FlightCar, Inc

Initial Business Response /* (1000, 5, 2015/08/24) */
he returned the car, I attempted to take it for a wash, and it went immediately flatI can call him today."
Initial Consumer Rebuttal /* (3000, 7, 2015/08/25) */
(The consumer indicated he/she DID NOT accept the response from the
business.)
What will calling me solve?
The company has decided to charge another $46.09USD from my debit card with no warning in advance, nor attempt to communicate with me or reason as to why
I had the opportunity of changing the card on file before any initial charges were approved by me personally, but the company's system did not allow them to do as such, so I remained in a dilemma from the very beginning
Regardless, there is an overdraft fee for every transaction this company executes without my permission, and that indeed is an profound inconvenience
This is not how business is handledThis is a form of Consumer Abuse, and will not be tolerated by my means, nor rights
I expect rectification, and compensation for the severe inconvenience, and now formally motion for an Inconvenience Fee the company shall reward me with for every time they authorize a transaction to the card they have on file for me without my personal approval that equals out to $150.00USD, which would amount my total reimbursement demands to $441.19USD
I expect full compliance from FlightCar, Inc and its associates before this particular predicament unfolds far more unpreferably for my party and theirs
Final Business Response /* (4000, 9, 2015/08/26) */
The gentleman Lee this person referred to contacted the complainant:
I called him
I explained that immediately when I pulled out the tire was off the rimWe then try and process claims of this nature as objectively as possible
He said "Respectfully, and probably best that I get back to you."
Then I said okThat was it
Final Consumer Response /* (4200, 11, 2015/08/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This "proposed resolution" does not rectify and replace the funds lost on behalf of the company's reckless associates from my debit account on file
Taking money from people without their permission is unacceptable, nor will it be tolerated
Taking things from others without prior notification nor authorization is called Stealing
As much as I appreciate the clarity given from Lee, if any of FlightCar's employees or associates were negligent during the process of conducting business, that's not my problem
I've stated what my settlement terms are; Refer to them in order to proceed

Initial Business Response /* (1000, 8, 2015/08/10) */
I cannot find this customer in our system at all all. I looked through all [redacted] and [redacted]'s and none of them had rentals in July at all
Initial Consumer Rebuttal /* (2000, 10, 2015/08/11) */
(The consumer indicated he/she ACCEPTED...

the response from the business.)
The rental is under the name of [redacted]

Initial Business Response /* (1000, 8, 2015/12/10) */
Customer reported 14 issues with vehicle. Once the before and after pictures were reviewed all damage was found to be pre existing or normal wear and tear:
Normal wear and tear is defined as:
Wear and Tear: FlightCar does not insure or...

protect against wear and tear on your vehicle. Wear and tear includes small dents, nicks, scratches, scuffs, or scrapes of 3 inches or less (on the exterior and interior), in addition to wear on brakes, suspension, and your engine.
Owner owners policies can be found at
https://flightcar.com/ownerpolicies

Initial Business Response /* (1000, 8, 2015/09/15) */
This guest has been refunded the $300 however the $7 Golden Gate bridge cashless toll, they are responsible for
Initial Consumer Rebuttal /* (2000, 10, 2015/09/16) */
(The consumer indicated he/she ACCEPTED the response from the...

business.)
I accept but not happy due to the unnecessary trouble and anxiety caused by this for last 6 months. Flightcar customer care was so rude that they never even replied to any of my email until I filed this complaint. Anyway thanks!

Initial Business Response /* (1000, 5, 2015/10/27) */
This customer is being paid in full $522.93. The check should go out tomorrow or Thursday.
Initial Consumer Rebuttal /* (2000, 7, 2015/10/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 10, 2015/08/06) */
The guest received the $150 refund via his credit card.
[redacted]
Director of Customer Support, FlightCar
Initial Consumer Rebuttal /* (3000, 12, 2015/08/07) */
(The consumer indicated he/she DID NOT accept the response from...

the business.)
I'm afraid that's untrue. I just double-checked my bank account and I've received no refund. And in my most recent communication with FlightCar, they told me that I wasn't going to receive one.
A $150 refund would be terrific. Please let me know how to help this actually happen. Thanks.

Initial Business Response /* (1000, 5, 2015/12/14) */
PayPal payment for $219.32 was sent and received today.
Initial Consumer Rebuttal /* (2000, 7, 2015/12/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Yes, I got my refund now, it is a pity that I had to take...

this to this level to get my refund. Flightcar should take their customer's concerns more seriously next time.
Thanks,
[redacted]

Initial Business Response /* (1000, 5, 2015/09/14) */
We reimburse customers in these situations. I have found no emails from them containing their final receipt in order for us to reimburse. I need the email they are saying they emailed in from. In order to reimburse we must have the final...

receipt:
Revdex.com CASE#: XXXXXXXX
Initial Consumer Rebuttal /* (3000, 7, 2015/09/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
2 EMAILS WERE SENT. 8/31/15 BY [redacted] a Flightcar Pdx employee, 9/2/15 email sent my myself to "[redacted]@flightcar.com
I have mailed copies of both emails plus the invoice from Payless Car Rental to the San Francisco Ca address via registered mail today 9/15/15
Final Business Response /* (4000, 11, 2015/09/24) */
This customer is being refunded in full for the money owed.

Initial Business Response /* (1000, 8, 2015/12/18) */
We have none of this customers money. Both of her $300 security holds were released and the $600+ charge for the key and tow charge were declined on her CC. She never paid us the money she owes us and we aren't holding anything from her. She...

still owes us $600 for losing a car key and tow charges.

Initial Business Response /* (1000, 5, 2015/12/23) */
The remaining amount owed to Judy for $113.20 is on the way to her in the form of a check. The other 2 payments for $125.80 & $173.85 have been cleared through her PayPal address. Payment attached.
Initial Consumer Rebuttal /* (3000, 7,...

2015/12/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not have a PayPal account associated with that email address. FlightCar sent money to that PayPal account and I have emails showing that the money was returned to them since I didn't claim it because my email address has no PayPal account associated with it. I even tried logging into PayPal after receiving their response today and it won't let me login to PayPal because I don't have an account. They still need to pay me $305.75.
Final Business Response /* (4000, 17, 2016/01/19) */
She was sent a check for the remainder we owe her on 1/11/16 of $299.75. She has not cashed that check as of yet. She was sent an email on that date notifying her it was on the way.

Initial Business Response /* (1000, 5, 2015/12/14) */
As soon as we saw we were overbooked, we reached out to the customer. We offered $100 for the inconvenience as well as $50 FlightCar cash for a future rental.
Please see our terms below:
This located at https://flightcar.com/terms....


AVAILABILITY AND OVERBOOKING
As a Renter, when you reserve a Rental, you are indicating your preference toward a specific type, category, or class of vehicle, and indicating any additional features you would prefer the vehicle to have. FlightCar will endeavor to provide availability of a vehicle of the selected class or any suitable and designated substitute class, as designated when you reserve your Rental. In the case that the vehicle you receive is of an inferior class to that which you reserved, you will receive a refund of the price difference between the two vehicle classes as listed at the time of booking.
Many companies in the travel industry engage in a practice known as Overbooking. Overbooking is the practice of selling or offering for sale more of a product (seats, rooms, cars) than actually available, based on data such as no-show rates and weather patterns. Through our Users, FlightCar also occasionally has more vehicles available for booking than may be actually available. Consequently, situations occasionally arise where there are no vehicles available for a User with a confirmed reservation. In this case, a User may be provided complimentary transportation to a car rental agency or car sharing location of their choice within a reasonable distance. The User's original rental, as well as any add-ons, fees, taxes, and charges, will also be fully refunded. However, FLIGHTCAR AND ITS USERS DO NOT ASSUME ANY ADDITIONAL LIABILITY OR ANY OBLIGATION FOR ANY RESERVATION OR BOOKING, REGARDLESS OF ITS STATUS AS CONFIRMED, GUARANTEED, OR ANY OTHER SIMILAR STATUS. At its sole discretion, FlightCar may offer to reimburse the difference between the price of the original rental and a new rental at a qualified car rental or car sharing company of FlightCar's choice to Users in such a situation. If such an offer is extended, FlightCar will reimburse only the Rental Fee and any obligatory or required taxes, fees, and surcharges of the cheapest available vehicle which seats the same amount of passengers [redacted] holds approximately the same amount of baggage as the vehicle originally reserved through FlightCar. FLIGHTCAR WILL UNDER NO CIRCUMSTANCES REIMBURSE RENTALS FOR OTHER VEHICLE TYPES OR ANY ADDITIONAL CHARGES SUCH AS GPS UNITS, CAR SEATS, TOLL TRANSPONDERS, INSURANCE/DAMAGE WAIVER OR SIMILAR PRODUCTS, FSO/FUEL SERVICE OPTION/FUEL SERVICE CHARGE OR SIMILAR PRODUCTS, ADDITIONAL DRIVERS, OR UNDERAGE FEES. FlightCar has no control over, and assumes no responsibility for, the Terms and Conditions and other documentation any company which you use to rent or otherwise borrow a vehicle, which often can be significantly different than those of FlightCar. You expressly acknowledge that you have read, understand, and agree to any documentation and Terms surrounding your rental of any vehicle from providers other than FlightCar, and agree to be bound by that contract or agreement. You relieve FlightCar from any and all liability arising from your agreeing to any such contract or agreement.

Initial Business Response /* (1000, 5, 2015/12/08) */
Attached is the signed pick up receipt that customer acknowledged when picking up the vehicle showing rental had limited miles. He could have refused at the time but took the vehicle. The information is on the pick up receipt, confirmation email...

that was sent 6/27 to his personal email and advised by our representative. Final receipt also showing restriction and charge.

Initial Business Response /* (1000, 5, 2015/11/24) */
We are a car sharing company. This means the cars are owned by other people. This customer reserved an 09-16 and received an 02-08. The only thing wrong with the car is that it had scratches which is why he didn't want to take it. It was a 2007...

Jetta with only 75,000 miles on it. Mechanical and physically (besides scratches) the car was fine. We reimbursed $73.96 out of the total $134.96 of the reservation. We generally have a $75 cancellation fee (on site) however we have only kept the remaining $61.03.
Notes on the account: Representative from the station called to cancel the reservation for the customer. Customer doesn't like the car that he [redacted] use that's why he [redacted] just cancel because the car is full of scratches and he thought that we [redacted] provide a car with good condition. Cancelled the reservation. Nov. 11, 2015, 1:35 p.m. PDT - [redacted]
Please see below for our terms and conditions: https://flightcar.com/renterpolicies
Cancellations and Changes: FlightCar [redacted] accommodate changes to Renter's rental with no change fee prior to Renter's pick up time. Changes to a rental length or time period can be made any time until the scheduled pick up time with no fee except any price difference as calculated by current prices at the time of the change (no refund [redacted] be issued for difference in price if the rental is changed with 48 hours of the start if the Rental Period). After the scheduled pick up time, changes are no longer permitted and if the Vehicle is not picked up, the value of the booking is lost. No refund [redacted] be issued if Renter is not able to pick up Renter's Vehicle due to Renter's failure to meet FlightCar's requirements. All rentals are non-refundable.
Initial Consumer Rebuttal /* (3000, 7, 2015/11/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Flightcar recognizes the car was in bad shape and "only" 75K miles!!!!!!!
I was traveling with my family and all I wanted was a safety and trusted drive.
I wouldn't take this car even for free because it was not reliable.
Flightcar should be thankful for my wasting of time helping them improve their business.
Like Uber and Lift they should have pictures showing the real conditions of the cars they are offering.
Full refund and apologies is all I want!!!!!

Final Business Response /* (4000, 12, 2015/12/14) */
We are a car sharing company. This means the cars are owned by other people. This customer reserved an 09-16 and received an 02-08. The only thing wrong with the car is that it had scratches which is why he didn't want to take it. It was a 2007 Jetta with only 75,000 miles on it. Mechanically and physically (besides scratches) the car was fine. We reimbursed $73.96 out of the total $134.96 of the reservation. We generally have a $75 cancellation fee (on site) however we have only kept the remaining $61.03.
Please see below for our terms and conditions: https://flightcar.com/renterpolicies
Cancellations and Changes: FlightCar [redacted] accommodate changes to Renter's rental with no change fee prior to Renter's pick up time. Changes to a rental length or time period can be made any time until the scheduled pick up time with no fee except any price difference as calculated by current prices at the time of the change (no refund [redacted] be issued for difference in price if the rental is changed with 48 hours of the start if the Rental Period). After the scheduled pick up time, changes are no longer permitted and if the Vehicle is not picked up, the value of the booking is lost. No refund [redacted] be issued if Renter is not able to pick up Renter's Vehicle due to Renter's failure to meet FlightCar's requirements. All rentals are non-refundable.
Final Consumer Response /* (4200, 14, 2015/12/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Same answer over and over again.
They don't care about my complaint.
I didn't get any service and I demand FULL REFUND!!!!!

Initial Business Response /* (1000, 8, 2015/11/24) */
Hello [redacted],
Thanks for reporting the damage to your vehicle to us. I have reviewed the claim in detail.
In this situation, we would consider the damage to be "wear and tear" damage. We consider "wear and tear" to be damage or cosmetic...

imperfection that is incurred throughout the course of normal driving or vehicle operation (for example, a tiny paint chip from pebbles on the road) - it is not caused by misuse or accident. For something to be considered wear and tear, it also must be under 2 inches in size. Unfortunately, neither FlightCar nor our insurance is able to cover wear and tear.
When making this determination, we try to be fair to both you as the car owner and also any renters of your car.
Please let me know if you have any concerns and we look forward to seeing you again.
[redacted]
Initial Consumer Rebuttal /* (3000, 11, 2015/11/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As shown in the pictures attached here, the damages to the front bumper are noticeably more than 2 inches, in fact they're almost 12 inches long. This hasn't happened from normal wear but possibly from closely fitting the car in a parking space.
The damages to the rear bumper is also easily more than 2 inches and quite deep into the body. Again, not normal wear and tear, these seem to have happened from backing into some hard object like a pavement or rocks.
These damages are not minor chips or dents (of which there are plenty as well). Dismissing these major damages as normal wear and tear is unacceptable.
Final Business Response /* (2600, 28, 2016/01/05) */
Contact Name and Title: [redacted] Director of Suppor
A request has been put into our finance team for $1500 based on the estimate provided.
Final Consumer Response /* (3000, 42, 2016/02/19) */
UPDATE: It has now been 4 months since I received my car with damages and and I still have NOT received any compensation. It has also been more than a month since the company acknowledged on Revdex.com that they were processing a payment for me. I have not been directly contacted about any of this by the company as yet.

Initial Business Response /* (1000, 5, 2015/10/20) */
This customer has been paid in full
Initial Consumer Rebuttal /* (2000, 7, 2015/10/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/10/08) */
check for 29.10 is going out tomorrow
Initial Consumer Rebuttal /* (2000, 7, 2015/10/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the solution but I'm not satisfied with their customer service...

model. I had to file a Revdex.com complaint against them just to get them to action what they promised to do!

Initial Business Response /* (1000, 5, 2015/10/08) */
For this customer we refunded 1 day of his 3 day rental for $22.86. We do have a 48 hour cancellation policy however we refunded this as an exception
Initial Consumer Rebuttal /* (2000, 7, 2015/10/11) */
(The consumer indicated he/she...

ACCEPTED the response from the business.)
Fair outcome.

Initial Business Response /* (1000, 5, 2015/10/30) */
The check for this [redacted] be sent out on Monday.

Initial Business Response /* (1000, 5, 2015/08/18) */
See attached
, an email was sent to [redacted] the day they charged him to let him know they were going to charge him and that [redacted] was the one that reported the damages to FlightCar. May 11, 2015, 10:45 p.m. -
The customer called us to tell...

us that he was unaware of the damage and should not have been charged the damage fee of $250+. He wanted to speak to the damage claims manager asap. I called [redacted] to confirm that it was def him who damaged the car. Asked [redacted] to give him a call in the morning. Jan. 28, 2015, 9:15 p.m. -
Initial Consumer Rebuttal /* (3000, 7, 2015/08/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First of all, flight-car company did not send any notifications (e-mail, texts, phone calls, etc.) to let me know that they were going to charge me ($258.40) for damaged car; as a result, I could not pay for the college housing fee and couldn't buy homework material for one of my classes. Revdex.com can request flight-car company to show Revdex.com an email (because that is what flight-car company said on the response) that was sent to me on or before 1.28.2015. Flight-car company won't show because they did not send me the email in the first place.
Second, they said I was the one that reported the damages to Flight-car. This is totally absurd. If I was the one who reported damages, why would I report this case to the Revdex.com in the first place? I never knew,heard or realized about the damages until flight-car charged me. Also, when I returned the car on September of 2014, two people checked the car and told me I was OK to go, and finally they returned the deposit of 300 dollars to my bank account after that.
Last and most importantly, I asked flight-car manager, [redacted], to send me photos of before and after the car I used. [redacted] sent me total of four photos in which first two pictures were labeled saying "Person A dropping off" (in this case, person A refers to other person who used the car before I did) and last two pictures were labeled saying "Me dropping off." However, when I looked at the dates when pictures were taken, it was all taken before I rented it (before 9.26.2014). I still have the email [redacted] sent me, and I can forward you the exact email he sent me.
As you can see, their point in arguing that I damaged the car and charging fee are all fraud and I, hereby, claim that flight-car is a fraud company and request compensating fee and returning money of $258.40 dollars.

Initial Business Response /* (1000, 10, 2015/11/23) */
This customer was paid and check was cleared. We haven't heard from her again.
Initial Consumer Rebuttal /* (2000, 12, 2015/11/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
This should not have taken...

almost three months. Completely unprofessional organization.