ENTERPRISE RENT A CAR

The customer's $deductible has been refunded, and the branch has
left a voicemail for the customer

The Area Manager of this location has been in contact with *** *** by e-mail and is trying to schedule a time to discuss the situation further by phoneWe will provide an update once we are able to speak to the customer in further detail

After review and following up with Ms***, *** *** (*** adjuster), and the local branch in regards to this issue here are my findings. On
May 27th a large hail storm came through Bloomington and caused a number of vehicles to be damaged, including a number of our own fleet on rent and on our lots. Ms*** had her first rental car through *** (as a claimant) during this hail storm as her rental was from March the 18th through March the 30th. Upon return of the vehicle the local branch staff identified a change in the condition of the vehicle as hail damage was apparent upon return. Once the change of condition was identified Ms*** was made aware of the damage, walked to the car to be shown the damage (which I confirmed with her on my phone call this morning), and signed a report stating she had been shown the damage and it occurred while she had possession of the vehicle. We also took a copy of this report and her original contract and gave her a copy and filed one on our end (see attached document)
"I had these pictures assessed by a "trained eye": a mechanic with years of collision and body repair experienceThis mechanic said there were no visible damages, especially not something that they claimed would take nearly $to fix."
I called *** ***, Ms***'s *** adjuster, 4-14-at 8:52AM and asked if he remembered speaking to Ms*** in regards to this incident. He remembered speaking with her about the hail damage on the rental car stating, "He was not surprised the rental had hail damage as a large number of cars at IU and throughout Bloomington were affected by this storm. I am surprised *** the hail damage to her rental car was only $as some claims I am writing are as high as $4,000. I did mention to Ms*** hail damage at times can be hard to spot."
"When the mechanic called this business regarding his assessment and he mentioned that the insurance agent had already cleared the damage claim, the manager claimed he knew nothing about the insurance call."
I have followed up with the branch in regards to a mechanic calling regarding his assessment and the branch stated no one has called the office. Ms***, however, did receive another rental car through Enterprise for one more day (paid for by the body shop) as her vehicle was not completed on time as expected. Therefore, per our process, Ms*** returned the car on the 31st of March and once a PO was received from the body shop the local branch called Ms*** on her second rental. This phone call was to make Ms*** aware that the car checked in with no damage (as it was dropped at the body shop rather than returned to the local branch) and the final bill had been paid by the body shop for the extra day of rental needed past what the insurance company was paying. This phone call occurred on April 3rd and can be seen in our return car log
I left another voicemail with Ms*** and am waiting for her to call me back. This will be my 3rd attempt in trying to reach the customer in the last hours to make her aware of the above mentioned- Andrew *** (Area Rental Manager)

Dear; *** ***
We are in receipt of your email dated December 10, 2014, outlining the request from *** *** filed with your officeThis office handles damage claims for *** Rent A CarWe appreciate you giving us an opportunity to investigate this matter further.*** ***
rented a *** *** from our DCA Reagan Airport location on April 28, and returned it on April 29, *** *** returned the rental after business hours and when the vehicle was checked in damage was noted to the driver-side quarter panel area.My office issued *** *** a first notice of damage letter on April 30, and we issued our final repair billing to *** *** on May 16, We were advised by *** *** on June 12, that she denied responsibility for the damage caused to our rentalOur office did perform a vehicle history search and our investigation did not find this damage as being noted prior to *** ***'s rentalOur local manager left messages for *** *** on June 11, and 27th to discuss her concerns; however she failed to call backMy office issued *** *** a follow up letter on July 2, to let her know that we were holding her responsible for the damage to our rentalWe made follow up calls to *** *** to discuss our claim without success and on August 13, issued a final notice for payment to *** ***, giving her days to pay our claim or we would have no choice but place the claim wigth our collections agency*** *** continues to deny responsibility for this damage and our claim remains unpaidShould you have any additional questions, please contact our office at the number below.Sincerely,Frank LManager, Recovery Department

The staff here stole $out of my bank account after using my debit card to complete a car renting transactionI have already contacted my bank but it has been over a week now and I don’t have any type of refundI’m sure my bank will refund my money but I think I should get my money back for paying for their carThey denied charging my card for more money but it happened minutes after I left their officeThe staff member took my card inside while I was waiting on my car rental and I could not see what they were doing with itMy bank told me the card number, security code, and expiration date was used which means they wrote it down or took pictures of my card to use it after I left

***,
I understand we have played a few rounds of phone tag but I hope you are still as eager as I am to working together and getting a swift resolutionI am motivated to get you the necessary information regarding your concernEstablishing communication will allow me to pass
on several updates that I would like to relay to you regarding your claim that I think you will be pleased to hearThe last you spoke with my office, the claims process had just opened and you may have dated or incomplete informationI can be reached on the number listed on the voicemails given to youPlease expect additional attempts from me to connect with youLastly always feel free to try me anytime since we are here for you before, during and after the rental process.
Thank you,
Andrew B***

Bad customer service I called to speak to the manager and was on hold for minutesDidn't resolve my issues

[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: ***
I am rejecting this response because:
Since the business is claiming "multiply contact attempts" was made to me during 4/to 4/Please show me the evidence----I never saw a single missed phone call or an email or a letterAlso, I found it hard to believe that Enterprise does NOT have a set amount of time, such as or hours to contact a customer for a rental damageAgain, how difficult it is to provide the customer the standard procedure for such claims, how the photo should be taken (without a time stamp---really, how do you prove it happened in their possession then?), how soon should the customer be contacted and in which ways? I repeat----I never received a single phone call until I got a claim letter to begin to contact Enterprise regarding the damageThe only contact I got during 4/to 4/7 was an email dated 4/5/16, acknowledging that my contract was completed and the car was back into their system on 4/6:54AM and there was balance due. I have the evidence in the attachmentI would like to see any record showing Enterprise contacted me during 4/to 4/7, it would be highly unreasonable that Enterprise did not have such records, or a written document that how the customer was contacted, via phone or emailSeriously, no established time frame to contact a customer, a claim of "multiply contact attempts" with no proper documentation? And if no phone records, no email communication records either? For a company like Enterprise, I think Revdex.com can determine if the claim of "multiply contact attempts" was real or BOGUSIf there was no solid evidence or satisfactory solution again from Enterprise, I will post our communication records to the internet. What I asked so far was proper documentation, not a moonIf Enterprise could not come up with solid evidence to back up their response, should I say shame on you, Enterprise for trying to cheat a customer with your bogus claim that there were multiply contact attempts?
Regards,
*** ***

I have spoken to customer and agreed to split the bill waysCallback notes and her own admission support she wanted protectionHer dispute is more with the body shop and the time it took to repair her car. She misinterpreted the shops agreement to pay past policy max as they should pay all
$1,I have spoken to *** at *** *** body shop and he is willing to pay $more, but not full amount. We will write off $and customer will pay remainder- *** *** (Area Manager)

I spoke with our renter prior to being made aware of this Revdex.com complaint. I informed our renter that we investigated the damage found to the vehicle and the signed Rental
Agreements for other renters prior to this rental and did not find any indication of pre-existing damage. That being said, in the interest of customer service, we closed the claim and will not be pursuing *** ***. I have already spoken with him and his wife and informed them of our decision to close the claim. Our Damage Recovery Unit will be sending them something in writing stating that they are no longer responsible for the cost of repairs to this vehicle and that their standing with Enterprise has been unaffected by this claim

[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:
I told Enterprise to inform me when my PIP money runs outThey guaranteed me they would informed me once that happensBut that never happenedIf I owed them moneyI NEVER received a bill, a phone call, and an emailAlso, they could have reached out to my lawyer and collect the money from him, but they didn't And whomever from Enterprises rebuts they need to include their name and job title.
Regards,
*** ***

Final Consumer Response /* (2000, 15, 2015/05/27) */
I have not spoken to a representative at Enterprise since my last update to this complaint, but the entire amount has been refunded to my bank account

Thank you
for your feedback regarding *** ***’s recent rental experience. The Area Manager of the location contacted
the customer to discuss her concerns and review the rental guidelines. The customer requested to be picked up from *** Airport. The location where ***
*** rented does not have a shuttle service to
pick customers up at the airport since there is another Enterprise location
onsite at the airport. The Area Manager
also reviewed the deposit guidelines and vehicle availability and apologized
for any miscommunication during the rental process. The customer accepted the apology and we hope
to be given the opportunity to exceed her expectations in the future

[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: when my huband told the managar on duty I believe his name was charles he wanted to dispute charles told my husband that there isnt anything that can done we owed the deductible because he signed off saying there wasnt any damage done at the time of rentalMy husband continued to express his frustration and was repeatedly told there was no way for him to dispute the issueWhen my husband became irate they then called the police on him so he just gave in and signed the paperworkHe was repeatedly told that there was no way for him to dispute thisIam also rejectung this because when I last spoke to myInsurance company they still had not received any of the requested documents from enterprise in regards to the previous rental history or the estimate for the damage doneThe whole front end of my civic has been repaired in less time then its taking to provide information on a scratch
Regards,
***

Dear Revdex.com,
"">I spoke to *** *** and refunded his $30.36.
I apologized for the delay and gave *** *** my cell and told him
to call me if he or his family has any rental needs in the future. We are sorry for any inconvenience this might
have caused *** ***
Sincerely,
Benjamin
*. L***
Enterprise Holdings Area Rental Manager

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 rented a car from Enterprise Car Rental After I paid for my rental (by the way, this company gave me a different price every time I spoke to a worker) in full I was contacted by my car insurance company stating that a claim was file with them because of a damaged vehicle I was not notified by Enterprise.....I returned the car after hours and put the keys in the drop box Finally, my insurance company called me again and stated that I filed a dispute for this claim Till this day, I know nothing about any damage This company is very questionable!

Due to the fact that it was the FtLauderdale location that put the customer on DNR, we had to forward this complaint down to them for handlingWe could not authorize payment from their group to a customer even though they live hereHere is the response received from the manager over the FtLauderdale Area:Subject: RE: CC Processing RA# *** ** *** Amount $921.49 I just called the customer and sent her an e-mailI will get with accounting and have a check cut for the amount extra she had to spend since we did not remove her from DNR and she was denied a rental. - - *** ***

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
The owner's reply was inaccurateIts incredible that he is still unwilling to take any responsibility for his staff's poor customer service performanceThey took advantage of my situation, my minimal knowledge of rentals and they did not clarify the rental agreementThe biggest miscommunication was between myself and his staff membersThe extended time it took for my vehicle to be fixed did worsen things however my dealings with the body shop are separate from this complaint against Enterprise
Regards,
*** ***

On 10/13/@ am, I rented a compact car from the Enterprise company on *** Rd, in Greenville, SC I was given a Fiat on that day and was sent on my way, due to having to be at work at 0930, in ***, SC While driving the car, I noticed that the brakes were squeaking and when the gas was mashed, the car sounded and if it was a motor on a CXR car Since I work hour shifts, I placed calls to Enterprise the next morning while I was on my way to work, and after the 3rd call, the phone was answered by Kevin I explained the situation to him and then asked if there was another compact care that I could pick up, and he told me, "No" But before I go any further, the day before actually getting the car, which was 10/12/16,, I was in that same facility and had a coupon that was sent to me to receive a double upgrade on my rental and they wouldn't even honor it The price of my rental was $for the week and the prices had jumped up to $for the same week an