Enterprise Leasing Company of Chicago

The Area Manager delivered a vehicle to the customer's home at 8:30am this morning.  The customer's original vehicle is currently being evaluated at a local shop.  According to the Area Manager, the customer stated that his service was great, but that  he will not consider the matter closed until the referenced employees are fired - in response to this, the Area Manager ([redacted]) stated that this is something that will be handled appropriately, but internally.

forwarded complaint to the Area Manager for resolution

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 am glad this company did not call or follow up on this complaint until  I called my credit card company to stop payment. After that I called the customer service number to tell them I stopped payment then they agreed to refund.

The customer has not updated payments for the rental vehicle which is still in his possession.  As the owner of the vehicle, we are requesting that the vehicle be returned to any Enterprise branch location immediately.

The Area Manager looked into this issue and spoke
with the adjustor. They originally had denied the billing after the fact and
charged the customer. We verified that the customer was sent a refund check
from the insurance for all charges. The 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.

Area Manager [redacted] spoke to the customer.  His understanding is that there was an issue with her miles being applied due to the wrong last name being used for several previous rentals.  Since we are unable to add miles onto the [redacted] plan, [redacted] instructed the customer to speak to...

[redacted] and see if they needed something sent over to verify her rentals so they could add the miles.  The customer refused, and hung up.  As of now, we are unable to assist her any further.  The customer has [redacted] direct contact information.  If she requires further assistance with getting her miles added on by [redacted], she in encouraged to reach out to [redacted] for assistance.

The Area Manager has reviewed this issue and has submitted the following response.  This rental was put in the son's name because Ms. [redacted] did not have her license at the time of rental.  Allstate will not pay for the rental if it is not in either her or her husband's name.  Once...

they sent over a duplicate reservation, the branch attempted to match the reservation so that it would be in her husband's name, but it never matched up.  The branch spoke to Ms. [redacted] and stated that if they were able to match the reservation to her husband's name, they could issue the deposit back.  That did not happen, and Allstate made the branch aware that the renter would be responsible for all rental charges.

We are sorry for any inconvenience this may have caused.  I have requested that the $12 Admin Fee be refunded due to your experience.  Please reopen the complaint should you not receive the refund within 2-4 weeks.  Thank you.

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,
Dan [redacted]

After review of this issue, the Area Manager has determined that we will not be pursuing the customer for the remaining balance.  Accounting has been notified to clear this balance from their account.  We trust that this will be a satisfactory resolution for our customer.

After reviewing this concern, the Area Manager will be refunding the customer the requested amount.  We trust this will be a satisfactory resolution.  Thank you.

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 11/12/18 at O'Hare and did not return until 11/16/18 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.

The Area Manager contacted the customer directly to discuss the issue, and the customer has been removed from DNR.  We trust this is a satisfactory solution. Thank you.

Initial Business Response /* (1000, 5, 2015/09/11) */
Contact Name and Title: Paul [redacted] Area Manager
Contact Phone: XXX XXX XXXX
Contact Email: [redacted]@erac.com
customer has been refunded $47.49 processed 9/11/2015

After reviewing this issue, the Area Manager has refunded what was charged to make up for the inconvenience.  We expect that this will be a satisfactory resolution for our customer.  Thank you.

Good morning, I am unable to locate a rental for this individual based on the information provided.  Please have the customer respond with some additional identifying information such as a rental agreement number and rental location.  Thank you!

forwarded to the Area Manager for prompt review and resolution.

Initial Business Response /* (1000, 8, 2015/07/17) */
I am unaware of any violations that were incurred regarding this complaint. Rental procedure and policy were followed during the duration of the rental process. As far as any fees associated; they are handled by our violations department and...

there is not much notification if/when a violation occurs. We will usually try to inform customers to make sure that they have their own working I-pass in the vehicle at the time, and if there is a violation or missed toll, to call it in within the 7 day grace period to avoid any further charges or fees.

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,
Doris [redacted]

The Area Manager that oversees the Midway Airport location has looked into this matter and determined the following.  The corporate account that is referenced is not set up for unlimited mileage on minivans as stated in the corporate account rules.  Mileage is listed as 30 cents each...

additional mile over the allotted amount.  The rental agent [redacted] marked a note on the rental on 8/29 at 1:14pm that reads "customer is totally aware this is not unlimited mileage".  The original reservation was set up for 8 days, but the car was kept for 2 weeks and 2 days, which accounts for a majority of the price difference from the original quote.  Based on these findings, we will not be issuing a refund as the mileage charges were clearly stated in the agreement, and communicated to the customer, and the additional added days are what mostly contributed to the increase in the final amount.