Hawaii Rental Cars LLC

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted]

Aloha,We would like to clarify what happened in this case As noted in the complaint, our Rental Agent attempted to contact the renter's insurance company to verify collision coverage that would extend to our rental vehicle, and apparently was told it was not covered Renter was then placed on our CDW protection for the meantime, while she requested her company to Fax coverages to prove she did in fact have the coverage needed I have no way to know if the insurance company did fax correctly twice, but I do know we never received a fax Regardless, as stated in the complaint, at the time of return of vehicle, Renter then wanted the CDW charge removed In order to remove our coverage once it has been marked as ACCEPTED on the rental contract, a new contract has to be signed with a renter DECLINING our coverage for their company to cover Insurance companies will not pay out if a renter has marked Accepted, as that makes our insurance the primary party responsible Had Renter returned to sign a new contract declining our coverage and her insurance was verified even verbally over the phone with her agent, the charge would of been fully refunded We cannot refund CDW coverage at the end of the rental period, when in effect if there had been an accident, our insurance company would of been liable No rental car company can survive with renters being on their insurance only if there is an accident, then refunding the CDW cost at the end if they didn't happen to need it Our goal is not to "cheat" our customers as the complaint states, but to assure our vehicles are covered if there is an accident If a renter's insurance covers our vehicle, great! If it does not, then they need to purchase some coverage so we know our vehicle will be fix in the event of an accident If for some reason coverage is in question as in this case, renter will be placed on our coverage until it can be cleared up Then the renter may decline our coverage and receive a FULL refund However, the renter has to decline our coverageThey cannot be on our insurance the whole rental period, then want a refund at the end because they didn't get in an accident In this case, insurance was never verified and Renter never returned to decline our coverage This is why we did not issue a refund at the time of return, as was explained to renter at that time I hope this clears up the matter, as this is the standard policy in the rental car industry

Aloha Revdex.com,We would like to submit our reply to this complaint.  Unfortunately, Mrs. [redacted] is being extremely dishonest in her complaint.  The "small pit" as she calls it, is actually a foot and a half long crack in the windshield.  Even the picture she submitted was deceptive....

 She attempted to hide the crack in the windshield glare, white cloud background and all the overhead wires.  But even in her picture if you look close enough, you will still see part of the crack being visible.  I am attaching several pictures of the huge crack without the camouflage she tried to use.  They clearly show how bad the crack is.  There are pictures from a distance for reference to prove the vehicle is the same as listed on her contract. We circled the cracked area with a red grease pen so you know where to zoom in on. There are also close up pics without glare that show how bad the windshield was damaged.  To be clear, windshield repairs shops DO NOT fill large cracks in windshields. They can fill dings, chips and small star damage. Once a crack spreads it cannot be filled.  This was a crack almost 2 feet long!  We pointed out how bad the crack was and explained all this to Mrs. [redacted] at the time of her drop off.  Mrs. [redacted] called her insurance to file a claim, however she realized her deductible was $500 and the new windshield costs $539.88.  Mrs. [redacted] told us she wanted to pay for it directly as it was not worth having a strike on her insurance record for $39.88 more.  This is the payment method she chose.  We did not force her into anything.  Just to be clear I will break down our policies and what actually transpired.- We Explained to Mrs. [redacted] cracked windshields are pretty frequent on our island due to heavy rains and lots of debris in the roads.- We offered a protection product that would cover windshield damage. She declined this coverage and chose to be responsible for the damage should it occur.- We explained before she rented she is required to let us know if there is any damage to the vehicle and a POLICE REPORT would be required before she left the island.  Renters return to the mainland never to be heard from again.  We need Police reports and claims started before they disappear forever.  She understood, initialed and signed our addendum that explicitly explained this to her.  She chose to ignore this requirement. - We do a thorough vehicle inspection for every renter. All damage is recorded. We have a special section on our inspection sheet specifically designed to record any preexisting windshield damaged. "None" was circled and Mrs. [redacted] even initialed that specific area agreeing there was NO DAMAGE to the windshield at all. She then signed the sheet confirming it was accurate and complete.-We found the damage upon her return and gave her the choice how she wanted to pay for it.There is no question the damage occurred during her rental.  We did not steal her bags and hold her hostage as she states. Mrs. [redacted] chose to try to hide the damage and rush off to the airport to avoid paying.  Once we learned her bags were on the shuttle we radioed for him to return to base. We are only 5 minutes off the airport.Most of Mrs. [redacted]'s claims are dishonest and extremely exaggerated.  The truth is we did nothing inappropriate. We made her aware of the dangers, offered her a way out of culpability, did a thorough inspection to insure she would only be charged for damage she did, explained she would need a police report if damage did occur, promptly pointed out the huge crack upon her return, let her choose how she wanted to pay, called the windshield shop to get an accurate quote and even got her a discounted rate. We charged her appropriately and made no profit off the repairs, unlike most rental car companies that charge a set fee up to $1000 and just keep the profit.  She was only accurate in that we did not let her write notes on our contract.  It is a legally binding document that needs to remain unaltered in case we need to take her to court.  She is not allowed to write comments or alter our legal contracts to help herself avoid being held responsible.Put plainly, Mrs. [redacted] was fully aware she damaged our vehicle, tried to sneak off before we could find the damage, tried to downplay the damage telling us it is no big deal and can just be filled for very cheap, tried to take a deceptive photo of the damage, and is now trying to intimidate us with bogus Revdex.com complaints and bad [redacted] reviews in hopes she can bully us into not holding her accountable for the windshield she ruined.  She is expecting to rent our vehicle for $105 a week, do $600 worth of damage and not have to pay for it.We are sending you photos extensively documenting:-The extent of how bad the damage actually was. If you match up the angle of the windshields in the pics with her's you will be able to see the crack in her pic as well.-Copy of the her contract section denoting the vehicle she was in-Our addendum explaining procedures in the event of an accident or damage, which she initialed-The Emergency Roadside Protection doc that offers windshield protection, which she declined -Her vehicle inspection sheet where she spefically confirmed there was no preexisting windshield damageAfter viewing photos of the damage, you tell me if you feel Mrs. [redacted] is being honest in this complaint.

Aloha,We would like to clarify what happened in this case.  As noted in the complaint, our Rental Agent attempted to contact the renter's insurance company to verify collision coverage that would extend to our rental vehicle, and apparently was told it was not covered.  Renter was...

then placed on our CDW protection for the meantime, while she requested her company to Fax coverages to prove she did in fact have the coverage needed.  I have no way to know if the insurance company did fax correctly twice, but I do know we never received a fax.  
Regardless, as stated in the complaint, at the time of return of vehicle, Renter then wanted the CDW charge removed.  In order to remove our coverage once it has been marked as ACCEPTED on the rental contract, a new contract has to be signed with a renter DECLINING our coverage for their company to cover.  Insurance companies will not pay out if a renter has marked Accepted, as that makes our insurance the primary party responsible.  Had Renter returned to sign a new contract declining our coverage and her insurance was verified even verbally over the phone with her agent, the charge would of been fully refunded.  We cannot refund CDW coverage at the end of the rental period, when in effect if there had been an accident, our insurance company would of been liable.  No rental car company can survive with renters being on their insurance only if there is an accident, then refunding the CDW cost at the end if they didn't happen to need it.  
Our goal is not to "cheat" our customers as the complaint states, but to assure our vehicles are covered if there is an accident.  If a renter's insurance covers our vehicle, great!  If it does not, then they need to purchase some coverage so we know our vehicle will be fix in the event of an accident.  If for some reason coverage is in question as in this case, renter will be placed on our coverage until it can be cleared up.  Then the renter may decline our coverage and receive a FULL refund.  However, the renter has to decline our coverage. They cannot be on our insurance the whole rental period, then want a refund at the end because they didn't get in an accident.  
In this case, insurance was never verified and Renter never returned to decline our coverage.  This is why we did not issue a refund at the time of return, as was explained to renter at that time.  I hope this clears up the matter, as this is the standard policy in the rental car industry.

Aloha Revdex.com,
We would like to submit our reply to this complaint.  Unfortunately, Mrs. [redacted] is being extremely dishonest in her complaint.  The "small pit" as she calls it, is actually a foot and a half long crack in the windshield.  Even the picture she submitted...

was deceptive.  She attempted to hide the crack in the windshield glare, white cloud background and all the overhead wires.  But even in her picture if you look close enough, you will still see part of the crack being visible.  I am attaching several pictures of the huge crack without the camouflage she tried to use.  They clearly show how bad the crack is.  There are pictures from a distance for reference to prove the vehicle is the same as listed on her contract. We circled the cracked area with a red grease pen so you know where to zoom in on. There are also close up pics without glare that show how bad the windshield was damaged.  To be clear, windshield repairs shops DO NOT fill large cracks in windshields. They can fill dings, chips and small star damage. Once a crack spreads it cannot be filled.  This was a crack almost 2 feet long!  We pointed out how bad the crack was and explained all this to Mrs. [redacted] at the time of her drop off.  Mrs. [redacted] called her insurance to file a claim, however she realized her deductible was $500 and the new windshield costs $539.88.  Mrs. [redacted] told us she wanted to pay for it directly as it was not worth having a strike on her insurance record for $39.88 more.  This is the payment method she chose.  We did not force her into anything.  Just to be clear I will break down our policies and what actually transpired.
- We Explained to Mrs. [redacted] cracked windshields are pretty frequent on our island due to heavy rains and lots of debris in the roads.
- We offered a protection product that would cover windshield damage. She declined this coverage and chose to be responsible for the damage should it occur.
- We explained before she rented she is required to let us know if there is any damage to the vehicle and a POLICE REPORT would be required before she left the island.  Renters return to the mainland never to be heard from again.  We need Police reports and claims started before they disappear forever.  She understood, initialed and signed our addendum that explicitly explained this to her.  She chose to ignore this requirement. 
- We do a thorough vehicle inspection for every renter. All damage is recorded. We have a special section on our inspection sheet specifically designed to record any preexisting windshield damaged. "None" was circled and Mrs. [redacted] even initialed that specific area agreeing there was NO DAMAGE to the windshield at all. She then signed the sheet confirming it was accurate and complete.
-We found the damage upon her return and gave her the choice how she wanted to pay for it.
There is no question the damage occurred during her rental.  We did not steal her bags and hold her hostage as she states. Mrs. [redacted] chose to try to hide the damage and rush off to the airport to avoid paying.  Once we learned her bags were on the shuttle we radioed for him to return to base. We are only 5 minutes off the airport.
Most of Mrs. [redacted]'s claims are dishonest and extremely exaggerated.  The truth is we did nothing inappropriate. We made her aware of the dangers, offered her a way out of culpability, did a thorough inspection to insure she would only be charged for damage she did, explained she would need a police report if damage did occur, promptly pointed out the huge crack upon her return, let her choose how she wanted to pay, called the windshield shop to get an accurate quote and even got her a discounted rate. We charged her appropriately and made no profit off the repairs, unlike most rental car companies that charge a set fee up to $1000 and just keep the profit.  She was only accurate in that we did not let her write notes on our contract.  It is a legally binding document that needs to remain unaltered in case we need to take her to court.  She is not allowed to write comments or alter our legal contracts to help herself avoid being held responsible.
Put plainly, Mrs. [redacted] was fully aware she damaged our vehicle, tried to sneak off before we could find the damage, tried to downplay the damage telling us it is no big deal and can just be filled for very cheap, tried to take a deceptive photo of the damage, and is now trying to intimidate us with bogus Revdex.com complaints and bad [redacted] reviews in hopes she can bully us into not holding her accountable for the windshield she ruined.  She is expecting to rent our vehicle for $105 a week, do $600 worth of damage and not have to pay for it.
We are sending you photos extensively documenting:
-The extent of how bad the damage actually was. If you match up the angle of the windshields in the pics with her's you will be able to see the crack in her pic as well.
-Copy of the her contract section denoting the vehicle she was in
-Our addendum explaining procedures in the event of an accident or damage, which she initialed
-The Emergency Roadside Protection doc that offers windshield protection, which she declined 
-Her vehicle inspection sheet where she spefically confirmed there was no preexisting windshield damage
After viewing photos of the damage, you tell me if you feel Mrs. [redacted] is being honest in this complaint.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]