Enterprise Holdings

Mr [redacted] -Thank you so much for choosing Alamo for your rental needsMy name is [redacted] and I would be happy to assist with your case.I apologize that you felt anything other than complete satisfaction when renting from one of our facilitiesCustomer Service is our way of life and we strive to prove that in every encounter.Regarding your specific case, I saw that you stated you felt cheated by not being aware of the additional coverages that you eventually purchasedI wanted to make you aware that we ensure that every phone reservation agent properly quotes our coverage options when booking via the phoneIn the event of online bookings as you've done with this reservation, we place that same information on our website during the booking process (Under Policies & Help).If our customers miss the information there, we also have the information listed in the email confirmation that was sent to your [redacted] .com email address (Under Important Policy Information).Again, I would like to apologize for you feeling anything except completely satisfiedTo help better your overall experience, I would like to offer you Free Days towards your next US/Canadian Alamo RentalIf you accept, please reach to me via email and I will send the Free Day Codes over to you.Looking forward to hearing from you! [redacted] - Customer Support Specialist [redacted] @ehi.com - [redacted]

I have a problem with how they bill loyal customersI do not have a problem with the local officeI love working with them and will do so even though I am completely unhappy with Enterprise Corporate practicesI am a plus member and at times have rented cars as frequently as every other weekI am an individualI had a family emergency and the local manager waited for me a few minutes past closing time just to get me in a car at the last minuteHowever, he had to charge me three days for returning a car I rented Thursday at 6pm and returned on Saturday at 6pmThat is literally hours and I was charged for daysIt seems as though they are out to charge extra and not really work with the community as a "family business" as they claim to be

[redacted] – James B [redacted] the Area Manager for this branch called this customerJames refunded the customer the full amountThe customer is happy with the result and was advised to call us with any other issues

Our Area Manager reached out to the customer and we will be refunding the customer due to lack of communication on our part The customer was satisfied with this resolution

Complaint: [redacted] I am rejecting this response because: We have never recieved the discount we were offered.The original rentals were supposed to be This was for the vehicles we had reserved months in advance When they did not have our reserved vehicles they offered us substitutes for the same price We were promised 40% (Euro) off each of the rentals for our trouble and inconvenience (full rental price) minus 534.11(discount) would bring the total for each rental to Euros Then we were promised that the vehicles "drop charges" would also be taken off which is an additional Euro each car, bringing the total for each car now to Euro That would bring the total rental for both autos to Euros Both of our credit cards were charged $USD which at the rate of exchange on that date was full price for the autos Euro As you can see, there was no discount applied Also, since they put us behind the wheel of a car with a manual transmission which neither of the drivers knew how to operate we insisted that they provide the additional insurance for the vehicle for “as we would not be held responsible for damage to an auto that we were not qualified to drive The manager [redacted] and her assistant [redacted] both agreed and stated that the insurance would not be charged However, we were charged for the insurance as well We would like this reimbursed too.Also, because one of the vehicles we were given as a replacement (Opel Van) was oversized, we encountered additional charges when travelling through the Eurotunnel into the UK from France We sent reciepts to [redacted] as requested by her with the assurances that the additional amount we had to pay would be reimbursed as well and they were not Those charges are: Euro.We returned one of the vehicles early and did receive a discount for the early return but never the full or correct adjustment we were owed The price for the car we returned early should have been Euro Now deduct 40% (euro) from that figure and you have Euro This should have been the total for that rental So for both rentals all-inclusive with all discounts we were promised and mentioned above the total charge should have been Euros for both autos We have been charged to date: Euro We are owed a refund of Euro.The above complaint also fails to mention the great deal of time and money this cost us by having to pay nine employees to sit around in airport parking lots and hotel lobbies for hours on end on multiple occasions waiting for cars that were promised and reserved months in advance, as well as, the several contractual, professional commitments that we had to miss due to Enterprise’s gross errors and mishandling of our service We have been Enterprise customers for years here in America and have never seen or even heard of anything like this happening anywhere before nor have any of our employees all of whom are seasoned travelers and frequent vehicle renters Thank You,Sincerely, [redacted]

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. Sincerely, [redacted]

I have made contact in regards to his concerns during his most recent rentalWe agreed to refund customer the full cost of the invoice stated in his emailCustomer appreciated timely follow up

[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]

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 Sincerely, [redacted]

updated documentation with buyers order and email thread with dealership also purchased warranty reflected in buyers order

Hello, Would it be possible to request the invoices from ***, as well as the hotel? They were not attached to the concernThank you!

Mr [redacted] - Thank you so much for choosing Alamo for your rental needsMy name is [redacted] and I would be happy to assist with your caseI apologize that you felt anything other than complete satisfaction when renting from one of our facilitiesCustomer Service is our way of life and we strive to prove that in every encounter.Regarding your specific case, I saw that you stated you felt cheated by not being aware of the additional coverages that you eventually purchasedI wanted to make you aware that we ensure that every phone reservation agent properly quotes our coverage options when booking via the phoneIn the event of online bookings as you've done with this reservation, we place that same information on our website during the booking process (Under Policies & Help)If our customers miss the information there, we also have the information listed in the email confirmation that was sent to your [redacted] .com email address (Under Important Policy Information)Again, I would like to apologize for you feeling anything except completely satisfiedTo help better your overall experience, I would like to offer you Free Days towards your next US/Canadian Alamo RentalIf you accept, please reach to me via email and I will send the Free Day Codes over to youLooking forward to hearing from you! [redacted] - Customer Support Specialist [redacted] @ehi.com - [redacted]

I spoke with Mr [redacted] and offered a genuine apology for the way he felt this was handledThis customer was unable to meet underwriting qualifications at one of our branches and then came to a different location, believing he would be able to qualify thereI explained that I would be happy to handle his next reservation for him to ensure that he is taken care of and fully aware of all qualifications in advancePlease let me know of any additional questions or info needed Thanks, [redacted] Area Rental Manager

September 6, Revdex.com of StLouis Missouri N Broadway Ste 2060StLouis, MO RE: [redacted] J*** Complaint ID: [redacted] Enterprise File: [redacted] To Whom It May Concern: Please accept this correspondence as our response to the complaint filed by [redacted] with your officeWe have reviewed the concerns raised by Mr*** Mr [redacted] rented a Chrysler bearing Georgia registration [redacted] from EAN Holdings, LLC dba Enterprise Rent-A-Car at [redacted] on November 29,Mr [redacted] returned the vehicle on January 3, accruing total rental charges of $ As such, $was charged to Mr***s Discover credit card ending in On April 4, we received noticed that Mr [redacted] had reported this charge as fraudulent with his credit card company Subsequently, this charge was reversed by Discover leaving a balance of $ Mr [redacted] was placed on Do Not Rent as a result of the outstanding balance Based on this information we are unfortunately unable to remove Mr [redacted] from Do Not Rent until this balance is resolved 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 Sincerely, [redacted] Controller

The customer's insurance policy set a last day for the rental Our branch called three times prior to the date to notify the customer that a last day had been set The customer did not return by the last date and was only charged for one day of rental at $The branch also called and left the customer two voicemails prior to closing the ticket but never received a call backAlso, the complaint states they were charged $but were only in fact charged $Our Area Manager has tried contacting the customer three times to discuss this concern and he has not heard back

On this file for the incident in Roissy the customer received a compensation of euros for the hotel and the rental with [redacted] plus a 50%discount on the rental with Enterprise For the file in Valenciennes the customer received a % discount on the Enterprise rental.We apologize for the customer's experience Regards [redacted]

We have spoken with the customer and have waived $

I spoke to the renter today and informed her we would not remove [redacted] *** from DNR. The renter rented on two separate occasions and we had to threaten him both time to convert the car to get him to come in to pay and rewrite. [redacted] |Enterprise... Rent-A-Car Area Manager Clearwater, FL

I spoke to Mrs [redacted] Apologized for the ongoing inconvenience and processed the $refund just nowAsked Mrs [redacted] to give 2-business days for it to reflect in her account and offered my cell phone number to follow up but she did not take it

I have spoken with Mrs [redacted] and although she did not request it and only wanted her voice heard, I will be sending her a check to compensate her monetarily as well as a letter of apology I will also include my contact information should she decide to use us for any future rental needs Thanks ***