Diversified Tile & Marble Inc

Customer was charged a one day late feeCar was brought back after the agreed upon return time resulting in a one day chargeThe vehicle was dropped off outside our property after hours by the customerIt was checked in the next morning when we openedAll billing is done in hour
increments

Customer left the lights on after parking the car therefore causing the battery to dieHe declined the roadside assistance and other optional coverage's stating that he had his ownWe were happy to offer him another vehicle to exchangeThere were no other agreements made outside of the rental
contractExchanging the vehicle was a simple optionThank you

We were open until 10pm Our shuttle service ran until 10pm as wellWe are not in the business of not renting cars, that would be counter productive and would not be profitablePlease provide documentation of credit card charge for $We would be very interested in looking at it.We
believe that it does not existWe will await the documentationThank you

Complaint: ***
I am rejecting this response because: There was no response to Issue # The response to Issue#is misleading - I was NEVER contacted by phone as the company states I was verbally abused when I dropped off the car and the company has yet to supply a copy of the incident report that I completed regarding the damage to the car that was promisedSincerely,
*** ***

Complaint: ***
I am rejecting this response because: The business' response does not address the fact that I was charged double the advertised rate for a car that I did not want.On the first day of the rental, the business did offer to cancel my rental and return me to the airport This is after spending nearly two hours dealing with the agentThis would have left me with the possibility of not getting a vehicle at all for the entire week, so I chose to take the business' substitute vehicle until such time that the correct vehicle which I reserved showed up However, after a week, the higher priced convertible never materialized, yet the business still overcharged me at the higher rate of a convertible in exchange for a year old sedan which rents for half the price At no point did I agree to be charged the rate of a convertible ($299) to drive a sedan ($155).To say that I did so is pure fraud My previous points about the honesty and integrity (or should I say lack there of) are validated by this business' response to my complaint
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:
Sincerely,
*** And *** *** When I booked our flight and car rental through *** they knew my flight would not arrive into Honolulu until 1:PM We did have a stop over in LAX and there was a problem with the plane which caused a delay So I called ***/A Auto and spoke with some woman and was told not to worry they will have the car ready for me when we arrive which was not until around pm When we first arrived there was not a problem with us arriving late, the problem did not occur until I told them my Insurance Cowas going to cover us in our rental car That is when he looks at the three of us and said how many of you are there, I said three He said he will give us a seater, I thought he was kidding, I said what are you going to give us a *** car, he said that's right I told him my reservation with *** call for a seater and should hold at least large pcsof luggage he said *** doesn't know what they are talking about.....The next day *** made other arrangement for me......On the 29th I called ***/Al auto and spoke with Panda/Mgr he said he would get to the bottom of this and call me back, which he didn't so I called him and he said they would issue me a credit When I didn't get the credit I called back on the 7/and spoke with Panda he said give it some time So on the the I called *** and spoke with Bow, he called ***/A l auto and was told that we never show up at all.....So 1st they were going to issue me a credit, then they stated we never showed up, and now we were late Which we were but I called to let them know and it wasn't going to be a problem

Complaint: [redacted]
I am rejecting this response because: My issues were not addressed in their response.  The issues are the followoing: 1.  I was expecting a clean, well maintained vehicle inside and out.   After a few miles of drving off to our hotel we noticed the odor of cigarettes to which I am extremely sensiitve; and, my passenger was unable to adjust her seat back and forth vertically.2.  When I requested a reduction in price due to the switch from [redacted] to compact  since they said they didn't have another one in the size I had originally reserved they refused to adjust the price.3.  They made no effort to be conciliatory when I returned the car the next day because it was so objectionable. NOTE:  It should be noted that after returning to my hotel and renting from an on-site rental company, there was no comparison regarding the professionalism of their staff,  the excellent condtion of their vehicles to that of A-1willing to takeIn summary, I can see that based on their (A-1)vague response to my compalint that they are not willing to take responsibility for their behavior, nor is customer service of any interest to them
Sincerely,

Complaint: [redacted]
I am rejecting this response because:The business has lied and exaggerated about what happened on that day we returned the car.  My husband never antagonized or cursed at the employees, but tried to be reasonable.  I understand it ultimately comes down to a he said, she said situation, so I've put together a document that not only provides my own account of what happened, but also numerous examples of customer reviews on a variety of websites that prove the behavior in my story was not a one-off thing, but has been going on for many years.  The very last review is dated Jan 2013 and recounts a story of being charged an exorbitant fee.  I am currently disputing my transactions with the company through my credit card, so I am not looking for any kind of remuneration.  To add, I could easily claim the charges they made with my credit company since they cover me for car rentals and not have to deal with this situation, however, due to the way I was treated and the obvious history of this type of behavior, I felt it right to report them to the Revdex.com.  I love Hawaii and almost consider it my 2nd home, as I have visited many times.  NEVER have I experienced this type of behavior from any establishment, not just in Hawaii but in the world.  If there is anything that the Revdex.com can do, please let me know if you need anything from me.  I think there needs to be a place for consumers to go, aside from review sites like Yelp, to report these types of businesses.  Thank you in advance for your time and consideration.
Sincerely,
[redacted]

We are located 1.5 miles off the airport property. Our position as affiliate of [redacted] Rent-A-Car is made clear during the booking process. As a heavily discounted rate agency, all of our reservations are prepaid and we do not process refunds on early returns. This is made clear in our terms BEFORE...

the contract and car is issued to the customer. However, if for any reason a customer is unhappy with one of our vehicles, we encourage them to notify us so we can seek a solution by exchanging the vehicle for one that they will find acceptable. We offered to exchange the vehicle and even upgrade to a higher class. The customer signed and agreed to our no early return refund policy and were notified again before they decided to drop the car off anyway. They told us they were fine with simply returning it. Copies of their signed agreement are available and can be provided upon request.

Customer has not returned our car as of today 12:15 this afternoon. We have no information from the customer that there was any problem. We have been trying to call customer to clarify this complaint.  If we were informed of any issue we would have been happy to exchange the vehicle. Thank you.

As per policy, deposits are required for all tires returned to our location in damaged or non functioning order. We are currently in dispute process with your credit card agency and have provided to them all signed documentation related to your rental agreement and sales receipts. Currently, your...

money has been returned to your account until this dispute process is finalized.

Customer bought the car AS IS. He drove the vehicle after it overheated. we offered to have him tow it here and take a look at it.We found that the water pump went out and offered to replace it. We did so per his request as well as the thermostat.  We did a compression check and test passed....

Customer claimed car was running hot again. We offered to have him tow car in again and take a look at it. After checking it again we advised customer that it was probably a hairline crack in the motor from the original overheating. A compression check may not detect a minor crack. It is a fact that he did drive the vehicle after it overheated several times even though we advised him not to drive it and have it towed. He claimed he drove it anyway with the heater on to help the engine from running hot. This was even after we advised him not not drive it. We can not be responsible for an AS IS sale and a customer who drives the car when it is overheating. This has nothing to do with mechanical repairs. The damage was caused by customer driving the car after overheating.

The customer never mentioned any issues when picking up the car, during the rental period or after returning.We would have been more than happy to exchange the vehicle at any time.Thank you

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]  They were aware when I returned the car.

Mr [redacted] booked an Economy car with us. An Economy car is the smallest available class (usually the cheapest) and comprises of vehicles that are 2-4 doors with small capacities and good economy. He was rented a [redacted] which is precisely the type of vehicle he reserved. He brought the car...

back the next day due to a general fault warning light (the triangle with exclamation). Here is a link to what the light means [redacted] When the vehicle was brought to the mechanic, it was deemed to be a faulty license plate illumination bulb for the rear passenger side. A non issue but we did not deny the customer a vehicle exchange as we wanted to satisfy him.He states that he was then issued an older car with no power windows or locks. He was in fact, given another [redacted] with less miles. He made several calls to the office stating that when he went to turn on the headlights, that the dash lights would shut off. I personally tried to explain that it was the dimmer switch setting for the interior lights that needed to be turned up but he was unnecessarily combative and aggressive towards my polite suggestions. He made personal verbal attacks at me using lots of unnecessary profanity. He would just absolutely refuse to believe me and it was honestly bewildering. INSTEAD of considering my advise to try the dimmer switch, he continued on and on about how he was a mechanic and I was a "f-ing it". THEN he started bringing up the size of the car not being what he reserved and saying we scammed him (clearly his reservation confirmation for an economy car prove this false) which made me think that he was really just upset maybe about not having a big enough car for himself. So naturally, I tell him to bring his car back to exchange and we would give him a 4 door compact car this time free of charge. Which he did bring in and we did give him a free upgrade to the next size up. Not until after he made unnecessary commotion and expletives at the staff and other customers as he was here. After getting him situated in his bigger car, we took the fiat to the back for inspection and surprise! The dimmer switch was cranked almost all the way down so that when the light switch was on the parking / running light setting, the dash would be fully illuminated, but when the headlights turned all the way on, the dash lights were almost at their dimmest setting. Long story short, He booked the tiny car for the tiniest price, complained that it wasn't what he reserved, complained about every car we gave him until he got his free upgrade while simultaneously abusing a good 30% of our staff.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12007509, and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: Your allegations are incorrect. How can there be a cigarette odor when none of the parties smoke. Furthermore, what reasonable person would believe you spent $300 to clean the car when it was already a mess in the car in the first place.
Sincerely,
[redacted]

Here are the facts: Customer made this reservation through a third party company. The reservation clearly states the cancellation policies.  This reservation was not canceled 72 hours prior to pick up and therefore was charged the 1 day no show fee. The comments she made were untrue and...

offensive and we flatly reject them. Additionally we have thousands of happy and grateful customers.

Again,They did not arrive until several hours after their specified pick up time. We were completely sold out and no longer accepting any more reservations online as it was an absolute peak period. When they arrived at our location, the agent got the managers clearance to offer them one of the fleet reserve vehicles as their reservation had expired. We didn't know at the time that time how many people they had in their party. Unfortunately, the only car we had that could be rented to them for the same price was too small to fit their passengers with luggage. Although they did have a reservation for a [redacted] or similar, that reservation had expired several hours before their arrival. Please see the attached Terms and Conditions page taken directly from [redacted]'s website. Customers placing reservations must agree to these terms before finalizing them. I will reiterate in regards to the insurance, we are required to offer coverage to all parties that wish to enter a rental contract with us. As we deal with travelers from all over the world, it is our responsibility to ensure that all drivers are properly insured and are aware of what coverage we offer.

Customer bought a 13 year old vehicle with over 140,000 miles. This was an "AS IS" sale. We have signed documentation by the customer stating that there was no warranty and vehicle came "AS IS".