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 customerShe is upset on one end at her insurance company for telling her not to take our coverageShe is aware she has to pay that $deductibleShe is disputing the second damage claimI told her I will do an investigation and get back with her when I get all the information - 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)
I left a message that we are pursuing for damagesIn 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 EnterpriseShe may be a little confusedWe checked previous rental agreements, talked to Enterprise representatives and the damage was not pre-existingContract is initialed and marked no damage by this customerI let her know all this in the message- PETE [redacted] (Area 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.comThank you and have a nice weekend,Alexandra S [redacted] Executive AssistantEnterprise Holdings - Indiana
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 [redacted] (accountant)
We refunded the customer the entire additional driver fee for her troublesThe total we refunded was $Customer was glad that we decide to refund the whole thingI apologize to the customer for having to go through this situation in the first placeI gave the customer my information to give me a call in the future- Thomas M [redacted] (Area 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]
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 did not get any response from Enterprise when I called them for an answer to the complaint The manager said he would call, but I received no call back
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this response/resolution is satisfactory to me Regards, [redacted] ***
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]
It appears, on Ent RA [redacted] , the location originally charged the renter for the RAPAfter they had closed the rental and charged the CC on file, the location adjusted the RAP off issuing a refund of $ Then in February, we received a Chargeback for the same amount of the RAP, $ Because we had already refunded the CC for the RAP, the Chargeback created a balance of $Because after the Chargeback, the customer had received a total $back instead of the $ We then received payment for the Chargeback on April 12thThe balance was too new and had not been sent to any third party collection agencyThe 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 Do Not Rent
We had already removed this covered before he returned the vehicleI just spoke with Mr***He is aware that he is not paying for anything and he is good with everything now! - Drew L [redacted] (Branch Manager)
I spoke with the customer this morning and she was literally beyond happy after we got off the phoneCould not be happier we spoke and was thrilled we took care of herWe 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 [redacted] (Branch Manager - Indy Airport)
After review and following up with Ms***, [redacted] ( [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 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 [redacted] , Ms***'s [redacted] adjuster, 4-14-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 $as some claims I am writing are as high as $4, 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***, 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 [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 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 find that this resolution would be satisfactory to me Regards, [redacted] ***
Let customer know we are getting a manual check out for amount for DXOk to close - Nick O [redacted] (Area Manager)
I talked to the customerShe is upset on one end at her insurance company for telling her not to take our coverageShe is aware she has to pay that $deductibleShe is disputing the second damage claimI told her I will do an investigation and get back with her when I get all the information - 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)
I left a message that we are pursuing for damagesIn 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 EnterpriseShe may be a little confusedWe checked previous rental agreements, talked to Enterprise representatives and the damage was not pre-existingContract is initialed and marked no damage by this customerI let her know all this in the message- PETE [redacted] (Area Manager)
Ben (Branch Manager) d*d the refund LVM for customer to conf*rm - DAVE [redacted] (Area 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.comThank you and have a nice weekend,Alexandra S [redacted] Executive AssistantEnterprise Holdings - Indiana
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 [redacted] (accountant)
We refunded the customer the entire additional driver fee for her troublesThe total we refunded was $Customer was glad that we decide to refund the whole thingI apologize to the customer for having to go through this situation in the first placeI gave the customer my information to give me a call in the future- Thomas M [redacted] (Area 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]
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 did not get any response from Enterprise when I called them for an answer to the complaint The manager said he would call, but I received no call back
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this response/resolution is satisfactory to me Regards, [redacted] ***
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]
Branch Manager Samantha [redacted] called to tell the customer it was our mistakeAll charges were dropped- REED [redacted]
It appears, on Ent RA [redacted] , the location originally charged the renter for the RAPAfter they had closed the rental and charged the CC on file, the location adjusted the RAP off issuing a refund of $ Then in February, we received a Chargeback for the same amount of the RAP, $ Because we had already refunded the CC for the RAP, the Chargeback created a balance of $Because after the Chargeback, the customer had received a total $back instead of the $ We then received payment for the Chargeback on April 12thThe balance was too new and had not been sent to any third party collection agencyThe 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 Do Not Rent
We had already removed this covered before he returned the vehicleI just spoke with Mr***He is aware that he is not paying for anything and he is good with everything now! - Drew L [redacted] (Branch Manager)
I talked to customer and refunded the $- PETE [redacted] (Area Manager)
I spoke with the customer this morning and she was literally beyond happy after we got off the phoneCould not be happier we spoke and was thrilled we took care of herWe 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 [redacted] (Branch Manager - Indy Airport)
LVM for the customer2nd number no answer We never charged her ccIt was a cc that fell offI sent her an email with the receipt- Reed L***
After review and following up with Ms***, [redacted] ( [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 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 [redacted] , Ms***'s [redacted] adjuster, 4-14-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 $as some claims I am writing are as high as $4, 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***, 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 [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 hours to make her aware of the above mentioned- Andrew [redacted] (Area Rental Manager)