Fletchall Roofing

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 # [redacted]. 
Zip car's response is completely inappropriate. I have called zipcar on more than one occasion. If I do not have my member number available, I am told without my member number I cannot be assisted. I am told the member number is the only way to gain access to my account. I am told a call cannot be transferred without a member number. I am told there is no way to verify my account. There was one night in particular. I was stranded. I still had not received an outline of the charges, but I was willing to pay for the balance as long as I could get to my mothers house. I had just been assaulted and the police were on the way to my apartment to address the situation. I called zipcar.  explained to the agent that I understand they need a member. I apologized for not having it. I explained that my member ID was at my apartment. I was the victim of domestic violence and that at this moment I cannot go to my apartment, I need to get to my mothers house. However I have a past due balance. It has not been settled and I need you to work with me. The person that answered was extremely rude. Now I am practically in tears. I told him this was not some Saab story where I want you to feel bad. This is serious. I don't have my member ID. I know that depending on the location you can remotely access the cars for me. I can give you anything information you need to identify who I am. How I opened the membership. What school I attend, How long I have been there. My school Id. Anything you need I have. I just want to go home. He said to me why are you calling me. Call the police. When I asked to speak to a supervisor he told me no. There was no supervisor available. He went on to say that even if there was a supervisor, he would not transfer my call because I did not have an account number. I lost my head! I called him an it. I told him he was extremely rude, and said what if this was your daughter, sister, mother, etc. After five minutes of realizing he was not caring I asked him for his id number. He refused to give it to me and hung up in my face. I called back and I cussed the next agent out. I was livid. After about five minutes of fussing. I hung up. I continued calling my family until my father finally picked up. If the agent had taken a moment to say Ms. [redacted] I understand you are going through something and I apologize. There is nothing I can do. I wish I could help but I can't. I would have taken it soo much better than what do you want me to do? Call the police. That approach is very negative. It is very hostile and it does not make me believe your business practices are ethical. It makes me question how you approach situations that are out of the norm. I called zipcar again on 3-11-17. I finally received the okay to go to my apartment to retrieve my stuff. I called zipcar again, still I don't have an outline of the invoice, I don't have access to the account online, and I don't have my member number. Yet the agents continue to harass me over the phone advising me they cannot help me. To the point an officer at [redacted] University had to intervene. The agent on the phone changed his tone of voice. He changed the way he delivered his instructions, and started speaking like a professional. As soon as the officer got off the phone he went back to the same condescending tone of voice.  I asked for a mailing address they told me they cannot provide that to me. I asked to speak to a manager they told me they would have them give me a call. I have yet to receive a call. What I have received is an email requesting I login online and make a payment to avoid my accounts being closed. Yet the business is stating that they terminated my accounts due to abusive language. Which contradicts the email that was sent and the multiple conversations that we had. Just so we're clear those conversations were recorded. So I can prove what was stated. I have included a image of the email sent by zipcar below.Just so it is clear. If you need to confirm the information I have presented to you, you can reference docket number [redacted] I was at a hearing today on  03-27-2017 this was for a continued harassment order against my attacker.
Regards,
[redacted]

Ms. [redacted] joined Zipcar in January 2016 and had a reservation in January 2016 and a reservation in March 2016. She joined under a monthly plan but switched to an annual fee plan in March 2016 after her last reservation. She also had signed up for the monthly damage waiver which has a monthly fee...

of $9. We have now refunded the $70 annual fee she was billed in March 2016 and all of the monthly damage fees charged since 2016. The refund total is $178 and will post to the credit card on file ending in 0881 in 3 to 5 business days. We do not have any record of Ms. [redacted] contacting us about the account at all, even closure, between the time of March 2016 and March 2017.

On November 29, 2016 we received a request from Mr. [redacted] to close his Zipcar account, including a quit survey. Therefore the account was closed. Mr. [redacted] is free to reopen his account at any time. We have refunded the $25 he was charged for an annual fee in September 2016.

The issue has been resolved.Thank you.

We are very sorry for the delay in getting this issue resolved for Ms. [redacted]. The extra mileage on the April 29th reservation was incorrect. We refunded the extra charges on May 5th in the amount of $370.06. We apologize for any inconvenience and frustration Ms. [redacted] experienced due to this...

issue.

Our late fee policy clearly states that the late fee is $50 per late hour or any part thereof, up to a maximum of $150 per late return. It's unfortunate that Ms. [redacted] was not clear on what the late return policy is nor understood the impact late returns have on our members. Due to her late...

return a member was highly inconvenienced. We had to contact Ms. [redacted] four times to see when she would be returning the car. All of our cars will not start when a reservation is over. Ms. [redacted]'s reservation ended at 11:30 so when she finally spoke to us at 1:30 she was unable to start the vehicle as it was two hours past when the car was due back. The late return fee and tow fee are valid and will not be removed from Ms. [redacted]'s account. The balance will be sent to collections if Ms. [redacted] does not sign into the account and pay it.

Ms. [redacted] returned over an hour late on her August 20th reservation so therefore was charged for the extra time she kept the vehicle, as well as a $75 late fee. Our rules around late returns are clearly listed on our website and in the member contract that Ms. [redacted] agreed to when joining....

On September 20th, 2016 Ms. [redacted] informed us that she would be paying the balance owed on September 30th, 2016. That did not happen. The account was automatically closed due to the balance owed and it was sent to collections. It has not yet been reported to a credit agency. Ms. [redacted] refused to give her member information numerous times to our agents and also used abusive language so her account was terminated. However, at any time she can sign into her former Zipcar account and pay the balance simply by updating the credit card on file.

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 #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
Regards,
[redacted]

The membership fees for Ms. [redacted] were refunded on July 12th to the credit card on her Zipcar account. The account has now been closed as requested. We are very sorry for the confusion caused by the one way information on the website.

Due to several declines in Mr. [redacted]'s history as a Zipcar member, especially in the past year, we are unable to reopen the account. The balance of $30.62 that was recently paid included last months monthly fee of $7.62. That amount has now been refunded. The remaining amount of $23 was for toll...

charges. We wish Mr. [redacted] the best and hope he finds other alternative forms of transportation.

We have reviewed Mr. [redacted]'s account and can confirm that an annual fee has not been paid since 2012, despite the use of the service until April 2014. Mr. [redacted] changed the driving plan in June 2015 to a $50 monthly plan and was charged $50 in June, July, and August. As noted in the Zipcar Member...

Contract monthly fees are not refundable. As a courtesy the $50 from August was refunded on August 18th to the credit card on Mr. [redacted]'s former Zipcar account. The account has been closed since that time.

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 # [redacted]. . 
 
Regards,
[redacted]

While the email noted by Mr. [redacted] does indicate that overdue balances can go to collections, balances consisting of membership fees only do not move to collections, and the account closed after its draw down period. Given that no reservations were made since the balance was paid, and that the...

account is closed, we have refunded the $156.90 charge Mr. [redacted] has noted. These fees will post within 3 - 5 business days. We are available through email channels as well as a 24 hour contact center, which are made available on our website.

The $250 monthly fee was refunded to Mr. [redacted] on January 5th. We apologize for the additional charges Mr. [redacted] received due to an error on his accounts' driving plan.

We have reviewed the request for the application fee to be refunded and have now refunded the fee. The refund will post to the credit card in 3 to 5 business days.

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 #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved. I wish though this process could have been fastened from the business, taking almost 1 month to resolve such an issue clearly indicates their customer service levels.
Regards,
[redacted]

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 #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
Regards,
[redacted]

We are sorry to hear that the application process was not a smooth one for Mr. [redacted] and that you did not receive your zipcard. Application fees are non-refundable but we have made an exception. The $25 refund will post to Mr. [redacted]'s credit card in 3 to 5 business days.

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 # [redacted]. Please add your rejection comments below. 
 
Regards,
[redacted]

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 #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
Regards,
[redacted] [redacted]