Complaint Review: enterprise rent a car

I had a bogus damage claim from the Maui Enterprise in March of 2010 that I never heard anything about again. Until yesterday, 14 months later when I got a letter from a Collection Agency. I had assumed the claim had indeed been found to be pre-existing.

I read all the reports here and was prepared for a fight and to add my entry here. I saw the responses by Rich and others from Enterprise saying that they care and apologizing for the inconvenience and to please email care(at)enterprise.com for escalation.

I decided to email them first and see what happened before I started posting here and pursuing other outlets to gripe. I sent my story to them at 8:45pm MT last night and was stunned to get a response from Rich himself less than 30 minutes later. He said he was forwarding my matter to the Honolulu Regional office and to the Risk Manager for investigation, whom he named. He told me if I didn't hear from her in 2-3 days to email him back and he would further escalate it.

At 2:50pm MT today, only 16 hours later, I received an email from the Risk Manager he had named and she apologized for the entire situation and said that she had it removed from the Collection Agency immediately.

Her email said "Enterprise Rent-A-Car prides itself on offering a superior product and that also includes superior customer service and claims handling. I again apologize that your claim was miss-handled and would ask that you give us another opportunity in the future to serve your travel needs."

I am truly impressed and even still in shock a bit by the speed and efficiency by which this was handled.

I really recommend that anybody with a claims issue they feel hasn't been handled appropriately follow the same procedure I did. It's obvious that Enterprise is trying and is concerned about their reputation and the consumer perception.