Paducah Hearing Aid Center

In response to the complaint above the customer was given a bigger car but that bigger car was given to him at the smaller car cost of $per day That being said the insurance provider only allotted the customer dollars for his policy and the total for the rental for days was Upon inspection of the vehicle the was a missing driver side floor mat as well as missing cover to the break pedal With that being said, The cost of the missing floor mat and break pedal was $ That brought the total for the rental to The insurance provider paid of the rental bill leaving the remainder of the bill for the customer [redacted] I have done further research and deemed [redacted] not responsible for the cost of the floor mat on the driver side and the missing cover to the break pedal as well as the first day of the rental which was for the bigger car He has been refunded The rest he will still owe do the contract that [redacted] signed for the duration of the vehicle It does state that if a 3rd party stops paying for the rental then the consumer is responsible for charges after the 3rd party stops The refund was processed 7/17/and a refund receipt was sent to the consumer Thank you

We have spoken to [redacted] and arranged for her to bring her vehicle to us on Friday so we can address the issues that she has brought to our attention While we have the vehicle we will be providing [redacted] with a rental vehicle

The Branch manager Dexter S [redacted] had already resolved the issue with the customer and he refunded her the full amount of the collision damage waiver which she had requested

From: B***, Kaetlyn< [redacted] @ehi.com>Date: Thu, May 26, at 6:PMSubject: Complaint ID [redacted] To: " [redacted] @myRevdex.com.org" < [redacted] @myRevdex.com.org>Customer requested refund of money he paid when he incurred towing cost after he had an accidentHe had requested a tow via our roadside service and the tow time was excessiveHe requested a refund of the $he was charged for the tow.We have agreed to credit him the $toward the $5000+ amount of the claim balance that he owes for the damage caused to the vehicle while he was drivingHe does not currently have the means to pay for the damage.Enterprise has agreed to customer desired resolution.Kaet B***Area ManagerDowntown DC###-###-#### cell###-###-#### efax [redacted] @erac.com

From: K***, Caley *< [redacted] @ehi.com>Date: Wed, Jun 8, at 2:PMSubject: ID [redacted] To: " [redacted] @myRevdex.com.org" < [redacted] @myRevdex.com.org>Customer had rental for days Customer was disputing coverage so Enterprise met the customer half way by only charging days $229.78.Caley [redacted] K***Area Manager###-###-#### direct###-###-#### fax [redacted] @erac.com

I left a message for [redacted] to call me back in order to resolve the situation

Response from Enterprise Rent A Car Damage Recovery Unit Claim Center Manager: May 19, 2015Revdex.com Metro Washington DC and Eastern Pennsylvania RE: [redacted] Complaint ID [redacted] Enterprise Rent A Car file [redacted] Dear [redacted] ***,Please accept this correspondence as our response to the complaint filed by [redacted] We have reviewed the concerns raised by [redacted] [redacted] rented a [redacted] from Enterprise RAC Company of Maryland, LLC dba Enterprise Rent-A-Car at [redacted] Washington, DC *** At the time of rental, an inspection was completed in the presence of [redacted] and the rental vehicle was determined to be rented without damage Upon receipt of this complaint, Damage Recovery Supervisor John M [redacted] contacted [redacted] to address his concernsMrM [redacted] discussed our claim process as well as the claims handling timelineMrM [redacted] assured [redacted] that we have been in contact with his carrier, [redacted] Insurance, they confirmed the claim has been reviewed and payment for the damage to the rental vehicle is currently being processed MrM [redacted] also confirmed with [redacted] that since he has already paid his $deductible, his financial responsibility for this claim has been satisfiedAt the conclusion of their conversation, MrM [redacted] inquired if he had successfully provided resolution to [redacted] ’s concerns and [redacted] agreed he had At Enterprise Rent-A-Car, we strive to satisfy all our customers by providing excellent customer serviceWe hope that our diligent efforts to resolve and address this matter have demonstrated our commitment to customer service Andrea M [redacted] Claim Center Manger Damage Recovery Unit

Just wanted to let you know that we have been reimbursed now for the car rental from Enterprise Thanks for helping us resolve this issue and our complaint can now be closedRespectfully, [redacted]

[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] ***

My name is Jason E [redacted] and I am the Area Manager that oversees the Silver Spring location. I have just finished speaking to the customer in regards to the matter. There are two separate issues here.1. Customer is upset by Racial comments said by another employee on speaker phone regarding... another customer. I am investigating into which employee said those comments. I will then have a serious closed door conversation with such employee and discuss that it is unprofessional and unacceptable to say any racist comments in the workplace. I will also notify Human Resources and document in the employees file. 2. The second issues the customer has is the damages discovered upon returning the vehicle. Customer states that initial walk around was "rushed" and that they were only looking for "deep scratches" and no other type of damage. Upon returning the vehicle, there was a dent on the rear of the vehicle which customer states could not have happened while in his possession. I will follow up with our Damage Recovery Unit team to see where we stand with damage claim. I will also look at previous copies of rental agreements that vehicle was on and see if damage was pre-existing or not.

To Whom It May Concern: To satisfy the customer requests we have adjusted all of the tickets in her referenced complaint to show zero balance dueThe renter was never charged anything by EnterpriseWe only mailed out a letter for each ticket requesting paymentPlease advise if anything further is neededThank you

We have contacted customer and let him know we are not pursuing him for damages

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

Thank you for your feedback regarding *** *** ***We have been in
contact with the customer and have reached a resolution that both parties agreed
to, so we consider the case resolved at this time

[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 Administratively Resolved]
Complaint: ***
I am
rejecting this response because: I contacted enterprise and asked for a refundI then called *** to request a refund on my behalfI received a refund after *** intervenedAs a customer of enterprise I should not have had to experience the inconvenienceI expect an apology from enterprise.
Regards,
*** ***

Hi Brenda We have refund the customer there requested amount of I spoke to the customer and she has said this matter is closed. Thank you Pablo M***Desired Outcome/Settlement: Full refund if $171.63. Desired Settlement: Billing Adjustment

Thank you for your feedback regarding *** ***’s
concerns. We are in the process of
researching the details of the claim and will follow up once we have more
information

I have left a message for *** *** to call me back directly to discuss/resolve issue

From: H***, Brian **Date: Fri, May 27, at 8:AMSubject: Complaint ID # ***To: "***@myRevdex.com.org" Cc: "C***, Ewan *" Spoke with customer and have resolved the situation.Brian **
H***Enterprise Rent-A-CarArea Rental ManagerAlexandria, VA(c) ###-###-####(f) ###-###-####

We called customer and spoke to *** *** husband and did refund their credit card for the $