[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: I stated that I have FULL COVERAGE thru Erie insurance that I would not need the coverage She stated that I MUST have the coverage in order to rent the car I asked her at least twice why I needed to since I had the coverage There was no talk about a security deposit eitherThe person who hit me insurance would be responsible for that I am sure She did bring up the daily coverage and what it entails I stated that since I am required to have it, she said yes...that I would take the $coverage due to the fact this accident was not my fault and I felt that it was unjust that I had to pay any money at all for this I needed a vehicle to be able to work, I had no other option I needed to sign the contract in order to be able to take the car I needed the car so I could work As stated in the complaint, I had to use your company a few years prior and did not have to put my own money up I stated that to the person I talked to the day Again, it was stated in order for me to rent the car I needed to purchase that coverage....it wasn't a recommendation Seriously, If you have FULL coverage on a rental...why would I have to willingly purchase your insurance ??? Especially since I was not at fault for this accident Regards, [redacted] ***
According to her complaint she was forced to purchase insuranceOur customer service reps are trained to offer our collision waivers as an optional recommendationWe recommend to every customer that they purchase an optional waiver from us, but we do not require any waiver be purchased unless their policy will not extend coverageThe only way a customer with full coverage would ever feel “required” to purchase a waiver is if they did not have the ability to cover our security depositA customer who is using their own insurance policy to extend to a rental is required to provide a $security deposit because they will be responsible for paying their deductible in the event of damage to the vehicleA customer that is purchasing an optional waiver is only required to provide a $security deposit because we only need to know that the card is valid for small paymentsWe offer two waiversThe first waiver we offer is $a day for full physical damage replacement insuranceIn order to purchase the $minor damage waiver that was charged she would have had to decline the $coverageSo she understood that our waivers were offered as optionalIn the event that her credit card declined when we tried to do a $deposit our customer service rep may have told her that she had to take a waiver to lower the depositThat would be the only situation where she would have been required to take anything, and in that case she would be responsible for paying for itWe pride ourselves in offering quality products in an honest mannerWe feel as though we did just that in this case and do not feel it necessary to refund this customerWe have a contract where the waiver is listed in the charges and an has an extra note in the remarks section which notifies the renter again that the waiver was addedThe renter acknowledges that she signed this contract, so we feel as though we have handled this to the best of our abilityIf there are any further questions or comments please let us knowWe are more than happy to address any issues at any timeThank you.Josh F*
*** *** is disputing the entirety of her charges because she claims she was forced into an additional insurance that she did not wantAttached is a copy of the contract notes associated with this rentalYou will find that the rental reservation was completed on 7/and the original dispute
was made on 7/that they did not want the Minor Damage Protection WaiverThe actual rental started on 7/which means they drove with the car under our protection for days, at which point they called to say they did not actually want the waiverIt is then documented on 7/that Pamela actually called back to say that they in fact DID want the waiver since she would be doing some traveling she wanted to make sure she was coveredIn looking at the notes of our conversations with the Jackson's it seems as though they took turns calling us, each giving us a different idea of what they actually wantedSo any confusion as vo whether or not there should be a waiver on the contract or not was generated by **and *** *** and not our service repOur reps are trained to offer coverages to customers ONLY after first letting them know that using their own insurance is an optionWe pride ourselves on being open and honest with the customers options.Regarding the charges.For the days of rental after the *** max day it is noted on 8/that the vehicle was reported completed by the shop and we were to bill the renterdays of rental at per day = $218.05The renter carries an insurance policy which covers $a day flat rateWe do offer vehicles that are under $a day but they chose to get one that cost $after taxdays of $over what the insurance paid = $19.55Since it was decided on 7/that the renter in fact did want to have the MDP coverage on the rental they are responsible for all daysdays of $minor damage protection = $129.60$+ $+ $= $which you will see in the included invoice is all we billed the renter, we take no responsibility for overdraft fees.We have also included a signed copy of the Jackson's rental agreement if you would like to review any of the wording in our contractSection of our rental contract regarding billing clearly states that "Renter authorizes Kulp Car Rentals to charge renters credit/debit card every five days for all charges due."I sincerely hope that this information will resolve any issue with our companyWe are more than happy to answer any further questions or concerns regarding this account.Sincerely,Kevin K
COO Kulp Car Rentals
In response to the refusal of complaint ***:While we do understand your complaint about the accident not being your fault, and the rental being the responsibility of the at fault insurance company, we still do not see the justification for a full refund of the optional waiverOur representatives handle thousands of customers each year and are trained to let each customer know their options for the security deposit and waiversA security deposit is always required for a rental, a waiver is optionalAccording to our statistics approximately 70% of our customers choose optional coverage beyond their own insuranceWe offer it as an affordable service that most of our customers take advantage ofJosh FKulp Car Rentals
When I rented a car from kulp I specifically asked if they would've taking more than the 25$ that I should have gotten refunded when the car was returnedThey said noThat all I had to worry about was the 25$ and that they will bill me when the car is returnedCome to find out that they have been charging my credit card every daysMy limit is 500$ and it was ran up to 480$When I called and asked them what was going on they just continued to tell me that they were right and I was wrong and that they never told me I wouldn't be billed until the car was returnedWhich wasn't the case or I obviously wouldn't have done business with themNow I understand why everyone uses e***
Regarding complaint ID ***:I have included both a copy of the notes from our rental contract which recount our interactions with the customer, and the daily report journal from the GPS tracking unit in questionStarting with note of our rental notes Craig (identified by employee id
**) attempted to make contract with the customer on 12/27/and had to leave a messageThat is one day after the vehicle was brought in to our service department and it was deemed that the GPS tracker was non responsive due to a wire being cutThe tracker was under the dash and screws had to be removed to access it so there is no way this could have been accidentalAccording to the GPS tracking journal we got daily updates every day up through 12/10/and then it is dead until 12/26/when it was repaired at our shop in GilbertsvilleWith the start date of the rental being listed at 12/09/and the GPS showing that it became unresponsive some time on 12/or we have no choice but to hold the renter responsible because the damages were done during the duration of their rental contractI have also included a copy of the signed rental contractAlso, according to our rental contract the minor damage protection waiver will not cover this because of the nature of the damageBecause the wire was deemed to be deliberately cut it does not fall into the category of use of the vehicle (i.enail in a tire, Stone in a windshield etc)We have chosen not to seek any further fees for the loss of use while the car was out of CommissionWe feel that in this case it is fair that the renter pay for the cost of repairing the GPS Unit that was damaged while in their possession and we will assume the loss of the down time while the vehicle was not able to be rentedWe feel as though this is a fair compromise and our goal is to provide the best service possibleHopefully this provides a just explanation to the billing and the procedures that were taken in making this decision.Thank you for your time and consideration in Kulp Car RentalsIf there is anything we can further do to help clear up the situation please contact me at any time.My email address is ***@kulpcarrentals.com.Josh FKulp Car Rentals Customer Service
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because:
I stated that I have FULL COVERAGE thru Erie insurance that I would not need the coverage. She stated that I MUST have the coverage in order to rent the car. I asked her at least twice why I needed to since I had the coverage. There was no talk about a security deposit either... The person who hit me insurance would be responsible for that I am sure. She did bring up the 14.99 daily coverage and what it entails. I stated that since I am required to have it, she said yes...that I would take the $5 coverage due to the fact this accident was not my fault and I felt that it was unjust that I had to pay any money at all for this. I needed a vehicle to be able to work, I had no other option. I needed to sign the contract in order to be able to take the car. I needed the car so I could work. As stated in the complaint, I had to use your company a few years prior and did not have to put my own money up. I stated that to the person I talked to the day. Again, it was stated in order for me to rent the car I needed to purchase that coverage....it wasn't a recommendation. Seriously, If you have FULL coverage on a rental...why would I have to willingly purchase your insurance ??? Especially since I was not at fault for this accident....
Regards,
[redacted]
According to her complaint she was forced to purchase insurance. Our customer service reps are trained to offer our collision waivers as an optional recommendation. We recommend to every customer that they purchase an optional waiver from us, but we do not require any waiver be purchased unless...
their policy will not extend coverage. The only way a customer with full coverage would ever feel “required” to purchase a waiver is if they did not have the ability to cover our security deposit. A customer who is using their own insurance policy to extend to a rental is required to provide a $150 security deposit because they will be responsible for paying their deductible in the event of damage to the vehicle. A customer that is purchasing an optional waiver is only required to provide a $25 security deposit because we only need to know that the card is valid for small payments. We offer two waivers. The first waiver we offer is $14.99 a day for full physical damage replacement insurance. In order to purchase the $5 minor damage waiver that was charged she would have had to decline the $14.99 coverage. So she understood that our waivers were offered as optional. In the event that her credit card declined when we tried to do a $150 deposit our customer service rep may have told her that she had to take a waiver to lower the deposit. That would be the only situation where she would have been required to take anything, and in that case she would be responsible for paying for it. We pride ourselves in offering quality products in an honest manner. We feel as though we did just that in this case and do not feel it necessary to refund this customer. We have a contract where the waiver is listed in the charges and an has an extra note in the remarks section which notifies the renter again that the waiver was added. The renter acknowledges that she signed this contract, so we feel as though we have handled this to the best of our ability. If there are any further questions or comments please let us know. We are more than happy to address any issues at any time. Thank you.Josh F[redacted]
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: I stated that I have FULL COVERAGE thru Erie insurance that I would not need the coverage She stated that I MUST have the coverage in order to rent the car I asked her at least twice why I needed to since I had the coverage There was no talk about a security deposit eitherThe person who hit me insurance would be responsible for that I am sure She did bring up the daily coverage and what it entails I stated that since I am required to have it, she said yes...that I would take the $coverage due to the fact this accident was not my fault and I felt that it was unjust that I had to pay any money at all for this I needed a vehicle to be able to work, I had no other option I needed to sign the contract in order to be able to take the car I needed the car so I could work As stated in the complaint, I had to use your company a few years prior and did not have to put my own money up I stated that to the person I talked to the day Again, it was stated in order for me to rent the car I needed to purchase that coverage....it wasn't a recommendation Seriously, If you have FULL coverage on a rental...why would I have to willingly purchase your insurance ??? Especially since I was not at fault for this accident Regards, [redacted] ***
According to her complaint she was forced to purchase insuranceOur customer service reps are trained to offer our collision waivers as an optional recommendationWe recommend to every customer that they purchase an optional waiver from us, but we do not require any waiver be purchased unless their policy will not extend coverageThe only way a customer with full coverage would ever feel “required” to purchase a waiver is if they did not have the ability to cover our security depositA customer who is using their own insurance policy to extend to a rental is required to provide a $security deposit because they will be responsible for paying their deductible in the event of damage to the vehicleA customer that is purchasing an optional waiver is only required to provide a $security deposit because we only need to know that the card is valid for small paymentsWe offer two waiversThe first waiver we offer is $a day for full physical damage replacement insuranceIn order to purchase the $minor damage waiver that was charged she would have had to decline the $coverageSo she understood that our waivers were offered as optionalIn the event that her credit card declined when we tried to do a $deposit our customer service rep may have told her that she had to take a waiver to lower the depositThat would be the only situation where she would have been required to take anything, and in that case she would be responsible for paying for itWe pride ourselves in offering quality products in an honest mannerWe feel as though we did just that in this case and do not feel it necessary to refund this customerWe have a contract where the waiver is listed in the charges and an has an extra note in the remarks section which notifies the renter again that the waiver was addedThe renter acknowledges that she signed this contract, so we feel as though we have handled this to the best of our abilityIf there are any further questions or comments please let us knowWe are more than happy to address any issues at any timeThank you.Josh F
*
*** *** is disputing the entirety of her charges because she claims she was forced into an additional insurance that she did not wantAttached is a copy of the contract notes associated with this rentalYou will find that the rental reservation was completed on 7/and the original dispute
was made on 7/that they did not want the Minor Damage Protection WaiverThe actual rental started on 7/which means they drove with the car under our protection for days, at which point they called to say they did not actually want the waiverIt is then documented on 7/that Pamela actually called back to say that they in fact DID want the waiver since she would be doing some traveling she wanted to make sure she was coveredIn looking at the notes of our conversations with the Jackson's it seems as though they took turns calling us, each giving us a different idea of what they actually wantedSo any confusion as vo whether or not there should be a waiver on the contract or not was generated by **and *** *** and not our service repOur reps are trained to offer coverages to customers ONLY after first letting them know that using their own insurance is an optionWe pride ourselves on being open and honest with the customers options.Regarding the charges.For the days of rental after the *** max day it is noted on 8/that the vehicle was reported completed by the shop and we were to bill the renterdays of rental at per day = $218.05The renter carries an insurance policy which covers $a day flat rateWe do offer vehicles that are under $a day but they chose to get one that cost $after taxdays of $over what the insurance paid = $19.55Since it was decided on 7/that the renter in fact did want to have the MDP coverage on the rental they are responsible for all daysdays of $minor damage protection = $129.60$+ $+ $= $which you will see in the included invoice is all we billed the renter, we take no responsibility for overdraft fees.We have also included a signed copy of the Jackson's rental agreement if you would like to review any of the wording in our contractSection of our rental contract regarding billing clearly states that "Renter authorizes Kulp Car Rentals to charge renters credit/debit card every five days for all charges due."I sincerely hope that this information will resolve any issue with our companyWe are more than happy to answer any further questions or concerns regarding this account.Sincerely,Kevin K
COO Kulp Car Rentals
In response to the refusal of complaint ***:While we do understand your complaint about the accident not being your fault, and the rental being the responsibility of the at fault insurance company, we still do not see the justification for a full refund of the optional waiverOur representatives handle thousands of customers each year and are trained to let each customer know their options for the security deposit and waiversA security deposit is always required for a rental, a waiver is optionalAccording to our statistics approximately 70% of our customers choose optional coverage beyond their own insuranceWe offer it as an affordable service that most of our customers take advantage ofJosh F
Kulp Car Rentals
When I rented a car from kulp I specifically asked if they would've taking more than the 25$ that I should have gotten refunded when the car was returnedThey said noThat all I had to worry about was the 25$ and that they will bill me when the car is returnedCome to find out that they have been charging my credit card every daysMy limit is 500$ and it was ran up to 480$When I called and asked them what was going on they just continued to tell me that they were right and I was wrong and that they never told me I wouldn't be billed until the car was returnedWhich wasn't the case or I obviously wouldn't have done business with themNow I understand why everyone uses e***
Regarding complaint ID ***:I have included both a copy of the notes from our rental contract which recount our interactions with the customer, and the daily report journal from the GPS tracking unit in questionStarting with note of our rental notes Craig (identified by employee id
**) attempted to make contract with the customer on 12/27/and had to leave a messageThat is one day after the vehicle was brought in to our service department and it was deemed that the GPS tracker was non responsive due to a wire being cutThe tracker was under the dash and screws had to be removed to access it so there is no way this could have been accidentalAccording to the GPS tracking journal we got daily updates every day up through 12/10/and then it is dead until 12/26/when it was repaired at our shop in GilbertsvilleWith the start date of the rental being listed at 12/09/and the GPS showing that it became unresponsive some time on 12/or we have no choice but to hold the renter responsible because the damages were done during the duration of their rental contractI have also included a copy of the signed rental contractAlso, according to our rental contract the minor damage protection waiver will not cover this because of the nature of the damageBecause the wire was deemed to be deliberately cut it does not fall into the category of use of the vehicle (i.enail in a tire, Stone in a windshield etc)We have chosen not to seek any further fees for the loss of use while the car was out of CommissionWe feel that in this case it is fair that the renter pay for the cost of repairing the GPS Unit that was damaged while in their possession and we will assume the loss of the down time while the vehicle was not able to be rentedWe feel as though this is a fair compromise and our goal is to provide the best service possibleHopefully this provides a just explanation to the billing and the procedures that were taken in making this decision.Thank you for your time and consideration in Kulp Car RentalsIf there is anything we can further do to help clear up the situation please contact me at any time.My email address is ***@kulpcarrentals.com.Josh FKulp Car Rentals Customer Service
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because:
I stated that I have FULL COVERAGE thru Erie insurance that I would not need the coverage. She stated that I MUST have the coverage in order to rent the car. I asked her at least twice why I needed to since I had the coverage. There was no talk about a security deposit either... The person who hit me insurance would be responsible for that I am sure. She did bring up the 14.99 daily coverage and what it entails. I stated that since I am required to have it, she said yes...that I would take the $5 coverage due to the fact this accident was not my fault and I felt that it was unjust that I had to pay any money at all for this. I needed a vehicle to be able to work, I had no other option. I needed to sign the contract in order to be able to take the car. I needed the car so I could work. As stated in the complaint, I had to use your company a few years prior and did not have to put my own money up. I stated that to the person I talked to the day. Again, it was stated in order for me to rent the car I needed to purchase that coverage....it wasn't a recommendation. Seriously, If you have FULL coverage on a rental...why would I have to willingly purchase your insurance ??? Especially since I was not at fault for this accident....
Regards,
[redacted]
According to her complaint she was forced to purchase insurance. Our customer service reps are trained to offer our collision waivers as an optional recommendation. We recommend to every customer that they purchase an optional waiver from us, but we do not require any waiver be purchased unless...
their policy will not extend coverage. The only way a customer with full coverage would ever feel “required” to purchase a waiver is if they did not have the ability to cover our security deposit. A customer who is using their own insurance policy to extend to a rental is required to provide a $150 security deposit because they will be responsible for paying their deductible in the event of damage to the vehicle. A customer that is purchasing an optional waiver is only required to provide a $25 security deposit because we only need to know that the card is valid for small payments. We offer two waivers. The first waiver we offer is $14.99 a day for full physical damage replacement insurance. In order to purchase the $5 minor damage waiver that was charged she would have had to decline the $14.99 coverage. So she understood that our waivers were offered as optional. In the event that her credit card declined when we tried to do a $150 deposit our customer service rep may have told her that she had to take a waiver to lower the deposit. That would be the only situation where she would have been required to take anything, and in that case she would be responsible for paying for it. We pride ourselves in offering quality products in an honest manner. We feel as though we did just that in this case and do not feel it necessary to refund this customer. We have a contract where the waiver is listed in the charges and an has an extra note in the remarks section which notifies the renter again that the waiver was added. The renter acknowledges that she signed this contract, so we feel as though we have handled this to the best of our ability. If there are any further questions or comments please let us know. We are more than happy to address any issues at any time. Thank you.Josh F[redacted]