Enterprise Rent-A-Car

[redacted],
 
Below shows the explanation of the situation of what had
happened from the Store Manager, [redacted].  I have called the
customer yesterday and left her a message and just followed up again right this
second and screamed “I AM ON THE OTHER LINE.”  I waited on...

hold while she
was on the other line for 10 minutes and she never came back on.  I can
attempt to call her again this afternoon, but I wanted to give this to you
sooner than later in case we have a time frame that we must update the Revdex.com.
 
Any new updates on this I will
let you know From:
"[redacted], [redacted]
Date: April 25, 2017 at 8:25:35 AM PDT
To: "[redacted], [redacted]" <[redacted].*.[redacted]
Subject: RE: Revdex.com Complaint
The
customer called in to be picked up from Buena Park Service center with a
reservation for a large SUV and demanded we be at the location when she
arrived. We sent [redacted] in a suburban to pick her up and he called the
customer several times and was waiting for 10 minutes. He than noticed a customer
in the service center who instantly scolded my employee saying "I said I
wanted a Yukon this is not a Yukon". [redacted] than explained that we do not
guarantee specific makes or models but only car classes when reservations are
made. When we arrived back at the branch, another employee ([redacted]) greeted
the customer urgently knowing the customer was in a rush and was over the top
kind to her in order to salvage a positive customer service score. We explained
to the customer that the procedure for security deposit is $200 over the
estimated charges. The customer had 2 credit cards decline and she told us that
we are disrespecting her by attempting to take a $200 deposit. She continued to
be rude towards my employees as we attempted to find solutions for her. She
than attempted to use a debit card and my Assistant manager
[redacted] explained that we can not rent large SUV's with a debit card but
would be happy to rent her a minivan or a fullsize sedan so that she can rent a
car with us. She once again said that we are discriminating against her and
disrespecting her by not taking her debit card. We offered her a ride to pick
up her car at the Buena Park service center on several occasions if these
options would not work for her. She than began threatening to get lawyers
involved and asked to get [redacted]'s business card. He responded "sure",
to which the customer mocked him by repeating him in an adolescent manner.
[redacted] than told the customer that we have done everything to make this work for
you and you continue to disrespect my employees so we will not be renting to
you. She than demanded that we get everything out of the car and carry it in to
the lobby for her. I than told her that we will unlock the vehicle for her so
that she may get her things out but we will not be treated like that and than
help her. She than stated that I "have to" open the door for her to
which I repeated that I will unlock the door but will not help in any other
manner as long as she continues to treat our employees poorly. We than had a
customer come in from [redacted] Buick 15 minutes later and the Suburban was the
only GM product I had available on my lot so [redacted] asked the customer to please
remove her things from the vehicle so that we can rent it. She than told [redacted]
that she will be renting the vehicle and [redacted] told her that we will not be
doing business with her. She once again threatened with lawyers if we refused
service to her. She was picked up by her mother 10 minutes later.
 
 












[redacted]

Branch Manager
Enterprise Rent-a-Car
Buena Park, CA

714-562-8400 office
714-562-8647 fax

[redacted]

This complaint
is now resolved. Can you please send renter a voucher for a free weekend rental
(up to FCAR) to the address below, thanks.
 
[redacted]
Glendale, CA
91204
 
[redacted]
*
[redacted]...

[redacted]
*
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted] Follow up[redacted]11/11/16 I received a call from the general manager today and he was very helpful. I would like to close this complaint.

Final Consumer Response /* (2000, 9, 2015/07/29) */
I'm hoping this case is closed. I was able to send an email to the CEO of Enterprise and I had the Area Manager call and advise that they are sending my $250 back. They also apologized and offered a free weekend rental. I'm really hoping they...

follow through. As of right now I haven't received my check but they said 3-4 weeks. Keeping my fingers crossed.
Thanks you so very much!
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
I have just received notice from Enterprise that they have resolved my claim satisfactorily.Thank you!  Regards,
[redacted]

The customer confirmed the credit has been applied to her credit card.

Good
afternoon,
 
I
spoke to [redacted] at [redacted] Services and they mailed a check out to the customer
yesterday for the amount he paid.  They do not have a direct bill
with Enterprise so they only do reimbursement, which she and our team let the
customer know.  Per...

notes in the ticket, we also left several messages for
the customer about payment.  Let me know if anything else is needed,
thanks!
 
[redacted]
Enterprise Rent-A-Car
Area Manager
North San Diego
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. The three points you make are true, and your earlier work with me was indeed appreciated, but ineffective and summarily irrelevant in the charge of elder financial abuse. My mother was fraudulently coerced into the purchase, plain and simple. We'll be pursuing legal recourse.
Regards,
[redacted]

I
spoke to Mr. [redacted] and apologized for his experience.  He appreciated my
call and I was able to review his concerns with him.  Because this was a
conversion due to denial of direct bill from Insurance Company..... he
understood his financial responsibility.  He was thankful...

for my call and
my assistance.  [redacted] will definitely conduct business with Enterprise
in the future.  He kept my name and number and understands he can reach
out to me at any time if there is anything he ever needs.















   
Aaron
* F[redacted]

Area Manager
Enterprise Rent-A-Car 
Cincinnati,
OH
 

cell: ###-###-#### 
fax:  ###-###-####

[redacted]

I am writing to resolve my complaint for ID [redacted].  My money was refunded after they received the complaint.  Thank you very much!
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID...

[redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

[redacted]See Attached[redacted]

Good Afternoon,
 
We went to Unicar today and got
them to write us a check for it as they did not pay us previously.  We
refunded the customer and I just called her to let her know, she was very happy
and appreciative.
 













...




[redacted] 

Area Rental Manager
Pasadena/San Gabriel

[redacted]

 
Tell us why here...

Enterprise district manager, Brett, contacted me on 6/6/17 in regards to my complaint. I gave him all the details and provided him with the direct contact information for the service manager of the dealership. He said he would work with them to pay the bill. One week went by and I never heard a response from Brett and had not been refunded. I had to call him on 6/13/17. He returned my call and left me a voicemail stating that he was having a hard time working with the dealership. He said that he was going to temporarily refund my money (which still hasn't happened yet) to give me some time to contact the dealership for him. I called him back and got his voicemail. I left Brett a message that I was very unhappy being stuck in the middle between the two companies. It is very poor business practice to involve the customer in between two companies disputes. I told him this was not okay and that I'm not going to continue to be the middle man for him as I have been through this whole ordeal that started on May 10th. I told him that I do not accept a temporary refund and looking for a permanent refund. I also told him that I would like for his boss to contact me. I still have not received any kind of refund and I have not been contacted by Brett's manager.

This matter has been resolved.  After waiting about 6 weeks I finally received a fund. The refund was less than what they stated it would be over the phone but they refunded me $435.  This is adequate to resolve the problem as I do not wish to waste any more time trying to get the last...

$65.Thank you for your attention to this matter.

Check cut in the amount of $220.00 and sent to customer [redacted] for the towing fees he incurred. The address is [redacted].

Wednesday April 27, 2016
[redacted]
 RE: RESPONSE
I have reviewed the response made by the business (Enterprise Rental Car/ D[redacted] C[redacted]) in reference to complaint ID [redacted], and find that this resolution is satisfactory to my sister and I in regards to this situation. Enterprise can you please send all correspondence to me showing in writing that the claim has been closed within 30 days or sooner of this note to my address listed below, this will go with my records. To the Revdex.com thank you for assisting us in this area we appreciate all your hard work.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I am not providing any phone number or email address. I want our conversation to go through Revdex.com. Please show me any documents on your conversation with the renter. From my knowledge there was no translator present at the initial transaction when my mom first picked up the car! 
Regards,
[redacted]

As you know, we take these
allegations very seriously and investigated the situation when it was brought
to our attention.  The Sales Consultant and Manager who assisted Ms. [redacted]
last September did not recall anything out of the ordinary.  Ms. [redacted]
was referred from AAA, of which she was an active member, and let Enterprise
know that she wanted assistance in finding a new vehicle.  Ms. [redacted] was
gainfully employed by the City of Solana Beach at the time of purchase, further
indicating the normality of the situation.   
 
Enterprise did not observe any
sort of conservatorship (the down payment check was in her name only) or
anything else to indicate she was not capable to act on her own behalf.
 
Ms. [redacted] was capable of
driving her vehicle.  Not only did she drive in to the dealership on her
own, but she lives near the employee that sold her the vehicle and was seen
driving.  Shortly after the sale she was driving around town and the
employee recognized her and waved.  Ms. [redacted] waved back and later
called the office and said “I thought that was you”. 
 
To recap, Ms. [redacted] drove in
on her own accord, was not under a conservatorship, was gainfully employed, had
a valid driver’s license and a valid insurance policy.  There is nothing
at the time of sale that we knew or should have known that indicated we should
not sell her a vehicle.  We frequency sell vehicles to customers of Ms.
[redacted]’s age and do not refuse to sell or discriminate based on age.  
 
We will restate our offer that
we would be more than happy to appraise the vehicle based on Kelley Blue book
Trade-In value and offer to purchase the vehicle back based on the current
condition quiz and mileage.  Please let me know if you would like to take
advantage of that offer and we would be glad to help arrange the time at our
dealership that is most convenient.

I rented the truck on December 10, 2015. The truck broke down on January 11, 2016I have attached the contract, refund stub, and the lines from bank statements. I have several pictures and only one attachment option left on this form. I will email them.Deposit for refund was not processed until...

call was made to Enterprise after waiting 2 weeks for the check to arrive in the mail.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.   
Regards,
[redacted]