Ness Automotive

Mr. [redacted] did indeed rent an RV through our location.  A portion of his conversation with us at NESS Automotive regarding this fuel issue, however, was omitted from his statement.  What NESS Automotive had told Mr. [redacted] at the time of return of the vehicle is that we are unable at the...

counter to refund for excess fuel.  This is a policy of [redacted], the company who rented him the vehicle and owns the vehicle.  At the time of return, NESS Automotive provided Mr. [redacted] the email address to contact [redacted] (with whom the actual transaction occurred) of [redacted], which is [redacted]’s sole method of contact regarding customer service issues.  NESS Automotive suggested that he contact them directly to discuss the situation and their policy of no refunds for excess fuel.  As NESS Automotive explained to Mr. [redacted] at the time of return, there were no extra charges placed for the gauge being below the level it left our location initially, however, NESS Automotive is not authorized to refund for excess fuel, whether the gauge shows excess fuel or not.  The email address provided goes directly to [redacted] and the customer relations department who handles inquiries such as this.  NESS Automotive provided Mr. [redacted] with an alternate method to attempt to solve his problem.  NESS Automotive does not have the authority to solve this for him, as [redacted] is the entity with whom all financial transactions took place, as well as the owner of the allegedly faulty vehicle. NESS Automotive believes that this should not be a reflection on our company, since we are solely an agent for [redacted] and our dealings are controlled by [redacted]’s rules and regulations. NESS Automotive’s reputation should not be tarnished for simply following the rules regarding a transaction for [redacted].   Should you require further information, please do not hesitate to contact us at ###-###-#### or at this email address. Best,   Erica C[redacted]   Erica S. C[redacted]

Review: I rented an RV through [redacted] and their third party vendor, Ness Automotvie in [redacted], CT. When I rented the RV, the gas tank registered ¾ of a tank. We were instructed that when returning it, in order to avoid excess charges, it needed to be ¾ full. During my trip, I drove the RV to approximately ¼ of a tank and filled up in [redacted]. It cost approximately $88 to fill from the ¼ tank mark. The needle immediately registered full upon starting the engine. Before stopping for the weekend, I filled again, knowing that we would be using the generator. Once again, the needle registered full immediately upon starting the engine. When I returned the vehicle, I stopped at a [redacted] Station at [redacted] in [redacted], CT (approximately .2 miles from Ness Automotive) to refill the propane tank and return the gas tank to the original ¾ marker. The gas station attendant and I worked together to get the gas to ¾ of a tank. The needle, however, kept getting stuck on a little over 1/2 tank. The attendant did his best but the tank eventually filled all the way, even though it was still registering a little over a ½ tank. When I drove the .2 miles back to Ness Automotive, the gauge still read ½ tank. I attempted to explain to the sales associate that I believed there was a problem with the gas gauge. She replied, “the gauge is not broken.” She suggested that I go back to the gas station to get the gas “topped off” so I would be at ¾ of a tank. I had my receipt which showed that I had just put in 42.64 gallons of gas in the tank (55 gallon tank) and explained that the attendant could not put any more gas in the vehicle. Clearly, she should have realized that the gauge was not working properly because even if the gas tank had been completely empty, it should be registering as much more than a little over a half tank full since it is [redacted] gallon tank. I was asking for a refund for the excess fuel charge due to the faulty gauge. Initially, she said I should be charged for the shortfall. She then asked one of the servicemen to take the RV for a ride. When he returned, she said she would not be charging me for the shortfall because, in her words, the serviceman said that the gauge had “started to creep up” while he was driving. She insisted that I am responsible for the overage. I would be fine with that if I knowingly put in an overage. I was clearly working with best intentions of returning the vehicle at exactly ¾ tank. The faulty gauge did not allow this. I asked for a credit for the extra gas as this was not my error, but a system error with the RV. She refused any refund and became quite curt with any further inquiries I made about the fairness of the situation. All I was looking for was a $30 credit on a $900 bill. Not unreasonable, but fair.Desired Settlement: I am looking for a $30 refund for the 1/4 tank of extra gas that I put in the vehicle due to the faulty gauge.

Business

Response:

Mr. [redacted] did indeed rent an RV through our location. A portion of his conversation with us at NESS Automotive regarding this fuel issue, however, was omitted from his statement. What NESS Automotive had told Mr. [redacted] at the time of return of the vehicle is that we are unable at the counter to refund for excess fuel. This is a policy of [redacted], the company who rented him the vehicle and owns the vehicle. At the time of return, NESS Automotive provided Mr. [redacted] the email address to contact [redacted] (with whom the actual transaction occurred) of [redacted], which is [redacted]’s sole method of contact regarding customer service issues. NESS Automotive suggested that he contact them directly to discuss the situation and their policy of no refunds for excess fuel. As NESS Automotive explained to Mr. [redacted] at the time of return, there were no extra charges placed for the gauge being below the level it left our location initially, however, NESS Automotive is not authorized to refund for excess fuel, whether the gauge shows excess fuel or not. The email address provided goes directly to [redacted] and the customer relations department who handles inquiries such as this. NESS Automotive provided Mr. [redacted] with an alternate method to attempt to solve his problem. NESS Automotive does not have the authority to solve this for him, as [redacted] is the entity with whom all financial transactions took place, as well as the owner of the allegedly faulty vehicle. NESS Automotive believes that this should not be a reflection on our company, since we are solely an agent for [redacted] and our dealings are controlled by [redacted]’s rules and regulations. NESS Automotive’s reputation should not be tarnished for simply following the rules regarding a transaction for [redacted]. Should you require further information, please do not hesitate to contact us at ###-###-#### or at this email address. Best, Erica C[redacted] Erica S. C[redacted]