Knowlton Motors, Inc.

Initial Business Response /* (1000, 8, 2014/10/17) */
Contact Email: [redacted]@gmail.com
The customer filing this complaint chose not to include the actual facts regarding his situation. He was in dire need for a transportation and stated he would need a rental vehicle for at least a...

week. Feeling bad for his situation, I lowed my normal weekly rental rate from $415 to $280 a 32% reduction (or only $40 per day versus $59.29). The following day, the customer dropped off the rental vehicle and key after hours. When he came back during regular hours and asked about a refund, I explained it is our policy to give in store credit at either [redacted] Motors or [redacted] Rentals. I believe this customer may never have intended to keep the vehicle for more than one day and simply wanted a rate much lower than our normal $75 per day rental fee for a minivan (or $50 per day for a car). In fact, in his complaint, he is asking for a $250 refund, resulting in only paying a $30 rental fee. Again, reinforcing the fact he never intended to pay us a fair price. I have a sign posted in our office lobby, in full view, of our refund policy, I have attached a copy of the posted notice. We pride ourselves in being a fair and ethical place of business and are offended to be accused of such wrong doing. Despite this customer's efforts to slander our previously unblemished reputation, I will still honor the in store credit.
Initial Consumer Rebuttal /* (3000, 10, 2014/10/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am not satisfied with this response by [redacted] Motors/[redacted] Rentals. In his response, he is claiming I had only intended for just 1 day of rental. I never said such. In fact, I had said it would be likely the following Tuesday, until I know the circumstances on my situation with vehicles. Mr.[redacted] made the assumption that I would need the rental for an entire week, and had his secretary/receptionist bill that full amount to my visa bank card
of $296 without my prior immediate consent or signature, which I was unaware. I had the understanding to be just charged for a deposit of $100. Upon returning rental, I would be charged for the number of days used at $40.00 per day. He then stated that when I return the rental there will be a refund given back, with no such thing said about "in store credit" as he states is his business policy. The rental agreement terms and conditions states nothing about "in store credit". That I feel was not ever clarified to me prior to my signing this rental agreement, thus I should be entitled to the refund of $250 in cash. I live far enough away that I will not be using "in store credit". I do not feel it is [redacted] Motors' right to force their services onto me, by way of in store credit, particularly due to the fact I do not live in local [redacted], Illinois.
Respectfully submitted,
[redacted]
Final Business Response /* (4000, 12, 2014/10/27) */
I am going to refund the customer $219.55 despite his ability to be truthful. The refund given results in the customer being charged for 1 full rental of a minivan at a rate of $75.00 plus sales tax of $2.25. When he initially rented the vehicle for a week, we gave him a weekly discount of $40 per day (my normal weekly rate of $415 equates to $59.29 per day). The customer signed a contract for a week, he signed the credit card receipt for a weekly rental, and my NO REFUNDS ON RENTAL SIGN IS CLEALY POSTED. There were absolutely no misrepresentations made by my company. I respectfully request the customer lose my number as I not interested in trying to help him again in the future.
Final Consumer Response /* (4200, 14, 2014/10/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Sorry, but here again this is not what the contract agreement is stating. [redacted] Motors has changed his figures from the initial response when I had submitted my complaint. The charge stated to me was $40/day, not $75. Mr [redacted] must think that I have lost my receipt/copy of the rental, which is untrue. I had the rental for 1 day....it has no bearing on whether the amount total is for 1 week. I am entitled to my full refund calculation of $243, NOTHING LESS! He doesn't have to worry about any further thought of my renting again, after this dishonest experience by Mr. [redacted].
Respectfully submitted,
[redacted]