Comfort Systems

Complaint: [redacted] I am rejecting this response because: In your note you say you confirmed from Dollar that repairs WERE NOT completed, which is what I have said all along If the car was never repaired then how can I be held responsible for "loss of use?" My insurance company has paid dollars for work that was NEVER done Isn't that enough?? To me, the only legitimate claim is $for diminution in value And since my insurance has already paid $1450, that is $over what sounds reasonableHow is it legal to charge me for work never done and loss of use when it was never out of commission? Regards, [redacted] ***

Alternative Claims Management has received and reviewed the complaint and disputes as provided by the customerAt this time, our office is closing both claims

Alternative Claims Management is retained by Dollar Rent A Car to recoup all losses surrounding damage claims as per the rental terms and conditions to which the renter agreed to be responsible Per the contract, the renter owes for any loss or damage regardless of fault, plus loss of use, diminution of value, a reasonable administrative fee, regardless if the vehicle is repairedIn addition, the renter also agrees to be responsible for any amounts not covered by insuranceAfter several months of trying to obtain the requested proof of payment from my client, Dollar confirmed repairs were not completedMrs [redacted] was notified as of 3/6/The claim was then filed with the insurance company, to which they reviewed and agreed to cover the physical damage, less the insured's $deductibleUnfortunately, the customer's auto policy does not provide provisions to cover the loss of use, diminution of value or administrative feesAs per the terms of the rental contract, the renter is responsible for any balance not covered by insuranceI believe Mrs [redacted] mistakenly understood her insurance reason for not addressing the balance due to coverage issues, and not for the fact that they do not think it is validAt this time and as per the rental agreement, the customer remains responsible for the balance dueAs a compromise to settle the claim, our claim representative has presented a negotiated offer to settle the claimWe are still willing to accept this amount to finally resolve the claim.I have attached the claim supports as well as the contract terms & conditions showing the customers responsibility

In response to Mr [redacted] ’s dispute, I would like to advise that by virtue of the rental contract he entered into with Verc/Sixt Rent A Car, he remains responsible for any and all damages and/or fees regardless of faultAdditionally, as part of the rental contract, he has agreed to pay any amount not covered by insurance, credit card or other coverage available to himI will confirm a partial payment was received by AMEX, however they offer a benefits program that may provide coverage for part of the rental damage claim; however, this program limits coverage per their program terms and guidelinesUnfortunately, American Express’ terms conflict with the terms and conditions of the rental car contractMr [redacted] did provide his primary insurance to which we attempted to collect the balanceMr [redacted] was also advised of the conflict of the two Our office did error in billing the full claim to Geico, however it was a clerical error and not an intent to cause harm Geico has advised that the policy does not provide coverage for the unpaid balanceAlthough Mr [redacted] remains contractually responsible for the unpaid balance, as a courtesy, we have agreed to waive the remaining balance and close our file

At this time, our stance remains the sameAs the vehicle owner, my client is entitled to any and all damage based on the terms of the rental agreement (which is a legal and binding contract) regardless if they choose to complete repairsMrs [redacted] may contact our office directly to discuss a reasonable settlement for the remaining balance of the claim

The customer's complaint has been reviewed and although Alternative Claims Management's (ACM) records indicate correspondence that is dissimilar from the customer’s complaint, we have reviewed the case with our client, [redacted] ***, and they have advised ACM to close the fileThe customer will no longer be contacted by ACM

Revdex.com: After this email, they called me and offered to reduce my payment to $500, which I think is much more reasonable I have called them to make the payment I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] ***

The calculation is not reasonable for this event.My proposal: Assume the technician works full-time (8 labor hours per day); Car turned in on Monday, therefore no weekend days necessary; no diminution of value; No parts needed (vehicle was scraped not wrecked), therefore all administration fees were covered under Statefarm. [redacted] paid within 24 hours of your acceptance. Regards, [redacted]

We have reviewed the dispute with our client, Thrifty Car Rental (a licensee) of Austin, TX, and at this time, they still feel the damage was done to their vehicle while in the custody of their customerUpon check in of the vehicle, the rental return agent documented the return slip showing the
vehicle was returned with a low tireUpon further inspection, the nail in the tire was found, and it had to be replacedWe will provide to the customer all documentation as proof of the claimThrifty was not able to replace the tire until two days later due to staffing and hours of operation for the tire companyAt this time, Thrifty wishes to continue to pursue the customer as they feel the incident occurred while in their possessionIn effort to resolve the claim, Thrifty has agreed to negotiate the settlement which will also be sent to the customer separately

At this time, Thrifty Car Rental maintains their position that the customer is responsible for the damageUpon the customer's return of the vehicle, a final inspection was completed, to which the hail damage was discoveredThere was no record as to any prior damage as the vehicle was brand new in conditionUnfortunately the customer was not present when the damage was discovered, however, it does not negate the fact that new damage was present upon the final inspection. With no prior damage history and the discovery of the hail damage upon the final inspection, our client has come to the conclusion that the damage must have occurred during the customer's rental period, therefore being the renter's responsibility. The Revdex.com has confirmed that any information submitted to support the dispute is not posted, but only viewed by the staff regards to the complaint

ACM will gladly negotiate to a fair and reasonable settlement for the damage claim at handThe claim handler will be contacting the customer shortly to settle the claim

Alternative Claims Management has been retained by Thrifty Car Rental (A Licensee) of *** ** to resolve their damage claimsPer the terms and conditions of the rental agreement, if a customer declines the optional Loss Damage Waiver (LDW), the customer remains responsible for any and all damage
regardless of fault*** *** opted to decline the coverageAlthough a 3rd party was involved, in the event liability is denied, or the claim is not resolved promptly, *** *** would still remain liable for the lossOur intent was to notify *** *** of her responsibility and options to resolve the claimHarassment is not our intentWe are simply obligated to notify the customer of their responsibility and options and regret *** *** feels differentlyAt the time of our call and correspondence, Geico had not yet confirmed liability.Geico has since agreed to accept liability, therefore, ACM will no longer pursue *** for the lossWe hope to resolve the claim as soon as possible and apologize for any miscommunication or misunderstanding

Complaint: ***
I am rejecting this response until I see the documentation they are claiming to send Once it has been reviews and verified to not be something they conjured up after the fact, since their own staff stated there was no paperwork stating I was at fault, I will make further consideration But due to the admission of the staff of the business that there was no paperwork showing fault on my behalf of this, I find it hard that there is now magically documentation to prove otherwise
Regards,
*** ***

*** *** rented a brand new Nissan Rogue from Thrifty Car Rental from 4/15/- 4/19/It appears to be the first rental as the vehicle had very low mileage on it at the time of rent. Per the terms and conditions of the rental agreement, the renter is responsible for all loss and
damage to the vehicle regardless of fault, which include the items billedOn 4/18/15, there was a substantial amount of storm activity in the areaUpon the return of the vehicle, our client discovered the hail damageWeather reports were obtained to prove the conditions in the areaThrifty documented the loss as of 4/19/The initial repair estimate was completed on 4/25/The amounts billed are anticipated based on the repair estimateACM is currently working with Thrifty to confirm the loss of use (downtime) as well as obtaining supporting documents for the loss in valueState Farm has issued a partial payment for the damageThe customer is responsible for the deductible, which is the first $of damageState Farm has advised that they may provide coverage for the balance due pending the review of the additional supportsShould State Farm not cover the balance, *** will remains contractually liable per the terms of the rental agreement, which is also her responsibility to review at the time of signing the agreement Attachments include the claim supports

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this
resolution is satisfactory to meHowever, I would like Alternative Claims Management to send me an official letter stating that they are in fact closing both claims and no longer wish to pursue.
Regards,
*** ***

Complaint: ***
I am rejecting this response because:
I spoke with State Farm this morning to inquire about further optionsThey advised me that ACM needed to provide me proof of loss of use via rental logs as well as documentation of diminished valueState Farm first called Thrifty directly who confirmed that they had cars available to rent during that time, confirming that they incurred no loss of useState Farm then contacted ACM and we had a three way callOnce again they insisted that these losses were in my contract and I was responsible for the "losses"I asked directly if the car had actually been repairedThey indicated it had and was out of service for days, not the I was being charged forI inquired about what the administrative fee actually covered and also reminded them that they posted my car rental receipt with full credit card number and expiration date on an unsecured network and I had no choice but to cancel that card and get a new oneAt that point they agreed to waive the administrative fee, diminuition of value and reduce the charges to the days actually outSo, we have agreed to settle for days @ 51/day and my $deductible pending written confirmation of said termsAs a result of this incident, I will never rent from Thrifty again and will tell everyone I know about the unfortunate customer service experience I suffered with Thrifty and their business partner, Alternative Claim Management
Regards,
*** ***

Mr*** can expect to receive written confirmation that ACM has closed the file within the next 7-business daysA notification will be sent by postal mail

Thank you so much for facilitating this complaintWe were able to negotiate a fair value and both parties are now satisfiedPlease mark the case as satisfiedThanks again! Business: ACM Best Regards *** ***

I am not sure what “reasonable” or “standard calculation” means. And also, this was not my rental contract. I signed an agreement to be a secondary driver. I never agreed to any standard calculations. Can see this formula, how it relates to this incident, and who approved the formula?
Regards,
[redacted]

Alternative Claims Management has received and reviewed the complaint and disputes as provided by the customer. At this time, our office is closing both claims.