Enterprise Rent-A-Car

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

Revdex.com:
I have reviewed the response made by
the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.After going to the retail location multiple times, I received the same response (no indication of a charge), however a month later the charge had still not dropped and has posted to my credit cardThe manager at the 5th avenue location suggested I dispute the charge with my credit card company as there was nothing they could doThey could not figure out why the charge had not dropped off od my card.This turned into a months-long battle with Giant Eagle and my credit card company to get the charge removedI had to get in touch with the Giant Eagle legal counsel to obtain proof of payment to send to the credit card companyI was able to obtain a copy of the front of the check mailed to Enterprise, but not the backThe credit card company requested the copy of the back of the check, which I could not provideWithout this, they would not dispute the charge as they could not prove the check was deposited. It was at this point that Giant Eagle and Enterprise stopped returning my callsI had tried calling the 5th avenue Enterprise location, but I was only referred to the accountant, who never returned my calls.I ended up having to file a complaint with the Consumer Financial Protection Bureau against the credit card company to get the charge dropped off of my card (along with all of the fees and interest)This has become a massive inconvenience and I have spent over hours trying to get resolutionI should not have had to take the steps I took to get this charge reversed.I do not accept this response
Regards,
*** ***

I went to enterprise in LA Jolla at amI reserved my car at 7am, got picked dup hours late (they didn't have a driver at 830) I went to the location, the girl who picked me up was very sweet and professional, I drove with her to the location and sat there for almost one hour because the girl said she couldn't help me until supervisor got backi went to bathroom came back and a girl at the counter that I had not seen previously just attacked menot physically
"you can't rent" "we won't rent to you" I was like excuse me why whats going on? she said your on the do not rent list yelling at me very rudei asked her to call the location that put my name on their list or corporate she said I could not use their phone, calls anybody and as at this point treating me like a criminal because I'm on the do not rent list I basically had to tell her to stop rolling her eyes at me and have some respectshe called the manager at my request (mind you not I had to be o=in orange county and depended on "enterprise" the supervisor told me they can't rent to me, I asked if he could contact the other store after waiting patiently another minutes he come out and says yeah we cannot rent to you
I asked to make an exception since I had a very busy schedule today and needed to be placeshe said NOits pmi am sitting at home in the rain, coughing hopefully I recover before my 2k trip on mondaythis place totally ruined all my plans and reservations and got me sick .it is very important to look into thisi do not appreciate the fact that when I am trying to explain to the supervisor who had happened at the other location he was not even listening just said no
When we rent from enterprise we are paying for that trusting family name we all know enterprise and most of the cost is really associated with thathowever recently my experience here tore that feeling I had about enterprise and trust awayit turned it into disappointment and loss
if this is no longer enterprise, then why are we treating it as such? what happened to customer service? why do we continue to go to a place that use to be good and no longer is
They take our money with smiles and when issues arise (which they naturally do in any situation) their behavior changed
I went to this location one month agomy husband cannot speak english as a result the employee assisting him started to get aggressive in tone, speaking loudly over him and being very aggressiveI stepped in a said told him this is no way of speaking to peoplehe got aggravated and said he wouldn't give us a ride homei thought I was dealing with a toddler having a tantrumAt no point did either myself who is a year old educated women, nor my year old professional engineer husband ever not even once used profanityAll I said is I'm going to call corporatethe supervisor May showed up who had known me and done business with me in the pastShe seemed like she was jus trying to protect that location from receiving a bad yelp review or a corporate callI left a yelp review of the facts and incident because ei waited for hours to receive a ride home, I also called corporate and notified them about the treatmentMay told me since I'm calling corp and leaving a bad review to just go rent form La Jolla Location from nowToday t am in the rain, I reserved a car was picked up and taken to the location at I sat there till just to be told that I'm on the do not rent listBasically May punished me for making a complaintI just got off the phone with her, asked why she has me on the list she stated she spoke to her regional manager and noticed her regional manager the ti used profanity according to the employeeshe wast there during that time I never ever ever used profanityi am not a child am year old professional if I used profanity it would take away from who I am/ I would not lower myself to use inappropriate verbiage however thats besides the pointToday I had to go to court in orange county and relied on enterprise
if I were manager, I wouldn't worry about something an aggravated employees ho is giving my customers rides home after their transaction is completeI would worry why my employees are not trained to deal with foreigners who have difficulty speaking english in a tourist areaMay was so concerned about telling me I used profanity, had I been guilty of Mays accusation, as professional, would wonder why my employees are escalating a situation with paying customers that would result in profanity
as a result, Its almost 12, I had to deal with them since 8, I have called several corporate numbers, regional managers, I missed two very important appointments and its all because of these people
calling out to other human beings, I am no different than you, if they did it to me , they will do it to youplease stop going here so we can send a message to this location to not condemn their customers for informing corporate about their behaviorthis place cost me a lot today and only you fellow citizens and this awesome truth telling application can put the truth out theremaybe I alone cannot but if you guys stop going to the message would be loud and clear and thats when we will see changewe pay a lot of our had working money and time to places like thiswe are their livelihood and the reason for their existence and jobsles stand together and make a loud voicelets go to hertzif we go to hertz long enough I'm sure we will get customer service backwho's with me????

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.It is October 4th, and I still have no received the moneyFurthermore, my bank does not see any pending depositsSo, this was yet another lie from Enterprise.
Regards,
*** ***

*** reached out
to customer today and there has been a formal letter written to customer
letting him now he has been taken off collections (From *** ***)He
also has been refunded
Thank you!
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enterprise.com

Revdex.com:
there was no miscommunication they tried to underhandedly overcharge we are not asking fo the whole thing they called and told my wife they would credit $35.00, and she advised them fineupon this refund reflects on the account we will consider this complaint resolvedand we thank the Revdex.com for their intercedence in this matter
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution tentative. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.I spoke with the office at the beginning of the month about the *** rate was told that it would be taken care of when the car would be dropped offI never received a phone call and nobody ever came by my home.They fraudulently took money out of my account and overcharged meAnd the resolution they want is for me to give more of my financial information to themWhy, So they can steal from me again? That isn't going to happen ! I will pay the rate that was verbally agreed to, and I will pay in cashBut only when I'm refunded the money they already stoleI don't want anything for freeI just want what they agreed to and what I expected since no communication was initiated on their end They can't be trusted, all they did was give a information and a completely untrue response to this complaintAnd this company really needs to go under investigation for theft and illegal actionsThey ran different transactions separately and until my account was empty and card declined in a day span, THEN made an invoice reflecting amount stolen from accountThat is red flag! THAT is blatant theft and fraudulent activity by Enterprise rental car
Regards,
*** ***

Refunds for this customer have been processed

Branch management spoke with renter, apologized for the inconveniences, miscommunications, and charging his card more than they should haveThey refunded him the two days in question

I
spoke to *** I am going to take care of the protection and I explained the
actual value of the protection to herAlso we need to send a free wes letter
up to a full size to the PO box listed belowShe is going to update the Revdex.com on
this being resolved on Tuesday
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Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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,
*** ***

Our Manager, *** ***, spoke with the customer who was adamant about the damage already being there and that he and his wife both pointed it out to the rep who rented them the car. Our rep had stated it was wear and tear. *** *** agreed with the customer and we have since
dropped the damages claim and apologized for the trouble

This Damage claim was closed on
October 21st as a non-purse Romaine has refunded the
deductible this morning. I have sent the renter an email and left him a
message as well
Thanks
***

This Damage claim was closed on
October 21st as a non-purse Romaine has
refunded the
deductible this morning. I have sent the renter an email and left him a
message as well
Thanks
***

The claim filed by *** *** has been settledWe are not perusing Jessica for the Damages to the Chevy Malibu she rentedFeel free to email me with any questionThanks

The
customer was disputing damage on his rentalHe was charged with
the deductible, but did not authorize the chargeHe felt that the walk around
process was quick, and the employee was not willing to mark anything on the
contractI apologized and let him know
that I will be refunding the deductible
amountI also offered to set up a future rental for him and either a discount
or give him a free upgrade
*** was
extremely happy, and said he would absolutely give us another chance due to my
conflict resolution and empathy to his situation
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I just called our loss control department and we are closing the claim and not pursuing for damages. We do feel the Centerville Enterprise should have contacted and communicated to the customer regarding the accident report written.Thank you, *** ** *** Area Manager US HWY 35Beavercreek OH 45434*** ***
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She just called me backI told her we would take care of the $so that it doesn't hit her
creditShe was very thankful and happy that we did that for herShe will definitely be returning to rent with us in the future
Thank you,
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I just got off the phone with
the customer. He is undergoing cancer treatment and this was the reason
for the communication issues. We are waiving the dx, I will send them an
email confirming as well. They are completely satisfied and will let the
Revdex.com know
*** ***
Area Rental Manager
West San Fernando Valley
*** cell
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Tell us why here

Initial Business Response /* (1000, 13, 2015/07/28) */
I contacted Area Manager *** *** (***@ehi.com) on 7/Sent second email 7/28, she responded todayShe stated that Enterprise has agreed to take care of the damagesThe customer has been notified and was very happy with
this resolutionThank you