Diversified Tile & Marble Inc

We have made multiple attempts to collect your account balance over the past two months since you returned the vehicle in June. We have already sent ALL requested documentation as of July 10th. We sent a complete PDF including 1.)Itemized repair bill, 2.)Scanned copy of your rental agreement,...

3.)Prior condition report of the vehicle where any prior damage was notated and the post condition report where the new damage was that Mr. J[redacted] signed off on), 4.)Our final demand letter for all loss and damage totaling $3,791.42.  I have attached a copy of that attachment to this response. Please take the necessary steps to claim through your insurance company to issue payment immediately. To set the record straight, Expedia called on August 12th at 9:15AM to notify us that you had still not yet received the documents we had sent to you a month prior. We confirmed your email address with them as rj[redacted].org and immediately resent the documentation and requested that you contact us so we could find out what insurance company you were claiming through and expedite the process. We did not get a response. We have made multiple attempts to contact you by phone at the number that was provided to us on your rental agreement. We did not get an answer. Furthermore, we have never been contacted by your insurance company. We are wondering if you truly do have comprehensive and collision coverage that will pay for these damages. Lastly, before we issued you a car, you declined any of our rental protection coverage offered at the counter and agreed to pay us in full for any loss or damage to the car to be later reimbursed by your insurance company. You signed our rental agreement agreeing to all terms and conditions of the rental. When the vehicle was returned and the damage was brought up, it was Mrs. J[redacted] that was getting confrontational, yelling at our employees and cussing out the manager refusing to pay for the damages as stated clearly, and signed for in multiple places on our rental agreement. Mr. J[redacted] was more reasonable to deal with and after calming Mrs. J[redacted], agreed to leave us a cash deposit in the amount of $1000. As of this time, we are seeking the balance of $2791.42. We need your insurance company's contact as well as claim number so we can push our claim forward. We have every intention on getting payed for the losses we incurred during this rental. Again, please find the documents in question attached.

This is clearly the responsibility of the driver to insure the light are turned off after parking the vehicle. We never offered a refund of any type. We are always happy to exchange a vehicle even in this case which was caused by driver of the car. Thank you.

Complaint: [redacted]
I am rejecting this response because:What the business stated about the car lights is not true.  The lights on the subject vehicle were left on by the business and I turned them off when I first parked the car not long after I picked up the rental.  When the car did not start later in the day and the next morning, I questioned the overall safety of the vehicle.  I decided to pursue returning the car because I did not want to risk my or my young son's safety by operating a vehicle that may not be in acceptable driving condition.  My overall experience with A-1 was not very good (as I explained in the previous documentation and below) and had I been given proper assistance and at least better customer service and respect, I probably would have opted to exchange the car.  My declining of additional coverage from A-1 has nothing to do with this situation.  When I first contacted A-1 about the car being dead, considering that they left the lights on, I expected that they would offer assistance to help me get the vehicle started and returned to the lot.  The staff was very unaccommodating and hung up on me and did not return or answer my follow up calls until much later in the day on 1/14/17.  When I finally spoke to a lady (agent) at or around 2:30 pm on 1/14/17 she said just get the car started and return it to the lot and the refund will be no problem.  I told agent that I had no one to help me until sometime on 1/15/17; she said that was fine.  On 1/15/17, as soon as I got the car started, I returned it to A-1.  The lady at the front counter with the glasses and blue eyes said that I would have to talk to Panda, who returns to work on 1/18/17, to get the refund.I am respectfully asking for a full refund of my money because I did not get to use the vehicle that I rented and I did not feel safe driving it and was disappointed with the overall service of A-1. Sincerely,
[redacted]

We have been waiting for the local Fiat dealer to send us a parts invoice on the vehicle. They have been going through a location move the past few months and have been slow to respond with the documents we needed. We also obtained an estimate to repair the damage to the mirror cap from a body shop...

and decided that simply replacing the part would be significantly more cost effective than having it repainted and elected to wait for the dealer. All invoices have since been received and sent to our customer. Currently we are still dealing directly with them.

Complaint: [redacted]
I am rejecting this response because:1: The sign outside of the building states that they offer military discounts. This discount was not delivered.2: The vehicle was dirty to begin with. I refused to initial the paperwork that stated that it was clean. Had it been clean, I would have initialed the paperwork stating that it was clean. Had it been clean, I would have authorized a cleaning fee if it was returned dirty.
Sincerely,
Ryan Parry

The tires were fine at the time the customer took delivery. Per their statement the problem occurred after they left our property and were driving. They had run over something on the road like a nail or screw which caused the tire to leak slowly. When the customer did inform us of the issue we...

offered to immediately exchange the vehicle and have the tire inspected. Per the customers statement they declined to bring the car back. Eventually once the car was brought in to our facility we requested the customer to pay the $150 plus tax to replace the tire. The tire was damaged very close to the sidewall and also by driving on the tire while it was going flat.  This was not caused by wear and tear. This was caused due to road debris and the customers failure to promptly address the issue.

As customer confirms that he did accept rental car instead of canceling. He did sign rental agreement. Customer could have easily declined rental. He did not spend more than a few minutes with rental agent. To say 2 hours is highly exaggerated as with the rest of his comments. He could have also returned the rental on the third day as he claims he stopped by since there were many option at several other rental companies. In fact he could have easily refused to rent the car and accept a shuttle from us back to the airport on day one and rented a car from any of the other car rental companies. To keep the rental the entire time and then ask for a refund is not acceptable. We flatly reject his other untrue and highly exaggerated comments. The customer could have prevented the entire dispute if he simple would have refused the rental, accepted our offer to cancel and accepted our shuttle back to the airport. Once again, to use the rental the entire time and then demand a refund is unacceptable. Summary: We rent thousands of cars with thousands of happy customers. As in any high volume business we do have a few that are unhappy customers. However it is rare for a customer to use a rental for the entire time and then demand a refund. We wish him the best.

Complaint: [redacted]
I am rejecting this response because:  
I sent the emails to the email address found at your website (attached picture), and two more found on the internet: [redacted], [redacted], [redacted]. About the calls, you only answered one time - the other times you or your employees putted me on hold. I’m not complaining about the renting process, it was all good until you have charged me the damaged and took two months to send me the required docs. Now, my deadline to submit the docs to my credit card company have expired, and I will not get the $300 refunded. 
 
I’m very regretted to rented the car at A1-Rent-Car Hawaii - the reviews at the internet speaks for itself (attached files), so many disappointed customers with very similar problems: contracting the service because of the “good” price, and after return the car the company charges fees inventing any problem. Also, it is not by chance that your company was revoked by Revdex.com, with so many customers complains unsolved.
 
Please, give me the $300 back, in order to make a good faith effort to resolve it.
Sincerely,
T[redacted] R[redacted]

Complaint: [redacted]
I am rejecting this response because:The response from A1 car rental is a complete and utter copout!!!They may licensed and in business for the past 10+ years but that does not make them safe or true to what they are selling online to unknowing customers. The cars are in such bad condition inside and out. Any larger car company would never try to pish customers into such vehicles otherwise they would be dealing with multi million dollar law suits on a regular basis.  The pure fact alone that A1 have blocked customers from giving yelp reviews of their service and vehicles show that they are ashamed of their terrible rating and existing reviews, and don't want new customers adding to their appalling reputation. (PLEASE GO AND READ THE REVIEWS) The fact of the matter still remains that their vehicle quality across their entire operation is well below the standards the State of Hawaii requires, and their service isn't any better!! The "upgraded" car they gave me was in just as poor condition as the first but after trying to get out of the entire deal with no hope what so ever I had no choice but to drive another one of their greatly deteriorated vehicles for the remainder of my holiday in Hawaii. The car was so bad that our close friends on the island gave me their family car to use on the days they didn't need it so that we didn't have to drive that unsafe car when possible. I ask the Revdex.com to please take the time to send an officer to the A1 location themselves to inspect the facility and vehicles. Within the first minute of being there you will understand exactly what Im describing and why so many customers before me, and after me want this place blacklisted and our hard earned money replace. I urge you Revdex.com to please investigate this further so these criminals and their racket get shut down immediately before someone loses their lives due to such unsafe vehicles. I still request a full refund also. Yours truly  [redacted] 
Sincerely,
[redacted]

There's a sign outside that offers a military discounts with the sales department when buying a car. Our rates online are the lowest with all discounts already applied.If he wasn't happy with the rate he could have chosen a different rental agency.The car was not issued dirty, it had been cleaned prior to issue. Mr. [redacted] was the one who PICKED that car. IF the car was an issue he should have declined it.He took the car, signed for it, and used it for the entire period, AND then he trashed it.Only now is he complaining about the car and the rate.We refuse to be scammed.We reject his comments. There are absolutely no grounds for this complaint.

It is undisputed that the car was returned missing a hubcap. Servco Toyota of Honolulu charges us $89.95 per hubcap. The vehicle rented had a matching set. We verified this after receiving your complaint. In good faith we offered to split the difference with the customer. Customer became aggressive...

and confrontational. Customer signed contract PRIOR to rental agreeing to be responsible and pay for any loss or damage to the vehicle.

As the customer stated we offered a couple of options. We were willing to cancel the reservation and no charges would be incurred.  The second option was to rent a car. They chose to rent a car. At anytime if the customer was not happy we would exchanged the car or canceled the remaining time...

at no further charges would be incurred. Now after the entire duration of the rental period has been used they are requesting a credit. That would mean that they received a free week of a rental car. As stated they could have either declined to rent the car or exchanged it during the rental period. Services have been rendered. Thank you.

Our customers had reserved an [redacted] car for pick up June 22nd at noon. 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. 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. 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. 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.

Complaint: 10840595
I am rejecting this response because:
Unfortunately the response provided by the business is inaccurate and unacceptable. There are many inconsistencies with their response when compared to the truth, the main one being that the car was fitted with identical factory spec hub caps when it was not. See the following link for hub caps:http://www.amazon.com/HUBCAPS-TOYOTA-COVERS-DESIGN-UNIVERSAL/dp/B003LDROGG (The car WAS NOT fitted with Toyota branded hub caps)At the time, we did of course disagree with their version of events, but to use the word confrontational simply isn't true. Furthermore, I declined permission for my credit card to be charged and they ran it anyway in the midst of laughing at me. I am currently in discussions with my credit card company regarding this as this was an unauthorized transaction. I also attached a photograph demonstrating that there was a low tire pressure light on for the entirety of our rental period which seems consistent with most of your customers' experiences. Please see the following link:http://www.yelp.com/biz/a-1-rent-a-car-honolulu-4The Company's sarcastic responses on YELP paint the best picture and I think this link is the best evidence as to the practices of this Company. It is a shame that the business is tarnishing tourists experiences of this beautiful place.Please provide a full refund.
Sincerely,
Oliver L**

Complaint: 11933953
I am rejecting this response because:This company and this manager Panda T[redacted], should be put out of business and he should be fired. He is a flat out liar. After being walked through the deceptive web site by the main Florida company, was a tiny barely visible faint blue dot next to the Free Cancellation words. If you can see it, and click on it it says 48 hours cancellation not 72 hours. On my computer the blue is so faint I could not see it. As I said, I made this reservation by mistake and cancelled it in 4 minutes. I then received a successful cancellation email with no other information. This company has a 100% negative comments on Revdex.com of Hawaii and is rated F, the lowest possible rating. This company should be investigated by the Hawaii State Attorney General for its deceptive business practices and put out of business. The rude employees who hung up on me several times, refused to take my name and number, the rude manager Panda T[redacted] who refused to contact me after 4 days of calling the office and emailing him, it was by accident he answered the phone when I called again. This business opened in 2004 and seems not to practice the spirit of Aloha. They practice greed and WILL get your money by any means necessary. Panda T[redacted] is the only company who uses this deceptive advertising practice. No other company does this. My horrible treatment on the phone with Panda was insulting, rude and unprofessional. He knows I cancelled within the correct amount of time even though I made the mistake with the reservation. When I sent him the email proof, he never called me back as he said he would. He knows he was wrong and needs to admit this new refund my money.
Sincerely,
Autumn A[redacted]

Aloha,We are sorry to hear of your experience and are taking the necessary steps to look into this incident. While we are still conducting our investigation, can you please resubmit the slip from AAA? We are unable to view it on our side. If it is easier, you can also email it to us at...

[email protected]. This will greatly assist us in reaching a resolution.Mahalo

Complaint: [redacted]
I am rejecting this response because: I stand by my first letter. The 2nd car was not a [redacted], I have photo's taken by you of the 2nd car.  Also there was no profanity by me or anyone else. I expect a full refund. And a apology for the false accusations.   I have witnesses.
Sincerely,
[redacted]

Customer arrived after our hours of operation. We offered her a couple of options the next day which she chose not to take.

Complaint: [redacted]
I am rejecting this response because:A1 continues to lie about being present after 9:00pm on Saturday, June 13th. I provided you with documented proof of our repeated calls when no one answered their phone and that documented proof also has the call made the following morning when their own employee stated that they closed at 9:00pm on Saturday. I will once again attached these files. If you call [redacted] and the other rental agencies, they will be able to verify that A1 customers were left stranded Saturday night, June 13th.I also provided you with our rental contract and let you know that our credit card company stated that an agency like A1 has up to 30 days to request payment. While it isn't currently being charged to our account, we are now obligated to continue monitoring.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:An employee of [redacted] cars promised me the shuttle would be there to pick me up even if my flight...

was delayed.  On their website it states that after hours shuttle service is available.  The options they offered me were not acceptable.  It was a two seat smart car or a Jeep for an additional $40 per day.  They were dishonest to me and were insulting and rude with any interaction I had with them trying to resolve the issue.  I felt talked down to & discriminated against as a woman.  Telling me I am not normal and I just need to find a beach somewhere to lay on.  I haven't ever witnessed such a lack of customer service.  I stand by my original complaint and request some form of compensation.
Sincerely,
[redacted]