Action Car Rental

Revdex.com:At this time, I have not been contacted by Action Car Rental regarding complaint ID [redacted] .Sincerely, [redacted]

Regarding the video my apologies but this consumer is correctWhen I reviewed the video tape this consumer was not the same person, it was a different consumer who was also traveling the same day with a dog we had the fore-mentioned interaction withThe video and audio of this consumers interaction does verify that they were reminded verbally while still at the rental counter if they are traveling with a pet be mindful of pet hair because there is a $cleaning feeWe do have the video and audio of this interactionI am also attaching the consumers final receipt which shows the breakdown of charges showing that they were charged the $cleaning feeThe consumer is stating they were charged $to vacuum the dog hair which is incorrectThe customer is also referencing [redacted] reviews and I'd like to point out that she left a [redacted] review regarding this complaint stating she was charged $and nobody answered her phone calls and we committed fraud on her credit cardI am attaching screen shots of her contract notes which have a date and time stamp showing customer was fully aware of what they were being charged forI am providing the final receipt with breakdown of charges to show the customer was charged the appropriate and stated fees on the signed rental contractI have already provided pictures of the vehicle she returned which shows stains and excess dog hair throughout the rental vehicleI am also attaching the customers signed and dated vehicle condition report which shows condition of vehicle before leaving our office, which makes no notation of prior vehicle interior issues I have already provided a copy of the consumers signed rental agreement outlining the cleaning and odor fee which is typed in bold on the top right hand corner of the signed rental contractI provided the back of consumers rental agreement outlining the $cleaning fee if rental is returned significantly less clean than rentedI am also providing the following link from the ada website which outlines these fees are not fraudulent and not a scamPlease reference paragraph on this link, [redacted] So to recap, the customer was told verbally about the pet hair cleaning fee before taking vehicle, consumer signed a rental contract which clearly outlines these cleaning fees, I have provided pics of the vehicles interior when returnedIf we were running a scam as this consumer claims, we would not verbally remind customers about these fees and we would not put the fee charge in bold on the front of the rental contractsJust so consumers are aware, the vehicle had to be sent to a detailing facility in Long Island CityThe vehicle sat at that detail facilty for days out of rental service because of the condition this consumer returned the vehicle inOur employees could not clean this vehicle to the point where it would be safe and comfortable for the next consumerWe had to take this vehicle to get professionally cleaned to ensure our customers who are allergic to animal hair do not become sickWe have many customers who travel with pets and rent from us and have no issueThey take the appropriate measures (pet blankets, pet carriers, etc) to ensure the pet hair is containedWe do not prey on customers who have to travel with service animals as this consumer claimsI welcome you to review all the evidence I have provided which justifies these chargesThank you for your assistance in handling this complaint

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: [Your Answer Here] I would like to see this video, because no one was smoking (none of us are smokers) and we did not have a dog with us when rentingPlease provide the video and I will no longer dispute this claimThere are no stains to the seats that we are responsible for, the stains were there upon the car rental because no one even sat in the back seat If you can provide a video of the passenger smoking and us checking in with a dog, then I will happily drop thisOtherwise, this is clearly fraud and again, my point is proven that none of the above claims are true and this is a scam In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted] ***

We apologize for the delayed response, but this consumer rented from an office in Philadelphia, PA that has been closed since the end of December So I'm not sure where these letters have been being sent to As long as this customer can show us proof they had purchased insurance from a third party for their rental period we will issue a refund for the insurance amountI have attached the customers signed rental agreement, which shows the customer accepted and initialed for our insurance coverage (listed on left side middle of contract under "comprehensive/collision damage waiver") So our paperwork states customer accepted and signed for the insuranceBut if they can provide us proof they had purchased insurance for this rental period we would be happy to issue a refundPlease let me know if you need any additional information to complete this complaint [redacted] *** [redacted]

RevDex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: I am uninterested in a continued back-and-forth with the people responsible for the perpetuation of such a transparently unethical business model, so this will be my last response. While I'm glad to see that the company has retracted its undeniably false claim regarding what it has on camera, their current representations continue to be false and I urge the company to produce the video/audio rather than to represent what it has and expect its word to be taken (after the first retraction, I am unsure why the company has any credibility to make such representations without producing the audio/video). We were never told verbally that there would be a fee associated with pet hair and were certainly never told said fee would be $250. This company transparently makes the majority of its money offering discount rental cars and then over charging customers at the 25th hour for hidden fees. They function as a drain on New York's population rather than a valuable contributor and they should not be permitted to continue doing business in-State unless they substantially reform their current business practices In order for the BBB to appropriately process your response, you MUST answer the question above. Sincerely, [redacted] ***

Hello, this customer contacted us after receiving his final chargesHe stated that he said no to the insurance when the agent askedThis is incorrect, the agent stated the total to the customer with insurance coverage's added and stated it exactly like thatThe customer even questioned the word
coverage and the agent explained it was insurance as we saw on the video footageCustomer also stated that the signature pad was blank and he was initialing in blank boxesWe explained to him this is not correct and it states what you are initialing for on the signature padAt that point the customer stated "they can't read"We also stated that customer received a rental contract that outlines what they accepted and declinedThe customer then stated that he had his own collision insurance and did not want to pay for this coverageWe explained we do not refund insurance after the vehicle has been returned, but because this customer was so persistent on not being charged for collision, We stated to customer if he provides proof of collision coverage I will extend a courtesy to this customer and issue a refund for the collision insuranceThe customer sent over proof of collision coverage so I refunded the customer back the amount of $Then the customer sent another email stating that wasn't enough and they also wanted reimbursement for liability insuranceWe will not be refunding anything else to this customerThey acknowledged and accepted the insurance coveragesWe have a rental agreement signed and initialed by customer accepting the coverage'sI'm providing the signed rental agreement, and pictures of the signature pad insurance screen showing what customers are shown before initialing the boxes and to counter this customers claim of signing blank screensIf you need any further information pertaining to this please contact me at anytimeThank you for your assistance in handling this matter

As stated in previous reply, our decision is finalThank you for your assistance in handling this matter Revdex.com

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
*** ***

Revdex.com:
At this time, my complaint, ID [redacted] regarding Action Car Rental has been resolved.
(By clicking "OK", your complaint will be closed as Resolved.)
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I am uninterested in a continued back-and-forth with the people responsible for the perpetuation of such a transparently unethical business model, so this will be my last response.  While I'm glad to see that the company has retracted its undeniably false claim regarding what it has on camera, their current representations continue to be false and I urge the company to produce the video/audio rather than to represent what it has and expect its word to be taken (after the first retraction, I am unsure why the company has any credibility to make such representations without producing the audio/video).  We were never told verbally that there would be a fee associated with pet hair and were certainly never told said fee would be $250.  This company transparently makes the majority of its money offering discount rental cars and then over charging customers at the 25th hour for hidden fees. They function as a drain on New York's population rather than a valuable contributor and they should not be permitted to continue doing business in-State unless they substantially reform their current business practices
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]I am accusing Action Car Rental of dishonest business.  I have provided claims and evidence to support my accusations. I am awaiting answers to my questions and until these questions are answered in a manner that proves otherwise I will continue to pursue this claim.   
Hello,  Again, you have not addressed any of my questions.  Here they are again....As I stated before, I told the representative I do not want insurance.  On each of those keypad photos sent in by the company, there is only an option to accept insurance? The roadside assistance photo says accept, but then on the rental agreement, it says I declined (which I did like the others).  Please explain this. Additionally, I initialed four times...why are my initials not on the first option on the rental agreement?  The company's response also failed to address the additional charges that are from a third party and who this third party is.  Who is the third party that you say this issue needs addressed with?
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:At this time, I have not been contacted by Action Car Rental regarding complaint ID [redacted].Sincerely,[redacted]

We apologize for the delayed response, but this consumer rented from an office in Philadelphia, PA that has been closed since the end of December 2014. So...

I'm not sure where these letters have been being sent to.                 As long as this customer can show us proof they had purchased insurance from a third party for their rental period we will issue a refund for the insurance amount. I have attached the customers signed rental agreement, which shows the customer accepted and initialed for our insurance coverage (listed on left side middle of contract under "comprehensive/collision damage waiver").  So our paperwork states customer accepted and signed for the insurance. But if they can provide us proof they had purchased insurance for this rental period we would be happy to issue a refund. Please let me know if you need any additional information to complete this complaint.   [redacted]
[redacted]     [redacted]

Customer contacted our office regarding their $500 deposit issue yesterday on 5/**/15. Customer requested us to send a letter to customers bank to expedite the release of their $500 hold. That same day I faxed the letter to customers bank. Not understanding why the customer contacted Better Business...

Bureau in regards to this matter if we did what customer was requesting of us. I have attached a copy of the letter sent to customers bank, and I have also included the fax confirmation showing the fax went through to her bank. Thank you for your assistance in handling this matter, please feel free to contact me if you need additional information.Tell us why here...

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
 I would like to see this video, because no one was smoking (none of us are smokers) and we did not have a dog with us when renting. Please provide the video and I will no longer dispute this claim. There are no stains to the seats that we are responsible for, the stains were there upon the car rental because no one even sat in the back seat.  If you can provide a video of the passenger smoking and us checking in with a dog, then I will happily drop this. Otherwise, this is clearly fraud and again, my point is proven that none of the above claims are true and this is a scam. 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Regarding the video my apologies but this consumer is correct. When I reviewed the video tape this consumer was not the same person, it was a different consumer who was also traveling the same day with a dog we had the fore-mentioned interaction with. The video and audio of this consumers interaction does verify that they were reminded verbally while still at the rental counter if they are traveling with a pet be mindful of pet hair because there is a $250 cleaning fee. We do have the video and audio of this interaction. I am also attaching the consumers final receipt which shows the breakdown of charges showing that they were charged the $250 cleaning fee. The consumer is stating they were charged $320 to vacuum the dog hair which is incorrect. The customer is also referencing [redacted] reviews and I'd like to point out that she left a [redacted] review regarding this complaint stating she was charged $400 and nobody answered her phone calls and we committed fraud on her credit card. I am attaching screen shots of her contract notes which have a date and time stamp showing customer was fully aware of what they were being charged for. I am providing the final receipt with breakdown of charges to show the customer was charged the appropriate and stated fees on the signed rental contract. I have already provided pictures of the vehicle she returned which shows stains and excess dog hair throughout the rental vehicle. I am also attaching the customers signed and dated vehicle condition report which shows condition of vehicle before leaving our office, which makes no notation of prior vehicle interior issues.  I have already provided a copy of the consumers signed rental agreement outlining the cleaning and odor fee which is typed in bold on the top right hand corner of the signed rental contract. I provided the back of consumers rental agreement outlining the $250 cleaning fee if rental is returned significantly less clean than rented. I am also providing the following link from the ada website which outlines these fees are not fraudulent and not a scam. Please reference paragraph 7 on this link, [redacted] So to recap, the customer was told verbally about the pet hair cleaning fee before taking vehicle, consumer signed a rental contract which clearly outlines these cleaning fees, I have provided pics of the vehicles interior when returned. If we were running a scam as this consumer claims, we would not verbally remind customers about these fees and we would not put the fee charge in bold on the front of the rental contracts. Just so consumers are aware, the vehicle had to be sent to a detailing facility in Long Island City. The vehicle sat at that detail facilty for 2 days out of rental service because of the condition this consumer returned the vehicle in. Our employees could not clean this vehicle to the point where it would be safe and comfortable for the next consumer. We had to take this vehicle to get professionally cleaned to ensure our customers who are allergic to animal hair do not become sick. We have many customers who travel with pets and rent from us and have no issue. They take the appropriate measures (pet blankets, pet carriers, etc) to ensure the pet hair is contained. We do not prey on customers who have to travel with service animals as this consumer claims. I welcome you to review all the evidence I have provided which justifies these charges. Thank you for your assistance in handling this complaint.

Customer rented on 6/**/17. While at the counter our office manager who was processing customers contract noticed the dog outside and also saw the person customer was with was smoking. At this time the manager reminded customer of our cleaning fee and smoking fee. Customer stated they had a blanket...

for the dog and it wouldn't be an issue (Our office also has a video recording of this interaction in case it is needed as evidence by the Revdex.com or any legal action this customer decides to take in the future) The signed rental contract which I'm attaching to this response also states in bold letters on the upper right hand corner "Smoke/Odor Fee $250". It also states on the back of the signed rental agreement, paragraph 7, letter (h) "a reasonable fee to clean the Vehicle, not to exceed $250, if returned substantially less clean than when rented; " When the vehicle was checked in after customer returned, the vehicle was found with excessive dog hair throughout the vehicle, stains on the backseat and a smell of wet dog in the vehicle. I'm attaching photos of the vehicles condition when returned by customer. Our employees tried to vacuum the car and clean the vehicle, but to no avail. The fine hairs would not come out. The stains also need to be professionally deep cleaned as we do not know what those stains are from. The vehicle was dropped off at the detail center this afternoon to be professionally detailed and cleaned. These steps are taken to professionally clean the vehicle because many customers are allergic to pet hair. These steps are taken as a precaution to protect those customers. The customer was reminded of the cleaning fee before taking rental vehicle. Customer also signed rental contract with all the fore-mentioned warnings on that signed contract. I'm attaching photos of the vehicle when returned, and attaching customers signed rental agreement outlining the cleaning fees. Please let me know if you need anything further. Thank you for your assistance in handling this matter.

Hello [redacted],       I spoke with both counter agents working that Saturday afternoon. The young lady who customer spoke with stated to me customer called and said they were running late for their reservation. The customer asked what time we closed, agent stated 5:00pm...

and also stated they were waiting for another customer to arrive and would be at the office for an additional 10 minutes to service last customer, customer stated OK, they will be there before that time.  Agents were finished with last customer at 5:06, at that time they called this customer to see if they were still coming for reservation and nobody picked up. Both agents left location at 5:14pm. Our business hours are stated online, agents were at office past closing time and they did call customer to see if they were still coming for reservation. We do not record phone conversations, but both agents at location have been with us for over a year and are fully aware of opening and closing hours. We are unable to reimburse customer for his other rental because customer showed up to location after closing hours and past their reservation pickup time. Thank you, Luis C, MOD

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Hello, As I stated before, I told the representative I do not want insurance.On each of those keypad photos sent in by the company, there is only an option to accept insurance. The roadside assistance photo says accept, but then on the rental agreement, it says I declined (which I did like the others). Additionally, I initialed four times...why are my initials not on the first option on the agreement? Obviously, my agreement was pieced together by the company dishonestly. 
The company's response also failed to address the additional charges that are from a third party and who this third party is.  
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Review: I rented a car from Action Car Rental in Philadelphia, PA for two days; March [redacted], 2014. I recently received a notice from Parking and Toll Violations Services, Great Falls, MT demanding payment of $141.98 for an expired meter violation.

I was unaware that I received a ticket and never received any contact from Action Car Rental of any such violation. The "fine" described is for $91.98 and an additional "service fee" of $50.

I would like to see a confirmation from the city of Philadelphia of such violation as well as the amounts that the city requested at the time of the described violation.

I will not provide my credit information to an unknown company using a payment system that I don't recognize.Desired Settlement: I request details of the violation, location, etc. with the vehicle plate number included. I request that any penalties that accrued because of nonpayment be waived since Action Car Rental never notified me of any violation until August *, 2014.

Consumer

Response:

At this time, I have not been contacted by Action Car Rental regarding complaint ID [redacted].

Sincerely,

Business

Response:

[redacted] / Revdex.com

ID# [redacted]

Included is the parking violation issued by the City of Philadelphia and a copy of customer's signed contract. The 50.00 fee is stated above the customer's signature. Violation Management Services processes all of our paper parking and moving violations.

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Business

Response:

Response to [redacted] complaint:

We apologize for the experience you had with us. We have issued you a refund of 65.98 which are the additional fees above the 26.00 original violation amount. Attached is a receipt showing refund.

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Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,