Enterprise CarShare

Good Afternoon,Thank you for bringing this situation to our attention.We are reaching out to this customer to explain our damage policy so she understands the process.  Car Share members are required to do a full inspection of the vehicle prior to driving.  When they report the damage at...

that time, it relieves them of responsibility  This damage was reported after driving.  We did have employees go to the location of the pod to research the situation and determined it could not have happened while in its' space.  We also opened a claim and contacted the previous two drivers who stated they did not cause the damage.If the damage was reported at the beginning of the trip, prior to driving, per our terms and conditions, the member would not have been held responsible.  Since the member did not report the damage prior to driving and reported after the vehicle was driven, she is being held responsible.Karen P[redacted]Group CarShare Manager

[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: I called before the end of the reservation to inform them I had a medical emergency and needed an extension. I spoke to their representative Haseem and he informed me the reservation would be extended and that there would only be a $14.00 fee. I returned the vehicle at approximately 6:08 pm. I also informed their CSR department that the vehicle had a hazardous matter due to the back seat constantly falling down at every interval of my journey, which required for me to stop and secure it multiple times. This situation was responsible for additional time being incurred. After reviewing my account there were several charges from unknown locations of Enterrise which was far in excess of what was agreed upon.According to their policies and New York State Rental Law as long as I notified them before my extension expired I was not responsible for late fees. Their policy also states that if there are any hazardous conditions regarding the vehicle they are reponsible for delays the matter poses.I also informed Dustin T[redacted] of their Member Services department regarding my experience regarding the defect inside the vehicle and the excess charges. Upon hearing my explanation he realized it was the appropriate action to take by refunding the funds to my account. Excerpt of email: "I have refunded the late return fee. Total:($59.94) please allow up to 3 business days for the refund to process with your bank. I have notified the local team about the back seats not staying up. I have added 15 in driving credit to your account. If you have any questions please call [redacted]." I have been a loyal customer of Enterprise for a few years and I have always been mindful of returning the cars on time. In this situation it seemed as if there was a lack of communication between departments. Also please bear in mind that once they made recompense regarding the matter I alerted your Revdex.com office via email, however it appears as if your department went forward on the issue anyway. Thank you. Regards,
[redacted]

We were able to speak to the customer and make her aware of the issue that caused the delay in receiving the refund of her annual fee.  The refund was processed through our system, but held up by our merchant.  Once this delay was found, we were able to get this refund processed. ...

Customer is aware of the issue and why the delay occurred.  I was also able to follow up with the customer and confirm that she received the funds on August 24th, 2017.  Customer is satisfied with the action and results and has received amount owed and promised by our company.

Revdex.com of Metro Washington DC & Eastern Pennsylvania:
 
Re: Complaint #[redacted]
 
Enterprise CarShare is an automated program that allows approved
members to rent vehicles by the hour or by the day.  Due to the nature of the business model, we
do not physically...

verify the member’s driver’s license information at the
beginning of every reservation. 
Therefore, we require members to use our online form or visit an
Enterprise location in-person on an annual basis to re-verify their driver’s
license information.  We do this to
ensure that we have the most accurate information on file.
 
In order to be fully transparent and to ensure our member’s face no interruption
to their membership with us, we email member’s asking and reminding them to
re-verify their driver’s license information. 
This may include sending multiply reminders via email over the course of
30 to 60 days.
 
On Thursday, September 22, 2016 at 5:13 PM EST, [redacted] did
send an email to the local Branch Manager. 
On Monday, September 26, 2016, her driver’s license information was
re-verified successfully and any driver’s license holds that were placed on her
account were lifted.  Her concern was reviewed
and addressed with in two business days of receiving her email.  In addition to our response to this Revdex.com
concern, we also emailed [redacted] and informed her of the aforementioned
which she replied to, saying, “’thank you.’” 
 
With this said, we consider this concern resolved.  As always, we thank [redacted] with
bringing her concern to us and are happy we were able to assist her with this
matter in a timely fashion.
 
Thank you,
 
Adel K[redacted],
Branch Manager
Enterprise CarShare
New York Office

Good Afternoon,First and foremost, thank you for taking the time to address this issue. I appreciate that you will no longer pursue me for the deductible. As an FYI I have since now reported all damage I have encountered and if you check my account there is one vehicle I was placed in that has significant damage outside and inside.Again thank you very much for your assistance as I love using your service.Have a great day. [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]

[redacted]
3:18 PM (8 minutes ago)
to me 
Ok
 
Response:
We reached out to [redacted] and discussed our policies and procedures with him.  [redacted] acknowledged that he now understood our polices and the...

responsibilities that each member has.
These policies are clearly stated in our terms of use, welcome packets, online reservation system and in our in car materials.  After reviewing the facts of the case again, we are comfortable with our investigation and confident that it resulted in an appropriate outcome that is fair to all of our members.  We communicated this with [redacted] and asked him if he had any issue with our investigation or our policy, he said he understood and felt that our policies were fair and in the best interest of our members.
 
Our introductory rate promotion offered an excellent discount to our new members at a rate that was nearly 50% off for some of our vehicles.  As our marketing collateral communicated and as our basic contract terms stated, this offer was good until December 31, 2013.  While our rates did increase when the promotion went away, we are still happy to offer competitive rates that provide the best value in our industry.  Enterprise continues to offer excellent discounts to our members to this day and we will continue to offer promotions to encourage new members to come on board and enjoy the benefits of the best CarShare fleet in Washington, DC.
 
At Enterprise, it is our top priority to maintain our integrity and establish an operation that is fair for all of our members.  We are very open to continued feedback and discussion with our members if they ever have questions or concerns.
 
[redacted]
Group Sales and Marketing Manager
IMO
CarShare
 
Washington DC Group 
2273 Research Blvd #600
Rockville, MD 20850
###-###-#### cell
[redacted]
 


Macari, Michael R <[email protected]>




3:18 PM (8 minutes ago)










to me




 
 
 
 
Ok
 
 
Response:
We reached out to [redacted] and discussed our policies and procedures with him.  [redacted] acknowledged that he now understood our polices and the responsibilities that each member has.
These policies are clearly stated in our terms of use, welcome packets, online reservation system and in our in car materials.  After reviewing the facts of the case again, we are comfortable with our investigation and confident that it resulted in an appropriate outcome that is fair to all of our members.  We communicated this with [redacted] and asked him if he had any issue with our investigation or our policy, he said he understood and felt that our policies were fair and in the best interest of our members.
 
Our introductory rate promotion offered an excellent discount to our new members at a rate that was nearly 50% off for some of our vehicles.  As our marketing collateral communicated and as our basic contract terms stated, this offer was good until December 31, 2013.  While our rates did increase when the promotion went away, we are still happy to offer competitive rates that provide the best value in our industry.  Enterprise continues to offer excellent discounts to our members to this day and we will continue to offer promotions to encourage new members to come on board and enjoy the benefits of the best CarShare fleet in Washington, DC.
 
At Enterprise, it is our top priority to maintain our integrity and establish an operation that is fair for all of our members.  We are very open to continued feedback and discussion with our members if they ever have questions or concerns.
 




Mike Macari


Group Sales and Marketing Manager
IMO
CarShare
 
Washington DC Group 
2273 Research Blvd #600
Rockville, MD 20850


###-###-#### cell


[email protected]

I have no information that represents this is from Enterprise CarShare  in Washington DC metro area....

From: [redacted] <[redacted].com>Date: Mon, Dec 7, 2015 at 11:23 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]@myRevdex.com.org
Hello [redacted]. This complaint has been resolved and I'd like to withdraw it. Thanks.

[redacted] who was...

previously a Mint member from 2009 was sent an email that offered a dual promo. In this email it stated he would receive a full rental day from Emerald Club (National) and a $75.00 driving credit for Enterprise CarShare.  He obtained this promo from an email that was sent to him in April 2013 that had expired on June 2013.  [redacted] filled it out the application on July 24. 2014.  At this time, we could not honor an expired offer because it was a dual promo and we weren’t sure if Emerald Club would still honor a free day.  As a courtesy we offered to refund him the $25.00 application fee, offered him a free replacement card, and a $25.00 driving credit.  He then mentioned another promotion he came across, as we had told him he cannot combine two promotions, and as well he was already an existing member. All promotions are for new members only.  We still wanted to offer this to him, but he kept refusing and said we are offering him something that was worse than his original offer.  After going back and forth and then offering another $25.00 driving credit bringing the total to $50.00 worth of driving credit and a refund of the $25.00 application fee, he politely declined and cancelled his membership.
 
After his claim was filed to the Revdex.com, we called him up and after apologizing we offered a $75.00 driving credit.  He declined.  In conclusion we tried our best efforts to satisfied the customer’s request.

[redacted] had a multitude of contract violatiomns during the course of this rental.  We touched based with her throughout the process and she neglected to cooperate with the return of the rental. This caused us to have issues with other customrs who intended to use this vehicle.  We...

will glad return the goods left in the car and the fuel reimbursement if [redacted] will come to our store with the keys to the vehicle which we do not yet have. Four members of our team communicated with [redacted] throughout the process and all comments were consistent with her violating our contract.

In response to the Revdex.com complaint about false advertising.  I had spoken to [redacted] shortly after her purchase.  We went over the price, and how it is $10.00 before taxes apply.  We were extremely apologetic that the tax was not disclosed at the time of her purchase. ...

We decided on behalf of Enterprise CarShare that we would give her a full refund for her application, and as well still keep her account open so she can take advantages of our services for the full year of membership.  She was happy with the outcome.

Hello,
This is in my area, so please note my e-mail address:  [redacted]@erac.com
I have left this member a detailed message and sent her an e-mail explaining why she is responsible for the $500.00 deductible.  All members, at...

application, agree to our terms and conditions/member policies, which clearly state they are responsible to do a full walk around the vehicle and contact us, prior to driving, to notify us of any damage.  This relieves them of any responsibility for the damage.  This member called us 1 1/2 hours into her trip to report damage.  The damage is significant.  After speaking with her we did reach out to the previous member who stated he returned the vehicle undamaged.  We also reached out to the parking garage manager twice to see if we could obtain camera footage.  We have not had a response from them.I offered to speak to the member further to explain our policy and that members are responsible for any "change in condition" of our vehicle as they would if their own vehicle. 
Karen P[redacted]

The customer received an email stating we have refunded all charges and apologize for the inconvenience.  There was a problem with our website and it has been corrected.  Thanks for bringing this to our attention...

To Whom This May Concern:

face="Calibri"> 
I am responding to the complaint that has been filed against Enterprise CarShare from a [redacted]).  [redacted] had a reservation on August 7th, 2014 from 9:30am to 1:30pm.  Enterprise CarShare is a ‘self service program’, where members have full access 24-7 to the vehicles.  On the day in question [redacted] accessed the vehicle at 8:59am.  [redacted] originally paid for the original reservation time in the amount $52.51; at the end of her trip it reconciled the billing time and seen  that she accessed the vehicle an hour before.  This was in the amount of an additional $12.41.
 
As far as the 15 calls she had made to our  customer service team.  We do apologize if she had any difficulty getting through to our call center.  We have indicated on our record that she had called four times.  Each time she was very irate and we were unable to explain what she was being charged for.  However without any second guessing nor educating member for the reason why she was charged.  We immediately refunded the member in the amount of $12.41, the same day she reached out to you. Member has been refunded.

Review: Enterprise got me to sign up through a promotion. The application took longer than the promised amount of time. After it was accepted, the terms were completely different than what was in the promotional offer I signed up under. I called customer service and they said the offer was expired and they wouldn't honor the terms. They offered to give me a negligible amount of credit, which would have made the overall offer still worse than the standard promotion they are offering. I pointed this out multiple times, but they didn't seem to understand that offering me a worse promotion than their standard offer was not doing me any favor. Their CS isn't able to do much of anything.Desired Settlement: I would like to receive the original promotion, as offered; $75 in driving credit and a free rental day with [redacted].

Business

Response:

Review: I picked up the vehicle on a Saturday morning, and when I realized I would not be able to return it in time, I called to extend the rental the next day. I then received threatening text messages and emails from Alvaro *. P[redacted], a representative of Carshare. He told me that they would notify the police and claim that the vehicle is stolen. What is interesting is that I was trying to use the fuel card,but it did not work, so I called him. He instructed me to use my own funds to pay for fuel and they would reimburse me. Then I got in touch with his supervisor and let him know the nature of the situation. These are the most incompetent people on the face of the planet. They ended up picking up the vehicle from my residence in the middle of the night, and again I received a threatening email from P[redacted], claiming that I will have to pay 500$+ for the scratches on the passenger side of the vehicle, in which I did not know was there( I was the drive the entire time- how was I supposed to know there was scratches?) Plus, 50 bucks for smoking in the car, in which I am not a smoker due to health issues. This is a TERRIBLE company, and I am not sure how they are in business. [redacted] and [redacted] are the lesser of the three evils in this business. Clearly, customer service is not at the top of their list. When they retrieved the vehicle, I left a bag of groceries in the backseat. They will be reimbursing me for these items as well as the fuel charge.Desired Settlement: I want my reimbursements from the fuel charge as well as my groceries that were in the backseat. Furthermore, I will not be paying for this rental and the additional charges that P[redacted] is claiming that I owe.

Business

Response:

[redacted] had a multitude of contract violatiomns during the course of this rental. We touched based with her throughout the process and she neglected to cooperate with the return of the rental. This caused us to have issues with other customrs who intended to use this vehicle. We will glad return the goods left in the car and the fuel reimbursement if [redacted] will come to our store with the keys to the vehicle which we do not yet have. Four members of our team communicated with [redacted] throughout the process and all comments were consistent with her violating our contract.

Review: On August 13, 2014 I contacted Enterprise Car Share at their ([redacted] number approximately 15 times in reference to incorrect billing on my account. Each time I was either placed on hold for indefinite amounts of time or I was greeted by Customer Service personnel who were uncooperative, lacking knowledge and proper training to help me. The purpose of my call was to discuss the over charging of my account. I had made reservations on 8/7/2014 which amounted to $52.15 and my account was billed for said amount. The vehicle was returned within its time limits so there should be no additional billing fees,however on 8/13/2014 my account was billed $12.41. I have made several phone calls to inquire regarding these charges, but no one at Enterprise seems to have any information, or have tried to assist me. After approximately 15 phone calls and requests to have a representative call me back regarding my account, I have not received any definitive information regarding their unfounded billing. I would like my account credited immediately for the $12.41.Desired Settlement: I would like the additional funds of $12.41 returned to my account immediately.

Business

Response:

To Whom This May Concern:

I am responding to the complaint that has been filed against Enterprise CarShare from a [redacted] ([redacted]). [redacted] had a reservation on August 7th, 2014 from 9:30am to 1:30pm. Enterprise CarShare is a ‘self service program’, where members have full access 24-7 to the vehicles. On the day in question [redacted] accessed the vehicle at 8:59am. [redacted] originally paid for the original reservation time in the amount $52.51; at the end of her trip it reconciled the billing time and seen that she accessed the vehicle an hour before. This was in the amount of an additional $12.41.

As far as the 15 calls she had made to our customer service team. We do apologize if she had any difficulty getting through to our call center. We have indicated on our record that she had called four times. Each time she was very irate and we were unable to explain what she was being charged for. However without any second guessing nor educating member for the reason why she was charged. We immediately refunded the member in the amount of $12.41, the same day she reached out to you. Member has been refunded.

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.]