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BBB Accreditation

A BBB Accredited Business since

BBB has determined that Enterprise Rent-A-Car Company of Sacramento meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.


Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that raised the rating for Enterprise Rent-A-Car Company of Sacramento include:

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Response to 29 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

29 complaints closed with BBB in last 3 years | 11 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 2
Billing/Collection Issues 13
Delivery Issues 0
Guarantee/Warranty Issues 1
Problems with Product/Service 13
Total Closed Complaints 29

Customer Reviews Summary Read customer reviews

3 Customer Reviews on Enterprise Rent-A-Car Company of Sacramento
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 3
Total Customer Reviews 3

Additional Information

BBB file opened: November 19, 1990 Business started: 01/01/1989 Business started locally: 01/01/1989
Licensing, Bonding or Registration

This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.

These agencies may include:

CA Department of Motor Vehicles- Occupational Licensing
8243 Demetre Ave, Sacramento CA 95828
https://dmv.ca.gov/wasapp/olinq2/
Phone Number: (916) 229-3126
LODInfoReq@dmv.ca.gov
The number is 45400.

Business Management
Mr. Brian Suit, Regional Manager Ms. Maria Ahrens, Executive Assistant Mrs. Susie Irwin, Vice President Ms. Leslie Sategna, Area Manager
Contact Information
Customer Contact: Ms. Maria Ahrens, Executive Assistant
Principal: Mr. Brian Suit, Regional Manager
Business Category

Auto Renting & Leasing Auto Dealers - Used Cars

Alternate Business Names
Alamo Rental Car - all area locations Enterprise Car Sales National Car Rental
Industry Tips
Buying a Used Car at a Dealership

Customer Review Rating plus BBB Rating Summary

Enterprise Rent-A-Car Company of Sacramento has received 0 out of 5 stars based on 0 Customer Reviews and a BBB Rating of A+.

BBB Customer Review Rating plus BBB Rating Overview

Additional Locations

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BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

8/15/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: We made a reservation online for a rental car with unlimited miles. All subsequent confirmation and follow up emails reiterated "unlimited miles" with no qualifying information stating that there may be any limits imposed. When I went in to this location to pick up the rental car, the desk clerk in a seemingly friendly manner said, "So, you're renting for 9 days, where are you going?" I answered honestly that we were going to Colorado. Upon hearing this, his face changed and he said we would not have unlimited miles if we were leaving California, and in fact, "unlimited miles" meant not over 1000 miles in California. Nowhere in any of my emails or my confirmation with price and tax included did it say there would be additional fees or limitations on mileage. Under the heading Vehicle Mileage it states plainly "Unlimited Mileage and at the end of the line, "Included". No other fees or disclaimers are present. I requested the manager *****, who spent a number of minutes scouring his website to come up with a paragraph that he seemed to think covered the error, and he made no further effort to honor my confirmed reservation price. I walked out thoroughly disgusted with their false advertisement and attempt to extort extra fees from me. No apology was made for the deceptive nature of the confirmation, and no offer of resolution was made by the store manager ***** to ensure our satisfaction. We have used Enterprise in the past, to go to Colorado with unlimited miles in fact, and my husband's company has a corporate account with them. This customer service was worse than I would have expected from a cut rate company, and was a great disappointment from a national rental agency that advertises their service as a positive thing.

Desired Settlement: I would like to be contacted by a senior manager regarding my complaint. We did not pick up the rental car, as I will not do business with a company that utilizes "bait and switch" techniques.

Business Response: We spoke to the customer and apologized for the miscommunication.  Our mileage policy had changed but the branch personnel were not aware.  We will give the customer a free 3 day rental and will also ensure that our employees are fully aware of the change in mileage policy.

Consumer Response:


Better Business Bureau:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me. I accepted the offer of a complimentary rental, and it was completed with excellent service by ******* in the Lodi office. Also, Leslie the area manager assured me that the policy had been properly communicated to the branch employees to forestall any further problems for others regarding my original complaint.

 

Thanks for your prompt and effective response. I'm very pleased with your service and won't hesitate to make use of it again if needed.

 

Best regards,

7/19/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I rented a car last Friday. I reserved it through Wednesday. I advised the "manager' who checked me in that I would most likely return the car a day or two before that - since I was coming back into town on Monday evening. She then tried to FORCE me to add on insurance stating that it was required. I declined and said I would contact my insurance company for the additional coverage she was requiring (illegally). Which I did. And am paying for. She got me in the vehicle and off I went. The vehicle was fine for the trip - no complaints there. But when I came back into town to return it after literally 12 hours + on the road - they were CLOSED. On one of the most popular travel holidays of the year. Unexpected, but ok. I looked for their after hours drop box. THEY DO NOT HAVE ONE. Due to "security" reasons this location apparently no longer offers that service (the service you pay for - conveniently being able to return a vehicle). I live 1.5 hours away. I had to drive an extra 1.5 hours in RUSH HOUR TRAFFIC after waking up 1.5 early after a long travel weekend to return THE KEY. Even worse, when I called to express my frustration, the lady wouldn't listen and laughed at me. She said I should have "known" that other locations were open. And that they were never meant to be an Enterprise Rent a Car - they were an off shoot or something. Somehow, psychically, I should have known their whole history and their other locations and which were and were not open. At the LEAST they could have warned me (since I DID say I may bring it back monday) or POST A SIGN stating XYZ location is open during the holiday for drop off, sorry for the inconvenience.

Desired Settlement: Reversal of all charges. They cost me 1.5 hours wear and tear on my car in rush hour traffic, gas, inconvenience and loss of sleep after a LONG weekend of DRIVING to have to drive AGAIN and 1 hour missed work to bring them their key. It cost me FAR more than the car rental cost. In addition to the $40 for the unnecessary coverage I was bullied into getting.

Business Response: Tell us why here...

Since receiving the notification from the BBB I have left a couple of messages for the customer and have not received a call back.  I am the Area Manager for this location and helped ******, the statement that I tried to FORCE her to add on insurance is false.  As with every customer I offered the products we have available but in no way did I say it was required.  I also do not recall her stating that she would potentially return early, had she done so I would have given her return location options.  For the inconvenience of ****** making a return trip to return to the branch to return the keys the branch gave her a credit for one day of rental and only charged her for two.

7/15/2016 Problems with Product/Service
6/22/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: That was the worst experience with any rental car company I have so far. My girl friend's father made a car reservation with Alamo months ago for a road trip, we got Alamo SMF to pick up the car on Jun 10, 2016, I went to the front desk to talk to one of their employee about the reservation. Everything was OK until one of their female employee steps in for "help". My girl friend's father is a Chinese citizen and he has a Chinese driver license with all the proper documents required by Alamo. The female employee started to accuse the quality of the image on one of the documents is bad, she said "That is a crap copy", and then I could see that she lost patience and started to treat us like shit. We were told we can have a ****** Rav4 by the first employee but she told us we will have chev equinox, I asked where is the Rav4, she said there was no rev4 and you can only have chev equinox so take it or leave it. Later I figured it out why she would not give us the rav4, because someone just returned a chev equinox so she wouldn't bother to give us another car, the chev equinox is unwashed so it is very dirty inside, the car only have half tank of gas, but you have to return the car with full tank. The worst part is that the female employee did not like questions at all, when I asked her if we can get a rev4 instead, she pointed at my girl friend's father and said "he is the one who rent the car (she means your name is not even on the list so stop asking question and fuck off). Come on bitch, I here to make your day easier because my girl friend's father cannot even speak English.

Desired Settlement: I want a sincere apology! I also want some billing adjustment! No business should treat customer like what Alamo did to us!

Business Response: The customer is from China and his daughter who lives in Davis, CA wanted to pay for the rental. The daughter was 23. I explained to her that if she wanted to pay for the rental we would have to make her a primary driver & there would be an underage fee of $25/day. At that point the daughter’s boyfriend stepped in & said she’s not driving the car & the father’s credit card was not going through. I explained the policy again & said, I can try running the credit card but if it doesn’t go through than the only option is to make the daughter the primary renter but the underage fee would apply. We ran the card again and it did go through. The boyfriend became agitated and began using profanities.

I then asked if the customer had an international driver license. The daughter handed me the required print out from the Alamo’s website. The printout was correct but the picture on the printout was of bad quality. The boyfriend said “what’s the problem now?” I told him the quality of the picture is bad & it is important that the picture on the paperwork match the actual driver license. I never once said, “That is a crap copy”. I started to process the rental, speaking to the daughter as her father does not speak English. The boyfriend continued to step in and had a hostile disposition.

We brought up a ***** Equinox. Neither the customer nor his daughter had a problem w/ the vehicle, but boyfriend said, “No, we booked a RAV4.” I explained that he booked a midsize SUV & we do not promise a particular car just the car class & if he wanted a RAV4, there will be a wait. The boyfriend became irate at this point and began yelling. At that point, I told him he is not the renter & I will stop all communication w/ him. After the car was brought back with a full tank of gas, the boyfriend, who is not an authorized driver, drove off in the vehicle. That action alone is reason enough for us to demand the rental be returned.

Both the customer & his daughter understood everything I explained to them. The boyfriend questioned everything and responded “that’s ********.” I was fully aware the customer did speak English & I even understood why the daughter would be upset that she could not pay for the rental if she was not the driver.

We would be more than happy to discuss this situation with the renter’s daughter. We will get in touch with her directly.

5/20/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I rented a car from enterprise location **** ** **** ******* ******* ** on 3/26/16 and told them I will return the car to the Sacramento airport location by 7am of 3/28/16 . I have no issues with the Manteca enterprise branch besides them not informing me of having an easy pass. I returned the truck to the Sacramento airport enterprise at roughly 4:30am. They were not open at this time so I dropped the keys in the drop box. I looked at my credit card statement 2 weeks later to see I was charged an extra day rental and insurance. Since this discovery I have called Manteca enterprise once and the Sacramento airport enterprise 4 times. Each time not being able to get to speak with a manger because they were "busy". Each phone call I made I spoke so someone different all assuring me I would be refunded and that I would recieve a call back. This NEVER happend. At all. I spoke with ****** and Mary and 2 others. Still never being able to reach a manager. EVER. I also payed over $11 in tolls cash just to be charged again on my credit card for the same toll I paid for. I was never told I had an easy pass or anything about tolls(this would be a sales issue with the Manteca branch) Im beyond the point of being patient after being blown off countless times. this needs to get resolved ASAP. The unprofessional approach that enterprise has taken will never be forgotten. I WILL follow up on this relentlessly until this is taken care of. Rental agreement # ******

Desired Settlement: At minimum , refund of a days rental and insurance as well as the $11 of tolls I paid twice for

Business Response: Tell us why here...We confirmed that he did in fact return 3/28 at 6am and the Sacramento airport closed it out wrong. We refunded him $283 for 2 days of rental, 2 days full coverage, and the $11 toll fee he references. We talked to him yesterday and apologized that it took him so long to actually get a hold of someone. We followed up with the branch as well that we must take better messages and get concerns to management in a timely manner. Last, we left the customer a message that the $283 will be refunded today but that it does take a few business days to actually show up and to expect the refund next Monday or Tuesday

Consumer Response:  
Better Business Bureau:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me

4/19/2016 Billing/Collection Issues
4/13/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: My wife rented a car for a day and while we were parked in ******** *********** the car was hit. The damage was to the front passenger side bumper. When I returned the car I told the representative what happened, he evaluated it and wrote up the damage report. The only damage was on the front passenger side bumper and that is what was written on the report. When my wife received the billing report after having her card charged for the damage, we noticed that we were charged for damage on the rear bumper that was already there. When my wife initially rented the car she did a walk around with the representative and pointed out the damage on the rear bumper and said that it is small wear and tear and we would not be charged since it was already there. However, the billing report shows that they included that in the repairs and charged us for damage that occurred before we rented the car.

Desired Settlement: We were charged an extra $220.50 for the charges including labor and paint on the rear work of the vehicle. The only damages filed in the report and while we had the vehicle were to the front passenger side bumper. We would like the additional $220.50 that was charged to my wife's card refunded.

Business Response: After further review, we have found the charges to be excessive and will refund the amount in question.

Consumer Response:  
Better Business Bureau:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

3/15/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: We booked a flight and car rental package. The package included a car rental with Alamo/Enterprise. I was surprised to hear that we where denied the car rental at the last possible moment during our travels. I was asked to go speak to a representative at the Enterprise section so I did. I spoke with a rep who asked for my information. I gave her my license, address, and phone number. She asked if I recognize a address which I told her I did not. She then asked my phone number and said that it matches. I asked if I could see it to confirm and she declined my request. I then asked for a print out. She said she could not do that either. I then asked what could be done and with a very rude demeanor, she said there was nothing that can be done there and that I would need to call into customer service the beginning of next week. It was extremely upsetting dealing with this issue, and a very bad start to a much needed vacation.

Desired Settlement: I had previously been a victim of Identity theft and based on the information given from the representative, this is still the aftermath of those prior situations. I would like the account cleared.

Business Response:

We have been in contact with this customer and we are researching the issue.  Because we found an older ticket with his information we need to research this further.  We hope to have a resolution by the end of this week.

 

Thank you,

***** ********

2/11/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I was involved in a vehicle collision the insurance for the at fault party reserved a vehicle through ********** I was contacted and picked up the vehicle. ********** told me to provide them a credit card only to be used for a $50 deposit and would never be charged at all I had the vehicle for several weeks. I returned it on my own, I was contacted 4 days after I returned the vehicle and informed by ********** that due to a miscommunication between ********** and *********** the other partys insurance co. was only going to pay for 3 days and no more, and that I would be responsible for the rest because they made a mistake. I informed them that at no time did I ever agree to pay and that that they should take it up with *********** because I made no financial agreement and also was told that I was not responsible for their miscommunication or lack there of. A week later they illegally charged my credit card over $1000 . I am disputing the charges with my credit card company.

Desired Settlement: Enterprise needs to contact my credit card company and remove the charges.

Business Response:

Enterprise Rent A Car has determined that the customer is responsible for the charges.  We spoke to the insurance adjuster who confirmed that he had conversations with both the renter and the renter's daughter at the beginning of the rental to let them know that the insurance company would cover only 3 days due to policy limits.  At that time the adjuster advised the renter to file a claim with ******* Insurance because of the policy issue.  The adjuster followed up with ******* on 10/12 and discovered that the renter had not filed a claim. We discovered later that the renter did not have rental coverage on his own policy which may be why that never happened. Due to the fact that the customer was made aware of that by his adjuster, we will not be issuing a refund.  The customer refused to reach out to the insurance company to help me with this matter and the adjuster was very sure the customer was aware of the coverage limits. 

 

 

1/2/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I rented a car from the Sacramento Airport location in October for 30 days, ending in Nov. When I picked up my rental,I thought I had a rewards account on file for the rental. Upon return of my rental, I noticed my receipt did not have a rewards account documented. I contacted the rental location to no avail. I contacted customer service and was advised my rewards account was not on file and although they had my address from 8 yrs ago on file, there was never a rewards account established and I would need to open a new one and the previous earned points would be transferred because of the rental occurring within the past 30 days. I proceeded to open account and rent another vehicle the next weekend. Upon looking at the account today 12/23rd the account points from my 30 day rental had not been added to the account. I contacted *** (id#*****)with customer service, to look up the information from my previous rental. *** asked the location of rental, I advised Sacramento California Airport. *** then advised she could not look up my rental unless I had the rental agreement number. I advised *** that I didn't have the rental agreement number, if I gave her my drivers license number could she retrieve the information, she said no. I was baffled as to why she couldn't locate the rental information, I proceeded to go online and use my DL number to retrieve the rental agreement information. Once I provided the information to *** (Id#*****) she advised there is nothing that can be done, my 30 days worth of points are lost and cannot be reclaimed. I asked for a supervisor because I had previous communications with customer service representatives that assured me my previous rental points would be transferred onto my account. *** then advised she was the supervisor and there is no one above her where she can transfer my call. *** advised her next level supervisor is **** but she is unable to transfer me to her. ***'s demeanor was very insensitive and lack of empathy was apparent. I'm extremely disappointed!

Desired Settlement: Points credited to my account per the previous customer service agents assurances. I trusted what the agents were advising and I'm extremely disappointed in the lack of follow through and the final straw was *** ******) lack of empathy throughout this entire ordeal. My account number is ******* and the rental agreement that I'm referencing is *************.

Business Response: Our airport manager spoke with Ms. ***** and has credited her account with the points from her last rental. Customer was satisfied.  thank you.

Consumer Response:  
Better Business Bureau:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

9/10/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Rental agreement #****** REF# ******: Date out 11/16/2013 9:04AM RETURN DATE 03/21/2014 7:43AM; On returning the car I had an outstanding balance of $166.60. On 04/02/2014 I personally walked in the payment in the form of an money order (which Enterprise shows as check payment). On May 29, 2014 I received an letter from ***** & ****** Collection Agency requiring payment. I called and spoke with ***** at ***** & ****** Collection Agency. I then call and spoke with *** at the rental location about the issue. He call and spoke to his Accounting Department letting them know he personally accepted the outstanding balance from me in the from of money order. On today 06/02/2014 I called and spoke with ***** in the accounting department and he telling me he doesn't seem to see any notes of payment. I do have a photo copy of the money order and a copy of payment receipt.

Desired Settlement: I would like a letter from ********** telling me that this payment has been accepted and also a letter from ***** & ****** Collection Agency stating it was taken care of and not reflecting on my credit report.

Business Response:

The customer is correct in her statement.  She did pay $166.60 via money order on 4/2/2014 for rental agreement ******.  Customer will be removed from the collection agency for the amount of $166.60.  Please advise if you need anything further from us.

 

Thank you,

********** **** * ***

Consumer Response:

I file a complaint against Enterprise Rent A Car, that you looked into and was showed to be corrected. I never received a letter from Enterprise Rent A Car, but I did received an phone call saying they checked their records and the billed had been paid. However Enterprise Rent A Car has put a negative collection, on on credit report saying I owe them $172.00. Says collection is 03/14 with all three credit bureaus.
I would like to received an letter showing correction and no phone calls on matter.

Consumer Response: I am rejecting this response because: I'm looking at a number of $172.00 that was put on my account 03/14 that need to be removed by Enterprise Rent A Car/7681660. opened on 01/14 reported 03/14 Collection reported to all credit bureaus.

Business Response: Ms. ***** did owe a balance of $166 on a previous rental which she later paid.  Additionally, on a separate rental Ms. ***** charged back in October of 2014 $172 from a previous unrelated rental in which she received a credit from her credit card company.  Because the monies were owed to us, she was sent to collections.  Upon receipt of her BBB concern, we elected to waive the $172 stilled owed and clear the account with ***** * ******.  We will request a letter from ***** * ****** be sent to Ms. ***** stating such.   We have requested that this be removed from her credit report.  Customer should be advised that this process may take 60-90 days.

Consumer Response:  
Consumer states that the collection company has sent her a letter stating that their accounts have been deleted. The letter was  received on the 8th of September and the matter is considered resolved.

7/9/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: ****** **** is a 43 year old disabled person with cognitive and neurological disabilities. She rented a vehicle from Enterprise under their surrogate driver program. On 05/17/2015, She disclosed her disability and asked to be fully explained the terms and conditions of the contract which she was signing. The person who helped her assured ****** that the rental was for one day only, and that she would not be charged anything extra on her credit card. Unfortunately, her surrogate driver did not return the vehicle, and proceeded to keep it without ******'s authorization or knowledge. It took 4 days for the rental company to contact ****** about this, asking her where the vehicle was. ****** said she had no idea that it had not been returned, as her surrogate driver assured her it had been. at that time, she told Enterprise under no uncertain terms did this person have her authorization to drive the car, and to consider it stolen. she then asked them if she should file a police report. Enterprise's staff told her they would look into it and get back to her. This went on for several days. They then let her know that the surrogate driver had extended her lease by three days, and that was why they did not call her immediately. The surrogate driver was not on the contract, and was not authorized to extend the contract for any length of time beyond the one day that ****** believed she was paying for. In addition, Enterprise did not give ****** the correct advice regarding legal action, once the car had been stolen. They told her she did not have to file a stolen car report, only make a statement after Enterprise filed their report. This is a lie. Enterprise knows fully well, that once you file a stolen car report, your contract ends. However, if one does not file, and waits for Enterprise to file, the contract stays in effect until the vehicle is returned to the original lot it came from. They are continuing to try and charge ****** for rental fees daily.Dictated to ** ***** ****, spouse.

Desired Settlement: We wish for all disputed charges to be waived, minus the single day use fee, ****** agreed to pay. As the surrogate driver was arrested, and is currently incarcerated thanks to the efforts of Mr. and Mrs. **** alone, they demand Enterprise refund the $ 227.58 already charged to her credit card, and to seek their damages from the actual person who committed the crime. Their actions were deceptive, and immoral, as ****** is a disabled American, who stated such at the time of the rental.

Business Response: This was a rental where Mrs. **** did rent a car to have a caretaker drive her around.  Even though she is a "non-driver" she is the primary renter and for the purposes of the contract is ultimately financially responsible for the rental.  I would agree with the renter that this is a very unfortunate situation and that she was taken advantage of by her caretaker.  We did everything we could to recover the car and stop the rental charges when we received our vehicle back.  In further review, we will be prorating the rental rate to include a discounted weekly rate of $150/week (7 day rate) and all single day rates at $25.07, plus taxes.  The branch manager will call the customer and provide them with a new total.  With that said, the customer is still responsible for the duration of the rental, taxes and costs for recovering the vehicle.

Consumer Response: I am rejecting this response because: enterprise failed To properly inform ******, a person with cognitive, neurological and medically verifiable physical disabilities the nature of the rental contract. She informed enterprise she had difficulty understanding things and needed full explainations. She asked on three occasions if the contract was for more than one day. She was told the rental was for only one day. They did not inform her that the contract was open ended. If they could not fully explain their rental guidelines completely they should have never rented to he** Further, they lied to her and said they would file a stolen vehicle report on 05/20/15. They again lied days later and told ****** the report was filed.  They never filed a stolen vehicle report. I, ** ***** ****, spouse filed the report myself which led to the vehicle being returned. They told ****** on the phone that they gave the man who stole the car verbal authorization to retain the vehicle for an additional 4 days without ever getting consent from ******. They used intimidation tactics by having one of their investigators falsely claim to be an officer of the law. The enterprise staff said in a phone conversation to ****** that they cared more about their car than they cared about ******'s life when she mentioned the man who stole the vehicle threatened ******'s life. 
This was dictated to ** ***** ****, ******'s husband, and approved by her

Business Response: Regarding Ms. ****** ****'s rental with Enterprise Rent A Car, w have investigated the incident in Ms. ****'s complaint.  Below is our understanding of the facts.

On Monday May 17, 2015, Ms. **** came to our Enterprise Rent A Car rental location at the Sacramento Airport, accompanied by a "caretaker" and someone who indicated she was Ms. ****'s mother.  Ms. ****'s mother and caretaker indicated that Ms. **** was disabled and could not drive a car due to narcolepsy, but Ms. **** nevertheless wanted to rent a car and add her caretaker on the contract to be her surrogate driver.  In accordance with our policy (and applicable law) Enterprise Rent A Car permitted the surrogate driver.  At no point did Ms. **** or her companions indicate that Ms. **** was not competent to enter into an agreement with us, nor did we sense that she was mentally incompetent to contract on her own behalf.

Consistent with our surrogate driver procedure, we proceeded to financially qualify Ms. **** for the rental of the vehicle and inspected the driver's license of the surrogate driver.  Ms. **** signed the rental agreement, which provides that Ms. ****, as the renter, is financially responsible for all charges associated with the rental.  Our local employees report that contrary to Ms. ****'s statement, Ms. **** did not ask for any clarification regarding any of the terms and conditions of the rental agreement at the time of the rental.

On May 22, 2015 we received a call from a male whom we presumed to be Ms. ****'s surrogate driver saying he would return the car on May 23rd.  At this time our local employees report that Ms. ****'s credit card was declining charges and the car was overdue.  On May 25th we received a call from Ms. **** who was under the mistaken impression that her surrogate driver had returned the car and opened a separate contract to rent the same vehicle under his name.  We informed Ms. **** that this was not in fact the case and that the vehicle was still in her name and she was still financially responsible until the vehicle was returned.  We also advised that if Ms. **** had lost control of the vehicle she would need to contact the police to report the car stolen.  It was shortly after this that Enterprise assigned, at our cost, an investigative service, Profound Recovery, to investigate and assist with contacting all parties involved to secure the return of the vehicle.  We were subsequently informed that Ms. **** was able to report the car stolen, which ultimately lead to the recovery of the vehicle.

As a matter of customer service, Enterprise Rent A Car has already agreed to waive some of the cost of the rental for Ms. ****, however, ultimately Enterprise Rent A Car believes that Ms. **** is responsible for all remaining charges associated with this rental and we intend to pursue Ms. **** for the remaining outstanding charges.

Consumer Response: I am rejecting this response because: TO the BBC: I am unable to respond within your seven days in full, as I am very ill. But I will write/type as long as I am able. Please just note, this can't be a completed response at this time. Starting tomorrow, I will be in and out of medical appointments and procedures that aggravate my medical conditions greatly. This will render me unable to type or speak fir approx. 1-2wks. I can use my husband as a proxy; however he is also disabled and will be my only caregiver along with our 18yo sons assistance. I will say that Enterprise is burying themselves in more and more lies, which surprises me, as my TTL records conversations, as I well informed their callers of this. Why they continue to lie? I don't know. Now, I'm reading something brand new re: my mother being with me? My mother lives in Oklahoma; Yes, the person I thought held my trust to drive me that day did have his girlfriend with him but she never approached the counter and is only 2-3yrs older than me. But, now she's my mother? Needless to say, I'm deeply surprised at the behaviors of this company.  
I, as well as, my husband were lied to by being told that Enterprise would file a stolen car report. A misunderstanding of this falling into my lap is incorrect. My husband and I both contacted the police more than once and I could not report a car stolen that I do not have permission to drive, nor own. I have never been the lein holder. My comprehensive coverage, which includes theft, covers me from costs. Period, per their own head corporate office. I could go further and mention the lies involving the falsities behind them telling us that they filed a police report as well as have someone call both myself and my husband introducing himself as an Sac County officer investigating the car, all untrue as neither the manager of Enterprise or the person introducing himself as Officer ******** could produce a police report number. Frankly. I am ill. I don't have time for games. Under the ADA, public accommodation is required for the disabled. Enterprise failed this. Like I've mentioned above, I must care for my health and will continue this complaint as I am able, as well as, through any and all avenues available to me. I appreciate all the support via the BBB and hope this can continue.  

6/26/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I returned a car to Alamo rentals 6/5/2015. I paid for the rental and after i left, 400 dollars extra was charged to me credit card. This is after i paid my total as 466.13 and was issued a receipt. The rep stated that it was not in contact with them, however i was and made multiple calls to extend my rental. I get a call from a detective stating they are reporting the car as stolen when they have charged me for each day o have kept it. The company is still holding over 900 dollars in separate charges additionally. I have made multiple phone calls inquiring about when the funds will be released. I have contacted my credit card company and they have verified that Alamo has not released the funds back to me. I have been told they will not refund the additional 400 dollars. The extra 400 dollars was charged after i left-never discussed with me. I have exhausted all options with calling. The staff have been very rude and verbally aggressive towards me. I have paid for the rental and i just want my funds released back to me. I was told 3 business days, however nothing. Please help me.

Desired Settlement: I would like the funds on hold released back to my credit card. The extra 400 dollars is a made up charge i would like to dispute as well, but more importantly i want the funds on hold to be released immediately without any further problems.

Business Response:

The reply from our Group Rental Manager is below:


I attempted to speak with Mr. ******* this morning regarding the rental.  In the short conversation I had with him, he said he didn't want to go through the explanation again and did not want to discuss it and let the BB handle it.  In review of this file, Mr. ******* failed to return the car after our staff had asked him to do so.  At that point we employed a service to help us retrieve our car. This service has a cost that we have passed on to the customer.  Mr. ******* did finally return the car after our recovery service got involved.  The charges are as follows:

13 days rental at $27.54/day    $358.02
5 gallons of fuel                          26.47
Airport Fees                               84.22
Tourism Fee                                9.31
Tax on fuel                                   .73
Sales tax                                  67.38
Recovery Service                     400.00

Total Charges                        $946.13

We are willing to discuss this with the customer, however he is unwilling to have a conversation.          

5/20/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: My car was having work done so I rented a car from The Enterprise Rent-A-Car on Naglee Rd in Tracy, CA on 5/1/2015 for a rate of 9.99 a day + insurance (10.99 a day) I came in on 5/4/2015 to ask how to go about extending the rental as my car had not been completed, the Branch Manager told me not to worry they will keep the same rate until I brought it back today 5/11/2015 they gave me a 100mile a day allowance which I went over by only 13 miles(.20 a mile over) totaling 2.60 in over mileage. I look at my bill and they have charged me 24.99 from the day I asked to extend the rental (7 days out of the 10) and charged me 308 extra miles because you put two other vehicles being driven on my bill, neither of which I drove. I quickly called the location back 10 minutes after dropping it off and they were extremely rude and tried to tell me that is what I owed, until he stated my starting and ending miles which only total 1013 out of the 1321 they had charged me. After asking why the other cars were listed he got upset and just told me "I dont know". He refused to honor the rate that I agreed to on my contract and told me the only way I would get it back would be if I waited a couple days for the manager to be back in. Otherwise it stands that I owe double what I was contracted for.

Desired Settlement: All I am asking to have happen is have the descepancy amount refunded to me. Which should be roughly 183.58. I felt completely taken advantage of and it seemed like they hoped I didnt notice the extra Mileage was added to my rental, because he told me he could just charge what I owed after my original deposits to my card on file. Rather than going through to make sure everything added up correctly before charging me.

Business Response:

We have refunded the amount of $183.57 to the customer.  A message was left for customer advising of the refund.

5/20/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I had a pre-approved auto loan with the ****** * ****** *****, however, the sales person did not want to wait for the ****** *'s approval (Even though I had a pre-approval letter from the ****** *) and against my wishes he went ahead and ran credit with non-approval of customer for other lenders. I talked to my ****** * Rep. and he advised that I need to seek reversal approval by the CEO of Enterprise, as the credit checks done with out my approval by the sales representative has now lowered my credit score 52 points.

Desired Settlement: Seeking credit score to be brought back to original 695 score before.

Business Response: We definite** on** sent the loan to ****** * the day (Feb 7th) and week of the sale as requested so she is mistaken or confused by stating that the sales person did not wait for the G1 approval, we had the approval immediate**. Our CUDL records on** show ****** * that week.  

On 2/24 we received a Fund Delay from ****** * which stated that they were unable to fund this loan because she had a “temporary” license, not an “interim” license.  **** called the customer that day and she explained that she was app**ing for a commercial license so they would not give her an “interim” license.  **** recommended she go into a G1 branch and ask for an exception and that he would reach out to his contact at G1 and do the same. ****** * would not grant an exception to the customer or to ****.  The customer called back in to **** to explain this. **** recommended that she go back to DMV and get an standard interim license which she said she would. 

On 3/3 ****** * called **** to tell him they were sending the deal back to us and could not go forward with the funding because of the driver’s license issue.  **** made the call at that time on 3/3 to submit the customer’s application to a few of our lenders that do not require proof of interim license. This is common practice when a loan runs into problems with funding. When the customer signs a standard credit application, they give us written permission to do this exact thing.

On 3/4  **** called ****** * and talked them into keeping the documents for 1 more day.  The customer was able to produce an interim driver’s license that day and **** sent it in to ****** *. He also updated *** ** at **.

On 3/10 ****** * funded the loan after a couple days of final review.


Here are the notes from the CUDL software showing dates and ****** *’s notes from *** ** stating unable to fund with temporary license.


2/24/2015 11:50 AM PT Lender -- ****** * Credit Union Comment from **, *** Fund Delay
  FundDelay Waiting on applicant to get interin license, unable to fund with Temporary license. Thank you *** **
2/26/2015 9:59 AM PT Lender -- ****** * Credit Union Comment from **, ***  
  return to dealership per request
3/4/2015 4:58 PM PT Lender -- ****** * Credit Union Comment from **, ***  
  dealer is sending deal back to golden1 applicant has interim license



I can provide more detail as needed. Here is a link to a FAQ posted from ******** credit bureau that clear** states that a dealer sending a loan application to multiple lenders does not affect ones score:

************************************************************************************************************

Business Response: Attached is a document containing our response to complaint ********.  Please advise if you have any further questions.  Thank you!

Consumer Response: To whom this matter may concern. 

About enterprise car sales: I **** * ******** bought my vehicle on Feb 7th pre-approved by ****** *** there was delay because of license however **** never said anything about what I should do. On Feb 24th 2015 he called me + stated they wouldn't fund loan + I said I didn't want to go with anyone else + he took it upon self + dis-respected my request + ran my credit multiple times lowering my credit score. On Feb.8th ****** *** ran credit score 685. **** ran three reports over and lowered my score 643. Why after I told him no on Feb. 24 only the ****** *** pre-approved letter. Please address at once. Let me know results please. Thank you for all your support ****** *** Ended up paying them. 
 

Business Response: We have made contact with the customer and thoroughly explained our process and the fact that there are 3 different credit bureaus which could all show different credit scores.  We told customer we would further research how her credit score may or may not have been impacted by our inquiries surrounding her car purchase.  We will follow up with the customer in the next week.  Customer is satisfied with our response.

4/23/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I rented a car on 3/6/15. I was first in line and was there when they opened at 8:00AM. I got car and was out of there about 20 minutes later,8:20am. I brough the car back on 3/9/15. Again, I was there at 8:00am and was second in line. I was charged an extra hour, $27.45 because I did not turn car in until 8:13am. So, they time you out at 8:00am when you don't even have the car yet and then time you in at an exact minute, thus causing the time to run into an extra charge. That is not what the cunsumer expects. This practice appears to be very profitable for enterprise and is costing the average consumer hundreds of thousands of dollors if not millions nation wide. OK, it is only $27.45 to me, but times the number of cars that they rent...it is a very large number. I have attempted to discuss this matter with enterprise but have received no responsible response. I have no other choice but to issue this complaint.

Desired Settlement: Stop the practice now in use and institute a procedure which records the exact time a vehicle is out and in. And, refund me and every other unsuspecting consumer whom they have overcharged due to their poor practice of inaccurate check-out and check-in times resulting in overcharging the consumer.

Consumer Response: ***** **** **** ******* ** ***** (Enterprise Rent-A-Car Company of Sacramento, LLC)

Thank you

****** *******

Business Response: We have contacted the customer and informed them that we will be refunding $29.51.  Customer was satisfied with the resolution.

4/13/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: To whom it may concern, On Dec. 18th, 2014 I rented a vehicle, contract number.***-***-****from enterprise rent a car at the Sacramento Airport. During the transaction I was offered insurance to protect the rental. I declined the insurance because I had my own ***. Sales Representative was very stern and persuasive that by purchasing their insurance it will relieve me of any out of pocket expense regardless what happens or who's at fault (theft, stolen, damage, anything to the total value of the vehicle). On Dec 19th, I try adding additional drivers. The Elk Grove Location Representative stated the airport and offsite system is different in the system so cannot input additional drivers electronically. He manually added the additional driver with his employee ID on contract. On Jan 2nd, 2015 the vehicle was reported damage and impounded due to an unauthorized driver driving the vehicle. I contact enterprise to report the contract has a manual additional driver that was not listed in their system. I encountered a lot of inconvenient making calls just for enterprise to allow me to pick-up my possession after It was taken out from the vehicle and moved to another location. I contacted Enterprise DRU (Direct Recovery Unit) to get an update status of the damage and repair costs. Enterprise stated claim is under investigation. On Jan 5th, I follow up on my claim to ensure if I was being being billed for the damages. Recovery specialist ***** said I will not be bill for anything except rental and low charges because I purchased their insurance. I called back on Jan 7th to check in with my claim. Specialist ******* stated enterprise will not charge me even though the vehicle was damage by unauthorized driver because I have their insurance waiver. Mid January I received a few calls from Enterprise insurance company to get a claim report of the incident. I directed her to the police report and disclosed that I do not know the unauthorized party driving the vehicle. Jan 26th, I called the DRU and spoke to a specialist manager Amber and was advised enterprise insurance just want a claim for their record. Being that I covered the rental car, I am relieved from all out of pocket expense. Feb. 15th I received an invoice from Enterprise regarding the estimate repair cost. I try emailing their DRU, no replies. I called Mar. 2nd, Specialist Michael stated there is no record from billing information that why enterprise has not bill me. I am fully covered with the insurance that I purchase at the time of rental. Mar 16th I finally received an email from specialist ***** stating my insurance was voided and improperly set to the wrong column to be covered. I try emailing and contacting ***** for clarification. I finally submitted a complaint letter to be contact by upper management before escalating the matter. Mar 17th a specialist Manager contacted me to advise that Enterprise will move forward to billing me with all the charges.

Desired Settlement: For a solution U would will enterprise not bill me after all the miss information. I feel that a company with integrity would not push their customer to buying a product that means one thing but disclosing another. Also, it's unprofessional to tell a customer they are covered and to bill them.

Business Response:

Enterprise Rent-A-Car has researched Mr. *** ****'s claim.  Mr. **** rented a vehicle from Enterprise Rent-A-Car at the Sacramento Airport.  At the time of the rental he purchased our Damage Waiver.  Damage Waiver is void if the vehicle is damaged while operated by an unauthorized driver.  Subsequent to the rental, Mr. **** went to our Elk Grove, CA rental location and added Mr. ****** ******* onto the rental agreement as an additional authorized driver.  Mr. ******* called us to let us know that the vehicle had been impounded after an accident.  He informed us that it was taken by his cousin, who was not authorized to operate the vehicle.  Upon receipt of the police report, it was confirmed that the driver was a Mr. Jaron Malik *******.  Mr. ******* was not authorized to operate our vehicle, therefore the Damage Waiver is void and Mr. *** **** is responsible for the damages to the rental vehicle.

Consumer Response:

In my previous complaint letter I did stated the vehicle was driven by an unauthorized driver. I am not disputing that factor of the claim. My concern is Enterprise  DRU department (Direct recovery unit) already had all the necessary information along with the police report. They even had their insurance company investigate the claim. Being all that of the information was at hand, during my follow ups their DRU specialist still stated I was not at fault and will not be responsible for paying any charges. Even up to today's date. Enterprise has not sent me a payment invoice.

Two questionable concerns that I have are how knowledgeable are their specialists in understanding their own insurance policy. Since Enterprise will not honor the audio conversations. The other concern is the sales tactic use to manipulate customers to purchase their insurance to gain sales. During my rental transaction the sales representative disclaimed to me "by purchasing Enterprise insurance it will relieve me of any out of pocket expense regardless what happens or who's at fault (theft, stolen, damage, anything to the total value of the vehicle." This means, regardless what happens to the rental car it should be cover. What could have made the situation more professional is disclosing a disclosure of what may or may not violate the terms and condition of the insurance.

Thank you,

*** ****

2/18/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 2/09/15 made reservation for a vehicle to pick up on 02/13 and return on 02/14. Gave Enterprise ALL MY INFO, including name, address, phone number and confirmed that I had a Visa card. When walking in the door to pick up said vehicle at the appointed time (12 noon, according to Enterprise), were informed there had been some kind of clerical error (?) and that I would have to get it cleared up with corporate office ON MY OWN. (They stated someone else had apparently used my phone number to rent a car and that they could no longer rent to me until this was cleared up.) I tried to do as they suggested, contacting various other Enterprise management, but no one ever returned my call, EVER. The event we had planned for this weekend was totally ruined, after having taken time off work (vacation time) that I will now have to build up again over the next 4-6 months. We had purchased tickets to an event, as well, which we were not able to get refunded.

Desired Settlement: The cost of the event tickets was $50.00, plus the 48-hour shift I had to take off (with pay from my vacation acct), that I wasn't able to use for this event and now have to work 4-6 more months before I get that time off again ($1,231.20 - this is for a 48-hour shift as a firefighter for Aerojet Rocketdyne in Rancho Cordova, CA).

Business Response: Mr. **** was contacted by our area manager and discussed the situation at the branch.  The matter has been resolved and we will be providing Mr. **** with a rental for future use. 

Please advise if you need additional information.

Thank you,
*****

Consumer Response:  
Better Business Bureau:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

2/13/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Booked a car rental with Alamo/Europcar in May 2014 with resv # 792779993. Europcar overcharged my Credit Card by amount $89.42. After several email exchanges with their Customer Care Dept, in which I was asked to provide a bunch of evidence documentations, which I did, they agreed to refund me stating that the check was on the way. See email below.Today, they went back on the promise to send me a check with the reason that Alamo no longer partners with Europcar. Inquiry DetailsDate Created: 10/14/2014 04:01 PMCategory: Add'l Charges, Fees, & TaxesAlamo Location: LCB7Reservation Number: *********Entry Type: ******-12/27/2014 03:44 PMDear *****,Your checks has been accepted please allow 21 business days to receive this.Kind Regards,******Email Customer CareEntry Type: ******-12/18/2014 10:42 AM

Desired Settlement: Refund the overcharge amount of $89.42. I have provided documentary evidence of this overcharge & customer support has already accepted that this is due to me.

Business Response:

As of January 18th, we processed a check to have it sent to our customer's North Carolina Address for the full amount of $89.42 to cover the difference. Our customer paid through EuropCar and I am unable to speak for that company. But as a goodwill gesture, we, Enterprise Holdings, will process and send a check for the difference.

Consumer Response:  
Better Business Bureau:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.
However since the business had already promise a check & then reneged on that,  I would like to keep this case open till
I have received the check.

***** ****

Consumer Response:

I am rejecting this response because:

Please refer to previous complaint with this BBB, complaint id: ******** dated 1/14/2015. The business responded to that complaint by stating that a check was being processed on 1/18/2015 to be sent to me. I accepted the resolution & the case was closed.However 3 weeks later, I have still not received that reimbursement check. Unfortunately this behavior is becoming a pattern with this company - as documented in my previous complaint.

After several written promises, please finally send the check for $89.42.

Consumer Response:

I received the check today.   You may close this complaint.  Thanks for your efforts.

12/18/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Due to a car dealer damaging the transmission in my car (by failing to refill the transmission fluid after draining it), I found myself suddenly in the lurch. I was referred to the downtown Sacramento Enterprise office by a car repair shop (this referral is why Enterprise is refusing to award points in their member rewards program. I was not a member of EP prior to this rental. About a week into the car rental, I called the local office and asked about switching my rate from the $2 daily discounted rate ($37.99) extended to customers of the car repair shop to a weekly rate as I had no idea how long my car was going to be out of commission. Local Enterprise staff told me the standard weekly rate of $189.99 would be a better deal so my contract was switched over to this. After a couple of weeks I researched the EP program online and read that if I enrolled in it before the car was returned, the rental would count for rewards credit. I signed up for EP online and called the EP toll-free number and spoke to *******. I asked her if the specific contract I had out would qualify for awards credit. She initially said no because it was a referral from the car repair shop. I explained I had requested to be shifted over to a standard weekly rate which she investigated and said, yes, it will qualify and notified me that I should wait at least 48 hrs. after returning the car to request awards credit from EP, which I did. After waiting for weeks, I received a robo-email from EP stating the rental did not qualify with no explanation as to why. I called EP today and was bounced to 5 different people (including *******, *****, a person I didnt catch the name of, Angela (who took the tact that since I wasnt an EP member when the rental was initiated it might not qualify at which point, I corrected her with EPs own online policy information. She then said well, it might qualify for Tier level status but not points First ***e Id heard this), and finally to ***, a supervisor, who told me Accounting would not allow him to award credit because the rental was initiated under a discounted rate due to the referral from the car repair shop. My argument is this. I could have returned the car to ERAC part way through this contract and shifted over to Hertz (since I am a member of their awards program, Hertz Gold) but I didnt do so based on the words of the original EP staff member I spoke to (*******) who told me this rental would qualify. The fact is that ERAC got paid the standard weekly rate ($189.99 x 4 weeks plus 2 days of the discounted rate $37.99 for a total of $906.82 see attached receipt). What difference should it make that the original car rental was due to a repair shops referral? Business is business and they got paid the same rate for the car as if there had been no referral. I feel like they are now back-peddling on a technicality to save having to award me any rewards credit for this month+ rental. This infuriates me and is not only likely to lead me canceling my EP membership, but also to never rent from them again. Account_Number: ****** Involved location; **** **** ****** *********** ** *****

Desired Settlement: DesiredSettlementID: Other (requires explanation) I would like Enterprise Rent-A-Car to honor the word of their employee (*******) who told me the above rental would qualify for awards credit. I would like the equivalent amount of points for this $906.82 rental to be applied to my Enterprise Plus account.

Business Response:

The situation has been resolved. We have awarded the points to Ms. *******’s account and we have also sent her a letter for a free Weekend Special rental (Fri-Mon).  We have left several messages for Ms. Starkey and to date have not received a return call.  If you need anything else from us regarding this concern, please feel free to reach out to me directly.

 

Thank you,

*****

Consumer Response: I am rejecting this response because:

What the Enterprise representative ("*****") said to you is only partially true.  It is true that after they made zero effort to resolve the original complaint despite my repeated attempts, they only made an effort to do so after *********** *******, the nationally syndicated National Geographic Traveler Ombudsman, intervened on my behalf.  After he contacted them I received conflicting messages from two different Enterprise employees to the tune of "you've been awarded points" and "no, I've reviewed your case and you are not eligible to receive points."  This is similar to the way this matter began as I was told "yes, if you sign up for Enterprise Plus while your rental is active you will earn points for it" and then another employee said "No, you aren't eligible."  After I reported back to *********** ******* about the conflicting messages with regard to the points being awarded, a more senior employee wrote me an email to verify the points had been awarded.  I still can't believe I had to make all of this effort to simply get them to rightfully credit me the equivalent of about 1 free rental day in points after renting from them for over one month.  Ridiculous. 

As a result of this complaint being filed with you, in early December I received a few voice messages, both at home and at work, from their employee ***** ********, Area Rental Manager.  I called her back and received a recorded message that she was out of the office until about Dec. 9th (or so).  I left her a voice message to the effect I knew the points had been credited but still had a negative impression of their company based on the recalcitrance exhibited over awarding the points for my month-long rental.  Over a week went by and yesterday she called back and left another voice message stating she thought I should be awarded a free weekend rental.  I received a letter dated Dec. 16 from her today offering me this free weekend rental.  I am under the impression the only reason they are offering this free weekend rental is to get you off their back.

To conclude, their employee ("*****") who wrote to you is absolutely incorrect that I never called ***** ******** back and her making this statement to you is further evidence of the largely incompetent manner with which this company has handled this matter.   I remain unimpressed with them as a company and my complaint stands. 

***** *******


11/20/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I had a rental for over a month due to accident.my insurance only pays up to $20 per day and total $600 for claim. I wa aware and doing all I could to requet I get a rental of smallest car and fee possible due to how long I would have the rental. They quoted me $28.99 for economy. I disacgreed they put me in sonota due to not having economy car but stated Id pay economy rate, of $28.99 which I foulf hard to belive. I went back the next day in person and asked if I could get economy car. the lady stated thet have one in but Id pay the same price and to keep sonota. So I left, I looked online and called and called enterprise main line and was quoted much cheaper at same location. and I contacted ***** also becaue if they were not goin to lower daily cost I would have went to *****. I walked in 7.30am aug 26th spoke with ******* showed him my paper work and asked why I was told $28.99 was the cheapest and I want to pay what was quoted on my new confirmation number and printout. He stated he would back date in and correct it and it was never done, I was not aware of tht until I returned the car. They reciept was in bulk nto itemized and very confusing. They did not state they already took charged $110.00 on my $50.00 dep fee card I put down. When they asked me to pay $148.00 I paid with my bank atm card. Once I left I realized I paid $148 plus $110. I did not have time to aruge as I was on my lunch break. I went in my next day off with all recoets and inf and spoke with ******* again he stated to accept the amount I brought in aug 26th. I would have to pre pay for rental and have insurance pay me back. I was never told that or I would have left and went to another rental place. He stated my account was closed and to bad. I contacted corp head quarters, they have 2 complaints ib file but cant refund me because its per location to refund me.

Desired Settlement: I was refund. They should not have actually charged a thing. per quote online which is how enterprise tells you to look up prices 30 days total is $572.00 my ins pays up to $600. I think my ins who has been arguing with them too and myself should be refunded alone with all the poor peple that have been scammed by them. If you look at **** all people have the same problem but I refuse to let them take advantage of more people. Im here not just for my slef but for all people they scammed.

Business Response: We have made multiple attempts to reach this customer and have left many voice mails and she has not returned any calls.  The customer was charged and refunded the correct amounts on the contracts that were typed correctly per either the agreement with the insurance company or the body shop that was connected to her rental. Her main issues are that she found a cheaper internet rate while she was in an insurance rental and wanted us to charge her that amount. Her other issue is she read a few complaints online that say people got scammed so she is under the belief that she is experiencing the same thing by proxy of the internet. To date we have not heard back from the customer.  If she follows up we will let you know.

11/4/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I rented a Jeep Compass SUV and during my walk around vehicle I was not careful enough to pick out two very small concave impressions in vehicle. One was on the drivers side front wheel well cover, the other at the crease in the passenger door where the door closes. I did not cause these dents I never even opened the passenger door I only used the driver door and hatch to load a box. When I returned SUV the next day *** walked right up to the car with a dent scale in hand and went straight to where these small impressions were. In less than 5 seconds he wanted to accuse me of causing these dents. I told *** I didn't even open passenger door no one ever road in the car only me driver. I felt like I was ensnared in a spider web because at the initial vehicle inspection *** and I did a quick walk around and I could not see these small dents. Upon return *** was already prepared because he walked right up to the car and said " there is a dent here..." and quickly walked to other side of car and said " there is also a dent right here..." I asked *** to show me the vehicle inspections from the last renters and he refused to show me the documents. Rather he said "corporate keeps all the papers I don't have anything to show you." I feel like I was taken advantage of and I don't want this to happen to someone else, Enterprise rent-a-car in Manteca, Ca is crooked, they know it and now I know it.

Desired Settlement: I will not be held responsible for the false accusations about causing these concave dents in rented SUV.

Business Response: We have contacted the customer and they aware that they will not be responsible for the damages. We explained the reason we were calling, and thanked them for there business. The customer is fine, and is well aware that the damages have been waived. I also just looked at the date of the complaint which was from the 10th and we just received it. Regardless the customer is fine. I will send out a note to the DRU to not pursue, just to cover our bases.

Consumer Response:  
Better Business Bureau:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

8/27/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: My vehicle was hit 8/8/14, the other party took responsibility and their insurance provided me with a rental car I recieved 8/11/14 delivered to me from enterprise to the auto body shop. I returned the rental on 8/13/14 to the auto body shop where it had been delivered to me on 8/11/14, and I was instructed to return it there as well, and nobody from enterprise was there to recieve it from me at 5:00 pm. An hour and a half later at 6:34pm I recieved a phone call from enterprise saying I had damaged their vehicle, which is absolutely not true. The next day 8/14/14 I tried to go to enterprise to see the vehicle and obtain photos at 7:30 am and they said they had already shipped the vehicle to their auto body shop in Sacramento,CA and I wouldn't be able to get any information or photos until 5-7 business days. How is it they can try and pin the damages on me when there was nobody there to recieve the vehicle from me, nobody did an inspection with me saying there had been damage done, I signed no paperwork returning the vehicle, how do I know they didn't damage the vehicle when they drove it back to their lot and now they are pinning this on me. I understand I signed their waiver, however I returned the vehicle in the same condition I recieved it. The girl who did the walk around on 8/11/14 upon recieving the rental truck didn't climb up on the hood of the 4x4 truck to inspect it, the damage could have been there prior to me recieving it, or it could have been overlooked/missed. Bottom line I did not do any damage to the vehicle, and now enterprise is saying I cannot have any pictures or information for 5-7 business days and they're assistant manager ***** is being so unprofessional towards me, I am the victim being blamed for something I did not do, and how can they say I did it when nobody was there to get the truck from me when I had first arrived at the auto body shop.

Desired Settlement: I want this resolved in a professional manner, and not be held responsible, nor charged for the damages I did not commit.

Business Response:

Good Afternoon.  Our area manager reached out to the customer and his comments are below.  Please advise if you need anything further from us.  Thank you.

I spoke to Mr. ***** last Thursday regarding this issue. He was a ***** *** customer who we delivered a vehicle to at the shop. When he was done he left the vehicle at the shop and when we picked it up from the shop we noticed dents on the hood. We picked up the vehicle about 15 minutes after he dropped it there and we called him with in the hour to talk to him regarding the change of condition of the vehicle. He was adamant that it occurred after he dropped the vehicle and that it was our fault for not having an Enterprise representative at the shop to check in the vehicle.

I explained to him the research process that we do to make sure that it was not missed damage and that I would be getting back to him on Tuesday, 8-19, after I researched the previous tickets and got the photos of the damage from the shop. I researched all and saw that no damage was marked on the previous rentals, but from the pictures it was hard to even see the damage. I let him know that we would not be pursuing him for the damages but thanked him for his patience to allow me to research the damage. He was grateful for me getting back to him and for Enterprise dropping the claim.

8/20/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Enterprise claims that my concerns are there until it comes t money. I have my work and personnel truck at the dealer ship for warranty work and the dealer is picking up the cost. I have been told by ****** ****** the Assistant manager that I need the extended insurance at a cost of $15/day so that I need not to worry about any claims incase something happens to the vehicle. This would cover 100% of the vehicle. I agree as I have to drive 45 miles one to work each day and use this vehicle on my work site. (what choice do I have at this point)I was hope full that this would only be a day or two but it has gone on for 13 days and ****** called and wants to charge my card again which I think that I need to do. I then call the dealership and ask them for help on this matter and the service guys says to me I just got scam they should have told you to use your own insurance! I call my insurance and Progressive gives me the details and yes the do up to no road side assistance. So I have been paying for insurance twice. I then go to the enterprise office and I confront ****** in the Scam and tells me in his training voice how I misunderstood and that he offered it In a way that It would only alleviate claims if I did not use my own insurance! This is not what he told me and I want it cancelled now, he said he was sorry but could not help me and did a walk around on the vehicle and had me sign off. Very Poor customer service and a Scam at best for their interest not the consumer as if they could not be more up front and allow the consumer to digest the right decision when in a time of need. I am sure they are trained to speak this way to lead the consumer away from reading the details!

Desired Settlement: I want a full refund of the money that I have paid for, on extra insurance and I want them to be more honest with their customers when in a time of need. There is a lot of PSI giving up your vehicle and renting another one especially when I am paying for it!

Business Response: We have contacted the customer and have agreed to refund the amount disputed. 

Consumer Response:  
Better Business Bureau:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

8/7/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: my fiance and myself needed a minivan for a short period of time and were quoted a price of around 120 dollars if brought back the next day by 4 pm, Knowing we were going to be late we contacted enterprise to inform them and was told no problem, they gave us a new quote of 228 dollars. when my pregnant non confrontational fiance showed up before work to drop off said van they sprung over a hundred extra dollars on her saying she misheard the quote, i know for a fact she did not mishear the quote since the phone was on speaker for both of us to listen, we were told on monday you will owe us two hundred and twenty eight dollars,i called and spoke with the manager and was treated as if i didnt understand daily prices and what a contract meant, he was rude and very condescending when i asked to speak with someone else he laughed and gave me a 1800 number that ultimately led me back to his store and to speak with him. We are not a high income family but this complaint is not about the money but about the service,after speaking with the manager and playing the runaround i did some research online and found several others complaints about sneaky practices and poor to rude service im not really sure what else to say other than im disgusted and do not want to return (side note)the receptionist had excellent customer service

Desired Settlement: with the lack of customer services i would ask for my money back but i know its a pipe dream

Business Response:

Good Morning, my Area Manager's response to this concern is below.  Please advise if you need further information. Thank you!

I just talked with ****, the fiancée of the renter, in regards to the dispute of the final charges. The customer, ******* *****, ************** originally rented the vehicle for one day, $85.99 + Tax and coverage, CDW $14.99, RAP $3.00, PAI $3.99 for a total of $114.42 per day. Mrs. ***** called in on Saturday to extend out till Monday and wanted to know how much it would be. We extended her out for two more days and let them know that it would an additional $228.84 to extend out till Monday. She then gave us the approval to run her debit card for that amount to cover the difference. When Mrs. ***** returned on Monday she thought her total bill was $228.84 and not $323.91 that the three rental days was actually for. When we asked her if she understood that everything was on a per day basis and she said yes. However, since we told her it was $228.84 when she called in to extend that she felt that we miss led her on the total and did not communicate it well enough.  We confirmed once again if she understood the original per day price was $114.42 and that they had the rental for three total days which would equal a total rental bill of $323.91. Once again she agreed with that, but since we told her it was $228.84 she felt that what the total bill should have been. ***** then split the last day taking care of $57.00 to make sure she was completely satisfied and Mrs. ***** said that would be great. Her fiancée, ****, called back later wanting further explanation of this and the total charges. ***** once again explained everything the same and the customer did not agree with only taking care of $57.00 and did not like how ***** was speaking to him.

When I spoke with **** today he told me that he understood how the daily charge worked as well, but since we did not communicate that difference well enough that his total bill should have been $228.84. **** told me that they actually did not even need the car for Sunday but since we were closed that they had no choice. I offered to refund him back $100.00 more on the rental for a total of a $157.00 refund of the bill. He stated that would be very generous and that money is tight for him. He was very thankful for me calling him and spending the time to listen and make his rental experience better. He let me know that he will continue to use ERAC in the future and was thankful for my time and overall appreciation of great customer service.   

 

7/11/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I recently rented a car from Enterprise Rent a Car from 6/19/2014-6/24/2014, for a road trip for myself and 6 family/friends. I was issued a black, 2013 Ford Exployer. Long story short. I filled up in West Sacramento at Chevron on Jefferson and got on the highway towards Bakersfield CA. Upon arriving to Bakersfield CA, it was time to fill up. I stopped at a Shell gas station, initally I pay $30.00 with my debit card and I had $60.00 cash,since gas was split 7 ways. After the first transaction ended, I went inside the store to put $60.00 on the same pump. Once I started the pump on $1.72 of the $60.00 went into the tank, before my sister started shouting "stop the pump the gas is leaking out the bottom of the car". The gas tank had busted, thank God we were not on the road while this happened.I Immediately stopped the pump and called Enterprise Roadside Assistance. We were stranded in Bakersfield for 3 hours before getting a replacement vehicle from National Rent a Car. The replacement vehicle was so small, we were literally sitting on our luggage, Enterprise told us they could not do any better getting a more suitable vehicle in that area. We called several Enterprise locations along the way and was unsucessful in getting a bigger vehicle.I called and spoke to the office manager at the West Sacramento location to inform him that Ford had an open recall on this model car. I was in shock and utter disbelief with his response. "the recall is not for this car, this car has been repaired".Enterprise and it's employees were aware that they were renting out a car to an unsuspected customer, that is known to them to have or have had a defect.To add insult to injury I was accused by the office manager that I caused the damage to the car and the gas tank. I am livid at the disregard expressed by the staff at the West Sacramento Enterprise office, and also at Enterprise's moral and ethics policy that allow them they rent out vehicles with active recalls, as major as the gas tank.

Desired Settlement: I would like a full refund for my rental period, compensation for waisted time and stress for each passenger. And I would like an apology from Enterprise.

Business Response:

We have been in discussions with the customer and let her know that there was not an unrepaired recall on the vehicle she rented. The only recall was from September 2013, which our vehicle repair department confirmed the repair of the recall was for child safety locks and replacing the fuel delivery module.  At that time the tank was lowered down and the fuel pump was replaced.  This assembly is located inside the tank, and the tank was accessed from the top.   The recall repair was performed in September of last year and is unrelated to the current damaged to the underside of the tank.  The repair shop stated that there is no way the vehicle could have made it to Bakersfield with this type of damage.

 

 We have sent her the picture and information on the  recall because she is still stating that she didn’t run over anything.  I explained that she may not remember or even noticed that something flicked up and caused this damage. 

 

 

 

 

5/2/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I Rented a car through this location after an accident through my insurance. I requested a compact car similar to my current car an Accord. When I got there we took care of the paperwork and the net rate was about $26 per day. They then told me that all they had available was an suv..although we walked passed a sonata that was being washed. I asked about my rate made sure it would still be at $26 per day and went on my way. Now my insurance policy pays $50 a day for a rental car and pays me the difference of what I don't use. I had the car for 12 days I drive a lot for work so my gas expenses doubled. when I dropped off the car I verified the price per day once again and was told it would be at the price on my contract. roughly $312.. Great I'll get a check for $288ish. 50*12=600. I received a check for $1.25. They changed my daily rate to make sure to use all of the $600. Does not get more crooked than that.

Desired Settlement: I'd like the difference of my contracted agreement and the $598.75 that was actually charged.

Business Response: This complaint has been resolved between Enterprise Holdings and the customer. The customer is satisfied with the response and outcome that we provided. If there are further questions or inquries please let us know.

Consumer Response:  
Better Business Bureau:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

4/11/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Complaint is about:Enterprise RentaCar8420 Elk Grove BlvdElk Grove, CA(916) 683-2500On Saturday, March 15, my fianc rented a car from the Elk Grove Enterprise; by the Auto Mall, to drive to the Bay area. I used my cosmetic bag at 11:00 pm and placed it under the passenger seat. My fiance and I were the only individuals with access to the vehicle. The car was returned by my fiance; while I was asleep, Sunday, March 16, at 9:00 a.m., my cosmetic bag was still under the passenger seat. This was realized at 2:00 p.m. on March 16, at which time the store had closed. Still, we visited the branch; staff were still onsite, and the cosmetic bag was retrieved from the lost and found. Immediately I noticed how light the bag was. When I opened the bag, several of the contents were missing. The contents were stored in a ziplock bag so not to spill. Making it impossible for them to have somehow fallen out. The contents were clearly removed. Details of the contents and their value are listed below:-Lorac Pro Palette Valued at $42-Benefit Rockateur Blush Valued at $28-Benefit Hello Flawless Powder Valued at $34-Japonesque Brush Set Valued at $20-Stila Lip Gloss Valued at $5-Lipstick Brush Valued at $5-On Monday, March 17, I contacted Vice President, ***** ***** (916.787.4500, ext 229 ). When we connected, I shared with her the situation, just as stated above. She indicated that she would contact the store manager to investigate, and that someone would be in touch with me to follow up.On Thursday, March 20, I followed up with a voicemail to ***** *****, after not hearing back from anyone from Enterprise.On Friday, March 21, ***** ***** returned my call, and informed me that the branch manager said a voicemail was left for me earlier in the week, and that a black plastic bag had been found and I could come take a look. I had no voicemails or missed calls. I immediately contacted the store manager; ***** (916.********), to make arrangements to come see the lost and found after my work day ended. I also clearly informed him of the situation as stated to ***** *****, and detailed above.I arrived to the Elk Grove Enterprise, March 21, at approximately 4:45p.m. Introduced myself to *****, and looked in the lost and found. My missing cosmetics were not there. I also explained with great detail how the bag was left in the car, and how it was found. He assured me he had confidence in his staff, that they would not have taken the items; however, he did not assure me that he did a thorough investigation. He explained that 5 people worked that day; however, only 2 people cleaned the cars, and he only asked those two individuals about the cosmetic bag. He did not ask any of other employees that worked that day; although they have access to the facility including lost and found, nor were any store camera/video reviewed. He also reminded me that it was my fault for leaving the cosmetic bag in the car; which I agree. This still does not excuse Enterprise staff perpetrating petty theft.As a consumer, I am extremely disappointed with the lack of attention Enterprise put forth into investigating the reported theft, as the contents valued at over $135 only became unaccounted for while on their premises. Customers considering renting from this location, should be aware that this branchs management will; rather than address an ethical issue concerning its employees, deny and not thoroughly make right of a wrong situation.Both the ***** *****, VP, and location manager, ***** were informed that a thorough complaint would be provided to the BBB. In addition, I intend to inform my organization; with heavy travelers needing car rental, and others who are known to use Elk Grove services, of this incidence and the lack of resolve.

Desired Settlement: The store should be held accountable for their staff's actions. The merchandise was repurchased on the evening of March 17, and receipts were obtained, which I can provide. I rarely use the said cosmetics, so they were practically new; however, I can also pull records of the original purchase dates for these same products if necessary. Reimbursement would be just after a thorough investigation by management/corporate on who accessed the cosmetic bag and removed the contents upon the car's return

Business Response: The complaintant was not the customer who rented the vehicle from us and I have not personally spoken to our customer concerning the incident.

I received the complaint from Ms. ******* who was a friend of the person that rented our vehicle.  I investigated what I could investigate given the fact that the bag was given back to Ms. ******* immediately following her return to the branch. We spoke with the employees that dealt with her and did what we could to retrieve the items that she forgot in the car. Our employees checked the car again after the customer stated that there were items missing but did not find any additional items. I asked the passenger Ms. ******* to return to the branch to look into the lost in found to see if there were any items that were in there similar to the ones she thought were missing. She did so and did not identify anything. During her visit at the branch she spoke with the manager and accused the branch employees of taking her make up. She went on to complain loudly to other customers in the office on a busy friday. She disrupted our business after we had respectfully tried to help her locate her lost items. Ms Barclay has no proof that these items were in there and even stated that during our first conversation. She stated when she came initially  to pick up the make up bag she thought that the other items may have been in another place but after looking where they could have been she realized that she must have left them in the car. At this point since we have concluded our investigation with our employees I am respectfully declining to reimburse the complaintant for items she has no proof were in the bag.

Thank you, ***** *****
Vice President/General Manager

Consumer Response: I am rejecting this response because:

In response to: "The complaintant was not the customer who rented the vehicle from us and I have not personally spoken to our customer concerning the incident."

The customer who rented the vehicle is my fiance, he was with me at the time of the each visit to the branch location. When I spoke to ***** *****, neither time did she indicate/suggest a need to speak with him. I am happy to have my fiance follow up with an inquiry for further investigation if necessary.

In response to: "I investigated what I could investigate given the fact that the bag was given back to Ms. Barkley immediately following her return to the branch."

***** advised me that she was going to ask the manager to look into the missing items and they would call me back; which never happened. After a follow up call to Susie, I was informed that she had been traveling and ***** was supposed to have left a voicemail; which I never received. Further, *****, Manager admitted that only the staff that cleaned the car were asked about the cosmetic bag; he admitted that 5 people worked that day, but he only asked two of the five employees. This does not indicate a thorough investigation.

In response to: "I asked the passenger Ms. Barkley to return to the branch to look into the lost in found to see if there were any items that were in there similar to the ones she thought were missing. She did so and did not identify anything."

I explained very clearly to ***** that the items missing from the bag were securely sealed in a secondary (ziplock) bag; the ziplock was still in my cosmetic bag--but empty. I went back to the branch (3/21/2014) to see if the cosmetics were there and ask *****, manager what he had done to investigate his employees; I also very clearly explained to him what was stated above to Susie--the ziplock bag remained, but had been emptied.

In response to: "During her visit at the branch she spoke with the manager and accused the branch employees of taking her make up. She went on to complain loudly to other customers in the office on a busy friday (sic). She disrupted our business after we had respectfully tried to help her locate her lost items."

As ***** ***** was not present during my visit on Friday, March 21 and discussion with *****, manager, it is unfortunate to learn that my demeanor was misinterpreted and misconstrued. I am unclear how I "disrupted" business. My fiance was with me, when I entered the store, we were the only
two non-employees there. ***** was at the front desk. I politely introduced myself and we began our discussion. My tone and volume during the conversation remained the same the entire time. I clearly asked what had been done to investigate; who was questioned that worked that day, and if cameras were reviewed. While, ***** conveyed that he had 100% faith in his employees inability to steal, (saying that they knew they would be fired) and therefore he had no reason to ask more than 2 of the 5 that worked that day. Because I am certain that my belongings were in the bag prior to the car being returned and were not in the bag, after it was left and soon retrieved, I wanted to know how/where the cosmetics could possibly have gone. I repeatedly said; no less than six times, to *****, "you should review the tapes," and "you should ask all of your employees that worked that day." During this conversation that lasted less than 10 minutes, I never took my eyes away from *****, I did not even realize customers had entered the store. Any cameras/audio could also account for my demeanor and tone during that time, I remained respectful and professional. Upon leaving, I made a statement to the customers that were present, which was clearly: Don't leave anything in the rental car when you return it. Make sure you get all your belongings out, because you may not get them back.


In response to: "Ms ******* (sic) has no proof that these items were in there and even stated that during our first conversation. She stated when she came initially  to pick up the make up bag she thought that the other items may have been in another place but after looking where they could have been she realized that she must have left them in the car. At this point since we have concluded our investigation with our employees I am respectfully declining to reimburse the complaintant (sic) for items she has no proof were in the bag."

***** ***** has either done a wonderful job of manipulating my words, or truly is demonstrating a misunderstanding my gentleness when speaking to her. I am a woman of integrity and do not believe in stealing, or accusing others of something before I know the facts. When ***** and I spoke, I did say that I second guessed if I left the cosmetics elsewhere when I saw my eyeshadow palette missing, but quickly realized this could not have been the case when I saw that my finishing powder was also missing (I know I saw it the night before and opted to not use it). That is when I realized I definitely didn't leave the cosmetics anywhere but in their respective bag; which unfortunately was left under the rented car. All the same--for my own peace of mind--and not wanting to blindly accuse an organization or its employees of theft, after questioning the employees I still returned home to check. I did communicate that I covered all bases, but that didn't mean I wasn't certain they were ever in the bag, it simply means I can now say beyond all else I am certain that Enterprise, Elk Grove is the last known place of my missing cosmetics. Unfortunately, sharing this with ***** ***** was both pointless and used against me to evade conducting a thorough investigation. I called and left a voicemail with ***** when I departed the branch and told her my intentions to submit this report after my experience with ***** in the branch and his lack of actual investigation.

Being a nationally known and used agency, I would have expected an actual investigation to have been conducted by Enterprises' management within that branch location, or an honest dialog about my fiance needing to be the main point of contact in this situation, rather than implying that General Manager/VP, and branch manager were respectfully handling the situation as if they did not have to do so/were doing me a favor; as I was "a friend of the customer" as ***** so eloquently stated. A company should want to be held in highest regard by thoroughly researching such incidence. The fact is, this did not happen. If there was 100% employee confidence, 100% thorough investigation would have been done to prove me wrong, instead of using choice details and manipulating them to imply this is a non-issue. I would not have spent time (this has been a tremendous inconvenience to my time) submitting a complaint; calling the VP, calling the branch manager; visiting the store; informing consumers through Yelp; rejecting the above said, of this incidence unless I truly believe this was a valid issue worthy of someone's time. My fiance had/has no problem following up with this situation. Again, ***** never indicated that she would have better addressed it with him; the customer, reading it in her rebuttal was the first I learned of it.

It is very clear that this issue will remain unresolved. I will; and my fiance, will never use Enterprise services again. I will share this incidence with any and all I encounter, if and when the subject of renting a car and reputable agencies arises. I will also share this incidence with my organization's procurement and purchasing department, as many of our staff are constantly traveling and needing car rental. I have also shared a review on Yelp and will share a follow up to the outcome; and lack of resolve.

Many thanks to BBB for your time and attention.

Regards,
****** *******

3/2/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I was told that I would not be charged for Sunday the 26th of January or Monday the 27th of January as I had a family emergency and had to return to NC. ***** from Enterprise told my fiance that they would not pick up the car but that tjey would not charge me for those two days. They have now charged me, a manager will not call me, they are doing nothing to try to fix the problem. I keep being told the manager will contact me and a week later and still nothing.I expect them to stand by the word of their employee ***** and not charge me for two days.

Desired Settlement: I would like the 2 extra days they charges as well as the tax on that amount

Business Response:

Good morning, I received your email with the customer concern, but I'm not certain this belongs to our group.  Can you tell me what city the car was rented in as I was not able to locate them in our system.

 

Thank you,

***** ********

Business Response:

Hello -  This concern was addressed and responded to last month. I have included the comments and resolution from my area manager.  Please advise is this is not sufficient. Thank you!

 

I spoke with the customer and listened to her concerns.  She stated that she was happy with the customer service that she received at the beginning of the rental, but was upset about what happened afterwards.  The customer had a personal emergency and had to leave to car at her house.  She called the 800 number who stated that we would be able to pick up the car on Monday.  My office was unable to pick up the car on Monday and so the vehicle was later returned several days later.  I apologized for the confusion and let her know that I will be stopping charges as of Saturday night.  Customer is very happy and thanked me for my help. 

Consumer Response:  
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me.

Sincerely,

***** ****** *****


Customer Review(s)

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Customer Reviews Summary

3 Customer Reviews on Enterprise Rent-A-Car Company of Sacramento
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