Rent A Wreck

Customer’s Statement of the Problem:On August 22, I contacted Kowalski construction to do some insurance workfrom the storms that occurred in July They agreed to work from theadjuster’s worksheet prior to starting the necessary work.False: The demo which was our main contract was done as emergencyservice and I never provided an estimate up frontMy estimate reflected whatthe adjuster had with a few minor differencesI initially only charged for twodumpsters, the adjuster had We installed lf of temp fencing, the adjusterhad l.fWe also installed a chain and lock box to secure the property whichthe adjuster did not haveI’m assuming these differences were part of thesupplement that the adjuster approved on 5-4-15, however I was neverprovided a copy to confirmIf I revised my estimate today to use the exactline items as the adjuster, same price list, add in the differences for tempfencing, and take off the profit and overhead, our adjusted total would be:$6,Our original contract was for $6,This would result in acredit to owner for $ Regarding the repairs or contract [redacted] : I told Mr [redacted] that if we weren’t doing the whole job I would have to provide anestimate because the line item pricing for the couple of selected items he wantedus to do would not be sufficientI provided him a contract/estimate for theamount of $4,in which he signedI never had any contact with theadjuster up to this point and he never indicated he wanted me toMy contractwas with Mr [redacted] direct Once the job was complete they started the billing increasesegmentI have gone over all the numbers and I have paid them every penny theyare dueI am not a contractor so I might owe them a few dollars for taxOtherthan that they are paid in FULLFalse: Our billing never went up from the contract he signed, infact it was decreased twice in an effort to help himFirst time he questionedthe amount of plywood and labor hours we usedI revised our invoice by $405.00in his favorAfter finally talking to the adjuster on 5-to find out she wasissuing another supplement to help us out I decided along with [redacted] , (Kowalski Controller), to make our contract match the adjuster’soriginal estimate plus the supplementWe sent the customer a revised contractamount of $3,($1,savings from contract he signed) The newadjusted amount matches what he was paid and includes our overhead, profit,and taxMr [redacted] thinks he gets to keep the profit and overheadIt isnot legal for a policy holder to profit from an insurance claimThese itemsare added for the contractor doing the work Kowalski construction is refusing to correct their mistake orshow me my mistakeI left a voicemail for the owner and told him I would bringin all paperwork as well as my check bookLet’s figure it out, If I owe, Iwill write a check on the spotThe owner never respondedI have tried overand over to work with the staff to no satisfactionThe billing person will notsee anything except that the bill is past dueBeing I do not owe themanything, nothing is past dueKowalski is now telling me that they will noteven look at my math and they will send the bill to collections with their feesadded if I do not pay by the end of May I have told them many times toshow me from the insurance adjuster’s worksheet where I owe them moneyTheyhave not done thisFalse: [redacted] ,(Kowalski Controller), [redacted] ,(Kowalski Production Assistant), and myself have countless hoursinto trying to explain to him and work toward a reasonable resolutionI neveragreed to him that we would work off the adjuster’s sheet for the repairportion and that is why I provided an estimate and contract to him before westarted for the hand picked items he wanted us to doI was very clear to himthat if we weren’t doing the whole job I would re-write an estimate using laborhours instead of line items since they would not be sufficient for the work hewas asking us to doThe work was done to his satisfaction in January and thebill is past due I see where the problem is on the worksheetI have told themon multiple occasionsKowalski is refusing to do the math because it provesthat I am correctAll they say is that I owe themIf they hold to the agreedinsurance worksheet and I owe them I will pay immediatelyI only ask them todo the sameBill according to the price that was agreed prior to any workbeing started.We did bill according to the amount that was agreed upon and signedby him before work startedI have attached the original contract he agreedupon and signed prior to start of work We have since reduced ourbilling twice in an effort to make him happy I also have informed them that their billing has items that werenot done, and according to their worker could not be doneThey are chargingfor materials that they did not provide nor do the work for these materials.They are charging labor for work that they were unable to doAll their workwas completed in 2014.I have already revised my pricing for the materials in questionregarding plywoodHe also questioned that we did not replace two rows ofshingles that Inca is certain they did which I did not creditHe questionedthe hours actual worked vsestimateI told him I would not credit back hours.I explained to him there is time into getting materials, drive time, etcthatare accounted forI explained to him I never had any agreement that we woulddo the work on a “time and material basis” My insurance company is trying to assist in getting this paid,they called and said they found $to help the billingKowalski addedthis amount to their bill in May They did NO work in 2015.I got the additional from his adjuster after I explainedeverything to herThe supplement is not for work done in 2015, that’s justwhen it was approved I spoke to [redacted] , (KowalskiController), and we decided to revise our repair contract to matchexactly what he is being paid, which I did To make it real simple I senta revised two line item estimate showing: Repairs EA @ 2,= 2,240.71Total of line items 1-from original USAA Estimate before Overheadand ProfitSupplement Items EA @ = 677.64Amount ofsupplement items per [redacted] that she will be issuing payment[redacted] _REV-5/5/3SummaryLine Item Total 2,918.35Overhead 291.83Profit 291.83Phoenix Tax 188.74Replacement Cost Value $3,690.75Net Claim$3,If anything they need to pay me for putting up with theirincompetence and working their mistakesI have gone over the numbers atlength; I am accountable on all of my statementsThe emails I have fromKowalski that not only contradict themselves but have flat lies that thepaperwork proves Kowalski wrongJimThe adjuster, ( [redacted] ), confirmed she paid him for theentire loss several months ago which would have been roughly 40kaccording to the adjuster’s estimateWe have made multiple attempts to reduceour billing to appease Mr [redacted] If he chooses not to pay the reduced billingwe have offered him, we will ivoice for the contract amount he signed plus anyapplicable late and collection fees

Initial Business Response / [redacted] (1000, 5, 2017/10/02) */ This customer rented a vehicle from us, and when he made his reservation, he was notified that we do have a mile radius from Reno limitation on ALL vehiclesHe also signed a contract stating that he would not travel more than miles away from Reno NV or he would be charged $per mile for every mile traveled [redacted] drove to New York and back, in one week leaving more than miles on our vehicle, plus damage to the transmission and engine, by running it low of oil We sent [redacted] numerous certified letters, all of which were returned, and sent him information to the email address we had on file [redacted] is the one that is failing to communicate with us We did not wrongfully charge his card for any amount of money, that he did not originally agree to when he signed our rental agreementWe can send copies of his signed rental agreement, the GPS tracking print out of where [redacted] traveled to, the estimated charges of fixing the vehicle that he rented, and copies of all of the emails, and the certified letters sent to the address that we have on file, should it be requested While we are not members of the Revdex.com, it is nice that you are willing to contact us in regards to this complaint Thank you for your time

We did that bumper job well over a year ago and the customer had no complaints at that time.As to his boat, work was completed in weeks, and he was informed when the work was doneHe neglected to pick it up for nearly monthsHe was called and asked to pick up his boat repeatedly, and then he had it at his home for over a month before "discovering" that stuff was missing.We offered to replace the missing items, as he had been a good customer in the past, even though he can't prove that the items in question weren't in the boat when he picked it upBut when he got belligerent with us, threatening to sue us, that is when we stop working with customers

To whom it may concern,On May 18, 2017, the customer in question came in to explore the purchase of a new vehicle from our dealershipThe customer was interested in the payment and finance options we would be able to provide herDuring her visit, she signed a credit application in order to allow
us to run her creditI have reached out to the customer to discuss her concernsAs of now she has not returned my call, nor do I know why the customer has concerns about us running her credit when she not only asked us to do so but wilfully completed and signed a credit application, which allows us to run someone's creditAs of now an unclear as to what the concerns are, but I am happy to help moving forwardPlease keep me posted.Respectfully,Billy B

Complaint: ***
I am rejecting this response because:
Hello,I received a message from *** *** last Thursday night and wasn't able to respond until the Friday lunch hourBecause *** *** does not work on Fridays, I was only able to leave a message As of this date, I have yet to receive a response *** *** is correct in stating I did sign a document authorizing my credit be checked, but that was only after I was told my score would be checked if the sales reps were able to find a car in my price range Minutes later, I was told by another rep that my score was "great." They hadn't, however, found a car in my price range, and raced against the clock to find me a vehicle as I made more demonstrative motions to leave. Several issues occurred while at the Ourisman Kia dealership, from the process taking three hours, feeling extremely pressured to buy, having my credit score checked in opposition to the verbal agreement I made with the sales rep, feeling as though the sales reps were angry with me for not buying despite stating over and over that I was not there to purchase a vehicle at that time, to being asked personal questions about my relationship status It also appeared there was a gross lack of communication among staff, and a lack of understanding about what I tried to communicate several times; that I was merely there to test drive a car and find out how much a lease would cost When I went to three other dealerships the following day, that conversation took less than sixty seconds
Regards,
*** ***

ID: ***To whom it may concern,*** *** was not present when the customer phoned into the dealershipHe has been on vacation since Thursday evening and is due to return this Saturday (June 24,2017)He requests that the customer contact him via email in order to resolve this matter as Swiftly and efficiently as possible.*** ***Respectfully,Christopher B

First of all, the person filling out the complaint never stepped foot in our shop, or calledHer friend *** * *** dropped off the laptop in a leather bag.When I took it out of the bag to take a look at it, there was no chargerI called *** and let him know the charger was missingHe
said he would look for it and call us back.The batter was in the laptop, but died due to not being chargedThe battery was never taken out of the laptop.I told *** we could purchase a new power cord for it, and charge him for the costThe next time we heard from him he was irate and screaming and being belligerentHe was then told to collect his laptop as we would not be doing any further work on it.The person who did the work was never fired

We did that bumper job well over a year ago and the customer had no complaints at that time.As to his boat, work was completed in 2 weeks, and he was informed when the work was done. He neglected to pick it up for nearly 2 months. He was called and asked to pick up his boat repeatedly, and then he...

had it at his home for over a month before "discovering" that stuff was missing.We offered to replace the missing items, as he had been a good customer in the past, even though he can't prove that the items in question weren't in the boat when he picked it up. But when he got belligerent with us, threatening to sue us, that is when we stop working with customers.

Initial Business Response /* (1000, 5, 2017/10/02) */
This customer rented a vehicle from us, and when he made his reservation, he was notified that we do have a 300 mile radius from Reno limitation on ALL vehicles. He also signed a contract stating that he would not travel more than 300 miles...

away from Reno NV or he would be charged $.49 per mile for every mile traveled. [redacted] drove to New York and back, in one week leaving more than 5000 miles on our vehicle, plus damage to the transmission and engine, by running it low of oil.
We sent [redacted] numerous certified letters, all of which were returned, and sent him information to the email address we had on file. [redacted] is the one that is failing to communicate with us.
We did not wrongfully charge his card for any amount of money, that he did not originally agree to when he signed our rental agreement. We can send copies of his signed rental agreement, the GPS tracking print out of where [redacted] traveled to, the estimated charges of fixing the vehicle that he rented, and copies of all of the emails, and the certified letters sent to the address that we have on file, should it be requested.
While we are not members of the Revdex.com, it is nice that you are willing to contact us in regards to this complaint.
Thank you for your time.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.The first contact with Kowalski I spoke with a lady named [redacted]. [redacted] asked me if this was an emergency. I said no, the property has been in this condition for about a month. It was four days before Kowalski put up fencing. This is NOT emergency response. I Emailed [redacted] and [redacted] the approved number of $4,520.21 days before they showed up. I stated in that same email that this is the number. If you have any concerns please contact me. The email was returned looking forward to doing the work starting on Monday. Kowalski never gave me this estimate until many months later. They are due the $4,520.21. I paid them $6,929.52. That is an over payment of $2,409.31. Kowalski did not inform me I had to pay 10% for profit and 10% for overhead until many months later. I never agreed to this. Kowalski uploaded an estimate of $6,929.52, Have them prove when this was given to me. It was many months after the work was completed. Kowalski's estimate has no signature. It is dated as being entered on 9/2/2014. This was way after the fact and has no bearing on the issue. They can put up a document that says I owe them a million. In the absence of a contract is is null and void.The estimate I signed is for fencing and [redacted] said verbally that he was not worried about the shortage from the adjuster. That is why there is no number on the signed form. the signed form is not a contract.I find it obvious that we need mediation as I will not be bullied with Kowalski's threat of collection with additional attorneys fees. the ONLY way to get anywhere is to go point by point. Kowalski has refused to do this thus far. With all the emails back and forth I can back up all my statements. I can also show Kowalski wrong in their statements many times.Regards,
[redacted]

Rent A Wreck Reno rented me and 3 companions a Dodge Durango for a week long camping trip to the High Sierra. Dawn, our rental agent, provided 1st class customer service. The rental was ½ the price of airport SUV's, and the vehicle exceeded our expectations. The Durango was not a wreck. It had a few hail dimples, and a few scratches, but it was comfortable, reliable, and roomy for us and our gear (for a week of hiking). AND DAWN provided customer service that was exemplary by any definition. I can definitely recommend Rent A Wreck, Reno, without reservation.

Customer’s Statement of the Problem:On August 22, 2014 I contacted Kowalski construction to do some insurance workfrom the storms that occurred in July 2014. They agreed to work from theadjuster’s worksheet prior to starting the necessary work.False: The demo which was our main contract was done as...

emergencyservice and I never provided an estimate up front. My estimate reflected whatthe adjuster had with a few minor differences. I initially only charged for twodumpsters, the adjuster had 4. We installed 84 lf of temp fencing, the adjusterhad 24 l.f. We also installed a chain and lock box to secure the property whichthe adjuster did not have. I’m assuming these differences were part of the677.00 supplement that the adjuster approved on 5-4-15, however I was neverprovided a copy to confirm. If I revised my estimate today to use the exactline items as the adjuster, same price list, add in the differences for tempfencing, and take off the profit and overhead, our adjusted total would be:$6,838.44. Our original contract was for $6,929.52. This would result in acredit to owner for $91.08.  Regarding the repairs or contract [redacted]:  I told Mr. [redacted]that  if we weren’t doing the whole job I would have to provide anestimate because the line item pricing for the couple of selected items he wantedus to do would not be sufficient. I provided him a contract/estimate for theamount of $4,742.13 in which he signed. I never had any contact with theadjuster up to this point and he never indicated he wanted me to. My contractwas with Mr. [redacted] direct.  Once the job was complete they started the billing increasesegment. I have gone over all the numbers and I have paid them every penny theyare due. I am not a contractor so I might owe them a few dollars for tax. Otherthan that they are paid in FULLFalse: Our billing never went up from the contract he signed, infact it was decreased twice in an effort to help him. First time he questionedthe amount of plywood and labor hours we used. I revised our invoice by $405.00in his favor. After finally talking to the adjuster on 5-4 to find out she wasissuing another 677.00 supplement to help us out I decided along with [redacted], (Kowalski Controller), to make our contract match the adjuster’soriginal estimate plus the supplement. We sent the customer a revised contractamount of $3,690.75 ($1,051.38 savings from contract he signed) The newadjusted amount matches what he was paid and includes our overhead, profit,and  tax. Mr. [redacted] thinks he gets to keep the profit and overhead. It isnot legal for a policy holder to profit from an insurance claim. These itemsare added for the contractor doing the work.   . Kowalski construction is refusing to correct their mistake orshow me my mistake. I left a voicemail for the owner and told him I would bringin all paperwork as well as my check book. Let’s figure it out, If I owe, Iwill write a check on the spot. The owner never responded. I have tried overand over to work with the staff to no satisfaction. The billing person will notsee anything except that the bill is past due. Being I do not owe themanything, nothing is past due. Kowalski is now telling me that they will noteven look at my math and they will send the bill to collections with their feesadded if I do not pay by the end of May 2015. I have told them many times toshow me from the insurance adjuster’s worksheet where I owe them money. Theyhave not done thisFalse: [redacted],(Kowalski Controller),  [redacted],(Kowalski Production Assistant),  and myself have countless hoursinto trying to explain to him and work toward a reasonable resolution. I neveragreed to him that we would work off the adjuster’s sheet for the repairportion and that is why I provided an estimate and contract to him before westarted for the hand picked items he wanted us to do. I was very clear to himthat if we weren’t doing the whole job I would re-write an estimate using laborhours instead of line items since they would not be sufficient for the work hewas asking us to do. The work was done to his satisfaction in January and thebill is past due.   . I see where the problem is on the worksheet. I have told themon multiple occasions. Kowalski is refusing to do the math because it provesthat I am correct. All they say is that I owe them. If they hold to the agreedinsurance worksheet and I owe them I will pay immediately. I only ask them todo the same. Bill according to the price that was agreed prior to any workbeing started.We did bill according to the amount that was agreed upon and signedby him before work started. I have attached the original contract he agreedupon and signed prior to start of work.  We have since reduced  ourbilling twice in an effort to make him happy.  I also have informed them that their billing has items that werenot done, and according to their worker could not be done. They are chargingfor materials that they did not provide nor do the work for these materials.They are charging labor for work that they were unable to do. All their workwas completed in 2014.I have already revised my pricing for the materials in questionregarding plywood. He also questioned that we did not replace two rows ofshingles that Inca is certain they did which I did not credit. He questionedthe hours actual worked vs. estimate. I told him I would not credit back hours.I explained to him there is time into getting materials, drive time, etc. thatare accounted for. I explained to him I never had any agreement that we woulddo the work on a “time and material basis”.  My insurance company is trying to assist in getting this paid,they called and said they found $677.00 to help the billing. Kowalski addedthis amount to their bill in May 2015. They did NO work in 2015.I got the additional 677.00 from his adjuster after I explainedeverything to her. The supplement is not for work done in 2015, that’s justwhen it was approved.  I spoke to [redacted], (KowalskiController),  and we decided to revise our repair contract to matchexactly what he is being paid, which I did.  To make it real simple I senta revised two line item estimate showing: 1. Repairs 1.00 EA @ 2,240.71 = 2,240.71Total of line items 1-10 from original USAA Estimate before Overheadand Profit.2. Supplement Items 1.00 EA @ 677.64 = 677.64Amount ofsupplement items per [redacted] that she will be issuing payment.[redacted]_REV-2 5/5/2015 Page: 3SummaryLine Item Total 2,918.35Overhead 291.83Profit 291.83Phoenix Tax 188.74Replacement Cost Value $3,690.75Net Claim$3,690.75 If anything they need to pay me for putting up with theirincompetence and working their mistakes. I have gone over the numbers atlength; I am accountable on all of my statements. The emails I have fromKowalski that not only contradict themselves but have flat lies that thepaperwork proves Kowalski wrong. JimThe adjuster, ([redacted]),  confirmed she paid him for theentire loss  several months ago which would have been roughly 40kaccording to the adjuster’s estimate. We have made multiple attempts to reduceour billing to appease Mr. [redacted]. If he chooses not to pay the reduced billingwe have offered him, we will ivoice for the contract amount he signed plus anyapplicable late and collection fees.

I recently rented a 2002 [redacted] for a family trip from [redacted] to [redacted] from 12/26/2014 to 12/30/2014. The vehicle they rented me had front wheeI recently rented a 2002 [redacted] for a family trip from [redacted] to [redacted] from 12/26/2014 to 12/30/2014. The cost of the rental was $282. The vehicle they rented me had front wheel drive with poorly maintained tires. As soon as we arrived in [redacted], which is 50 miles from [redacted], my vehicle began sliding all over the road. There was a one inch of snow on the road. At one point, the vehicle became stuck on the road and I could not move the vehicle forward or backward despite down shifting the gears. I contacted the company and they told me that the vehicle should function fine in this weather. They refused to offer any help to resolve the vehicle being stranded. No road side service or towing company was suggested. I took a video as proof of the vehicle being stranded and submitted it to management. I finally had to leave the vehicle on the road and took a taxi to a tire shop and purchased $107 snow chains. The vehicle was now able to maneuver very slowly in this climate. There were signs everywhere that vehicles must have snow chains or snow tires to operate in [redacted], which the vehicle did not have, nor was I made aware of. When I returned the vehicle, the manager refused to re-imburse me the cost of the snow chains and did not offer any re-assurance that they would resolve this issue for future customers. I submitted video evidence of the vehicle's poor function in this environment. I would not recommend this company nor their vehicles as they would be a danger to you, your passengers, and other drivers on the road. Desired Settlement$107 for the cost of the snow chains that I was required to purchase to return the vehicle to them in a safe manner. Business Response We did indeed rent a vehicle to [redacted] in December of 2014. [redacted] made his reservation earlier in the month, and he requested a mini van. At any time, he could have requested a 4 wheel drive vehicle, as stated in policy that we do not provide snow chains as part of our services. He also could have refused the rental at the time of pick up, when we notified him in person, that we do not provide chains. He did not.No other car rental company offers chains as a service to their customers, so, we are not set aside, and the customer, ALWAYS has a choice.[redacted] chose to keep the rental. He states that the tires were poorly maintained, however, the tires on that rental were less than 6 months old, and while they are not snow tires, are all weather tread. none of the car rental company provides vehicles with snow tires.We did lend [redacted] two child safety seats at no cost to him for the duration of his rental, which we do normally charge a nominal fee, and as a courtesy, picked his family up from the airport, as well as dropped them off. Because we do not offer chains as a service, we do not reimburse customers when they purchase such items. While we do concede that [redacted] did spend a great deal on his chains when he has a choice of spending much lesser price either case we will not reimburse for chains.The roads were open with no controls, and no snow or ice on the passes, so at no time, did we put his family in harms way. Perhaps he did get into an area, where there was standing ice and snow, in which he did not know how to proceed in such conditions, causing him to be unable to control the vehicle, however, he did manage to continue to drive the vehicle in the winter conditions, as many other people have used the same mini van for the needs, in the same location, with no issues. In fact, we have multiples of the same make and model of that mini van, of which were in use during that time, same location, with no problems. While we cannot say that all of our customers are capable of handling a vehicle in different weather conditions than what they are used to driving in, we also, cannot say that, we let them drive in conditions that were unsafe.

Rent A Wreck Reno rented me and 3 companions a Dodge Durango for a week long camping trip to the High Sierra. Dawn, our rental agent, provided 1st class customer service. The rental was ½ the price of airport SUV's, and the vehicle exceeded our expectations. The Durango was not a wreck. It had a few hail dimples, and a few scratches, but it was comfortable, reliable, and roomy for us and our gear (for a week of hiking). AND DAWN provided customer service that was exemplary by any definition. I can definitely recommend Rent A Wreck, Reno, without reservation.","pos-1

Review: Based on some online research, it is my understanding that this is the Rent-a-Wreck franchise serving Newark International Airport. If that is not the case, I will happily remove the complaint. I rented a vehicle from the Newark Airport Rent-A-Wreck on July 20 for a 24-hour stint in the area. My wife and I, and our 10 month-old came in for a family reunion nearby.

The only positive part of this review will be for [redacted] the subcontractor that shuttles renters from the airport to the rental lot. The shuttle came within 10 minutes of calling. The driver was courteous and got us to the parking lot quickly. Once there, the [redacted] folks got me into the car post-haste. However, I was never given the opportunity to "walk the car," to document damage.

The car rented to me had almost 160,000 miles on the odometer. The check engine light was on the entire 24-hour period. The front passenger door had to be slammed in order to latch properly. The front passenger seat belt didn't retract (as seat belts are meant to do). The front passenger seat had a stain on whose origins we struggled not to speculate. I can say that I reached my destination without incident, and returned without additional charge. This is the only positive thing I can say about my experience (other than regarding [redacted]).

One week ago, I sent my feedback using the online form to Rent-A-Wreck and received no reply. I don't plan to use this service again.Desired Settlement: I am asking for at least a partial (50%) refund for the rental of a defective automobile.

Review: I rent the camper trailer from them. The trailer light plug came off when I was driving on the highway. I don't think I was responsible for the damage but I bought them a new plug anyway. I stated the issue clearly when I returned the trailer. The clerk said "OK, just wrote done the issue on the comment area." and ACCEPTED my new replacement part , not mentioned anything about repairing fee. However, one week later , they took $476.88 from my deposit. Called them and they said they need to replace the whole cable but not only the plug and the cable costed them almost $400. LOL, even a 12-year-old kid know how to replace the plug without removing the whole cable. Even it needs to be replaced, a 20' cable with plug sale @$40 online or at any local store. These guys own an auto shop. So, they know exactly how much it costs.They just steal your money from your deposit!PS: They also leased me a (THE ONLY ONE ) toweling vehicle @ nearly 100K miles with engine check light on! They lied about the engine light saying that is because some other customer put 87 gas into it, it will go off if I put 91 gas back....Come on! the Chevy pick-up truck is designed to run 87 gas.Desired Settlement: FULL deposit refund. I am not responsible for the damage because of the crapy quality of you equipment, and I ALREADY bought you a replacement part, and you SAID NOTHING but ACCEPTED my new replacement part when I returned the trailer!

Business

Response:

This customer did rent a camper and a tow vehicle from

us. Mr. [redacted] signed a contract and at

least 2 other forms stating he was responsible for all damages to either the

tow vehicle or the camper during his rental. We require that when there are

damages, that they be repaired to like new, using the same quality parts. Purchasing

the cheapest or most convenient part does not qualify. While we appreciate that he attempted to

rectify the problem by buying the part, it just was not up to our

standard. We should have said something

at the time of accepting his replacement part, but that is hard to say without

offending someone. `

He was shown, during the pre-rental walk around, how to hook

everything up. The trailer plug receptacle on all of our vehicles has a spring

secured lid, which when the plug is inserted into the receptacle, closes the

lid on the top of the plug, securing it into place. The plug cannot “just fall

out” while driving. We understand that

sometimes things get damaged accidentally.

It is common sense that if it is damaged while you are in possession of

it, then it is your responsibility.

When he returned, on a Saturday, he was informed that the

maintenance crew would have to look at it to determine repair or replacement

costs at a later date.

While he insults our crew by saying that a 12-year-old kid

could do this fix, we agree that anyone could go buy a regular household extension

cord for $40 at any store. This plug and

cable, however, are heavy duty,

waterproof, with a non-replaceable plug. In order to repair the damage, the

entire cable has to be replaced. Our customers should take comfort in knowing

that we will not do the “easiest”, “cheapest” or 12-year old fix on our

vehicles. The comfort and SAFETY of our

customers is very important to us.

As for the fuel requirement, it was explained to the

customer when he was signing the paperwork that it is against our rules to use

any fuel that contains ethanol. It is not a matter of what octane rating the fuel

has. He signed off on all our terms and conditions, and he took the vehicle

knowing our fuel policy. It is only after finding out that we held him responsible

for damages, that he had any complaints.

We repaired the damage caused and did charge the

customer. We charged the going rate for

the services done. We are willing,

however, to refund the labor portion of the money in a good faith effort to

resolve the problem.

This customer was happy with everything until the deposit

was charged for the damage. He made no

attempt to resolve the issue with us before contacting the Revdex.com and other social

media. We have not, until now, had any

chance to make this situation more pleasing for the customer.

Thank you for considering both sides of the issue. All of the contracts and documentation are

included with this letter.

Consumer

Response:

[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]

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.

I will contradict their lies one by one.

Firstly, He said “He made no attempt to resolve the issue

with us before contacting the Revdex.com and other social media.” I guess he forgot

that I called to inquiry this charge and he hung me up rudely. Actually, I contacted them more than once. I

asked them about the deposit problem during check out and he said it will go

back to my credit card in 3 business days (not mentions any deduction). 5 days

later I called back because I did not get the deposit back yet. He said “He had

issue deposit refund, give the bank a few days to appear on my account” (not

mention any deduction either). Then, A

few days later, I got de deposit refund to my credit card but got deducted $476.88.

I called them to inquiry the charge he said the part cost them over $300 so

plus labor, the charge is correct. I told him I know how much it should cost

and it’s seriously overcharged, I may need to dispute if he insist to charge

that much. He said “have a good day” than hung me up! It’s clear that “Happy

Campers” is the one not trying to solve the problem. I think he thought the

customer actually has no way to dispute until Revdex.com contact them. I don’t think

they even care about social media review because if you search their company

name on [redacted], we are definitely not the first bad review.

Secondly, let’s talk about the trailer cord. He claims that

he needs a “heavy duty” trailer cord that cost over $300 to repair their

camper. I will suggest Revdex.com officer to search online to

see if you can find a trailer cord that cost that much ;-) It’s a 30 amps lite camper trailer, and only the

essential electrical furnitures can be functional if powered by battery/trailer

cord. So, the requirement for the cord is less than 30 amps. According to US standard

wire amps chart, 14 gauge wire offer 32 amp rate and 10 gauge wire offer 55 amp

rates. Let’s to be very safe and use the

10 gauge “one-piece” part. This link

show how much it costs from reputable retailer:

$50.06! Let’s to be super safe and use the supreme part that

built for 50-amp fifth-wheel on this 30-amp lite camper. This link show how

much it cost from reputable retailer:

$79.95! It’s clearly that over $300 part charge is ridiculous!

I think he can put any price in the repair sheet because he owns the shop himself,

but the fact is the part clearly won’t cost over $80. We checked two local auto part store ( [redacted] and [redacted]) and bought him the BEST we can find locally even though I think we

are not responsible. He accepted the part, pretended to be nice , saying the

deposit will go back to the credit card in 3 business days and fooled us to

signed the contract, then charged us $476.88 10 days later. I think it’s not

only a rip-off, it’s a scam!

Last but not least, let’s talk about the gasoline and the

engine light. When I was told that the

engine light is cause by #87 gas and required us to put #91 in the Chevy pickup

truck , I knew he was lying because everyone knows Chevy truck is built for

#87. However, instead of arguing with them, I asked if there’s another towing

vehicle we can use. He told us this is the only one. We had to accept that because we already paid

the reservation and made no back-up plan for this trip. He told us the engine light will go off if

flushed by 3 tanks of #91 gas. We put 5 full tanks of #91 gas( still kept all

the receipts) into it but clearly the engine light was still on when we returned

the truck. The fact that they rent a

problem truck with high mileages (almost 100K ) to customers and lied about the

engine light shows they don’t give a damn to the SAFETY of the customer. This implies

that they won’t use quality part in the vehicle or camper trailer, which caused

the trailer cord plug falling apart on the highway, and caused the whole

problem. Therefore, I believe I am not responsible for any repair fee at all.

Hereby, I rejected the response from “Happy Campers”. However,

I am willing to solve the problem with reasonable refund.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

Business

Response:

We would like to take the opportunity to address the

customer’s complaint (ID [redacted]) and

will do our best to resolve this issue.

Many customers call about their deposits, asking when it

will be returned and sometimes things are out of our hands and we need to

depend on the bank/credit card processor/etc.

Having the deposit returned in a timely manner is important to our

customers and therefore to us. This is

not always as fast as a customer would like.

First we must first inspect for damage.

If there is no damage, then we can process the refund quickly. If there is damage, we have to repair the damage,

then do the paperwork and manually return

the deposit on the credit card machine.

We then wait for the banks to do the rest. The deposit was returned to this renter as

soon as it possibly could be which was within 10 days. The communication about the deposit and

repair could have been handled better over the phone on our part. It does not change that the customer is

ultimately responsible for any damage during their rental and that we take the

deposit for this very reason.

We are aware of the ways that customers can voice their

opinions about businesses as we are a business as well as consumers

ourselves. We use social media to

research other businesses and we use social media to promote our own

business. If we did not care about

social media, we would not spend time and money on a website and other social

outlets. We cannot, however, control

what people put on the internet and we cannot remove what is written about

us. There is other negative feedback,

some of which, is from individuals who have never done business with us.

In addressing the trailer cord, I would like to mention that

this trailer is brand new (2014 model year) this summer and the cord was

factory installed. We do not want

aftermarket parts on our new vehicles.

The customer damaged the part. We repaired the part so that it would be

as close to back to whole as we could get it.

The customer did not like the repair bill amount that was deducted from

his damage deposit. He researched online

for parts, but he did not call repair shops.

Had he done that, he would find that we charged “the going rate”. Having our own repair shop does not mean that

we can put whatever amount we want on the bill.

It does help us in not having to have the camper out of commission while

waiting on internet ordered parts and/or waiting for an appointment at another

repair shop as these would create loss of use charges as well as repair

charges. I have never been to a repair

shop or had a repairman of any kind let me decide how much I got to pay them,

HOWEVER, I am willing to compromise with the customer in order to have this matter

solved. He says that the part is no more

than $80. We have already offered to waive

the labor charge (although we did incur the expense of paying an employee to

repair the damage). I will also offer up

the part at his price, regardless of what we billed or paid for it.

To show that we care about this matter, both for the

customer and for our online reputation,

we are willing to refund all of the deposit (minus $80 for the

part). We ask that the customer show the

same good faith that he is not out to slander us. We ask that he remove the

negative reviews on all social media sites on the internet and agrees to not

write anymore.

We cannot not make anyone sign something they do not want to

sign. We are letting the public “borrow”

our equipment that ranges from hundreds of dollars to tens of thousands of

dollars in value. We need to protect our

investments by having customers sign contracts.

We do not hide any of our policies or fees. There is a lot of fine print, but it is all

well within industry standards, it is all available to be read, reviewed,

and/or declined. If he felt “tricked”

then we apologize as that was certainly not our intention.

I am not sure how the truck is relevant to this complaint,

but I will address his concerns anyway.

Our policy states that we use only premium fuel in our

vehicles and we ask that our customers do the same. The fuel

requirement is 91 octane fuel, because

in Montana that is the only one that does not have ethanol. We do not allow

ethanol blends to be used in any of our vehicles. This is a requirement all

customers have to agree to or we will not rent to them. He knew this before leaving with the vehicle.

We maintain our vehicles well because they are our how we make our living. The mileage on the vehicle is nearly 100K

miles. That is factual, but the high

number does not mean the vehicle is not of quality. It costs us more to rent junky vehicles than it

does quality because of repairs and maintenance. If the vehicle was not fit to rent, we would

not rent it. The truck in question is a

2010 model. We did buy a brand new 2014

truck to avoid the “perception” of low quality for future customers if that helps. We do listen.

There are many reasons for a check engine light to go on. The

ethanol fuel can cause the check engine light to kick on. Once it is on, it

takes fixing it (flushing fuel) and reprogramming it to make the light go

off. In some cases the fuel flush will take care of the cause

of the fuel light turning on, but it will not make the light actually turn off.

You need to hook it up to the scanner tool and reset the light. The customer may have sufficiently flushed the

fuel, but likely did not hook up to scanner tool to reset.

I am sending additional documentation that I did not send

before (as this was about a trailer part and not the quality of the towing

vehicle) to show where Mr. [redacted] marked and signed that he did not have any

problems with the vehicle during his rental.

The vehicle went nearly 1500 miles and burned 5 tanks of fuel with no

mechanical problems.

Please let me know if I can offer additional information or

if you need anything further from me,

Thank you

Consumer

Response:

I accept the solution they offer. I can change or simply delete the negative reviews online after the I receive the refund($476.88 - $80 =$396.88) because I consider the problem is finally solved. You have my word here.

[A default letter is provided here which indicates your acceptance of the business' response. If you wish, you may update it before sending it.]

Revdex.com,

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.

Regards,

Review: I rented a 20 foot travel trailer from rent a wreck in billings montana from June 20 to June 26. The trailer was rented in good condition, except the exterior was muddy, which was recorded on the walk around checklist. A deposit of 1000 dollars us funds was charged to my mastercard at the time of rental. When the trailer was returned, a walk around was done with an employee and myself. The trailer was found to be in good condition, which was recorded by the employee on the return checklist, and signed by him and myself. When the walk around was complete, we went into the office to return the keys, and sign the return paperwork. They were having an issue with the computer system, and were not able to process my deposit return. I also could not obtain copies of the return checklist, or a receipt. I was told I would be emailed a copy of my receipt when they resolved the issue. Being from canada, I had to return home with my family on a 7 hour drive, and had no choice but to leave without any paperwork. On July 2, 2013, I emailed the company to find out if my deposit would be refunded as I had not yet seen it posted to my mastercard. On July 3, the deposit was posted in the amount of 820 dollars us funds, which is 165 dollars less than I was owed ( there was a 15 dollar propane fill up deduction which I was aware of). On July 4 I called the company and spoke to Wes ( the owner), and asked why I had been shorted the money. He told me the unit had been damaged and 158 dollars had been charged for repair. At no time was the vehicle damaged under my care and was returned in the same shape. I told him I was with his employee when the walk around was completed and there was no damage. He said it was found afterwards. I am positive this unit was not damaged by me, and am disputing this claim. I called the owner a second time on July 4, and requested a copy of my receipt for the deposit return, and return checklist. I was told those were his files and I'd need a court order.Desired Settlement: I expect a refund of the balance I was shorted for damage, and copies of the documentation that I signed at the business stating the unit was returned in good condition. I believe I am being taken advantage of, and that the unit was damaged in his lot after I left. His lot is filled with beat up ars and uhaul equipment which at any time could have been damaged by another customer or one of his employees after the fact. I am suspicious as to why I was never contacted when the damage disc found.

Business

Response:

Mr. [redacted] rented a 20’ travel trailer from Happy

Campers on 06/20/2013 not from Rent a Wreck as stated by Mr. [redacted]. The travel

trailer is a 2012 model we only run new models in excellent condition

everything is tested after each rental again

before the next rental and again with the renter. The trailer was not muddy or indicated on the

Vehicle Condition Report Mr. [redacted] signed and dated June 20/13. Signature

statement.

By signing this form, I

have accepted this vehicle and acknowledged that all current damage has been

inspected by myself and documented above. Also, I, the undersigned cardholder

accept full responsibility for any and all damages to the above listed vehicle

that may occur during the course of my rental.”

No other notes or marks of existing damage. Mr. [redacted]

makes another false statement that the employed signed the return Vehicle

Condition Report. The employees do not sign the Vehicle Condition Report.

During the return we did not experience any computer problems. We did explain

in detail that his deposit is held for 48 hours so we can thoroughly inspect

the trailer inside and out and as of now we know of $15 in propane. Mr.

[redacted] signed and dated his Vehicle Return Condition Report. Signature

statement.

“By signing this form, the undersigned renter accepts full responsibility for any

and all damages identified by the renter or discovered by Happy Campers after

the contract has been closed. This includes, Interior, tire and glass damage.

The renter also agrees to be financially responsible to the agreed terms of

1-12 on the back of the rental agreement. If the undersigned does not disclose

damage and sign an incident report upon returning the Trailer to Happy Campers

he or she authorizes the billing of any and all of the above charges to his or

her credit card. This applies regardless of who is at fault and of any

insurance or C.D.W. they might have.”

Mr. [redacted] on the 26th of June returned his travel

trailer as agreed but instead of returning the travel trailer to where he

picked it up and where he was instructed to return he pulled to the very back

of the lot more than 100 yards from where he picked up and then backed travel

trailer tight against the fence. Even though more room was available at the office end of the lot

where he picked up the travel trailer. An obvious attempt, to hide the damage,

at the rear of the travel trailer.

Mr. [redacted] did request a receipt be emailed but has never

provided us with an email.

No refunded is warranted.

We would agree to have a independent customer service agent with over 30 years of experience to review

the situation. I would agree to follow

his recommendations if Mr. [redacted] would agree.

Review: We are currently handling a claim for a motor vehicle accident on 2/9/15. Shortly after the accident, the claimant obtained a 1-ton diesel pickup rental, with towing ability, at the rate of approximately $397/day. On 2/19/15, we completed our liability and committed to taking care of the claimant's damages, at which time our adjuster began working with the shop to determine how long it would take to repair the vehicle. On 2/24/15, we were contacted by Rent A Wreck to get billing information, at which time we were advised of the daily rate for the rental and that the claimant was being put into a different rental as her need for such a large vehicle was not necessary, but need a vehicle with towing capacity. She was put into a 1/2 ton diesel pickup at the rate of approximately $297/day. Discussed with Rent A Wreck that had concern regarding daily rates being charged, and was advised that is their published rate. Did not get indication that they were willing to work with Progressive on the rate.

Our concern is that the rate is substantially higher that what a typical rental would be.Desired Settlement: Our desired outcome is that the price of the rental per day be decreased to be closer in line with what other rentals cost.

Business

Response:

We rented a vehicle out to a customer who was involved in an accident. By law, victims of vehicle accidents are entitled to a like/similar vehicle during the time that their vehicle is either being repaired, or until they are reimbursed for a totaled vehicle by the at fault drivers insurance company.

Our customer was driving a one ton truck that she used to tow her gooseneck horse trailer. We are the only car rental company in our area that will rent out such trucks, trucks that customers can tow their gooseneck trailers with. We have these trucks in our fleet as a service to the farmer and rancher, and construction community of Montana as when their vehicle breaks down, or is damaged as it was in this case, there is no one else able to provide them with a replacement vehicle. This particular customer has a ranch in Terry Montana, and they have to have a truck capable of hauling cattle and livestock. Without this type of vehicle, the customer would not be able to do their day to day operations. This is something no other rental company in the area can provide.

At the time of the rental, the customer indicated that she needed a large truck that could haul her horse trailer as she had deliveries she had to make. Our truck that can haul goosenecks is a 1 ton diesel. When the insurance company says the rate is substantially higher than a typical rental, they have nothing to compare it to, because their typical rental is a passenger car.

The rate charged is the advertised rate for our one ton truck plus the standard additional fee for gooseneck towing which puts a substantial amount of wear and tear on the vehicle.

After 18 days, the customer called and asked if we had a smaller truck as she no longer needed such a large truck, but she still needed a truck that could tow. So we switched her into our half ton truck, which still allows her to tow a gooseneck trailer. The rate for our half ton truck with gooseneck towing is $100 less per day than our 1 ton.

The insurance company, after receiving our invoice told us that she could have gotten the same truck at another rental company for $80 per day. When we called the rental company they indicated, they said the only thing they had was a ½ ton pickup that could do bumper pulling only. This is in no way comparable to the customers wrecked vehicle that was 1 Ton Diesel with gooseneck towing.

In Bismark ND, the closest we could find, through Hertz Equipment Rental, you can rent a ¾ ton gas truck with gooseneck for $300 per day. We feel our one ton diesel at $375 per day is not unreasonable.

Consumer

Response:

[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]

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.

Upon reviewing the response from Rent A Wreck, we agree that the customer is owed a comparable vehicle while their's is in the shop for repairs. Our concern is the price that is being charged for the rental per day. The daily charge for the first 17 days was $397.99/day for a total of $7,067.28. She was then put into a different vehicle at the rate of $297.99/day for approximately 42 days, which could total in excess of $16,715.58. The total rental for this claim will most likely exceed $23,700.00, and the cost of the vehicle repairs, as written at this time, are $16,900.00.We referenced that the cost of a pickup through Enterprise would be $40.00 merely to demonstrate the costs of their rentals. Our main concern is that we are being charged almost 10 times the rate of a pickup for the first rental and between 7 to 8 times the rate for the second pickup.We understand putting the claimant into a vehicle comparable to their's, but would simply like to see, what we would consider, a more reasonable rate being charged

Regards,

Business

Response:

What the complainant can't seem to grasp is that the $40 a day truck through enterprise does not have the capability to tow a fifth wheel or gooseneck trailer.

They might as well put the victim in a Prius for all the good enterprises pickup would do her.

We have called around to a majority of the rental places in eastern Montana, Wyoming, North and South Dakota. The only place besides us that we were able to find that rents out large trucks with fifth wheel or gooseneck is in North Dakota, over 300 miles away, and their rates were within 30 dollars of our per day.

Review: On June 3, 2015 I reserved a minivan to rent from 6/27/15 @ 3PM until 7/1/15 @ 3PM. On 6/26/14 I called to confirm my rental and it was confirmed and after I told Rent a Wreck that I was going to North Carolina, the price was increased another $30/day. On 6/27/15 at 2PM I called to verify the pickup location, since my e-mail confirmation showed that I was renting from "Rent a Wreck of Cliffwood Beach", but it was actually from Parlin. At that time the Parlin Rent a Wreck informed me that they did not have a minivan, but they were going to upgrade me to a SUV and I would not be charged the extra $30/day for driving to North Carolina. I arrived on time and I was offered what they called an "upgrade". It was a Ford Explorer, with 261,000 miles, the bumper was held on with duct tape, the lights were not alligned within the bumpers and when the engine was turned on, the engine light was remaining on. I was afraid to drive such a reck and I went and told them the car was unacceptable. I felt that my life would have been in danager had I driven that car. I was told that there was nothing they could do and I left without a rental car and no way to get to North Carolina. They gave me the name (no address) of some car rental place I could try, but it was 3:30PM, pouring rain and I did not know where I was going. This facilty took my reservation 24 days ahead and once they heard I was going to North Carolina my reservation was not honored. This is poor business practice.Desired Settlement: The company should not post confirmations 24 days ahead if they are not going to honor it. Misleading the consumer should not be allowed. I would have contacted another car rental had I known that they don't honor rentals that need to drive outside of the state. They should not offer consumers cars that are unsafe.

Review: I took my Motor Home to Rent a Wreck In Billings, MT to have a bumper welded on. I was charged $800.00. What weld job cost $800.00? I later took in my boat to have it winterized. They had it for 2 months, telling me it would be cheaper if they could do it "on their own time", they still charged me over $400.00. When I got it back and took it home I found out everything in the boat was gone - the batteries, life jackets and extra props. I have left several messages, and the owner [redacted] refuses to call me back. I just called again and spoke with [redacted]. When I told him that I wanted everything back that was on my boat, he said "This is not the first time that our fence has been cut through and we have lost 1,000's of dollars; and there is nothing I can do." Called again and talked to the owner [redacted]. Explained everything to him and he said "call your lawyer." and hung up on me. These guys are a bunch of rip-offs. P.S. Unless you have money to throw away; don't go here - very shady people.Desired Settlement: Everything back or a replacement of the things that were on my boat.

Business

Response:

We did that bumper job well over a year ago and the customer had no complaints at that time.As to his boat, work was completed in 2 weeks, and he was informed when the work was done. He neglected to pick it up for nearly 2 months. He was called and asked to pick up his boat repeatedly, and then he had it at his home for over a month before "discovering" that stuff was missing.We offered to replace the missing items, as he had been a good customer in the past, even though he can't prove that the items in question weren't in the boat when he picked it up. But when he got belligerent with us, threatening to sue us, that is when we stop working with customers.