Ms. [redacted] filed a claim for rust spots all over her car on 6/15/2015. Our Claims representative requested photos of the damage because surface rust is not a covered provision and we wanted to ensure the type of damage prior to denying the claim.Upon receipt of the photos on 6/16/2015...
it became apparent that the damage was not a covered provision as they reflected chipping, bubbling and peeling of the paint.Both the paint and rust portions of Ms. [redacted]’s warranty lists the following as exclusions: “…..stone abrasion, chipping, peeling, crazing, spotting, separating…”The photos provided did reflect rust however that rust was a result of exposed metal due to missing paint not a result of inside out rust. Our rust warranty covers inside out rust in the areas in which our product was applied.In addition, Ms. [redacted]’s warranty requires that she notify Cal-Tex within 30 days of the damage occurring. The damage was report to have been notice 90 days prior to a claim being filed.We understand and sympathize with Ms. [redacted] unfortunately however, the damages reported do not fall within the scope of the paint or rust portions of her warranty.
Mr. [redacted] filed a claim for missing paint, general wear and sap marks. I have attached a copy of the terms and conditions of Mr. [redacted]'s warranty for review as chipping paint and wear and tear are listed under the exclusions. We attempted to offer to send a Mobile Technician to Mr....
[redacted]'s home or office to repair the sap marks however we were unsuccessful. We would be like to pay for covered repairs to Mr. [redacted]'s car. Please have him contact our office at [redacted] option 2 if he would like further assistance with his claim.
Complaint: [redacted]
I am rejecting this response because: After speaking with Auction Direct they stated that they contacted this warranty company and he said, " Resistall told us they NEVER told the customer they do not cover rust. If you read the attached contract you will clearly see where Rust Inhibitor is clearly checked." I told the representative that I spoke with that the rust was not caused by peeling paint, it was caused by road salt (the representative was NOT understanding what road salt does to a car). The time frame really has no bearing because as a result of the road salt the car will continue to rust in these places, so therefore technically I could call at any time and it would be within the 30 days. The representative argued with me and was not helpful in the least. The warranty is pretty much void because of their lack of knowledge in what causes rust on a car. The warranty is vague and hard to understand which leads me to believe that they are a dishonest company. I therefore want my money back for the warranty, $796 dollars because it is of no use to me because of their vague descriptions and uninformed sales people.
Regards,
[redacted]
We sympathize with Ms. [redacted] situation. This product warranty has a 30 day filing time limit on claims. The claim was filed on 4/28/2017 with a date of notice of 1/1/2015. Unfortunately, 16+ months is well beyond the time period in which we could process a claim...
for the reported damages.I have attached a copy of Ms. [redacted] warranty for review. As you will see in section VI. Your Responsibilities (B)”….but in no event later than thirty (30)days…”We look forward to serving Ms. [redacted] in the future.The CalTex Team
Complaint: [redacted]
I am rejecting this response because: as stated, it does not state this on my receipt that was received from the dealer, additionally, I tried to explain that the date indicated was in error. The policy was purchased by my husband, and I didn't indicate the correct date of damage, of which was to be the same date as submitted, however I was informed that once submitted that there was no way of correcting the error. You practices are fraudulent, and deceitful. All that I'm asking is that is issue be corrected, or my money refunded. This was my first and only claim request. I'm a retired military service member, on a fixed income. Although you state that you sympathize with me, does not to be the case in you lack of willingness to work with me.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because: For one I stated I never received this warranty information from Ford or Cal-Tex; and on fading/ how faded should it be before reporting!? Very light fading is normal, but it continued and got worse so that is whyI finally reported it. I first noticed the area earlier, but it was not bad yet? Also the quote the Rep sent to Revdex.com was not complete. The quote finished by saying "or it may impact coverage of the Limited Warranty" !!?? I thought under the circumstances, new car, interior/exterior protection plan purchased, reported as soon as fading was noticed not normal, there should be no problem getting this covered; but I understand clearly this company is making money and staying in business doing business the shady way by saying " Oh sorry you didn't read the fine print!!??? Just not right!
Regards,
[redacted]
We truly sympathize with Mr. [redacted]. A claim was filed on 2/3/2017 for fading and leather rubbed off of the driver seat bolster. While fading leather is a covered provision under the warranty, there is a filing time limit. I have attached a copy of the terms and conditions of the product...
warranty purchased by Mr. [redacted] in July of 2013. Please refer to section V. Your Responsibilities B) “Upon noticing a stain or damage to Your interior or exterior Treated Surfaces, contact Cal-Tex immediately, but in no event later than thirty (30)days….) Should damage occur in the future, please contact us immediately upon noticing. We look forward to serving you in the future. The CalTex Team
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.
Regards,
[redacted]
We are very sorry to hear about the incurred damages to Mr. [redacted] 2011 Nissan Armada. Unfortunately, the product and subsequent warranty Mr. [redacted] purchased did not include rust protection. I have attached a copy of the product warranty Mr. [redacted] purchased for your review. We are in...
the process of assisting Mr. [redacted] with the removal of the paint over-spray as it is a covered provision under the product warranty purchased 8/27/2011. Thank you, The CalTex Team
Initial Business Response /* (1000, 5, 2015/12/04) */
Contact Name and Title: [redacted] Manager
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@adelmantravel.com
The individual did attempt to book the airline tickets on our website and the screen shots that she provided were the quoted...
price not a confirmation of booking. Airlines change the prices constantly and the reason it was booked by one of our agents is because of that reason you send your order thru online and if everything is complete receive a confirmation this did not happen a price change occurred and was placed in a Q for an agent to ticket which is why she received the first phone call where the agent asked if she did want to purchase the tickets or if she would want them voided to avoid the higher price. She argued with the agent that they were purchased and she wanted at lower price so a manager called to once again explain the situation but she told individual she was busy and would call back she was advised that the void had to been processed in the same day to avoid charges on her card. She called late in the evening again demanding to have the tickets at a fare that was no longer available and to talk to a supervisor. I called her back at that time and once again explained the situation and did tell her that if a confirmation had been issued we would be more than happy to stand by the price but that was not the case and we would need to void. She became belligerent and threatened to drag our name thru the mud I'm assuming thinking I would cave and change my mind. All phone conversations are recorded and I did remind her of that and told her to have a nice evening. I was never rude or provided bad customer service.
Initial Consumer Rebuttal /* (3000, 7, 2015/12/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
When a consumer buys something online, selects the product, puts in their personal information, card information, and hits the purchase button. We believe that we have purchased that product for that price. I believe it is WRONG to find out through an email later on that the price has been changed. What if I did not check my email for a day or two. I would have been stuck with airline tickets for almost three times the price. THAT IS A RIP OFF TO ALL CONSUMERS!
I understand that airline prices change constantly. I have purchased hundreds of airline tickets. In my experience, I have only had one incident where the price changed. I called the airline and explained the situation, and while demonstrating excellent customer service, they apologized for the inconvenience an sold me the ticket for the price I purchased it for.
That's why I called the first time. To just let them know what happened and give them a chance to make it right. I did not ask for a lower price, I asked for the price that I purchased the tickets at! When this did not happen, so I asked for a manager.
The employee said a manager would call me back around 9 or 10 am. I made myself available during that time. I waited all day and no call. So when a manager did call me back that evening. Yes, I was busy having dinner with my family and did not choose to get into a conversation at that time. She did say that she would be there until 10pm that night. So, I ate with my family and called her back a few hours later.
But, when I called, she was not there. So, I left a message. She did call me back. She was very rude. Thank goodness for the recordings!
And yes, after all of this I became angry. I have never been treated so poorly by a business. Instead of "dragging their name through the mud", I decided to file a complaint with the Revdex.com. This is the proper way, to let a business know that you are unsatisfied with the way they do business.
All I am asking for is the product that I purchased at the price that I purchased it for. Nothing less, nothing more. All customers should be aware of how this company does business. They should know that even though they purchase something through this website, and walk away....that the company can choose to increase the price by sending you your itinerary with the price change at the bottom.
What if I didn't check my email? What if I didn't read the whole message all the way to the bottom? This is bad business and very fraudulent. Most people purchase an item and never think about it again. They trust that the price they bought it at will be the final price.
That's how most companies operate. It is just proper business. And when something out of the ordinary does happen, and the customer was not at fault and is unsatisfied, a competent manager would have used their resources to fix the problem.
The public should know about how this operates and how their managers and customer service is lacking before they do business with them. I wish I would have known. I wish someone warned me!
Final Business Response /* (4000, 9, 2015/12/10) */
If product had indeed been purchased the screen shot would be of the purchase confirmation and not of a quoted price. All online booking tools (whether it be a booking tool or the airlines direct site) have a price quote that pops up and when submitted will come back with confirmation. And had that been what was presented to us the answer would have been completely correct. An agent was only involved because the airline fare came back to as unavailable - all phone calls have been monitored and the agents responded each time as procedures dictate. That the class of service was not available that the quote provided, did a new search need to be conducted or would the tickets need to be voided. They were voided and no fees where charged. We can only price and sell at what the airline provides us with.
Final Consumer Response /* (4200, 11, 2015/12/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I've never purchased anything online for a "quoted" price, put in my information, agree to terms of service, purchase, and then have it change so drastically. (With the exception of the other airline who went above and beyond to make it right).
When you agree to the price and the terms of service there is an expectation that this is the price you are paying. How devious is this to out a product out there for a price and then once it is bought and paid for, dramatically increase the price? Without warning?!?!
The response says an agent only got involved because the fare came back unavailable....how about a phone call to let the customer know that what they purchased is unavailable? Or that it is available just at triple the price? Or an email like most companies send out that says it is out if stock or unavailable?
I don't believe it is ethical to just let it slide and assume that the customer wants to pay an extra $500. Or sneak it in at the very bottom of the internerary. That is horrendous! Very dubious. People should be warned about these practices!
Complaint: [redacted]
I am rejecting this response because: Cal-Tex refused to paint the vehicle as was suggested by 2 businesses. They said buffing would need to be tried "first" to remedy the problem. Since the buffing did not correct the problem then they should honor their warranty and pay for the painting. Obviously their "protective " paint product did not work and now they are not willing to fix the problem in the way that was originally recommended.
Regards,
[redacted]
We respect the stance Mr. [redacted] has taken on his rust claim however he did not purchase a rust protection product warranty from CalTex therefore we cannot assist him with the rust damages to his roof. Thank you, The CalTex Team
We can understand Mr. [redacted]’s frustration however our warranty is specific about the type of damages that are covered.
I have attached photos of the damage to Mr. [redacted]’s vehicle.
The first attachment is a picture of the headlight damage. Mr. [redacted]’s warranty covers fading or dulling of...
the headlight lenses, as you can see from the picture there is a substance on the lens and is therefore does not fall within the scope of the warranty.
The second attachment is a picture of the damage to the paint. The paint portion of Mr. [redacted]’s warranty covers environmental damages such as but not limited to tree sap, hard water etching, bird droppings, oxidation, etc. The damage reflected in the photo is not consistent with the type of environmental damages this warranty covers.
It was our understanding that the dealership was going to assist Mr. [redacted] with the repairs since they do not fall within the scope of our warranty.
In regards to a refund or a 5/7 reimbursement, our warranty is a non-refundable cancellable.
Initial Business Response /* (1000, 14, 2017/03/10) */
[redacted]Document Attached[redacted]
A copy of the actual rental agreement is attached.
Final Business Response /* (1000, 15, 2017/03/10) */
Our apologies for the delay in our response. As a [redacted] member we do take pride in our rating. We recently...
updated our contact information with the Revdex.com just last week and that is why previous emails were not responded to, and the written letter arrived just today.
As for Mr. [redacted]'s complaint , I have contacted [redacted] rent a car customer service. They did access the booking number that we provided to Mr [redacted] for a full size car in Albuquerque. According to the rental agreement Mr. [redacted] did utilize the reservation, but upgraded to a premium size car. Per his complaint it was because they only had small cars available when he arrived. [redacted] could only confirm the actual rental total which included the upgrade fee ($200), insurance, extra driver fee and road side assistance. When a car company fails to provide the car type that was initially reserved they will generally provide an acceptable substitute at no upcharge.
It is unfortunate that we were not contacted at the time that the issue began, as we would have immediately been in touch with [redacted] to address the situation. Mr. [redacted], to the best of my knowledge never contacted our agency to request assistance or lodge a complaint. One week after he returned he submitted this complaint directly to the Revdex.com.
As a part of our customer service, we will continue to reach out to [redacted] rent a car to request a refund of some portion of the final cost of the rental. Again included in the charges were items such as insurance, extra driver's fee and road side assistance that were never included in the original quote.
Ms. [redacted] filed a claim for rust spots all over her car on 6/15/2015. Our Claims representative requested photos of the damage because surface rust is not a covered provision and we wanted to ensure the type of damage prior to denying the claim.Upon receipt of the photos on 6/16/2015...
it became apparent that the damage was not a covered provision as they reflected chipping, bubbling and peeling of the paint.Both the paint and rust portions of Ms. [redacted]’s warranty lists the following as exclusions: “…..stone abrasion, chipping, peeling, crazing, spotting, separating…”The photos provided did reflect rust however that rust was a result of exposed metal due to missing paint not a result of inside out rust. Our rust warranty covers inside out rust in the areas in which our product was applied.In addition, Ms. [redacted]’s warranty requires that she notify Cal-Tex within 30 days of the damage occurring. The damage was report to have been notice 90 days prior to a claim being filed.We understand and sympathize with Ms. [redacted] unfortunately however, the damages reported do not fall within the scope of the paint or rust portions of her warranty.
Mr. [redacted] filed a claim for missing paint, general wear and sap marks. I have attached a copy of the terms and conditions of Mr. [redacted]'s warranty for review as chipping paint and wear and tear are listed under the exclusions. We attempted to offer to send a Mobile Technician to Mr....
[redacted]'s home or office to repair the sap marks however we were unsuccessful. We would be like to pay for covered repairs to Mr. [redacted]'s car. Please have him contact our office at [redacted] option 2 if he would like further assistance with his claim.
Complaint: [redacted]
I am rejecting this response because: After speaking with Auction Direct they stated that they contacted this warranty company and he said, " Resistall told us they NEVER told the customer they do not cover rust. If you read the attached contract you will clearly see where Rust Inhibitor is clearly checked." I told the representative that I spoke with that the rust was not caused by peeling paint, it was caused by road salt (the representative was NOT understanding what road salt does to a car). The time frame really has no bearing because as a result of the road salt the car will continue to rust in these places, so therefore technically I could call at any time and it would be within the 30 days. The representative argued with me and was not helpful in the least. The warranty is pretty much void because of their lack of knowledge in what causes rust on a car. The warranty is vague and hard to understand which leads me to believe that they are a dishonest company. I therefore want my money back for the warranty, $796 dollars because it is of no use to me because of their vague descriptions and uninformed sales people.
Regards,
[redacted]
We sympathize with Ms. [redacted] situation. This product warranty has a 30 day filing time limit on claims. The claim was filed on 4/28/2017 with a date of notice of 1/1/2015. Unfortunately, 16+ months is well beyond the time period in which we could process a claim...
for the reported damages.I have attached a copy of Ms. [redacted] warranty for review. As you will see in section VI. Your Responsibilities (B)”….but in no event later than thirty (30)days…”We look forward to serving Ms. [redacted] in the future.The CalTex Team
Complaint: [redacted]
I am rejecting this response because: as stated, it does not state this on my receipt that was received from the dealer, additionally, I tried to explain that the date indicated was in error. The policy was purchased by my husband, and I didn't indicate the correct date of damage, of which was to be the same date as submitted, however I was informed that once submitted that there was no way of correcting the error. You practices are fraudulent, and deceitful. All that I'm asking is that is issue be corrected, or my money refunded. This was my first and only claim request. I'm a retired military service member, on a fixed income. Although you state that you sympathize with me, does not to be the case in you lack of willingness to work with me.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because: For one I stated I never received this warranty information from Ford or Cal-Tex; and on fading/ how faded should it be before reporting!? Very light fading is normal, but it continued and got worse so that is whyI finally reported it. I first noticed the area earlier, but it was not bad yet? Also the quote the Rep sent to Revdex.com was not complete. The quote finished by saying "or it may impact coverage of the Limited Warranty" !!?? I thought under the circumstances, new car, interior/exterior protection plan purchased, reported as soon as fading was noticed not normal, there should be no problem getting this covered; but I understand clearly this company is making money and staying in business doing business the shady way by saying " Oh sorry you didn't read the fine print!!??? Just not right!
Regards,
[redacted]
We truly sympathize with Mr. [redacted]. A claim was filed on 2/3/2017 for fading and leather rubbed off of the driver seat bolster. While fading leather is a covered provision under the warranty, there is a filing time limit. I have attached a copy of the terms and conditions of the product...
warranty purchased by Mr. [redacted] in July of 2013. Please refer to section V. Your Responsibilities B) “Upon noticing a stain or damage to Your interior or exterior Treated Surfaces, contact Cal-Tex immediately, but in no event later than thirty (30)days….) Should damage occur in the future, please contact us immediately upon noticing. We look forward to serving you in the future. The CalTex Team
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.
Regards,
[redacted]
Complaint: 12711024
I am rejecting this response because:The crack on the windshield is not 10 inches as stated.
Regards,
[redacted]
We are very sorry to hear about the incurred damages to Mr. [redacted] 2011 Nissan Armada. Unfortunately, the product and subsequent warranty Mr. [redacted] purchased did not include rust protection. I have attached a copy of the product warranty Mr. [redacted] purchased for your review. We are in...
the process of assisting Mr. [redacted] with the removal of the paint over-spray as it is a covered provision under the product warranty purchased 8/27/2011. Thank you, The CalTex Team
Initial Business Response /* (1000, 5, 2015/12/04) */
Contact Name and Title: [redacted] Manager
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@adelmantravel.com
The individual did attempt to book the airline tickets on our website and the screen shots that she provided were the quoted...
price not a confirmation of booking. Airlines change the prices constantly and the reason it was booked by one of our agents is because of that reason you send your order thru online and if everything is complete receive a confirmation this did not happen a price change occurred and was placed in a Q for an agent to ticket which is why she received the first phone call where the agent asked if she did want to purchase the tickets or if she would want them voided to avoid the higher price. She argued with the agent that they were purchased and she wanted at lower price so a manager called to once again explain the situation but she told individual she was busy and would call back she was advised that the void had to been processed in the same day to avoid charges on her card. She called late in the evening again demanding to have the tickets at a fare that was no longer available and to talk to a supervisor. I called her back at that time and once again explained the situation and did tell her that if a confirmation had been issued we would be more than happy to stand by the price but that was not the case and we would need to void. She became belligerent and threatened to drag our name thru the mud I'm assuming thinking I would cave and change my mind. All phone conversations are recorded and I did remind her of that and told her to have a nice evening. I was never rude or provided bad customer service.
Initial Consumer Rebuttal /* (3000, 7, 2015/12/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
When a consumer buys something online, selects the product, puts in their personal information, card information, and hits the purchase button. We believe that we have purchased that product for that price. I believe it is WRONG to find out through an email later on that the price has been changed. What if I did not check my email for a day or two. I would have been stuck with airline tickets for almost three times the price. THAT IS A RIP OFF TO ALL CONSUMERS!
I understand that airline prices change constantly. I have purchased hundreds of airline tickets. In my experience, I have only had one incident where the price changed. I called the airline and explained the situation, and while demonstrating excellent customer service, they apologized for the inconvenience an sold me the ticket for the price I purchased it for.
That's why I called the first time. To just let them know what happened and give them a chance to make it right. I did not ask for a lower price, I asked for the price that I purchased the tickets at! When this did not happen, so I asked for a manager.
The employee said a manager would call me back around 9 or 10 am. I made myself available during that time. I waited all day and no call. So when a manager did call me back that evening. Yes, I was busy having dinner with my family and did not choose to get into a conversation at that time. She did say that she would be there until 10pm that night. So, I ate with my family and called her back a few hours later.
But, when I called, she was not there. So, I left a message. She did call me back. She was very rude. Thank goodness for the recordings!
And yes, after all of this I became angry. I have never been treated so poorly by a business. Instead of "dragging their name through the mud", I decided to file a complaint with the Revdex.com. This is the proper way, to let a business know that you are unsatisfied with the way they do business.
All I am asking for is the product that I purchased at the price that I purchased it for. Nothing less, nothing more. All customers should be aware of how this company does business. They should know that even though they purchase something through this website, and walk away....that the company can choose to increase the price by sending you your itinerary with the price change at the bottom.
What if I didn't check my email? What if I didn't read the whole message all the way to the bottom? This is bad business and very fraudulent. Most people purchase an item and never think about it again. They trust that the price they bought it at will be the final price.
That's how most companies operate. It is just proper business. And when something out of the ordinary does happen, and the customer was not at fault and is unsatisfied, a competent manager would have used their resources to fix the problem.
The public should know about how this operates and how their managers and customer service is lacking before they do business with them. I wish I would have known. I wish someone warned me!
Final Business Response /* (4000, 9, 2015/12/10) */
If product had indeed been purchased the screen shot would be of the purchase confirmation and not of a quoted price. All online booking tools (whether it be a booking tool or the airlines direct site) have a price quote that pops up and when submitted will come back with confirmation. And had that been what was presented to us the answer would have been completely correct. An agent was only involved because the airline fare came back to as unavailable - all phone calls have been monitored and the agents responded each time as procedures dictate. That the class of service was not available that the quote provided, did a new search need to be conducted or would the tickets need to be voided. They were voided and no fees where charged. We can only price and sell at what the airline provides us with.
Final Consumer Response /* (4200, 11, 2015/12/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I've never purchased anything online for a "quoted" price, put in my information, agree to terms of service, purchase, and then have it change so drastically. (With the exception of the other airline who went above and beyond to make it right).
When you agree to the price and the terms of service there is an expectation that this is the price you are paying. How devious is this to out a product out there for a price and then once it is bought and paid for, dramatically increase the price? Without warning?!?!
The response says an agent only got involved because the fare came back unavailable....how about a phone call to let the customer know that what they purchased is unavailable? Or that it is available just at triple the price? Or an email like most companies send out that says it is out if stock or unavailable?
I don't believe it is ethical to just let it slide and assume that the customer wants to pay an extra $500. Or sneak it in at the very bottom of the internerary. That is horrendous! Very dubious. People should be warned about these practices!
Complaint: [redacted]
I am rejecting this response because: Cal-Tex refused to paint the vehicle as was suggested by 2 businesses. They said buffing would need to be tried "first" to remedy the problem. Since the buffing did not correct the problem then they should honor their warranty and pay for the painting. Obviously their "protective " paint product did not work and now they are not willing to fix the problem in the way that was originally recommended.
Regards,
[redacted]
We respect the stance Mr. [redacted] has taken on his rust claim however he did not purchase a rust protection product warranty from CalTex therefore we cannot assist him with the rust damages to his roof. Thank you, The CalTex Team
We can understand Mr. [redacted]’s frustration however our warranty is specific about the type of damages that are covered.
I have attached photos of the damage to Mr. [redacted]’s vehicle.
The first attachment is a picture of the headlight damage. Mr. [redacted]’s warranty covers fading or dulling of...
the headlight lenses, as you can see from the picture there is a substance on the lens and is therefore does not fall within the scope of the warranty.
The second attachment is a picture of the damage to the paint. The paint portion of Mr. [redacted]’s warranty covers environmental damages such as but not limited to tree sap, hard water etching, bird droppings, oxidation, etc. The damage reflected in the photo is not consistent with the type of environmental damages this warranty covers.
It was our understanding that the dealership was going to assist Mr. [redacted] with the repairs since they do not fall within the scope of our warranty.
In regards to a refund or a 5/7 reimbursement, our warranty is a non-refundable cancellable.
Initial Business Response /* (1000, 14, 2017/03/10) */
[redacted]Document Attached[redacted]
A copy of the actual rental agreement is attached.
Final Business Response /* (1000, 15, 2017/03/10) */
Our apologies for the delay in our response. As a [redacted] member we do take pride in our rating. We recently...
updated our contact information with the Revdex.com just last week and that is why previous emails were not responded to, and the written letter arrived just today.
As for Mr. [redacted]'s complaint , I have contacted [redacted] rent a car customer service. They did access the booking number that we provided to Mr [redacted] for a full size car in Albuquerque. According to the rental agreement Mr. [redacted] did utilize the reservation, but upgraded to a premium size car. Per his complaint it was because they only had small cars available when he arrived. [redacted] could only confirm the actual rental total which included the upgrade fee ($200), insurance, extra driver fee and road side assistance. When a car company fails to provide the car type that was initially reserved they will generally provide an acceptable substitute at no upcharge.
It is unfortunate that we were not contacted at the time that the issue began, as we would have immediately been in touch with [redacted] to address the situation. Mr. [redacted], to the best of my knowledge never contacted our agency to request assistance or lodge a complaint. One week after he returned he submitted this complaint directly to the Revdex.com.
As a part of our customer service, we will continue to reach out to [redacted] rent a car to request a refund of some portion of the final cost of the rental. Again included in the charges were items such as insurance, extra driver's fee and road side assistance that were never included in the original quote.