Enterprise Rent-A-Car

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]

We looked into the issue and the damages on the vehicle. We have decided to take care of the charges for the damages. The customer is aware and is happy with this resolution.

I have talked to the customer and attempted to get on a three way call with [redacted] to have them help explain the situation that has happened.  Since getting a hold of [redacted] and getting times for a conference call he has not called me back after I have left several messages.   ...

[redacted] Regional Rental Manager San Diego 32FF 626-483-7817cell 858-875-6464fax [redacted].[redacted]@erac.com 6330 Marindustry Dr. San Diego, CA 92121 USA

My counterpart in Northern CA has called the customer and left messages several times with no response.  We'd be happy to assist if the customer would like to call us back.  Thank you!

Left
3 voicemails for customer and her daughter called back (due to language
barrier).  We will be refunding the protection charges per her
request. 
 
[redacted]
Area M[redacted]ger Marina Del
Rey/Venice/Culver City
Enterprise
Rent-A-Car 





...


[redacted]
 [redacted]

[redacted],
 
I
just talked to customer and apologized for branch not following up with dispute
in timely manner. I went ahead and refunded her the entire amount for her
inconvenience and having to wait so long for...

a
resolution.     
 
 
 
[redacted]. [redacted]
Area Manager
Beach Cities Region
[redacted]-[redacted]-[redacted] Cell
[redacted]-[redacted]-[redacted] Office
 
[redacted].[redacted]@[redacted].com

Initial Business Response /* (1000, 6, 2016/10/31) */
October 31, 2016
Revdex.com Complaint Dept
[redacted]@Revdex.com-email.org
RE: Complaint: [redacted]
To Whom It May Concern,
I am writing in response to your recent correspondence regarding [redacted]...

claim (your file number [redacted]).
In evaluating [redacted] concerns we spoke with the Branch Manager involved in the transaction, as well as the Area Manager over this location. Additionally, we have reviewed various documents such as a copy of the signed rental agreement.
After review of all of the pertinent information we believe that our employees properly explained the optional nature of the products. However, in the interest of customer service we have agreed to refund [redacted] $167.76 which represents the amount question.

Please feel free to contact me directly with any future questions or concerns regarding this matter. Thank you.
Sincerely,

Andrew P[redacted]
Regional Controller
53AA - Greensboro, NC
[redacted] (office)
[redacted] (cell)
Initial Consumer Rebuttal /* (2000, 8, 2016/11/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the response from Enterprise in refunding me $167.76 which is total amount I requested in the desired resolution. However, I resent the implication in the response that those unnecessary charges were explained to me and that I agreed to the amount in question.

We wrote off the amount and it was approved last week. Left customer a message a message and waiting for a return call back

Good Afternoon,
 
I spoke to [redacted] and there were
numerous errors on our end no just “taking care of it”  I am going to
personally make sure he is set up on his rental either Wed or Thursday this
week.  He has my cell phone number and will call me when he has...

an
appointment set with Service King.  Customer told me he was given options,
but none were anything he wanted.  Furthermore, his last phone call to the
reservation team they told him it would be a 200 deposit which just sent him
over the edge causing him to put in the Revdex.com complaint.
 
Thank you!
 






















[redacted]    

 

 

Tell us why here...

The customers concerns were resolved immediately after the original post was provided. Our management team did reach to the customer and provided a specific solution to remedy. Customer communicated back her satisfaction with the solution and all is resolved.  Thank...

you!

All,
Just
got off phone with [redacted]nd am working on it. She is happy with me so far and
I gave her an ETA of resolving by Thursday/ Friday because State Farm is
involved and I need to see if they will pay difference and if they don't I need
original copy of contract.
[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]

I
just spoke with the customer.  She filed a complaint against Hyundai as
well.  It looks like Hyundai will be paying a portion of this as well, up
to $450.  We're waiting on a call back from Hyundai to find out if they
already cut her a check or if they'll be paying us...

directly.  The Service
Manager is looking into that as we speak.
There
was also a 2.0 error so we could not adjust the rates.  However,
unfortunately the BRM just closed it and billed her at the higher amount. 
I let the customer know that was incorrect, and I will be refunding her today
as soon as I hear from Hyundai exactly what amount they are paying us or the
customer.
-[redacted]

The
customer and I just connected. After apologizing, she has my cell phone to keep in touch
going forward and I made sure her reservation at 3269 for this coming Tuesday
was rental ready. In all, she made it very clear she only wants the wait times
fixed.
 
Thanks,


...

























 

[redacted]

Area Manager
Rent-A-Car Division

760-525-1767 cell

[redacted]
[redacted]
[redacted]

enterprise.com

She just called me back. I told her we would take care of the $107.75 so that it doesn't hit her credit. She was very thankful and happy that we did that for her. She will definitely be returning to rent with us in the future.   Thank you,  
[redacted]
[redacted]...

[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
*

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

This
situation was mostly handled yesterday when they called in to the branch. The
additional charges were from citations because they kept parking in a handicap
spot for the month they had it, which racked up the bill to $620.00. [redacted]
Morse at EM was able to get an invoice of that for...

them, and they understand
now why that was charged. Today we are getting the invoice for the Tow Yard
(once they open) for her so she can submit that to her insurance
company. Yesterday, [redacted] provided her the number to the DRU and the DX
number so she can send that to her insurance company as well. She is glad
we are assisting her with all of this.
I will
also do a follow up call after we send the invoice to make sure she
got it and see if there was anything else she needed from us.   
Thanks,





















*
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[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. In regards to my complaint, it has been resolved.
Regards,
[redacted]

To whom it may concern~ The Area Rental Manager, Nate K[redacted], that overseas this renting branch has reached out to the potential renter himself. There was a miscommunication when she initially contacted the Bacbcock BLVD store. She needed two reservations, with returns on Sunday and...

the employee at the time, told her that she would have to pay until the next business day.  Nate apologized for confusion, set up two new reservations for a Sunday return plus added a 20% discount for the inconvenience.  She thanked him and is picking up today (9/2/16) !

I have spoken over the phone with the customer.  I have explained how the miscommunication occurred between our claims office, her insurance company, and her. She is satisfied that our response makes sense now and that we never insinuated or implied she has damaged and disputed multiple...

cars.  I also discussed with her our initial settlement offer from the prior complaint; she had not read that we did offer to reduce the demand to solely the physical damage loss and agreed to waive any fees or losses not explicitly covered by her auto policy.  She is amenable to that resolution.   I have advised the Damage Recovery Unit to adjust their demand to $500 and she has their contact to reach out to them in order to set up a payment plan.  -[redacted], Risk Management Department, [redacted] Rent A Car