manually billed to Farm Bureau as notes stated They are paying for the coverage separately Notes state we were trying to communicate with customer for weeks with no response Ultimately, the ticket was closed by our accounting department I have left a voicemail for Ms***, but again have not received a call back- Dave S [redacted] (Area Manager) #317-797-

I have been a long time enterprise customer, and these guys have always been my first go to choiceI have never experienced any issue and have often received good upgrade packages, so thus far I was a very happy customerHowever, I must say that the issues I experienced on my short day trip up state (NY) has me thinking twice about selecting enterprise ever againWhat I experienced on this trip, and its full account is explained below1) Reservation day: July 6th I booked a full size car by visiting one of your locations in Woodbridge Virginia, Potomac Mills RoadI was assisted by the nice young lady who said she can help me make the reservationWhilst I was waiting I visited the enterprise website, and was checking to see what the current rates I should be expecting areWith the full size car, on the dates and location mentioned above, the online price was shown as per dayWhile the young lady who was helping me finalize the registration on the counter, said that the full size car is going for actually $/day and she has been able to give me a (government) discount and now the rate will be dollarsI thought this was weird, but since it was still in the budget that I wanted the rental car to be, I didn't cross questionNot a big deal, just thought it was unnecessary especially if you can see that I have been a frequent customer to the specific location2) Pick up date - July 7th I was given a Hyundai Sonata 2016, k MilesThe car ended up throwing a check engine light on my way up to buffalo NYI was half way through my way (somewhere in west VA) when this happenedA message appeared on the screen that read “A possible condition with your engine control system has been detectedHyundai recommends a full system check when convenientTo 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 morningHe gave me 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 outNeedless to say I chose option B3) Swap out day 1: July 8th I went to the closet enterprise location to my hotelThis was Niagara Falls Blvd, NYSpoke to another nice young lady at the location, who verified that the check engine light is actually onShe then mentioned that there are no cars available for her to give meNo upgrade, no full size, no mini car, no cars available to give to me--periodShe then mentioned that I should try other locationsI 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 aroundAfter speaking to different locations, she was finally able to get a hold of another enterprise dealer who said they will have something available for meThis location was another minutes further down from the same location , 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 carThe 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 NYCI only have 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 mileageI politely declined the request and asked if they can help me get something by Saturday MorningI 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 hours to find me a car availableThe gentleman took my cell phone number and name, and said I will call you as soon as I have a car availableNeedless to say No phone calls received4) Customer service: July 8th - 9th midnight: As scheduled, I was doing exactly what I wanted to do at midnight on my vacation-- talking to customer serviceI had already spent about hours going back and forth Enterprise location, waiting in line, discussion options with Enterprise that afternoonNow I needed to spend another 30-minutes talking to customer service repAnywayI 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 assistanceGenerally they generate a ticket and the issue is than handled of swapping out the car through themHe apologized for the inconvenience that I had experienced thus far and transferred my call to Road side assistanceThere I spoke with Melie, who generated a ticket **SSN**, and said with this number she can help me find a replacementShe 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 availableThat being saidI 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-and 4-p.mI planned to leave the buffalo city by A.M Saturday morningThat did not work out wellMelie, was able to find me a full size car by looking at the inventory onlineIt was the same location, Niagara Falls BlvdShe 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 changeShe 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 thereThat location does not open until amSo my plan to leave buffalo by am was already ruined5) Swap day 2: July 9th 2016: I got to the location at 9:I walked in and saw that there were people ahead of me, and only one counter availableI 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 frontIf you know that it'll be a busy day I'd have the cars prepped before am, but that is my opinionIn 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 meThat something turned out to be another mini VanThis time a dodge CaravanI tried to see if I can pay them for an upgrade to any other vehicle but they simply did not have anything availableI ended up sucking it up and took the vanThe young lady was nice enough to give me the option to return the vehicle on Empty gas tank without any charge--Thank youThis vehicle appeared to be brand new, however did not have any bells and whistlesNo Bluetooth audio capability, no USB jackYes 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 wordsAfter leaving the city a little after 10:(instead of am) miles down the road I realize that the 12v, adapter does not appear to be workingSo not that I do not have any audio capability in the vehicle I now have to drive hours and make sure that my GPS does not die on me, since I cannot charge itI 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 deviceLast, and hopefully the least -- When I picked up the Sonata, I came home and added the vehicle to my EZ pass deviceNow 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 lineI know that sometimes errors happened, but what surprised me more was that I dealt with at least different Enterprise locations, I spoke to two different customer service reps, but at the end of the day my whole days of short vacation just became a painI 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 beI drove hours to NYC and hours from there to VA with no audio capabilityMost 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 areasAll in all, I have never experienced such a thingI am very disappointed that not one person was able to rectify the situation, or present better alternativesI had been a loyal enterprise customer, but i'd think twice before ever reaching out or recommending someone elseSince my return to Virginia, I have then spoken to different representatives at Enterprise Local office in WoodbridgeI filed a formal complaint against the corporate office with Enterprise and on I sent emails, documenting in writing the issues I encounteredEvery single of these employees, failed to resolve the problemThe local office never called me back or acknowledge my emailsI even spoke to THE manager on siteThe only thing that has been done is that the enterprise customer service rep created a "formal complaint" ticket --and it has been more than hours of that even still no call from anyone even at the head office

RevDex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to meI 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 dollar damage waiver that is the only inconsistant information Regards, [redacted]

Dear Revdex.com, Our Area Manager, [redacted] ***, left two messages with MrHurowitz to try to resolve this complaint We have yet to hear back from him We would like to have the opportunity to resolve this complaint Sincerely, [redacted] [redacted] Enterprise Holdings

[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]

To Whom It May Concern; We had a renter, [redacted] , who rented with Enterprise in May of this yearHe received a video speeding ticket for going mph in a mph zoneThis was captured on cameraThe original fine was $ [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 resolvedPlease advise what we can do to resolve the situation for our renterThank you Alexandra Z [redacted] Supervisor Customer Service ###-###-####

The company stated that I will get a refund, as stated in the reservation, of $and only sent a refund of $due to hidden fees and charges
The refund was supposed to be $but I only received $This is due to a hidden charge for a Damage Protection Waiver and Roadside Protection which we did not include in the reservationI called the local office and they said that the personnel should have explained these charges to us before we signed but this was not mentioned nor the fee explainedIt also did not appear in the initial receipts that they gaveWe should have been made aware of this and not only be told about it at the end of the rental

I had the worst experience using this companyI rented a car for the weekend to take my family to *** floridaThe woman assisting me was extremely impersonal not only that she told me my rental was and swiped my debit cardAfter she swiped she confirmed that it was which was including the depositit was NOT communicated with me about a deposit and further more if she had of told me that up front I would not have swiped my debit I would have provided a credit cardAlso she did a half inspection on the car gave me the keys and went insideUpon turning the car on for myself the first thing I see is that the car needed an oil changeWhen I went to the door it took someone forever to come to the door because they had closed while she was doing my rentalThen she only sticks her head out the door to tell me that the car had just received an oil change and the sensor was not changedI communicated this with my love and he stated that was not acceptableHe then went t

The Enterprise rental contract does not declare how soon a client “should” be contacted when a change of condition occurs, only that a client will be held responsible if such change occurs while in the possession of named clientIn this case, *** *** was contacted day after his rental terminated, which is a more than acceptable lapse, due to the fact that *** *** returned the vehicle to a non-Enterprise location, and on a Sunday while our office was closedPer our contract, if a client returns the vehicle to a facility other than Enterprise, that client is responsible for the condition of the vehicle until an Enterprise representative has had the opportunity to check in the vehicle*** *** marked the vehicle as “damage-free” on his contract at the commencement of the rental, 3/A change of condition was noticed when we inspected the vehicle on 4/Additionally, multiple attempts to contact *** *** were made between 4/and 4/7, despite his claim that it was “a few weeks” before a claim was issued (see Desired Settlement).Photos of the damage are completed by the body shop at the time of repair estimate being writtenIn this case, the estimate was prepared and photos were taken on 4/05/16, which have been providedTime-stamped photos, however, will not be provided

I recently rented a vehicle from Enterprise June 12- The vehicle was not properly inspected before entering into agreement The AC vent in the rear of the vehicle was broken The vent would come out easily if it needed to be adjusted Enterprise was notified and agreed to refund my deposit They also charged an extra day for vehicle use I returned the vehicle in the time allowed now to incur further charges
Product_Or_Service: Rental Van

Airport Manager Lori B*** again spoke to *** *** on September 23, and reiterated that we will not close the file on the outstanding balance until it is
paid. We will be unable to rent a vehicle to the customer until that time
Please see previous complaint ID ***, timeline as follows:
- Received complaint from Revdex.com August 19,
- Response sent to Revdex.com August 26,
- Received from Revdex.com September 6, 2014: Customer has not submitted comments to response, this matter is assumed to be resolved
Sincerely,
Patricia D***
Enterprise Rent-A-Car
Administrative Headquarters - Harrisburg, PA

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.Apparently you did not clearly read the details of what has happened while renting a car and since I returned from my vacationThe amount due was paid a year and a half agoWhen I returned from my trip I contacted Alamo and they found that I was correct! When the payment was received in 2013 I was not taken off the list as I should have been, but now in 11/they did make the correctionI was told I'm off the "do not rent list" and that is was their mistakeIt was a clear processing error at AlamoThere is simply No reason that I should have been denied a carFurthermore for the series of mistakes and poor service I haven't been refunded the car rental expense that is due. As a valued customer this is seriously disappointing that I'm not offered a full refund and apology for the mistake as well as continued hassle Regards,*** ***

Before I rented this vehicle, the previous renter caused body damage to the vehicleWhen the vehicle was returned by the previous renter, Enterprise overlooked the body damage, and they rented the vehicle to meThe day after I rented it I noticed the body damage, and called Enterprise to have them make note of it and look at itThe gentleman assured me I did not need to bring the vehicle in for him to examine, and that he would note it on the account The vehicle has now been returnedEnterprise called called me the same day to talk about this body damage! I told them it should be noted in the account that I called the day after, as soon as I noticed these strange looking dents, to say they loaned me the car with damage to itThey had no record of the call(OF COURSE) Then without my permission, Enterprise charged my credit card $for the body work to fix the damageThis is credit card theft, misusing my information for their gainIt's fraud, and it's illegal! I demand

To Whom It May Concern,
On behalf of Enterprise Holdings, INCI would like to acknowledge receipt of this complaintI have contacted the issuing agency and confirmed that they do place a paper ticket on each car that has a parking violationThe renter has days to pay the ticket in
full or dispute with the agencyWhen the ticket was not paid timely the agency increased the fineThe issuing agency did not notify us, as the registered owner of the car, until NovemberThey did not even run a DMV check until late SeptemberThe parking ticket increased immediately upon the 31st day when it went unpaid by the renterThe penalties are assessed by the issuing agency and it has nothing to do with when the agency notified us of the ticketWe have already refunded our processing fee to this renterThe renter is liable for the parking ticket in fullPlease advise should you need anything further.Sincerely,
Alexandra Z***
Supervisor Customer Service
Enterprise Holdings, Inc###-###-#### Direct

Spoke
with customerApologized for miscommunication and
refunded the amount- Feteh *** (Branch Manager)

I have spoken to *** *** regarding the complaint to the Revdex.com and have decided to not pursue him for the damages to the vehicle. *** *** has decided to discontinue any claim of any type
of harassment and told me that it maybe was just a misperception of Dayna's friendly customer service. I have contacted the Damage Recovery Unit to shut down the claim and all issues has been resolved. Please let me know if there is anything else that I need to do with this matter. Thanks!
Matt D***
Area Rental Manager

I have reached out to the customer to let them know what the outcome was with the citations department. The refund has been processed as of today, I was informed prior that the refund was done, but there was a delay. This has been resolved