Enterprise Leasing Company of Chicago

The Area Manager looked into this issue and spoke with the adjustorThey originally had denied the billing after the fact and charged the customerWe verified that the customer was sent a refund check from the insurance for all chargesThe Area Manager left the customer two messages to let them know this is all taken care of We trust this will be a satisfactory resolution

The Area Manager has reached out to the customer directly and is awaiting a reply to discuss these charges According to our records, the customer was scheduled to return the vehicle on 11/12/at O'Hare and did not return until 11/16/at Milwaukee after we had sent out demand letters We will not be offering a refund at this time, but we encourage the customer to please contact the Area Manager to discuss this issue further

Our Customer Service Supervisor spoke with Ms [redacted] on 3/14/- the renter stated that the authorization had since fallen off and that she had closed her account with that bankMs [redacted] has the Customer Service Supervisor's direct contact information in case she could be of any further assistance We sincerely apologize for the confusion and extra time spent related to this rental transaction

Initial Business Response / [redacted] (1000, 5, 2015/06/12) */ Ms [redacted] confirmed with me just now that she did not get a reservation number when she called the first time (on June 2nd) because she had said she would call back to confirm if she needed itTherefore, no reservation was made at that time When she called back the second time (June 4th, days later) our availability and pricing had changedI spoke to Ms [redacted] just now and offered to honor her corporate rate she had requested, but she said she did had made other arrangements

Good morning, I disagree with a few things Ms*** statedFirst off I was told verbally by Mr*** that I could return the car and/or make payment on Wednesday September 23rdI also spoke with Mr*** on the morning of Tuesday September 22nd numerous of timesWe spoke about the agreement of returning the car on the 23rd also we spoke about why the amount was so muchHe explained to me why and how much I was being chargedNeither times I called which was three times that morning did he stress the fact for me to Bring the car in as of now because of payment decline, instead he made an agreement with me making me think that it was ok to keep the car until the next day of Wednesday the 23rdIf he would've made it clear that I had to bring the car in as soon as possible I would have and then went back on the 23rd to rerent if needed soI have a garage so if I was intentionally trying to confiscate or keep the vehicle without permission I would've hid it if I didn't have a understanding that I could keep the car until the next day why was it parked in front of my residence, also after this happened I spoke with Mr*** again begging him to let Ma*** kno he said he told her an he admitted once again that he told me I could return the car on the day of the 23rdHe said he didn't kno that the tow was going to go in affect so soon an that it normally takes a weekI spoke with Ms*** she was very rude she hung up the phone on me numerous of times she didn't try to understand at allI asked her were all calls recorded she responded that they were but she will not go back and check anythingThat her decision was final
On Oct 26, 10:AM, "Revdex.com Info Account" wrote:
Thank you for contacting your Revdex.com serving Chicago and Northern Illinois
Attached you will find a copy of your case regarding Enterprise Leasing Company of Chicago
Best Regards,
Revdex.com of Chicago & Northern Illinois
North Wabash Avenue, Suite
Chicago, IL
*** ***
** ***
www.Revdex.com.org/chicago Start With Trust
Give us your feedback!

they told me repeatedly there was no issue to switch it over once I brought in my ID and because ENTERPRISE had my ID and because I was working during the hours of the DMV I was unable to get my IDf replaced so I sent my husband in with his IDThe guy handling everything didn't even seem to know what he was talking about And if he didn't know and the manager didn't know, how am I supposed to know, and to top it all offI'm STILL waiting for a call from that local officeThey still haven't called me back nor has the diacteict manager like o was just told the other dayEnterprise does not want to deal with their customers its plain to seeThey want to hide being meassagea and act like they are in the rightBut you guys cheated meAnd I'm sure cheated many other unsuspecting peopleIf anyone else is reading this to see if you should do buisineas with this companyI'm going to tell you to be cautious because they take the money from your account and don't even explain why they are doing it, they won't talk to the insurance or their customers once you return that car So you say, call the local office, I have!!!! Many times!!! How many more times do I have to call th to keep getting brushed off.
Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***

The Area Manager spoke to the customer and refunded $to match the rate of $35/day, and provided a free day to compensate for her issues. We trust that this is a satisfactory resolution

After reviewing this issue, the Area Manager has issued the following response: Upon the customer’s
return to the rental location the rental contact was paid in full and the
customer’s card was charged $for the remaining rental balance. At
that time the customer re-opened
another rental agreement. The standard
procedure for any customer is to take a minimum $deposit if another party
is not being billed for the charges, like an insurance provider. That
$deposit was used towards the customer’s second rental invoice
balance. No refund is due to the customer.We trust this explanation will be satisfactory, but should the customer require further clarification, we would encourage the customer to reach out to us directly. Thank you

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
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: I have responded and I was never notified that $was going to come off of my credit card and I was never notified that the contract was up the area manager never gave me his cell phone number to get in touch with him all I have is the branch phone number of where I picked up the carThey are the ones not calling, I had to call the Glen Ellyn branch to speak to someone ! The insurance company called me today and I'm still waiting for them to pay for the rental I don't know what the issue is but my car will be fixed next week
*** ***

I am reaching out to the Area Manager to help with a resolution. Could you please fax or email the ticket in question to ***?

Area Manager *** *** has agreed to issue a refund check for $to resolve the issue with billing for additional calendar days. A check was issued by the regional office and may take 7-10 business days to reach the customer We hope this is a satisfactory
resolution, and we look forward to the customer's future business

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
Sincerely,
*** ***

Contact Name and Title: *** ***
Contact Phone: Area Manager
Contact Email: ***.***@ehi.com
Response:
This customer stated she was going to return our rental vehicle to us by September 19, Saturday, if not sooner on Friday the 18thAs of Monday September 21, the customer still had
not returned her rental vehicle, and her method of payment was declining for the additional days she kept our assetAt this point, the branch management had made several attempts to contact the renter and left voicemails requesting the customer to return the vehicle and pay off the balanceThe branch continued to leave messages and attempt to contact the renter on the morning of Tuesday September Since the customer was unresponsive to these attempts, the branch decided to begin the process of reporting the vehicle as stolen so we could get our asset back quicklyBefore reporting the car as stolen, the branch notified our risk management department of the adverse risk this customer presented to us and we began to take necessary action to recover our vehicleThe customer finally called the branch back in the afternoon on September 22, when branch management requested the immediate return of our vehicleThe customer stated she would not be able to return the vehicle until Wednesday, September The branch never granted permission to keep the car longer, as they still required paymentBecause the payment was delinquent and at a substantially high balance, we did not cease our pursuit to retrieve our vehicleWe dispatched a tow truck to recover the vehicle from the customer's home on the night of September 22, as we were concerned that the car may not get returnedThe tow fee is $and the customer is responsible for this balanceThis was determined based upon the fact that she did not return when she stated she would, was difficult to get in contact with/unresponsive at times, and had a form of payment that declined for the additional days she kept the carThe customer will also remain on the "Do Not Rent" registry because we cannot be in a situation where we have to chase our customer's for payment
*** ***
Area Rental Manager
*** cell
***.***@ehi.com
Enterprise Rent-A-Car*** ** *** **
*** ** ***
enterpriseholdings.com

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
Sincerely,
Binyomin ***

(The consumer indicated he/she DID NOT accept the response from the business.)
My girlfriend called back the next day at a local enterprise officeWhich was the number
Adam had called fromAnd he wasn't availableThey told my girlfriend they would leave him an email for he could get back to herThat was on 10/07/I am not able to call since I work throughout the whole dayAgain she tried calling Adam on his cell phone today 10/14/His phone rang went to voicemail and inbox was full not able to leave messageJust wanted to inform before case was closed

We will need some additional information in order to be able to assist this customer. I cannot locate a rental using the customer's provided name or phone number. Please forward over the rental location or rental contract number so we are able to look into this issue. Thank you!

The Area Manager has reviewed this issue and has offered the customer a full refund for her inconvenience. The office has been made aware that the vehicles need to be much cleaner and communication with our customers needs to improve. We trust the customer will find this resolution
satisfactory, and we look forward to her continued business

Initial Business Response /* (1000, 5, 2015/09/26) */
Additional Insurance was left on the contract by mistake, we called the customer today and refunded the difference and apologized for the mistake

Initial Business Response /* (1000, 12, 2017/12/27) */
Spoke to customer and issue is resolvedInformed customer that she is able to pay balance with office at any time, and it was not the case that she only had one day to pay