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Gold Town Jewelry

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Gold Town Jewelry Reviews (2)

I am happy to have the opportunity to explain our deposit policy. The rental industry has an approximately 30% no-show rate. To combat this many national companies overbook vehicles causing them to not be available when you go there.We have instituted a non-refundable deposit policy to reserve and...

DO NOT overbook.The deposit is explained/disclosed on our website, orally over the phone and again in large print on the reservation confirmation/deposit receipt.When you reserve with Courtesy we hold a specific vehicle of the class that you reserve. Baring a major catastrophe we will have that available for you when you arrive. During peak season- June,July and August, it is quite busy and a renter not showing or cancelling causes a significant loss of revenue to us and a disruption to business. In this specific case  she made a reservation on July 6 for a 12 pass van Aug 5-21. Only July 27 she called saying that she needed to cancel her reservation due to a death in the family. Under the circumstances we made an exception to the non-refundable deposit policy and allowed her to change her dates to Sept. 22 until Oct. 8. Cancelling with short notice during the summer caused a significant loss of revenue. We had a waiting list for her dates but all had found other arrangements by the time she cancelled on July 27. On September 5 she called again to ask some questions and confirmed her pick up and drop off dates that had been rescheduled to September. Three days later she called to cancel due to the hurricane. She asked for a refund of her deposit. The policy was again explained to her. We also explained the loss of revenue when she cancelled her initial dates. She was also reminded that we had already made an exception to the policy allowing her to reschedule her dates without penalty. She was told that although the deposit was non-refundable we would allow her to change the dates a second time without penalty. She declined to do that.

Initial Business Response /* (1000, 5, 2014/12/17) */
The customer made an appointment to come see me and discuss this for 9:00 AM December 8, 2014. He did not show. I wish he had kept the appointment so we could discuss it in person. The wheel bearing did fail on the vehicle causing about 1500 in...

damage to the front suspension. Wheel bearings usually start to make noise and go out over time- not sudden complete failure. Customer said they did not hear any noise from wheel bearing prior to its failure. Customer did not notify us via 24 hour number of the incident. When he did notify us the next day we promptly authorized repairs. Unfortunately with the Thanksgiving Holiday it was not repaired in time for customer to be able to return in it to Minneapolis. Customer is correct that contractually he was to stay with the vehicle until repaired rather than abandon it. HE was told to keep receipts but no promise of reimbursement was made. As it was a holiday and repairs were delayed due to the holiday weekend I chose not to charge customer for CCR having to pick up the vehicle. I also waived mileage and fuel charges and discounted the rental already. I waived 1934 in charges for picking up the vehicle which is more than the 1100.00 he says he spent and is asking reimbursement for. This is the first breakdown in the 7 years I have been at CCR that was not able to be promptly repaired. I do feel bad that it happened for this, or any, customer. I gave customer the benefit of the doubt that the bearing failure was sudden and they did not ignore warning signs/noises indicating that there was an issue that could have been repaired quickly and much less expensively. I already reduced rental charges and waived over 1900 in other charges which is over 800 more than expenses he claims to have incurred to return to Minneapolis.
Initial Consumer Rebuttal /* (3000, 7, 2014/12/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The facts here are clear and CCR should reimburse me for additional costs incurred while also covering all of their owned vehicle repair and recovery expenses.
1.) The breakdown and failure occurred in a remote location and was not preventable prior to the vehicle becoming completely disabled. While it is agreed that some breakdowns provide indication through unusual sounds and operations of impending failure, this was not the case in this incident.
2.) Care was taken to have the vehicle moved to a secure location and diagnosed for repair. Towing and transportation charges were covered by our party and are not at issue here.
3.) Communication with the CCR office occurred on a timely basis. No '24 hour' phone contact was provided and the regular phone was not answered until the next business day. It is obvious that the communication was of utmost priority to our party due to impending schedules and commitments back in Minneapolis.
4.) [redacted], the CCR representative on the phone, authorized the repairs and acknowledged that we would not be able to stay with the vehicle for the extended repair period. [redacted] also authorized the additional costs incurred for hotel accommodations and taxi travel to return to Minneapolis. Alternative rental vehicles were not available though extensive search was conducted including travel to both Rockford and Chicago O'Hare Airport locations.
5.) CCR should reimburse for the additional costs incurred by the renter for hotel and transportation as discussed and agreed prior to incurring. The costs submitted do not include additional incidental costs for vehicle search, meals, lost work time, etc.
6.) CCR is responsible for the vehicle repairs and costs of recovery following completion of the repairs. The vehicle was not left until authorized by the CCR representative. This inherent risk of the business in rental of over-the-road vehicles is quite obvious in the event of breakdown. The renter can only be expected to secure the vehicle from further risk of loss or damage and inform the owner of the status and location when repairs are not possible in a reasonable time frame.
The appointment was not kept to discuss this incident further since CCR charged the debit card on file prior to resolution and reimbursement of the additional costs incurred. The additional charges exceed the original rental contract amount and result in a net credit to the renter.
CCR should cover the additional accommodation and transportation costs agreed to during the event. CCR incurred the repair and recovery costs for the vehicle as the owner and rental contractor -- certainly a reasonable and normal business risk. This event was not favorable for any party involved, though costs were mitigated as much as possible and additional losses were avoided.
Final Business Response /* (4000, 11, 2015/01/06) */
There was not an authorization made for renter's expenses. As renter stated he is contractually obligated to return the vehicle or pay for recovery expenses. In this case I decided not to charge him for the over 1900 in recovery expenses as well as discounting the rental.His return expenses would have been reduced significantly if his friend had remembered to take his license with him to pick up a Chevy Suburban they had found to rent nearby. That is out of my control. You have to have a DL in possession to rent a vehicle. My recovery expenses that are contractually owed are greater than his return expenses that are not contractually owed.In the interest of customer service to try and have the best possible outcome in a bad situation I have decided not to collect recovery charges and discounted the rental. Any costs incurred by renter are his.

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Address: 143 Hempstead Turnpike, West Hempstead, New York, United States, 11552

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