PENRAC

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]
As I have stated, I am still waiting to see any documentation that shows a multiple dent policy.  I asked for this and was shown their damage indicator, which only states, NO DENT MAY BE MORE THAN THE LARGEST CIRCLE, which theses barely noticeable dents were clearly much smaller than that.  I have spoken with different Enterprise representatives  and the only response I get is there were multiple dents. , We were told there were 3,which as I have stated before were not visible to us or visible  n the photos. As there is no written or posted policy stating anything different than the damage indicator that I was handed and have submitted, , I do  not feel that I am legally responsible for this damage.

The Area Manager, Sandy, spoke with the customer and apologized.  Both [redacted] and the body shop did not pay for 3 of her rental days.  Sandy refunded these charges.  We are going to work on getting reimbursed on our end, but promised the customer we will not go back and charge...

her.  She is happy and has Sandy's contact information if she needs anything else.  We consider this issue to be resolved.

The Area Manager, Dino, has left several voicemails for the customer and emailed her.  He has not heard anything back.  I will  send an email if she ever responds.  He refunded her $35.59 that she was charged for fuel.  Dino's cell phone number is [redacted] if the...

customer would like to get in contact with him.

Good morning!
At Enterprise Rent A Car we place great emphasis on customer service and we...

appreciate the feedback submitted by [redacted] in regards to his rental experience at our [redacted] location.
Upon receiving this complaint our Area Manager called [redacted] to review his concerns about his damage claim with our company.  As a result of their discussion we agreed to waive the additional fees associated with the claim and we are writing off half of the balance in question of $484.  Enterprise will absorb $242 and [redacted] will remain responsible for the other half at $242.
Based on our write off of fees, half of the claim's damage balance and [redacted]'s agreement to this resolution, we consider this issue resolved.  Again we appreciate his feedback as we place great value on exceeding our customers' expectations.  As such we would welcome the opportunity to handle any of [redacted]'s future transportation needs.
Regards,
Paul S[redacted], Regional Controller
###-###-####

The Area Manager, Pat, spoke with [redacted] and refunded her money in full.  The refund was processed today and will post in her account within 2-3 business days.  We consider this issue to be resolved.
 
 
 

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Review: My contract states that I had 825 miles per week included in my rental, for 6 months Enterprise was charging $.13 per mile to my account, unknown to me. The manager [redacted] is not honoring my signed contract and I have been overcharged around $3000.Desired Settlement: I want the contract honored and [redacted] to refund the overcharge of $3000

Business

Response:

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,

Enterprise Rent-A-Car

Review: rental car, expense to be payed by 3rd party in accident claim.our personal insurance information provided enterprise requested credit card information for "policy" reasonswe DID NOT request any extra or additional services for any reasonsfor any purpose.ANY demand for payment is an action of THEIFT BY DECEPTIONDesired Settlement: WITHDRAWAL charge to personal credit card

Business

Response:

Our Area Manager [redacted] spoke to [redacted], [redacted]’s wife who had rented the vehicle. [redacted] assured [redacted] it was not our intention to mislead her about the coverage and agreed to refund the amount of $94.31. [redacted] said she would pass on the information to her husband. [redacted] asked [redacted] to have her husband call if he had any additional questions or concerns.

Review: [redacted], PA

While driving during a car rental, a tire pressure warning appeared on the dash. I was able to change the tire but was told by my local garage that the rim was bent. I brought the car with the tire to my local rental agency and was told I would be contacted. Both contacts were from a local employee, the first to explain my story and the second to inform me that Enterprise decided it was my responsibility. So what is my complaint?When I rented this car, it had the cursory inspection for cosmetic body issues. The bent rim was on the inside and not observable without a lift or crawling beneath the car. When the warning appeared it indicated the problem was the left front tire when it was the left rear. This would indicate the wheel had been switched without the sensor reset. I hit nothing. I was driving on a limited access highway and the warning light appeared suddenly indicating 7 lbs. of pressure and dropped to nothing in the space of 3-4 minutes. This would seem to indicate the seal gave between the tire and rim.The only contact I am able to get from Enterprise are calls and mail from "recovery specialists". I have emailed one twice in the last 2 weeks and have not received a response. The other gentleman called last week, and I have left 2 messages on his voicemail, but have not received any response. I expect at least the courtesy of a forum to explain my side of this issue, but thus far all I get are letters threatening action from "independent lawyers or collection agencies." Somehow I feel excluded from the process of blame and yet am expected to bear responsibility for an issue that I didn't create.At least, I was fortunate enough that whoever remounted that tire placed on the rear or the result might have been far more tragic.

Product_Or_Service: Rental CarDesired Settlement: DesiredSettlementID: Other (requires explanation)

I honestly feel that this issue was not of my making. I would like Enterprise to realize this and stop pursuing the $539.81 that they are trying to extract from me for damages, administrative fees, and loss of use.

Business

Response:

Good morning!

Review: My Husband and I had to rent a car from enterprise car rental, (penrac, llc.) On October 4th,signed a contract with penrac,llc to rent a buick suv, to be paid for by [redacted] Insuracnce companyPenrac, llc put a $hold on our bank card and in the contract im ppo gasoline at $3.00/ gallonMy husband and I walk out in agreementAfter (6) days of renting the vehicle, Penrac, llc debited our bank account another$I called them and they told me libert mutual was not paying for the rental carI told the representative of Penrac, llc I will be in the next business day for a more affordable vecihle and will be opening up a claim with my insurance company allstateThe next day I was put into a ford explorer for less money and a percentage being paid by allstatei had this car for daysPenrac is charging me an additional $and $/ per gallon in gaswhen we have a signed contract for $3.00/ per gallonPenrac, llc was made numerous unauthorized charges to my checking accountWe I returned the car the next day day my checking account was dedited $I spoke with a representative at enterprise and they told the $was the final billthe next business day Penrac, llc debited my bank account $in attempts to come to an understanding with Penrac, llc (enterprise) my husband and I have just been lied to numerous times , its always a constant combination of un answered questions and lies
Thank you,
###-###-####Desired Settlement: the six day rental fee refund of $removed and the difference in the price of gas and for all transactions to be authorized
Business
Response:
At Enterprise Rent-A-Car, customer service is our priority and we appreciate the opportunity to address [redacted]'s issueUpon receiving this complaint our Area Manager, Jim G[redacted] contacted [redacted] regarding her concernsAs a result of their discussion Jim agreed to refund $We consider this matter to now be resolved and hope [redacted] will choose Enterprise for her future car rental needs

Review: Last month our brand new car was hit by another car. The owner was insured with [redacted] Insurance and set up a car rental with the [redacted] office. When I dropped off our car and picked up the rental car I was told to sign here and initial here. I didn't have my reading glasses and didn't read what I was initialing. I know that is a stupid mistake but I initialed something about paying for additional insurance on the rental car. We have rented cars from [redacted] in the past and we have never paid the additional insurance because we use our car insurance. The rental agreement even had [redacted] and $250 deductible written on it. I picked up the car on Monday, May 26th and returned the car on Tuesday, April 2nd. Imagine my surprise when I received my credit card bill and I have 2 charges from [redacted]. One dated 4/3/13 for $96.35 and one dated 4/1/13 for $57.81. I called the [redacted] office and was told "well you initialed the paper". Why would I want to pay for extra insurance when I am already paying [redacted] for car insurance and the [redacted] Insurance company would be taking care of the rental cost? This accident wasn't my fault and I was not expecting a rental car company to take advantage of me. I'm also not sure why I was charged twice.Desired Settlement: Refund of the charges since the rental car was supposed to be provided for by a [redacted] Insurance claim.

Business

Response:

Our Area Manager [redacted] contacted [redacted] and after discussing the matter agreed to refund the charges. The customer was satisfied with this resolution.

Review: Myself and my family were driving on vacation when our car broke down on our way there. Turns out our vehicle required a major repair and would not be able to make the trip. Our only option was to get a rental and add the extra expenses to our trip on top of the repairs totally $1050.00 of unexpected costs. [redacted] was able to find a vehicle and come pick us up in 3 1/2 hours. With speaking to the manager at [redacted] they said we were able to have the vehicle for the length of our trip and return it on our way back through from vacation. We paid for the vehicle up front to cover expenses through Saturday when we were told we could return it to the shop and swap vehicles. We were informed to place the keys in the mechanics drop box on Saturday and they would pick it up Monday morning. This is exactly what we did and the vehicle was exactly where we told them as well as them picking us up there knowing that's where our vehicle was being repaired. With the whole disappointment of shortening our trip due to breaking down and added expenses of repairs and rental I was very happy to be home. With [redacted] requiring a $100 fee to be refunded when your done with the vehicle I was looking for my refund a few days later when I saw they did not refund the money, and even charged more. They claimed that they did not know where the vehicle was and assumed we still had it. Even though it was made clear that we lived out of state and were leaving it at the shop where they agreed. After contacting them regarding this matter, the manager Rachael that I had dealt with the day of our breakdown told me that we were supposed to call to report it returned. This was never discussed and to be clear the agreement was ONLY to be left at the shop, keys in the drop box and that's exactly what I paid for up front. They left the vehicle at the shop for days, claiming they didn't know where it was. It was made very clear with all parties involved when and where and is not our fault and do not deserve the added headacheDesired Settlement: We are entitled a refund of $134.00. This includes the $100 deposit as well as the $34 that was unknowingly charged to my card.

Business

Response:

The customer has been refunded and the matter has been resolved by our Area Manager Allison B[redacted]

Sincerely,

Patty D[redacted]

[redacted] Rent-A-Car

Consumer

Response:

[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.]

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,

Review: My mother went on [redacted] to rent me a car while I was in the process of purchasing a new car. We found the car renter Alamo Rent A Car for a price of $17 a day and I was renting this car for a week. I went to [redacted] Airport to pick up the car. After I gave my credit card information they gave me the keys and I went out to the parking lot to find my car. After searching a little bit I found The [redacted] and checked the car out. It seemed fine. I drove the car for a week with no problems what so ever and returned the car when I was done with it. It seemed strange that when I dropped the car off they had no one out to check the car before I departed. Usually they have someone come out before and after renting a car to see if the car is ok. But they told me everything would be fine that I could just drop off the keys. A month went by and I received a $700 invoice from Alamo claiming there was damage done to the car. I was really upset with this claim. I sent them letters after letters asking them in what God's great nation did you think I did this to the car. I asked them for pictures of the damage still no response. Another month went by and I started getting calls and letters from a collection agency wanting restitution for the damages to the car that they would have seen weren't done by me if they would have checked the car went I picked it up and dropped it off.Desired Settlement: I want Alamo to remove this claim that they had set forth towards me. The use of Alamo and it's merging companies again as if I would ever have to rent from such as enterprise ect.

Business

Response:

Our Airport Manager Lori B[redacted] researched the customer’s dispute and found that the claim is from 4 years ago and that he had agreed to a payment plan. Lori spoke to [redacted] and informed him that because the claim is 4 years old and there is an agreement to a payment plan in place that we will not investigate the claim any longer. After informing the customer of such he hung up on Lori.

Review: OCTOBER 21, 2013 AROUND 7:30PM MY SISTER, HER TWO SMALL CHILDREN AND MYSELF WERE INVOLVED IN A CAR ACCIDENT WITH AN ENTERPRISE RENTAL. WE WERE TOLD THAT ALL ENTERPRISE LOCATIONS WERE CLOSED AND THAT WE COULD NOT GET A CAR UNTIL THE NEXT DAY. THIS WAS VERY INCONVENIENT SINCE WE HAD JUST TOTALED THE FRONT END OF THE VEHICLE DUE TO A DEER AND WAS STUCK ON US-15 WITHOUT A VEHICLE OR WAY HOME TO NEW YORK. THE OFFICER ON THE SCENE WAS KIND ENOUGH TO TAKE US TO THE NEAREST HOTEL. WE WERE TOLD THAT WE WOULD BE ABLE TO GET A CAR BY 1PM THE NEXT DAY. IT IS NOW 1:17PM AND WE ARE NOW BEING TOLD THAT WE WILL NOT BE ABLE TO GET A VEHICLE UNTIL 4:30PM-5PM WHICH IS STILL NOT GUARANTEED. I WAS TOLD MANAGERS ARE IN TRAINING AND APPARENTLY THE REGULAR EMPLOYEES DON'T KNOW HOW TO RESERVE A VEHICLE. WE DID NOT HAVE THE ADDITIONAL FUNDS TO STAY IN THE HOTEL ([redacted]) BUT THE HOTEL WAS VERY ACCOMMODATING. WE HAVE CHECKED OUT SINCE 11AM AS REQUIRED WHICH WE INFORMED ENTERPRISE OF LAST NIGHT WHEN WE FIRST ARRIVED AT THE HOTEL. WE ARE STILL SITTING IN THE HOTEL LOBBY AND THE ENTERPRISES IN [redacted], [redacted] ARE ALL TELLING US THAT WE CANNOT GET A CAR UNTIL 4:30PM-5PM WHICH THEY CAN'T GUARANTEE. THIS IS NOT GOOD BUSINESS. I WENT ONLINE TO SEE IF I COULD RESERVE A VEHICLE AND IT ALLOWS ME TO RESERVE ONE FOR 1PM EVEN THOUGH THEY KNOW THEY DON'T HAVE ANY AVAILABLE. AT THIS POINT WE ARE JUST STUCK AND OF COURSE STILL BEING CHARGED FOR THE RENTAL ALTHOUGH WE DON'T HAVE A PHYSICAL CAR TO DRIVE. ENTERPRISE BOASTS ABOUT BEING A FAMILY BUSINESS BUT CLEARLY THEY DO NOT CARE ABOUT PEOPLES FAMILIES AS NOW THE HOTEL IS ASKING US TO CHECK IN AGAIN OR LEAVE. WE SHOULD NOT BE STUCK ON THE SIDE OF THE ROAD WHEN WE HAVE A RENTAL AGREEMENT. ENTERPRISE HAS ALREADY TAKEN THE $450 FOR THE RENTAL ALTHOUGH WE DO NOT HAVE A CAR.Desired Settlement: I AM NOT SURE WHAT CAN BE DONE. TOO MANY TIMES BUSINESS DO AS THEY PLEASE AND NOTHING COMES OF IT. I WANT EVERYONE TO BE AWARE OF ENTERPRISES PRACTICES AND THEIR LACK OF CONCERN FOR THEIR CUSTOMERS. I WOULD ALSO LIKE TO BE REIMBURSED FOR THE DAY WITHOUT A RENTAL THAT I AM BEING CHARGED FOR WHILE WAITING IN A HOTEL LOBBY FOR A CAR TO POSSIBLY APPEAR.

Business

Response:

We were able to switch the customer into a different vehicle. In addition, the New York Regional Manager ([redacted]) spoke to the customer regarding the hotel bill. The customer is going to fax him a copy of the bill and [redacted] is going to deduct that portion from the rental cost.

Review: I reserved a car rental for two days with a Sunday drop by 4:00 pm. The amount I was to be charged was $45.02 When I got my bank statement, I was charged $67.53 When I called to inquire why I had been charged an extra day, I was told that I had a special weekend rate and they always add in Sunday since they are closed. Well I was never told this, never signed anything stating this, the website says nothing about this, and the email for the reservation says nothing. In fact the email shows that I have to return by 4 pm on Sunday to get the 2 day rental rate. So basically, the manager said she would not give me my money back but if I insisted on paying for just 2 days, she would charge me approx. $60 dollars a day for the two days. I feel I was completely misled by this company and would like my $22.51 returned.Desired Settlement: $22.51 - one day rental plus tax credited to my card.

Business

Response:

Our Regional Manager, [redacted] spoke with **. [redacted]. [redacted] refunded the difference per the customer’s request and sent him a coupon for the inconvenience.

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.

Review: My car was at my dealership for repairs. I was told a part had to be ordered and it would take 3-4 days to repair. I went to Enterprise Rent-a-Car, told them I needed a car for 3-4 days, and they happily rented one to me. The repair shop was sent the wrong part so there was a delay getting my car back. Enterprise told me when I got my car back to drive their rental car to my dealership and give them the key. When I paid my bill at the dealership I gave them the key and was told they would immediately contact Enterprise to pick up the car. I had the car Feb 14 through Feb 25 at 4:25pm. Enterprise did not pick up the rental car until Feb 28 and overcharged me. I do appreciate their refund of $85.89 however according to my calculations they still owe me a credit of $62.73. I can send you in the mail a copy of the letter I sent them, the bill, and my calculations vs. their charges. I have given them ample time to credit me but have not had any response.Desired Settlement: Please credit my [redacted] $62.73. Thank you

Business

Response:

Our Regional Manager, [redacted] contacted [redacted]. [redacted] reviewed the original charges and then the updated charges with the customer to confirm that the correct amount had been refunded. [redacted] sent an invoice as well and gave the customer his contact number in case she has any additional questions after she has had a chance to review the invoice.

Review: On 1/15/14 I was referred by [redacted] to rent a car from Enterprise while my car was being repaired. It was raining and [redacted] picked up my friend, my son and I from the dealership and drove us to Enterprise. We arrived about mid-day and were met by the Assistant Manager [redacted] who immediately asked for my drivers license, credit card and insurance card. She then asked me the amount of my deductible and I informed her that I had never rented a car before and didn't know what that was, so she explained it and then asked if I would rather use their insurance for $25 a day so that if I bring it back with any dents I would just have to drop the keys off and not worry about it, and it would just be taken out of my deposit. Then she took out what she said was a contract to rent the vehicle and had me sign it with no other explanation for what I was signing. Once the paperwork was done she told me that I had to use a ** vehicle and the only one she had available was a [redacted] caravan. I told her that I didn't want the van and she assured me that I would have another car by either the end of that day or the following day. She then went to get the van, clean it and bring it over for a walk around. When she pulled the van up to the window my friend noticed a dent on the side and pointed it out to her when she came back in to take us out for the walk around, but she didn't respond. We continued out and walked quickly around the van to the front drivers side then around the back and to the passenger side where it was dented, then [redacted] opened the door and I sat my son in the rear. She quickly showed me how to operate the vehicle and I drove it home. The following day I received a call from the Branch Manager [redacted]. [redacted] to bring back the van and switch it for a blue [redacted]. So I made the switch and about 20 min later I got a call from Steve saying he did a walk around and found a dent. I told him it was there when I rented it, and he said there was no record of a dent and would have to make a claim.Desired Settlement: I would like to receive a refund of my deposit. I would also like for my insurance not to be made liable for the fraudulent claim.

Business

Response:

Our Regional Manager [redacted] contacted **. [redacted] to inform her that we would not pursue her for the damage. He apologized for the oversight by our office personnel and the customer seemed happy at the end of the conversation.

Review: I had to rent a vehicle from Enterprise Car Rental for what I thought was supposed to be for 1 day while my vehicle was being repaired at a dealership.The sales lady ask me if I was interested in additional auto insurance ( she said 9 out of 10 people take this option ) so I said yes, but for 1 day only. I asked her if I had to keep the car longer do I have to call or stop in to let her know and she said no that after 1 day she would cancel the additional insurance. I had the car for 5 days and when I returned the vehicle she charged me $100.00 for the whole 5 days. I called them and all I got was the run-a-round. These people are nothing more than a pack of thieves. I want my money back! thank you.Desired Settlement: I want my $80.00 back ( $20.00 a day for 4 days that I did not authorize!

Business

Response:

Our Regional Manager [redacted] spoke with **. [redacted] today. **. [redacted] explained his issue again stating that he was under the impression he would only be charged for the insurance for the first day and we would just remove it for him since it was taking longer at the shop to have his car repaired.