Paducah Hearing Aid Center

Branch manager called customer and apologized for the mix up. Branch manager ended up refunding the customer $175.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because: I did not say anything of that such. I called the employee to inform them of the damage that was on the car--the store's door was already locked. Monica (the employee) assumed I did the damage to the car. She was in a rush to go home. Why would I tell them I did something I did not do. If I did tell them that why does the business say I hit a pole in the claim, but then change I hit a brick wall? This is false.....and if this is not resolved by these comments being taken down from that faulty claim, I will pursue legal action. I am doing this to avoid leading people to lose their jobs. Store manger did not file a claim when he was made aware of this scratch. I quote, he said "I will let it slide" and was gonna go get his kit to take care of the scratch but due to time--he had to go home to his kids. Monica is defaming me here...she is the one that did not have a car for me, and the car she gave me was neither clean nor it had gas. This is not about money (my credit card would cover some of these alleged damages) I just want Enterprise to withdraw their comments on that canceled claim. I did not want this to end up in court (Brian said he told the insurance nothing, but then the insurance company showed that was opposite to what actually happened. If they would not be willing to undo what they did, I am ready for legal action.     
Regards,
[redacted]

To Whom It May Concern;We had a renter, [redacted], who rented with Enterprise in May of this year. He received a video speeding ticket for going 47 mph in a 35 mph zone. This was captured on camera. The original fine was $200.00. [redacted] has issued a charge back with his credit card company so I am unable to adjust this in any way until the dispute with the credit card company is resolved. Please advise what we can do to resolve the situation for our renter.Thank youAlexandra Z[redacted]Supervisor Customer Service###-###-####

Enterprise Rent-a-Car takes customer concerns very seriously and we are sorry to hear one of our customers had a poor experience.  We have completed a thorough review of this claim and it has been determined that he damage on this particular vehicle was not present on the vehicle at the...

time of rental.  Our process shows that the condition of the vehicle was agreed upon by both Enterprise and our customer.  Upon return of the vehicle the damage was identified and processed in accordance with our policies and procedures.

I...

received a message from the business yesterday.  The extraneous $200.12 has been refunded.  The complaint for me stands for the reason that the amount should not have been charged in the first place, and it should not have taken so much time and effort to get reversed (charges, for example, seem to happen fairly instantaneously).  No further action is required, however, on the part of the Revdex.com or the business.

Revdex.com
502 S Sharp #1200
Baltimore, MD 21201
 
            On Monday, July 13, 2015, I registered with
Enterprise in Capitol Heights, MD to request a vehicle due to accident repairs.
When I arrived I was...

greeted by Chanel R. R[redacted], Enterprise Management
Trainee Intern. She requested my ID and
credit card to pay the $100 deposit. 
After she completed the in processing she went outside to inspect the
vehicle. I followed five seconds later; when I came outside she was finishing
the inspection on a White Nissan Senta. Then she repeatedly asked me, if I
wanted to purchase Enterprise insurance and a gas card. I respectfully declined
both because I felt it was not necessary since the only purpose for the car was
to travel home and to work. She then provided me with the gas amount and the
keys. I noticed the damage on the vehicle prior to leaving however I dismissed
it because I thought it was thoroughly examined by Ms. R[redacted].    
On Friday, July 19, 2015, I returned the vehicle and Ms. R[redacted] began
to inspected it while I waited inside. She
requested that her supervisor Ms. Regina T[redacted], Enterprise Branch Rental
Manager escorted her outside to view the vehicle. Then Ms. T[redacted] returned
while Ms. R[redacted] stayed inside. Ms. T[redacted] begins to show me the damage that
was done; which was located at the top of the left hand side door and around
the key insertion area and on the lower inside of the left side door.  Prior to us returning into Enterprise she
stated, “It seems as if this car was broken into and or an attempt was made to
break into the vehicle.”  After Ms.
T[redacted] and I returned into Enterprise she stated, “You can pay for the damages
out of your pocket or through your insurance.” At that moment, I was stunned,
terrified, and annoyed because of the accusations that she was making against
me without asking following questions.
I did not have a vehicle of my own, so I requested Enterprise to take me
home; Ms. R[redacted] drove me. I live in a middle class neighborhood of Prince
George’s county Maryland called Upper Marlboro it is a quiet and friendly
orientated community. When Ms. R[redacted] and I reached our destination she was
not afraid. I know that she was comfortable and safe, for instances please feel
free to research car robberies in my neighborhood if necessary.
On Saturday, July 20, 2015, I returned to plead my case about the
vehicle accusations. I respectfully greeted Ms. T[redacted] and the prior incident
and implied that the accusations which were made against me could not occur
because where I reside and work. I stated to Ms. T[redacted] that Ms. R[redacted] was
the person that drove me home on Friday and seen my neighborhood. I further
implied that, the inspector, Ms. R[redacted] had missed the damages. However Ms. T[redacted] indicated that Enterprises
requires any who does not purchase their insurance reliable for any damages.
She further stated that, ‘I will be sending you an estimate of the vehicle to
pay for it.” After that I left the office and returned home. I believe that Ms. T[redacted] and Ms. R[redacted]
have defamed my character and it is not acceptable and should not be tolerated
by Enterprise.  
I am deeply offended by the accusations brought against me by Ms.
T[redacted] and Ms. R[redacted]. I would like for Enterprise to not hold me liable for
paying the damages on the Nissan. I greatly appreciate any information that you
could provide in addressing this matter.
I look forward to hearing from Revdex.com about my concerns
regarding Enterprise allegations against me.

From: C[redacted], Matthew<[redacted]@ehi.com>Date: Wed, Jun 22, 2016 at 5:05 PMSubject: In regards to claim [redacted]To: "[redacted]@myRevdex.com.org" <[redacted]@myRevdex.com.org>Cc: "[redacted]" <[redacted]@ehi.com>This customer was not misled or charged an excessively high...

rate.  He was actually charged significantly less than the amount he agreed to at both the time of the reservations and when the ticket was written.  The manager then went above and beyond and attempted to refund the $167.52.  The complimentary refund is still in process.[redacted]
[redacted]S. Matthew C[redacted]
Area Rental Manager###-###-#### cell###-###-#### fax[redacted]@ehi.com<mailto:[redacted...⇄

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me. 
Regards,
[redacted]

[redacted],I understand we have played a few rounds of phone tag but I hope you are still as eager as I am to working together and getting a swift resolution. I am motivated to get you the necessary information regarding your concern. Establishing communication will allow me to pass on several updates...

that I would like to relay to you regarding your claim that I think you will be pleased to hear. The last you spoke with my office, the claims process had just opened and you may have dated or incomplete information.I can be reached on the number listed on the voicemails given to you. Please expect additional attempts from me to connect with you. Lastly always feel free to try me anytime since we are here for you before, during and after the rental process. Thank you,Andrew B[redacted]

Left message for [redacted] to discuss and resolve concern.

[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

Customer received refund of $68.61 on 9/29/2016

Thank you for the feedback regarding [redacted] recent rental experience.  An investigation of the incident was conducted and there was no evidence of discriminatory comments made to this customer, or any other customer. The Area Manager that oversees this location has discussed...

the incident in further detail with [redacted] and she can continue to rent in the future if she would like to do so.  The customer was satisfied with the resolution and we will consider the matter closed at this time.

From: F[redacted], Shawn G<[redacted]@ehi.com>Date: Thu, Aug 11, 2016 at 6:21 PMSubject: [redacted] complaint# [redacted]To: "[redacted]@myRevdex.com.org" <[redacted]@myRevdex.com.org>Good evening, [redacted].  I apologize about the delay in our response, but we have attempted to contact [redacted]...

[redacted] on several occasions to discuss his concerns in further detail.  To date, we have not been able to get in touch with [redacted], but the Area Manager of the location was able to speak to [redacted]’s wife.  [redacted] said the Revdex.com claim had been settled and asked that we disregard the claim.  We appreciate your assistance with this matter and will consider the case closed at this time.  Regards,Shawn

We have met the requested resolution of the customer. Refund of $24.98 will be processed before close of business today.
Thanks!

We are sorry to hear about your experience. Due to customer service we will not be pursuing for damages on this claim.

It
is unfortunate that Mr. [redacted] has rejected our response and we appreciate
the customer’s concerns, but we have attempted to address them to the best of
our ability.  Based on our review the decision is final and we consider
the matter closed.

In speaking with the customer we have resolved issues with a refund to his satisfaction. Any additional questions please reach out again.

[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.]
Revdex.com:
I have reviewed the response made by the business in reference to...

complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

Response from Enterprise Rent A Car Damage Recovery Unit Claim Center Manager: May 19, 2015Revdex.com Metro Washington DC and
Eastern Pennsylvania
RE: [redacted] Complaint ID
[redacted]
Enterprise Rent A Car file [redacted]Dear [redacted],Please accept this
correspondence as our response to...

the complaint filed by [redacted]. We have
reviewed the concerns raised by [redacted] rented a 2013 [redacted] from Enterprise RAC Company of Maryland, LLC dba Enterprise Rent-A-Car at
[redacted] Washington, DC [redacted].
At the time of rental, an
inspection was completed in the presence of [redacted] and the rental vehicle
was determined to be rented without damage.
Upon receipt of this complaint,
Damage Recovery Supervisor John M[redacted] contacted [redacted] to address his
concerns. Mr. M[redacted] discussed our claim process as well as the claims
handling timeline. Mr. M[redacted] assured [redacted] that we have been in contact
with his carrier, [redacted] Insurance, they confirmed the claim has been reviewed
and payment for the damage to the rental vehicle is currently being processed.
Mr. M[redacted] also confirmed with [redacted] that since he has already paid his
$500 deductible, his financial responsibility for this claim has been
satisfied. At the conclusion of their conversation, Mr. M[redacted] inquired if he
had successfully provided resolution to [redacted]’s concerns and [redacted]
agreed he had. 
At Enterprise Rent-A-Car, we
strive to satisfy all our customers by providing excellent customer service. We
hope that our diligent efforts to resolve and address this matter have demonstrated
our commitment to customer service.
Andrea M[redacted]
Claim Center Manger
Damage Recovery Unit