Highland Floral Inc.

I
spoke with Mrs***Because she was in an accident while in the rental
vehicle and wants to use her credit card (potentially) to pay the claim, I
explained that we will keep all rental charges on the credit card until the
claim is settledIn my experience, many credit cards will only
cover the
damage to the rental if the customer shows that the full cost of the rental was
paid for on that cardI made her aware I am happy to assist with the claims
process and will refund the full rental cost once that is finishedWhen she
got in her accident in Colorado Springs, they were unhelpful in replacing her
car with a rental that met their needsWe are happy to compensate for the lack
of customer serviceAll we need is for her to use that credit card for her
credit card damage claim benefit, and the rental cost will immediately be
refundedShe will call again tomorrow for my assistance in this process- Kathleen S*** (Area Rental Manager)

I
spoke to Mr***, and we have compromised that he will be
responsible for one day of charges due to the signature on the contract, but
that he will not be charged for the additional daysHe stated that this is
the fairest compromise that anyone has offered him, and that this
would be a sufficient
resolution- MICHAEL M*** (BRANCH RENTAL MANAGER)

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.I received an email from AJ at enterprise and I'm very happy that they're willing to drop the chargesHowever in the time it took to file the complaint the credit card was charged the whole $ I have replied directly to the email I received from AJ asking about the chargeI'm wondering when I will receive a refund since enterprise terminated the chargesI did not receive any response and have yet to get a refund
Regards,
*** ***

Spoke with customer went over process and we agreed on $to be refunded- MATT ***

I spoke with Emily (BRANCH MANAGER) on this and she discussed with customer and addressed his concernSounds like miscommunication on our endRefunding $to the customerGood to close - KATHLEEN S***

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.
Regards,
*** ***

I spoke with *** yesterdayI told I had done some digging like I said I would to try and help determine when the damaged may have occurredThe pictures from the shop did show significant damage and was very visible to seeWhen looking at the pictures the damage showed no signs of rustHowever I continued to look for more proof. I then looked at the last previous contracts because this means we would have walked around the vehicle on separate occasions to notice the damage (beginning of rental and return of rental)The last contracts had no notations of the damageI explained to *** at this time she would be responsible for the damage of the vehicle because there is nothing showing that it was previous damageThe reason she would be responsible is because just like the previous contracts we do an inspection of the vehicle and each time the customer signs off saying no damage*** isn’t happy with the resolution of having to be responsible for the damage but did state she had filed it with her insurance company to handle- Matt S*** (Area Manager)

Hello, I've submitted your complaint to the proper managers overseeing our Fishers location and will respond back with a resolution as soon as we have one. Thank you for your patience,Ali S***

I
spoke to ***, this issue was from January at the airport. I told him that I would
have the airport area manager contact him and he said they didn't need to, it's
between capitol one and our collection agency, then he hung up. - Reed L*** (Area Manager)If he doesn't want
follow up and already in collections then we have to let Helvetia handle - Nick O*** (Airport Area Manager)

Customer is upset we pursued him for damageHe rented a vehicle and after a month, several warning lights came onA rodent chewed through some things and caused mechanical damage totaling more than $I explained to the customer that while it may not have been his responsibility, the damage
occurred while he had itHe said that because it was a rental, he should not be responsibleHe admitted that it happened while he had the carHe thought that since it was an "act of God", he should not be responsibleI explained that when he declined damage waiver, he accepted responsibility for the vehicle and any change in conditionHe is upset and thinks we should just pay it because he is a good customerWe are still going to pursue for the damages, as he is at fault for themGood to close- *** *** (Area manager)

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

Spoke
with customer I explained that my goal was to help and apologized if I came off
as condescending and unsympatheticAfter talking to the customer we agreed to
refund 1/of the amount in dispute since we did our due diligence throughout
the rental multiple times and this was not
brought up until the endCustomer
agreed this was a fair resolution- Feteh *** (Branch Manager)

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*** (Area Manager) #317-797-

Everything taken care of with Mr***, he is a very nice guy and just couldn't figure out everything on the InternetI talked to him for about minutes and we will just be taking care of his entire rental on FridayJust a heads up- KATHLEEN S***

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 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,
*** ***

Hello,I apologize for the inconvenience this issue has caused you. According to our records, it appears that the Area Manager Thomas M*** who oversees the branch you rented your car from has already reached out and rectified the situation. If this is not accurate, please feel free to
reach out to him directly at Thomas.K.M***@ehi.com. Should you need anything else, please let us know. Happy Holidays,Ali S*** Executive AssistantEnterprise Holdings

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,
*** ***

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,
*** ***

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.Regards,*** ***

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
[I have worked with *** 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 *** *** ***. Their travel policy states that I am to waiver all extra insurance. ]
Regards,
*** ***