The contract was clearly marked No Damage and No Hail Damage on the contract** *** also did not address any concerns or the reported Hail damage to the renting employeeThe previous contracts are also clearly marked No Damage and No Hail DamageIn terms of GPS tracking, we do not carry those on our vehiclesThe customer is responsible for any Damage during the duration of the rental, including Hail.
Good afternoon,I sincerely apologize for the situation that occurred at the branch. On that Friday the credit card that was provided, declinedOn Saturday when you came into the branch, he again tried to run the card, and it again declinedAt that point, we could not allow you to keep
the rental because there was a balance owedAs of now to clear your balance the total is $Once that balance is paid, you will be eligible to rent another car.Thank you,*** ***
*** ***
*** ***
*** *** ***
We have attempted to contact the customer and left messages
asking to return the call to discuss. After
further review, we find that the customer will be held responsible for the
damages to the rentalThe rental was getting repaired and had just been
delivered to the branch the day
before the customer rented the vehicle. We have documentation/pictures of the rental
showing no dents, dings, etc. Customer
was the first one to rent the vehicle after it was brought back from the
shop. We informed the customer of the
damages upon return, and she did ask to pay for the damages up front instead of
filing a claim with her insurance.
Damages were not disputed at the time
Complaint: ***
I am rejecting this response because:
Regards,id not contradict myselfI noticed the ac did not work a soon as I left the lotThere is no way of knowing that the AC did not work until I turned on the vehicleThe pre inspection consisted of me walking around the vehicle onceBy the photos you sent me, I could have easily over looked the damage as it's on the bottom side of the bumperMy comment on "I would've requested another vehicle" was in reference to the fact that I would have turned around and gotten another vehicle but I knew none were available, as I had to give two soldiers a ride because their reservation was not honored due to the lack of vehicles. Would you like me to provide my phone records which show the date and time I called Enterprise to inform them that the AC did not work?I did not return the vehicle because I was on a four day pass with my wife prior to a year deployment overseas with the ArmyI preferred to spend every last minute with my family and not going to another enterprise office to exchange a vehicle.My only method of communication is via email as I am still deployed overseas and do not have my cell phone
Isaac Gomez
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
Regards,
*** ***
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
Regards,
*** ***
Initial Business Response /* (1000, 5, 2016/09/08) */
*** ***, We are sorry you are having issues with your vehicleWhen your vehicle arrived on 04/05/we had replaced the clutch *** and a new flywheelThis repair was performed by Charles our ASE Master TechnicianWhen you came in with
a concern months after the original installation date we had found your clutch slave cylinder was leakingAt this time we provided you an estimate for repair but you had declinedDriving any vehicle with clutch hydraulic issue can cause premature wear and internal damageIt is not physically possible to claim we had installed the clutch components incorrectlyYou have driven your vehicle for close to monthsHad any component been installed incorrectly the vehicle wouldn't have been drive ableAll of the work we perform comes with a year and or 24,mile nationwide parts & labor warrantyNeglect, abuse and the failure of any other component will void the warranty on any effected part(s)Had your vehicles issue been the clutch disc, pressure plate, Release Bearing, or the flywheel we would have been paid by our warranty protection plan to warranty the parts and labor for youThe last time we spoke with you we had offered to remove your transmission at your expense to show you that the replaced components were in fact installed correctlyHere at our facility we have factory GM Service manuals and exploded view diagrams so we could show you in person how your clutch was installedWe would like to see the old parts and the Documentation from Victory Muffler and BrakeLet's get this resolved as quickly as possible
Initial Consumer Rebuttal /* (3000, 7, 2016/09/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have documentation from another shop specifying what was installed incorrectlyAlso I was having issues from the date the clutch was installed and brought it back multiple times to be told nothing was wrong till on the last time you told me my slave was leakingIn the time I drove it, it never lost any hydraulic fluid as wellIt was also still full when I took it to the other shopBy that time the slave had started to stick and not realeaseThe other shop claims that the parts that were installed incorrectly may have caused the damageAlso spoke with Reliable Chevrolet breiflyThey said that the vehicle might still drive if the throwout for was not installed propperly but it would cause problemsSimilar to the ones I complained about
Final Consumer Response /* (4200, 17, 2016/09/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am aware that there is only one corrwct way for the parts to be installedI have worked in auto repair before as well as went to college for itI also trust ***He won't lie to meMy fiancee and I worked along side him on the engine rebuild for my Mercury I am also aware that a slave can be faulty without visibly leakingThat doesn't excuse thw fact it was not fixed initially along with the clutchI was not even made aware of the issue untill the 3rd or 4th time I brought the truck back in to have it looked atFirst few times you simply drove it around the block claiming it was fineI didnt believe you but I drove it to Houston TX and back on good faith anyway because it was the only vehicle I had atm and the trip was paid forLucky it didnt strand me because bt the time I got home it was barely drivableIt had slipped and shifted off the too since the day you gave ot back to me after the clutch job....the issue SHOULD have been addressed then...but multiple times you turned me away saying its fineTill finally after enough times you get it on the lift and tell me the slave is badNo more excusesI want this resolved now
Final Business Response /* (4000, 14, 2016/09/19) */
***Document Attached***
Hello ***,
Thanks for the replyAs I have stated in my previous reply I would like to see the damaged parts, and the documentation from Victory Muffler and BrakeI understand you are just repeating what you have been told by another repair facilityHowever I still disagree with what you are being toldI am certain that your release bearing was installed correctlyIt's not physically possible to install the Release bearing incorrectly and install the transmissionPlease see the attached pictures to what I am referring toIf you would take note that the release bearing has a collar on one side and it does align in the "finger" of the clutch forkIt cannot be installed backwardsAlso please take note to the statement from National Bearings that this design of release bearing is "Sealed and Self Aligning"As for a clutch slave cylinder it doesn't have to be leaking externally to be faultyJust like a brake master cylinder they can have an internal sealing problem and this will allow the excessive pressure from the fluid to pass ** the internal valveIn result this will give you poor hydraulic pressure and possibly intermittent pedal pressure
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
Regards,
*** ***
The phone number is unavailable to contact customer backThe
customer’s insurance company declined the direct bill because customer didn't
have rental coverage. We called the customer on 3/24, 4/19, 4/(customer
stated she would be by on 4/to make payment and never did), 4/25,
4/
Eventually the customer dropped off the rental at a body shop and never
informed usWe charged the customer the remaining balance that was owed
We called the customer and left a message apologizing for their experience. We have refunded the customer for
the difference. Customer had mentioned that insurance would cover upgrade and they never
did. Thank you
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
Dear Sir,Please refer to my Revdex.com Online Consumer Complaint of January 2016.I have received a letter from Enterprise Holdings,
Inc dated January where they are dropping their claim against mePlease adjust your file records to reflect a closed case.Thank you for your assistance
Regards,
*** ***
Complaint: ***
I am rejecting this response because:The company failed to inform me of any final bill after days of last contactI have the right to see the bill before it is removed from my accountThey did not inform me that they where charging my account $before doing so, so there for they did not have permission to withtfrom my account.
Regards,
*** ***
Complaint: ***
I am rejecting this response because: the hail damage was not clearly marked on the form and it wasn't marked at all when I initialed itThe sales rep filled out the form himself and he did not instruct me to record the very noticeable hail damageMultiple witnesses can attest the damage was preexisting and the weather reports do not show wide spread hail damage in the area the car was used inGPS information has been requested but no one from Enterprise has provided it.
Regards,
*** ***
***
*** rented the vehicle on 4/10/at 9:11am at which time the vehicle was
inspected. *** *** declined our optional damage waiver and initialed the
vehicle inspection which clearly has “No Damage” and Hail Damage “No”
marked
***
*** returned the vehicle on 4/25/
at 4:11pm, at which time hail damage was
identified As shown on numerous weather websites and hail maps, there was
widespread hail in the DFW area during the time of *** ***’s rental. A
review of prior rental agreements was completed and there is no indication of
damage prior to *** ***’s rental
Per
the terms and conditions of our rental agreement with *** ***, he is
responsible for the cost of repairs to the vehicle, totaling $1740.00.
Enterprise is willing to waive administrative and diminished value costs
totaling $324.00, which he declined and said his lawyer would be calling
me
We
have communicated with the customer, Mr***, that he is responsible for the
rental chargesIf an insurance company refuses to pay for a rental, that is
between the customer and insurance company.
Enterprise has reached out to the
insurance company and dealership to help Mr
*** to no avail. Mr***
still owes Enterprise for the rental bill
Our branch manager contacted the customer and explained our matching gas policy and discussed our processes when renting out vehicles that have less than a tank of gas.
Complaint: ***
I am rejecting this response because: The hail damage was preexisting and I've proven Enterprise's practices are not ethicalThe damage was not clearly marked and again the employee attempted to circle no hail damage after my initials were inkedHe didn't circle the entire word and ended up circling part of another wordRegardless of whether they have GPS or not, my phone records can be used to verify I was not in the vicinity of any hail storms.
Regards,*** ***
The contract was clearly marked No Damage and No Hail Damage on the contract** *** also did not address any concerns or the reported Hail damage to the renting employeeThe previous contracts are also clearly marked No Damage and No Hail DamageIn terms of GPS tracking, we do not carry those on our vehiclesThe customer is responsible for any Damage during the duration of the rental, including Hail.
Good afternoon,I sincerely apologize for the situation that occurred at the branch. On that Friday the credit card that was provided, declinedOn Saturday when you came into the branch, he again tried to run the card, and it again declinedAt that point, we could not allow you to keep
the rental because there was a balance owedAs of now to clear your balance the total is $Once that balance is paid, you will be eligible to rent another car.Thank you,*** ***
*** ***
*** ***
*** *** ***
Complaint: ***
I am rejecting this response because: I was told we would hear from *** Monday As of Tuesday we have not heard back.
Regards,
** ***
We have attempted to contact the customer and left messages
asking to return the call to discuss. After
further review, we find that the customer will be held responsible for the
damages to the rentalThe rental was getting repaired and had just been
delivered to the branch the day
before the customer rented the vehicle. We have documentation/pictures of the rental
showing no dents, dings, etc. Customer
was the first one to rent the vehicle after it was brought back from the
shop. We informed the customer of the
damages upon return, and she did ask to pay for the damages up front instead of
filing a claim with her insurance.
Damages were not disputed at the time
Complaint: ***
I am rejecting this response because:
Regards,id not contradict myselfI noticed the ac did not work a soon as I left the lotThere is no way of knowing that the AC did not work until I turned on the vehicleThe pre inspection consisted of me walking around the vehicle onceBy the photos you sent me, I could have easily over looked the damage as it's on the bottom side of the bumperMy comment on "I would've requested another vehicle" was in reference to the fact that I would have turned around and gotten another vehicle but I knew none were available, as I had to give two soldiers a ride because their reservation was not honored due to the lack of vehicles. Would you like me to provide my phone records which show the date and time I called Enterprise to inform them that the AC did not work?I did not return the vehicle because I was on a four day pass with my wife prior to a year deployment overseas with the ArmyI preferred to spend every last minute with my family and not going to another enterprise office to exchange a vehicle.My only method of communication is via email as I am still deployed overseas and do not have my cell phone
Isaac Gomez
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
Regards,
*** ***
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
Regards,
*** ***
Initial Business Response /* (1000, 5, 2016/09/08) */
*** ***, We are sorry you are having issues with your vehicleWhen your vehicle arrived on 04/05/we had replaced the clutch *** and a new flywheelThis repair was performed by Charles our ASE Master TechnicianWhen you came in with
a concern months after the original installation date we had found your clutch slave cylinder was leakingAt this time we provided you an estimate for repair but you had declinedDriving any vehicle with clutch hydraulic issue can cause premature wear and internal damageIt is not physically possible to claim we had installed the clutch components incorrectlyYou have driven your vehicle for close to monthsHad any component been installed incorrectly the vehicle wouldn't have been drive ableAll of the work we perform comes with a year and or 24,mile nationwide parts & labor warrantyNeglect, abuse and the failure of any other component will void the warranty on any effected part(s)Had your vehicles issue been the clutch disc, pressure plate, Release Bearing, or the flywheel we would have been paid by our warranty protection plan to warranty the parts and labor for youThe last time we spoke with you we had offered to remove your transmission at your expense to show you that the replaced components were in fact installed correctlyHere at our facility we have factory GM Service manuals and exploded view diagrams so we could show you in person how your clutch was installedWe would like to see the old parts and the Documentation from Victory Muffler and BrakeLet's get this resolved as quickly as possible
Initial Consumer Rebuttal /* (3000, 7, 2016/09/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have documentation from another shop specifying what was installed incorrectlyAlso I was having issues from the date the clutch was installed and brought it back multiple times to be told nothing was wrong till on the last time you told me my slave was leakingIn the time I drove it, it never lost any hydraulic fluid as wellIt was also still full when I took it to the other shopBy that time the slave had started to stick and not realeaseThe other shop claims that the parts that were installed incorrectly may have caused the damageAlso spoke with Reliable Chevrolet breiflyThey said that the vehicle might still drive if the throwout for was not installed propperly but it would cause problemsSimilar to the ones I complained about
Final Consumer Response /* (4200, 17, 2016/09/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am aware that there is only one corrwct way for the parts to be installedI have worked in auto repair before as well as went to college for itI also trust ***He won't lie to meMy fiancee and I worked along side him on the engine rebuild for my Mercury I am also aware that a slave can be faulty without visibly leakingThat doesn't excuse thw fact it was not fixed initially along with the clutchI was not even made aware of the issue untill the 3rd or 4th time I brought the truck back in to have it looked atFirst few times you simply drove it around the block claiming it was fineI didnt believe you but I drove it to Houston TX and back on good faith anyway because it was the only vehicle I had atm and the trip was paid forLucky it didnt strand me because bt the time I got home it was barely drivableIt had slipped and shifted off the too since the day you gave ot back to me after the clutch job....the issue SHOULD have been addressed then...but multiple times you turned me away saying its fineTill finally after enough times you get it on the lift and tell me the slave is badNo more excusesI want this resolved now
Final Business Response /* (4000, 14, 2016/09/19) */
***Document Attached***
Hello ***,
Thanks for the replyAs I have stated in my previous reply I would like to see the damaged parts, and the documentation from Victory Muffler and BrakeI understand you are just repeating what you have been told by another repair facilityHowever I still disagree with what you are being toldI am certain that your release bearing was installed correctlyIt's not physically possible to install the Release bearing incorrectly and install the transmissionPlease see the attached pictures to what I am referring toIf you would take note that the release bearing has a collar on one side and it does align in the "finger" of the clutch forkIt cannot be installed backwardsAlso please take note to the statement from National Bearings that this design of release bearing is "Sealed and Self Aligning"As for a clutch slave cylinder it doesn't have to be leaking externally to be faultyJust like a brake master cylinder they can have an internal sealing problem and this will allow the excessive pressure from the fluid to pass ** the internal valveIn result this will give you poor hydraulic pressure and possibly intermittent pedal pressure
Customer was given a refund for the amount of the rental on 9/15/
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
Regards,
*** ***
The phone number is unavailable to contact customer backThe
customer’s insurance company declined the direct bill because customer didn't
have rental coverage. We called the customer on 3/24, 4/19, 4/(customer
stated she would be by on 4/to make payment and never did), 4/25,
4/
Eventually the customer dropped off the rental at a body shop and never
informed usWe charged the customer the remaining balance that was owed
We called the customer and left a message apologizing for their experience. We have refunded the customer for
the difference. Customer had mentioned that insurance would cover upgrade and they never
did. Thank you
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
Dear Sir,Please refer to my Revdex.com Online Consumer Complaint of January 2016.I have received a letter from Enterprise Holdings,
Inc dated January where they are dropping their claim against mePlease adjust your file records to reflect a closed case.Thank you for your assistance
Regards,
*** ***
Complaint: ***
I am rejecting this response because:The company failed to inform me of any final bill after days of last contactI have the right to see the bill before it is removed from my accountThey did not inform me that they where charging my account $before doing so, so there for they did not have permission to withtfrom my account.
Regards,
*** ***
Complaint: ***
I am rejecting this response because: the hail damage was not clearly marked on the form and it wasn't marked at all when I initialed itThe sales rep filled out the form himself and he did not instruct me to record the very noticeable hail damageMultiple witnesses can attest the damage was preexisting and the weather reports do not show wide spread hail damage in the area the car was used inGPS information has been requested but no one from Enterprise has provided it.
Regards,
*** ***
***
*** rented the vehicle on 4/10/at 9:11am at which time the vehicle was
inspected. *** *** declined our optional damage waiver and initialed the
vehicle inspection which clearly has “No Damage” and Hail Damage “No”
marked
***
*** returned the vehicle on 4/25/
at 4:11pm, at which time hail damage was
identified As shown on numerous weather websites and hail maps, there was
widespread hail in the DFW area during the time of *** ***’s rental. A
review of prior rental agreements was completed and there is no indication of
damage prior to *** ***’s rental
Per
the terms and conditions of our rental agreement with *** ***, he is
responsible for the cost of repairs to the vehicle, totaling $1740.00.
Enterprise is willing to waive administrative and diminished value costs
totaling $324.00, which he declined and said his lawyer would be calling
me
We
have communicated with the customer, Mr***, that he is responsible for the
rental chargesIf an insurance company refuses to pay for a rental, that is
between the customer and insurance company.
Enterprise has reached out to the
insurance company and dealership to help Mr
*** to no avail. Mr***
still owes Enterprise for the rental bill
Our branch manager contacted the customer and explained our matching gas policy and discussed our processes when renting out vehicles that have less than a tank of gas.
Enterprise will be refunding the
customer $*** *** will pay for the first day and
taxesCustomer agreed to resolution. Thank you
Complaint: ***
I am rejecting this response because: The hail damage was preexisting and I've proven Enterprise's practices are not ethicalThe damage was not clearly marked and again the employee attempted to circle no hail damage after my initials were inkedHe didn't circle the entire word and ended up circling part of another wordRegardless of whether they have GPS or not, my phone records can be used to verify I was not in the vicinity of any hail storms.
Regards,*** ***