Wayne B. Clark and Associates

Initial Business Response / [redacted] (1000, 7, 2015/07/23) */ In respond to [redacted] case, we had experienced some technical issues with our system and [redacted] 's payment was not recorded properly, we have tried to get in hold of her numerous of times to verify if payment was made on her end but unfortunately no answer, and never called back, of which resulted to flag her account and was transferred to our vehicle recovery departmentOnce vehicle came to our possession, the vehicle was terribly smells like marijuana, we had no choice but to charge the customer cleaning feeOur cleaning fee is in such cases is $250,00, which is the maximum charge we are allowed to charge for cleaningWhen customer called, she mentioned that payment was made from her endAfter going over records, her payment checks outHowever we have the issue of misuse of our vehicle and smoking in our vehicle is strictly prohibited and she's aware of the charges that may occur, if she breach the rental agreementShe kept insisting that our staff are liars and she did not smoke in our vehicleShe said that if we did not recover the car we wouldn't know if she smoked inside our vehicle, we had a complete interior detail and yet we are, unable to rent the vehicle due to marijuana smell, and she also declines the fact she smoked inside our vehicleThe manager explained to our customer that we reserve the right to recover our vehicle at any time without notice to the renter which is explained in details in our terms and conditions of the rental agreementThe manager also explained to her that if we mistakenly recovered a vehicle from her or any of our customers due to internal error, we would have given her a free one day rental pluS dropping of a vehicle to a location of her choice, However in her case we caret tolerate her attitude and her misuse of our vehicles [redacted] came back to take her personal belongings what was left in side our vehicle after recovery, and declined to give us the keys,her deposit was debited by the cleaning fee without the cost of replacing keys which left our customer owing $We demand our keys back, and her case is closed from our end if she fails to bring our keys back we send her account to Collections after a day periodAl is the repo man and had no business in handling her case, she is now on our DO NOT RENT list_ Any further explanation or concerns contact me to our office

Initial Business Response / [redacted] (1000, 9, 2016/10/12) */ COMPLAINT ACTIVITY REPORT CASE #XXXXXXXX To Whom This May Concerns; I spoke with the customer Mr [redacted] , as he stated about the vehicle Being hesitated on the roadHowever, I did advise the customer to take the vehicle to a fire stone where I have an account with them to do a diagnostic check on the vehicleI offered to bring the customers another vehicle and the customer declined the offer, I also advised the customer that I will reimbursed for the oil change and the [redacted] for having someone to look at the vehicle upon them returning and having the receipts for proof of what the customer paid for the vehicle being servicedWe retrieved our vehicle and we had to pay [redacted] And we also had a diagnostic check done on our vehicle and there was nothing wrong with the vehicle that the customer rented at allalso will include the service order that the dealer done on the transmission that states the vehicle was fine there were no codes of concern far as the transmission reports or any other major performance concerns that would have had the vehicle not driving right for the customer to continue to have made it home in the vehicleI did end the customers rental on Saturday morning Sept10, However, I will not be responsible for reimbursement of another rental car, or a hotel stayI do apologize for the misunderstanding but there was nothing wrong with our rental vehicle! I will refund only for the oil change and the diagnostic check to our rental vehicle Thank you, [redacted] ***

This letter is to certify that Mr*** *** rented our rental vehicle on 2/13/@ 15:PM. The customer returned our rental car on 2/26/@ 11:AM. Mr*** was charged $plus a $security deposit for his first week of rentalMr*** extended the rental vehicle for another
week in which he then got charged an additional week in the amount of $221.51. Mr*** returned the vehicle day earlier than he was expected. The customer was provided a refund in the amount of $398.94. This amount included the customer security deposit and also the prorated money for returning the vehicle earlier. This brings the customers grand total charge for his rental to $in which was explained to Mr*** several time for renting the rental vehicle fr a total of days. We apologize for any inconvenience this may have caused but we are dedicated to trying to resolve a complaint.Sincerely,*** ***

Initial Business Response /* (1000, 9, 2016/10/12) */
COMPLAINT ACTIVITY REPORT CASE #XXXXXXXX To Whom This May Concerns;
I spoke with the customer Mr. [redacted], as he stated about the vehicle Being hesitated on the road. However, I did advise the customer to take the vehicle to a fire...

stone where I have an account with them to do a diagnostic check on the vehicle. I offered to bring the customers another vehicle and the customer declined the offer, I also advised the customer that I will reimbursed for the oil change and the [redacted] for having someone to look at the vehicle upon them
returning and having the receipts for proof of what the customer paid for the vehicle being serviced. We retrieved our vehicle and we had to pay [redacted] And we also had a diagnostic check done on our vehicle and there was nothing wrong with the vehicle that the customer rented at all. also will include the service order that the dealer done on the transmission that states the vehicle was fine there were no codes of concern far as the transmission reports or any other major performance concerns that would have had the vehicle not driving right for the customer to continue to have made it home in the vehicle. I did end the customers rental on Saturday morning Sept. 10, 2016. However, I will not be responsible for reimbursement of another rental car, or a hotel stay. I do apologize for the misunderstanding but there was nothing wrong with our rental vehicle! I will refund only for the oil change and the diagnostic check to our rental vehicle.
Thank you, [redacted]

Initial Business Response /* (1000, 7, 2015/07/23) */
In respond to [redacted] case, we had experienced some technical issues with our system and [redacted]'s payment was not recorded properly, we have tried to get in hold of her numerous of times to verify if payment was made on her end but...

unfortunately no answer, and never called back, of which resulted to flag her account and was transferred to our vehicle recovery department. Once vehicle came to our possession, the vehicle was terribly smells like marijuana, we had no choice but to charge the customer cleaning fee. Our cleaning fee is in such cases is $250,00, which is the maximum charge we are allowed to charge for cleaning. When customer called, she mentioned that payment was made from her end. After going over records, her payment checks out. However we have the issue of misuse of our vehicle and smoking in our vehicle is strictly prohibited and she's aware of the charges that may occur, if she breach the rental agreement. She kept insisting that our staff are liars and she did not smoke in our vehicle. She said that if we did . not recover the car we wouldn't know if she smoked inside our vehicle, we had a complete interior detail and yet we are, unable to rent the vehicle due to marijuana smell, and she also declines the fact she smoked inside our vehicle. The manager explained to our customer that we reserve the right to recover our vehicle at any time without notice to the renter which is explained in details in our terms and conditions of the rental agreement. The manager also explained to her that if we mistakenly recovered a vehicle from her or any of our customers due to internal error, we would have given her a free one day rental pluS dropping of a vehicle to a location of her choice, However in her case we caret tolerate her attitude and her misuse of our vehicles. [redacted] came back to take her personal belongings what was left in side our vehicle after recovery, and declined to give us the keys,. her deposit was debited by the cleaning fee without the cost of replacing keys which left our customer owing $50.48. We demand our keys back, and her case is closed from our end if she fails to bring our keys back we send her account to Collections after a 30 day period. Al is the repo man and had no business in handling her case, she is now on our DO NOT RENT list_ Any further explanation or concerns contact me to our office.