PENRAC

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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] Brenda did try to help.

Brenda, the Group Car Sales Manager, apologized to the customer for our mistake on the website.  She offered him Kelly Blue Book plus $700, but received an email back that he bought a car from somewhere else.

The Area Manager, Micah, called the customer and apologized for the situation.  He refunded the customer for the coverage.  We consider this issue to be resolved.

The Area Manager, Sandy, called and apologized.  She refunded [redacted] $313.75 and gave her phone number if she needs anything else.  We consider this issue to be resolved.

I apologize for the delay in response.  The customer and Area Manager, Pat, have been playing phone tag.  Pat apologized and refunded the customer $92.64.  She is pleased with this resolution.

The Area Manager, Micah, spoke with the customer and apologized for her experience.  He got her rental invoice taken car of and emailed a receipt so she can be reimbursed.  [redacted] is going to call back with her vacation plans so we can get her setup with a discounted rental due to the...

issues she had.

I apologize for the error.  The number is ###-###-####. Thanks,

The Group Rental Manager, Todd, spoke with the customer and apologized if he was trying to get ahold of someone without a return call.  Todd walked the customer through the numerous calls that were recorded by the Enterprise Damage Recovery Unit on 4/21, 4/24, 5/3 and 5/19 to discuss the...

damage.  The damages shown in the pictures were consistent with the damage that he is being pursued for.  Todd also explained that we pulled previous contracts to ensure there was no prior damage.  Todd offered to split the cost of the repairs, but the customer declined.  At this point, we will be sending the file to collections.

My wife’s SUV was hit by another person while it was parked. The other person’s insurance covered the damages and a rental vehicle. My wife picked up the rental at E[redacted] in L[redacted], PA since it is inside the F[redacted] dealership that was repairing our SUV.
When she went there they wanted to sell her expensive insurance which my wife declined. Then they did a quick walk around vehicle inspection and had my wife sign their documents. During this time my wife was busy watching our two young grandchildren and was not paying attention.
After our SUV was repaired she returned the rental and was told there was a large scrape on the passenger side rocker panel under the doors and we needed to pay our insurance deductible of $200.00. My wife did not have the $200.00 and called me in tears.
I drove to E[redacted] to inspect the vehicle and seen scratches, not a large scrape on the rocker panel (I have photos for insurance). Again they ask me for my deductible of $200.00. Not knowing what caused the minor damage, and seeing that the F[redacted] body shop was next door, I told them I wanted an estimate of damages. They told me they could not do that as they use other body shops and again requested payment. I ask them what if the damages are less than $200.00 seeing that the scratches should easily be repaired. They told me that the insurance company would refund the difference.
There were no marks on the tires in front and behind the scratches, my wife does not recall hitting anything, and now our son recalls seeing the damage the day she picked up the rental.
This seems a little backwards. Why should we pay them the deductible up front? Shouldn't they deal directly with our insurance company?
If our vehicle is damaged, and it is our fault, we get estimates and the insurance company pays for the repairs less the deductible. Then we pay the deductible to the repair shop.
Watch out for E[redacted]. If you don’t purchase their expensive insurance. Make sure you pay attention during the vehicle inspection and take photos of the interior and exterior. Otherwise you and your insurance company could be stuck paying a large bill for damages that were already there.
Also see: http://www.consumeraffairs.com/travel/enterprise.html where there are 1230 complaints including similar complaints like this.

[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]

Our Regional Manager [redacted] spoke to [redacted] and a refund of $1497.60 was agreed upon as a resolution for the matter.  Please let me know if any additional information is needed.
Sincerely,
[redacted]
Enterprise Rent-A-Car

[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]

It is a group 57 claim…[redacted] This was handled with the customer back on 6/29/15…We closed the claim. Our ARM, Dino L[redacted], spoke with the customer, informing her of same.  Copy of his email below: I...

just spoke with Lindsay and told her that we would not pursue for damages……………..  I did review previous contracts a found something written on the bottom of a contract that says surface scratches.  It does not say where on the vehicle that is , so I will not be holding customer accountable as it could represent that on the back bumper.   Please close file…Thanks[redacted] Dino L[redacted]Area ManagerNortheast Pennsylvania

[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]

The area manager has tried several times to reach the customer.  The first phone number the customer provided was her friend's, but she would not give out the customer's phone number.  The second phone number was disconnected.  The area manager left a voicemail on the third phone...

number, but has not received a call back.

-------- Forwarded message ----------
sans-serif;">From: [redacted]<[redacted]>Date: Sun, Jul 26, 2015 at 7:23 AMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].To: "[redacted]" <[redacted]>
Good morning, 
Enterprise has been in contact me and the end result is they were willing to give back half the insurance premium. 
Thank you for your help in trying to resolve this issue. 
Sent from my [redacted]

Please DO NOT RENT from ENTERPRISE!!
I needed to rent a car due to my car needing to go into the shop for repair. I of course I chose ENTERPRISE since it is so well known. BIGGEST MISTAKE I could have made.. I ended up having the rental for 2 weeks. I returned the car yesterday. The guy from ENTERPRISE/ ERTLEY Wilkes Barre PA came out to do the “walk around” He was done and said OK lets go inside to file a claim? Claim????!!!! For what??? There was NO damage done to the car by me what so ever! The damage he was referring too was near the UNDERNEATH of the car which you could not spot out when doing a “walk around” When I rented the car 2 weeks ago the girl that was supposed to do this “walk around” NEVER DID IT!! She looked inside the trunk and then had ME read her the mileage and gas. However I did sign the paper saying the car is in good condition before leaving. That doesn’t matter tho because there was NO damage that I could SEE! I didn’t get on my hands and knees looking for scratches! I asked to speak to that girl and he told me she’s no longer employed here….I wonder why!!!!!
This ENTERPRISE worker demanded I pay my 500$ deductible! FOR WHAT!!!??? I did NOTHING wrong to the car! I am 100% disputing this. I feel this was a scam and the ENTERPRISE workers did not do their job in protecting me! They claim they are 100% customer service and will have their customer’s backs?? BS!! Someone screwed up and never reported this damage and now they need someone to blame this on. I 100% believe that!
To make this worse the ENTERPRISE guy CHARGED my credit card for the deductible after telling him I refuse to pay this and will be DISPUTING this!! That is STEALING! YOU DIDN’T HAVE MY PERMISSION OR CONSENT TO DO THAT!!
Please reconsider when choosing where you rent a car from.,…If this could happen to me it DEFINATLEY can happen to you too! I have never seen such poor customer service in my life! I have worked for the Department of Homeland Security for 11 years and now with the Department of Labor I work with the public everyday. Customer service is CRUCIAL to me on a daily basis. If I ever treated someone the way ENTERPRISE treated me I would be FIRED!! He treated me like I was a “stupid girl” No respect, refused to listen to me, no answeres to my questions, and then STEALING my money….OH and the comment “ I can’t believe you don’t have 500$” …When he was trying to get me to pay the deductible….who are YOU to tell me what I have and don’t have!!! Who says that!
Disgusted with this situation and hopefully can prevent this from happening to anyone else! If you rent from ENTERPRISE be sure to take pictures of the car before you leave the lot! No matter what they tell you THEY will find a way to hold you responsible for their employees NOT doing their job and something you DIDN’T do.
I WILL KEEP WRITING REVIEWS, Revdex.com, LOCAL NEWS ETC Until I get answers as to why this happened to me so STOP DELETING THEM!
ENTERPRISE/ERTLEY MOTORWORLD WILKES BARRE PA
9/2/16 Suzanne

The customer has been refunded and the matter has been resolved by our Area Manager Allison B[redacted]
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Sincerely,
Patty D[redacted]
[redacted] Rent-A-Car

The area manager has tried to reach the customer 4 times over the last several weeks.  The phone numbers on file are either disconnected or the mailbox is full.  The only time the area manger got ahold of someone, it was her sister and she would not give out the customer's phone number.  There was also an email sent to the customer and the area manger has not received a response.  Please let me know if there is a better phone number to reach the customer at.

The area manager has been in constant contact with the customer.  He is waiting for the vehicle to go to the shop, see the estimate and pictures, and then make a final decision who is at fault.