Moco Cellular Accessories

After fully researching the renter's claims, it appears as though a breakdown in communication had occurred between Enterprise and the renter as to who would be responsible for payment.  Therefore, we are refunding the entire amount requested by the renter.

This was caused from a glitch in our reservation system due to a rate change. We have emailed the customer stating that we will refund him 146.20 for mileage fee. Tell us why here...

Enterprise Rent A Car has determined that the customer is responsible for the charges.  We spoke to the insurance adjuster who confirmed that he had conversations with both the renter and the renter's daughter at the beginning of the rental to let them know that the insurance company would...

cover only 3 days due to policy limits.  At that time the adjuster advised the renter to file a claim with [redacted] Insurance because of the policy issue.  The adjuster followed up with [redacted] on 10/12 and discovered that the renter had not filed a claim. We discovered later that the renter did not have rental coverage on his own policy which may be why that never happened. Due to the fact that the customer was made aware of that by his adjuster, we will not be issuing a refund.  The customer refused to reach out to the insurance company to help me with this matter and the adjuster was very sure the customer was aware of the coverage limits.

After providing unacceptable service, how Enterprise handled our case upon hearing...

what happened to us was quite disappointing. They offered to give me a $45 credit, which I declined.  I just learned that they have refunded my entire rental charge, which I never requested.I'm advised to prepare a write-up of my experience in detail and submit to local news outlets in hopes of raising awareness of such practice.

It was confirmed that the refund had not been processed.  A call was placed to the customer apologizing for the delay and that a full refund of $134.95 was processed on 9/28/16.

Better...

Business Bureau:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me. I accepted the offer of a complimentary rental, and it was completed with excellent service by [redacted] in the Lodi office. Also, Leslie the area manager assured me that the policy had been properly communicated to the branch employees to forestall any further problems for others regarding my original complaint. Thanks for your prompt and effective response. I'm very pleased with your service and won't hesitate to make use of it again if needed. Best regards,

We have contacted the customer and will add 3 free rentals days to her Eplus account.  Customer is satisfied with the outcome.

We contacted the customer and apologized for the situation. We will be sending a check in the amount of $51 to cover the Uber costs.  Customer was satisfied with the outcome.

I am rejecting this response because: enterprise failed To properly inform [redacted], a person with cognitive, neurological and medically verifiable physical disabilities the nature of the rental contract. She informed enterprise she had difficulty understanding things and needed full explainations. She asked on three occasions if the contract was for more than one day. She was told the rental was for only one day. They did not inform her that the contract was open ended. If they could not fully explain their rental guidelines completely they should have never rented to he** Further, they lied to her and said they would file a stolen vehicle report on 05/20/15. They again lied days later and told [redacted] the report was filed.  They never filed a stolen vehicle report. I, [redacted], spouse filed the report myself which led to the vehicle being returned. They told [redacted] on the phone that they gave the man who stole the car verbal authorization to retain the vehicle for an additional 4 days without ever getting consent from [redacted]. They used intimidation tactics by having one of their investigators falsely claim to be an officer of the law. The enterprise staff said in a phone conversation to [redacted] that they cared more about their car than they cared about [redacted]'s life when she mentioned the man who stole the vehicle threatened [redacted]'s life. This was dictated to [redacted], [redacted]'s husband, and approved by her