Enterprise Rent-A-Car of San Francisco, LLC

Initial Business Response /* (1000, 5, 2015/12/29) */
Spoke with *** ***Sending him a weekend on usCustomer is satisfied per *** *** at 23AA Admin Office
Initial Consumer Rebuttal /* (3000, 7, 2016/01/02) */
(The consumer indicated he/she DID NOT accept the response from the
business.)
I did receive a call from Enterprise on 12/I also received a letter from them offering a free day "weekend rental"Although I am not interested in a monetary compensation, a three day rental hardly compensates me for the time lost in their offices on Christmas eve and the inconvenience and expense of finding alternate transportation during my weeklong stay in San FranciscoWhat is more important to me is for Enterprise to make an effort to address the specific customer service and training issues that were raised in my original complaintIt is not clear to me that Enterprise is doing anything specific to address how customer's are communicated the status of changing circumstances and availability of carsThis is borne out by the fact that I did not get a call regarding a call the following Saturday after the office re-opened despite being assured that I would get a call and a car as soon as the office re-opened on the 26th
I saw numerous customers impacted that dayEnterprise should follow up on the events of Dec 24th with each and every customer and come up with specific changes in communication policy to serve its customer base
Final Business Response /* (4000, 9, 2016/01/14) */
We are very sorry Mr*** does not accept our responseEnterprise has followed up with all of our customers and resolved any concerns from the holidays, including speaking with Mr*** and apologizingWe hope he will use the free weekend rental so that we give him a better experience than the past one

Initial Business Response /* (1000, 10, 2015/09/09) */
The issue originated in the North Carolina GroupWe are sending this issue to the North Carolina Group and will inform the renter to contact the *** *** with the Risk Department at XXX-XXX-XXXX and reference DXXXXXXXX
Thank
you,
*** M***
Initial Consumer Rebuttal /* (3000, 12, 2015/09/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It is my opinion, that this company does not wish to assist me with this matterI was told by them that I was not in the DNR system, that I was taken out of the systemThey said that they would make the change in their systemHowever, this did not happenThey are now stating that their system shows that the co-pay was not paidHowever, the co-pay was paid 13-years agoI called Zidarof and my call was never returnedThis appears to be a common practice with this company
Final Business Response /* (4000, 14, 2015/09/11) */
The Area Rental Manager in the ***, NC territory has spoke with the customer and resolved the customers concernThe customer is able to rent from all Enterprise Rent A Car locations
Final Consumer Response /* (4200, 16, 2015/09/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I would like to be provided proof of this

Initial Business Response /* (1000, 5, 2015/11/24) */
We apologize for the inconvenienceThe DRU close the Damage Claim and issue a refund to the customerThe DRU is sending a letter out to the customer
Initial Consumer Rebuttal /* (3000, 7, 2015/12/08) */
(The consumer indicated he/she DID
NOT accept the response from the business.)
Although I accept that the damage claim was closed, I have not yet received any refund as of today (December 8, 2015)
Final Consumer Response /* (2000, 11, 2016/01/04) */
I received the refund checkI am satisfied by the outcome and would like to close this case

Initial Business Response /* (1000, 5, 2015/08/28) */
Contact Name and Title: *** *** Sup
Contact Phone: XXX XXX XXXX ext ***
Contact Email: ***@***
Mr***,
Thank you for taking the time to contact Enterprise Rent A Car of San Francisco LLC to explain the
issues that have occurred recentlyWe regret any inconvenience you have experienced and we assure you that we are anxious to retain you as a satisfied customers
We have reviewed the information you provided and conducted a full investigation in order to resolve this matter fairly
We are not confident that the damage was caused while in your care and for that we will be closing out this claim immediatelyWe are mailing you a refund check for the $deductible we initially charged
Again, I sincerely apologize for any inconvenience this may have caused
Sincerely,
***
Initial Consumer Rebuttal /* (2000, 7, 2015/08/31) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I would like to thank Revdex.com and Enterprise for helping me take care of this matter swiftlyAll I wanted was to be treated fairly and not be charged for someone else mistakeI will take the refund and would like to close out the case

Reviewed the concern, issued the requested refund, and emailed the customer an apology and updated receipt.

Good Morning,I have been in contact with this customer in recent days. I explained to her that the reason her card was charged is because her dealership [redacted]) refused to pay the bill on her behalf. Therefore, the automatic default is for our electronic payment system to charge the...

renter's card that is on file. When I spoke with Ms. [redacted] yesterday, she said that she would seek reimbursement from [redacted] Please let me know if there is any additional information you need me to provide, thank you.

Final Consumer Response /* (2000, 6, 2016/02/18) */
thematter was resolved and thyn took good care of me and it already settled and I love the way they handle this thanks

We have spoken with the customer and hopefully resolved all issues and concerns . We hope the customer is completely satisfied with the outcome of our service.

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. The regional manager was on vacation, once he was able to be responsive it was resolved quickly and amicably. Sincerely, [redacted]

Initial Business Response /* (1000, 5, 2015/11/05) */
Dear Ms. [redacted],
Thank you for taking the time to contact Enterprise Rent -A- Car of San Francisco LLC to explain the issues that have occurred recently. We regret any inconvenience you have experienced and we reassure you that we are anxious to...

retain you as a satisfied customer.
We've reviewed your concerns and conducted a full investigation in order to resolve this matter fairly. We've contacted the local shop that repaired the time on August 15, 2015 and the cost of the repair is very minimal. That being said, we are waiving all cost related to your claim and your MasterCard ending in [redacted] was refunded on 11/05/15 for the full $500 we collected on the day you returned. Please allow 2-3 business day for the refund to reflect.
If you need further assistance, you may contact us at XXX XXX XXXX ext. [redacted]. Thank you for giving us the opportunity to assist you.
Sincerely,
[redacted]
Risk Supervisor
Initial Consumer Rebuttal /* (2000, 7, 2015/11/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)

The answer to this complaint is that the customer was reimbursed and the issue was handled.

Initial Business Response /* (1000, 5, 2015/08/05) */
Per [redacted], Area Manager. We spoke to the consumer on 08/04/2015 and resolved the issue.

Complaint: [redacted]I am rejecting this response because: The manager was extremely rude and doesn't know how to treat customers. Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/11/18) */
Contact Name and Title: [redacted] Manager
Contact Phone: [redacted]
Contact Email: [redacted]@erac.com
I have spoken to [redacted] and apologized for the miscommunication. We should have either A) Given the customer a ride back or B)...

Directed the customer to another location closer to her home and they could have given the customer a ride back. The customer will be contacting me for a future rental discount when she needs a rental in the future.
Initial Consumer Rebuttal /* (2000, 7, 2015/11/19) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Apology accepted

Initial Business Response /* (1000, 5, 2015/08/07) */
Our GTM, [redacted] spoke to him yesterday and told him that we had an account that rented the majority of our cargo vans several months ago that we did not expect and they are not back. We wanted to give him as much notice as possible so he...

could make alternate plans. I also told him we were working with our Sacramento operation to see if we could get more inventory. He mentioned to me he did secure a van at our Stockton location but transportation there may be difficult. I told him I would update him as we get closer and he said he would do the same if he had solved it on his own. He understand for now we will not fulfill his reservation not unless we acquire more inventory. I told him we would contact him if there are any changes.

Initial Business Response /* (1000, 10, 2015/10/06) */
This issue was sent to the Northern California Group Office. The issue is with 32U3 located in Valencia which is handled by our Southern California Group Office. I have sent this issue to [redacted] Foy XXX-XXX-XXXX.
Thank you,
[redacted] M....

[redacted]
Administrative Assistant II
ERAC Company of San Francisco.
Initial Consumer Rebuttal /* (3000, 12, 2015/10/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Enterprise Rent a car should have received all 100% of payment from State Farm insurance, because State Farm Insurance took two months to settle my insurance claim, it was not my fault that the claim was not settled for two months therefore, Enterprise rent a car should have collected the $2000 dollars from State Farm Insurance not directly from me I was over charged $1000 dollars, I am asking that my $1000 be refunded.
Final Business Response /* (4000, 14, 2015/10/19) */
[redacted],
To update you on this, I have called three times now. I've spoken with the renter as well as her sister. Each time I call they say it is not a good time. I've given them my cell number to contact me when they can, and I haven't heard from them. If I do I will let you know.
Thank you,

[redacted]
Area Rental Manager
Valencia/Canyon Country/San Fernando
XXX-XXX-XXXX direct
XXX-XXX-XXXX cell
XXX-XXX-XXXX fax
[redacted]@ehi.com
Final Consumer Response /* (4200, 16, 2015/10/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I [redacted] would like for [redacted] to respond in letter formal, Yes, [redacted] calls when I am getting my kids ready for school, I have eight kids what does [redacted] for me to drop what I am doing with my eight children and speak with her when it is inconvenient? I told her to telephone me after 430PM but [redacted] is not complying with my request regarding when it is convenient to speak with her, I believe [redacted] is looking for a loop hole a way out. I am not satisifed with the response no.

Initial Business Response /* (1000, 5, 2015/08/25) */
Per Area Manager, [redacted]
There was an issue with the total price not matching the reservation price.
I just spoke with the customer, apologized for the issue, refunded him the excess charges as well as an additional $50 as a sign of...

good faith.
He has my contact info and will contact me in the future if he needs any assistance.
He is happy with the resolution.
Initial Consumer Rebuttal /* (2000, 7, 2015/08/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)

My name is[redacted] and I manage the local CarShare operation. 
First, I certainly apologize to this customer for the confusion while joining our carshare program, and the fact that the representative did not make it clear that  while free to join, and the first year...

of membership is free, subsequent years are $40 upon each anniversary.  We should have been clearer both in person, and on the material when fulfilling the initial membership package.
Further, I apologize on behalf of Enterprise CarShare that the customer was informed that they "must" return the smart-card or possibly face a charge. While we do like to recycle these membership cards, whenever possible, we  certainly can deactivate it. (I would only ask that the customer simply cut-it up and put it in the garbage as they might an old credit card.)  Because of this valuable feedback, I will also work with our corporate customer care team to ensure that the language be revised to avoid demanding a return, but to include helpful instructions on how best to either return it or destroy it.  
Finally,  I will immediately process this customer's cancellation myself.
 
Over the past 60 years,  Enterprise rent-a-car has built our hard earned reputation and brand on the simple principal that if we take care of our customer and our employees, the business will do well. Despite this unfortunate experience, our hope is that this customer will continue to use our other Enterprise, National and Alamo brands with confidence and trust.
Sincerely,
[redacted]
[redacted]

Initial Business Response /* (1000, 5, 2015/07/02) */
The Risk Department and the Damage Recovery Unit are working on adjusting the admin fees charged for this [redacted]. Consumer is responsible for the actual damage costs to the vehicle as the consumer admitted he did damage the vehicle.

Initial Business Response /* (1000, 5, 2015/12/14) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@erac.com
I contacted [redacted] and let her know that Enterprise will take care of her. We have scheduled her an appointment at Auto Nation Chrysler...

Dodge on 12/22/2015 at 8:30 AM (Service advisor- [redacted]) to see if her vehicle needs a system download or the "U-Connect kit" installed to enable her blue tooth feature to function. Whatever the case is Enterprise will take care of her and have the blue tooth feature working at no charge to her.
Initial Consumer Rebuttal /* (2000, 7, 2015/12/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I'm very pleased with the quick response and no-hassle resolution. Thank you, Enterprise.