Silvercar

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 attachmentPlease close this file

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]

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 profileThis renter broke the Silvercar rental agreement and was involved in a hit and run accidentAt 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 decisionSilvercar location managers and customer service representatives have explained this to you multiple timesPlease consider using a different service for your rental car needs

The renter did originally book reservation for and 1/4th days(quote email attached) making this reservation eligible for the 'LoungeBuddy Free Day' code the renter found at [redacted] (Promotion eligibility and requirements attached) The eligibility requirements for this code do require a rental of or more daysThe renter then updated this reservation so it was only for hours (receipt email attached) making it not eligible for the free day promotion code so the code was removedReservations booked on the app are not authorized to credit cards until pick up so any length reservation less then 14days can be booked on the Silvercar app.We do not have promotion codes offering a free rental for rental spanning less then hoursThe charges accessed for the rental are valid charges as the conditions of the promotion were not met

Complaint: [redacted] I am rejecting this response because:What your employee noted in the reservation is irrelevantWe've already established that I was told lies (hence, finally receiving a $refund) and given misinformationSo it would be no surprise that your employee would note that on my reservation without actually ever telling meIt 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 eitherI have included a copy of the receiptIf you can point out any mention of a 50% discount I would appreciate itIn fact if I was supposed to receive that discount I would currently be owed $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] ***

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]

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

[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

Hello,We confirmed that customer (*** ***) was not sent to colletionsSilvercar uses a third party claims management service (***) to handle all claims/damages to our vehicles(Please see attchement)We have discounted what the customer owesPlease feel free to call ###-###-#### with further questions or to resolve this issue

Complaint: [redacted]
I am rejecting this response because:
Thank you for confirming that this was not yet reported as a collection. As stated previously, please provide the required documentation to [redacted] to support the additional charges. Once that is done, [redacted] should have you reimbursed and we can close this matter. Please see the attached letter, which lists the required documentation.
Sincerely,
[redacted]

We have met the desired settlement; paid for damage, closed ACM claim [redacted], and waive all responsibility of the renter. Thank you for you attention to this.

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.
Sincerely,
[redacted]

The renter did originally book reservation for 3 and 1/4th days(quote email attached) making this reservation eligible for the 'LoungeBuddy Free Day' code the renter found at [redacted]. (Promotion eligibility and requirements...

attached) The eligibility requirements for this code do require a rental of 2 or more days. The renter then updated this reservation so it was only for 26 hours (receipt email attached) making it not eligible for the 1 free day promotion code so the code was removed. Reservations booked on the app are not authorized to credit cards until pick up so any length reservation less then 14days can be booked on the Silvercar app.We do not have promotion codes offering a free rental for rental spanning less then 48 hours. The charges accessed for the rental are valid charges as the conditions of the promotion were not met.

Hello,Silvercar did file claim# [redacted] with [redacted]. [redacted] paid the damage portion but customer is responsible for the Admin and Loss of use fee. (see attachement). [redacted] sent bill to customer to the address we had on file but did not get a response. They will contact customer this week again to...

get additional fees paid and remove customer from collections. We will also contact the customer to explain the details to him. Customer may also reach the Miami office at ###-###-#### for any additional information.  Thank you.