Enterprise Rent-A-Car

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

Initial Business Response /* (1000, 6, 2016/06/07) */
June 7, 2016
[redacted]
Revdex.com Complaint Dept
[redacted]@greensboro.Revdex.com.org
RE: Complaint: XXXXXXXX
Mr. [redacted]
Reservation RXXXXXX
To Whom It May Concern,
I am writing in response to your recent correspondence regarding Mr....

[redacted]' claim (your file number XXXXXXXX).
In evaluating Mr. [redacted]' concerns we spoke with the Branch Manager involved in Mr. [redacted]' transaction. Additionally, we have reviewed various documents such as Mr. [redacted]' reservation.
After review of all of the pertinent information, our Branch Manager has reached out to Mr. [redacted] directly in order to find a suitable resolution to satisfy his rental needs.

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 /* (3000, 8, 2016/06/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Enterprise still retains there position they've done no wrong. No response from any regional manager as I requested and never got a car
Final Business Response /* (4000, 10, 2016/06/21) */
June 21, 2016
[redacted]
Revdex.com Complaint Dept
[redacted]@greensboro.Revdex.com.org
RE: Complaint: XXXXXXXX
Mr. [redacted]
Reservation RXXXXXX
To Whom It May Concern,
I am writing in response to your recent additional correspondence regarding Mr. [redacted]' claim (your file number XXXXXXXX).
In evaluating Mr. [redacted]' concerns our Area Manager, Jack K[redacted], spoke directly to Mr. [redacted] on the phone on Tuesday June 14, 2016. Mr. [redacted] made us aware that he received a settlement check from State Farm in lieu of a rental vehicle, so he no longer needs a vehicle.

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)

As the branch and the regional manager have explained, [redacted] had a billing error which resulted in your statement reflecting the payment to Enterprise but the actual amount of $233.73 was never deducted from your earnings for the week of 6/23-6/30. This left a balance owed to Enterprise for $233.73 plus an additional week because of no trip earnings. When your contract ended there were two outstanding weeks, one was paid for using your initial deposit and the other is still outstanding. An [redacted] representative has reached out to you multiple times to explain and rectify the situation but told us you have not responded to their attempts. We (Enterprise) have attempted to set a date for a conference call with all parties to facilitate a reconciliation and you are unwilling to do so. Your response today sounds like you may now be willing to set up a conference call so [redacted] will get new times from our [redacted] contact and attempt to reach you again today.     [redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
 
[redacted]
 
[redacted]
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[redacted]
[redacted]          enterprise.com     Tell us why here...

We refunded the customers deductible this morning

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 have yet to receive credit for the overcharge despite having received a phone call stating  I would.Also, response to my complaint...

where-in Enterprise states customer happy and will use us again was a complete falsehood.I never said that. In fact, what I said was that I felt this was a deliberate attempt to cheat people (as most persons would not notice or care over such a small amount.)..and that was just exactly what I felt Enterprise was banking on. I specifically stated that I felt this was deliberate.to further illustrate the point...no refund compensation.Hope this helps others from being ripped off.Thank you for your time,[redacted]

We are still working on getting a hold of the customer. I have the SD team working on contacting them.

We have updated the charges on [redacted] receipt to reflect the $100 charge as promised on rental agreement number [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.Thank you very much for your assistance, they have issued credit to my card for the quantity they had charged for services not authorized, Again Thank You!
[redacted]TRANSLATED BY Revdex.com EMPLOYEEOriginal Message: Date: Mon, Apr 3, 2017 at 4:44 PMSubject: Muchas gracias por su ayuda , me an recreando a mi tarjeta de crédito la cantidad que se avían cobrado por el servicio que yo no autoricé , nuevamente muchas gracias.

Yes, I’m still working with the customer. I’ve only gotten
ahold of his wife and he is supposed to call me back. I will let you know as
soon as resolved.
[redacted]
Area
Manager
Enterprise
Rent A Car
[redacted]
Tell us why here...

Our business manager and I worked extensively with [redacted] a couple months ago,
 after she provided us the power of attorney for her mom to stay compliant
per privacy laws, and were very willing help remedy their situation. An
important detail was that the power of attorney [redacted]...

received for her mother
wasn't until much after the transaction date with us. 
 
1.
She never complained of pricing. The car was priced below market value, as is
all of our cars. 
2.
She was a AAA total loss center referral and because she no longer owned a car
we offered to pick her up and find a replacement. Mrs. [redacted] obtained a loan
through San Diego County Credit Union (SDCCU is not one of our preferred
lenders) and provided us a check for $3000 down as the initial investment for
her loan with SDCCU. 
3.
Aside from giving her the full purchase price and refunding all the payments
her mother made (on time and per the agreement with her credit union), we
provided [redacted] a solution of offering KBB trade in value, and pending the
vehicle's condition would offer a good or excellent value to help get her
mother pay off her 2.99% loan with her credit union. (Vehicles typically score
poor or fair condition on KBB) In order to provide that value she has to drive
the vehicle to our Vista Car Sales location for an appraisal.
 
 
Thank
you,
[redacted]

I refunded the whole amount. 
[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]

Good Morning [redacted],
 
I attempted to call this
customer 3 times on Friday by phone and emailed her once as well.
 
I have yet to hear back from
her, but to close the file I just refunded her the amount asked in the below
complaint.
 
The refund of 2 days of...

rental,
plus refunded the 5 days of protection coverage that was signed on that the
customer was unaware of. I left a message this morning for her that $411.22 was
refunded back to her American Express card and if she had any other questions
regarding her billing to give me a call directly.
 
Please let me if any another
follow up is required.
 






















 
[redacted]
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[redacted]  

[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
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[redacted]
[redacted]
[redacted]

I spoke to [redacted] who now
understands how the application process works in that her personal information
was filtered directly to the banks to...

whom she was submitted. I also reassured
her that none of her personal information that she filled out was stored on the
device in question. After the call she was fully aware of the finance company’s
requirement of more money down and assured me she would go back onto the Revdex.com
site and click that her issue was resolved.  
 























[redacted]

Regional Car Sales Manager

[redacted]

[redacted]


 
Tell us why here...

The customer was called and advised that Enterprise would gladly waive $60 of her rental charges in response to the miscommunication about the Toll Fees.  She was very happy with the outcome and the response and will be renting with Enterprise again.

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.Still have not received my refund on my deposit to my account as of today 07/06/2015 
Regards,
[redacted]

Spoke with the renter’s daughter
and have processed the refund back onto the card.
 






















[redacted]...

[redacted] [redacted] [redacted]

We have researched this account and emailed the renter the total charges are $584.67 and the amount owed is less that what she agreed to it is only $463.85. We have asked her to free up those funds and we will restore the financial part of her account.

I left a second message for the
renter again this morning.  He has my cell phone number so once he calls
back I will keep in the loop.