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 lossWe have also attached pictures of the damaged areaOur 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 CDWThe customers understood this and signed in agreement opting to use their own coverageOn 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 notedThis damage was not previously notedAs an extra measure, the agent referenced three prior rental agreements to see if the damage was missed on the initial inspectionShe could not find the damage noted on any other previous rental agreement eitherThe 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 thereAs per our contract, the agent advised them that the deposit for the damages would be $until we were able to obtain a full estimate the next morningThe man began swearing and displaying intimidating behavior to our agent and refused to leave any depositThe 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 fullBeing that our agent was already extremely stressed by the mans aggression, she agreed to their demands and they got on the shuttle to the airportImmediately the next morning, the manager on duty obtained all documentation and estimate necessary for the damage claimHe 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 documentationNo one answered so he left a messageA few hours later we received a call back from the female renterAn email address was obtained and the scanned documents and pictures were sent to herMoments later, her male companion called back and began verbally abusing our agents on the phone saying that what we were doing was wrongHe began using obscenities with our female agent and she escalated the call to the managerThe 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 damagesHe was still very irate and demeaningAt 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*ing kill you if you were in arms reach"We do not tolerate being spoken to in such an inappropriate wayAt no point did our manager use any curse wordsFor them to make such ludicrous claims that "racial slurs" were used on them is childish and obviously a smoke screenWe understand that the damaging the vehicle was unfortunateWe don't like it any more than they doBut attempting to dodge the responsibility for the damage in such a way is highly distastefulWe have given them the documents so they can be reimbursed what they are outThe proper thing to do would simply be submitting it to their insurance carrier to be reimbursedThey have everything they would need AND we were and still are willing to help submit it for them
We have been waiting for the local Fiat dealer to send us a parts invoice on the vehicleThey have been going through a location move the past few months and have been slow to respond with the documents we neededWe 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 dealerAll invoices have since been received and sent to our customerCurrently we are still dealing directly with them
Customer bought the car AS ISHe drove the vehicle after it overheatedwe 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 itWe did so per his request as well as the thermostat We did a compression check and test passed Customer claimed car was running hot againWe offered to have him tow car in again and take a look at itAfter checking it again we advised customer that it was probably a hairline crack in the motor from the original overheatingA compression check may not detect a minor crackIt 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 towedHe claimed he drove it anyway with the heater on to help the engine from running hotThis was even after we advised him not not drive itWe can not be responsible for an AS IS sale and a customer who drives the car when it is overheatingThis has nothing to do with mechanical repairsThe damage was caused by customer driving the car after overheating
Complaint: [redacted] I am rejecting this response because:1: The sign outside of the building states that they offer military discountsThis discount was not delivered.2: The vehicle was dirty to begin withI refused to initial the paperwork that stated that it was cleanHad it been clean, I would have initialed the paperwork stating that it was cleanHad it been clean, I would have authorized a cleaning fee if it was returned dirty Sincerely, Ryan Parry
Aloha,We are sorry to hear of your experience and are taking the necessary steps to look into this incidentWhile we are still conducting our investigation, can you please resubmit the slip from AAA? We are unable to view it on our sideIf it is easier, you can also email it to us at [email protected] will greatly assist us in reaching a resolution.Mahalo
This is clearly the responsibility of the driver to insure the light are turned off after parking the vehicleWe never offered a refund of any typeWe are always happy to exchange a vehicle even in this case which was caused by driver of the carThank you
It is undisputed that the car was returned missing a hubcapServco Toyota of Honolulu charges us $per hubcapThe vehicle rented had a matching setWe verified this after receiving your complaintIn good faith we offered to split the difference with the customerCustomer became aggressive and confrontationalCustomer signed contract PRIOR to rental agreeing to be responsible and pay for any loss or damage to the vehicle
The tires were fine at the time the customer took deliveryPer their statement the problem occurred after they left our property and were drivingThey had run over something on the road like a nail or screw which caused the tire to leak slowlyWhen the customer did inform us of the issue we offered to immediately exchange the vehicle and have the tire inspectedPer the customers statement they declined to bring the car backEventually once the car was brought in to our facility we requested the customer to pay the $plus tax to replace the tireThe 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 tearThis was caused due to road debris and the customers failure to promptly address the issue
As per policy, deposits are required for all tires returned to our location in damaged or non functioning orderWe 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 receiptsCurrently, your money has been returned to your account until this dispute process is finalized
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:Acontinues to lie about being present after 9:00pm on Saturday, June 13thI 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 SaturdayI will once again attached these filesIf you call [redacted] and the other rental agencies, they will be able to verify that Acustomers 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 Ahas up to days to request paymentWhile it isn't currently being charged to our account, we are now obligated to continue monitoring Sincerely, [redacted]
Mr [redacted] booked an Economy car with usAn Economy car is the smallest available class (usually the cheapest) and comprises of vehicles that are 2-doors with small capacities and good economyHe was rented a [redacted] which is precisely the type of vehicle he reservedHe 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 sideA 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 locksHe was in fact, given another [redacted] with less milesHe made several calls to the office stating that when he went to turn on the headlights, that the dash lights would shut offI 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 suggestionsHe made personal verbal attacks at me using lots of unnecessary profanityHe would just absolutely refuse to believe me and it was honestly bewilderingINSTEAD 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 himselfSo naturally, I tell him to bring his car back to exchange and we would give him a door compact car this time free of chargeWhich he did bring in and we did give him a free upgrade to the next size upNot until after he made unnecessary commotion and expletives at the staff and other customers as he was hereAfter 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 settingLong 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
Complaint: I am rejecting this response because: Unfortunately the response provided by the business is inaccurate and unacceptableThere 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 notSee 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 trueFurthermore, I declined permission for my credit card to be charged and they ran it anyway in the midst of laughing at meI am currently in discussions with my credit card company regarding this as this was an unauthorized transactionI 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' experiencesPlease 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 CompanyIt is a shame that the business is tarnishing tourists experiences of this beautiful place.Please provide a full refund Sincerely, Oliver L**
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-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-has nothing to do with this situation When I first contacted A-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/ When I finally spoke to a lady (agent) at or around 2:pm on 1/14/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- 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-Sincerely, [redacted]
Customer bought a year old vehicle with over 140,milesThis was an "AS IS" saleWe have signed documentation by the customer stating that there was no warranty and vehicle came "AS IS"
The claim for Ms [redacted] has already been processedAs she was advised by us, and her insurance carrier [redacted] her deductible is $and her policy does not cover Loss of use or Diminished Value which equate to $of the total claimHer policy only covers the auto body repair which was $ less her $deductible which is why [redacted] could only release a check for $The total loss amount on this claim was $She paid $towards the loss and with [redacted] paying the $719.10, we refunded her in the amount of $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
Complaint: [redacted] I am rejecting this response because: Your allegations are incorrectHow can there be a cigarette odor when none of the parties smokeFurthermore, what reasonable person would believe you spent $to clean the car when it was already a mess in the car in the first place Sincerely, [redacted] ***
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.
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 lossWe have also attached pictures of the damaged areaOur 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 CDWThe customers understood this and signed in agreement opting to use their own coverageOn 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 notedThis damage was not previously notedAs an extra measure, the agent referenced three prior rental agreements to see if the damage was missed on the initial inspectionShe could not find the damage noted on any other previous rental agreement eitherThe 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 thereAs per our contract, the agent advised them that the deposit for the damages would be $until we were able to obtain a full estimate the next morningThe man began swearing and displaying intimidating behavior to our agent and refused to leave any depositThe 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 fullBeing that our agent was already extremely stressed by the mans aggression, she agreed to their demands and they got on the shuttle to the airportImmediately the next morning, the manager on duty obtained all documentation and estimate necessary for the damage claimHe 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 documentationNo one answered so he left a messageA few hours later we received a call back from the female renterAn email address was obtained and the scanned documents and pictures were sent to herMoments later, her male companion called back and began verbally abusing our agents on the phone saying that what we were doing was wrongHe began using obscenities with our female agent and she escalated the call to the managerThe 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 damagesHe was still very irate and demeaningAt 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
*ing kill you if you were in arms reach"We do not tolerate being spoken to in such an inappropriate wayAt no point did our manager use any curse wordsFor them to make such ludicrous claims that "racial slurs" were used on them is childish and obviously a smoke screenWe understand that the damaging the vehicle was unfortunateWe don't like it any more than they doBut attempting to dodge the responsibility for the damage in such a way is highly distastefulWe have given them the documents so they can be reimbursed what they are outThe proper thing to do would simply be submitting it to their insurance carrier to be reimbursedThey have everything they would need AND we were and still are willing to help submit it for them
We have been waiting for the local Fiat dealer to send us a parts invoice on the vehicleThey have been going through a location move the past few months and have been slow to respond with the documents we neededWe 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 dealerAll invoices have since been received and sent to our customerCurrently we are still dealing directly with them
Customer bought the car AS ISHe drove the vehicle after it overheatedwe 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 itWe did so per his request as well as the thermostat We did a compression check and test passed Customer claimed car was running hot againWe offered to have him tow car in again and take a look at itAfter checking it again we advised customer that it was probably a hairline crack in the motor from the original overheatingA compression check may not detect a minor crackIt 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 towedHe claimed he drove it anyway with the heater on to help the engine from running hotThis was even after we advised him not not drive itWe can not be responsible for an AS IS sale and a customer who drives the car when it is overheatingThis has nothing to do with mechanical repairsThe damage was caused by customer driving the car after overheating
Complaint: [redacted] I am rejecting this response because:1: The sign outside of the building states that they offer military discountsThis discount was not delivered.2: The vehicle was dirty to begin withI refused to initial the paperwork that stated that it was cleanHad it been clean, I would have initialed the paperwork stating that it was cleanHad it been clean, I would have authorized a cleaning fee if it was returned dirty Sincerely, Ryan Parry
Aloha,We are sorry to hear of your experience and are taking the necessary steps to look into this incidentWhile we are still conducting our investigation, can you please resubmit the slip from AAA? We are unable to view it on our sideIf it is easier, you can also email it to us at [email protected] will greatly assist us in reaching a resolution.Mahalo
This is clearly the responsibility of the driver to insure the light are turned off after parking the vehicleWe never offered a refund of any typeWe are always happy to exchange a vehicle even in this case which was caused by driver of the carThank you
It is undisputed that the car was returned missing a hubcapServco Toyota of Honolulu charges us $per hubcapThe vehicle rented had a matching setWe verified this after receiving your complaintIn good faith we offered to split the difference with the customerCustomer became aggressive and confrontationalCustomer signed contract PRIOR to rental agreeing to be responsible and pay for any loss or damage to the vehicle
The tires were fine at the time the customer took deliveryPer their statement the problem occurred after they left our property and were drivingThey had run over something on the road like a nail or screw which caused the tire to leak slowlyWhen the customer did inform us of the issue we offered to immediately exchange the vehicle and have the tire inspectedPer the customers statement they declined to bring the car backEventually once the car was brought in to our facility we requested the customer to pay the $plus tax to replace the tireThe 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 tearThis was caused due to road debris and the customers failure to promptly address the issue
As per policy, deposits are required for all tires returned to our location in damaged or non functioning orderWe 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 receiptsCurrently, your money has been returned to your account until this dispute process is finalized
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:Acontinues to lie about being present after 9:00pm on Saturday, June 13thI 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 SaturdayI will once again attached these filesIf you call [redacted] and the other rental agencies, they will be able to verify that Acustomers 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 Ahas up to days to request paymentWhile it isn't currently being charged to our account, we are now obligated to continue monitoring Sincerely, [redacted]
Mr [redacted] booked an Economy car with usAn Economy car is the smallest available class (usually the cheapest) and comprises of vehicles that are 2-doors with small capacities and good economyHe was rented a [redacted] which is precisely the type of vehicle he reservedHe 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 sideA 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 locksHe was in fact, given another [redacted] with less milesHe made several calls to the office stating that when he went to turn on the headlights, that the dash lights would shut offI 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 suggestionsHe made personal verbal attacks at me using lots of unnecessary profanityHe would just absolutely refuse to believe me and it was honestly bewilderingINSTEAD 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 i
t"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 himselfSo naturally, I tell him to bring his car back to exchange and we would give him a door compact car this time free of chargeWhich he did bring in and we did give him a free upgrade to the next size upNot until after he made unnecessary commotion and expletives at the staff and other customers as he was hereAfter 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 settingLong 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
Complaint: I am rejecting this response because: Unfortunately the response provided by the business is inaccurate and unacceptableThere 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 notSee 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 trueFurthermore, I declined permission for my credit card to be charged and they ran it anyway in the midst of laughing at meI am currently in discussions with my credit card company regarding this as this was an unauthorized transactionI 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' experiencesPlease 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 CompanyIt is a shame that the business is tarnishing tourists experiences of this beautiful place.Please provide a full refund Sincerely, Oliver L**
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-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-has nothing to do with this situation When I first contacted A-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/ When I finally spoke to a lady (agent) at or around 2:pm on 1/14/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- 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-Sincerely, [redacted]
Customer bought a year old vehicle with over 140,milesThis was an "AS IS" saleWe have signed documentation by the customer stating that there was no warranty and vehicle came "AS IS"
Customer arrived after our hours of operationWe offered her a couple of options the next day which she chose not to take
Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted] They were aware when I returned the car
The claim for Ms [redacted] has already been processedAs she was advised by us, and her insurance carrier [redacted] her deductible is $and her policy does not cover Loss of use or Diminished Value which equate to $of the total claimHer policy only covers the auto body repair which was $ less her $deductible which is why [redacted] could only release a check for $The total loss amount on this claim was $She paid $towards the loss and with [redacted] paying the $719.10, we refunded her in the amount of $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
Complaint: [redacted] I am rejecting this response because: Your allegations are incorrectHow can there be a cigarette odor when none of the parties smokeFurthermore, what reasonable person would believe you spent $to clean the car when it was already a mess in the car in the first place Sincerely, [redacted] ***
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.