rentAwreck To whom it may concern To read Mr. [redacted] 's letter to the BBB it sounds like we added some... charge after he returned the rental. The fact of the matter is he gave our rental car to someone else, unknown to us , and left town. Mr. [redacted] walked around the car with me when he picked the car up and we made note of a light scuff on the right front corner of the car, and a door ding on the left rear quarter panel, near the tail light. He initialed the agreement, right at the spot it said, " No other damage" , acknowledging that those were the only marks on the car. I enclose a copy of the rental agreement with those initials on it. After being informed of the damage Mr. [redacted] turned in a claim with his insurance company. ( contrary to his statement " I had my insurance company take a look at it" ). The only reason an insurance company takes a look at a car is if a claim was turned in, a claim WAS turned in, and I enclose a copy of it. The adjuster for his insurance company reviewed the rental agreement, making sure they only covered NEW damage. Mr. [redacted] was ultimately turned down by his insurance company because he wasn't driving the car. Mr. [redacted] then turned in a claim to American Express Assurance Company ( His credit card coverage ). At the same time he filed a dispute with them, to not have to pay for the damage. American Express informed him that he could not, at the same time, file a claim for coverage, and deny that he did it. Amex told him to do one or the other. He chose to file a claim for the damages, to be paid under the coverage provided on his American Express Card. American Express turned him down because he had me credit his Amex card and put it on a visa card at the end of the rental. (I am not certain of Mr. [redacted] s motives here, other than the Amex was a company card.) After he was turned down for Amex Assurance to pick up the damage tab, he filed another dispute of our charge. American Express had me fax all the information I had, rental agreement, claim forms etc. American Express came to the conclusion that my charge for damage was a legitimate charge, and informed Mr. [redacted] . He then proceeded to file, over the next eight months, four more disputes. American Express investigated each time, because each time Mr. [redacted] changed the wording of his dispute. Tweaking and re-tweaking trying to avoid paying for the damage. Each time Amex concluded my charge was legitimate, and turned Mr. [redacted] down. After six disputes American Express informed him they would not entertain any more. (In 28 years I have never had a chargeback, not with Amex, Mastercard, Visa or Discover ....Because I do not charge unless I am certain !) Mr. [redacted] told me there was no damage, then he said the damage was minor and I could rent it anyway. Then the unauthorized driver claimed I damaged the car myself. I am not sure how that would benefit me. This customer is the very reason car rental companies require a credit card ! In response to the other claims Mr. [redacted] makes in his complaint...the only pictures taken were by the unauthorized driver a few hours after car was returned. Neither me nor American Express ever saw these pictures. I never claimed Mr. [redacted] did not pay for the rental.
rentAwreck To whom it may concern To read Mr. [redacted] 's letter to the BBB it sounds like we added some... charge after he returned the rental. The fact of the matter is he gave our rental car to someone else, unknown to us , and left town. Mr. [redacted] walked around the car with me when he picked the car up and we made note of a light scuff on the right front corner of the car, and a door ding on the left rear quarter panel, near the tail light. He initialed the agreement, right at the spot it said, " No other damage" , acknowledging that those were the only marks on the car. I enclose a copy of the rental agreement with those initials on it. After being informed of the damage Mr. [redacted] turned in a claim with his insurance company. ( contrary to his statement " I had my insurance company take a look at it" ). The only reason an insurance company takes a look at a car is if a claim was turned in, a claim WAS turned in, and I enclose a copy of it. The adjuster for his insurance company reviewed the rental agreement, making sure they only covered NEW damage. Mr. [redacted] was ultimately turned down by his insurance company because he wasn't driving the car. Mr. [redacted] then turned in a claim to American Express Assurance Company ( His credit card coverage ). At the same time he filed a dispute with them, to not have to pay for the damage. American Express informed him that he could not, at the same time, file a claim for coverage, and deny that he did it. Amex told him to do one or the other. He chose to file a claim for the damages, to be paid under the coverage provided on his American Express Card. American Express turned him down because he had me credit his Amex card and put it on a visa card at the end of the rental. (I am not certain of Mr. [redacted] s motives here, other than the Amex was a company card.) After he was turned down for Amex Assurance to pick up the damage tab, he filed another dispute of our charge. American Express had me fax all the information I had, rental agreement, claim forms etc. American Express came to the conclusion that my charge for damage was a legitimate charge, and informed Mr. [redacted] . He then proceeded to file, over the next eight months, four more disputes. American Express investigated each time, because each time Mr. [redacted] changed the wording of his dispute. Tweaking and re-tweaking trying to avoid paying for the damage. Each time Amex concluded my charge was legitimate, and turned Mr. [redacted] down. After six disputes American Express informed him they would not entertain any more. (In 28 years I have never had a chargeback, not with Amex, Mastercard, Visa or Discover ....Because I do not charge unless I am certain !) Mr. [redacted] told me there was no damage, then he said the damage was minor and I could rent it anyway. Then the unauthorized driver claimed I damaged the car myself. I am not sure how that would benefit me. This customer is the very reason car rental companies require a credit card ! In response to the other claims Mr. [redacted] makes in his complaint...the only pictures taken were by the unauthorized driver a few hours after car was returned. Neither me nor American Express ever saw these pictures. I never claimed Mr. [redacted] did not pay for the rental.