Midwest Car Corporation

I can see now wherethe text is, now that it is pointed out, but it certainly isn't obviousI had to read through it three times again just to make sense of it, and I'm a pretty smart personThe fact that I got all the way up thereandthey couldn't even make an exception and maybe put a hold on my card left me completely stranded with no way to get homeNo, this is unacceptableThe website should have noticed that the return location was not the same, and either not accepted a debit card, popped up with a warning, or not just said "everything is fineno need to call"I'm sorry but they are lucky I'm not pushing for pain and suffering of which there was plenty
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***

I understand the customers frustration and I apologize for the inconvenience this has caused.The policy regarding the use of debit/check cards is stated in the policy information section located between the estimated total for the rental and the section where the customer enters their name and email address to book the reservation, it is not hidden. The policy is also stated on the confirmation page once the reservation is confirmed and it is at the bottom of the email that is sent to the customer. This policy applies to all rentals, including local return rentals.During the reservation process the customer does not enter a billing number, therefore the web site would not know if the renter intends to use a debit/check card or a major credit card so there is nothing for the web site to accept.Again, I apologize for any inconvenience this may have cause, but we will not be issuing any reimbursement

In regards to Revdex.com complaint ID #[redacted]. I have reviewed Mr. [redacted]’s complaint, while I sympathize with his situation, due to the nature of our business and past issues with accepting debit/check cards, we do have a policy that has been in place for many years which requires a round trip...

ticket in order to rent with a debit/check card.  When Mr. [redacted] arrived at our counter to rent he only had a debit card, we informed him at that time that we do require a round trip ticket in order to accept a debit card, as he did not have one, we declined the rental. Mr. [redacted] booked his reservation through our web site, at which time our policy on the use of debit card was stated.  When booking reservations on line it is the customers responsibility to review all terms, conditions and policies.  Below is a screen shot of our web site reservation page showing our debit/check card policy, which is located right below the total cost for the rental. We will not be issuing any reimbursement.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]

Review: I rented a car for one day to drive from Madison, WI, to Ann Arbor, MI. At the time of the rental, I specifically asked about when and how to return the vehicle. I was told that I need to return the car 'anytime the following day.' I asked again about this -- anytime the next day -- and was told yes, anytime before the Ann Arbor rental branch closed the next day. I then remarked to the rental agent that this would be nice since I had been on a long business trip and could take time the next day to rest after arriving in Ann Arbor. My friend who was traveling with me witnessed this conversation.

When I returned the car late the next afternoon, I was initially informed I would be billed an extra day. I explained the situation to the Ann Arbor rental agent and he told me they would not bill me, but that I should follow up with the Madison branch. I did this the following day and was told they would not bill me either.

When I later reviewed my monthly credit card charges, I found that I had indeed been billed an additional $160.21. I called the National Rental Car branch in Madison back and spoke with [redacted], [redacted], and, finally, the assistant manager [redacted]. I explained the situation and was eventually told by [redacted] that he would not be adjusting the bill.

I have contested the charges with my credit card company and am filing this complaint in a further effort to resolve the issue.Desired Settlement: A credit card refund of $160.21.

Business

Response:

I received your letter today regarding Revdex.com ID #[redacted].

The customer had a reservation for a one-way rental from Madison, WI to Ann Arbor, MI from October 20, 2013 – October 21, 2013. The renter rented at 1:48 pm on October 20, 2013 and returned to Ann Arbor at 530 pm on October 21, 2013. All of our rental contracts are based on a 24 hour day starting at the time of rental, in this case the rental needed to be returned by 1:48 pm on October 21, 2013 to have a one day charge.

We have talked to the Ann Arbor location and the agent that spoke to the customer at return and the manager both state they advised the customer to contact the renting location, they did not indicate that the charge for the extra day would be credited. The agent that rented to the customer has been here for many years and would not have advised to return “anytime” without accruing additional charges. I don’t know who [redacted] is, there is no one by that name working here, one of our agents did speak to the customer and tried to offer a solution. The charges are valid as the vehicle was kept longer than 24 hours.

City Manager

Midwest Car Corporation

National Car Rental Licensee

Alamo Rent-A-Car Licensee

2302 Commercial Ave.

Madison, WI 53704

Review: I rented a car from them from Hotwire.com originally for 4 days, which I receipt saying that it was prepaid. When I arrived at the airport to pick up the car, I inquired about renting it for an additional 9 days. I was given an estimate of charges (which I have on paper) and agreed to the amount. I was given the car and proceeded on my way. I returned the car on July 10th and they took my debit card and charged it to my account. (shows on my bank statement on July 11) My receipt says that I owe 0.00. I boarded the plane and came home to Arizona. I happened to be checking the balance on my bank account the following November (4 months later) and noticed that it was now $381.52 in the red. Alamo had taken another $431.52 from my account the day prior to me calling. I have contacted the general manager regarding this and was told that I only paid the taxes back in July? I then contacted the regional manager and was told that there was an error in their billing but that I still had to pay it. I asked why no one had contacted me? he didn't have an answer. I was never contacted in any way and they had all of my info. Then I noticed on my bank statement in September that Alamo even credited my account on the 30th of September for $72.09? I f I owed them money why are they crediting my account? I have checks that have bounced and everything I own is in storage because we are in the process of purchasing a home and one of those checks that I wrote are for my storage unit. I may end up losing everything I own because of a billing error that wasn't my fault.Desired Settlement: I would like my account credited back plus any insufficient funds amounts, and if I lose my storage, then I would like everything I own to be replaced.

Business

Response:

I just received your letter regarding a customer concern, Revdex.com ID #[redacted].

The customer had a reservation for four days, June 27, 2013 to July 1, 2013 through Hotwire which is a pre-paid reservation site. When she got to the rental counter she inquired about renting until July 10th, 2013 making the rental a 13 day rental. The printed and signed contract shows a two week charge plus taxes based on the Hotwire program. Charges paid to Hotwire do not appear on the rental contract, that is between them and Hotwire, when we extend a Hotwire rental only charges that the customer is responsible for appear on the contract. When the customer returned, our computer system sent the additional charges to Hotwire, Hotwire had not been paid by the customer for these additional charges they were only paid for the original reservation. Eventually Hotwire sent the charges back to us (chargeback), sometimes this can take some time. Once we discovered the chargeback we applied the charges to the customer’s credit card on the rental as the customer is responsible for these charges.

I talked to the customer and explained this all to her, it was a glitch in our system billing the wrong person. I apologized, but she is responsible for the charges.

[redacted]. [redacted]

City Manager

Midwest Car Corporation

National Car Rental Licensee

Alamo Rent-A-Car Licensee

2302 Commercial Ave.

Madison, WI 53704

Consumer

Response:

Review: This is a copy of the email I originally sent to National Car Rental. It explains the whole situation:

I am completely disgusted your lack of service/policies! I just wasted $554.25 in airline fees, a $60 cab fare and 3 days of my wife, senior mother, senior mother in law and myself driving 862 miles each way because when I booked a 1 way rental online from Madison, WI to Greensboro, NC it did not pop up and warn me that because it is a 1-way trip I cannot use a debit card which is all I have! Instead it said "You are booked. No need to confirm". After fighting through the Chicago and Greensboro airports your agent would not take my debit card, nor would they allow me to use my mother's card over the phone effectively rendering me completely stranded 862 miles away and they wouldn't budge on policy. The only solution was for my senior mother and wife to drive 16hrs through rain, wind dense fog and snow to come get me, and we all drove home together (moving my mother in law to North Carolina). Granted now that I look AT THE FINE PRINT it says I cannot use a debit card for a 1 way rental, but the odds I would even have thought to look for that is astronomical!! National is a disgusting excuse for customer service!! Thanks for ruining 3 days of 4 people's lives and costing me $615.00!!Desired Settlement: After the misrepresentation of services based on my 1 way trip which cost me the airline ticket for nothing and the extra gas, all I am asking for would to reimburse me for the $615.00 I wasted. I'm not even asking for "pain and suffering" reimbursement even though I know many people would.

Business

Response:

In regards to Revdex.com complaint ID #[redacted]. I have reviewed Mr. [redacted]’s complaint, while I sympathize with his situation, due to the nature of our business and past issues with accepting debit/check cards, we do have a policy that has been in place for many years which requires a round trip ticket in order to rent with a debit/check card. When Mr. [redacted] arrived at our counter to rent he only had a debit card, we informed him at that time that we do require a round trip ticket in order to accept a debit card, as he did not have one, we declined the rental. Mr. [redacted] booked his reservation through our web site, at which time our policy on the use of debit card was stated. When booking reservations on line it is the customers responsibility to review all terms, conditions and policies. Below is a screen shot of our web site reservation page showing our debit/check card policy, which is located right below the total cost for the rental. We will not be issuing any reimbursement.

Consumer

Response:

I can see now wherethe text is, now that it is pointed out, but it certainly isn't obvious. I had to read through it three times again just to make sense of it, and I'm a pretty smart person. The fact that I got all the way up thereandthey couldn't even make an exception and maybe put a hold on my card left me completely stranded with no way to get home. No, this is unacceptable. The website should have noticed that the return location was not the same, and either not accepted a debit card, popped up with a warning, or not just said "everything is fine. no need to call". I'm sorry but they are lucky I'm not pushing for pain and suffering of which there was plenty.