Mountain West Seat Covers, Inc.

Regarding Ms*** ***'s rental with Enterprise Rent A Car, w have investigated the incident in Ms. ***'s complaint. Below is our understanding of the facts.On Monday May 17, 2015, Ms*** came to our Enterprise Rent A Car rental location at the Sacramento Airport, accompanied by a "caretaker" and someone who indicated she was Ms***'s mother. Ms***'s mother and caretaker indicated that Ms*** was disabled and could not drive a car due to narcolepsy, but Ms*** nevertheless wanted to rent a car and add her caretaker on the contract to be her surrogate driver. In accordance with our policy (and applicable law) Enterprise Rent A Car permitted the surrogate driver. At no point did Ms*** or her companions indicate that Ms*** was not competent to enter into an agreement with us, nor did we sense that she was mentally incompetent to contract on her own behalf.Consistent with our surrogate driver procedure, we proceeded to financially qualify Ms*** for the rental of the vehicle and inspected the driver's license of the surrogate driver. Ms*** signed the rental agreement, which provides that Ms***, as the renter, is financially responsible for all charges associated with the rental. Our local employees report that contrary to Ms***'s statement, Ms*** did not ask for any clarification regarding any of the terms and conditions of the rental agreement at the time of the rental.On May 22, we received a call from a male whom we presumed to be Ms***'s surrogate driver saying he would return the car on May 23rd. At this time our local employees report that Ms***'s credit card was declining charges and the car was overdue. On May 25th we received a call from Ms*** who was under the mistaken impression that her surrogate driver had returned the car and opened a separate contract to rent the same vehicle under his name. We informed Ms*** that this was not in fact the case and that the vehicle was still in her name and she was still financially responsible until the vehicle was returned. We also advised that if Ms*** had lost control of the vehicle she would need to contact the police to report the car stolen. It was shortly after this that Enterprise assigned, at our cost, an investigative service, Profound Recovery, to investigate and assist with contacting all parties involved to secure the return of the vehicle. We were subsequently informed that Ms*** was able to report the car stolen, which ultimately lead to the recovery of the vehicle.As a matter of customer service, Enterprise Rent A Car has already agreed to waive some of the cost of the rental for Ms***, however, ultimately Enterprise Rent A Car believes that Ms*** is responsible for all remaining charges associated with this rental and we intend to pursue Ms*** for the remaining outstanding charges

The customer came to pick up the vehicle accompanied by a gentlemanAfter multiple attempts to reach the customer we started calling the other phone number on file which belonged to *** *** who was with the customer at the rental branchHe stated that he had the vehicle and
identified himself as the man that was with *** the day she picked upHe stated that the car was returned to the Sacramento Airport at ***Our Branch Manager, ***, called *** then physically went to the airport to look for itWhen that was unsuccessful *** said he would be back in town and he would help the carA few days later it showed up at the Sacramento airport and they closed the ticketThat is when we discovered damages to the vehicle. After reviewing the cameras at the rental branch, *** saw that there was a man with *** but he never came to the counter to give his information to be added as a driver on the contract. It appears that *** *** rented the car for *** and he didn’t return it when she expected him to and subsequently left her with a large balance and damageAs far as her saying we bypassed her, the only person to respond to our calls was *** stating that he in fact had the vehicle. At this point *** owes $on the rental as well as close to $for damagesShe will be placed on Do Not Rent for amount owed as well as giving the keys to an unauthorized driver

Our Group Rental Manager has sent several emails to the customer to discuss and we have not heard back. We will be refunding the $per the customers request. Please advise if you need anything further

The reply from our Group Rental Manager is below:I attempted to speak with Mr*** this morning regarding the rental. In the short conversation I had with him, he said he didn't want to go through the explanation again and did not want to discuss it and let the BB handle it. In
review of this file, Mr*** failed to return the car after our staff had asked him to do so. At that point we employed a service to help us retrieve our carThis service has a cost that we have passed on to the customer. Mr*** did finally return the car after our recovery service got involved. The charges are as follows:days rental at $27.54/day $gallons of fuel 26.47Airport Fees 84.22Tourism Fee 9.31Tax on fuel .73Sales tax 67.38Recovery Service 400.00Total Charges $946.13We are willing to discuss this with the customer, however he is unwilling to have a conversation

Enterprise cannot be responsible for the criminal acts of othersWe have signs posted advising customers that we are not responsible for anything that happens to their personal vehicle while it is parked on the premises.Tell us why here

Revdex.com:I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me

We have reached out to the customer and addressed his concerns that the damaged occurred after the vehicle was left on our lot. We reviewed the security camera footage and did not show any damage occurring while the car was on our property. The customer is not disputing the damage and
has filed a claim with his insurance carrier

Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me

After discussing further with the customer, we will be writing off the balance of his contract and his owing balance is $0. Customer is satisfied with the resolution

Tell us why here...We confirmed that he did in fact return 3/at 6am and the Sacramento airport closed it out wrongWe refunded him $for days of rental, days full coverage, and the $toll fee he referencesWe talked to him yesterday and apologized that it took him so long to actually
get a hold of someoneWe followed up with the branch as well that we must take better messages and get concerns to management in a timely mannerLast, we left the customer a message that the $will be refunded today but that it does take a few business days to actually show up and to expect the refund next Monday or Tuesday

Tell us why hereOur employee was doing the check in and the vehicle was pulled right out of the wash bay. When the customer started to leave she said the brakes were squeaking and she didn’t feel safe. The car was freshly washed and our employee did say he heard them squeak
so we had another employee drive it around the block. He came back and said they weren’t squeaking anymoreI tried to explain to her that this is a common occurrence when vehicles are washed and the rotors may be wet but once they dry they won’t squeak anymore and that the breaks were fineShe wasn’t happy with that so I test drove it and there was no squeaking or grinding at allI did let her know we didn’t have another option at the moment and we could wait to see what returns we got in if she wantedI was trying to be as understanding as possible and she was just extremely rude the whole time and would barely let me get a word in before she would cut me offShe didn’t want to hear what was said and neither did she want to wait and kept saying that this never happens with her car and if there is something that happens she isn’t responsible and is going to sue usI let her know if she didn’t feel comfortable we could see what else is coming in but she was persistent that she needed to goShe saw and heard the car when I drove off and back on to the lot and there was no grind or squeak at allWhen she decided to take the vehicle I let her know I was just going to check to make sure the contract was completed because it was on a tablet and she didn’t have a pink paperShe took offense to the fact I wanted to double check and said that I thought she was a “LIAR”I did my best to try and reassure her that if there were any major issues it would be something that would notify on the dashShe was calling me MsLady in a rude way which I just disregarded at the end of the transaction and I gave her my name and said she could reach out to me if she had any concerns or wanted to switch out later because I truly did want her to be completely satisfiedI don’t think there was much else we could do as I gave all the options we had possible The car was returned by an unauthorized driver who our employee said was really rude and the vehicle was smoked inWe made the driver aware of the fees and they said just to talk to the renter if we had any questionsWe called the renter and made her aware that the car was smoked in and we needed to get it detailed but would bring the price down from $to just $She hung up different times and called back twiceThe first time she called back she complained about the brakes(which we confirmed again are still not squeaking) and she asked for the employee names and said she was calling the Revdex.com and then hung upThe second time she called back she said were charging her for the marijuana smell because she is black and that we are racist

This was a rental where Mrs*** did rent a car to have a caretaker drive her around. Even though she is a "non-driver" she is the primary renter and for the purposes of the contract is ultimately financially responsible for the rental. I would agree with the renter that this is a
very unfortunate situation and that she was taken advantage of by her caretaker. We did everything we could to recover the car and stop the rental charges when we received our vehicle back. In further review, we will be prorating the rental rate to include a discounted weekly rate of $150/week (day rate) and all single day rates at $25.07, plus taxes. The branch manager will call the customer and provide them with a new total. With that said, the customer is still responsible for the duration of the rental, taxes and costs for recovering the vehicle

I am rejecting this response because: I am unsatisfied with being told one thing and then being charged for thisThe deductible from both plus my insurance deductibleWhat I said was since they are not a company that will stand by what their employees say I guess I will have to continue this with my insuranceBecause does not seem like they are a refutable company

Tell us why We reached out to Lisa and we talked about what happened we apologized for the miscommunication about the total on her bill it doesn't sound like we communicated how the coverage's selected were going to impact the bill on top of needing to upgradeWe will refund her a $She was
very thankful is completely satisfiedhere

Tell us why hereSince receiving the notification from the Revdex.com I have left a couple of messages for the customer and have not received a call back I am the Area Manager for this location and helped ***, the statement that I tried to FORCE her to add on insurance is false As
with every customer I offered the products we have available but in no way did I say it was required. I also do not recall her stating that she would potentially return early, had she done so I would have given her return location options For the inconvenience of *** making a return trip to return to the branch to return the keys the branch gave her a credit for one day of rental and only charged her for two

The facts speak for them selves and these facts are not accurate and as you can see I am on a do not rent to..and I will be asking my state peers to also do not rent from Enterprise.1) I went there specifically for a reason, their staff fked the the contract upIt was for specific time frame: they never called me..Staff is lying..they assumed they had info correct and had me sign.2) I found the car in their inventory hiding so they could charge me more as they are known forNo damage (pictures attached)3) I had no unauthorized driver, and my balance is zeroinvoice attached

We spoke to the customer and apologized for the miscommunication. Our mileage policy had changed but the branch personnel were not aware. We will give the customer a free day rental and will also ensure that our employees are fully aware of the change in mileage policy

We will not be pursuing the customer for the cracked windshield. We have responded to the customer letting him know and apologizing for the communication error. Thank you

Customer has been contacted and his balance has been paid in full

We have been in contact with this customer and we are researching the issue. Because we found an older ticket with his information we need to research this further. We hope to have a resolution by the end of this week. Thank you,*** ***