Big Island Auto Rentals

From: Mike H*** [mailto:***@gmail.com] Sent: Thursday, May 25, 4:PMTo: *** *** Subject: Re: ***Thank you for reaching out.This transaction has nothing to do with Big Island Auto Rental. I ,Michael h***, haven't worked or managed the
company for over monthsThe car was my ownI sold it "as is" to this guy I told him it had issue but that it was running and should continue for a while The car is still running He bought it from me at my houseHe wanted it and drove it home .I don't know what he expects for a carObviously it has issue as I stated. Additionally I also know that Mary H*** no longer works for the companyAnd hasn't for over yearsI know she is out of state and I don't know how to get a hold of her.I'm sure you can get a hold of the current manager by calling.Again this was a personal sale from me to him transacted at my home

At the first notice of temperature rising the client was told to bring the car back to the office. Client decided to continue driving itThe car overheated the next day client was told to not drive it anymoreThe client continued to drive it The result was the engine was
blownClient is actually responsible for the damages because they continued to drive the car while overheatingNet loss on car is $Money was returned before we were able to assess damagesNet charge to the client was days chargeWe are still deciding wether or not to bring legal action for the damage to the engineThese terms are agreed to when renting DO NOT DRIVE A CAR WHEN OVERHEATING, you may be liable for engine damageManagement Big Island Auto Rentals

At the first notice of temperature rising the client was told to bring the car back to the office. Client decided to continue driving itThe car overheated the next day client was told to not drive it anymoreThe client continued to drive itThe result was the engine was blownClient is
actually responsible for the damages because they continued to drive the car while overheatingNet loss on car is $Money was returned before we were able to assess damagesNet charge to the client was days chargeWe are still deciding wether or not to bring legal action for the damage to the engineThese terms are agreed to when renting DO NOT DRIVE A CAR WHEN OVERHEATING, you may be liable for engine damageManagement Big Island Auto Rentals

Initial Business Response /* (1000, 7, 2014/04/20) */
The customer called asking for a rental, she needed a large car for cheap to haul all of her stuff from the airport in Kona to a house rental in KonaWe charge $to drop off a car in KonaWe just had a 4xdropped off in Kona that
was large enough to haul her stuff from the airport to her rental, so I said if she wanted to get that one we wouldn't charge her for the drop off or using a 4xand she could switch to a small car the next day in Hilo (a corrolla stick shift) She said driving a clutch was fine with herI warned her that the doors didn't lock on the explorer (they have since been fixed) there was no a/c and that it may be dirty because a customer was dropping it offThus the discount of no delivery fee
We make it a policy tell people any idiosyncrasies with each car before they pay, but all of our cars pass safety and run wellMy husband said I did tell her about the locks and a/c, he was there when I spoke to her (she had called at 6:30am.) She picked the red explorer up and calls me complaining about how dirty it was, etcShe called me again to say it doesn't lock and that she can't drop her stuff off at the place she rented because the rental house was too dirty (not our problem but we listen)At that point I apologized for locks even though we informed her prior
The next day she calls me because she is lost in Hilo, trying to find the place where we had left the Corrola for her to switchShe said she had GPS, but still couldn't find the placeIts easy to find and no other customer has ever had a problem finding (public parking lot)We took a number of calls listening to her many other distresses and I stayed on the phone and walked her through every step until she saw the carShe was angry and demanding during these interactions
We happened to be near by, so decided to stop by and check in on herWhen we met her, she proceeded to hit my arm saying "I told you I was going to slap you" and laughedShe had not said she'd slap me, and I don't like people hitting meWe proceeded to help her load her car full of stuff into the CorrollaShe complained that the Corrolla was too small (though we fit all of her stuff in it in the end- and she had originally planned to drop it the previous day at her rental house) but she didn't want to upgrade to a larger carShe complained that the explorer was too dirtyAll information she had gotten from us beforeWe left her, and got another call that she couldn't start the carThe clutch has to be pushed in all the way to start itThere is nothing a mechanic can do to adjust it, its how the car is madeNo other client has had a problem with it, and we drive it often with no issuesAt the time we explained to her how to start it, and she got it workingShe then had her mechanic friend call and talk to us, we explained the situation to himWe offered that she could have our mechanic look at it and it may take an hour or twoWe told him that there is shopping around the corner that can be walked toHe was fine with thatHe arranged it with her
We arrange for the mechanic to look at the carWe get a call from her at the shop, that it's going to be an hour wait and we need to pick her up right then, she demanded our address, which is our home addressI refused to give it to her, because she was very upset and had been cussing and reactive about information I was giving her, and it's our homeI explained we were minutes away, and we weren't ready to leave the houseI suggested she do some shopping around the corner, which her friend thought would work for herShe said another cuss word about how she wasn't going walk over thereAfter the conversation was over, she left the car, and from what I understand, cussed about us to our mechanics, which was unpleasant for themI now found out from her complaint above that she demanded for them to drive her to enterprise (a half mile walk), which means I need to apologize again to them about her behavior(They seemed surprised by her behavior in their shop.)
As for the gas tank of the first car being empty, we don't track gas and clients are responsible to purchase their ownWe only make sure there's a couple gallons to get them goingWe discussed the regular $to get a car in Kona and parking to take it out of the airportWe talked about this before she agreed to pick up that car, and she seemed excited about driving over to Hilo side to check it out when we first spoke
We do have discounted rental cars, with some non-operational features, we spell this out over the phone and on the website in our agreementEverything is in the agreementWe offered her another car and to have the one she had looked atWhen informed me that she had a disability with her leg, and that is why she couldn't push it in all the way, I offered her another car and she hung up on me and rented from a corporate rental company
Our policy/agreement, which she signed online before paying for the car, is that we don't give refundsOffering her another car was an optionWe understand moving to Hawaii unprepared can be stressful, we tried to listen and help where we could
In the time she was a client, she called us many times, mostly in high emotional states of upset and cussing, was demanding, accusatory, defensive, personally attacked our character, and hit meWe did everything within our agreements and policies to get her needs met and in the end she refusedWe were patient and kind but honest in the face of continuous upset and abuse from our clientThere is nothing else we can offer her
Initial Consumer Rebuttal /* (3000, 9, 2014/04/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Everything she said is opposite of what happened who can make this up and why?
I remember her saying that they are not perfect cars she never said that it would be filthy no locks she specifically said when I called oh I forgot to tell you thatSeriouslyI don't have time for this in my life I'm doing this to try to tell you these people are unprofessional they don't have a place to pick up car go over what's wrong etcjust want people to not get scammed