Diversified Tile & Marble Inc

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

Complaint: [redacted]
I am rejecting this response because: Their policy may be to require a $150.00 deposit on a flat tire, but I did not see it  stated anywhere in their rental agreement. The manager, Panda, himself agreed in one of our conversations that $20.00 might be a more appropriate amount for repairing a flat tire. They say they are "currently in dispute process with my credit card agency", The dispute is not with the credit card company, but with me. Panda the manager had told me previously that they had authorized a refund of $150.00 back onto my card June 15th, 2017. There was no refund made to my card and there still is no refund showing on my card up to this present time. 10/28/2017 The statement that "Currently, your money has been returned to your account until this dispute process is finalized" makes no sense. I have no account with them. They simply need to credit my charge card with the refund. Many similar complaints show up on [redacted] and [redacted]. So sorry I did not check them first. Again: Do Not Do Business with this company.
Sincerely,
[redacted]

Our customer has been sending numerous emails to an automated forwarding email. We do not check that account and he was informed of that over the phone when he mentioned it. Every time he has called I PERSONALLY answered and returned his phone calls and encouraged him to reach out to me throughout the process if he needed help or had any questions. It is not our fault that the local FIAT dealership underwent a huge relocation process and was unable to answer our requests to them. We did everything we were obligated to do within our contract. We provided the car and services as reserved, the customer declined our collision damage waiver accepting full financial responsibility and brought the car back damaged. We requested a parts invoice from the dealership immediately and was informed that they temporarily unavailable to take new orders or cars as they were in transition. We made requests every week until it was fulfilled. In the meantime our customer would call us and I would inform him of this repeatedly! We have been more than accommodating to his calls every week. We have been "Nice" throughout this entire process. Contacting the Revdex.com does not alter our course of conduct. Perhaps our customer should be more careful when driving the next time or consider purchasing the proper damage waivers for the convenience of walking away with no responsibility after incident.

We have been dealing directly with our customer on the matter to settle the insurance claim.

We have attached copies of the rental contract which shows the customer declining our collision damage waiver, a condition report sheet where the customer signs acknowledging responsibility for any new damage and signs for damages already pre-existing, a repair invoice from Fermahin's Auto Body for...

the new damage incurred from this rental contract, and a full breakdown for all repairs and loss. We have also attached pictures of the damaged area. Our contract states that any damage or loss incurred during the rental period is the full responsibility of the renter(s) and are required to pay us for any and all loss or damage to the vehicle if they are declining our CDW. The customers understood this and signed in agreement opting to use their own coverage. On the night of their return, a football sized dent was found on the passenger front fender (please see pictures). The agent performing the inspection referenced the prior condition report where all other damages pre-existing were noted. This damage was not previously noted. As an extra measure, the agent referenced three prior rental agreements to see if the damage was missed on the initial inspection. She could not find the damage noted on any other previous rental agreement either. The female renter acknowledged that the damage was new but her male companion became irate and aggressive with  our staff denying the claim even though we showed him the inspection sheet they signed off on saying that the damage was not there. As per our contract, the agent advised them that the deposit for the damages would be $500 until we were able to obtain a full estimate the next morning. The man began swearing and displaying intimidating behavior to our agent and refused to leave any deposit. The woman was much more calm and reasonable and stated that she would pay only half the deposit for now until they were sent an estimate at which time they would pay for the damage in full. Being that our agent was already extremely stressed by the mans aggression, she agreed to their demands and they got on the shuttle to the airport. Immediately the next morning, the manager on duty obtained all documentation and estimate necessary for the damage claim. He called the customers to give them an update and let them know the total amount and request an email to send them a copy of all documentation. No one answered so he left a message. A few hours later we received a call back from the female renter. An email address was obtained and the scanned documents and pictures were sent to her. Moments later, her male companion called back and began verbally abusing our agents on the phone saying that what we were doing was wrong. He began using obscenities with our female agent and she escalated the call to the manager. The manager tried to explain to him how the process would work and offered help submitting the claim to his credit card agency or insurance policy so they could be reimbursed for the damages. He was still very irate and demeaning. At several points during the conversation he made comments saying "I wish I was still in Hawaii right now so I could come down and see you personally and hit you in the face" and "I would F[redacted]ing kill you if you were in arms reach". We do not tolerate being spoken to in such an inappropriate way. At no point did our manager use any curse words. For them to make such ludicrous claims that "racial slurs" were used on them is childish and obviously a smoke screen. We understand that the damaging the vehicle was unfortunate. We don't like it any more than they do. But attempting to dodge the responsibility for the damage in such a way is highly distasteful. We have given them the documents so they can be reimbursed what they are out. The proper thing to do would simply be submitting it to their insurance carrier to be reimbursed. They have everything they would need AND we were and still are willing to help submit it for them.

Aloha, After having pulled this unit in question related to Mr. [redacted] rental agreement, a full vehicle inspection was performed to verify the noted issues with the top not latching, excessive body damage, door handle not staying on and bald tires. We have found NONE of these issues to be...

evident. We delivered a 2 door sports convertible to our customer as promised on the website he made the reservation. We never promised him any sort of discount. He was unsatisfied with the first vehicle we presented him and let him pick another one that he was satisfied with. He signed for it and left our facility. He did not bring the car back in the same condition in which it was issued. The check-in agents are there strictly to inspect the vehicle for any new body damage and to record the amount of gas and miles. As the customer returned the car with no new damage and with the proper amount of gas, he would have been given the OK to go. After the car goes to the detailing area, the car detailers will flag the car for a cleaning fee if it is returned excessively dirty. If Mr. [redacted] returned his car to us as he said it was given, we would not have charged him a cleaning fee.

Complaint: [redacted]
I am rejecting this response because:
I do not have the rental agreement because I DID...

NOT rent it.  The response from the business conflict to their action.  If they didn't have the rental agreement, how could they charge on my credit card.  I attached two credit card statements to show that A1 charged me and my husband in 2 credit cards.  One is right, which is under [redacted].  But the charge under [redacted] is not correct.  Please make action to resolve it.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:We are still waiting on payment of $1500 back from A1 rental. On Tuesady, 23 Jun, [redacted] provided a status of payment of check they received from [redacted] on 2 Jun. However, he said he is working getting remaining balance from [redacted] according to the repair estimate. He said he will not release the full amount of my withholding of $1500 until they received the remaining from [redacted].There were few statements from A1 rental that didn't match with my record. The driver was interested in making repair payment on her own at first, but she had informed [redacted] and I that the claim request will be processed through her [redacted] same day, 15 Jan. This can be verify with the driver and her party. I have sent an email to A1 rental in March asking for claim status report but no luck receiving any response. I have sent another email in May to A1 Rental and the driver and found out the claim was not properly submitted. Please understand that I'm not pointing finger to who and what didn't happen. I want to inform everyone the detail so we can move on with correct information to help resolve this issue. Last week, I have found out about a partial payment amount of check (~$1600) was sent to A1 rental. [redacted] said he will release my $1500 once he verify check amount of $1500 or more. I didn't receive a confirmation of check from him until, 23 Jun. I appreciate your quick response through Revdex.com. [redacted] had informed me that your team is working this issue.  Please keep us inform on status. Thank you. 
Sincerely,
[redacted]

The claim for Ms. ** has already been processed. As she was advised by us, and her insurance carrier [redacted] her deductible is $500 and her policy does not cover Loss of use or Diminished Value which equate to $766.88 of the total claim. Her policy only covers the auto body repair which was $1219.10...

less her $500 deductible which is why [redacted] could only release a check for $719.10. The total loss amount on this claim was $2143.05. She paid $1600 towards the loss and with [redacted] paying the $719.10, we refunded her in the amount of $176.05. We understand that she is upset because the entire claim is not being covered, but it is simply because she did not have the the other items under her policy.

We are in the process of reviewing this request however we do not have a rental agreement under this name.Please provide a copy of the rental agreement so we can assist.Respectfully.