Enterprise Rent-A-Car of San Francisco, LLC

Initial Business Response /* (1000, 5, 2015/07/22) */
Area Manager, [redacted] has called an left two messages for consumer. Waiting for consumer to contact [redacted] back to resolve the issue. [redacted] can be reached at XXX-XXX-XXXX.

The area manager has called the customer and we are waiving the key replacement charges.

Initial Business Response /* (1000, 10, 2015/08/25) */
Dear Revdex.com,
This was sent to the Northern California Enterprise Group Office. The complaint is regarding a location in [redacted]; which is handled by our Southern California Enterprise Group Office. I will forward the information onto...

the Southern California office to address.
Final Business Response /* (1000, 13, 2015/09/04) */
I spoke with [redacted] and discussed the phone handling issues at the branch and apologized for the aggravation. He will follow up with me when he hears back from state farm as to why the direct bill was denied. I informed him we can reverse any charges if necessary.

Initial Business Response /* (1000, 5, 2015/09/10) */
We have spoken with the customer and will be refunding the entire rental. Thank you!

Initial Business Response /* (1000, 5, 2016/01/28) */
The customer was very upset about the customer service she received at our Union City location. I agreed with her... we absolutely dropped the ball and there are no excuses for it. The customer ended up renting a car from a different location,...

and I waived all charges for her as a sign of my willingness to fix the problem. I also informed the customer that the employee who assisted her at the time in Union City is no longer with us, and is therefore incapable of providing such bad service to any other customers at that location in the future. The customer is very pleased with our resolution and has my information for the future. I told her I would make sure the first day of a future rental would be free as well.

Sorry for the inconvenience you had with your rental.  This rental from a different group, not ours.  Unfortunately, I cannot be of help to you.  As we are one company, we work with different entities.  If you would like to pursue this further, please contact the branch that...

you rented the vehicle from and I am sure they would be happy to help you!

Initial Business Response /* (1000, 5, 2015/12/30) */
Area Manager, [redacted] has left two messages for consumer to call him to resolve the issue. [redacted] can be reached at XXX-XXX-XXXX.
Initial Consumer Rebuttal /* (2000, 7, 2016/01/04) */
(The consumer indicated he/she ACCEPTED the...

response from the business.)

I had actually spoken to this customer on the same day I received the Revdex.com complaint. He was very confused about how much his insurance company was supposed to cover for him, which resulted in him spending about $[redacted] more than he had planned on. He was aware that he was paying a small portion of the...

bill each day, so I simply refunded him the full $[redacted] in question. He was very thankful for my quick response and feels that it was a fair one. He will continue to be a customer of ours in the future.

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, Kevin [redacted]

Complaint: 12206185I am rejecting this response because:I have not received a call from either manager I reached out to, I specifically did this before reporting to Revdex.com after receiving no response. The complaint is not by my mother, for some reason she continues to be called even though I am an adult, gave you my correct contact information, and it seems that no one can straighten that out. I have received no voicemail from any manager and actually never spoke with Hawk because he was out of the office both times I called. I respectfully disagree with the unethical practices of your customer service personnel. As I've stated before, I did sign the form, I explained that I was misled and trusted your associate's expertise when I explained my insurance doesn't cover anything "extra". I saw the cost associated but assumed per my statement, that she knew that was the required covered insurance. If someone is trying to reach me please call the correct number, I am happy to resolve this without Revdex.com. I am not satisfied with the response I was given which was stated rudely to begin with, and basically that your associate is more truthful than I am. I told several associates exactly what happened and was told I was wrong and that Rosie doesn't remember it that way. Well it is what happened, so I will go through whatever means necessary to help you understand it is not right to treat your customers this way. Sincerely,[redacted]

[redacted] we only charged you for the days in which you were responsible for. USAA stop paying for the rental on 12/09/16 and you returned the car on 12/16/16. We notified you of the last day of rental on 12/08/16. You expressed much concern and we suggested that you reach out to USAA to find a...

solution regarding last day of payment. You outright refused in which we went over and beyond by reaching out to USAA in hopes of resolving this issue. USAA confirmed the last day of payment as 12/09/16.  You were aware that USAA stopped paying for the rental and decided to you return the rental on 12/16/16. We believe that you are responsible for the payment in which we charged you.

I truly apologize for the horrible experience from our office in [redacted] We definitely could have handled this situation better and it is unfortunate that it had to get to this point of the dispute process. While it is in our contract that the customer is fully responsible...

for the condition of our vehicle until it is brought back to an Enterprise location, I can see how the customer was confused in this case about how to drop off the vehicle. If she spoke to the branch and was directed to drop at the bodyshop, regardless of our policy, it makes sense that she was under the impression her responsibility for the car would end at that point. It sounds like she spoke to multiple people and had many different responses... I think anyone in a similar circumstance would also feel frustrated.
While I did research the history of the vehicle and did not find any evidence of pre-existing damage, keeping our customer happy and doing the right thing for them is more important than collecting on an $800+ bill. We will be choosing to NOT pursue this customer for the cost of these damages for all the reasons listed above. Again, I would like to apologize on behalf of the Enterprise location in[redacted] and ensure the customer that we will be changing some of our policies to make sure things like this are clear and concise moving forward. I would hate for this to happen to anyone else in the future.
Thank you for bringing this to my attention. It gives us an opportunity to get better and make sure that we are doing everything possible to provide the best possible experience at our locations.

we have refunded the customer his deposit. I would imagine the money is back into his account already.  As for what transpired between Enterprise representatives and the customer, We feel we didn't do anything wrong.

Initial Business Response /* (1000, 5, 2015/12/29) */
Liberty Mutual sent over a reservation for the customer in which they stated they would be paying for a rental car once repairs started on their car. The customer dropped off their car at the body shop. The customers car was drive-able and the...

body shop could not get begin working on the repairs to their car. The customer got into a rental car at 1148am on 12/18/15 and was notified around 1213pm on 12/18/15 that liberty mutual would not be paying for the rental car anymore because repairs could not be started. The customer stated they had plans for the weekend and could not return the rental and pick up their car from the shop. The customer is upset with Enterprise because he was charged for the rental that Liberty Mutual would not cover due the customers car being safe to drive. Enterprise, Liberty Mutual, and the body shop tried to let the customer know they would be responsible for rental car charges in a reasonable manner.
Initial Consumer Rebuttal /* (3000, 7, 2016/01/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is incorrect. Neither Liberty Mutual or Enterprise car rental notified customer in a timely fashion. The notice after rental car was picked up and in route out of town, is totally unacceptable business practice.
After car is dropped off, and rental is picked up-and in route to destination, and then receiving phone call-IS NOT REASONABLE.
Final Business Response /* (4000, 9, 2016/02/01) */
I am going to refund the customer their deposit for customer service issues. However, it seems the renter's dispute should be between their own insurance company, not Enterprise. Their insurance company is the one who refused to pay for the rental. If a third party refuses to pay for the rental it becomes the renters responsibility.

Initial Business Response /* (1000, 5, 2015/10/13) */
I left a message for the customer, that we have waived the damage charges against the customer. Our investigation showed the damage was present at the time the customer rented.
Initial Consumer Rebuttal /* (2000, 7, 2015/10/14) */
(The...

consumer indicated he/she ACCEPTED the response from the business.)
Complaint is resolved in our favor

Initial Business Response /* (1000, 10, 2015/09/08) */
Hello Revdex.com,
I am sending this concern to our Southern California Admin office as they handle the Los Angeles Airport location.
Thank you,
[redacted] M. [redacted]

Initial Business Response /* (1000, 5, 2015/08/04) */
Thank you for bringing this to our attention. As we do in these cases we reviewed past contracts and claims for the damage. In doing so we noticed damage that appears to be in the same location marked on a prior contract. I apologize greatly...

for the inconvenience. We will close this claim and speak with the employees involved. I have notified them to refund your deductible as well.
Initial Consumer Rebuttal /* (2000, 7, 2015/08/09) */

The customer has been spoken to and we let her know we would be refunding the whole amount back. The Customer (Courtney Ludlow) did admit to signing for the coverage, but she wasn't 100% aware of what she was signing for.
 
This complaint has been resolved!  Thank you!

The complaint was made by the mother. The daughter was fully aware of the insurance and we periodically updated her deposit and also closed her out, with her knowing the charges. The mother called back 4 days later and asked if it was required (never did she mention she...

didn't want anything extra), which of course is not by enterprise, and wanted to be fully reimbursed on behalf of his daughter. We told her mother that she knew it was optional and we would love to speak to her about it because we couldn't discuss the contract with her mother, as she wasn't on the contract. She wanted to report it Revdex.com, because she said it is on going complaint with Enterprise and she will make sure she adds to that on Revdex.com. Our branch manager personally left a message for the daughter to try take care of her. but never got a call back.