Paducah Hearing Aid Center

From: C***, Matthew< [redacted] @ehi.com>Date: Wed, Jun 22, at 5:PMSubject: In regards to claim [redacted] To: " [redacted] @myRevdex.com.org" < [redacted] @myRevdex.com.org>Cc: " [redacted] *" < [redacted] @ehi.com>This customer was not misled or charged an excessively high rate He was actually charged significantly less than the amount he agreed to at both the time of the reservations and when the ticket was written The manager then went above and beyond and attempted to refund the $ The complimentary refund is still in process[redacted] SMatthew C [redacted] Area Rental Manager###-###-#### cell###-###-#### fax [redacted] @ehi.com

I left a voicemail for the customer on 1-18-at 1:PMWe are happy to either refund the day or comp one day for the pre-paid reservation not being on the date neededI am waiting to hear back from the customerThank you

From: John H [redacted] , Area Manager Virginia Group [redacted] and I spoke and discussed the situationHer main issue being that she was charged the amount over which her insurance Company was payingShe indeed did owe the balance and was advised prior, to return the rental vehicle at an earlier date to avoid chargesThe vehicle was kept past that date and did accrue the corresponding charges She felt that she shouldn't be charged and that the insurance should have indeed covered the balance not herInsurance company would not pay over the policy maxIn resolution, Enterprise waived the balance owed beyond what her insurance company would pay and refunded the $deposit that was withheld from customerCustomer advised she was satisfied with resolution

After looking into this incident we have decided to waive the damage charges for this particular rental and will remove the customer from collectionsRichard C***, Area Manager for the Cornawall Branch, will reach out to the rented directly to let him know about our resolutionPlease let me know fi you need any further information.Andrea O [redacted] @***.com

[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.] 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]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] Complaint: [redacted] I am rejecting this response because: as I have noticed these people "say" anything and DO NOTHINGI have been asking Michelle and now Matthew, whoever he is, for the ACTUAL DOCUMENTS I SIGNED AND INITIALED and STILL have not gotten themIn his call to me I was told I would have it by the end of the day on TuesdayThe same thing he put in his letter to the Revdex.com.....I still have not gotten anythingI am being bullied and taken advantage ofYeah they said what they are "saying" I owe it correctThe question is WHERE IN ANY OF THE DOCUMENTATION I HAVE SIGNED AND INITIALED DOE IS SAY ANYTHING ABOUT BEING BILLED IN THE REARIT NEVER SAID IT ANYWHERE AND THEY KNOW THAT, THAT IS WHY THEY ARE TAKING THEIR OWN SWEET TIME SENDING ME WHAT I ASKED FORMichelle is a liar! Matthew is a liar! The only thing that stands up in court is what you signBecause they have my money I have to just accept any old treatment they throw at me because they are going to stick to the LIE about I was "told" something! I only go by what I signedI am being bullied and they are stealing my money BECAUSE THEY HAVE NO MORALS, NO PROFESSIONAL INTEGRITY OR RESPECT! I will believe I will get the rest of my money they didn't steal when they decide to send itIn the phone call I was told I would have information on them yesterday and have not heard back anything or gotten my documentsI see it is ok for them so just say whatever they want to get off the hookIf Michelle would just admit she didn't tell me this and didn't put it in writing and give me my full $back we would be okI will be looking into a law suit as well as a class action suitI also feel the public should also me made aware of these thieves and how they operateI AM TIRED OF BEING LIED TO AND BULLIED BY THESE BUSINESSES JUST BECAUSE THEY CAN! Regards, [redacted] ***

Thank you for your feedback regarding [redacted] 's rental The Area Manager of the location has addressed the concerns with the location and will use the feedback to improve the location and vehicles that are delivered to customers Enterprise and [redacted] recently agreed to a new rate structure which became effective during [redacted] 's rental The location honored the previous rate for an additional week on [redacted] 's rental and informed her of the new rate going forward if she would like to continue to rent a vehicle We are still attempting to secure updated payments from the customer and will communicate with her directly to ensure payments are up to date

Customer received refund of $on 9/29/

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 This was resolved prior to the response from Revdex.com or Enterprise Thank you for the follow up but the manager was able to resolve and take care of this way before this notice Thank you again, Enterprise handled this is a very professional and nice way Regards, [redacted]

Good evening, [redacted] The rental was a day rental from (2/15-2/17)The rental charges are broken down to include the daily rate, insurance, taxes and a $vehicle cleaning chargeUpon inspection on return of the vehicle, branch management noticed that the vehicle had visible ashes inside of the rentalThere was also additional dirt and debris that was excessive in which warranted the vehicle cleaning chargeWhile we understand and can handle day to day garbage, routine vacuums, etc., this vehicle needed extra time and resources because based on the condition it was returned in by [redacted] , the rental could not be re-rented to the next customer without a professional cleaningIf you have any further questions, I'd be happy to obligeThank you and enjoy your evening

Left message for customer and apologized for the inconvenience and mwith his chargesCustomer was refunded amount that was requested

In speaking with the customer we have resolved issues with a refund to his satisfactionAny additional questions please reach out again

Thank you for the feedback regarding [redacted] recent rental experience An investigation of the incident was conducted and there was no evidence of discriminatory comments made to this customer, or any other customerThe Area Manager that oversees this location has discussed the incident in further detail with [redacted] and she can continue to rent in the future if she would like to do so The customer was satisfied with the resolution and we will consider the matter closed at this time

I received a message from the business yesterday The extraneous $has been refunded The complaint for me stands for the reason that the amount should not have been charged in the first place, and it should not have taken so much time and effort to get reversed (charges, for example, seem to happen fairly instantaneously) No further action is required, however, on the part of the Revdex.com or the business

Enterprise Rent-a-Car takes customer concerns very seriously and we are sorry to hear one of our customers had a poor experience We have completed a thorough review of this claim and it has been determined that he damage on this particular vehicle was not present on the vehicle at the time of rental Our process shows that the condition of the vehicle was agreed upon by both Enterprise and our customer Upon return of the vehicle the damage was identified and processed in accordance with our policies and procedures

After looking into the claim, we uphold our decision on the renter's responsibility for the damages based on the outcome of the investigation, however, for customer service purposes we will agree to waive the remaining balance of $110, and have reached out to the Damage Recovery Unit to have them remove this from the collections process

Thank you for the feedback regarding [redacted] ***'s recent rental experience We apologize about the delay in posting a response, but we are still waiting to hear back from the customer to discuss the situation in further detail The Area Manager of the location has attempted to contact the customer on several occasions, but has not heard back from [redacted] *** We remain open to discussing his rental experience and apologize for the inconvenience

I apologize for the delay in returning your phone calls and inquiries I can confirm a refund check was issued on September 29, but it appears the address we issued payment to was incomplete and did not include an apartment number Per our conversation earlier today, I have authorized the original refund check to be stopped and payment reissued today (Monday, 10/23) You have my name and direct office line in the event you need to reach out to me with any further question but with the check re-printing to the complete address, I believe this will resolve your issue Again, I apologize for the error in not ensuring the address was completely entered when taking your information Thank you for your patience

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] Complaint: [redacted] I am rejecting this response because: I did not say anything of that suchI called the employee to inform them of the damage that was on the car--the store's door was already lockedMonica (the employee) assumed I did the damage to the carShe was in a rush to go homeWhy would I tell them I did something I did not doIf I did tell them that why does the business say I hit a pole in the claim, but then change I hit a brick wall? This is false.....and if this is not resolved by these comments being taken down from that faulty claim, I will pursue legal actionI am doing this to avoid leading people to lose their jobsStore manger did not file a claim when he was made aware of this scratchI quote, he said "I will let it slide" and was gonna go get his kit to take care of the scratch but due to time--he had to go home to his kidsMonica is defaming me here...she is the one that did not have a car for me, and the car she gave me was neither clean nor it had gasThis is not about money (my credit card would cover some of these alleged damages) I just want Enterprise to withdraw their comments on that canceled claimI did not want this to end up in court (Brian said he told the insurance nothing, but then the insurance company showed that was opposite to what actually happenedIf they would not be willing to undo what they did, I am ready for legal action Regards, [redacted]

It is unfortunate that Mr [redacted] has rejected our response and we appreciate the customer’s concerns, but we have attempted to address them to the best of our ability Based on our review the decision is final and we consider the matter closed