Complaint: [redacted]
I am rejecting this response because of inaccuracies contained in the following paragraph:When [redacted] came in to rent the vehicle, she had initially set up a rental of one week. [redacted]'s rental was extended multiple times which may address her concern regarding the initial quote price being lower than the final cost of the rental. However, [redacted] did call in multiple times to extend the rental and she inquired about cost at each of those junctures. We provided all requested information including costs at these times. I did not set up a rental for one week. I rented the car for a one month and I told them at that time that I might extend for another month. The monthly price I was quoted was $900. I did not 'EXTEND MULTIPLE TIMES" as indicated in Longhorn Rental's response and, therefore, was not informed "about the cost at each of those junctures." Indeed, I heard nothing from Longhorn Rental until they called me to form me that my credit card payment had been declined. This was because the card they had on file for me had expired. Then a few days later, I received a registered letter from Longhorn demanding that I return the car. The letter arrived during the Thanksgiving holiday. For these reasons, I reject their response.
Regards,
[redacted]
Hello,This message is in response to the complaint (# [redacted]) lodged by [redacted]. We have included a signed statement from the rental agent who executed [redacted]'s rental contract. This agent was also the person who assisted [redacted] at return. The details of our dealing with...
[redacted] are enclosed in that statement. Also attached are the signed rental contract showing that [redacted] opted to purchase our Collision Damage Waiver (CDW), the signed and dated Supplemental Liability (SLI) form, as well as the final totals for the contracts on her rental ([redacted] kept the vehicle beyond 30 days. We are required to close all our contracts every 30 days to stay in compliance). When [redacted] came in to rent the vehicle, she had initially set up a rental of one week. [redacted]'s rental was extended multiple times which may address her concern regarding the initial quote price being lower than the final cost of the rental. However, [redacted] did call in multiple times to extend the rental and she inquired about cost at each of those junctures. We provided all requested information including costs at these times. [redacted] has rented vehicles with Longhorn Rentals twice successfully in the past. [redacted] rented a car for 3 weeks and 2 days in Dec 2013/Jan 2014 and for one month in Aug/Sep 2014. With that said, I have reviewed her rental agreements to find evidence of [redacted]'s claim that she was overcharged in the past. After review, I can find no evidence to support that claim. I show no adjustments on [redacted]'s two prior contracts and I show no refunds to the credit card she has used for those rentals. Because [redacted] has rented here successfully in the past, she knows our procedures and process. This further indicates that there was no confusion as to what [redacted] was agreeing to purchase at the time of execution. In the end, we had signed rental documents showing [redacted] agreed to purchase the CDW and SLI, along with the statement given to us from our employee (written copy attached above) evidencing that [redacted] entered the agreement in good faith, under no false pretense which is why we denied her request to refund the requested money to her credit card. Sincerely,[redacted]Longhorn Car-Truck Rentals
Complaint: [redacted]
I am rejecting this response because of inaccuracies contained in the following paragraph:When [redacted] came in to rent the vehicle, she had initially set up a rental of one week. [redacted]'s rental was extended multiple times which may address her concern regarding the initial quote price being lower than the final cost of the rental. However, [redacted] did call in multiple times to extend the rental and she inquired about cost at each of those junctures. We provided all requested information including costs at these times. I did not set up a rental for one week. I rented the car for a one month and I told them at that time that I might extend for another month. The monthly price I was quoted was $900. I did not 'EXTEND MULTIPLE TIMES" as indicated in Longhorn Rental's response and, therefore, was not informed "about the cost at each of those junctures." Indeed, I heard nothing from Longhorn Rental until they called me to form me that my credit card payment had been declined. This was because the card they had on file for me had expired. Then a few days later, I received a registered letter from Longhorn demanding that I return the car. The letter arrived during the Thanksgiving holiday. For these reasons, I reject their response.
Regards,
[redacted]
Hello,This message is in response to the complaint (# [redacted]) lodged by [redacted]. We have included a signed statement from the rental agent who executed [redacted]'s rental contract. This agent was also the person who assisted [redacted] at return. The details of our dealing with...
[redacted] are enclosed in that statement. Also attached are the signed rental contract showing that [redacted] opted to purchase our Collision Damage Waiver (CDW), the signed and dated Supplemental Liability (SLI) form, as well as the final totals for the contracts on her rental ([redacted] kept the vehicle beyond 30 days. We are required to close all our contracts every 30 days to stay in compliance). When [redacted] came in to rent the vehicle, she had initially set up a rental of one week. [redacted]'s rental was extended multiple times which may address her concern regarding the initial quote price being lower than the final cost of the rental. However, [redacted] did call in multiple times to extend the rental and she inquired about cost at each of those junctures. We provided all requested information including costs at these times. [redacted] has rented vehicles with Longhorn Rentals twice successfully in the past. [redacted] rented a car for 3 weeks and 2 days in Dec 2013/Jan 2014 and for one month in Aug/Sep 2014. With that said, I have reviewed her rental agreements to find evidence of [redacted]'s claim that she was overcharged in the past. After review, I can find no evidence to support that claim. I show no adjustments on [redacted]'s two prior contracts and I show no refunds to the credit card she has used for those rentals. Because [redacted] has rented here successfully in the past, she knows our procedures and process. This further indicates that there was no confusion as to what [redacted] was agreeing to purchase at the time of execution. In the end, we had signed rental documents showing [redacted] agreed to purchase the CDW and SLI, along with the statement given to us from our employee (written copy attached above) evidencing that [redacted] entered the agreement in good faith, under no false pretense which is why we denied her request to refund the requested money to her credit card. Sincerely,[redacted]Longhorn Car-Truck Rentals