Mountain West Seat Covers, Inc.

I am rejecting this response because: TO the BBC: I am unable to respond within your seven days in full, as I am very illBut I will write/type as long as I am ablePlease just note, this can't be a completed response at this timeStarting tomorrow, I will be in and out of medical appointments and procedures that aggravate my medical conditions greatlyThis will render me unable to type or speak fir approx1-2wksI can use my husband as a proxy; however he is also disabled and will be my only caregiver along with our 18yo sons assistanceI will say that Enterprise is burying themselves in more and more lies, which surprises me, as my TTL records conversations, as I well informed their callers of thisWhy they continue to lie? I don't knowNow, I'm reading something brand new re: my mother being with me? My mother lives in Oklahoma; Yes, the person I thought held my trust to drive me that day did have his girlfriend with him but she never approached the counter and is only 2-3yrs older than meBut, now she's my mother? Needless to say, I'm deeply surprised at the behaviors of this company I, as well as, my husband were lied to by being told that Enterprise would file a stolen car reportA misunderstanding of this falling into my lap is incorrectMy husband and I both contacted the police more than once and I could not report a car stolen that I do not have permission to drive, nor ownI have never been the lein holderMy comprehensive coverage, which includes theft, covers me from costsPeriod, per their own head corporate officeI could go further and mention the lies involving the falsities behind them telling us that they filed a police report as well as have someone call both myself and my husband introducing himself as an Sac County officer investigating the car, all untrue as neither the manager of Enterprise or the person introducing himself as Officer *** could produce a police report numberFranklyI am illI don't have time for gamesUnder the ADA, public accommodation is required for the disabledEnterprise failed thisLike I've mentioned above, I must care for my health and will continue this complaint as I am able, as well as, through any and all avenues available to meI appreciate all the support via the Revdex.com and hope this can continue

Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is okay with me However I will not be fully satisfied until I actually see the refundso far nothing has shown up in my accountlittle concerned but do understand it takes up to a week to show

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

I am rejecting this response because:They are not
responsible for criminal actsHowever, they cannot be irresponsible, or negligentThey not only let the hit and run driver leave, they failed to keep her info, or report this incident to the policeThis is gross negligenceI cannot collect from my insurance due to their negligenceTwo nights later, they did not report to the police when my window was smashedFurthermore, they do not care in the least, and I think the vandalism is inside job, connected to shop across the street--thus not reportedPlease provide the name to file legal complaint againstThanks

Tell us why he Please read the comments from our Area Manager:  On Friday, December 1st at 11:17 am I received a call back from [redacted] in response to the message I left. She explained what happened from her end. She felt that someone else had the vehicle and she should not be responsible. After she spoke, I replied stating that this entire issue came about because she gave the vehicle to a person ([redacted]) who was not listed on the contract and was unauthorized to drive the vehicle. The reason we spoke to him is because she was not responding to our messages and he was the only one that was picking up our calls. [redacted]’s number was listed as a second contact as well as a reference in her cash qualification form. He told us the vehicle was returned to the Sacramento Airport and it may be at [redacted]. She agreed that he told her the same thing. I then let her know that our branch manager, [redacted], had walked the lot himself and could not find the vehicle.  Two weeks later [redacted] went to the airport and she "located" the vehicle on the lot. She spoke to [redacted] at Enterprise and he explained that the vehicle must have just dropped. She suggested that it must have been there for weeks. I let her know that all rental car companies inventory all vehicles at the end of the day as well as throughout the day. She then backed off and agreed that her issue was with [redacted].  [redacted] feels there was no damage to the vehicle based on the pictures she took. However, the pictures she provided do not include the top of the door nor the roof, which is where the damage occurred. Ms. [redacted] is in no way being discriminated against. Our conversation was cordial and she agreed with everything I explained. re...

After further review, we have found the charges to be excessive and will refund the amount in question.

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.

Our airport manager spoke with Ms. [redacted] and has credited her account with the points from her last rental. Customer was satisfied.  thank you.

Tell us why here... At the time the renter returned the car she stated she was attempting to refuel the vehicle and that the space was too narrow for her to drive through and the front right bumper was scraped.  At that time, we filed a claim and took a deductible of $250. The total for damages...

was $522, with the unpaid balance being $272.  The renter attempted to use her credit card company insurance policy  to cover the damage, but the credit card company either declined coverage or she never followed up with them.   Payment for the claim was not made before 90 days, resulting in her being sent to collections for the balance and we have not heard from her until now.  We made multiple attempts by phone ( 5 in total)  to contact the renter since receiving her Revdex.com complaint , and have sent an email to the address she provided. The email was returned as undeliverable.  To date she has been unresponsive to our attempts to make contact.  We will not be refunding the $250 deductible or remove her from collections.

The customer is from China and his daughter who lives in Davis, CA wanted to pay for the rental. The daughter was 23. I explained to her that if she wanted to pay for the rental we would have to make her a primary driver & there would be an underage fee of $25/day. At that point the daughter’s...

boyfriend stepped in & said she’s not driving the car & the father’s credit card was not going through. I explained the policy again & said, I can try running the credit card but if it doesn’t go through than the only option is to make the daughter the primary renter but the underage fee would apply. We ran the card again and it did go through. The boyfriend became agitated and began using profanities. I then asked if the customer had an international driver license. The daughter handed me the required print out from the Alamo’s website. The printout was correct but the picture on the printout was of bad quality. The boyfriend said “what’s the problem now?” I told him the quality of the picture is bad & it is important that the picture on the paperwork match the actual driver license. I never once said, “That is a crap copy”. I started to process the rental, speaking to the daughter as her father does not speak English. The boyfriend continued to step in and had a hostile disposition. We brought up a [redacted] Equinox. Neither the customer nor his daughter had a problem w/ the vehicle, but boyfriend said, “No, we booked a RAV4.” I explained that he booked a midsize SUV & we do not promise a particular car just the car class & if he wanted a RAV4, there will be a wait. The boyfriend became irate at this point and began yelling. At that point, I told him he is not the renter & I will stop all communication w/ him. After the car was brought back with a full tank of gas, the boyfriend, who is not an authorized driver, drove off in the vehicle. That action alone is reason enough for us to demand the rental be returned. Both the customer & his daughter understood everything I explained to them. The boyfriend questioned everything and responded “that’s [redacted].” I was fully aware the customer did speak English & I even understood why the daughter would be upset that she could not pay for the rental if she was not the driver. We would be more than happy to discuss this situation with the renter’s daughter. We will get in touch with her directly.

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,

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...

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.

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.

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.

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

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

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.