Business Profile

Auto Rentals and Leasing

Enterprise Rent-A-Car

This business is NOT BBB Accredited.

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Important information

Customer Complaint:
BBB has received consumer complaints against Enterprise Rent A Car St Louis which allege the breakdown of cars recently purchased, damage blamed on renters which is disputed by the renters, and poor customer service.

Complaints

This profile includes complaints for Enterprise Rent-A-Car's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

4,322 total complaints in the last 3 years.
1,669 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:11/24/2022
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 11/22/22 I arrived at 9:30 am to the Enterprise office to pick up our rental car reserved since 11/02/22. First of all I was told that could not pick up vehicle till 12 pm because they did not have the vehicle they where out to get it. So I waited there till 12:00 pm and they told me they did not have it yet. Then when ask at 12:30 pm they told me the vehicle was across the plaza getting four tires on it. Then at 1:00 pm told me the vehicle is not drivable for a couple of days. I asked them to give me anything because I had taken off from work to leave the state of Florida to drive to South Carolina for thanksgiving to spend with our family. Office told me sorry they could not help me with anything. I was not able to get my family down to South Carolina as I was lied to all morning and missed my pre rush travel plans. It was just too late to find a car somewhere else and leave we would have had to travel at night. I am so upset because this franchise and office was misleading and did not fulfill their part of our agreement. I have rented from many companies before and never have I experienced this lack of professionalism and blatant disregard to for customer service. I also called enterprise management and let them know and was told I would hear back from a manager to assist and they never called me. I decided to write to you because I did not know who else to notify of this horrible deed. Thank you some much for taking the time to listen to my experience and horror. Hope to hear back from you.

***** ******* ****************** ************
Business Response
Date: 12/29/2022
Thank you for the opportunity to respond. Area Rental Managers, ****** ****** ****** and ****** ********, have attempted to contact Mr. ******* on numerous occasions, leaving voice messages in the process. Attached is the e-mail sent to Mr. ******* yesterday afternoon. Please close this concern and if Mr. ******* reaches out have him call ***** ******** directly.
Business Response
Date: 12/29/2022
I have attached an image of the email since the original file did not work. Please let me know if you need anything additional.
My name is ****** and I am the Area Manager who oversees the Enterprise Rent a Car location in ****** *****. It was brought to my attention that you recently had some issues while trying to rent at our location, and will like to get more details from you. Please let me know a good time to call you and the best number to reach you. I will be happy to assist.
Customer Answer
Date: 01/10/2023
I have not been able to talk with this company. I was out on a cruise when they called and they never called back and never emailed me.
Initial Complaint
Date:11/23/2022
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Tuesday November 22, 2022
Hi there I rental a car from enterprise Monday November 21, 2022 last night the car wouldn't start tried calling the emergency road side assistance and the were trying to charge me $55 for a tow truck to come out I told them I wasn't paying them $55 because it's not fault and I was never told there would be a charge when I pick up the car Monday. Then I had to call my insurance company ***** to explain what's going on and they contacted enterprise and had someone come out to check it out and jump the battery but it wouldn't so I had to call back and explain what's going on again and they sent me a **** to go to the Salisbury airport where there was a enterprise to switch out the rental. I got in the **** car with my 5 year old son and the **** took me to Salisbury airport to enterprise when I arrived at 10:14 pm I walked to the building and it was closed. Enterprise was not supposed to close till 1030. Now I was sitting outside in the cold weather at 29 degrees weather freezing with my 5 year old son trying to contacted enterprise couldn't get them to answer so I had to call my insurance company again I waited over and hour and 15 minutes outside in the freezing cold to wait for another ****. They came took me home at 1145 then enterprise called and had a tow truck finally come get the car at 3am and now I have no Rental car to drive and I had to get to work in the morning. I had to get another **** to take me to my job this morning. I've called enterprise this morning to get a rental car sent to my job now I have to wait. I feel sick from being in the cold and I'm still waiting. Please call me at *** *** **** for more information this is my first doing this and I don't know what else I'm missing.
***** ****** *** ****
*
******** ** **********
***** ********
Business Response
Date: 12/14/2022
Thank you for the opportunity to respond. Here is the response from local management:
"I spoke with the customer on the day of the Complaint. She explained the concern came from the Roadside assistance providing her an **** to the Salisbury Airport at 10:15p that night and the branch being closed. The **** had dropped her off leaving her stranded outside with her 5-year-old son. Branch **** assisted with a delivery switch out at the customer's job so she would have a means of transportation. Since then, she has switched into a different, more suitable vehicle.

The insurance company set a last day for 12.15. The customer is authorized by the branch an additional 3 FREE days to cover her rental through the weekend while she looks for a new vehicle as her vehicle was totaled.

Please let me know if there is anything additional, I can assist with."
Initial Complaint
Date:11/22/2022
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I contacted my insurance company (***) regarding damage to my vehicle. They routed my rental reservation to Enterprise near my home but I needed it to be changed to Bayonne NJ. I had to wait until my repair could be scheduled so I dropped off my vehicle on 11/21/22 and had a car brought to the shop that not only was dirty outside but the car smelled like cigarettes. I told Enterprise that I had the same problem previously at the same location. I informed the Enterprise rep that I would try to swap the car at a location nearer to my home in Freehold. I called the Freehold location and they said that they didn't have any cars available that I should try again tomorrow. As the nightmare continues, the vehicle has a severe vibration in the front end when braking. I called 6 other locations in central NJ to try and swap vehicles and they all claimed to not have any vehicles available. The last location that I called in Red Bank NJ told me to try getting a vehicle at Newark Airport. I called and confirmed that I would be able to swap the car for a comparable full size car. At the Newark Airport location I was made to wait 45 minutes before a woman named ****** said she was the manager and that I should return the vehicle back to Bayonne to exchange it. I tried to explain the situation and she offered me a sub compact car. I again told her what I was told that I was assured that I would get the vehicle that I requested. The woman then told me that if I didn't want the exchange vehicle she would cancel my rental contract. Which she did. Then she claimed that she felt threatened and she left me with no vehicle and no way to get home. She then told me to leave as I was trespassing and she called the NYNJ Port Authority Police. After i told them.what transpired they eventually escorted to rent another vehicle at Avis which is not contracted to do insurance Rental rates. The vehicle that I rented is costing me $547 when out of pocket I should be paying $11 daily.
Business Response
Date: 12/15/2022
Thank you for the opportunity to respond. Below is the response from local management:
Good evening,
BBB Consumer Complaint # *********
Unfortunately due to the interaction between the customer and our staff with several witnesses, we had called the authorities in to remove the customer from our facility.
Upon review we determined that for the safety and best interest of our employee, we were no longer going to do business with the customer.
Thank you,
***** *******
Customer Answer
Date: 12/16/2022
Complaint: ********

I am rejecting this response because:
I did not at any time during my interaction with the individuals at Enterprise conduct or act in a threatening manner. The manager ****** and another employee in the office area seemed to react in an aggressively hostile manner towards me when all I was doing was attempting to get a replacement rental vehicle for a mechanically defective car that I was rented at the Bayonne NJ location.
I have no interest in renting another vehicle from Enterprise in the future.

Sincerely,

***** *****
Initial Complaint
Date:11/22/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was in a car accident, gave enterprise Company, a $300.00 deposit as required because I didn't have a credit card, so gave them on debit. When I returned the car my cheque from them was supposed to be mailed out. I had moved from the address on file, so tbe cheque was returned to the company. I have contacted the company to request that the cheque be sent to the original location that I have rented from. Its been well over a month and still no cheque. The location manager has send over 10 emails to the account payable department and to this date no answer or reason has been given.
Business Response
Date: 11/30/2022
We previously sent two checks to the address provided by the customer *************************** when our vehicle was rented. Both of these checks were returned to sender as there was clearly an issue with the address provided and we were unable to contact the customer. After receiving this message, we resent the customer refund check to the updated address provided via ***** on November 29, 2022 which can be tracked via ************. We do apologize for any inconvenience and if anything further is needed please do not hesitate to let us know. Thank you

********************;
Controller
**************************************************
Initial Complaint
Date:11/22/2022
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was placed on the Do not rent list in 2018 due to an incident that was completely resolved that year. *** called many times and left messages with the supervisor after being transferred to someone who could assist me, had my account notated many times and told to call back if no one responded to my repeated calls, and emails. So three years later everyone I speak to have no idea why I cannot utilize the service nor have any idea on how I can get an actual call back from customer service.
Business Response
Date: 11/23/2022
We have reviewed the information on the complaint and cannot find renter suspension information. Does the consumer have another phone number or rental location we can search?
Customer Answer
Date: 11/23/2022
Hello,
Thank you for reaching out. I hope I can answer the questions presented. In 2018 the last vehicle rented through Enterprise was in ********** *******. Not only do I believe that my phone number is different from 2018, but also my last name is. At the time services were rendered my name was *************************. The phone number at the time may have been ************ or623-696-6479.
Please let me know if there is anything else I could assist with.
Thank you in advance.

*********************
Initial Complaint
Date:11/22/2022
Type:Customer Service Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I originally picked up a rental on Oct 24th, 2022. Everything was fine minus the lack of cars, up until the branch manager ***** was extremely disrespectful. He sent me a demand email stating that I should return the rental, and I thought it was odd because no one had made an attempt to call me from the branch to extend the rental. I had arranged immediately to extend the rental until the 15th and would let him know if I would extend the rental further. On the morning of the 16th, I ensured that I extended the rental until at least the end of the day. At approximately 9:30pm, one of *****' employees, ******, decided it was a good idea to start harassing me by personally texting me, unprofessionally and inappropriately demanding that I return the rental. I advised him that I just extended the rental already until the 17th via the National app, and that funds were available on my credit card to extend the rental to Friday the 18th. He started to threaten me with the risk department, and told me that I am no longer allowed to be in operation of the rental vehicle, even after I told him that I would not be returning the rental as I had paid for it. The past 3 rentals I have had with the *************** location. The first issue was a breakdown of a rental vehicle, leaving me stranded on the side of deerfoot, with no replacement vehicle, no compensation, or no apology. The second issue, an employee of the branch illegally charged my credit card for KM usage on the Rental Agreement when the contract had unlimited KMs, I had to contact you guys for months in order to get the money refunded, I even had to resort to demand letters. And now last but not least, being threatened by several employees, and what it seems as put on a *** list for NO REASON. I want to be taken off the *** list as I have done nothing wrong.
Customer Answer
Date: 11/22/2022
I rented from the *************** Location, please see the attached invoice for further clarification
Business Response
Date: 11/28/2022
Thank you for the opportunity to respond. Here is the response per our local management:
"The customer was unprofessional and cursed/abused the staff. The customer was constantly behind on his file, and the managers were doing their due diligence to bring him in. The file was behind as high as $540 at one point, as he constantly locks his credit card, because he knows we need to be ahead of payment at all times. This customer used to work for **********************. No further action from Enterprise as the staff were following the proper policies and procedures."
Customer Answer
Date: 11/28/2022
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.
I was behind yes, but the credit card was never locked. I had spoken to the branch manager and communicated that I would extend the rental and make the funds available to pay for the rental until the 15th. Which I did. On the 16th I made another extension, in the morning and again later that evening to pay for the rental until the Thursday.

***************** was extremely unprofessional texting me late at night. I worked for Enterprise 3 years ago, this information is irrelevant to my current complaint.
Ive attached a screenshot of the email where I communicated the extension with *****************.
I will no longer rent from you clowns.

Sincerely,

*********************
Initial Complaint
Date:11/21/2022
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On Wednesday 11-2-2022 @ 9:49 I was taken to Alliante Enterprise Rental, ************, at 2805 W. Centennial PKWY N. Las Vegas, NV. 89086 for a rental vehicle since I was involved in an accident to where the other car owner's insurance, ************, had to put me in a rental due to me being in an accident with their client and it was his fault. I was given a car and no paperwork from one of Enterprise's workers **. I advised him that I wanted to get full coverage insurance as I always do when I rent a car with Enterprise. ** told me I was good to go and that he emailed me the contract. Come to find out I never received the contract and ** never gave me the insurance that I requested. A few days later, I had a different person hit me while I was in the rental car from Enterprise. I called Enterprise and talked to a ****** there who advised me that they had my wrong email and that I wasn't covered on their insurance for what I requested. I went to Enterprise and spoke with ****** who found out that ** had entered my email incorrectly so that's why I never received the contract. She printed off the contract to show me that I wasn't given insurance that I requested. I asked to be added but I was denied by ****** even after I was told that ** was new and he always makes a lot of mistakes. I went back on Monday 11-21-2022 to talk to *********, the Manager, who advised me that there was nothing that could be done even though it was **'* fault. I told her that was a former customer privately and that I always get the insurance and I was told that doesn't matter. This company is going to not show that they will take care of the customer even if there employees are wrong. I need to file a complaint so I can have this for my attorney when I'm able to get one. Since I was told no by them I filed the accident on my insurance to which that shouldn't be that way.
Business Response
Date: 11/28/2022
Thank you for the opportunity to respond. Area Management has left a message with the customer and is awaiting a response. It appears that the 3rd party will be responsible for the claim. We will not be collecting the deductible in this situation due to the confusion.
Initial Complaint
Date:11/21/2022
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My car was involved in an accident - my ***************** reserved a vehicle from this company - it is now Monday - initial car was rented on Wednesday (late afternoon) and I have already been in 4-rental vehicles due to malfunctions and/or dirty damaged vehicles given to me - no apologies - no nothing - yet they want to charge me for an additional driver when I lost my time with my son's birthday and then WORK to top it off - I can see by their rating - they have -0- customer service skills and this is obvious after again my 4th rental in a matter of not even a week's time - now the 4th vehicle has a tire light on - this is a matter of safety as well. My anxiety is thru the roof at this point in time - they want to nickel and dime for everything but cannot provide quality service - a quality vehicle and have no customer service skills. What happened to customer service - what happened to the world? This is unacceptable - hours upon hours of my time and now work only to be given another car with another issue - AND NO APOLOGY at all - terrible and wouldn't expect a reply but I am filing this with the BBB and will make sure all social media platforms are made aware - no one wants to do their job anymore - this is a crazy enough world we live in and companies such as yours make it so much worse and add to the problem not part of the solution.
Enterprise - ********************************************* ************, *******
Customer Answer
Date: 11/21/2022
Enterprise - ********************************************* ************, *******
Business Response
Date: 05/04/2023
Thank you for the opportunity to respond. Charges were waived for customer service on this rental.
Customer Answer
Date: 05/05/2023
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,

*********************
Initial Complaint
Date:11/21/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I reserved a car for pick up at the airport as I needed to drive a ways for our planned trip. This was reservation was confirmed. I waited in line with 15 (yes, 15) others until 1 am (yes, 1 am) when they informed us that they would not have any cars until the afternoon. Employees asked us to write down our emails and information so that we could request a reimbursement for any related travel expenses. Well, that would be great, but that still hasn’t happened 2 months later. When I call customer service they inform me that I’ll see an email or some communication from the manager - I have yet to see that materialize. I won’t be using the airport car rental service at Boston again. A tip if this is posted publicly - the places in the city actually know their inventory.

In summary
1) didn’t have the car that was confirmed
2) said I would receive a refund for the inconvenience & other expenses incurred; which hasn’t materialized.
Boston Logan Airport Enterprise Rent a car
15 Transportation Way
East Boston, MA 02128
Customer Answer
Date: 11/23/2022
Boston Logan Airport Enterprise Rent a car
15 Transportation Way
East Boston, MA 02128
**** ********
Business Response
Date: 12/06/2022
Thank you for the opportunity to respond. Numerous attempts have been made to get in touch with customer:
Called 11/23, 11/28, 12/1 and 12/5.
Emailed 11/23 & 11/28.
Text 12/5.
We are committed to delivering on what was promised to the customer. Unfortunately he didn’t ultimately rent with us so we couldn’t find additional forms of contact. Customer still has not responded to any of our attempts to contact. We encourage them to so that we can discuss the matter with them further.
Initial Complaint
Date:11/20/2022
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was overcharged on my rental from the rate quoted.
Please see the attached "Reservation Confirmation" along with the actual "Rental Agreement"

The Reservation Rate was; $1039.79 monthly and/or $259.96 weekly.
However, the billed rate was $1,501.72 and/or $375.43 weekly

Additionally, the Reservation was for a minivan but I picked up a lower class vehicle but I was not discounted the difference

I have emailed the branch 3 times and NO response
Pick-Up Details
Location Colonia
Date & Time Thursday, July 21, 2022 @ 4:00 PM
Address 1245 St. Georges Ave.
Colonia, NJ 07067
Phone ** ************
Business Response
Date: 11/29/2022
Thank you for the opportunity to respond. Here is the response from our Area Rental Manager:
"I spoke with *** ***** regarding his dispute of the rate of the vehicle. I confirmed with *** ***** that we honored the rate that he reserved, and we didn't change it. He sent me an email with a reservation that was a different rate. In speaking with him, we uncovered he does not work for this company and should not be using their corporate account code."

Customer Answer
Date: 12/07/2022
Complaint: ********

I am rejecting this response because:
Please see attached response

Sincerely,
***** *****
They are simply lying and trying to get by their sneaky and tricky business behavior.
I have attached both; the reservation and its rate and the final rental agreement and the rate charged.
Instead of acknowledging their wrongdoing and crediting the difference, they are trying to divert and deceive.
Let me explain; (but let me first tell you a short story that just happened to
me a few minutes ago; I needed to ship an envelop with FedEx overnight, the rate was $52 which seemed expensive to me, so I googled for FedEx
coupon codes, applied the coupons and bingo, I saved myself $20)
Here is the sequence of events so you better understand
1) On July 20, 2022 I created a reservation for a Minivan with a duration
of 47 days at a total rate of $2013.74 (I searched online and used a
coupon code to get this rate)
2) On July 21, 2022 I came to pick up the car together with another
family member that booked the same car for the same time period and
using the same coupon. However, they only had one minivan
available, I was the good guy and gave it up to my family member and
I squeezed into a very small SUV with the promise that I will be able
to exchange it as soon as they have a minivan available.
3) On that very same day, on July 21 2022 as soon as I got home and
reviewed the rental agreement, I noticed that the rate is different than
the original reservation. I immediately emailed the location manager
and I received NO response. I figured that I will have just wait and it
out with him and discuss when I exchange the car to a minivan as
promised or when I return the vehicle.
4) I kept on calling them almost weekly during the 6-7 weeks that I had
the car to exchange the car that I had for a minivan that I reserved
but the answer was always to try back next week, etc.
5) I returned on Sep 9th and had subsequently email the branch manager
a few times about the billing discrepancy but no response.
6) The other family member that reserved together with me had the
same billing discrepancy, instead of emailing, he kept on calling the
branch until they told him that the discrepancy stems from a
difference between central booking system and their local billing and
they credited him the difference (They explained the central booking
system basis the rate on the total number of rental days but their local
billing only calculates the rate based on a 30-day rental at a time.)
7) After weeks of emails with no response, I contacted the BBB.
8) Within one day of my outreach to the BBB, some rep of Enterprise
calls me and starts asking me from where I got the coupon code that I
used when reserving the car, and asks me to send her proof that I was
authorized to use the coupon.
9) As mentioned above, Enterprise is trying to divert and deceive. This
has nothing to do with the coupon code.
a. The coupon code was applied to the “incorrect billing agreement”
as well
b. They could have asked all these coupon code questions on July
21 when I emailed them about the billing discrepancy. They did
not.
c. They should have not rented the vehicle in the 1st place if they
needed to verify anything
d. Let alone all the above, they did not even credit the difference of
the vehicle class.
Customer Answer
Date: 12/08/2022
I wrote in length about this in yesterdays submission. Here it is again. Please see attached
Business Response
Date: 12/12/2022
Thank you for the chance to address these concerns:
A FedEx account was not used in this circumstance. The customer reserved a different code for Genesis Health Care which was for corporate use.
After the customer informed Management that he does not work for that company and the code should not matter, management informed him that it did matter. In order to get that discounted rate, he must be employed with Genesis Health care.
The customer reserved a minivan at $1501.72 for the month. The SUV we gave him was the same price as the minivan with that corporate code, which is why we did not lower the rate.
Management will not be refunding the customer the difference in price for this rental for those reasons above.

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