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Exigen un pago que no corresponde

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J. P.

A: ATESA (Enterprise Rent-A-Car España)

12/02/2022

El pasado 20/12/2021 alquilamos una furgoneta a Enterprise Holdings, Inc. Posteriormente el día 24/12/2021 devolvimos dicho vehículo. Según sus políticas: “El Arrendatario deberá devolver las llaves originales u otro dispositivo que desbloquee el vehículo y permita su arranque directamente al personal del propietario o en la caja de seguridad del propietario en una ubicación de la marca del propietario”. El pasado 24/12/2021. El señor Jorge Valerio Peña Huertas llegó a la oficina Enterprise con ubicación: Estación de Valencia-Joaquín Sorolla Valencia. Así mismo destacar que de todo siguió su curso normal y se devolvió la fianza a la cuenta bancaria. Siguió los protocolos y entregó las llaves a un trabajador de Enterprise. Revisaron la furgoneta y el trabajador le dio el visto bueno para poder marcharse y dejar el vehículo. Cabe destacar que en ningún momento el trabajador le dio a Jorge Valerio ningún comprobante que certificara este hecho, a pesar de que por políticas la empresa estaba obligada a notificarle la entrega del vehículo. Después de más de un mes se nos envío un correo el pasado 09/02/2022 con una factura de 1535€ por los daños de ese alquiler. El problema se desarrolla cuando nos acusan de unos daños a el vehículo alquilado, daños que no hemos realizado, además de una serie de acusaciones que no son reales. En primer lugar y cito indican que: “el señor Jorge Valerio entregó las llaves del vehículo en el mostrador sin esperarse a realizar el chequeo presencial con los compañeros de la oficina”. Nos gustaría destacar que el vehículo fue entregado a las 15:48 y el horario de atención de Enterprise es de 8.00 – 21.00, por lo que Jorge Valerio acudió en horario laboral para poder hacer el chequeo como corresponde con los protocolos, de manera que el personal podía ver lo que hacía Jorge Valerio en todo momento. Jorge Valerio no podría haber llegado dejado las llaves y haberse marchado sin que un trabajador hubiera podido intervenir, y de no intervenir podríamos hablar de un acto de malas prácticas por parte del trabajador o malas intenciones. Destacamos de igual manera que esto no sucedió así, se hizo el chequeo de la furgoneta como protocolo habitual. Así mismo, dentro de sus políticas indican que: “Si el arrendatario observa daños en el vehículo y otras discrepancias, el arrendatario informará inmediatamente al propietario”. La oficina de Enterprise indica que el señor Jorge Valerio Estuvo informado en todo momento sobre lo ocurrido con el vehículo. A día 09/02/2022 el señor Jorge Valerio no recibió ningún correo electrónico ni una llamada que acredite que fue informado. Ellos afirman haber contactado con él, sin embargo, no existe registro alguno de comunicación de este incidente ni por medio de teléfono móvil ni por correo electrónico. La comunicación oficial, fue del departamento de daños de Enterprise en forma de factura. La señorita Lara Pérez Segovia del departamento de Damage Recovery Unit informó a Jorge Valerio, nunca hubo comunicación con él del suceso por parte de la oficina de Joaquín Sorolla. El pasado 10/02/2022 el señor Jorge Valerio recibió una llamada del señor Daniel Armero Director y jefe de la oficina de Joaquín Sorolla. La llamada fue atendida por su hija Lucía Peña Salazar. El señor Armero indicó y afirmó que Jorge Peña dejó las llaves y se fue, suceso que nosotros quisimos desmentir. El indica que no tiene motivos por los que desconfiar de su trabajador. Este es un claro caso de “su palabra contra la mía”, el señor Armero se mostró poco empático y pasivo agresivo al declarar que no estaba dispuesto a dialogar esta situación ni a indicarnos quién era quien había cerrado el contrato de alquiler para poder llegar a una solución favorable. El señor Armero a su vez se negó a darnos el correo electrónico empresarial de su jefe, el señor Alejandro Salorio abogando que, el señor Salorio estaba de vacaciones y no podría atender un caso como el nuestro. Así mismo en la misma conversación, le indicamos al Señor Armero que la afirmación de que estuvieron en contacto con Jorge Valerio era falsa, puesto que no existía ningún registro. Armero indicó que eso “no era problema suyo ya que sería un fallo de sistema en el cuál ellos no podían hacer nada”. De manera que, a pesar de ello haberlo afirmado y luego intentado justificar, el señor Jorge Valerio nunca estuvo informado de la situación del vehículo. Ese mismo día se llenó una hoja de reclamaciones. Firmada por Diana Carolina Baltodano la asistente del director. La síntesis del problema radica en que claramente Enterprise está faltando a sus términos y condiciones y pretenden que Jorge Valerio asuma una factura de 1535€ de la cual no es responsable y de la cual no fue informado. Se le trató de mentiroso al afirmar que dejó las llaves del vehículo y se fue y no obtuvo ninguna explicación de por qué nunca fue informado. Rogamos colaboración contra estas prácticas abusivas ya que parecen recurrentes en este tipo de empresa y en esta estación. Según los métodos en línea de encuestas de opinión (189 reseñas de Google, guiademicroempresas.es, esopiniones.com, Instagram: @enterprise, Twitter: @enterprisecares @Enterprise) es una práctica recurrente y muy desfavorable para los consumidores, los cuales, ante estas insinuaciones y poca colaboración del personal, estamos completamente indefensos. Esperamos amablemente poder colaborar con vosotros para dar una solución a nuestro problema.

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Mensajes: (6)

ATESA (Enterprise Rent-A-Car España)

A: J. P.

13/02/2022

Branch E5EFRental Agreement 56YXQ8 Dear Mr. Pena, Thank you for choosing Enterprise for your car rental needs! My name is Jonathan. I will be happy to help you today. We do apologize for your experience and we will be glad to get this in the right direction for proper assistance. Please provide us with your phone number, so we can send this feedback to the regional management team for follow-up. We look forward to your reply. Kind regards, Jonathan Enterprise Customer Service Translation: Customer name JORGE PEa‘A customer reference Rental agreement number: 56YXQ8 Claim Description On 12/20/2021 we rented a van from Enterprise Holdings, Inc. Later on 12/24/2021 we returned said vehicle. According to their policies: 'The Renter must return the original keys or other device that unlocks the vehicle and allows it to be started directly to the owner's staff or in the owner's safe deposit box at an owner's branded location'. Last 12/24/2021. Mr. Jorge Valerio Peña Huertas arrived at the Enterprise office with a location: Valencia-Joaquín Sorolla Valencia Station. Also note that everything followed its normal course and the deposit was returned to the bank account. He followed protocol and handed over the keys to an Enterprise worker. They checked the van and the worker gave him the go-ahead to leave and leave the vehicle. It should be noted that at no time did the worker give Jorge Valerio any receipt certifying this fact, despite the fact that the company's policies were required to notify him of the delivery of the vehicle. After more than a month, an email was sent to us on 02/09/2022 with an invoice of Eur1,535 for the damages of that rental. The problem develops when they accuse us of some damage to the rented vehicle, damage that we have not done, in addition to a series of accusations that are not real. In the first place, and I quote, they indicate that: "Mr. Jorge Valerio handed over the keys of the vehicle at the counter without waiting to carry out the face-to-face check-up with the office colleagues." We would like to point out that the vehicle was delivered at 3:48 p.m. and the Enterprise service hours are from 8:00 a.m. to 9:00 p.m., so Jorge Valerio came during business hours to be able to do the check-up as per the protocols, so that the staff could see what Jorge Valerio was doing at all times. Jorge Valerio could not have arrived, left the keys and left without a worker having been able to intervene, and if he did not intervene we could speak of an act of bad practices on the part of the worker or bad intentions. In the same way, we emphasize that this did not happen that way, the van was checked as usual protocol. Likewise, within his policies they indicate that: "If the lessee observes damage to the vehicle and other discrepancies, the lessee will immediately inform the owner." The Enterprise office indicates that Mr. Jorge Valerio was informed at all times about what happened with the vehicle. As of 02/09/2022, Mr. Jorge Valerio did not receive any email or call proving that he was informed. They claim to have contacted him, however, there is no record of communication of this incident either by mobile phone or by email. The official communication was from the Enterprise damage department in the form of an invoice. Miss Lara Pérez Segovia from the Damage Recovery Unit department informed Jorge Valerio, there was never any communication with him about the event from Joaquín Sorolla's office. On 02/10/2022, Mr. Jorge Valerio received a call from Mr. Daniel Armero, Director and head of the Joaquín Sorolla office. The call was answered by his daughter Lucía Peña Salazar. Mr. Armero indicated and affirmed that Jorge Peña left the keys and left, an event that we wanted to deny. He indicates that he has no reason to distrust his worker. This is a clear case of "his word against mine", Mr. Armero showed little empathy and passive aggressive when declaring that he was not willing to discuss this situation or tell us who it was who had closed the rental contract in order to reach a favorable solution. Mr. Armero, in turn, refused to give us the business email of his boss, Mr. Alejandro Salorio, advocating that Mr. Salorio was on vacation and could not handle a case like ours. Likewise, in the same conversation, we indicated to Mr. Armero that the statement that they were in contact with Jorge Valerio was false, since there was no record. Armero indicated that this "was not their problem since it would be a system failure in which they could not do anything." Thus, despite having affirmed it and then tried to justify it, Mr. Jorge Valerio was never informed of the situation of the vehicle. That same day a claim form was filled out. Signed by Diana Carolina Baltodano, assistant director. The synthesis of the problem lies in the fact that Enterprise is clearly violating its terms and conditions and they want Jorge Valerio to assume an invoice of Eur1,535 for which he is not responsible and of which he was not informed. He was called a liar by claiming that he left the car keys and left and got no explanation as to why he didn't. Central Standard Time) : Exigen un pago que no corresponde - (CPTES01462646-80)

J. P.

A: ATESA (Enterprise Rent-A-Car España)

14/02/2022

Hi there, The main issue is the regional management team is not willing to help. As I said, the regional management team, who is manager Daniel Armero, didn't hear us, didn't try to understand us, and was not helpful at all. Our phone number is 611 472 045 or 601 483 441 We need people willing to help us not just try to "justify" their team and "great job". He didn't try to talk to the person who closed out the contract, he didn't try to talk to his boss Alejandro Salorio nor give us his contact details, and we never had any communication with him until we made a proper reclaim. Thank you.

ATESA (Enterprise Rent-A-Car España)

A: J. P.

14/02/2022

Rental Agreement 56YXQ8Branch E5EF Dear Mr. Pena, Thank you for choosing Enterprise for your car rental needs! My name is Jonathan. I will be happy to help you today. Customer complaints and billing disputes are handled by the regional management team. Therefore, we have to send your feedback to them. I have sent your feedback and contact information to the regional management team. They will contact you as soon as possible. If you are not happy with the resolution that they provide you, then you can ask for their manager. If you have any other questions, please contact us back. Thank you for contacting Enterprise. Kind regards, Jonathan Enterprise Customer Service Translation: On 12/20/2021 we rented a van from Enterprise Holdings, Inc. Later on 12/24/2021 we returned said vehicle. According to their policies: 'The Renter must return the original keys or other device that unlocks the vehicle and allows it to be started directly to the owner's staff or in the owner's safe deposit box at an owner's branded location'. Last 12/24/2021. Mr. Jorge Valerio Peña Huertas arrived at the Enterprise office with a location: Valencia-Joaquín Sorolla Valencia Station. Also note that everything followed its normal course and the deposit was returned to the bank account. He followed protocol and handed over the keys to an Enterprise worker. They checked the van and the worker gave him the go-ahead to leave and leave the vehicle. It should be noted that at no time did the worker give Jorge Valerio any receipt certifying this fact, despite the fact that the company's policies were required to notify him of the delivery of the vehicle. After more than a month, an email was sent to us on 02/09/2022 with an invoice of Eur1,535 for the damages of that rental. The problem develops when they accuse us of some damage to the rented vehicle, damage that we have not done, in addition to a series of accusations that are not real. In the first place, and I quote, they indicate that: "Mr. Jorge Valerio handed over the keys of the vehicle at the counter without waiting to carry out the face-to-face check-up with the office colleagues." We would like to point out that the vehicle was delivered at 3:48 p.m. and the Enterprise service hours are from 8:00 a.m. to 9:00 p.m., so Jorge Valerio came during business hours to be able to do the check-up as per the protocols, so that the staff could see what Jorge Valerio was doing at all times. Jorge Valerio could not have arrived, left the keys and left without a worker having been able to intervene, and if he did not intervene we could speak of an act of bad practices on the part of the worker or bad intentions. In the same way, we emphasize that this did not happen that way, the van was checked as usual protocol. Likewise, within his policies they indicate that: "If the lessee observes damage to the vehicle and other discrepancies, the lessee will immediately inform the owner." The Enterprise office indicates that Mr. Jorge Valerio was informed at all times about what happened with the vehicle. As of 02/09/2022, Mr. Jorge Valerio did not receive any email or call proving that he was informed. They claim to have contacted him, however, there is no record of communication of this incident either by mobile phone or by email. The official communication was from the Enterprise damage department in the form of an invoice. Miss Lara Pérez Segovia from the Damage Recovery Unit department informed Jorge Valerio, there was never any communication with him about the event from Joaquín Sorolla's office. On 02/10/2022, Mr. Jorge Valerio received a call from Mr. Daniel Armero, Director and head of the Joaquín Sorolla office. The call was answered by his daughter Lucía Peña Salazar. Mr. Armero indicated and affirmed that Jorge Peña left the keys and left, an event that we wanted to deny. He indicates that he has no reason to distrust his worker. This is a clear case of "his word against mine", Mr. Armero showed little empathy and passive aggressive when declaring that he was not willing to discuss this situation or tell us who it was who had closed the rental contract in order to reach a favorable solution. Mr. Armero, in turn, refused to give us the business email of his boss, Mr. Alejandro Salorio, advocating that Mr. Salorio was on vacation and could not handle a case like ours. Likewise, in the same conversation, we indicated to Mr. Armero that the statement that they were in contact with Jorge Valerio was false, since there was no record. Armero indicated that this "was not their problem since it would be a system failure in which they could not do anything." Thus, despite having affirmed it and then tried to justify it, Mr. Jorge Valerio was never informed of the situation of the vehicle. That same day a claim form was filled out. Signed by Diana Carolina Baltodano, assistant director. The synthesis of the problem lies in the fact that Enterprise is clearly violating its terms and conditions and they want Jorge Valerio to assume an invoice of Eur1,535 for which he is not responsible and of which he was not informed. He was called a liar by claiming that he left the car keys and left and got no explanation as to why he was never informed. We ask for collaboration against these abusive practices since they seem recurrent in this type of company and Central Standard Time) xigen un pago que no corresponde - (CPTES01462646-80)

J. P.

A: ATESA (Enterprise Rent-A-Car España)

15/02/2022

That's what I did. And they didn't gave me the managers numer or email And also said he was on holiday. Can you please help us with the case? We won't pay something we didn't do.

ATESA (Enterprise Rent-A-Car España)

A: J. P.

15/02/2022

Rental Agreement 56YXQ8Branch E5EFClaim 76525662 Dear Mr. Pena, This is Jonathan again and I want to thank you for your reply. I do not have access to damage disputes in Spain. If you want to dispute the claim, then you can contact the Damage Recovery Unit by phone at +34 91 782 10 11 or by email at es.dru@ehi.com. I've copied the Damage Recovery Unit in Spain on this email and asked that they contact you. If you have any other questions, please contact us back. Thank you for contacting Enterprise. Kind regards, Jonathan Enterprise Customer Service Previous email: Rental Agreement 56YXQ8Branch E5EF Dear Mr. Pena, Thank you for choosing Enterprise for your car rental needs! My name is Jonathan. I will be happy to help you today. Customer complaints and billing disputes are handled by the regional management team. Therefore, we have to send your feedback to them. I have sent your feedback and contact information to the regional management team. They will contact you as soon as possible. If you are not happy with the resolution that they provide you, then you can ask for their manager. If you have any other questions, please contact us back. Thank you for contacting Enterprise. Kind regards, Jonathan Enterprise Customer Service Translation: On 12/20/2021 we rented a van from Enterprise Holdings, Inc. Later on 12/24/2021 we returned said vehicle. According to their policies: 'The Renter must return the original keys or other device that unlocks the vehicle and allows it to be started directly to the owner's staff or in the owner's safe deposit box at an owner's branded location'. Last 12/24/2021. Mr. Jorge Valerio Peña Huertas arrived at the Enterprise office with a location: Valencia-Joaquín Sorolla Valencia Station. Also note that everything followed its normal course and the deposit was returned to the bank account. He followed protocol and handed over the keys to an Enterprise worker. They checked the van and the worker gave him the go-ahead to leave and leave the vehicle. It should be noted that at no time did the worker give Jorge Valerio any receipt certifying this fact, despite the fact that the company's policies were required to notify him of the delivery of the vehicle. After more than a month, an email was sent to us on 02/09/2022 with an invoice of Eur1,535 for the damages of that rental. The problem develops when they accuse us of some damage to the rented vehicle, damage that we have not done, in addition to a series of accusations that are not real. In the first place, and I quote, they indicate that: "Mr. Jorge Valerio handed over the keys of the vehicle at the counter without waiting to carry out the face-to-face check-up with the office colleagues." We would like to point out that the vehicle was delivered at 3:48 p.m. and the Enterprise service hours are from 8:00 a.m. to 9:00 p.m., so Jorge Valerio came during business hours to be able to do the check-up as per the protocols, so that the staff could see what Jorge Valerio was doing at all times. Jorge Valerio could not have arrived, left the keys and left without a worker having been able to intervene, and if he did not intervene we could speak of an act of bad practices on the part of the worker or bad intentions. In the same way, we emphasize that this did not happen that way, the van was checked as usual protocol. Likewise, within his policies they indicate that: "If the lessee observes damage to the vehicle and other discrepancies, the lessee will immediately inform the owner." The Enterprise office indicates that Mr. Jorge Valerio was informed at all times about what happened with the vehicle. As of 02/09/2022, Mr. Jorge Valerio did not receive any email or call proving that he was informed. They claim to have contacted him, however, there is no record of communication of this incident either by mobile phone or by email. The official communication was from the Enterprise damage department in the form of an invoice. Miss Lara Pérez Segovia from the Damage Recovery Unit department informed Jorge Valerio, there was never any communication with him about the event from Joaquín Sorolla's office. On 02/10/2022, Mr. Jorge Valerio received a call from Mr. Daniel Armero, Director and head of the Joaquín Sorolla office. The call was answered by his daughter Lucía Peña Salazar. Mr. Armero indicated and affirmed that Jorge Peña left the keys and left, an event that we wanted to deny. He indicates that he has no reason to distrust his worker. This is a clear case of "his word against mine", Mr. Armero showed little empathy and passive aggressive when declaring that he was not willing to discuss this situation or tell us who it was who had closed the rental contract in order to reach a favorable solution. Mr. Armero, in turn, refused to give us the business email of his boss, Mr. Alejandro Salorio, advocating that Mr. Salorio was on vacation and could not handle a case like ours. Likewise, in the same conversation, we indicated to Mr. Armero that the statement that they were in contact with Jorge Valerio was false, since there was no record. Armero indicated that this "was not their problem since it would be a system failure in which they could not do anything." Thus, despite having affirmed it and then tried to justify it, Mr. Jorge Valerio was never informed of the situation of the vehicle. That same day a claim form was filled out. Signed by Diana Carolina Baltodano, assistant director. The synthesis of the problem lies in the fact that Enterprise is clearly violating its terms and conditions and they want Jorge Valerio to assume an invoice of Eur1,535 for which he is not responsible and of which he was not informed. He was called a liar by claiming that he left the car keys and left and got no explanation as to why he was never informed. We ask for collaboration against these abusive practices since they seem recurrent in this type of company and Central Standard Time) xigen un pago que no corresponde - (CPTES01462646-80)

J. P.

A: ATESA (Enterprise Rent-A-Car España)

16/02/2022

You have not given me a solutions. I would have to make another one.