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 hereAt 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 $The total for damages was $522, with the unpaid balance being $ 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 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 ( in total) to contact the renter since receiving her Revdex.com complaint , and have sent an email to the address she providedThe email was returned as undeliverable To date she has been unresponsive to our attempts to make contact We will not be refunding the $deductible or remove her from collections
Tell us why he Please read the comments from our Area Manager: On Friday, December 1st at 11:am I received a call back from [redacted] in response to the message I leftShe explained what happened from her endShe felt that someone else had the vehicle and she should not be responsibleAfter 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 vehicleThe 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***’s number was listed as a second contact as well as a reference in her cash qualification formHe told us the vehicle was returned to the Sacramento Airport and it may be at ***She agreed that he told her the same thingI then let her know that our branch manager, ***, 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 lotShe spoke to [redacted] at Enterprise and he explained that the vehicle must have just droppedShe suggested that it must have been there for weeksI let her know that all rental car companies inventory all vehicles at the end of the day as well as throughout the dayShe 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 tookHowever, the pictures she provided do not include the top of the door nor the roof, which is where the damage occurredMs [redacted] is in no way being discriminated againstOur conversation was cordial and she agreed with everything I explainedre
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
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 contractShe informed enterprise she had difficulty understanding things and needed full explainationsShe asked on three occasions if the contract was for more than one dayShe was told the rental was for only one dayThey did not inform her that the contract was open endedIf they could not fully explain their rental guidelines completely they should have never rented to he [redacted] Further, they lied to her and said they would file a stolen vehicle report on 05/20/They again lied days later and told [redacted] the report was filed They never filed a stolen vehicle reportI, [redacted] ***, spouse filed the report myself which led to the vehicle being returnedThey told [redacted] on the phone that they gave the man who stole the car verbal authorization to retain the vehicle for an additional 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 lawThe 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 lifeThis was dictated to [redacted] ***, [redacted] 's husband, and approved by her
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 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/and discovered that the renter had not filed a claimWe discovered later that the renter did not have rental coverage on his own policy which may be why that never happenedDue 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
We contacted the customer and apologized for the situationWe will be sending a check in the amount of $to cover the Uber costs Customer was satisfied with the outcome
The customer is from China and his daughter who lives in Davis, CA wanted to pay for the rentalThe daughter was 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/dayAt that point the daughter’s boyfriend stepped in & said she’s not driving the car & the father’s credit card was not going throughI 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 applyWe ran the card again and it did go throughThe boyfriend became agitated and began using profanitiesI then asked if the customer had an international driver licenseThe daughter handed me the required print out from the Alamo’s websiteThe printout was correct but the picture on the printout was of bad qualityThe 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 licenseI never once said, “That is a crap copy”I started to process the rental, speaking to the daughter as her father does not speak EnglishThe boyfriend continued to step in and had a hostile dispositionWe brought up a [redacted] EquinoxNeither 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 waitThe boyfriend became irate at this point and began yellingAt that point, I told him he is not the renter & I will stop all communication w/ himAfter the car was brought back with a full tank of gas, the boyfriend, who is not an authorized driver, drove off in the vehicleThat action alone is reason enough for us to demand the rental be returnedBoth the customer & his daughter understood everything I explained to themThe 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 driverWe would be more than happy to discuss this situation with the renter’s daughterWe will get in touch with her directly
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 $was processed on 9/28/
After providing unacceptable service, how Enterprise handled our case upon hearing what happened to us was quite disappointingThey offered to give me a $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 wriof my experience in detail and submit to local news outlets in hopes of raising awareness of such practice
This was caused from a glitch in our reservation system due to a rate changeWe have emailed the customer stating that we will refund him for mileage feeTell 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 meI accepted the offer of a complimentary rental, and it was completed with excellent service by [redacted] in the Lodi officeAlso, 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 complaintThanks for your prompt and effective responseI'm very pleased with your service and won't hesitate to make use of it again if neededBest regards,
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
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
Our airport manager spoke with Ms [redacted] and has credited her account with the points from her last rentalCustomer was satisfied thank you
Tell us why hereAt 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 $The total for damages was $522, with the unpaid balance being $ 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 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 ( in total) to contact the renter since receiving her Revdex.com complaint , and have sent an email to the address she providedThe email was returned as undeliverable To date she has been unresponsive to our attempts to make contact We will not be refunding the $deductible or remove her from collections
Tell us why he Please read the comments from our Area Manager: On Friday, December 1st at 11:am I received a call back from [redacted] in response to the message I leftShe explained what happened from her endShe felt that someone else had the vehicle and she should not be responsibleAfter 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 vehicleThe 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***’s number was listed as a second contact as well as a reference in her cash qualification formHe told us the vehicle was returned to the Sacramento Airport and it may be at ***She agreed that he told her the same thingI then let her know that our branch manager, ***, 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 lotShe spoke to [redacted] at Enterprise and he explained that the vehicle must have just droppedShe suggested that it must have been there for weeksI let her know that all rental car companies inventory all vehicles at the end of the day as well as throughout the dayShe 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 tookHowever, the pictures she provided do not include the top of the door nor the roof, which is where the damage occurredMs [redacted] is in no way being discriminated againstOur conversation was cordial and she agreed with everything I explainedre
After further review, we have found the charges to be excessive and will refund the amount in question
We have contacted the customer and will add free rentals days to her Eplus account Customer is satisfied with the outcome
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
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 contractShe informed enterprise she had difficulty understanding things and needed full explainationsShe asked on three occasions if the contract was for more than one dayShe was told the rental was for only one dayThey did not inform her that the contract was open endedIf they could not fully explain their rental guidelines completely they should have never rented to he [redacted] Further, they lied to her and said they would file a stolen vehicle report on 05/20/They again lied days later and told [redacted] the report was filed They never filed a stolen vehicle reportI, [redacted] ***, spouse filed the report myself which led to the vehicle being returnedThey told [redacted] on the phone that they gave the man who stole the car verbal authorization to retain the vehicle for an additional 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 lawThe 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 lifeThis was dictated to [redacted] ***, [redacted] 's husband, and approved by her
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 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/and discovered that the renter had not filed a claimWe discovered later that the renter did not have rental coverage on his own policy which may be why that never happenedDue 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
We contacted the customer and apologized for the situationWe will be sending a check in the amount of $to cover the Uber costs Customer was satisfied with the outcome
The customer is from China and his daughter who lives in Davis, CA wanted to pay for the rentalThe daughter was 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/dayAt that point the daughter’s boyfriend stepped in & said she’s not driving the car & the father’s credit card was not going throughI 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 applyWe ran the card again and it did go throughThe boyfriend became agitated and began using profanitiesI then asked if the customer had an international driver licenseThe daughter handed me the required print out from the Alamo’s websiteThe printout was correct but the picture on the printout was of bad qualityThe 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 licenseI never once said, “That is a crap copy”I started to process the rental, speaking to the daughter as her father does not speak EnglishThe boyfriend continued to step in and had a hostile dispositionWe brought up a [redacted] EquinoxNeither 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 waitThe boyfriend became irate at this point and began yellingAt that point, I told him he is not the renter & I will stop all communication w/ himAfter the car was brought back with a full tank of gas, the boyfriend, who is not an authorized driver, drove off in the vehicleThat action alone is reason enough for us to demand the rental be returnedBoth the customer & his daughter understood everything I explained to themThe 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 driverWe would be more than happy to discuss this situation with the renter’s daughterWe will get in touch with her directly
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 $was processed on 9/28/
After providing unacceptable service, how Enterprise handled our case upon hearing what happened to us was quite disappointingThey offered to give me a $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 wriof my experience in detail and submit to local news outlets in hopes of raising awareness of such practice
This was caused from a glitch in our reservation system due to a rate changeWe have emailed the customer stating that we will refund him for mileage feeTell 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 meI accepted the offer of a complimentary rental, and it was completed with excellent service by [redacted] in the Lodi officeAlso, 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 complaintThanks for your prompt and effective responseI'm very pleased with your service and won't hesitate to make use of it again if neededBest regards,