A B C Motorhome Rentals Inc

My name is Laura H[redacted] and I am the new Reservations Manager for ABC Motorhome & Rentals, Inc. I was recently made aware of customer complaint ID [redacted] and asked to look into it. On February 22, 2017, I contacted Mr. [redacted] directly. He was kind enough to explain his situation as I didn’t have...

a copy of the complaint in hand. He shared with me his diagnosis and that we did not refund his payment as quickly as we should have. Mr. [redacted] filed his complaint the same day we had refunded his money.  We absolutely provide full refunds to customers with medical cancellations in conjunction with a doctor’s note. It’s my understanding that we did not get the doctor’s note right away and needed the doctor to send it a second time. July is our busiest month of the year, we send out between 40 and 60 rentals daily and it’s very possible that while we were waiting for the doctors note his refund didn’t get treated with the high priority it should have. It is not my intention to make excuses for the delay, but hopefully to shed a little light on what might have caused it. I’ve attached a copy of Mr. [redacted] invoice reflecting that we processed his full refund on 8/1/2017.  While speaking with Mr. [redacted] he did share that he will be returning to Alaska in April of 2017, I offered him a 22’ motorhome at $99 a night in hopes we can mend this relationship. He and his wife are discussing it.

Complaint: [redacted]
I am rejecting this response because: We had contacted the rental place on many occasions about ten times and we were continually referred to at least five different people and extensions. We believe that one of the people we spoke to was Laura .We are in process of going thru our records ,phone calls , American express to verify time , date frames. I would also add that in early December we had called the rental place to inquire if rental was available for Mid April as we were going to attempt visit while my Cancer was slowed down.a;so asked if any early discounts were available .They asked me for my name and after a short delay informed me that NO rental was available !! I was shocked and asked why and was informed that it was NOT the rental season and it didnt start until mid May. Laura did in fact inform me that their response now was due to their lower rating from Revdex.com. Another person had called to inquire rental from them in early January for time frame from April 15 until May 5 and were indeed given rental rates with early discount booking , wonder why ? I guess when they have the monoply on rentals they can rent to who they want. 
Sincerely,
[redacted]