Management? contacted? Mr [redacted] on Sat 6/and made him aware that we have refunded the his credit card on file for $On Monday 6/20, we emailed him a copy of the receipt showing the refund Mr [redacted] was pleased with the quick response on Saturday
Complaint: [redacted] I am rejecting this response because: I was not properly informed of any outstanding balance by mail or email nor phoneThere for after a month of no notification I assumed they balance was paid if not I should have been notified Regards, [redacted]
The phone number is unavailable to contact customer backThe customer’s insurance company declined the direct bill because customer didn't have rental coverageWe 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
[redacted] rented the vehicle on 4/10/at 9:11am at which time the vehicle was inspected.? [redacted] declined our optional damage waiver and initialed the vehicle inspection which clearly has “No Damage” and Hail Damage “No” marked ? [redacted] 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 [redacted] ’s rental.? A review of prior rental agreements was completed and there is no indication of damage prior to [redacted] ’s rental ? Per the terms and conditions of our rental agreement with [redacted] , 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 ?
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,
[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 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 [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 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,
Complaint: [redacted] 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, [redacted] ?
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, [redacted] [redacted]
We could not find any issues with the Jeep Patriot and it has been rented by other customers with no problems [redacted] was also offered two different options to switch his vehicle including a Nissan Rogue SUV that he declined We will not be providing [redacted] with any reimbursement Thank you
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] ? ?
Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID [redacted] , 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, [redacted] ***
Initial Business Response / [redacted] (1000, 5, 2016/09/08) */ [redacted] , We are sorry you are having issues with your vehicleWhen your vehicle arrived on 04/05/we had replaced the clutch [redacted] 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 / [redacted] (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 / [redacted] (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 [redacted] 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 / [redacted] (4000, 14, 2016/09/19) */ ***Document Attached [redacted] Hello [redacted] , 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 [redacted] the internal valveIn result this will give you poor hydraulic pressure and possibly intermittent pedal pressure
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
Our [redacted] did reach out to customer and discussed the damages of the vehicle that were a result of [redacted] 's rental Our [redacted] was going to be sending [redacted] some pictures as well The [redacted] over this rental branch reached out to customer as well, as [redacted] was also requesting a refund on a discounted rate he believes he should have received The [redacted] will be working with customer regarding the discounted rate refund
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me My complaint has been resolved to my satisfaction with enterprise rental carThank for your assistance Thank You Regards, [redacted] ***
Complaint: [redacted] I am rejecting this response because: I have not received ANY notifications from the companyI did receive my refund, but the company has not called nor emailed me Regards, [redacted]
Management? contacted? Mr [redacted] on Sat 6/and made him aware that we have refunded the his credit card on file for $On Monday 6/20, we emailed him a copy of the receipt showing the refund Mr [redacted] was pleased with the quick response on Saturday
Customer was given a refund for the? amount of the rental on 9/15/2016.? ?
Complaint: [redacted] I am rejecting this response because: I was not properly informed of any outstanding balance by mail or email nor phoneThere for after a month of no notification I assumed they balance was paid if not I should have been notified Regards, [redacted]
The phone number is unavailable to contact customer backThe customer’s insurance company declined the direct bill because customer didn't have rental coverageWe 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
[redacted] rented the vehicle on 4/10/at 9:11am at which time the vehicle was inspected.? [redacted] declined our optional damage waiver and initialed the vehicle inspection which clearly has “No Damage” and Hail Damage “No” marked ? [redacted] 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 [redacted] ’s rental.? A review of prior rental agreements was completed and there is no indication of damage prior to [redacted] ’s rental ? Per the terms and conditions of our rental agreement with [redacted] , 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 ?
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,
[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 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 [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 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,
Complaint: [redacted] 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, [redacted] ?
Area manager spoke to the customer and refunded the full amount in question.? Issue has been resolved.?
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, [redacted] [redacted]
We could not find any issues with the Jeep Patriot and it has been rented by other customers with no problems [redacted] was also offered two different options to switch his vehicle including a Nissan Rogue SUV that he declined We will not be providing [redacted] with any reimbursement Thank you
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] ? ?
Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID [redacted] , 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, [redacted] ***
Initial Business Response / [redacted] (1000, 5, 2016/09/08) */ [redacted] , We are sorry you are having issues with your vehicleWhen your vehicle arrived on 04/05/we had replaced the clutch [redacted] 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 / [redacted] (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 / [redacted] (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 [redacted] 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 / [redacted] (4000, 14, 2016/09/19) */ ***Document Attached [redacted] Hello [redacted] , 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 [redacted] the internal valveIn result this will give you poor hydraulic pressure and possibly intermittent pedal pressure
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
Our [redacted] did reach out to customer and discussed the damages of the vehicle that were a result of [redacted] 's rental Our [redacted] was going to be sending [redacted] some pictures as well The [redacted] over this rental branch reached out to customer as well, as [redacted] was also requesting a refund on a discounted rate he believes he should have received The [redacted] will be working with customer regarding the discounted rate refund
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me My complaint has been resolved to my satisfaction with enterprise rental carThank for your assistance Thank You Regards, [redacted] ***
Complaint: [redacted] I am rejecting this response because: I have not received ANY notifications from the companyI did receive my refund, but the company has not called nor emailed me Regards, [redacted]
We have resolved this concern with the customer by waiving the damage fees
Area manager left a voicemail on 5/22/17.? We will follow up with the customer and provide an update.? ?