Complaint: ***
I am rejecting this response because: Oil damage to brand new concrete is very serious. As a vehicle, Enterprise should be fully responsible for any damages the vehicle makes against an individuals property. The Branch Manager even stated that the work was done previously by a mechanic and that it was negligent from the mechanic company, however, being that it is a vehicle registered to Enterprise, the company takes fully responsibility. In any event, this may happen again to other customers and Enterprise will not own up to the responsibility leaving the consumer to be at a major loss being responsible for damages that was not consumers fault
Regards,
*** ***
I? have spoken with this customer.? There was a mix up on the complaint ID on my last response.? I was responding to the wrong complaint.? I apologized for the poor experience.? The customer has my contact information and will reach out to me the next time she needs a vehicle so I can help her out.? She appreciated the phone call and resolution
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
It hasThank you for your follow up*** refunded the differenceMuch appreciated.? ? Regards,
** ***
The Area Manager corresponded by email with the customer and apologized for the situation.? We refunded the entire rental of $instead of the requested $
?
We are aware of Mr***’s complaint and are very sorry that
he had this experience while renting a car from our company.? During
previous communication with Mr***, we explained to him that, while it was
very unfortunate that some oil leaked on his garage floor, there was
no
indication that it was due to any negligence on the part of our company.?
The estimates provided by Mr*** were excessive in cost and included much
more than simply cleaning the concrete.? They also included professional
sealing and epoxy of the surface, which is very different than pre-loss
condition.?
?
For reasons of customer service, we offered Mr*** $
to assist with cleaning costs, which he accepted.? This payment was not an
admission of guilt or liability, but simply an effort to assist Mr***
with the cost of time and supplies to clean an oil spill on his garage floor
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 received a call from Kyle of Enterprise Rental Car in San AntonioHe was able to resolve this issue by offering me a car rental
voucherThank you for your assistance in this matter.? ? I understand that this complaint may be publishedIf so, please keep my personal information in confidence---anonymousThank you?
Airport Area Manager spoke to the customer to apologize for his experience and ensure that we would address his concerns for the service he received.? Customer will let us know if he needs further assistance
RevDex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meHowever as a result of this experience, I will no longer use or recommend Enterprise rent a car to any friends or family.?
Regards,
*** ***
*** ***,
?
Thank you for reaching out to me
in regard to your claim.? I have called and left my contact information on
your voicemail, as well as e-mailed so you can reach out to me at your earliest
convenience regarding this issue? I have also reviewed all of
the
information in regard to your rental, this claim, and the vehicle.?
I have reviewed the contracts
prior to the rental as well as yours, and on both yours and the prior contracts
there was no damage documented regarding any front bumper damage or air
conditioner malfunction.? When you rented the vehicle you initialed
agreeing to the condition of the vehicle which showed no damage to the front
bumper, and when you returned the vehicle it had noticeable front bumper damage
that appears to be directly related to the AC condenser damageIt also shows
that you declined our damage waiver option on the rental, which accepts
liability for any damages caused to our rental vehicle.? Also, in the
beginning of your statement you said that you noticed the AC not working
immediately after leaving the lot, in route to ***.? However, later in
your statement it says that the AC did not work prior to you renting and
? you would have rejected it if the branch had anything else available
which is contradictory to the beginning of you statementI have also reviewed
the notes from your contract, and they do not show any documentation of a phone
call regarding the air conditioner malfunctioning, nor did you make any
attempts to stop at a rental branch to switch to another vehicle during your
rental.? After reviewing all of the documentation, history, and pictures
it does not appear that this damage was on the vehicle prior to the time of
your rental.? I will notify our damage recovery unit to continue to pursue
on this claim
Again, please reach out to me at
your earliest convenience if you would like any further explanation on my
findings
?
Thank you,
I have left this customer two voicemails and have also sent an email in efforts to resolve this complaint.? I have not received a response from this customer.? I will update this complaint if I hear back from the customer.? Thank you,? *** ***
***
Complaint: [redacted]
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
Complaint: [redacted]
I am rejecting this response because: Please provide pictures with time stamps on them to prove your claimAlso provide documentation from repair shop regarding the types of repairs were done
Regards,
[redacted]
Area manager contacted the customer to make him aware? of this issue and? our accounting office would get this resolved.? He thanked us for providing an update.? We also covered days of the rental for the inconvenience.?
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,*** ***
Our *** *** *** did reach out to customer and discussed the damages of the vehicle? that were a result of *** ***'s rental.? Our *** *** was going to be sending *** *** some pictures as well.? The *** *** over this rental branch reached out to customer as
well, as *** *** was also requesting a refund on a discounted rate? he believes he should have received.? The *** *** will be working with customer regarding the discounted rate refund.?
Thank you for reaching out to me
in regard to your claim. I have called and left my contact information on
your voicemail, as well as e-mailed so you can reach out to me at your earliest
convenience regarding this issue. I have also reviewed all of...
the
information in regard to your rental, this claim, and the vehicle.
I have reviewed the contracts
prior to the rental as well as yours, and on both yours and the prior contracts
there was no damage documented regarding any front bumper damage or air
conditioner malfunction. When you rented the vehicle you initialed
agreeing to the condition of the vehicle which showed no damage to the front
bumper, and when you returned the vehicle it had noticeable front bumper damage
that appears to be directly related to the AC condenser damage. It also shows
that you declined our damage waiver option on the rental, which accepts
liability for any damages caused to our rental vehicle. Also, in the
beginning of your statement you said that you noticed the AC not working
immediately after leaving the lot, in route to [redacted]. However, later in
your statement it says that the AC did not work prior to you renting and
you would have rejected it if the branch had anything else available
which is contradictory to the beginning of you statement. I have also reviewed
the notes from your contract, and they do not show any documentation of a phone
call regarding the air conditioner malfunctioning, nor did you make any
attempts to stop at a rental branch to switch to another vehicle during your
rental. After reviewing all of the documentation, history, and pictures
it does not appear that this damage was on the vehicle prior to the time of
your rental. I will notify our damage recovery unit to continue to pursue
on this claim.
Again, please reach out to me at
your earliest convenience if you would like any further explanation on my
findings.
Area manager had spoken to the customer regarding the damage to the windshield.? We informed her that the? Damage Recovery Unit will be in contact with the customer regarding the claim.? They will look into any pre-existing damages as well.? ? ?
Area manager spoke to the customer and refunded the full amount in question. Issue has been resolved.
Complaint: ***
I am rejecting this response because: Oil damage to brand new concrete is very serious. As a vehicle, Enterprise should be fully responsible for any damages the vehicle makes against an individuals property. The Branch Manager even stated that the work was done previously by a mechanic and that it was negligent from the mechanic company, however, being that it is a vehicle registered to Enterprise, the company takes fully responsibility. In any event, this may happen again to other customers and Enterprise will not own up to the responsibility leaving the consumer to be at a major loss being responsible for damages that was not consumers fault
Regards,
*** ***
I have left two voicemails and sent an email to the customer with no response. I will update the claim once I hear back from the customer. Thank you,
Area manager left a voicemail on 5/22/17.? We will follow up with the customer and provide an update.? ?
I? have spoken with this customer.? There was a mix up on the complaint ID on my last response.? I was responding to the wrong complaint.? I apologized for the poor experience.? The customer has my contact information and will reach out to me the next time she needs a vehicle so I can help her out.? She appreciated the phone call and resolution
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
It hasThank you for your follow up*** refunded the differenceMuch appreciated.? ? Regards,
** ***
The Area Manager corresponded by email with the customer and apologized for the situation.? We refunded the entire rental of $instead of the requested $
?
We are aware of Mr***’s complaint and are very sorry that
he had this experience while renting a car from our company.? During
previous communication with Mr***, we explained to him that, while it was
very unfortunate that some oil leaked on his garage floor, there was
no
indication that it was due to any negligence on the part of our company.?
The estimates provided by Mr*** were excessive in cost and included much
more than simply cleaning the concrete.? They also included professional
sealing and epoxy of the surface, which is very different than pre-loss
condition.?
?
For reasons of customer service, we offered Mr*** $
to assist with cleaning costs, which he accepted.? This payment was not an
admission of guilt or liability, but simply an effort to assist Mr***
with the cost of time and supplies to clean an oil spill on his garage floor
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 received a call from Kyle of Enterprise Rental Car in San AntonioHe was able to resolve this issue by offering me a car rental
voucherThank you for your assistance in this matter.? ? I understand that this complaint may be publishedIf so, please keep my personal information in confidence---anonymousThank you?
Airport Area Manager spoke to the customer to apologize for his experience and ensure that we would address his concerns for the service he received.? Customer will let us know if he needs further assistance
RevDex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meHowever as a result of this experience, I will no longer use or recommend Enterprise rent a car to any friends or family.?
Regards,
*** ***
*** ***,
?
Thank you for reaching out to me
in regard to your claim.? I have called and left my contact information on
your voicemail, as well as e-mailed so you can reach out to me at your earliest
convenience regarding this issue? I have also reviewed all of
the
information in regard to your rental, this claim, and the vehicle.?
I have reviewed the contracts
prior to the rental as well as yours, and on both yours and the prior contracts
there was no damage documented regarding any front bumper damage or air
conditioner malfunction.? When you rented the vehicle you initialed
agreeing to the condition of the vehicle which showed no damage to the front
bumper, and when you returned the vehicle it had noticeable front bumper damage
that appears to be directly related to the AC condenser damageIt also shows
that you declined our damage waiver option on the rental, which accepts
liability for any damages caused to our rental vehicle.? Also, in the
beginning of your statement you said that you noticed the AC not working
immediately after leaving the lot, in route to ***.? However, later in
your statement it says that the AC did not work prior to you renting and
? you would have rejected it if the branch had anything else available
which is contradictory to the beginning of you statementI have also reviewed
the notes from your contract, and they do not show any documentation of a phone
call regarding the air conditioner malfunctioning, nor did you make any
attempts to stop at a rental branch to switch to another vehicle during your
rental.? After reviewing all of the documentation, history, and pictures
it does not appear that this damage was on the vehicle prior to the time of
your rental.? I will notify our damage recovery unit to continue to pursue
on this claim
Again, please reach out to me at
your earliest convenience if you would like any further explanation on my
findings
?
Thank you,
I have left this customer two voicemails and have also sent an email in efforts to resolve this complaint.? I have not received a response from this customer.? I will update this complaint if I hear back from the customer.? Thank you,? *** ***
***
Complaint: [redacted]
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
Complaint: [redacted]
I am rejecting this response because: Please provide pictures with time stamps on them to prove your claimAlso provide documentation from repair shop regarding the types of repairs were done
Regards,
[redacted]
Area manager contacted the customer to make him aware? of this issue and? our accounting office would get this resolved.? He thanked us for providing an update.? We also covered days of the rental for the inconvenience.?
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,*** ***
Our *** *** *** did reach out to customer and discussed the damages of the vehicle? that were a result of *** ***'s rental.? Our *** *** was going to be sending *** *** some pictures as well.? The *** *** over this rental branch reached out to customer as
well, as *** *** was also requesting a refund on a discounted rate? he believes he should have received.? The *** *** will be working with customer regarding the discounted rate refund.?
[redacted],
Thank you for reaching out to me
in regard to your claim. I have called and left my contact information on
your voicemail, as well as e-mailed so you can reach out to me at your earliest
convenience regarding this issue. I have also reviewed all of...
the
information in regard to your rental, this claim, and the vehicle.
I have reviewed the contracts
prior to the rental as well as yours, and on both yours and the prior contracts
there was no damage documented regarding any front bumper damage or air
conditioner malfunction. When you rented the vehicle you initialed
agreeing to the condition of the vehicle which showed no damage to the front
bumper, and when you returned the vehicle it had noticeable front bumper damage
that appears to be directly related to the AC condenser damage. It also shows
that you declined our damage waiver option on the rental, which accepts
liability for any damages caused to our rental vehicle. Also, in the
beginning of your statement you said that you noticed the AC not working
immediately after leaving the lot, in route to [redacted]. However, later in
your statement it says that the AC did not work prior to you renting and
you would have rejected it if the branch had anything else available
which is contradictory to the beginning of you statement. I have also reviewed
the notes from your contract, and they do not show any documentation of a phone
call regarding the air conditioner malfunctioning, nor did you make any
attempts to stop at a rental branch to switch to another vehicle during your
rental. After reviewing all of the documentation, history, and pictures
it does not appear that this damage was on the vehicle prior to the time of
your rental. I will notify our damage recovery unit to continue to pursue
on this claim.
Again, please reach out to me at
your earliest convenience if you would like any further explanation on my
findings.
Thank you,
Area manager had spoken to the customer regarding the damage to the windshield.? We informed her that the? Damage Recovery Unit will be in contact with the customer regarding the claim.? They will look into any pre-existing damages as well.? ? ?