Enterprise Rent-A-Car

Good morning,
 
The refund was processed and I
left a message for the customer letting him know it has been done.

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 have updated the charges on [redacted] receipt to reflect the $100 charge as promised on rental agreement number [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]

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]
[redacted]
[redacted]
[redacted]          enterprise.com     Tell us why here...

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)

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

We refunded the customers deductible this morning

I refunded the whole amount. 
[redacted]
[redacted]
[redacted]
[redacted]

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]

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...

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 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 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...

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.

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]
[redacted]
[redacted]  

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

Brad B[redacted], Area Rental Manager that oversees the rental branch where Mr. [redacted] rented spoke with Mr. [redacted] about this situation on 12/8/16.   He apologized for the delay in
charges and explained our billing process with our accounts. He understood and
agreed that [redacted]...

should have paid this for him through his insurance repair.
However, since the branch failed to reach out to him prior to charging his
card, Brad agreed to refund him and continue to pursue [redacted] for the charges. Mr. [redacted] appreciated the follow-up and was happy with the resolution.

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.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Mr. Dan B[redacted] from Stained Glass Overlay did not agree to provide any compensation for damages that they caused.  We requested reimbursement of $400 to pay for the damages caused by their installers.  Below are specific reasons the response from Mr. B[redacted] does not resolve our complaint.1.  Mr. B[redacted] claims that his installers were asked by us to put the tape on the outside of the door.  In a phone conversation with Mr.  B[redacted], I told him that we did NOT tell the installers to put tape on the door.  I told him that we know nothing about repairing stained glass doors so we would not have told the installers how to do their job.  Mr. B[redacted] claimed that the tape they use is non-stick tape and shouldn't have taken the stain off from the door, so they obviously do use tape on the doors.2.  Mr. B[redacted] states that if he had been contacted by me, he would have had his people fix the problem.  In fact, I did contact Shannon, Mr. B[redacted]' daughter and office manager, immediately after we were aware of the damage.  I asked her what the next steps were and she told me to get an estimate from a reputable firm and submit it to them.  I did exactly as she told me and gave the estimate from a reputable company to the installers to then give to Shannon and Mr. B[redacted].  I was not informed at this time that Mr. B[redacted] has people he sends out to do this type of repair.  I was only told that I should submit an estimate for repairs.  It wasn't until I talked to Mr. B[redacted] directly two months later (after many, many attempts to contact him), that he has people available to do these repairs.3.  Mr. B[redacted] claims that he was not aware of the issue until he received a bill for $400 for the repair.   I informed Mr. B[redacted] of these issues in early July (when we first became aware of these issues and while his installer was here), that there were two problems that needed to be fixed.  One issue was a rattling sound inside the door and the other issue was that the tape they applied took the stain off from our front door that was removed for repair.  It was at this time that he told me that the tape they use shouldn't stick to paint or stain, so he clearly knew about the issue at that time.4.  Mr. B[redacted] states that the estimate for repair was very high and much higher than his people would have charged.  The estimate we received was from a reputable company ([redacted]), that has been in business for over 30 years and they have stained our door in the past so they know what the cost is.  They need to do special mixing of the stain to match the color and texture.  Also, as I stated above, I was not informed at the time that he had people who could do these repairs.  I don't know why I was asked to submit an estimate to Shannon, if he has people to do this work.5.  Mr. B[redacted] left a message on my voice mail that I have retained that states "obviously, anything that is amiss we will repair."  Mr. B[redacted] has not delivered on this statement and has not offered to provide any type of compensation for the damages.  Instead, he unfortunately is blaming the customer by stating that we requested the tape be applied, rather than trying to satisfy the customer.In good faith, I will accept compensation of $200 for the repair (which is half of the amount it costs as provided on the estimate). 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.Still have not received my refund on my deposit to my account as of today 07/06/2015 
Regards,
[redacted]