K&L Leasing

We apologize for any inconvenience this has caused *** ***. We are working with the lender to get the appropriate loan rate

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not
resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** *** I HAVE NOT REC MY RECEIPTS FOR THE LAST MONTHS

The Group Truck Manager spoke with Ms*** and provided all the receipts to her today for her rentals from the last months

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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. The business has refunded all monies due 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,
*** ***

This consumer response was received by Revdex.com via email.It seems to me that it was the bank, not Enterprise, who demanded the change in my loan agreement, and came up...

with a way to make it "look right".I'm satisfied that they've kept the monthly payments at $163.91, and that is the amount on my original agreement.

We apologize for the inconvenience Mr. [redacted] experienced at our National Rental location at the Cleveland Hopkins Airport when he attempted to secure a rental vehicle using his debit card.  Even though Mr. [redacted] has paid Priceline for the rental car, National doesn't receive any...

payment from Priceline for any rental booked through Priceline until the rental transaction is complete.   Since National was unable to complete the rental transaction, National Rental didn't receive any revenue from Priceline for Mr. [redacted]'s unused reservation.  Mr. [redacted] must contact Priceline for any additional refund he is seeking for his unused reservation.  On Priceline's website there are two links for customers to review National's Rental Policy regarding acceptable forms of payment before completing the reservation, the first is under the "Driver Information" section.  When clicking that link, the customer is directed to National Rental's Policy and Rules.  The other link to access National Rental's Policy and Rules is right above the option to actually book the reservation though Priceline, there is a statement embedded with three links, it states, "I agree to Booking Conditions, National Rental Policy and Rules, and Term and Conditions in booking this rental."  The following has been pulled directly from National Rental's Policy and Rules link on Priceline's website regarding non credit card deposits: Rental RequirementsAll renters and additional drivers must be 21 or older, have a valid driver's license and a major credit card in their name. Driver's licenses are accepted from any USA state or territory, from a Canadian province or from an international country. Licenses from outside the USA or Canada also may require an international driver's permit. International driver's permits are valid only if presented with the original local license. Individuals with permits, restricted, conditional or provisional licenses are not eligible to rent. U.S. government employees ages 18 or older will not incur a young driver surcharge when renting for authorized government travel. AGE – The underage surcharge for drivers between the ages of 21 and 24 is $15 per day. Renters between the ages of 21 and 24 may rent the following vehicle classes: Economy through Full Size cars, Intermediate SUVs and Minivans. NON CREDIT CARD DEPOSITS – Debit cards are accepted at the time of rental with a round trip travel ticket, e-ticket, or travel itinerary that shows the renter's name and discloses the return date and port of departure. Local renters must have a credit card to secure the rental. Renters using a debit card as a deposit may rent the following vehicle classes: Economy through Full Size cars, Intermediate SUVs and Minivans. DEPOSIT AMOUNT – A deposit equal to the cost of the rental will be taken at the time of rental, and the funds will not be available for use until after the vehicle has been returned. Cash, prepaid cards and money orders are not acceptable methods of deposit. This location is not responsible for any overdraft fees incurred.

Ms. [redacted] has not been a customer of ours since 2008.  Our Risk Management Department has discussed the reason she cannot rent with us in 2010 and 2011.  This matter has been closed for several years and our position will not change.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]In fact I have had conversations with Enterprise and my
insurance company about this issue. Further, my insurance company in my
conversation with the claims adjuster did find the repairs questionable as the
damage in the photos did not match the agent’s description. My insurance
company accepted the removal of all the add-on fees as an expedient settlement
with Enterprise. I initially contacted an agent at the Enterprise Damage
Recovery Unit about this claim. He understood what I was saying, but said that
he could only go by the damage estimate as shown on the invoice. He suggested
waiving the-add on fees as a compromise, but this was not acceptable to me
because the fees were not the issue I was raising.  I was raising the issue of the damage repair that
I am not responsible for. I discussed this with my insurance company. They
agreed that the damage shown in the pictures does not match the damage
description. Subsequently, my insurance company contacted Enterprise and
arrived at the settlement with add-on fees waived. In the meantime while
I was attempting to resolve this, Enterprise employed the [redacted]
collection agency to pressure me into quickly paying what Enterprise thought I
owed. I am still getting letters from the collection agency as of this past
Monday even though the settlement was made over a week ago.  Enterprise has not proven to be a company
with which it is easy to resolve a legitimate complaint. I am attaching photos of the damage that was repaired as
well as the original description of the damage when I returned the car to Enterprise
that was written by the Enterprise agent and which I signed off on. It is
obvious that the damage description does not match the damage in the photos. There
are three areas of damage shown in the photo, however only the white paint mark
on the bottom of the door was there when I returned the car (this is what is
described in the damage report made by the Enterprise agent when I returned the
car and what I signed off on). The other areas (the chip above the wheel well
which appears to be the most serious damage and the area circled in paint
higher on the door) were not there when I rented the car, nor when I returned
the car. This damage may have occurred later at the Enterprise garage, at
[redacted], or in transit. I have been billed for the repair of all three
areas. This is not fair. I maintain that the bill should be split in thirds. I
am only responsible for one third of the cost of repair.  The way my insurance company settled with Enterprise is not
entirely relevant to the complaint I am filing with the [redacted]. The issue of the
damage was raised and Enterprise agreed to drop the add-on charges. My
insurance company accepted this settlement. This is a relatively small amount
of money at issue and it is likely my insurance company felt it wasn’t worth
their time to push further. My insurance company accepting this deal is not an
admission that they felt the estimate was correct, on the contrary that
Enterprise dropped the add-on charges indicates their admission of the
possibility of a problem. Yet, I am paying for damages that I am not responsible for.
Enterprise refuses to acknowledge this even though there is strong evidence
that this is the case (see attachments). There has not been a resolution that
is fair and acceptable to me despite my efforts. This is the reason for this
complaint to the [redacted].
Regards,
[redacted]

Per our conversation regarding Revdex.com complaint [redacted].  Mr. [redacted] is not being charged for anything that isn’t connected to the damages that were addressed with him by the rental branch.   When a vehicle is damaged, the repair facility will often remove the panels around it to repair the damaged part/panel of the vehicle.  After repairs are complete the panels are reinstalled, that is called R & I on an estimate.  Since paint typically cannot be matched perfectly with the factory finish on the surrounding panels, shops with blend the paint on adjoining panels so there isn’t a noticeable difference on the panel/part of the car that was repaired. Mr. [redacted]’s insurance company has paid their portion of the claim above his $250 deductible and a copy of the estimate was provided to the adjuster for review.   If there was anything questionable with the repairs, his insurance company would have contacted us to discuss and resolve.  They didn’t find anything unfair or out of line with our estimate and issued payment for damages above his $250 deductible.  If Mr. [redacted] had any questions about the estimate that he didn’t want to discuss with us, his insurance company certainly could discuss and review it with him.    Our claims department has agreed to waive the additional fees that are associated with each claim and settle just for his $250 deductible in an effort to resolve and close this claim.     I have attached the estimate for repairs to include in your file, please let me know if you need anything else to close this file.  Thanks,[redacted]

We appreciate Ms. [redacted] bringing her concern to our attention.  Our Area Rental Manager has discussed this matter with Ms. [redacted] and she does understand that she as the renter is ultimately responsible for any charges for the rental vehicle that were not paid by the dealership that was...

repairing her vehicle.That being said, because there was clearly miscommunication regarding how much those charges would be we have decided to refund the entire amount Ms. [redacted] was requesting in the interest of customer satisfaction.We appreciate Ms. [redacted]' business and hope that she would consider us for any future rental needs she may have.

We appreciate Ms. [redacted] bringing her concern to our
attention.  We regret any inconvenience this issue has caused her and we
have confirmed that the refund has now been processed accordingly.
We have relayed this information to Ms. [redacted] and she has
indicated that she views...

this matter as resolved to her satisfaction.

To whom it may concern:
Please accept this correspondence as our response to the complaint filed by [redacted]. We have reviewed the concerns raised by Mr. [redacted]. Mr. [redacted] rented a 2015 Chevrolet Cruz from CLERAC, LLC dba Enterprise Rent-A-Car [redacted] Cleveland Heights, OH 44118 on...

09/08/2015.
At the time of rental, a vehicle inspection was completed in the presence of Mr. [redacted] and it was determined to be rented without existing damage. This was confirmed by Mr. [redacted] by him initialing on the face of the rental agreement as acknowledgement of the vehicle condition.
Mr. [redacted] returned the rental vehicle to the same location on 09/14/15. Upon return and in Mr. [redacted]’s, the rental vehicle was inspected by an Enterprise employee. Damage was found on the rear passenger side door. This damage was not previously documented at time of rental and therefore, a change in vehicle condition report was initiated.
While Mr. [redacted] may not be aware as to the cause of the damage, pursuant to section 6 of the rental agreement executed by Mr. [redacted]: "Renter accepts responsibility for damage to, loss or theft of, Vehicle, Optional Accessories or any part or accessory occurring during the Rental Period regardless of fault or negligence of Renter or any other person or act of God."
Mr. [redacted] was sent an invoice for the remaining amount of $703.07 Mr. [redacted] already paid $250.00 at the branch ($658.53 in physical damage, $100 Administrative Fee, $128.69 Loss of Use and $65.85 Value Diminishment). We respectfully believe that the amount sought by Enterprise from Mr. [redacted] is reasonable, appropriate and in accordance with his obligations under the terms of the rental agreement. This being the case we are also willing to waive the fees that associated with the claim at this time. The remaining balance due for Mr. [redacted] is $408.53.
Thank you for your consideration in this matter. Please contact the undersigned should you have any additional questions.
Sincerely,
[redacted]

Our group truck manager confirmed with Ms. [redacted] that she now has all the documentation she had requested.

We appreciate **. [redacted] bringing his concern to our attention.
 
**. [redacted] had been renting the vehicle in question from
Enterprise for nearly two months (3/21/17 through 5/17/17) and had put 9,268
miles on this vehicle.  We know that if
the fuel had been contaminated...

prior to **. [redacted] taking possession of it,
he would have had mechanical problems long before he returned the vehicle on
May 17.  When he returned the vehicle,
the Check Engine light was illuminated. 
The vehicle was returned with a full tank so there was no need for
Enterprise to add fuel to the vehicle. 
The vehicle was immediately sent to the [redacted] dealership service
department for a diagnostic check to determine the reason for the illuminated
warning light and they found that the fuel system had been contaminated with
diesel fuel.
 
We regret any inconvenience this incident has caused **. [redacted]
but because it is clear to us that the diesel fuel was added to the vehicle’s
fuel system at some point during the course of **. [redacted]’s rental, based on
the terms and conditions of our rental agreement, he would be financially
responsible for the damage caused by the fuel contamination.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
My stance remains the same - Enterprise is just cheating in this instance.Genuine customers like me gets affected - paying the money is not the issue for me at all, I can afford BUT Trust in enterprise is gone for me !I will be escalating this to my employer as well so that they are warned of unethical behaviours / cheating by enterprise Disappointed 
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]I appreciate Enterprise's willingness to have a person from their damage recovery unit contact me, but they must be willing to tell me how the other two areas of damage that appeared on the car after I returned it were repaired, who was billed for that, and how much they were bilied. My concern is that I was billed for repairing all the damage shown in the photos rather than just the damage that appeared on the car when I returned it and which I signed off on. Clearly this is not fair.If Enterprise continues to refuse to acknowledge that all the damage shown in the photos is not damage that was on the car when I returned it , then I will just be talking to a stone wall.
Regards,
[redacted]

We apologize for the confusion and delay Mr. [redacted] experienced in attempting to get his credit card refunded for rental charges placed on his card beyond the extent of his actually use of a rental vehicle.  The Area Manager that oversees the Elyria branch has refunded $480 back to Mr....

[redacted]'s credit card and left a voicemail message with Mr. [redacted] to contact him directly should he want to discuss this further or have any additional questions.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]The response from Enterprise completely misses my point. I am perfectly willing to pay for what damage I am responsible for. I am not willing to pay for damage I am NOT responsible for. The damage I am responsible for is the damage to the car when I returned it. A detailed damage report was written by the Enterprise agent and signed by me describing the damage that appeared on the car at that time:"Cust rented a car and upon return noticed the rear passenger side door has a major scrape on it much larger than damage evaluator. The scrape has white paint on it . Appears like someone did a hit and run while vehicle was parked. Cust is fully aware of damage and dx, but unaware of who did it. There is also a scrape extending to the fender."Enterprise sent me a picture of the damage that was repaired (I have the picture, but I'm not sure how to attach it here). This picture shows the damage as described above as well as a large chip above the wheel well and damage further up the fender. These damage areas do not have white paint on them and they were not there when I returned the car. I am responsible for one of the three damaged areas (the chip is the most serious damage), so I am responsible for one third of the repair bill.
Regards,
[redacted]