National Car Rental

The Group Truck Manager spoke with Ms. [redacted] and provided all the receipts to her today for her rentals from the last 12 months.

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.

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

We apologize for any inconvenience this has caused [redacted].  upon further review of the claim, we have deemed [redacted] not responsible and have closed the claim.

Well, I did my homework prior to calling Same day Plumbing...their quote was right in the ballpark of other companies, they could come out same day and replace my water heater. [redacted] was pleasant and professional on the phone. [redacted] and his apprentice, [redacted], came out in the pouring rain to replace my water heater. I sure did choose the right company for the service I needed. The two men were polite, professional and thorough. I would recommend this company and will use their services again...Thank you! :)

[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.]
Better Business...

Bureau:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  The business has refunded all monies due to me.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[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.

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]

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.]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]

I rented a vehicle from National and they refused to provide roadside assistance.On 10/7/14 I rented a vehicle to take a drive to[redacted]. While in[redacted] I had a flat tire tire and called for roadside assistance. I spoke with someone who told me that they were sending help. After an hour of waiting I received a cal back from someone stating that they did not have roadside available in the area that I was in and if I needed help, I should call the police. After driving the vehicle to a gas station I was able to get the tire changed with assistance from strangers. By the time I made it back to [redacted] to trade the vehicle for something else, I was told that I would have to buy a tire before I could change into another vehicle-right then. I was unable to afford a tire right on the spot nor do I feel that the situation was handled properly. So because I was unable to purchase a tire immediately-I was stranded at the airport for over an hour. The young lady who I had to deal with ha a very nasty attitude and was very unprofessional- her name was Kelsy. My rental was not due until the next day so basically I was left stranded without a ride.Desired SettlementI fell like my rental should be credited back and I should not be held responsible for a tire on a rental that was only in my possession for two hours.Business Response Good evening. I called our roadside protection number to get more details. After the customer called and set up the service, we dispatched [redacted] for towing but [redacted] contacted us after an hour to an hour and a half and said they could not find the customer in that area and advised he call the police. Once the customer arrived at the location, we were not able to switch him out because he was not able to pay for the tire. We offer protections to ensure the customer is not responsible for any damage that happens to the vehicle, regardless of fault. Since the customer declined our protections, he chose to be responsible for any damage incurred while driving the rental, including tires.

Failure to honor rental days as promised by area/district manager.I had 2 separate incidents which occurred in August 2014 aand January 2015 .I was offered and issue two 2 free rental days for customer service failures. Each time I speak with someone in customer service I receive conflicting info. Finally, I spoke with someone earlier this week who Cleary understood and advised me to print out the email from the manager and present at any National location. When I got to the location in Dallas, TX the Mgr there informed that he could NOT honor bc the incidents didn't occur at his location.As if the company is not under same entity. I contacted their consumer relation depth and spoke with [redacted] who stated she was reaching out to Mgr to correct.I'm frustrated on my vacation bc I factored in my rentals aren't properly accommodated at yet again at my expense due to unprofessionalism.No one wants to proper resolved just passing the BUCK at my expense. There are numerous notes on file to these incidents.Desired SettlementI want the 4 free rental days as promised by management credit to my current rental agreement and for this info to be properly communicated from branch to branch,noted on reservations and conveyed to me once complete.My return date is Monday May 4,2015 but I opted to cut it bc of all the confusion once I got to Dallas,TX on this morning. I can be reached at XXX-XXX-XXXX.Please reference ticket #XXXXXXXX Thanks in advance Business Response I received the Revdex.com complaint but it is for the location in Dallas, TX. Do you have a contact for that area to resolve this issue for the customer?Consumer Response Please advise the business I do not have my rental agreement handy at the moment. But if he can access by my name and dates of 4/30- 5/3/15 at the Dallas location that would be great. Also, the series of conversations reference # XXXXXX-XXXXXX if this helps.Thanks in advanceFinal Business Response I called the customer and we were able to come to a conclusion. After our conversation, I sent her an email offering her two free days available at any Memphis location- Enterprise or National.

Review: I rented a car from the Jersey City NJ location. I discovered after picking up the vehicle that it had nearly bald front tires: the car would fail NJ vehicle inspection. It also had an oil leak significant enough that the puddle was viewable from a second story window. I was directed to return the car to the Morristown NJ location; however, the representative at that location was unaware of the swap and had no vehicles. As a result I had to return the car to the Newark Airport location: this resulted in costing me several hours of delay at the beginning of Labor Day weekend. I filled out an online survey on 9/5/15 and was contacted by a customer service representative on 9/8/15. I wrote her back on 9/8/15, let her know that her response was unsatisfactory and requested to be contacted by a member of National's management team. To date (9/17/15) no one has contacted me.Desired Settlement: I would like National Car Rental to formally apologize for renting me an unsafe vehicle and for the inconvenience I experienced. I would also like them to provide a free rental day as a gesture of their desire to keep me as an Emerald Club member.

Review: My husband and I rented a car when visiting New Jersey in November 2014. The man walked us to the car didn't do a walk around inspection with us (like every other car rental place does) and just walked off to help someone else. We noticed some scratches when we arrived at our destination. When we returned the car they accused us of damages. We explained what happened and they forced us to sign a paper. My husband said he didn't want to sign and they said it was just that we discussed what they saw, not saying we caused damages. We then got a letter in the mail a few weeks later saying we caused the damage and we need to contact them. I emailed them explaining what happened and they emailed me back with an estimate of damages which is a completely ridiculous amount as it was scratches that can be buffed out. I work in the auto industry so I know that the claim is not a legitimate amount. Then we got a letter in the mail saying that there was added fees on top of the damages. I contacted my credit card I used to rent the car. They cover damages to vehicles rented with their cards. My husband had called the company and left messages and I have emailed them asking for documents needed to do claim (even though its ridiculous and unjust that I should have to pay for damages I didn't do) They will not return our calls or emails to give us these documents. I searched online and found several complaints against this company as a whole not just this location that they often accuse customers of damage that they didn't do. Had we caused this damage we would own up to it. It is completely wrong and criminal for a company to falsely accuse there customers of damage that they didn't do and expect them to pay. Also they don't give you any paper work related to the rental. No signed paper saying we except car with no damages or even initial or final rental agreement. This company is completely unprofessional!Desired Settlement: Ultimately, I would like the claim against us for the damages to be dropped. $831.79 for some scratches to a fender is outrageous. I would also like my initial rental agreement and final rental agreement in full front and back. I would like the vehicle inspection report prior to my renting the car. I would like to have proof "I caused the damages" as I searched the VIN on carfax and there are 4 reports on this car and its only a 1 year old car. I would also like a formal apology for the false accusations.

Review: I visited New York City in May 8, 2014 and rented the car from National Car Rental through [redacted] and got a hold of it in [redacted] and returned it to [redacted]. On return, the company accused me of putting a dent on the rooftop of the car and they were also asking me to sign an acknowledgment for the dent; but, I refused because I never used the rooftop and I only had hand carries through out my journey. I called the company multiple times and tried to resolve it, telling them the same thing. But they said that they have got it fixed for whatever money; so, I asked them to send me the receipt of the work and repair; and, also the pictures of the dents. Since, I wasn't the one who put them there even if the dent was there which wasn't. But, the company refused to give me any evidence of pictures and there excuse to this is that they got it done from [redacted] Furthermore, they harassed me by saying that they will put me on collection. And now, I have received a letter from a collection company.

I would be more than happy to send Revdex.com my correspondence which occur between us through emails.

The claim # for the complain is: [redacted] and I believe the Damage Recovery Unit for them is in Dallas, TX because I was receiving emails with the P.O. Box no. of Dallas, TX address.Desired Settlement: I want this charged to be removed from me; since, I'm not at all responsible for whatever they are accusing me for.

Review: National Car Rental is claiming I am responsible for damages to the rental vehicle. I did not damage the vehicle. Their agent found no damage upon her walk around inspection. There was no walk around done when I picked up the rental.Desired Settlement: They should drop the claim.

Review: We rented a car from the National Car Rental and returned a Van to the Newark location after a wedding (Oct. 26th) and left our garment bag in the car with a custom tailored men’s suit, shirts and two dresses. Customer service assured us they were looking in the vehicle for our clothes. Several days (~5) later my daughter came out to that location and found my husband’s suite, shirts and the garment bag (empty) with our name/address on it by the way, after one week of dealing with your “Customer service” and “wonderful” web site for left items. The personnel took the clothes out of our garment bag and stole my dresses. At this location National needs to improve their protocols to match what is left with the rental agreement, which should be a matter of paper work. My daughter said there is a huge warehouse of customers items. Our garment bag had our name and address on it. In addition National must not have a policy for rewarding honesty within the company.

We were in touch with [redacted] and this person was suppose to be checking on our items yet could not handle the job. Also I emailed her after my daughter came out there and she never emailed us back.

It is very very disappointing to find out how poor the management of such a big American company really is.Desired Settlement: I would like a letter with a detailed explanation surrounding this incident and what the company is doing to correct this type of problem. I would like a refund on the cost of my two dresses ( my daughter who lives in NY has my husbands suite)