Richmond Motor Sales & Rental Response to Complaint #[redacted] filed by [redacted] On 01/30/17, Ms. [redacted] was provided a rental vehicle #[redacted], at her repair facility [redacted] Collision. As a normal course of business, we service and recondition every...
vehicle before they are provided to a renter. The rental vehicle was delivered to Ms. [redacted] after being fully inspected for pre-existing damage. We take photos of every vehicle at the time the rental contract is signed with the renter present. We mark a Walk-Around Sheet with any minor pre-existing damage that the renter acknowledges and signs. There was no significant damage to our rental vehicle when Ms. [redacted] took possession of it. Ms. [redacted] did sign all paperwork and explained the rental process. A copy of the signed rental agreement is given to the renter to keep in the rental vehicle at all times. A copy of the same is attached for your review. On 03/24/17, Ms. [redacted] returned our rental to [redacted] Collision and our employee picked it up from there. When our rental agent picked up the vehicle at [redacted] Collision on 03/24/17, they identified damage on the return walk-around inspection. A copy of their statement is attached. Upon servicing the vehicle, immediately after the rental was in Ms. [redacted]’s possession, there was significant undercarriage damage that was not preexisting. We investigated pre-photos and confirmed the damage was not there on 01/30/17. Ms. [redacted] had our rental for a total of 54 days and drove over 2,000 miles during this time. The damage is consistent with the rental vehicle being driven over a road hazard, such as a pothole, speed bump, etc. The damage could have occurred without Ms. [redacted] actually recognizing the same. The damage may not have been identified by Ms. [redacted] or the manager of [redacted] Collision without properly inspecting the vehicle. Our employees are trained to properly inspect the rental vehicles fully, which includes looking under the vehicle, which is why they immediately found the damage that occurred while Ms. [redacted] was in possession of our rental vehicle. Ms. [redacted], the manager of [redacted] Collision, and Ms. [redacted]’s insurance carrier were all notified of the damage to our rental vehicle in a timely manner. Ms. [redacted]’s insurance carrier inspected the damage and concluded the extent of the same. Per the attached rental agreement, Ms. [redacted] agreed that she is liable for the rental while in her possession and all damages to the rental will be covered under the Liability Coverage of her Personal Insurance Policy. Copies of all paperwork were provided to Ms. [redacted]’s insurance carrier. If you would like to discuss this further or obtain additional information, please feel free to contact me at your convenience. Thank you in advance for your time and attention. [redacted], AIC, AINSManagerRichmond Motor Sales & Rental[redacted]Fed Tax ID #[redacted]
Richmond Motor Sales & Rental Response to Complaint #[redacted] filed by [redacted] On 01/30/17, Ms. [redacted] was provided a rental vehicle #[redacted], at her repair facility [redacted] Collision. As a normal course of business, we service and recondition every...
vehicle before they are provided to a renter. The rental vehicle was delivered to Ms. [redacted] after being fully inspected for pre-existing damage. We take photos of every vehicle at the time the rental contract is signed with the renter present. We mark a Walk-Around Sheet with any minor pre-existing damage that the renter acknowledges and signs. There was no significant damage to our rental vehicle when Ms. [redacted] took possession of it. Ms. [redacted] did sign all paperwork and explained the rental process. A copy of the signed rental agreement is given to the renter to keep in the rental vehicle at all times. A copy of the same is attached for your review. On 03/24/17, Ms. [redacted] returned our rental to [redacted] Collision and our employee picked it up from there. When our rental agent picked up the vehicle at [redacted] Collision on 03/24/17, they identified damage on the return walk-around inspection. A copy of their statement is attached. Upon servicing the vehicle, immediately after the rental was in Ms. [redacted]’s possession, there was significant undercarriage damage that was not preexisting. We investigated pre-photos and confirmed the damage was not there on 01/30/17. Ms. [redacted] had our rental for a total of 54 days and drove over 2,000 miles during this time. The damage is consistent with the rental vehicle being driven over a road hazard, such as a pothole, speed bump, etc. The damage could have occurred without Ms. [redacted] actually recognizing the same. The damage may not have been identified by Ms. [redacted] or the manager of [redacted] Collision without properly inspecting the vehicle. Our employees are trained to properly inspect the rental vehicles fully, which includes looking under the vehicle, which is why they immediately found the damage that occurred while Ms. [redacted] was in possession of our rental vehicle. Ms. [redacted], the manager of [redacted] Collision, and Ms. [redacted]’s insurance carrier were all notified of the damage to our rental vehicle in a timely manner. Ms. [redacted]’s insurance carrier inspected the damage and concluded the extent of the same. Per the attached rental agreement, Ms. [redacted] agreed that she is liable for the rental while in her possession and all damages to the rental will be covered under the Liability Coverage of her Personal Insurance Policy. Copies of all paperwork were provided to Ms. [redacted]’s insurance carrier. If you would like to discuss this further or obtain additional information, please feel free to contact me at your convenience. Thank you in advance for your time and attention. [redacted], AIC, AINSManagerRichmond Motor Sales & Rental[redacted]Fed Tax ID #[redacted]