We are aware of Mr [redacted] ’s complaint and are very sorry that he had this experience while renting a car from our company.? During previous communication with Mr [redacted] , 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 [redacted] 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 [redacted] $ 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 [redacted] with the cost of time and supplies to clean an oil spill on his garage floor
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
The Area Manager corresponded by email with the customer and apologized for the situation. We refunded the entire rental of $instead of the requested $
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and will just drop itThere has been no acceptance of responsibility for the way this situation was handled by Enterprise Rental Car, and nothing done to address the hours and hours I spent getting this straightened out Although this is no longer an issue under the purview of your fine organization, I hope this complaint all correspondence will be available to the public on your site so other consumers are made aware of how this company operates.Thanks for your assistance Regards, [redacted]
A copy of the reservation shows the pick up date for the rental being 4/22/and the return date being 4/27/ The rate of the truck on the reservation is $59.99/Day and $299.99/Week Reservation # [redacted] A copy of the signed rental agreement by the customer shows that the rates on the contract are exactly what were on the reservation ($59.99/Day and $299.99/Week) and on the lower part of the contract it states "I will return car by:" 04/27/ 3:00PM $ This is for the amount of the rental $ ($+ tax) plus a $security deposit A copy of the ticket that is given to the customer upon return shows that the customer kept this vehicle until 5/5/which was two weeks of rental versus her original week that she had reserved The price was always transparent and the original signed contract shows that prices and our date of expected return are in order
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 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
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
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]
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
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.
Refunds have been processed for [redacted] One refund processed on 1/5/in the amount of $and the other processed on 2/5/in the amount of $ The Branch Manager for the location mentioned in the original complaint has reached out to [redacted] to relay this to her as wellIf you require further information, please do let me know ***
We are aware of Mr [redacted] ’s complaint and are very sorry that he had this experience while renting a car from our company During previous communication with Mr [redacted] , 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 [redacted] 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 [redacted] $ 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 [redacted] 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 [redacted] , 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
[redacted] - Please consider this matter closedI have spoken with Ms [redacted] regarding her rental experience and apologized for the inconvenience this may have causedMs [redacted] was unaware of the charges on her credit card and did not believe the explanation she was given about these charges were justifiedMs [redacted] did mention that she received the refund she was requesting on 5/12/and appreciated itShe stated that the complaint to the Revdex.com had already been initiated but did agree that the complaint had been handledMs [redacted] thanked me for my time and stated that I was pleasant and understanding
[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,
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 It hasThank you for your follow up [redacted] refunded the differenceMuch appreciated. Regards, [redacted] ***
We are aware of Mr [redacted] ’s complaint and are very sorry that he had this experience while renting a car from our company.? During previous communication with Mr [redacted] , 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 [redacted] 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 [redacted] $ 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 [redacted] with the cost of time and supplies to clean an oil spill on his garage floor
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
The Area Manager corresponded by email with the customer and apologized for the situation. We refunded the entire rental of $instead of the requested $
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and will just drop itThere has been no acceptance of responsibility for the way this situation was handled by Enterprise Rental Car, and nothing done to address the hours and hours I spent getting this straightened out Although this is no longer an issue under the purview of your fine organization, I hope this complaint all correspondence will be available to the public on your site so other consumers are made aware of how this company operates.Thanks for your assistance Regards, [redacted]
A copy of the reservation shows the pick up date for the rental being 4/22/and the return date being 4/27/ The rate of the truck on the reservation is $59.99/Day and $299.99/Week Reservation # [redacted] A copy of the signed rental agreement by the customer shows that the rates on the contract are exactly what were on the reservation ($59.99/Day and $299.99/Week) and on the lower part of the contract it states "I will return car by:" 04/27/ 3:00PM $ This is for the amount of the rental $ ($+ tax) plus a $security deposit A copy of the ticket that is given to the customer upon return shows that the customer kept this vehicle until 5/5/which was two weeks of rental versus her original week that she had reserved The price was always transparent and the original signed contract shows that prices and our date of expected return are in order
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 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
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
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]
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
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.
Refunds have been processed for [redacted] One refund processed on 1/5/in the amount of $and the other processed on 2/5/in the amount of $ The Branch Manager for the location mentioned in the original complaint has reached out to [redacted] to relay this to her as wellIf you require further information, please do let me know ***
Area manager left a voicemail on 5/22/ We will follow up with the customer and provide an update
Customer was refunded the amount for the charges in question
We are aware of Mr [redacted] ’s complaint and are very sorry that he had this experience while renting a car from our company During previous communication with Mr [redacted] , 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 [redacted] 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 [redacted] $ 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 [redacted] with the cost of time and supplies to clean an oil spill on his garage floor
Area manager spoke to the customer and refunded the full amount in question Issue has been resolved
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 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
[redacted] - Please consider this matter closedI have spoken with Ms [redacted] regarding her rental experience and apologized for the inconvenience this may have causedMs [redacted] was unaware of the charges on her credit card and did not believe the explanation she was given about these charges were justifiedMs [redacted] did mention that she received the refund she was requesting on 5/12/and appreciated itShe stated that the complaint to the Revdex.com had already been initiated but did agree that the complaint had been handledMs [redacted] thanked me for my time and stated that I was pleasant and understanding
[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,
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 It hasThank you for your follow up [redacted] refunded the differenceMuch appreciated. Regards, [redacted] ***