The Claims Center LLC

The Claims Center (TCC) received an email receipt from the renter showing proof of pre-existing damageWe reviewed the receipt and determined that the damage was indeed pre-existingTherefore, TCC closed this claim on May 16, On May 18, the renter’s spouse Mrs*** made contact with TCC to confirm that TCC received the proof of the pre-existing damageOur supervisor (Tamara ***) informed Mrs*** that TCC received their proof and TCC had closed the file and considers this matter concluded and closedPlease advise if I can be of any further assistanceSincerely, Janice *** Claims Manager The Claims Center *** *** *** Orlando, FL ###-###-#### Local: ###-###-#### Fax: ###-###-#### | E-mail: janice.***@theclaimscenter.com ***copied and pasted from email

The consumer (renter) rented a vehicle from Hertz Rent a Car (Hertz) and the vehicle was returned with damages noted. Upon return of the vehicle, the rental location confirmed some of the damage was preexisting. However, the consumer (renter) also acknowledged some of the damage occurred during...

the rental period and the renter reported it as vandalism. On May 23, 2017 the consumer called the Claims Center (TCC) offices regarding the demand for reimbursement of repair costs the damager received from Hertz. The renter indicated they disputed the charges. The TCC representative (Josy) placed the claim in hold status pending management review. On May 26, 2017 The Claims Center (TCC) received a response from the rental location confirming the renter should not be responsible for the cost to repair damage to the rear passenger fender. However, because of the additional damage the renter acknowledges did occur during the time the vehicle was under his care and control, TCC sent another system generated letter to the consumer on May 30, 2017. Notwithstanding, on June 6, 2017, TCC elected to close the file due to pre-existing damage, and extenuating circumstances. . On June 7, 2017 TCC contacted the consumer and advised TCC closed the file, at which time he requested a confirmation in writing. TCC mailed a letter confirming closure to the consumer on June 8, 2017. On July 10, 2017 the consumer called back and advised he had yet to receive the closure letter. TCC confirmed the mailing address and mailed another closure letter to the consumer. TCC works with all consumers/renters with a goal of assisting them in resolving their claim amicably. Our client prides itself on customer experience and repeat business. TCC’s strives to maintain an extremely positive customer experience at all times. We trust this response satisfies the consumers desired outcome. This complaint should not reflect negatively on TCC’s good standing with the Revdex.com.

05/13/2016To Whom It May Concern,The consumer (renter) rented a vehicle from Dollar Rent a Car and the vehicle was documented by Dollar Rent a Car as having been returned with damages.  Complaint ID [redacted])Upon receipt of the file on 04/26/16, The Claims Center (TCC) invoiced the...

renter ([redacted]) directly, for these damages.  TCC attempted to recover the damages from the renter on 05/04/16.  The renter informed TCC that the damages were pre-existing at which point the representative (Susan [redacted]) provided the renter with her email address (susan.[redacted]@theclaimscenter.com) to send in the proof of pre-existing.  The representative (Susan [redacted]) did advise the renter that if he is not able to provide proof of pre-existing damage, that he would be contractually obligated for this claim.  The renter stated that he will email the information and ended the call.TCC is pending receipt from the renter of proof of pre-existing damages for manager review and for possible closure.TCC works with all consumer/renters with a goal of assisting them in resolving their claim amicably.  Our client prides itself on customer experience and repeat business.  TCC's strives to maintain an extremely positive customer experience at all times.This complaint should not reflect negatively on TCC's good standing with the Revdex.com.If you have any questions, please contact me at the email or phone number below.Thank you for your attention in this matter.Sincerely,Janice [redacted]Claims ManagerThe Claims Center###-###-####Local: ###-###-####Fax: ###-###-####

I am rejecting this response because: The statements made by the business are not factual. I called multiple times that was not listed in TCC response.
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted]. I find it very problematic that TCC could not send me a letter when I requested. I was only able to get it after involving the Revdex.com. TCC doesn't respond to consumer's reasonable requests, but it appears they have fear of Revdex.com complaints and only act then. TCC needs to improve the way they handle requests from consumers. I was very patient in handling this issue, which most people may not have this time to deal with TCC.Also TCC needs to check their mail service. Their mail service failed multiple times to send me a letter and my requests to get it was stonewalled.Thank you for finally getting the letter that I requested back in June 2017. TCC needs to deal with customers in a professional manner so they don't have to file Revdex.com complaints or contact or regulators. Also TCC call logs are not accurate- I made a call to Josy on June 22 requesting another letter and sending an email.

Initial Business Response /* (1000, 5, 2015/10/06) */
The consumer (renter) rented a vehicle from Hertz Rent a Car (Hertz) and the vehicle sustained damage while in his possession. It's clear these damages resulted from a motor-vehicle accident, and another party was at fault for that accident....


Notwithstanding, despite the circumstances by which damages may occur, and regardless of fault, the terms of the rental agreement very clearly define a renter's responsibility to reimburse Hertz the cost to repair damage to a rented vehicle. At the time of rental, Hertz offered additional Loss Damage Waiver (LDW) coverage, but the renter declined to purchase that additional coverage.
Upon receipt of the file on 6/5/15, The Claims Center (TCC) invoiced the at fault third-party directly, for these damages. TCC attempted to recover the damages from the at-fault third-party for approximately three months. Unfortunately the third party's information on file was incomplete and TCC was unable to resolve the claim, and there was no insurance information provided.
On 8/26/15 Hertz granted approval to seek reimbursement from renter directly under the terms of the rental agreement. On 8/28/15, we made contact with the renter by telephone. The Claims Center representative advised the renter we were unsuccessful in recovering the damages from the at-fault party, and did not have the third-party's insurance information in order to file a claim. The renter maintained he was not responsible for this claim, but stated he would send us the third party's insurance information. Our representative advised the renter we would be happy to file a claim with the third-party's insurance carrier, but if the insurance carrier did not resolve the claim for any reason, he would be responsible for the claim based on terms of the rental contract. TCC did not advise the renter that the third-party's insurance information was irrelevant.
TCC works with all consumers/renters with a goal of assisting them in resolving their claim amicably. Whether it's through credit card insurance, their own personal auto insurance and/or the at-fault third party directly or a third-party insurance carrier. Our client prides itself on customer experience and repeat business. TCC's strives to maintain an extremely positive customer experience at all times.
TCC always attempts to recover third-party claims from the at-fault third party and/or their insurance carrier. We only redirect recovery efforts back to the renter(s) when all other avenues are exhausted.
TCC invoiced the third party carrier for this claim and they advised the claim would be denied. The carrier stated the policy coverage was not in force on the date of loss.
On 9/25/15, the TCC Manager spoke with the renter again and advised him of the third party carrier's coverage determination. However, the renter believed that was in error, as the third party carrier told him they were paying the claim. The TCC Manager advised the renter she would follow-up with the third party carrier again to confirm the status of the claim, and the carrier has now confirmed they intend to issue payment.
Upon receipt of payment from the third party carrier, TCC will consider this matter concluded and closed. TCC has not and will not report any negative data to any national credit reporting agency on behalf of our client concerning this case.
This complaint should not reflect negatively on TCC's good standing with the Revdex.com.