Fletchall Roofing

We apologize for a delay in communication from our local Denver office to Mr***Due to the Thanksgiving holiday the office was not closed for the holiday and weekendThe reservation and billing of the reservation were reviewedThe billing was found to be correctThere were not any issues
reported with the vehicle during Mr***'s reservation except for some assistance needing in scanning back into the vehicle to start it, which we were quickly able to resolve for Mr***We reached out to Mr*** on December 1st about his concerns and did not receive a response backOn December 4th the driver on Mr***'s account came to the Denver office to pick up a zipcard and stated that they did not have any complaintsWe are happy to review any concerns Mr*** may still have

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***
How many times are you going to have to check my driving records? It was checked before and when I used to have membership and just recently when I rejoinedPlus, no apologies were given for the horrible experience I had with your supervisor, which already gave me no will to return to ZipcarAnd I will refuse to pay for something I have already paidIf that's the problem, I can get my driving records which should be freeThe only reason your company got an unpaid balance it was because I didn't get an emailI was with my father in brazil who has Alzheimer's, that should be reason enough for things to go wrong for meAnd if you had a better service and had texted my phone or called I would have taken care of such a small balanceAnd to be honest I remember updating the right email, but your system did not process correctly. Regards,
*** ***

Mr*** account has been closed as requested and all fees paid have also been refundedThe fees include two monthly fees, monthly damage waiver fee, and the $application feeWe are sorry that Mr*** did not receive a zipcard in time to use the service when he needed to

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does
satisfy my issues and/or concerns in reference to complaint #***I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*** ***

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***The reason that I filed a complaint on Zipcar is because I felt that Zipcar did not review this incident by level of seriousnessAlthough I admit that I had responsibility in this incident, I do not think that the company's punishment is proportional regarding to this incidentIn fact, I felt that I have been overly punished.
Regards,
*** ***

Mr*** submitted a Zipcar application on September 15th, When you apply to Zipcar you are billed a $application fee, whether you become a member or notThis is documented clearly on our membership agreement, which Mr*** agreed toMr*** contacted us to close the account and we
did and refunded the annual fee of $75.60, but we advised at that time that the application fee is not refundableThe charge will be upheld

I refused to return the vehicle because Zipcar threatened to report it stolenThis was a after the extension of my reservationI was told the reservation was extended.
Regards,
*** ***

While we appreciate Mr***'s interest in rejoining Zipcar, we remain resolute in the decision to not reopen his accountWe will also be unable to adjust the balance on the account, as it is comprised of valid costs, per our previous Revdex.com message.To lend further detail to the noncompliance event that led to account closure: Mr***'s November 27th Zipcar reservation was used to drive from the pick up location in *** ** to a location in *** ***Mr*** contacted us about extending the reservation while there, but we we were unable to successfully collect the cost of the extension, and, as a result, could not complete the requested extensionMr*** indicated to Zipcar that it was an emergency situation and he needed to complete the extension, so we offered to extend the booking and allow enough time for him to return the vehicle (with the understanding that the costs would be paid later)Mr*** then communicated to us that he did not accept the offer and would not be returning the vehicle at all; further, that we would need to recover it ourselvesThis is a serious infraction of Zipcar policy, including agreements within the member contract, and is grounds for closure of any Zipcar accountThe decision to close an account for a Zipcar member who refuses to return a vehicle is not unique to Mr***'s account. The unpaid costs associated with that reservation remain valid, as is the current balance on his account, as we have previously justified.We have communicated this to Mr*** several times and must confirm that it is a final decision

We can certainly appreciate the point that Ms*** has made, and while we will continue to expect that cleanliness is reported at the beginning of her reservations, as is required and agreed to in the member contract, we do feel she should be compensated for her experience facing vehicle
cleanliness issuesZipcar is not a rental service, but rather a car sharing serviceWe do not have teams available to service vehicles after each booking, and unreported cleanliness issues cannot be properly prioritized if unreportedWe strive to act on cleanliness reports within hoursFees for return a vehicle dirty are used to defray the cost of labor involved in site visits for nonregular cleaning. We are more happy to offer $in free driving on the account, to represent our appreciation for Ms***'s understanding with member responsibilities and patience with the cars she has received in unclean conditionHer request for compensation is certainly reasonable, and while it cannot be a regular compensation, we feel it is merited in this instance

When a Zipcar member is in an accident their account is immediately suspendedWe then review the circumstances of the accident and the overall membership historyIn reviewing Mr***'s accident it was determined that he was at fault as he failed to yield at a yellow light with oncoming
trafficOur decision to terminate the account was based on this and the short term history of membership

I think it is very insulting that Zipcar continues to think this situation is okayAgain, this sends a very clear message that Zipcar will continue to operate the same way in the future with no regards to their customersYes, once I located the car I did use the car for the remainder of the reservationWhy wouldn't I? I had booked it for an important event, and then to run errands the next dayThe fact that I did use the car doesn't make up for the fact that I missed a very important event on the evening of September 12th due to Zipcar's carelessnessI don't understand why Zipcar is boasting about the money refunded, it was refunded because of the inconvenience caused by ZipcarThe money that was refunded on top of that was like saying "Hey, here's a $dollars for your troubles, no guarantees that we will not put you in the exact same situation again, but $dollars makes up for it right?" UnbelievableAt the very least, it's nice to know that I will no longer be doing business with a company with such low standards, just read the Yelp reviews on Zipcar's customer service reps- the downfall is easy to seeLuckily Boston has a few alternative car-sharing options with people who will actually try to help you if something goes wrong
Regards,
*** ***

Please check the attachment for my zipcar account information
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We are sorry that Mr*** did not receive the zipcard that was sent to his addressWe have refunded the $application fee as a courtesy and the $monthly feeThe refund of $will post to the credit card on file in the next to business daysIf Mr*** reconsiders a Zipcar
membership we would be happy to send another zipcard

We adjusted Ms***'s rate for her February 10th to 11th reservation to the original rate that she receivedThe rate adjustment was made on March 7th

We were sorry to see that Ms*** had to contact us twice about closing her account and being refunded her monthly feesWe can confirm that as of December 11th her account with Zipcar was closed and the fees for September, October, November, and December were refundedMs*** was notified
of this via email

Mr*** had four late returns in the past yearWe had refunded late fees as a courtesyUnfortunately Mr*** returned late once againReturning on time is one of Zipcar's six simple rulesWe are a car sharing community and it is imperative that members return on time so other members are
not inconveniencedMr*** acknowledges that he did return late and says that "it was only minutes"However, it was minutes and even minutes is not acceptable as someone could be waiting for the carWe will not be refunding this late feeThe member contract that Mr*** agreed to clearly states " Should a vehicle be returned late, the reserving Member will be responsible for late fees."

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #***I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards, *** ***

After review of Ms. [redacted]s July 4th reservation we have adjusted the cost to the original estimate that she received and she has been credited the difference of $10.63. It is unfortunate the Ms. [redacted] found items left behind in the zipcar she reserved for June 30th, including a heavy bucket. If a...

member finds a vehicle they have reserved is in an unsatisfactory condition then we ask that they contact us at that time so they can be moved to a vehicle that better suits them and is in better condition. This way the member can have a better experience. We followed up with the member who had the vehicle previous to Ms. [redacted] to ensure that this would not occur again when they reserved. As a courtesy we have provided one hour of driving credit to Ms. [redacted]s account. The credit will expire on November 10th.

We have reviewed the March 22nd reservation in question. The initial late fee applied because the reservation was set to end at 3:30pm and Ms. [redacted] called in at 3:37 to extend the reservation, already past the time the car was due back. Ms. [redacted] did call in to extend later past 5pm but when the...

agent attempted to extend it the credit card would not accept the charge. She was told to update the credit card at that time. In total Ms. [redacted] has had 6 late returns in her 5 month membership, 2 of which have been refunded. We no longer consider Ms. [redacted] a viable candidate and her account has been terminated. The late fee will not be refunded.

After review we see that Mr. [redacted] had reopened his Zipcar account in October 2016. After just over a month there was a decline of $11.08 for toll charges, and then $7 for the November monthly fee. The account automatically closed as the balance was not paid for over a month. Mr. [redacted] recently paid...

the balance on March 25th. The account was un-suspended so Mr. [redacted] does have the option to rejoin. We have to review a driving record if the account has been closed for more than 30 days and that is a cost to us, which is why we charge the $25 application fee. We have refunded the $7 monthly fee but cannot waive the application fee if Mr. [redacted] decides to become a member again.