Enterprise Leasing Company of Chicago

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,
Katie ***

I spoke with *** the Area Manager and he stated that on 1/he spoke with Mr*** - *** refunded the customer the requested amount and apologized for the inconvenience. According to *** account, the customer accepted his apology and was satisfied with the refund

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,
*** ***

Area Manager *** *** spoke with the customer and agreed to cut a $check. He apologized for the inconveniences of the roadside program. We hope that the customer will find this resolution satisfactory

Our violations team has emailed the customer an explanation of our processing fee, and this has been waived and refunded back to the customer as a courtesy. We believe this will be an acceptable resolution

Bertram *** - We are
sorry for the implications our inability to rent you a vehicle upon your last
visit to our facility on 12/have caused you We have a debit card
policy that requires us to view a utility bill that is in your name, current from
the last days, has a past due
balance of less than $100, and that the
address on the bill matches the address on your drivers license As long
as these criteria are met, we would be happy to assist you with a car rental
If you would like to proceed with renting a vehicle from us, I will
review your utility to bill to ensure it matches our qualifications I
have reviewed these policies with the employees at the store to reinforce the
service levels we always strive to achieve for our customers- Area Manager

The customer will be issued a refund of $in the form of a check. Our accounting team will cut the check on Monday and it may take a week or so to arrive. We hope the customer will find this a satisfactory resolution. Thank you

The Area Manager has made several attempts to contact the customer directly with no success. He has provided the following details on the charges in question:
Customer reserved a vehicle for
pick up and return at ORD National from 11/16-11/for a total of $
Customer kept the vehicle until
11/and then dropped vehicle off at Lexington, KY AirportAt this time the
system corrected rating to match the correct one way prices for the rental
periodThese prices were $655/week and $131/day for the three additional days
The one day booking
picking up at O’Hare returning to O’Hare turned into a day booking One Way
(ORD to LEX)Pricing charged reflects correct one way rates for the time
periodWe hope this will provide some clarification, but if the customer requires further explanation, we would encourage him to return a call to our Area Manager. His phone number was provided in a voicemail. Thank you

Complaint: ***
I am rejecting this response because: I spoke to *** this morning and his response was simply since I work for *** to make *** fix their errorDoesn't seem fair as I'm still the customer my information isn't wrong in ***s system it's wrong in alamos system they owe me the 1000miles and if there system is incorrect then they can kindly issue me a full refund for both my reservations as they billed me correctlySo if they can't fix my miles refund my credit card charged under *** not Parker
Sincerely,
*** ***

The Area Manager has previously reviewed this issue and resolved with the customer directly. The damage was found to be pre-existing and the customer will not be pursued for any charges. The claim has been closed. Thank you

I immediately forwarded this concern to the Area Manager, Regional Vice President, and the VP of Risk Management. These are serious concerns that we will address with urgency

Ms*** spoke to Area Manager *** *** and he has refunded her $231.00. We hope this is a satisfactory resolution for our customer. Ms*** has *** direct contact information should any further issues arise

The Area Manager spoke to this customer and was able to issue a partial refund to account for the condition of the vehicle. We trust the customer will be completely satisfied

Initial Business Response /* (1000, 5, 2015/08/06) */
Contact Name and Title: Joseph ***
Contact Phone: ***
Contact Email:***
All Customers are responsible for citations and fines for the duration that they are renting the vehicleIf the customer does not pay
the ticket, we are unaware of any fines that occurred while on rent until the city sends us a letter at which point we forward that to the customer
In this particular instance it was a parking ticket, which means the customer parked illegally, and a ticket was placed on the vehicleSo there should have been no surprise to the customer that he received a fine from the cityAs soon as we received the citation in the mail we forwarded it to the customer at which point the city already charged him a penalty for not paying the ticket when he initially received itOften times some cities do not send us the citations until after an initial penalty has already occurred
Alamo does not take any responsibility for where our customers park the vehicleThis is between the customer and the city where he parked the vehicle, just as it would have been if he was driving his own vehicle

I have left a message with the customer in regards to a resolution. Waiting in response from the customer
Adam [redacted] area manager

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, as long as I receive the check. If I do not receive the check, I will be contacting the Revdex.com again. 
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,
Ronita [redacted]

Our Customer Service Supervisor spoke with Ms. [redacted] on 3/14/16 - the renter stated that the authorization had since fallen off and that she had closed her account with that bank. Ms. [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.

After reviewing this information, the Area Manager has submitted the following response.  The Area Manager attempted to contact this customer by phone, but the voicemail box was full.  We believe that the confusion lies in that ELCO was only covering 80% of the customer's...

rental.  The rental was $26.99/day plus tax (the renter was to cover 20% of this each day).  A settlement was made and the last day was set for the 21st which left her responsible for 2 full days out of pocked since she returned on the 23rd.  She was also responsible for $16.50/day for the entire rental since she added our coverage for the rental.  There was never an additional $300 taken out, and we are unsure where that number came from.  The renter was charged a total of $438.92, which adds up.  A copy of the invoice was sent to the customer by the Area Manager, and the renter can feel to contact us with any additional questions or concerns.  Thank you!

The Area Manager spoke directly to the customer and apologized for the entire situation.  The file has been completely shut down and will not affect the customer's credit report.  The Area Manager provided his direct contact information if there are any additional problems that may arise.