Silvercar, Inc.

We went ahead and fixed the discount to 50% from 15% and refunded customer an additional $plus the $prior totalling $ He will see the credit within 2-business days

Revdex.com:
I have reviewed the response made by the business in
reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***
General Manager was very empathetic and understanding of the extent of me being inconvenienced*** quickly resolved the issueI am very pleased with his customer service and how he handled this situation to resolve the problemI truly appreciate him reaching out and speaking with me to rectify the issue

To whom it may concern,
In response to the referenced complaint #*** we have chosen to not only refund what the customer has asked for, but his entire rental invoice as well We believe the customer should have received the refund originally and we have since refunded his credit
card for the full amount of the rental We strive to take care of our customers and will continue to improve to make sure customers feel they can get resolution by contacting us directly.Sincerely,
*** ***
*** *** ***
***

Revdex.com:
I have reviewed the response made by the business in reference to
complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** *** General Manager was very empathetic and understanding of the extent of me being inconvenienced*** quickly resolved the issueI am very pleased with his customer service and how he handled this situation to resolve the problemI truly appreciate him reaching out and speaking with me to rectify the issue

Hello,
This claim has been closedNo further collections will be pursued
*** ***

Hello, You may contact Alternative Claims management at *** for any informationHere is the email for the General Manager of Silvercar for South Florida if you have any questions ***They will be more than happy to speak with you regarding any concerns

Complaint: ***
I am rejecting this response because:Let's take this point-by-point."Your involvement with a fraudulent renter who you gave a credit card to use in their profile." - I gave the renter my credit card information to put into the app because she was extending her rental and did not have the available credit on her card. "This renter broke the Silvercar rental agreement and was involved in a hit and run accident." - I did not break a SilverCar rental agreement, nor was I involved in a hit & run accidentI was not aware of the hit & run accident until after the fact. "At the time of the accident, you were the individual to make a call on their behalf to our support teamWe have received multiple stories of these incidents from you and the individual who rented the vehicle which resulted in our decision." - The only time I called SilverCar was to let the company know that the renter I had given my credit card information to was NOT allowed to charge my card anymore, after having received the news they were involved in an accident, much less a hit and run accidentIf you are able to provide documentation that proves otherwise, please let the Revdex.com knowI am happy to provide the Revdex.com call recordings with my credit card company letting them know to watch out of a charge attempt from Silvercar after having been notified of the accidentPlease provide documentation of these multiple stories from me. "Silvercar location managers and customer service representatives have explained this to you multiple times." - Silvercar took months to respond back to my e-mail, and was extremely vague with their answerIt was not until I contacted the Revdex.com to assist was I given any details of the issue at hand
Regards,
*** ***

***,
Thank you for taking the time to let us know about the complaint you had with our business on your most recent rental with Silvercar My name is *** *** and I am the General Manager for Silvercar in Dallas and Austin I have reviewed
and researched your situationUpon review we handled your situation improperly Our standard operating procedures state that once a customer's car has been checked in and the customer returned to the airport we cannot try to hold the customer liable for any change of condition The employee should not have sent you a text or email saying you were responsible for the change of condition of the car Also in this case the employee did not submit the details of the situation to us in a timely manner which was why no one was aware of the situation when you called in
We have had a coaching session with both the teams in Austin and Dallas this week referencing your situation and how we should handle these situations going forward I have also closed the outstanding claim
Communication is the biggest reason why business fail or succeed and our failure to communicate properly with you had negative effects on your experience and made Silvercar look like a poor company From the bottom on my heart I apologize for your experience We will use this situation as a teaching tool to make sure no customer experiences the same thing I hope this is a suitable resolution for you and I hope you will use Silvercar again in the future I will be sending you a personal email as a follow up that will include a 50% discount on your next rental with us I hope you will give us another opportunity to show you Rental the way it should be Please let me know if there is anything else I can do for you!
*** ***
General Manager Dallas/Austin

Hello,
 
You may contact Alternative Claims management at [redacted] for any information. Here is the email for the General Manager of Silvercar for South Florida if you have any questions [redacted]. They will be more than happy to speak with you regarding any...

concerns.

I am replying on behalf of the New York GM - [redacted].   [redacted] went ahead and refunded Mr. [redacted] $60 which was the price difference between the Brooklyn and Manhattan locations.    As far as the Miami rental, we had already given the customer a 50% discount that he used during his...

New York rental. He also mentioned that he was not aware of the $50 fee, but it was noted in the reservation notes that our customer service team made him aware.    08/19/2016 2:09 AM CDT Tim Flesch Customer Early Drop off Customer will leave vehicle in hourly parking at MIA and text location of the vehicle. Customer made aware of $50.00 drop off fee and explained using Sunpass to enter garage. Thank you and please let me know if you have any further questions.

The facts were presented to you in the previous response and due to these facts, we will not be renting a Silvercar to you.

Complaint: [redacted]
I am rejecting this response because:What your employee noted in the reservation is irrelevant. We've already established that I was told lies (hence, finally receiving a $60 refund) and given misinformation. So it would be no surprise that your employee would note that on my reservation without actually ever telling me. It may be company protocol, but once again, I wasn't told about any fees.In regards to the 50% discount that you mention, that never happened either. I have included a copy of the receipt. If you can point out any mention of a 50% discount I would appreciate it. In fact if I was supposed to receive that discount I would currently be owed $158.60 considering the smaller 15% discount I received, which anyway was due to a promo code I used, and had nothing to do with the bad service I received.
Regards,
[redacted]

The General Manager at the Los Angeles location spoke with the [redacted] and the two parties came to a mutual decision to resolve this issue which can be seen in the attachment. Please close this file.

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.  I was able to finally get someone on the phone at silvercar whom I could have a discussion with, and we managed to come to a satisfactory conclusion. 
Regards,
[redacted]

Hello, This claim has been closed. No further collections will be pursued.  [redacted]

To whom it may concern,In response to the referenced complaint #[redacted] we have chosen to not only refund what the customer has asked for, but his entire rental invoice as well.  We believe the customer should have received the refund originally and we have since refunded his credit card for...

the full amount of the rental.  We strive to take care of our customers and will continue to improve to make sure customers feel they can get resolution by contacting us directly.Sincerely, [redacted]

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,
[redacted]

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,
[redacted]

Hi [redacted],The decision has been made by Silvercar not to rent to you due to your involvement with a fraudulent renter who you gave a credit card to use in their profile. This renter broke the Silvercar rental agreement and was involved in a hit and run accident. At the time of the accident, you were...

the individual to make a call on their behalf to our support team. We have received multiple stories of these incidents from you and the individual who rented the vehicle which resulted in our decision. Silvercar location managers and customer service representatives have explained this to you multiple times. Please consider using a different service for your rental car needs.

[redacted],Thank you for taking the time to let us know about the complaint you had with our business on your most recent rental with Silvercar.  My name is [redacted] and I am the General Manager for Silvercar in Dallas and Austin.  I have reviewed and researched your situation.Upon review...

we handled your situation improperly.  Our standard operating procedures state that once a customer's car has been checked in and the customer returned to the airport we cannot try to hold the customer liable for any change of condition.  The employee should not have sent you a text or email saying you were responsible for the change of condition of the car.  Also in this case the employee did not submit the details of the situation to us in a timely manner which was why no one was aware of the situation when you called in.  We have had a coaching session with both the teams in Austin and Dallas this week referencing your situation and how we should handle these situations going forward.  I have also closed the outstanding claim.  Communication is the biggest reason why business fail or succeed and our failure to communicate properly with you had negative effects on your experience and made Silvercar look like a poor company.  From the bottom on my heart I apologize for your experience.  We will use this situation as a teaching tool to make sure no customer experiences the same thing.   I hope this is a suitable resolution for you and I hope you will use Silvercar again in the future.  I will be sending you a personal email as a follow up that will include a 50% discount on your next rental with us.  I hope you will give us another opportunity to show you Rental the way it should be.  Please let me know if there is anything else I can do for you!   [redacted]General Manager Dallas/Austin