Turo

I sincerely apologize for the unfortunate experience [redacted] has had. I completely understand his frustration, as this is a unique and ultimately disappointing situation. I know that [redacted] has been in contact with several customer support agents, and that this case has been escalated to the...

highest level of management. However, we stand by our decision to deny reimbursement for this tow charge.
I understand that this not the outcome [redacted] is looking for, and I am sincerely sorry that we are unable to resolve this situation to [redacted]’s satisfaction; however, we do feel that we’ve made a fair and pragmatic decision.
I want to explain transparently, and holistically, our reasons for denying coverage in this situation:
1. The vehicle was reported as towed two days after the trip ended.
Turo has a strict 24-hour reporting period in which we can honor reimbursements for issues during a trip. You can learn more about this policy here: [redacted]
2. When the vehicle was towed, it did not have license plates nor indicated current registration.
We cannot hold travelers responsible for tows without plates on the vehicle, since it is impossible to tie the traveler to the vehicle. You can learn more about our policies regarding this here: [redacted]
3. It is ultimately the responsibility of the owner to ensure their vehicle is properly returned.
If the vehicle is not properly returned, the issue should be reported within 24 hours in order to be eligible for coverage.
I understand that [redacted] was out of the country when the vehicle was returned, but the reason we encourage owners and travelers to personally hand off the vehicle at the start and end of a trip is to avoid these types of situations. It is ultimately the responsibility of the vehicle owner to check the vehicle after the trip ends, and to report issues in a timely fashion. If an owner is unable to do so, we suggest they block their calendar to avoid booking trips during a time they are unable to report issues, or that they appoint a custodian who can ensure the vehicle is properly returned and that issues are reported on time.
Although we’re not obligated to provide any reimbursement, as a gesture of good faith, we’ve added $250.00 to [redacted]’s account from Turo’s pocket. He should receive the money in his bank account within 3-5 business days.
Once again, I sincerely apologize for the unfortunate situation and subsequent expenses that [redacted] has experienced. I want to ensure him that our decision has been made thoughtfully and practically. It’s not an easy decision to deny coverage, but every decision we make is with the utmost integrity and fair-mindedness. I hope [redacted] can appreciate our token of good faith, and understands the reasons for our decision.
If [redacted] has any further questions, he can feel free to reach out to the Customer Support agent he has been working with.  
Best,
[redacted]
Customer Support @ TuroTell us why here...

Complaint: [redacted]I am rejecting this response because:
I appreciated [redacted] took time and respond to my concerns. However, her arguments are not persuasive and not 100% accurate.
[redacted]’s response to my questioning about safety at 3rd paragraph may looks convince but more like rhetoric. None of the things mentioned in her statement of “we would have offered him roadside assistance and worked to find him a new vehicle” have ever brought to me in the email or phone. This is the first time I heard that. And respond to her statement, I didn’t choose to drive the car, I didn’t have a choice. In addition, the Turo support I spoke with on Saturday Feb 4th also said that I am obligated to drive the car back to owner. I challenging Turo to pull the conversation from the record. Have knowing that Turo would provide “new vehicle”, I would never risk the safety of my girlfriend and I and continue to drive.
4th paragraph, I am glad Turo reached to host about the problem of her vehicle, and Turo did right thing to restrict her car until it’s been repair, so other drivers won’t have to experience the hassles. However, that have nothing to do with the problem I had on the road. The afterward action doesn’t cover the past negligence. The host failed provide a safe vehicle to [redacted]ter. I understand host wasn’t aware of vehicle issue, and I am not accusing host of course, I am simply point out Turo didn’t provide any safety support or let drive aware of that.
Last sentence of 5th paragraph, “Turo found in [redacted]’s favor, and he did not have to pay for the toll”, that’s not true. I had to pay the toll. The fee was removed from my account.
Sincerely,[redacted]

Complaint: 12775501I am rejecting this response because:
I disagree that just because you inform me after the fact that a fee has occurr**, albeit itemiz**, it doesn't reveal a fee that wasn't apparent in the first place. Also stating in your website that a processing fee can be up to $575 doesn't make this "fee" any more apparent.
 
Turo states: I don’t think we made it clear enough to ** that Turo does not handle appraisals in house.
-That's fine. That's why I have an insurance company. They handle appraisals. I should have been given the option of paying for an independent appraiser; not forc** into one and told about it after the fact.
 
Turo also states: …there are costs associat** with researching and coordinating a claim, in particular one with a subrogation that also involves a third-party vendor, and the processing fee is necessary to cover those costs.
-These are exactly the customer service costs I was referring to that Turo passes on to the customer. Stating that it may cost the customer up to $575 to "research and coordinate a claim" is poor business practice. The customer has essentially become responsible for paying their claims service agent for their service.
The bottom line is, if I would have known it was going to cost me $150 and 2 extra months to process the claim through Turo, as oppos** to just dealing with my insurance company and the owner directly, no one would has chosen the more difficult and costly route. [redacted] would have contract** with Safelite and replac** the window the same day and I would have just pay** my standard d**uctible and avoid** all this administrative trauma. This is what should have been made clear up front.
 
Sincerely,** Tan

Complaint: [redacted]I am rejecting this response because:
You sent me one email asking for the incident report number and nothing else. If you sent multiple emails, please show me the proof because I have never received them. Your [redacted] company has NEVER even taken the time out to call, EVER. Anytime I call, I am insulted by your know-it-all ignorant staff  (Todd) that just talks over everything I say in an antagonizing childlike manner. I gave him the police report number during our very first conversation which he claimed was recorded. Additionally, the number was sent along with a picture of it the day of the incident when I filled out the damage report. Your company's actions have been very elusive and just EVIL. I suggest you contact your legal department and have them do what they need to do in order to get the information that you've continuously ignored from me. When it comes to an exchange of money, we can go to court with our facts (once and "if" the stay is lifted off my bankruptcy because anything otherwise would be illegal). I have cancer and am trying to focus on my treatments and getting better. I also have a child with special needs that has to have spinal infusion surgery in less than a week. I don't have the energy for this stupidity, especially since your company only wants to put up a front for [redacted] instead of being civil and looking at the actual facts that I have tried to provide your company with and told "we don't need" repeatedly. Now you need them but only requested the accident report number which you already have and got a picture of?! You only need them on this platform and not in real life because your company has made it 100% evident that you are only out for TURO's best interest and don't want to be sued or made to look bad in the media which will be my next step if this harassment doesn't stop. Besides that, TURO has done NOTHING to meet my needs. You wouldn't even tell me where the car was! [redacted] doesn't even talk to me like a human being! I have already explained that [redacted] needs permission from the OWNER of the vehicle in order to perform their investigation due to a release needing to be signed. TURO is not the owner. I have contacted the owner on multiple occasions without response. There's nothing for TURO to do so why would they contact you? You're a [redacted] for people that want to rent out their cars. On the day of the accident, I alerted [redacted] that they MAY be in contact with TURO and that is because they stated that they MAY need to contact you in order to get the owners information which I was able to eventually give them. The owner has not responded to their attempts so what else do you want me to do, stalk her? If both myself and [redacted] are being refused access to having the vehicle inspected and up until you frivolous report, the location, what else can I do besides try to get a court order which takes money and too much time because I am sure you've already gone ahead and fixed it or at least started on the repairs. I'm not going to keep going back and forth with this company. I have too much going on. You're not sorry, sincere or sympathetic with your actions, only on this [redacted] platform. Your company NEVER even asked if my children and I were okay after the accident. TURO, it is all about saving face so continue but this EVILNESS needs to STOP. Do what is right! Sincerely,[redacted]

I’m sorry to hear [redacted] feels the late fee from the recent trip is unfair. I understand that [redacted] made an effort to communicate with the car owner, and that, as a first time guest, there was some confusion about how Turo works.
The pickup and drop-off times are set specifically by the guest...

when they request a car for their trip. Once a host has accepted a trip, they may discuss the details of pickup and drop-off, but the trip times are set unless a request is made on Turo to change them. It is very important that if trips need to be adjusted, the changes are made on the Turo app or website to guarantee that protection plans are in place for the correct period of time and that other members’ trips aren’t affected.
In this case, [redacted]’s reservation was made for 3:00 pm on July 14 to 3:00 pm on July 22. When [redacted] contacted the car owner about changing the drop-off time, the car owner asked [redacted] about formally extending the trip or contacting Customer Support, and [redacted] did not respond. I understand that cell phone service may have been limited during that time, but [redacted] did respond later and acknowledged that keeping the car longer would entail extra fees.
As a person-to-person marketplace, Turo works differently than traditional car rental companies. While we understand this may have caused some confusion for [redacted], the details of pickups, drop-offs and late returns are well documented on our website and in the policies [redacted] agreed to by accepting the Terms of Service.
In consideration for the effort [redacted] made to communicate with the car owner, we have refunded the $25 administrative fee, but feel that the remainder of the late fee is appropriate. We apologize again for the frustration this situation has caused.
Kind regards,
[redacted]
Customer Support @ Turo

[redacted] blames Turo for the fact that there were few cars available to him when he had to rebook his trip because the host of the car he originally booked was unresponsive. What he doesn’t share is that he made changes to his reservation that his host could not accommodate.
 
A few minutes after requesting the car from his host, [redacted] reached out to tell the host that he needed the car to be delivered, but that he had not included delivery in his initial request. Unfortunately, the host’s car was not available for delivery. Since [redacted] made the reservation without requesting delivery, he had three choices: honor the reservation as booked, cancel the reservation and receive a refund for his booking and protection cost but forfeit the trip fee, or see if his host would agree to a mutual cancellation so that he could be refunded in full.
 
[redacted] is angry that he didn’t hear back from his host. While we agree that it would’ve been a better experience for the host to have replied, ultimately the host was not responsible for accommodating [redacted]’s sudden change.
 
In the notes on this case, [redacted]’s customer support agent wrote that she three times tried to explain the situation to [redacted], but he kept interrupting and would not allow her to finish, and then he hung up. Ultimately, we did cancel this reservation for [redacted] had booked his first trip just 38 hours before he needed the vehicle. That’s absolutely fine, but it’s worth noting that inventory does decrease as the time between a trip request and the actual trip time decreases. After the cancellation, there was less time between booking and the start of [redacted]’s trip, plus he needed a vehicle that could be delivered, so there were fewer cars available to him.
 
We’re sorry that [redacted] had a poor experience, but we did immediately make the funds from his initial trip available for him to use to book another car, and when he was unable to do so, we refunded him.  
 
Best,
 
[redacted]Customer Support @ Turo

Complaint: [redacted]I am rejecting this response because:
[redacted],
You can't deny service to someone without giving a reason. If I disobeyed a Turo rule then what is it? You said I triggered a safety alert...How? Based on what? My rental history was stellar wasn't it? I had nothing but 5 start reviews from the very owners you claim to be protecting. So how can you say I'm not "qualified to rent anymore".
I need to speak with someone higher up the chain of command. All I've gotten is cryptic double speak from customer service drones.
Please put me in contact with a executive.Sincerely,[redacted]

Initial Business Response /* (1000, 7, 2015/08/07) */
We're sorry for not responding to this request earlier!
RelayRides switched from having hourly pricing to only allowing daily pricing on our system. So, the minimum cost for a vehicle will be its daily price (specifically, that covers 26...

hours), which owners still have full control over. This means if a renter rents a car for six hours and another renter rents that car for twenty-four hours, they'll be paying the same amount.
Extensions, therefore, are always priced at minimum at the daily rate of a vehicle. Any extension, no matter whether the extension is an hour or ten, will cost at minimum the vehicle's daily price in short, extensions are not pro-rated with the prior time of the trip. For this reason we strongly encourage our renters to ensure they carefully plan their trips when requesting their reservations, and double-check to make sure they give themselves enough time to return from their trips and park or return the car.
A vehicle when late costs $50 per hourly block (that's a non-incremental fee, meaning it's $50 for anywhere between 1 minute to 60 minutes, $100 for 61 minutes to an hour and 59 minutes, etc), so it's best for the renter to get in touch with the owner to let them know the renter will be late if they are unable to extend. Our summary of all fees and fines for the service is found here: http://support.relayrides.com/entries/XXXXXXXX-Fees-Fines
It sounds like [redacted] read about our Fees and Fines page, but didn't read the full Late Return Policy, which is found here: https://support.relayrides.com/hc/en-us/articles/XXXXXXXXX-Late-Return-Policy
If a renter extends, she's charged for the cost of the extension; however, if she's late, she is charged for the late fees in accordance with the length of time of her lateness ($50 per hour; so, $50 for 30 minutes late, $100 if an hour and ten minutes late, etc). Since [redacted] extended thereby keeping her insurance active she was charged for the extra time accordingly (which cost about the same as it would have had she simply been late, when taking into consideration our admin fee). She was informed of the amount of the extra cost when she started the extension request, and authorized us to charge her for that extension when she submitted the extension request.
[redacted] wrote to us about this saying she thought it was unfair that she was not informed about our policies before she extended the trip. We try to make everything plain and encourage our users to read about our policies before they Book a trip, but we also recognize that not everyone is able to do this before using our marketplace. Regretfully, we are not able to offer a refund since the owner needed to be compensated for the extra time [redacted] had the vehicle. If [redacted] wishes to reach out to the owner to request a refund of the extension, however, we can refund it if the owner then writes in to us to process the refund.
Regards,
[redacted]
Customer Support Manager @ RelayRides
Initial Consumer Rebuttal /* (2000, 9, 2015/08/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The owner has agreed to help. I am satisfied with the response.

I’m sorry [redacted] is unhappy with this situation. It’s very straightforward, so I’m happy to review it here.
For the safety of its guests, Turo has a number of requirements that a host’s vehicle must meet before they can list that vehicle on Turo. One of those requirements is that the vehicle have...

fewer than 130,000 miles on it at the time of listing. As hosts complete the listing process on Turo, they are asked to enter the reading on their odometer. If they enter a number higher than 130,000, they immediately receive a message telling them that their car is ineligible to list on Turo. We trust our users to be honest, and we make clear in our Terms of Service that providing false information is a violation of those Terms.
In this case, [redacted] was not honest about the mileage on his vehicle when he listed it on Turo. We discovered this in doing research for his damage claim. [redacted] listed his car on February 21, 2018. We have a photo of his odometer on file from February 24, 2018 that shows a mileage reading of 131,380. Since his first reservation was only for two days and would have accounted for 400 miles, this indicated that [redacted]’s car had 130,980 miles on it when he listed it. [redacted] had not been honest when he listed his car. Consequently, the car doesn’t qualify for listing on Turo, and therefore does not qualify for coverage under our damage policy.
It’s disappointing that [redacted] takes no responsibility for listing a car on Turo that was not eligible for our platform. Considering that he already had another car listed with us, he would have been especially aware of the listing requirements. He suggests that Turo knew his car was ineligible and allowed him to list it anyway. This is not so. As mentioned earlier, had he entered an accurate odometer reading for this vehicle, we would not have permitted it on the Turo platform.  
Best,[redacted]Customer Support @ Turo

I’m sorry to hear about the situation with [redacted]’s account. I understand the deactivation process can be frustrating. Our goal is to ensure the safety and security of all our members, while creating a strong and reliable marketplace.
When we review an account, we’re checking to ensure that the account holder meets our basic eligibility requirements and is upholding the Terms of Service. We hope to make the process more transparent in the future; however, at the present moment, it is not our policy to reveal the details of the review process or its findings.
I can assure [redacted] that the process is thorough, and deactivating an account is not a decision made lightly. We never want to remove a member from the marketplace, but we feel it necessary to take extra precautions to guarantee a positive experience for everyone. I apologize again for the inconvenience this has caused. We do wish [redacted] the best in the future.
Best,
[redacted]
Tell us why here...

I’m sorry [redacted] is disappointed that we were unable to approve him to join the Turo platform. We do not share the specific reason(s) why we decline a potential user as it could jeopardize the effectiveness of our screening process and make it vulnerable to workarounds and hacks. We did, however,...

offer [redacted] two things. One was a link to our list of eligibility requirements so that he could review those and consider where there may have been a disconnect in his case. The other was the opportunity, if he thought we made an error, to submit additional documents so that we could reconsider his request. Submitting these documents does not guarantee that we would arrive at a different decision, but we do give people the opportunity to have their request reconsidered if they feel that it is appropriate. [redacted] is welcome to submit the necessary documents if he wants to, and we will review his case.
I want to add, in response to [redacted]’s claim that we may have denied his request due to his political beliefs, that Turo does not request or collect any information about an individual’s political affiliations or beliefs, so this was in no way a factor in our decision in [redacted]’s case.
Best,
[redacted]Customer Support @ Turo

I’m sorry to hear [redacted] feels he has been unfairly charged for the damage to the car he rented. [redacted] demonstrated that he is a responsible member of the Turo community by handling the situation with the flat tire and reporting it. I understand this situation must be very frustrating, considering...

the effort [redacted] made to do the right thing.
I know receiving additional damage claims after resolving the issue with the tire replacement must have come as a shock. The initial claim on April 6th for the tire replacement was $386.38, which included the cost of the damage, a $150 cleaning fee, and a $50 processing fee. We initially charged [redacted] a $500 deposit, and refunded $113.62 of the deposit when the claim was resolved.
The second claim was issued on May 11th when the additional cleaning failed to remove the stain left on the seat after the tire was placed there. We notified [redacted] of this new charge in the amount of $300, which included a $150 processing fee. Unfortunately, the cleaning attempt was unsuccessful, and the rear seat had to be completely replaced. After that determination, we notified [redacted] on May 24th that this would cost an additional $2,930.20.
The insurance [redacted] purchased at the time of booking limited the out-of-pocket expenses on the trip to $3,000. As his payments prior to the seat replacement totalled $686.38, the additional, final charge was in the amount of $2,313.62. The total amount [redacted] was charged was $3,000, which is the maximum allowed under his protection plan.
I understand being charged this many times and in this amount is frustrating and confusing. The damage was recorded immediately by the valet at the return location at LAX airport, and a claim was filed by the owner within our required 24 hour window. While the two claims related to the back seat damage were filed later, we approved them, as they were clearly the result of the tire being placed directly onto the seat during [redacted]’s trip, which was documented at the time of the return.
I completely sympathize with [redacted] as this is a significant amount and he worked hard to make sure the car was properly taken care of; however, as the damage was caused by the tire being placed on the seats without a barrier between them, we stand by the decision to charge [redacted] for the claims. In consideration for the situation and [redacted]’s good intentions, Turo has refunded all the processing fees in the amount of $200.
We also strongly encourage car owners and travelers to work through problems together. As the time the tire was left in the backseat after being picked up by the owner may have been a factor, [redacted] should consider reaching out to the car owner to ask that they split these fees. If the car owner lets us know that they’ve agreed to absorb some or all of the damage and service related fees, we are happy to provide additional refunds.
I apologize again for the frustration this situation has caused.
Best,
[redacted]
Customer Support @ Turo

We’re sorry that [redacted] was unsatisfied with our response. If he wants to reach out to [redacted] with any more questions or concerns we would be more than happy to further discuss the situation with him.
Best, 
[redacted] 
Customer Support @ Turo

MESSAGE FROM BUSINESS:
I am so sorry to hear about the ordeal [redacted] has been through with his car being stolen and the subsequent damage. I apologize for the inconvenience this has caused, and the time it took to resolve. We know this is a very difficult situation for [redacted], as his car is an...

important source of income.
 
We worked with both [redacted] and the traveler after the car went missing to gather information about the situation and encourage cooperation. We also communicated directly with the police during their investigation. Once the car was recovered, the police notified us that there was no connection between the traveler and the car thief in this incident.
 
We were sorry to hear about the damage that had been done to the car, and immediately began working with [redacted] on the claim. Unfortunately, the claim was denied in this instance because the necessary protocol had not been followed to qualify for the insurance as outlined in our Terms of Service. The car was left unlocked and unattended during hand offs between [redacted] and the traveler. Additionally, [redacted] neglected to check the traveler’s driver’s license before providing the car. I know these steps may seem like small things to [redacted], but they are vital to ensuring the safety of the vehicle, and also the validity of the insurance. Checking a traveler’s driver’s license is absolutely crucial to receiving protection from Turo.
 
As these steps were not taken, we regret that the insurance [redacted] would have received by participating on the Turo platform could not be extended to the damage claims in this instance. I know this outcome is extremely disappointing to [redacted]. I can assure him that his claim was taken very seriously and investigated thoroughly.
 
I also understand how frustrating it was working with an uncooperative traveler. We rely on owners and travelers to work together when an incident like this occurs, and it is truly disappointing that the traveler did not do their part to help out in this situation. As a result, the traveler is no longer eligible to book future trips through Turo.
 
I apologize again for the frustration this has caused. If [redacted] has more questions about how to confirm his protection for future trips, he can reach out to Turo’s Customer Support for guidance.
 
Best,
 
[redacted]
Customer Support @ Turo

I’m sorry to hear that [redacted] feels he has been unfairly charged for smoking in his car rental. We take all reports of policy violations very seriously, and do our best to investigate each claim fairly and impartially.
 
The car owner reached out to us after inspecting the car [redacted]...

returned with photographic evidence supporting a smoking violation. We notified [redacted] of the complaint and informed him about the steps he could take to dispute the charge, including reaching out to the car owner directly and responding to Customer Support to dispute the claim with supporting proof. As neither of these steps were taken, we stand by the decision to charge [redacted] the cleaning fee for the smoking violation, but out of consideration for this situation, we have waived the $25 administrative fee.
 
I understand that [redacted] has concerns that an incident may have occurred after he returned the vehicle. On further investigation, it appears that this car was not returned to the correct spot in accordance with the provided instructions, which may have resulted in further issues with the vehicle.
 
I apologize again for the inconvenience this has caused. If [redacted] has any further questions, or can provide evidence to dispute the claims, he can reach out to the agents he was previously in contact with.
 
Best,
 
[redacted]
Customer Support @ Turo

I’m sorry [redacted] is upset about his experience with Turo’s Customer Support team. I imagine he may have felt extra stress because of a tight turnaround time with his trip adjustment, but we feel that things were actually handled very smoothly.
On the evening of March 1, [redacted] booked a trip that...

was scheduled to start the morning of March 3. The next morning (March 2), [redacted] contacted Turo because he was concerned that the car’s owner had not responded to his messages. Since only 18 hours had passed from the time [redacted] had made the booking until the time he contacted Turo, we did counsel him to give his host a little more time to be in touch. In the notes the agent wrote documenting her phone call with [redacted], she said that she had let [redacted] know that if he did need to cancel because his host was unresponsive, he could apply the funds from the cancelled trip to a new booking.
When [redacted] called back later that afternoon, the agent he spoke to did cancel his trip and let him know that he could use the funds from the cancelled trip to rebook a new vehicle. We understand how disruptive host cancellations can be for guests, and having an unresponsive host is not an experience we want anyone to have. And although it did not help him in the moment, we do have a strict host cancellation policy in place, and there are consequences for hosts who do not follow it, including [redacted]’s host.
[redacted] said it was not possible after the cancellation for him to rebook a car that suited his budget and travel days. I can understand that that may have been the case because he was looking for a car for that weekend and needed a host who offered delivery. We can never guarantee vehicle availability, especially with little advance notice. For this I am very sorry as I know it was inconvenient for [redacted].
Finally, [redacted] says that he is upset that he was not able to speak to a manager. In reviewing the notes of the agents who took [redacted]’s calls demanding to speak to a supervisor, they said that he was abusive to them and used profanity. I can understand [redacted] being upset, but we do expect customers to treat our agents with respect. Also, [redacted] was calling because he was not able to find a vehicle. There is nothing a manager could have done to change that situation. Turo agents are informed and empowered so that they can handle situations for our customers without a supervisor’s intervention, which is what happened in [redacted]’s case.
Again, I apologize that [redacted]’s host was unresponsive, and that he was ultimately unable to find a vehicle for his next-day trip. As much as we would like it to be otherwise, some things are simply out of our control.
Kind regards,[redacted]
Customer Support @ Turo

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is grudgingly accepted. The company is still ignoring industry practice of 29 minutes grace period and still has not required car rental owners to provide all documents upon delivery.  The unwillingness to comply on those two items seem predatory to be buried in the fine prints.
 
Sincerely, [redacted]

Complaint: [redacted]I am rejecting this response because: they are lying. I sent them evidence that the windshield wipers were defective. I told this to the host AND to them. Just take responsibility for your actions. I was wrongfully charged and they aren't justifying this. Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because: I want to be paid a reimbursement for my rim.
I also want you to update your terms and conditions and also USER INTERFACE to let your car owners know to report everything no matter how minute they may think it may be such as a tire that may only need air. This needs to be explicit. 
Sincerely,[redacted]

Revdex.com:
 
I have reviewed the response made by the business in reference to complaint ID [redacted].
 
I wish there was an option that was neither accept nor reject. I will reluctantly choose accept because I don't plan to pursue this any further since they have now dropped the claim. However, this story is so alarming that I think this warrants further action on the part of Revdex.com. This should be made as public as possible. Like many people, I have had many negative experiences with various companies that ranged from annoying to irritating. This is truly the first time in my life that an experience was so negative and so indicative of systemic problems within a company that I feel a moral obligation to warn others.
 
The associate handling my case ([redacted]) erroneously accused me of damaging a car. This was revealed to be false upon further review. Mistakes are understandable, but disallowing any mechanism for oversight, explanation, or second review is not. This company set me up with a false evaluation with a cold and incompetent reviewer and does not allow speech to a person. No exaggeration. I repeat, there is no mechanism in place to speak to a human at this organization in damage claims. They have you sign up for a time a week later but send it to collections or make you go to court before you can reach the appointment. Or just cancel it unilaterally. This is absurd and this critical piece of information (lack of access to anyone in the company except through terse and uninformative emails) was not even remotely clear to me at the time I made the agreement through them. This is deceptive and they realize that. No one would use their service if they knew about this. 
 
I am a reasonable person and needed to spend hours looking up the logistics of small claims court because of threats to send an erroneous bill to collections, and no alternative review was available without consulting the Revdex.com. This needs to be made more public. Although I appreciate the fact that they eventually dropped the claim, this doesn’t get the dozens of hours of my life back.
 
Sincerely,
 
[redacted]