ENTERPRISE RENT A CAR

I
spoke with the customer this morning and she was literally beyond happy after
we got off the phone. Could not be happier we spoke and
was thrilled we
took care of her. We
have taken care of days of the rental, per her request, and she is without a
doubt happy. I have to get a revised invoice to her this morning which I
am working on and will have it e-mailed out to her by 12pm - ANDREW J*** (Branch Manager - Indy Airport)

We discussed this experience and identified that our team did a poor job of communicating our underwriting guidelines for non major credit card depositsI have extended a sincere apology for the poor communication and the lack of consideration she received from our teamI will follow up with
this mnagement team to ensure that we reflect on this situation and improve how we handle these scenarios in the futureI extended my information to personally setup the next rental car needed and will pass along a discount for the inconvenience

We had to rent a car from Enterprise due to an accident Enterprise contacted us and informed us that our insurance company had not been paying on the vehicle I contacted the insurance company and they insured us that they had taken care of the situation and not to worry about anything I heard nothing back from Enterprise concerning the payment so I figured everything had been taken care of In order to rent the car we had to put a credit card on file, but we were informed that the car would not be charged without our consent and without prior notification
After speaking with the insurance company and being told the car was being paid for I checked my account and saw that Enterprise had charged my card not once, but twice Once in the amount of $and again in the amount of $ Enterprise did not contact myself or my husband to ask if they could charge the card nor did they call us to let us know what the charges were This is credit card fraud, you cannot charge s

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 *** 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 *** 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, *** *** GOT ON THE PHONE AND I EXPLAINED THE SITUATION AND TOLD HER HOW R

My family rented a vehicle from this branch on June and returned it on the 21stWe dropped the key in the drop box ten minutes prior to the business openingThe next day we were charged for an extra dayWe called and were told by the Manager, D***, that the box was checked the morning we dropped the key off around 7:and it was not checked again until the next morningHe assured us that we would be refunded our moneyWe called several more times because we have not been given our refundThe last time my husband called he was placed on hold to speak to the managerHe was left on hold for over ten minutesI called and spoke to D***I was assured that he would process the refund againI asked for the area manager's phone number and nameI was given a name and number but the number does not connect to a person or a voicemailWe have still not received our refund, even though were told on numerous occasions that it was being processed

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. Although
if did take several days for my money to be returned after being told it would be returned hours after speaking on the phone with them
Regards,
*** ***

To Whom It May Concern,
We have refunded this customer in full as a courtesy. Please allow to business days for this to process
Thank you
Alexandra Z***
Customer Service Supervisor
Tulsa Shared Services
*** *
*** *** ***Tulsa, OK

In speaking with the customer Enteprise CarShare has come to an understanding and arrangement with the customer on this
matter
Enterrpise CarShare is proud to offer transportation options, 24/to the community of Washington, DC. We pride ourselves on our customer service record as a company. We stand by the
policies and procedures we have established with our Enterprise CarShare business in Washington, DC, which is a proven success in many other markets throughout the United States
In speaking with this customer, it sounds like the procedures we have put in place were followed and the proper outcome was determined. As with other car sharing businesses, Enterprise CarShare asks
our members to conduct a proper evaluation of the vehicle before they commence with their rental. As we investigated this particular claim, we do not conclude that the damages could have occured after the customer returned the vehicle
Upon detection of damage to our vehicles, we feel it is in the best interest of our membership base as a whole to conduct a thorough investigation of the damages, in order to report the damages accurately, get the vehicle fixed timely and hold the appropriate parties accountable when applicable

We are still actively trying to reach out to the customer regarding this issuePer our Area Manager over this branch:
"I have LVM and emailed customer. I will let you know when I get
a response. The customer was not charged for a cleaning fee although *** confirm there was urine in the car." - *** ***

Our Airport Manager ***-*** *** contacted the customer and he said the issue had already been resolved by another Regional Manager and the credit has been issued to his credit card
"MARGIN: 0in 0in 10pt" class="MsoNormal">Sincerely,
*** ***
Enterprise Rent-A-Car

On Sept 19th, *** Car Restoration booked a day rental for me while they repaired my car*** agreed to pay for the rentalEnterprise made me put a card on file for potential chargesThey place a hold on my card, then released it when the car was returnedOn 10/31/16, Enterprise billed my card $I called the *** location, they can't see any transactions for my nameThey said call ***, and I had to leave a voicemail, no return call yetI called *** back and was given ***. I called them, the female said there is no record of charges for my name, I tried to explain the rental wasn't in my name, but in *** Car Restoration's nameShe said for me to dispute the charge because she couldn't find it to fix itI emailed *** Car Restoration to be certain they paid the bill, and he said he agreed to pay the bill but they haven't billed them for it, that the charge amount looks like they charged me insteadI have emailed Enterprise c

In regards to the customer concern regarding the rental and claim process, the customer has been contacted a second time and given the information for the department that will handle his claimAfer reviewing the concern again, Enterprise will continue to pursue the claim as all standard
practices were followed, including the customer's agreement to the vehicle's condition prior to him taking posessionOur claims department will continue to follow up with the customerWe understand these situations can be frustrating and make all attempts to ensure the customer is aware of the vehicle's condition prior to their rental and upon it's return

We have attempted to contact this customer multiple times to help find a solution to their complaint and we were unable to get a response to them after leaving multiple voicemails

I have spoken to customer and listened to her concernsI we agreed that the way she felt she was treated was not in line with our philosophy and I apologizedShe has always been a loyal customer of Enterprise and
after our resolution she will continue to be and is very happy that we reached out
Overall she had been frustrated with the accident situation that caused her to rent, the car selection she was given and then the fact that she was targeted by DC Parking for several different and inconsistent tickets for the parking of the rentalAfter repairs she was then hit again and rerented from Enterprise the next week and was also frustrated with the tow company for further damaged her vehicle and the Insurance company involved
I explained that all of the factors were certainly frustrating and I understood her associating the fault with Enterprise and we reviewed her past great service from us
I committed to her that this was an opportunity for us to learn from the situation on the service end and in doing so would like to cover the cost of the citations and she is very very happy about thatShe expressed that she will definitely let this positively affect her impression of the situation
I have already contacted the citations department and confirmed they have them on file and that we are to pay them and not pursue the customer
I have reviewed the situation with the Branch Manager and used this as an opportunity for us the better understand the customer's expectation, perception and opportunity to take great care of each customer
*** ***
Area Manager
Downtown DC

Revdex.com
size="3">
S Sharp #
Baltimore, MD
On Monday, July 13, 2015, I registered with
Enterprise in Capitol Heights, MD to request a vehicle due to accident repairs
When I arrived I was greeted by Chanel RR***, Enterprise Management
Trainee InternShe requested my ID and
credit card to pay the $deposit.
After she completed the in processing she went outside to inspect the
vehicleI followed five seconds later; when I came outside she was finishing
the inspection on a White Nissan SentaThen she repeatedly asked me, if I
wanted to purchase Enterprise insurance and a gas cardI respectfully declined
both because I felt it was not necessary since the only purpose for the car was
to travel home and to workShe then provided me with the gas amount and the
keysI noticed the damage on the vehicle prior to leaving however I dismissed
it because I thought it was thoroughly examined by MsR***
On Friday, July 19, 2015, I returned the vehicle and MsR*** began
to inspected it while I waited insideShe
requested that her supervisor MsRegina T***, Enterprise Branch Rental
Manager escorted her outside to view the vehicleThen MsT*** returned
while MsR*** stayed insideMsT*** begins to show me the damage that
was done; which was located at the top of the left hand side door and around
the key insertion area and on the lower inside of the left side door. Prior to us returning into Enterprise she
stated, “It seems as if this car was broken into and or an attempt was made to
break into the vehicle.” After Ms
T*** and I returned into Enterprise she stated, “You can pay for the damages
out of your pocket or through your insurance.” At that moment, I was stunned,
terrified, and annoyed because of the accusations that she was making against
me without asking following questions
I did not have a vehicle of my own, so I requested Enterprise to take me
home; MsR*** drove meI live in a middle class neighborhood of Prince
George’s county Maryland called Upper Marlboro it is a quiet and friendly
orientated communityWhen MsR*** and I reached our destination she was
not afraidI know that she was comfortable and safe, for instances please feel
free to research car robberies in my neighborhood if necessary
On Saturday, July 20, 2015, I returned to plead my case about the
vehicle accusationsI respectfully greeted MsT*** and the prior incident
and implied that the accusations which were made against me could not occur
because where I reside and workI stated to MsT*** that MsR*** was
the person that drove me home on Friday and seen my neighborhoodI further
implied that, the inspector, MsR*** had missed the damagesHowever MsT*** indicated that Enterprises
requires any who does not purchase their insurance reliable for any damages
She further stated that, ‘I will be sending you an estimate of the vehicle to
pay for it.” After that I left the office and returned homeI believe that MsT*** and MsR***
have defamed my character and it is not acceptable and should not be tolerated
by Enterprise.
I am deeply offended by the accusations brought against me by Ms
T*** and MsR***I would like for Enterprise to not hold me liable for
paying the damages on the NissanI greatly appreciate any information that you
could provide in addressing this matter
I look forward to hearing from Revdex.com about my concerns
regarding Enterprise allegations against me

On may 6th I got a quote from *** 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 *** rental insurance*** 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 *** 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

Good evening!
size="3">At Enterprise we take great pride in providing exceptional customer service and ensuring we meet the needs of our customers. We take concerns such as these very seriously and have conducted an internal investigation
As a result of our investigation, we agree with ***’s stance concerning the lack of a thorough inspection of his replacement vehicle since he was given the 2nd vehicle during a roadside assistance call from a tow exchange vendor instead of an Enterprise Representative. As a result of this we have closed down his damage claim and are no longer pursuing him or his insurance company
Again, customer service is very important to us and we apologize for any inconvenience this has caused ***. We appreciate having the opportunity to address his concerns. As a result of our Area Manager’s conversation with ***, we consider this matter resolved. Our Damage Recovery Team also notified him that this claim is closed
Should any further questions arise, please feel free to contact me
Regards,
*** ***, Regional Business Manager

[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. I thank you, Revdex.com and the Business
Regards,
*** ***

Our Damage Recovery Unit (DRU) handles all claims and has been in contact with the customer. The
DRU advised the customer they will be in touch if any additional information is needed. It was also explained to the customer that if the other party does not cover the damages they will be held responsible
Sincerely,
Patty D***
Enterprise Rent-A-Car

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below
While it is true that Matt telephoned me in this matter, that is not a resolution to the problem. He said that he was going to pull the records of the previous three rentals of the vehicle and examine them. He indicated to me that he would call me back this morning, and would let me know the status of his investigation even if it was not yet completed. I received no phone call.
Additionally, there were not two separate issues with the rental. The fact that the car was rented to me in the condition it was in only substantiates my contention that the vehicle was not properly serviced or inspected. If it was not properly serviced or inspected as far as the cleanliness of the interior, it certainly makes one think that the exterior of the vehicle was also not inspected including an overhead view of the top of the car which would have required the use of a ladder or lift. As I had previously indicated, simply standing next to the vehicle, the damage cannot be observed. Is it Enterprise's policy to fully inspect the roof of each vehicle before it is rented? That was not done when the agent did the walk-around of the vehicle before renting to me, nor was I offered an opportunity or the means to view the roof of the vehicle
Regards,
*** ***