Enterprise Rent-A-Car Damage Recovery Unit - Atlanta Bogus Claim Notice for Preexisting Indent / Atlanta & Tarrytown NY, Georgia

(12/1/11) I received via email, my first communication from the DRU in Atlanta, Georgia. They state the following which the amount was listed in the "Re" as "Balance Due: $622.51":

"Dear Sir/Madam:

After further review, we have closed the above claim for damage/loss to our vehicle.

Thank you for bringing this concern to our attention. Our goal is to provide excellent customer service to our customers. We appreciate your cooperation in this matter and apologize for any inconvenience this may have caused you.

If you have any questions, please contact our office.

Sincerely,

Enterprise Rent-A-Car

Damage Recovery Unit..."

11/23/11)  Minus some telephone tag, I received a call from the David Barcomb/Area Manager in White Plains, New York.  He advised he pulled the tickets for the vehicle and researched the history of the vehicle.  He then advised me he instructed the DRU in Atlanta, Georgia to close down this incident. I requested a confirming email which I received (read below):

Good Afternoon Mrs. ------, I would like to personally reach out to you and apologize on behalf of my staff in reporting this incident. As we spoke I informed you that I have informed the DRU to close down this incident for we will not be pursuing you in regards to this claim. If there are any other questions please feel free to reach out to me at anytime.

I wish your family well and a Happy Thanksgiving!

-Thanks Dave Barcomb
David Barcomb
Area Manager
White Plains, NY 10607

Mr. Barcomb was very professional and a pleasure to speak to. 

I did advised him I would be following up with the DRU (Damage Recovery Unit) in Atlanta, as a I want a confirming letter from that office. 

In the interim, I received a letter from John Katzenstein/CW Bureau of Consumer Frauds and Protection for the State of New York, advising they received my complaint and would intervene possibly via mediation. 
They forwarded a copy of my complaint to the company requesting a statement of their position and possible adjustment.

I will be advising them in writing of the resolution with Enterprise once I receive the confirmation from the DRU in Atlanta.  

I encourage Enterprise to be as proactive in these types of instances and to continue to handle consumer complaints at this site until there are no more complaints.  They corrected a wrong.  Bravo Enterprise, bravo.  
 

With close to 200 complaints on this website, alone, I believe they should change their name to Criminal Enterprise!!!

Very interesting, to say the least.  After reading your initial report, I searched the web for issues involving Enterprise.  To say that there are MANY complaints is an understatement.  And a great percentage of the complaints are the same as yours - being charged for damages that were already present on the vehicle before renting, or damages that mysteriously appeared long after the vehicle was returned.  And, of course, these reports were from people who had resisted the high pressure tactics used to purchase their damage waivers.  And the other complaints were mostly about customers being charged for the damage waivers without being informed that the employee had secretly added it to the contract ( you know the drill - " sign here, and initial here, here and here " ).  I hope you update your report once you actually ( if ever, that is ) hear back from Enterprise.

(11/17/11) Enterprise Rent-A-Car responded with an initial case reference number, and via that link, I received an email from a young lady ("V.F.") advising that my report would be sent as an "escalated message" and sent to the Regional Manager of the location where we initially rented their vehicle.  

Weve taken note of your complaint and we would like to have the opportunity to look into this concern for you. Please send us a detailed email to care[at]enterprise.com including the exact rental location information, your contact information, your rental agreement and/or damage claim or "DX" number and any further information.

When emailing, please list Reference Number 111116-000368 in the subject line. We look forward to hearing from you.

Respectfully,
Genelle
Enterprise Rent A Car

As a former employee of Enterprise, I can tell you that I fully believe everything you stated in your report, as I have personally witnessed such malevolence. And, surprise, Enterprise is widely known for pulling this type of activity with their customers.  What puzzles me is that there are any customers left for Enterprise to cheat.  Do you know WHY they did this to you ?  It's because you declined to pay for their "Damage Waiver" ( it's not actually insurance, but you are lead to believe that it is  ) for which they charge an additional $30 a day ( pure profit on their part, by the way ).  Another interesting item is that I have read reports of Enterprise refusing to honor the Damage Waiver if the damage to the vehicle is over a certain amount, regardless of what they tell you when you are signing the papers and forking over the money.  Enterprise will get you, one way or another.