FlightCar, Inc

Initial Business Response /* (1000, 5, 2015/12/23) */
$was refunded back to ***'s credit card todayWorking on the additional reimbursement now with our finance teamWill update once I hear back
Initial Consumer Rebuttal /* (3000, 7, 2015/12/26) */
(The consumer indicated he/she DID
NOT accept the response from the business.)
On Dec 23, FlightCar refunded me the $This was the original amount of my rental through them (which they never provided), charged to my card in August and only refunded now
Because they weren't able to provide me with a car, I had to get a last minute rental through Thrifty for $
Which means, up until now, I have been carrying $on my credit card balance for what was supposed to be a $transaction
At a minimum, I want another $refunded to get me back to what I was supposed to spend in the first placeIf they want to feel like a responsible business, they could also pay for the 15.99% APR on that card on the $supplemental I've been carrying for four months$for that
Thank you, Revdex.com, for your help in thisUntil you got involved, they didn't refund me a penny
Final Business Response /* (4000, 9, 2015/12/28) */
$was refunded to the credit card 12/for the original cost of the rentalA check for $will go out in the mail tomorrowCustomer will receive an email in the morning once it is mailed

Initial Business Response /* (1000, 5, 2015/08/21) */
We have on numerous occasions offered
*** *** several options to have her vehicle repairedWe gave *** *** the option of using one of our partner shops where as we take care of the pick up and delevery of her vehicle as well
as provide her with a free loaner car, or taking her vehicle to a shop of her choice where by she is responsible for pick up and delevery of her vehicle and we still provide her a loaner vehicle free of chargeOur partner shops have been running a sllight backlog of work that would cause a slight delay in performing the repairs to her vehcile so the option of an immediate soultion would be available to Ms *** we ask her to choose a shop of her choice to facilitate repairsThis was not satifactory to Ms*** so we put her on first available repair dateOn August 20th we sent Ms *** an email stating that we could now get her vehicle in for immediate repairs but have had no response to our email concerning schedulingFlightCar makes every effort to afford our customers the very best service experience possible as in this caseFlightCar is continuing to reach out to Ms *** but we need her cooperation to make this circle completePlease feel free to contact FlightCar if you desire any additional information
Initial Consumer Rebuttal /* (3000, 7, 2015/08/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This response is still incorrectFlightCar did respond to me on Aug19, and I responded the same dayHowever, the response still lacked a solutionSince then, the following has occurred:
- SrManager of Damage Claims has not returned my voicemail left on 8/
- Aug20- *** from Customer service emailed me and said they would arrange to get me into FlightCar's body shop partnerI was asked to wait for outreach from ***, the SF station manager
- Aug23- I received a voicemail from *** and returned it the same dayI was told that he would look for a time to bring my car in and it would take weeks to repairMy response was that this was unacceptable because of the residential parking issue I previously raised, as well as the fact that my car is on Getaround, a peer car sharing service and two weeks is significant lost incomeHe told me he would discuss with *** and customer service
- Aug25- I hadn't heard back and sent an email (EOD 4pm) to *** requesting an updateHe left me a voicemail around 5pm, and I returned his call on Augat 10:and spoke to ***At that point he was going to try to talk to the body shop to arrange a time to meet to do the initial estimate, so that we would then know how long it would take the car to be repairedWe were trying to schedule for Monday or Wednesday Aug or Sept
On this same day, I arranged to have my own estimate done and left *** a VM that I was going to get my own estimate, but I still wanted him to work on an appointment with his shop
-Aug 26- noon- I emailed *** and *** with the estimate, and explained that I was hoping to parallel path, if they could get prompt approval for the estimate (as previously indicated in emails from ***), then we wouldn't have to have the appointment with their body shop
- Aug 27- I called *** to follow up to make sure he was still arranging an appointment with his body shopWe currently have a time on WedSept
-Aug XX- X:XXpm- Emailed *** to follow up on the approval of the estimateHave not received a response
- As of today, AugI still have not received approval of the estimate to have the work done by my own body shopPlease note that this was FlightCar's preferred method I've been waiting business days for approval
I have a back up plan to meet FlightCar's shop for an estimate on Sept2, however, FlightCar has not addressed the residential parking issue or the lost revenue from Getaround
I'm still extremely disappointed with serviceAug19th was when FlightCar first responded after I reported this to Revdex.com and escalated the issueOn Aug30, there is still no reasonable resolution and they continue to delay responses
Please note I have emails and phone records to back up the communication listed above

Final Consumer Response /* (2000, 10, 2015/10/11) */
The company resolved this issue in an appropriate manner

Final Consumer Response /* (2000, 6, 2015/08/05) */
Aloha,
Thanks for your assistance with this matterI see now that they have indeed refunded the overcharges to my account; wish I'd contacted Revdex.com much earlier in the processExcept for the many hours of botheration I guess we're even now
Thanks

Initial Business Response /* (1000, 5, 2015/11/04) */
We *** reimburse this guest the difference between what they paid us and what they paid with HertzWe just need a copy of the final receipt from Hertz in order to processThe receipt needs to be sent to ***@flightcar.com
Initial
Consumer Rebuttal /* (3000, 7, 2015/11/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As I stated in the original complaint, I was offered Hertz and told I would get reimbursed but when I knew I would have to charge nearly $to my credit card, I was not willing to do so, particularly when Flightcar was already not trustworthyI am not looking for reimbursement as I said in my original complaintI relied on taxisI want my complaint to be submitted so that others *** know my experience with Flightcar and deal with more reputable car rentals so they will not get the surprise I did when I landed in Austin for a Weekend to visit my family and attend several family events only to find I did not have a car
I waited in the Hertz line for minutes and filled out all the paperwork only to find out the price was nearly times the amount I was quoted to pay originally with FlightcarI told the Hertz agent that the amount was shocking and she said at the late date and shortage of cars they could charge that amount because they could get it! I had to walk away and get a taxi as I was already hours late for a dinner engagementWhat I want Flightcar to hear is that I had confirmed the day before and reserved a car long before the date I arrived in AustinThe fact I was told quite simply upon my arrival that no car was available but that a car was available at Hertz is not acceptableI was told they would reimburse me when they already could not be trusted to reserve a car!! Why would I believe they would reimburse me? If they had reserved a car with Hertz and offered to pay the rental I would have been satisfied but instead I was told they would reimburse meI was not going to believe they could be trusted given they could not be trusted to provide a car when they said they wouldI was already skeptical that Flightcar was a legitimate business when I called and was told a car was not availableThe simple response from Flightcar that I should submit a receipt misses the point again! I never heard from Flightcar and I waited to get an apology or callNothingSo now I am wanting to let other consumers know to be aware of FlightcarThe response is further evidence of poor customer service
Final Business Response /* (4000, 9, 2015/11/12) */
Flight Car stands by their original offer
Final Consumer Response /* (4200, 11, 2015/11/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Your offer does not offer an apology or explanation for the company's failed serviceI remain unsatisfied and want my complaint to be public for others to see when looking at reviews for this company

Initial Business Response /* (1000, 8, 2015/10/13) */
We have told the customer (at the time of the rental) and company he booked through to provide a receipt several times and it has never been done which is why he hasn't received a refund since MayPlease see attachedWe need a copy of the
final receipt before we can reimburse
***
Initial Consumer Rebuttal /* (3000, 10, 2015/10/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have submitted the receipt several times and I have the emails to prove itAfter filing this report, I received an email with the following comment "
We do apologize for all the inconveniencesHowever, we have transferred all of your evidences to the rental company FlightCarHowever, they do not accept the receipt provided, as they requesting the final invoice from Thrifty to process a reimbursement
If You have a final invoice from Thrifty, please provide it
"
The information provided WAS the invoice received from Thrifty wit all of the terms and conditions, as well as the final receiptThey continue to stall and now lie about the facts in this matterI am willing to provide the Revdex.com or anyone else with the documents sent as evidence in my previous requests to booking.com
Please advise how I can submit attachments or where to forward emails to prove my positionThank you
Final Business Response /* (4000, 12, 2015/10/16) */
We do not receive any money for Economy booking rentals until the reservation is fulfilledDue to the fact this customer was "oversold"as the person who's car they were supposed to rent never showed up, we received no money for this rentalWe advise customers they need to go back to Economy books to get any refund of moneys spent with themAs far as their reimbursement for their oversold, they needed a car and therefor would be responsible for the payment of that car
Final Consumer Response /* (4200, 14, 2015/10/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The entire transaction appears to be a scamI paid for the Flightcar reservation up frontIt was Flightcar who told me they did not have a car available for me and sent me to the counter for a car company that was no longer in businessI have the text message to prove this fact
The person responding for Flightcar is lyingThey had a duty to have a vehicle when I arrived at my destination as promisedThey are ripping off multitudes of consumers in this way as I was told by the manager at the Thrifty counterThat manager even told the Flightcar "supervisor" to stop doing this as customers were being irate against the Thrifty personnel
This company should not be allowed to do business in the U.S and the attorney general should be notified of these illegal acts being committed against innocent consumers

Initial Business Response /* (1000, 5, 2015/11/18) */
Here is the information we received from the station manager as well as our renters terms and conditions regarding tow servicesWe only charged her for the cost of the tire and not the tow (as an
exception):
https://flightcar.com/renterpolicies
Towing and Breakdowns: FlightCar may provide roadside assistance for accidents and breakdowns that occur during the Rental PeriodFlightCar *** cover the cost of roadside assistance and towing if a Vehicle breaks down or otherwise becomes inoperable due to a pre-existing condition or problem with the VehicleIf a Renter requests roadside assistance for issues FlightCar determines said Renter has caused (for example, a flat tire or dead battery), the roadside assistance and towing charges *** be the sole responsibility of the Renter
Initial Consumer Rebuttal /* (3000, 7, 2015/11/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There is no evidence that the flat was my faultFlightcar has provided a *** from BigO with a handwritten note that "***" I spoke with the representative that handled the intake and she indicated that the tire was not repairable and if it was a nail it could be patched unless the tire was completely wornFlightcar wrote via email that the tire had a nail and therefore it was my faultThere is not a report or any pictures and given the tire replacement service indicated that a nail wouldn't warrant a full tire replacement the tire's condition was a "pre-existing" condition
Final Business Response /* (4000, 10, 2015/11/23) */
We are standing by our station manager as she is the one that received the car back on the tow truck and brought it to the tire place
Final Consumer Response /* (4200, 12, 2015/11/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The representative at the repair shop that the car was taken to indicated that the only way a nail would have punctured the tire to the point of it being unable to repair is if the tire was completely worn (in which case it was the condition of the car when it was rented to me and I should not be financially responsible) or if the nail punctured the sideFlightcar is unable to give me any details as to where the nail was located and I have photos of the tire that clearly show that there was not a nail in the side of the tire, therefore, it appears (since Flightcar was negligent and did not write a report) that the nail was in the tire tread and the tire was completely worn

Initial Business Response /* (1000, 5, 2015/11/18) */
A check for $The customer *** not be reimbursed for prepaid fuel or TPO as those are not items we cover and are purchased separately
Initial Consumer Rebuttal /* (3000, 7, 2015/11/20) */
(The consumer indicated he/she DID NOT
accept the response from the business.)
The rental car was booked for me by Flightcar, and I didn't change any options or add anything that was not already arranged by flightcarNo one ever told me in any communication, whether e-mail or phone, that I would be only selectively reimbursedAlso, I still want a receipt of this transactionI have requested documentation by phone and e-mail twice and never got a response
Final Business Response /* (4000, 9, 2015/11/24) */
This customer was paid via PayPal which cleared 11/for what she is owed $
She purchased a prepaid fuel service option $which we do not cover as well as one other additional charge
Final Consumer Response /* (4200, 11, 2015/11/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Where can I find a written description of your reimbursement policy? Also, I have asked for a receipt or documentation of this transaction multiple times and I have not received anything from FlightcarWhen a reservation was made for me at another company, by a Flightcar representative, I was informed that I would be reimbursed for my expensesNo one ever said there were exclusions to the reimbursement or gave me any options of where I could rent from to get a lower rate

Initial Business Response /* (1000, 5, 2015/10/22) */
Please see notes from customers account as well as our renters policies and procedures:
*** called in complaining on why we charged him an additional $90.00, informed customer its for the jump start service that he requested last 9/
Customer was insisting that said he was told it was a free service, we provide free roadside assistance however if a Renter requests roadside assistance for issues FlightCar determines said Renter has caused (for example, a flat tire or dead battery), the roadside assistance and towing charges *** be the sole responsibility of the RenterHe was still not happy that he got charged without prior notice, customer would like his card information on file to be deletedEmail sent to support headsOct16, 2015, 10:a.mPDT - ** ***
*** called in asking why we charged him an additional $90.00, informed customer its for the jump start service that he requested last 9/Customer said he was told it was a free service, explained to him we tied up with a tow company for tow/jumpstart or any roadside assistance request and we pay them for those service and we pass *** that charge to rentersCustomer is not happy that he was misinformed and said he *** file a complainOct15, 2015, 3:p.mPDT - ** ***
called customer service for dispatch of tow truck,for vehicle jumpstart,talked to stacey for arrangements of dispatchSept2, 2015, 10:a.mPDT - *** ***
Initial Consumer Rebuttal /* (3000, 7, 2015/10/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
When I called for help of the jump start, they told me that it is a free serviceAnd also they have not charged me when I drop off the car.If it is not a free service why did not they charge me in face to face when I drop off the car?
How do you know its my cause when the car cannot start? I just park the car and one night later in the morning it can not startedI have do nothing to the carIt is your responsebility to give me a good condition carI think its your car's wrong that can not work, such as battery aging
Your company used my credit card information without my authorization to charge meIts a kind of credit card theftFor this, I have reasons to think that my credit card is not safe now
Final Business Response /* (4000, 9, 2015/10/26) */
Per my response earlier, the service is not free and is advised on our terms and conditions that I forwardedNo where does it say anywhere the service is free
Final Consumer Response /* (4200, 11, 2015/10/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Their response just like a soliloquize and have no response to my question as follows
When I called for help of the jump start, they told me that it is a free serviceAnd also they have not charged me when I drop off the car.If it is not a free service why did not they charge me in face to face when I drop off the car?
How do you know its my cause when the car cannot start? I just park the car and one night later in the morning it can not startedI have do nothing to the carIt is your responsebility to give me a good condition carI think its your car's wrong that can not work, such as battery aging
Your company used my credit card information without my authorization to charge meIts a kind of credit card theftFor this, I have reasons to think that my credit card is not safe now

Initial Business Response /* (1000, 8, 2015/12/30) */
Mr*** was charged for damages during his rental period (10/5-10/10)You can see the before and after pictures attached
Initial Consumer Rebuttal /* (3000, 10, 2015/12/31) */
(The consumer indicated he/she DID NOT accept the response
from the business.)
I did not cause any damages to the carThey refunded my $300, that is the proof that the car was not damagedThey inspected the carI am not going to pay a penny for the damages that I did not doThey are coiming to me after two monthsI saw the picture of the carIt is silverThe car I rented was black.So that tells you the whole story
Final Business Response /* (4000, 12, 2016/01/05) */
Attached is the car information confirming the car rented was silverThe damage was caused by the renter and they are responsible for the charges

Initial Business Response /* (1000, 5, 2016/01/21) */
The listing ended Aug Customer was under the impression he was paid by each rental and not by the listing periodI spoke to this customer for a half hour back in SeptemberHe understood how we came up to the $and said "it's working out
in my favor I am just trying to figure out how this works"Our listing terms and conditions are posted on our website & must be signed off on by our listers prior to dropping their cars offAttached is a copy of the signed listing agreementI also attached the transfer of non liability for the red light violationThe ticket was not paid by *** or FlightCarLiability was transferred over to the renter (who had the car at the time of the violation)They are then responsible for payment:
https://flightcar.com/ownerpolicies
Initial Consumer Rebuttal /* (3000, 7, 2016/01/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
That response is very misleadingI remember speaking with this and another agentShe told me she agreed with my assessment of $after we went through the math togetherShe assured me she would take care of it and that she would call me backShe called back to apologize and say she was wrong and $was actually the correct amountShe then told me I wasn't allowed to talk to a manager because "that's not how it works"I hung up and called back and demanded I speak with a managerThe manager then told me FlightCar made less than $from the renterThat is why I said the quote mentioned aboveTurns out, they made a few hundred dollars, not less than $like they led me to believeShe told me FlightCar is losing money and got offended when I exposed her deceit
FlightCar may have sent the red light ticket to the renter, but me father (co-owner of the jeep) got a notice in the mail saying we had to pay it or we would be fined even more and it could result in marks on my recordFlightCar never followed up to make sure the renter paid the ticket and I had no choice but to pay it myself
Final Business Response /* (4000, 9, 2016/01/26) */
We have put the request for reimbursement of the $for the red light ticket you had receivedThe information was sent over to the local DMV with the request to transfer.I deeply apologize you still had received thatOur owner policy on mileage payments are as follows: Lister is paid $for miles a day average over the length of the listingThe vehicle was listed for days, allowing to be paid at $before paying the mileage overage amountThe payment was correct for the $
Final Consumer Response /* (2000, 11, 2016/01/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I was told over and over by multiple people that I should be getting $FlightCar policy may be clearer today than it was last year, but it was misleading (intentional or not) beforeIn fact, the pricing is different now, when I left my Jeep it was $0.10/mile and over mileage was $0.40/mile
I am glad to be getting the $reimbursed for the ticket, but this has been such an extraordinary hassleI see my attempts to retrieve what I was assured I would be given when I left my Jeep in FlightCars possession are fruitless, so I am giving up lest I waste any more of my time over this terrible business

Initial Business Response /* (1000, 5, 2015/11/18) */
A check for $*** be mailed out to him tomorrowThat is the max reimbursement we allow for their type of reservationPlease advise the customer

Final Consumer Response /* (2000, 6, 2015/09/16) */
I would like to request that this complaint be closed as the business has worked with me to provide my desired resolution

Initial Business Response /* (1000, 5, 2015/10/08) */
I took ***'s car to a shop and also spoke with the Honda dealership right after the renter told us that the window stopped working
His car is a *** Honda ***, they specifically stated that this is a very common problem in XXXX-XXXX
Honda ***s and it WAS NOT CAUSED BY ANYONEBecause of that, my argument was that since this was not renter's abuse and this is a very common thing on XXXX-XXXX Honda accords, Flightcar will not reimburseI understand *** being disappointed with us, but these things happen when something just stops working out of the blue without anyone causing it
I kindly told him to take it to the repair shop of his preference and hear what they have to sayIf the mechanic told me that this was caused by someone I would have gone a different route and we would cover
Initial Consumer Rebuttal /* (3000, 7, 2015/10/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Despite issue being a "common problem", I still needed to address fixing power window and had to cover repair costs, even when problem was not caused by myself or in my possessionThis makes me not responsible for issues broken during my time away from carDuring time when my car was rented, I trusted FlightCar with my personal property and this trust was broken
However, I'm willing to give 2nd chances and compromiseAs a middle ground, I'm willing to settle with half of estimated repair costs ($/ = $183.80) and we can "bury the hatchet" to resolve this complaintIn my opinion, this is fair and I may think about doing business with FlightCar once again in the future
Final Business Response /* (4000, 9, 2015/10/12) */
I am not sure how to respond to this with more information than we have already providedThis is a common issue with vehicles of that year and modelThe car is years oldWe do not cover this type of issue with a vehiclePlease see our attached policies and procedures:
https://flightcar.com/ownerpolicies
Wear and Tear: FlightCar does not insure or protect against wear and tear on your vehicleWear and tear includes small dents, nicks, scratches, scuffs, or scrapes of inches or less (on the exterior and interior), in addition to wear on brakes, suspension, and your engine
Damage and Theft: If, as an owner, you notice damage that occurred during a Rental, it is your responsibility to report this damage to FlightCar within three (3) days of your return and pickup of your car
Note on customers account from the station manager the day the owner was picking up the car:
Honda *** (***) driver window won't go upI took it to the shop and got a free estimate ($360)I was told that this is a common malfunction on the Honda *** and that there is no way that this was renter's abuseI contacted ***, left a voicemail and sent an email to advise on the situation (we won't pay for it)Sept15, 2015, 1:p.mPDT
Final Consumer Response /* (4200, 11, 2015/10/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I already quoted FlightCar's owner policies from the initial complaint descriptionFrom the exact quote in policy about wear and tear, there is no mention of electronic related componentsEssentially, FlightCar is stating that if damage is not easily found to be abuse, it falls under "wear and tear" by default so company does not have to take responsibility for damages, which is unacceptable

Initial Business Response /* (1000, 5, 2015/11/09) */
Customer *** be paid $
miles were put on the car XXXXX to XXXXX= miles at .10/mile $
gas was brought in at 3/and returned at 2/8= 1/owed at $
Initial Consumer Rebuttal /* (3000, 7, 2015/11/11) */
(The consumer indicated
he/she DID NOT accept the response from the business.)
The car was on the monthly program at a rate of $a monthCustomer request $plus $for gas owed equivalent to $

Initial Business Response /* (1000, 10, 2015/09/23) */
Received business response via email on 9/23/15:
This customer was reached out to by our damage department at the end of last month and told we would be paying for her damages
*** ***
Director of Customer Support, FlightCar

Initial Business Response /* (1000, 5, 2015/11/18) */
This was refunded on the 6th and the customer notifiedI'm not sure why he opened the claim:
Initial Consumer Rebuttal /* (3000, 7, 2015/11/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I haven't
been refunded the $charged of cancellation despite providing the drcertificate
Also, the fake charges for parking was refunded but it took me calls and hours of work time to get that resolved for something that wasn't my faultI expect not just an apology but a compensation for my time wasted because of Flight car's error and bad customer service
Final Business Response /* (4000, 9, 2015/11/24) */
the $has been refunded
Final Consumer Response /* (2000, 11, 2015/11/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/08/18) */
I cannot find this customer by the name of who the complaint was filed by
Revdex.com CASE#: *** *** ***
Initial Consumer Rebuttal /* (3000, 8, 2015/08/19) */
(The consumer indicated he/she DID NOT accept the response from the
business.)
The reservation was under *** ***, and was reservation number PRFXXXXXXXKindly address the matter

Initial Business Response /* (1000, 10, 2016/01/05) */
reimbursement is being processed for what the customer is requesting- $
Initial Consumer Rebuttal /* (2000, 12, 2016/01/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/11/24) */
Can we find out the email the reservation was under? There are multi accounts and the reservations I am seeing are for October not September
Initial Consumer Rebuttal /* (3000, 7, 2015/11/25) */
(The consumer indicated he/she DID NOT accept
the response from the business.)
Revdex.com asks for people to not post private information on this response box because it is made publicPlease provide a phone number that I can reach you
Final Business Response /* (4000, 10, 2016/01/05) */
Revdex.com redacts personal information before the complaint is closed