Paducah Hearing Aid Center

We have e-mailed the customer, explained the error and noted
in our system. Because the rental did not actually get charged to the correct
renter we will waive the ticket

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

Spoke with *** *** and have agreed to refund the additional $to satisfy her concernsExplained that the claim still stands and we found not fault in the handling, but refund of $total for customer service purposes. *** ***

We
appreciate the additional time which allowed us to thoroughly review this claim
and the timeline of
communication. The
Risk Manager has completed the review and has spoken to *** *** to
communicate the results of his research.
*** *** has filed a claim with his credit card company for the
damages and we offered the customer a discounted rental on a future rental car
for the delay in communication and the unfortunate situation. We are confident that this situation will be
resolved in the near future and appreciate the additional communication to help
find a resolution

To whom it may concern:I was contacted by *** *** and explained when a customer provides a major credit card as the form of payment we take an authorization at the beginning of the rental *** *** decided to keep the car longer than originally anticipated and we took additional
authorizations to keep rental current After having the rental for several weeks the credit card began to decline (at this point we had $secured) and *** *** provided her check card which we charged for the res of the rental I explained this to *** *** via email - by her request I explained we do not process a credit card payment until the rental is returned, which we did I emailed *** *** a copy of her bill to show the breakdown of rental charges and to show her the payments made added up to the total I asked if she would rather process the $we had secured on the major credit to her check card and she stopped communicating at that time

I just spoke to *** *** (@ 12:55pm today 9/8/15) and she said that she's working with Casey N***???? (in the Colllections Department) and will only like to correspond with herShe said that she spoke to her this morningI informed her that I would follow up with the Collections Department
to see who's handling the dispute and update the case with notes that I reached out to her

Thank
you for your feedback regarding Mr***’s recent rental from our
Alexandria location. Shortly after the customer was given the rental
vehicle and before he left the lot, the customer walked back into
the location and told the location he had hit the back wall with the car
The
Branch Manager went out to the lot to look at the car and attempted to wipe off
the scratches with his hand, but was unable to fully remove the scratchesUpon
return of the vehicle the next day the location followed procedure by writing a
damage report, filing a claim with the customer’s insurance company and
collecting the customer’s insurance deductibleThe vehicle was then taken to
the body shop and the damage was estimated at $400+ When the Area
Manager of the location found out that the amount of damage was less than the
customer’s insurance deductible, the Area Manager called the customer's
insurance to cancel the claim and inform them that the matter had been
resolved The customer was not satisfied with the response and asked the
Area Manager to inform the insurance company that the incident did not
occur. The Area Manager has informed the insurance company that the
incident has been taken care of and considers the claim closed The
Area Manager of the location contacted the customer regarding the situation to
explain the company’s stance on this incident and that he is unable to tell the
insurance company that the incident never occurred

We've left several messages for *** *** to resolve the issueStill waiting on response back

I'm working with the customer to resolve this matterwill update once the matter has been resolved

[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: ***
I am rejecting this response because:The business did not contact me "several ocassions" - that is very untrueThe only call known is when the Area Manager name Erica called my wife's cellphone on Thursday, August 11, I did not receive the call directly and my wife advised me that when Erica called she did not state who she was for Enterprise or what it was in regards toMy wife asked her if she may discuss anything with her as I was not available and she said more than once that she will only speak to me, so nothing was discussed with my wifeThe next day I called Erica directly and due to no answer I left a detailed voicemail to call me back at my cellphone to discuss the only call made for meAs of right now, I have not heard back from anyone yet again until I saw the business response to Revdex.comThis is why I'm rejecting the business response. Regards,
*** ***

Good afternoon, I have spoken to Customer and we have resolved the matter to her satisfactionShe is no longer on do not rent status with Enterprise. Sincerely, Harst A***

From: K***, Caley SDate: Thu, Jun 16, at 1:PMSubject: ID ***To: "***@myRevdex.com.org" *** *** ***I apologize for the miscommunication between Enterprise and *** regarding the additional charges with your rental. Your
card will be refunded immediately for the extra charges.ThanksCaley S*** ***Area Manager###-###-#### direct###-###-#### fax***@erac.com

The area manager has talked to the customer several times informing her she is ok to pick up her belongings from the ERAC location in BaltimoreUnfortunately because they had to reposes the vehicle from the customer for non payment she will have organize her own way to pick up her
items

[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 ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

[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: ***
I am rejecting this response because:---------- Forwarded message ----------From: *** ***Date: Tue, Jul 12, at 9:AMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #***.To: *** *** Thank you,1, enterprise continue to send me additional bill but refused to talk to insurance from *** *** I have a premium insurance with *** *** and they have been waiting communication responds from enterprise since June 4th. 2,I tried to get in touch with enterprise claim department, but it only has online payment link They have outstanding balance on my name but they don't want to talk to insurance I would like the enterprise to get in touch to my insurance and resolve this matter please.I am also forwarding the email from *** *** premium insurance.Thank you*** ***Sent from my *** From: *** ***Date: Mon, May 30, at 11:PMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #***.To: Revdex.com I am very sorry, Enterprise is billing me additional payment for the same case that was paid off The new bill is $ ---------- Forwarded message ----------From: Date: Mon, Jul 11, at 11:PMSubject: FW: Correspondence about your Claim # *** - ***To: ***@myRevdex.com.orgHello , this is case # *** *** *** , ***@***.comThis is the email sent from my insurance to enterprise but they refused to communicate accordinglyThey are sending me outstanding additional balance due but refused to resolve the matter with insurance.Thank you*** *** -----Forwarded Message-----From: ***@***.netSent: 2016-06-07:13:+0000To: ***@***.COMSubject: FW: Correspondence about your Claim # *** - ***PREMIUM CAR RENTAL PROTECTIONPO BOX ***, CLEVELAND, OH ***###-###-#######-###-####6/3/2016 Product:Premium Car Rental ProtectionClaimNumber:***Date of Report:5/19/2016Date of Incident:3/22/2016Rental Company:Enterprise- Dru 3Rental Agreement No.:***Rental Company Claim No.:UnknownDear *** ***: I am writing to update you on the status of the claim you submitted days ago. I am still working to receive the following information: Documents we still need from youDocuments we are still waiting to receive from the Car Rental CompanyNo further documentation requiredTerms and conditionsAccident / Incident reportPhotos of damageDemand letterAppraisal or estimate of damagesFleet Utilization Log or proof of payment for completed repairsAdministrative FeeI have been contacting the Car Rental Company for this information.Once we receive the documents requested above, I will provide you with a final decision on your claim.I will provide another written status update in days if I am still waiting for the required information. Please keep in mind that it takes an average of days for you to receive the final decisionHowever, it could take longer, depending on Car Rental Company responsiveness and severity of the accident. What do I do if the Car Rental Company contacts me or charges the damages directly to my card? Please reach out to us by calling the number on the back of your Card to set up a dispute, or you may contact us at ###-###-#### regarding any questions on your claim. You can check the status of your claim or upload any additional documentation you’d like us to review by visiting us at: www.yourcarrentalclaim.com.Or you can contact us at: Contact InformationToll-free:###-###-####Collect:###-###-####Fax:###-###-####E-mail Address:***@***COMAddress:P.O.Box ***, Cleveland, OH ***Hours of Operation:Customer Service hours a day, days a weekClaims DeptMonday to Friday: 9:AM to 5:PM ESTPlease be advised that there may be an applicable statute of limitations that may bar your rights in the future.Please refer to your Certificate/Description of Coverage for details. It is a crime to knowingly provide false, incomplete or misleading information to an insurance company for the purpose of defrauding the company.Penalties include imprisonment, fines and denial of insurance benefits. Sincerely, *** ***Claims Examiner Claims Administrator on behalf of *** Assurance Company Premium Car Rental Protection is underwritten by *** *** Company, Administrative Office, Phoenix, AZCoverage is determined by the terms, conditions, and exclusions of Policy *** or Policy *** and is subject to change with noticeThis document does not supplement or replace the Policy. ***

*** *** ** ** *** *** *** ** * *** *** *** *** ** * *** *** *** *** *** *** *** ** ** *** ** *** *** *** *** ** *** ** ***
*** ***
I am rejecting this response because I feel that the course of action from *** *** over the phone was unfairWhen I received the follow up call from *** *** explaining his investigation, I was faced with an ultimatum to agree to damages in order to receive a $refund which is half of the deductible of $I was charged for via my personal bank account vs billing my insurance companyWhen I stated that I wasn't agreeing to his proposal nor responsible for any damages, he became a bit aggressive in his tone, stating that since I wasn't excepting the offer presented, I would be responsible for the amount and that he would call the bureau and state that I was not cooperative with him The fact of the matter is that I was charged twice, one amount was refunded because Enterprise over charged me for a car size that I didn't haveThe second amount of $(The deducatable) is what I want returned to my accountEverything relating to claims should have been submitted to my insurance companyThey would resolve any matter pertaining to the damages in question, not charge my personal account for fees.
***
*** ***

I have talked to the customer and apologized for the miss communication. I told him I personally will take care of the balance and he can expect a full refund

The customer never received a receipt and did not realize that we refunded him a month ago until recently. He will cancel his complaint when contacted.***
***SMatthew C***Area Rental Manager###-###-#### cell###-###-#### fax***@ehi.com

Revdex.com:
I responded to Enterprise and expecting Enterprise is going to post the full refund into my credit card, then we can close this case
Regards,
*** ***

Bill is now attached