Highland Floral Inc.

I spoke with [redacted] on really 2 separate issues. 1 the cleanliness of the car and then the claim written against [redacted]. 1st addressed the cleanliness of the vehicle. I apologized for the situation. Made no excuses and asked if there was anything we could do to make it up to her explaining I would...

like to resolve that before moving onto the claim. She was nice and said not what she expected but really doesn't want anything for the cleanliness of the vehicle. I offered help on her next rental etc. and she respectfully declined but stated she would keep my Info. 2nd I addressed the claim. Listened to why she believes it wasn't her responsibility and why she believes it could have been caused by the renter before and not her. I apologized for the accusations and I agreed to do more digging to see if I could determine for some reason it was damaged and noted on a previous rental and also see what the cost of the damage was. I did explain my process and if through my process I am unable to determine that it occurred before her then I let her know she would be responsible for the vehicle during the time of her rental. She wasn't completely thrilled with the idea of being responsible, but appreciative of me digging into the claim.~Matt S[redacted] (Area Manager)

We had already removed this covered before he returned the vehicle. I
just spoke with Mr. [redacted]. He is aware that he is not paying for anything and he
is good with everything now! - Drew L[redacted] (Branch Manager)

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear belowIt is true that Matt from Enterprise did call me concerning the matter.  He alleged that he reviewed the previous three rentals of this vehicle and found no indication that the damage occurred during those previous rental periods.  He alleged that because no rust had formed that the damage was very recent.  It is my contention that unless someone viewed this tall vehicle from a ladder or lift that the damage to the roof would not be visible.  He is saying that because Enterprise noticed it when I turned the vehicle in, that it must be my fault.  Despite being told that the vehicle was driven five times from Fishers to downtown Indianapolis, parked in a surface lot immediately adjacent to and in view of my office, and then driven back to Fishers and parked in a garage, Matt could only say that something happened to the roof of that vehicle and that I had caused it.He is basically calling me a liar.  I told him that I do not lie and that I would readily assume responsibility had I damaged the vehicle.  Obviously, someone else tried to see what he could get away with and succeeded.  This is an affront to my personal integrity.  Can Enterprise show me date and time-stamped overhead security camera photos taken of this vehicle and showing no damage right before I picked it up on 9-11-16?  I would welcome seeing it.  Further, had I been trying to hide damage, I certainly would not have parked the vehicle right in front of the building where the roof could be better viewed!  It is my firm belief that Enterprise is trying to recover the cost of previous damage to this vehicle from an innocent individual who conveniently happens to have insurance.  I have searched the Internet for similar complaints from other individuals about this practice and found many.   I will never do business with this company again after being treated in this manner, but I am sure that Enterprise does not care at all about the loss of one individual customer.Yes, I contacted my insurance company at the outset of this fiasco and informed the company of my position.
Regards,
[redacted]

LVM for the customer. 2nd number no answer We never charged her cc. It was a cc that fell off. I sent her an email with the receipt. - Reed L[redacted]

I
left a message that we are pursuing for damages. In the Revdex.com complaint she
mentions "a representative told her not to take our coverage because she
has her own insurance." After talking to her, she admitted that it was her
insurance agent that told her that, not Enterprise. She may be a little
confused. We checked 8 previous rental agreements, talked to Enterprise
representatives and the damage was not pre-existing. Contract is initialed and
marked no damage by this customer. I let her know all this in the message. - PETE [redacted] (Area Manager)

I spoke with [redacted] just now – she said that the claim was dropped and her insurance company told her it was dropped.  So, it is rectified. - BRENDAN M[redacted] (GROUP RENTAL MANAGER)

Hello,Thank you for bringing your concern to our attention.  I apologize for the inconvenience this issue has caused you.  According to our records, it appears that our Area Manager Feteh M[redacted] already contacted you regarding this complaint and is working to rectify the situation. ...

If you  need any further communication, feel free to reach out to Feteh directly via email at Feteh.M[redacted]@ehi.com. Thank you and have a nice weekend,Alexandra S[redacted]Executive AssistantEnterprise Holdings - Indiana

Ben (Branch Manager) d*d the refund.  LVM for customer to conf*rm - DAVE [redacted] (Area Manager)

Branch Manager Samantha [redacted] called to tell the customer it was our mistake. All charges were dropped. - REED [redacted]

After review and following up with Ms. [redacted] 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. [redacted] had her first rental car through [redacted] (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. [redacted] 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 45 years of collision and body repair experience. This mechanic said there were no visible damages, especially not something that they claimed would take nearly $900 to fix."
I called [redacted], Ms. [redacted]'s [redacted] adjuster, 4-14-2016 at 8:52AM and asked if he remembered speaking to Ms. [redacted] 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 [redacted] the hail damage to her rental car was only $900 as some claims I am writing are as high as $4,000.  I did mention to Ms. [redacted] 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. [redacted], 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. [redacted] returned the car on the 31st of March and once a PO was received from the body shop the local branch called Ms. [redacted] on her second rental.  This phone call was to make Ms. [redacted] 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. [redacted] and am waiting for her to call me back.  This will be my 3rd attempt in trying to reach the customer in the last 48 hours to make her aware of the above mentioned. - Andrew [redacted] (Area Rental Manager)

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]

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 3 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[redacted] (Branch Manager - Indy Airport)

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I have received a letter from the "enterprise recovery unit" stating that they have made the decision to take care of the damages and cost of this claim for your satisfaction.  No further action is required on my part.  I just want to thank the recovery unit for the action they have taken. Pete [redacted] thinks that I am confused over the matter,  I am not.  I know that it was my insurance company that told us not to take any additional insurance through the enterprise company. Everything has been taken care of, so there is no need for Mr. [redacted] to take any further action. The letter is dated September 17, 2015. Thank you[redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.On the phone, the regional manager claimed that the insurance agent representing Enterprise had called me to confirm that there was no hail damage on the second rental car (which was not in a hail storm). This does not line up at all. I have rented from many car rental companies in Bloomington, and none have called me to confirm there was no hail damage on a car that was not involved with a hail storm.  
Additionally, in his message, he claims that the second car was dropped off at the body shop, which is untrue. I specifically dropped the second car off at the rental company to ensure that no damages were on the second car after such a bad experience the first time renting through Enterprise. Therefore, there is no reason why there would be a courtesy call for a damage assessment after renting the second car. The Enterprise representatives at the location confirmed that there was no damage when it was dropped off. It appears that they are evading the responsibility of their own insurance representative stating there would be no damage charges.
Lastly, the damage was never shown to me despite record of that attached document in the regional manager's message.
Regards,[redacted]

We
refunded the customer the entire additional driver fee for her troubles. The
total we refunded was $40.00. Customer was glad that we decide to refund the
whole thing. I apologize to the customer for having to go through this
situation in the first place. I gave the customer my information...

to give me a
call in the future. - Thomas M[redacted] (Area Manager)

It appears, on
Ent RA [redacted], the location originally charged the renter for the RAP. After
they had closed the rental and charged the CC on file, the location adjusted
the RAP off issuing a refund of $213.65.
 
Then in
February, we received a Chargeback for the same amount of the RAP, $213.65.
Because we had already refunded the CC for the RAP, the Chargeback created a
balance of $216.65. Because after the Chargeback, the customer had received a
total $427.30 back instead of the $213.65.
 
We then received
payment for the Chargeback on April 12th. The balance was too new
and had not been sent to any third party collection agency. The renter was also
cleared from the Do Not Rent List.
 
Let me know if
there is anything I can do to help.
 
Thank you,
 






Taylor R[redacted]

Lead
Collector - Force Charge
Credit Card Processing
NA-AL Do Not
Rent

I'm going to refund him $200 for a whole host of issues.  He said he didn't want a free upgrade, the vehicle was dirty, he wanted to dispute the coverage, he felt rushed (Saturday morning), and he expected to get his deposit back.  I apologized for everything, thanked him for his feedback,...

and told him I would take the feedback back to my team so we can get better.  I also told him if he ever needs anything in the future to ask for me directly and that I would take care of him personally with amazing service and a great deal.  He thanked me for being the first person from Enterprise to act like he wasn't just a crazy customer and that he looks forward to working with me again. - JUSTIN F[redacted] (BRANCH MANAGER)

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 me. 
Regards,
[redacted]

I talked to the customer. She is upset on one end at her insurance company for telling her not to take our coverage. She is aware she has to pay that $500 deductible. She is disputing the second damage claim. I told her I will do an investigation and get back with her when I get all the information....

- PETE [redacted] (Area Manager)

Revdex.com:
I have reviewed the response made by the business in...

reference to complaint ID [redacted], and have determined that the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
The message states the business will answer after they review the information.  This is fine, but meanwhile I would like this to remain open so we can ensure they actually do answer later.
Regards,
[redacted]