Paducah Hearing Aid Center

I have spoken with [redacted] and we came to an agreement of reimbursement.  [redacted] is very happy and on behalf of her mother she is thankful for the resolution.  This has been resolved.

From: H[redacted], Brian *<[redacted]@ehi.com>Date: Tue, Aug 2, 2016 at 10:02 AMSubject: Complaint #[redacted]To: "[redacted]@myRevdex.com.org" <[redacted]@myRevdex.com.org>Cc: "C[redacted], Ewan *" <[redacted]@ehi.com>[redacted],This complaint has been resolved with the customer, we are waiving the additional 'soft costs' that are associated with a damage report and taking care of the customer.  I am just waiting on confirmation from our damage recovery unit that the claim has been closed.Brian *. H[redacted]Enterprise Rent-A-CarArea Rental ManagerAlexandria, VA(c) ###-###-####(f) ###-###-####[X]

left message for customer and sent email. waiting for call back. will try again tomorrow

Good morning.  I would like to apologize for the delay as we have been waiting to hear back from the customer to try to resolve the matter before posting our response.  We have made multiple attempts after initially speaking to the customer, but at this time it is probably best for us to...

submit our response.  Below is our official response, so please let me know if there are any additional questions or concerns. “Thank you for your feedback regarding [redacted] recent rental at Reagan Airport.  The Area Manager of the location spoke to [redacted] initially about her concerns regarding her October rental, which were centered around having to switch out of the rental vehicle three times.  The Area Manager agreed to refund the rental due to the issues, but once he reviewed the customer’s rental agreement he found that the customer switched out of her vehicle several times during the September rental and did not switch out of the October rental.  The Area Manager processed a full refund of the September rental and made multiple attempts to contact [redacted] by phone and e-mail to clarify the details and inform her of the resolution, but has not heard back from the customer.  We remain open to discuss the details of the situation further with [redacted], but after multiple attempts without a response we will consider the situation resolved at this time.”  Shawn *. F[redacted], PHR, SHRM-CPHuman Resources Manager###-###-####office [redacted]Rockville, MD [redacted]enterpriseholdings.com

The customer rented a vehicle from Arlington, Virginia.  Unfortunately, I cannot help him with his issue.  The branch he rented from continues to say that they have nothing to do with the violation and corporate will have to look into it.  If this is the case, our corporate office in...

Saint Louis will need to give him a call.

[redacted] to discuss. Research shows that $128 refund was issued on 12/02.

To Whom It May Concern: To satisfy the customer requests we have adjusted all of the tickets in her referenced complaint to show zero balance due. The renter was never charged anything by Enterprise. We only mailed out a letter for each ticket requesting payment. Please advise if anything...

further is needed. Thank you

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.  They refunded me fully.
Regards,
[redacted]

I spoke with the customer and offered to split the damage claim due to her accusations. She is getting back to me when she decides.

[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 understand  that  a local  address could have  been  a  requirement   when  renting  with  a  debit card ,  but after  presenting my  credit card , there's  absolutely  no  reason  for me not to be  able  to  rent a  vehicle  from this  location. In  addition, I  never received  a  response  from  the  winchester  branch  concerning  this  matter .
[redacted]

From: John H[redacted], Area Manager Virginia Group. [redacted] and I spoke and discussed the situation. Her main issue being that she was charged the amount over which her insurance Company was paying. She indeed did owe the balance and was advised prior, to return the rental vehicle at an...

earlier date to avoid charges. The vehicle was kept past that date and did accrue the corresponding charges.  She felt that she shouldn't be charged and that the insurance should have indeed covered the balance not her. Insurance company would not pay over the policy max. In resolution, Enterprise waived the balance owed beyond what her insurance company would pay and refunded the $25 deposit that was withheld from customer. Customer advised she was satisfied with resolution.

Thank you for the feedback regarding [redacted]’s recent
rental.  The Branch Manager of the location was able to speak to [redacted]
to discuss the charges and to clarify the billing on the rental in
question.  The Enterprise charges were reviewed and were correct based on
the rental...

dates, but there was also a charge from [redacted] that the Branch Manager
recommended that [redacted] contact [redacted] to get further information. 
 The Area Manager of the location also
contacted [redacted] to discuss the rental charges and to
answer any further questions.  [redacted]
requested copies of the rental charges for the time she had the rental vehicle
so copies are being provided to the customer. 
A refund of $241.83 is also being processed and mailed to the customer
for the remaining portion of the deposit that is due back to her.  The rental has been returned and we consider the matter closed at this time.

Thank you for the feedback regarding [redacted]'s recent rental experience.  We apologize about the delay in posting a response, but we are still waiting to hear back from the customer to discuss the situation in further detail.  The Area Manager of the location has attempted to contact the...

customer on several occasions, but has not heard back from [redacted].  We remain open to discussing his rental experience and apologize for the inconvenience.

[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]

Thank you for the feedback on [redacted]s rental from our Dulles Airport location.  The Area Manager of the location spoke to [redacted] and was able to do additional research on the damage in question.  After further research, there was no evidence to support that the damage was...

preexisting. The customer has filed a claim with her credit card company to cover the damage, so our claims department is working with the credit card company to resolve this claim.  We are hopeful to have this cased resolved in the near future.

In response to the complaint above the customer was given a bigger car but that bigger car was given to him at the smaller car cost of $32.99 per day.  That being said the insurance provider only allotted the customer 600 dollars for his policy and the total for the rental for 18 days was...

716.  Upon inspection of the vehicle the was a missing driver side floor mat as well as missing cover to the break pedal.  With that being said, The cost of the missing floor mat and break pedal was $150.  That brought the total for the rental to 866.69.   The insurance provider paid 534 of the rental bill leaving the remainder of the bill for the customer [redacted].   I have done further research and deemed [redacted] not responsible for the cost of the floor mat on the driver side and the missing cover to the break pedal as well as the first day of the rental which was for the bigger car.   He has been refunded 231.55.  The rest he will still owe do the contract that [redacted] signed for the duration of the vehicle.  It does state that if a 3rd party stops paying for the rental then the consumer is responsible for charges after the 3rd party stops.  The refund was processed 7/17/17 and a refund receipt was sent to the consumer.  Thank you

we are emailing DRU and contacting the customer that the claim will be closed

The Branch manager Dexter S[redacted] had already resolved the issue with the customer and he refunded her the full amount of the collision damage waiver which she had requested.

[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: The business discussed with me that they will look into a refund. As of 9/2/2016, a refund has not been issued to me nor have I been advised of the refund decision. 
Regards,
[redacted]

My name is Jason E[redacted] and I am the Area Manager that oversees the Silver Spring location. I have just finished speaking to the customer in regards to the matter. There are two separate issues here.1. Customer is upset by Racial comments said by another employee on speaker phone regarding...

another customer. I am investigating into which employee said those comments. I will then have a serious closed door conversation with such employee and discuss that it is unprofessional and unacceptable to say any racist comments in the workplace. I will also notify Human Resources and document in the employees file.
2. The second issues the customer has is the damages discovered upon returning the vehicle. Customer states that initial walk around was "rushed" and that they were only looking for "deep scratches" and no other type of damage. Upon returning the vehicle, there was a dent on the rear of the vehicle which customer states could not have happened while in his possession. I will follow up with our Damage Recovery Unit team to see where we stand with damage claim. I will also look at previous copies of rental agreements that vehicle was on and see if damage was pre-existing or not.