CLS Auto & Truck Rental

Review: I rented a car on 8/2/16 for pick up 8/17-8/20/16. I was told my credit card was needed to "take the car off the market". I was not told that they were charging me the full amount and also not told anything about their cancellation policy or refund policy. The only other information given to me was that I would be provided a copy of the rental agreement when I picked up the car on 8/17/16.

On 8/15/16 I called to cancel the rental as I no longer needed the car. I was abruptly told that they dont give refunds, only a full credit for use through 2017 on another rental. This was NOT disclosed at the time of reservation and would have changed my decision to rent. In fact, their website states boldly that "credit cards are not needed for most rentals"!!

I was referred to the owner, Richard who I promptly called to discuss. Once I introduced myself and started talking we were mysteriously disconnected. I immediately called right back and the call was sent to voicemail. I left a long message indicating my displeasure in how he does business and that I would file complaints against him. He has not returned my call to date.Desired Settlement: Credit my card $247.50 for the rental amount I was charged initially, though not informed of.

Business

Response:

Full refund issued for customer cancellation today

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]

I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted]

Regards,

Review: I needed to rent a car because my car needed repairs. I was not sure how long it would take so the manager charged me for 2 days. I was under the impression that I could bring it back sooner. As it turned out I was informed that my car would be ready sooner than I thought. I called the manager and said that I could bring the car back within the time limit to be charged for 1 day. I never got a return call but when I dropped the car off the manager then told me that he could not refund any money he could only give me a credit that would be good for a year. He then said that he marked it in his book and made some sort of notation on my invoice that was suppose to indicate a credit - but no mention on my invoice that it would be good for one year. Firstly, I should have been notified of a "no refund policy". I feel that I was misled into paying for 2 days when I should have been advised to pay for 1 day and get an extension if I needed a second day. I do not feel that this is good business policy nor good customer service. I do not have any proof of credit vouched other than the manager's word and some notation in his book. Since this company advertisers itself as "Your Neighborhood Choice for Vehicle Rentals" this really does not make me want to refer this company to anyone in the neighborhood. the car also wreaked of smoke from cigarettes and really not a good representation of a quality rental for the exorbitant price of $50.00 per day. Again the business card states "Featuring New & Late Model For and Toyota Vehicles/Small Moving Trucks." My car was a 2011 Toyota Camry with 126,139 miles on it. Hardly new or a late model. I do not intend on using the credit not using this company again.Desired Settlement: I would like a refund of $50.00.

Business

Response:

response to rental complaint;As in all business matters over the years it never ceases to amaze me how customers will want to re invent your businessbecause they change their circumstances and want to make you adhere to adjust to them. The customer contracted for two day and paid and led us to believe that she may need it longer. WE do not even rent a car for a one day period and generally require3 days and not two. In her returning early , we did as we do all customers and gave her the option of a store 1 day credit good for 1 year. She had no problem when she rented the car initially and we have a limited no of vehicles and do not rent for one day.

Consumer

Response:

I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]

Regards,

At no time was I informed that a car rental was a minimum 2 days. When I called to inquire about renting a car, I was not informed that it was a minimum two day rental and no where is there is sign in the office to make sure that the consumer is aware it is a minimum two day rental. I had stated that I was not sure how long my car would take for repairs and I thought the manager indicted that I could bring it back early but he did not say that I could not be credited nor did he reiterate again that I could only receive a credit.When I called and left a message that I was bringing the care back, I should have gotten a courtesy call back stating that policy. As a matter of fact, when I walked in the office to return the car, the manager said "sorry I could not get a refund I could only get a credit" indicating to me that the policy had been clear from the start. I do not intend on ever using the credit as I feel that this business has very poor business ethics