ENTERPRISE RENT A CAR

I spoke to the customer and we have resolved the issue I had asked her to call Revdex.com in order to cancel claim, however it seems she did not or it was delayed

I entered an agreement to rent a car from Enterprise at this location as it was the closest to my homeI was given rates and told that a $deposit had to be given to rent a vehicleI agreed and was informed that the deposit would be refunded to me within twenty-four to forty-eight hours upon return of the vehicleI rented on 11/9/I returned the vehicle on 11/10/around 6:pm and was charged the extra day as I needed the car for longer than expectedAll requirements were met that Enterprise requestedI called on Monday 11/12/to verify that everything was in order and was told yes and that I should receive a refund of $since I had actually returned the car earlier than expected on the second dayAs of today 11/27/I have not received my refundI have called the Enterprise location I used and was told the refund was "released" on 11/12/at 7:amI have called the corporate customer service and was told the same and then given a different expected d

I made a reservation online at enterprise and received a confirmation number by e-mailWhen I arrived at the store I was informed that cars were not available and additional assistance or apology was not givenA car was reserved for military emergency leaveI was disappointed that the management did not care enough to assist when I had a confirmation numberWhile waiting on transportation to pick me up from the store, two customers approached the counter and received rental carsThe enterprise respresentative informed the customers that they were getting the cars from the local Greenville-Spartanburg Airport and it would be an additional mins in wait timeI was not given that optionI am truly disappointed in the unprofessional customer service I was given and dishonesty about rental car availabilityI hope no one, especially service members will ever have to encounter below average customer service in the future

[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 ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

To whom is may concern:
My name is Donald T*** and I have spoken to the customer and cleared up her issueI copied the customer on all of hte emails so that she could have it for her records
Thanks

Issue, back in July/August, I reserved a rental car for our vacation to Myrtle Beach September through 20thI did this through Costco, and reserved a minivan as we have a year old son in college who was joining us and little ones, and
Upon going to pick up our van, we were asked for utility bills or phone bills we were totally caught off guard by thisMy husband's phone is through work and so I provided the electronic version of our Nipsco bill and my Verizon Wireless bill
Then we were told the bills could not show a past due or amount owed over $100, after much back and forth, we had to leave your Valparaiso location with no rental and we were leaving in a few hoursIt was a horrendous experience and I am taking this as far as I can to have this rectified not just for myself but for EVERY hardworking like ours
I am so sorry that our bills show past due amounts, or that I didn't have a utility bill that showed a zero balanceI had to fight to win the home I owned out of foreclosure just years ago, I work full time as does my husband and when he is laid off we do our very best to keep our year in college and maintain our household for our family
We always pay our bills every month, but they are always late and I am okay with that, because we take care of our familyHow dare you judge me, or make assumptions on the amount of my bills, my credit worthiness or for that matter my integrity to payI had saved over $for our vacation and in addition had the monies to pay for our rental, so who cares about my bills? Thankfully, a local Avis was able to help us on short noticeWe were leaving for our vacation in just a few short hours, we were embarrassed, and put into a stressful situation, all while our and year old girls had to drive around with us while we figured this out
We had the money, more than enough money and the full paymentyet we aren't good enough to rent from you? Your company is a pathetic example of extortionistsI have submitted this to the various local news outlets and the Revdex.comI am the marketing director for a large local assisted living and I was appalled by your inquiryFurthermore, I went online and paid our cell bill in full $right there on the spot and your rep went back in my personal information on my phone and found that unacceptable as wellShe had no business to do so
I applaud those that have no bill balances over $or past due bills, but we are example of many families in the same boat
I am disgusted by this, we had a sense of security thinking our rental was in placeThe resort we stayed in at Myrtle Beach was more than happy to take my hard earned cash, as was Avis
Regards,
Melissa & *** ***

Here is our response for *** ***. Dear Revdex.com, Thank you for the feedback on the recent rental experience of Ms*** The Area Manager of the location has been in contact with the customer to discuss her most recent rental experience and to finalize the
rental charges An agreement was reached to discount a portion of the rental with a free day coupon and the customer would pay the remaining portion of the balance To date, we have not received final payment, but we will consider the case closed once the remaining portion is resolved. Sincerely, Shawn F*Enterprise HoldingsHuman Resources Manager

Good afternoon!
We appreciate the opportunity to re-address ***'s additional feedback
Our Area Manager spoke to *** over the phone to address his rejection response. Our initial response indicated to that we agreed that a proper inspection of his replacement vehicle was not done. Given the situation we indicated we are not pursuing him or his insurance company.
In conclusion, we are not holding *** or his insurance company liable. We closed the claim and have absorbed the cost of the repair
We again apologize for any inconvenience this has caused. Based on our Area Manager's conversation with *** and our indication in this response indicating we are not holding *** or his insurance company liable, we consider this case resolved
Regards,
*** ***, Regional Business Manager

Hi Brenda
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We have refund the customer there requested amount of I spoke to the customer and she has said this matter is closed
Thank you
Pablo M***
Desired Outcome/Settlement: Full refund if $171.63. Desired Settlement: Billing Adjustment

Good morning. I would like to apologize for the delay as we have been waiting to hear back from the
customer to try to resolve the matter before posting our response. We have made multiple attempts after initially speaking to the customer, but at this time it is probably best for us to submit our response. Below is our official response, so please let me know if there are any additional questions or concerns
“Thank you for your feedback regarding *** *** recent rental at Reagan Airport. The Area Manager of the location spoke to *** *** initially about her concerns regarding her October rental, which were centered around having to switch out of the rental vehicle three times. The Area Manager agreed to refund the rental due to the issues, but once he reviewed the customer’s rental agreement he found that the customer switched out of her vehicle several times during the September rental and did not switch out of the October rental. The Area Manager processed a full refund of the September rental and made multiple attempts to contact *** *** by phone and e-mail to clarify the details and inform her of the resolution, but has not heard back from the customer. We remain open to discuss the details of the situation further with *** ***, but after multiple attempts without a response we will consider the situation resolved at this time.”
Shawn *F*, PHR, SHHuman Resources Manager
###-###-####office
*** *** ***
*** ***Rockville, MD ***
enterpriseholdings.com

I went ahead a refunded the
customer’s credit cardThe customer should see the funds in his account once
his bank processes the transaction- Tom
*** (accountant)

To whom it may concern,
There was some confusion about what was posted to *** *** credit card as a sale and what was held as a pending transaction. Since he used a major credit card we did have an additional $held on his card for security which was released when he
returned the car on 3/13/15. Since it was just held (pending) that is why he did not see the refund post to his statement. *** *** had also miscalculated the rate and charges of his vehicle. He sent me his original reservation on 3/19/15. I spoke to him on 3/20/compared the reservation rates and ticket rates and outlined all the charges for him. Once I explained the charges in detail he understood the charges and also where he had miscalculated them. Due to the confusion of his credit card and also the miscalculations of the charges I did split the difference of the amount in question and refunded him $on 3/20/15. Please feel free to contact me with any additional questions
Sincerely,
Jenna S***
Area Rental Manager
Enterprise-Rent-A-Car
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My auto repair shop arranged for me to rent a car through Enterprise I met the Enterprise employee at the auto body to return the car The car, having only been driven between my job (in an open parking lot) and my home (with an treeless, open driveway) contained no scratches or dents other than those mentioned in the original rental agreement as preexisting The commute from my home to my job is minutes and does not involve a highway After accepting the car (but never looking over the car with me), Enterprise later called me to state that there was a series of scratches on the car After weeks of back-and-forth, State Farm just paid for the claim, even though I did NOT cause those scratches The scratches were made AFTER I returned the car I have heard that it is Enterprise's general practice to bilk insurance companies in this manner

[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 ***, and find that this resolution is satisfactory to me.
Regards,
Angela Greene

[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: ***
I am rejecting this response because: The facts are not accurate or not true at allIf *** *** is not the agent of enterprise rental car and they have no affiliation, why the new tittle given to me has no *** *** involvement? Legally their' statement that *** *** representative work with them at this branch location and the fact that they assumed the responsibility has created a principal and agent relationship on both this accountI refer them to the law of agency before they respond to my questionThey can obtain it from any Business college text bookI am asking them for a compromise or it will be a legal action
Regards,
*** ***

On March 23rd *** *** rented a
*** *** from the Paoli, PA location.
*** *** completed the rental agreement and documented that the car was
in good condition with no damage on the vehicle. Our records show that on Monday April 4th
*** *** *** notified
Enterprise that *** *** had returned the Enterprise
vehicle to their business and *** *** picked up his personal car from their
body shop on Sunday April 3rd
On April 4th an Enterprise representative went to
*** *** *** and inspected the vehicle on their lot and noticed that the
driver’s side front door and fender sustained damage. That same day the Branch Manager Chris T***
called *** *** at both phone numbers provided on the rental agreement and left
a message to contact Enterprise about the rental car condition and documented
the damage within the incident reporting process. On April 5, *** *** took
photos and completed an estimate for the damage in the amount of $702.20. Due to no response from *** *** our Damage
Recovery Unit mailed *** *** a letter on April 7, requesting a return call
regarding the claim
*** *** did contact our Damage Recovery Unit and expressed
concerns about the car being possibly damaged on ***’s lot. Our contract terms with *** *** states that
should the vehicle be returned to any location other than Enterprise, the
Renter is responsible for the condition of the car until an Enterprise employee
can inspect the vehicle. Due to the car
being returned to a non-Enterprise location and during non-business hours of
Enterprise there is a gap from the time *** *** returned and the time an
Enterprise representative was able to inspect the car, however, *** *** is
responsible for the care and condition during this time. *** *** had the car in his care for days
prior to returning to *** *** *** and it is also possible it occurred
prior to him returning to ***.
Enterprise has researched his concerns by reviewing the
vehicle history, *** ***’s contract terms, claim records, and we have
determined the claim to be valid. Enterprise
also has had his Insurance carrier *** review the claim and they determined it
to be valid. They paid the property
damage less his $deductibleEnterprise requests *** *** pays the $
balance owed to Enterprise for the damage

Dear Revdex.com,
As we stated earlier, and made clear to *** *** via phone as well as e-mail correspondence, he is not our customer. He is *** ***' customerEnterprise followed all proper and standard legal practices when we sold this vehicle to *** ***, a licensed dealer in ***, MD.
Sincerely,
*** ***

>The customer was contacted on July and August 13, and their concerns addressed. Thank you

Mrs***,
Thank you for contacting Enterprise about your recent experience. I apologize that your experience was not satisfactory. We want to make sure that our
customers receive the best service possible at all times. We take any issues with our service very seriously. I would like to talk to your personally about your recent rental experience. Please feel free to contact me directly at ***
Sincerely,
Harrison HP***
Area Manager Enterprise Rent A Car

Hello,
I have checked with our corporate accounting team and they have advised me actually both refunds were processed on December 23, Please check with the credit card company
Thank you
Alexandra Z***
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