We are very sorry that this unfortunate situation has left such a bad impression on our customerWe have made every possible attempt to satisfy them by offering everything at our disposalIf there was a minute wait time for the convertible to have cleaning complete, we feel that is acceptable as the paperwork and contracting in the meantime being done would have taken just as longBy the time that was complete, the car would be finishedWe stand by what was stated in our previous emailSeveral calls where indeed made to our customer that went unansweredWe felt that might be reasonable should they be satisfied with their larger vehicle and not want to be bothered on vacation to exchange for another one that was initially too small anywayThe rates for convertibles were indeed cheaper at the timeThe market constantly fluctuates and we do in fact try to ensure that our rates are indeed cheaper than all of our competition to ensure our customers receive a good deal when renting with usIf our customer looked at what rates are now, they are in no way an accurate reflection of what they were at the time they booked their carOur reservation management system does show that an upgrade fee was comped when the customer requested a larger vehicle to support our claimAlso, we keep detailed logs of all rate submissions that show a fullsize and midsize car were indeed more expensive than the convertibles at the timeNo promise was ever made that the car would be looked at in the same dayOur primary goal was to have our customer and his family back on the road to enjoy their vacationWe took that vehicle to the tire shop as soon as staff was availableWe do not want to cause our customer anymore stress by arguing these items back and forth endlesslyAfter reviewing the facts with our manager on duty, our agents, and our reservation management system, we stand by our previous statements as they are factualWe do however, sincerely regret that our customer perceives his experience as a bad onePlease understand and accept our apologies
Complaint:
I am rejecting this response because:Unfortunately the response provided by the business is inaccurate and unacceptableThere are many inconsistencies with their response when compared to the truth, the main one being that the car was fitted with identical factory spec hub caps when it was notSee the following link for hub caps:
http://www.amazon.com/HUBCAPS-TOYOTA-COVERS-DESIGN-UNIVERSAL/dp/B003LDROGG (The car WAS NOT fitted with Toyota branded hub caps)
At the time, we did of course disagree with their version of events, but to use the word confrontational simply isn't trueFurthermore, I declined permission for my credit card to be charged and they ran it anyway in the midst of laughing at meI am currently in discussions with my credit card company regarding this as this was an unauthorized transaction.
I also attached a photograph demonstrating that there was a low tire pressure light on for the entirety of our rental period which seems consistent with most of your customers' experiencesPlease see the following link:
http://www.yelp.com/biz/a-1-rent-a-car-honolulu-The Company's sarcastic responses on YELP paint the best picture and I think this link is the best evidence as to the practices of this CompanyIt is a shame that the business is tarnishing tourists experiences of this beautiful placePlease provide a full refund
Sincerely,
Oliver L**
Customer has not returned our car as of today 12:this afternoonWe have no information from the customer that there was any problemWe have been trying to call customer to clarify this complaint If we were informed of any issue we would have been happy to exchange the vehicleThank
you
The customer never mentioned any issues when picking up the car, during the rental period or after returningWe would have been more than happy to exchange the vehicle at any timeThank you
As the customer stated we offered a couple of optionsWe were willing to cancel the reservation and no charges would be incurred The second option was to rent a carThey chose to rent a carAt anytime if the customer was not happy we would exchanged the car or canceled the remaining
time at no further charges would be incurredNow after the entire duration of the rental period has been used they are requesting a creditThat would mean that they received a free week of a rental carAs stated they could have either declined to rent the car or exchanged it during the rental periodServices have been renderedThank you
Because the customer continues to provide statements such as the vehicle insurance had lapsed, etc etcIt will not be possible to work in good faith with herWe are requesting written proof that the insurance had lapsedIf she has truley has been refuded from her credit card company then she was successful on using the car without paying for it
Complaint:
***I am rejecting this response because: When I came to the rental place and picked up the car, it appeared okay. Took it to our rental place. The next day when we went out with it - it had bugs crawling out all over and we tried to wipe the dash and found a sticky substance on it and upon questioning someone found out it was a spray to try to deal with the bugs. After using it for a day or so - the bug situation did not stop. It was then that we went to the rental place - searched for a long time and found they were not there
We dealt with the dirty state of the car - dust flying out, etcand worst of all the bug situation as we didn't find the car rental place and felt we wouuld have to come there very early in the day when we returned it as our flight was delayed and we were leaving Hawaii at 11:p.m. Got there several hours before check out time and as I mentioned in our previous complaint - a person from another rental place helped us as she asked other people and nobody knew they had moved and where to. Is that the way to run a business?
The person that helped us on the return date also identified the man standing at the office door as Mr*** and he denied being that person. The woman that waited on us to accept the car, also was rude and refused to listen to my complaint - same woman waited on us when we picked up and brought back the car
What kind of business does that sort of thing - playing games with customers. Expedia arranged out rental and we reported this to them as well
We read other complaints - at least - very horrible things were done to other people as well
Who does business in this manner? Who moves without telling anyone about the move - certainly not a good business - have other people not complained? Quite a few - does this constitute a business that should stay in such a business? Perhaps you need to read all the complaints that have been made by others?
Sincerely,*** ***
None of our other customers cancelled their reservations during that timeWe held the car due to our contractual obligation that we entered when our customer placed his reservationOur booking policy clearly states that unless cancelled hours prior to the reserved pick up time, customers who do
not show will be charged a one day rental fee
Complaint: ***
I am rejecting this response because:
I sent the emails to the email address found at your website (attached picture), and two more found on the internet: ***, ***, ***About the calls, you only answered one time - the other times you or your employees putted me on holdI’m not complaining about the renting process, it was all good until you have charged me the damaged and took two months to send me the required docsNow, my deadline to submit the docs to my credit card company have expired, and I will not get the $refunded.
I’m very regretted to rented the car at A1-Rent-Car Hawaii - the reviews at the internet speaks for itself (attached files), so many disappointed customers with very similar problems: contracting the service because of the “good” price, and after return the car the company charges fees inventing any problemAlso, it is not by chance that your company was revoked by Revdex.com, with so many customers complains unsolved
Please, give me the $back, in order to make a good faith effort to resolve it
Sincerely,
T*** R***
Complaint: ***
I am rejecting this response because:
An employee of *** *** cars promised me the shuttle
would be there to pick me up even if my flight was delayed On their website it states that after hours shuttle service is available The options they offered me were not acceptable It was a two seat smart car or a Jeep for an additional $per day They were dishonest to me and were insulting and rude with any interaction I had with them trying to resolve the issue I felt talked down to & discriminated against as a woman Telling me I am not and I just need to find a beach somewhere to lay on I haven't ever witnessed such a lack of customer service I stand by my original complaint and request some form of compensation
Sincerely,
*** ***
Complaint: ***
I am rejecting this response because: There is nothing on the rental agreement stating that there is no refund for early returns Any rental car company could have done what they did, what they did (in regards to extending at the same rate) is called service and is expected They did not go above and beyond, they posted rates, we expected them to be honoredEven if they'd given us a higher rate, they'd still be keeping my money, so where is the favor in that?? They simply lowballed the competitors to get business and once they get the business, they do not care what happens after that, they will treat customers however they please because they feel as though they're doing the customer a favorKeeping my money is NOT doing me a favor I didn't expect them to care about this complaint because they simply do NOT care about their customers It is THAT that is truly sad
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
Sincerely, *** ***
***Aloha,On Feb 6, 2015, our customer reserved a convertible with our agency though *** for a pidate of 3/9/at 2:00pmUpon arriving at our facility, we had a convertible held for them as promisedOur customer wanted to pay for the vehicle rental using a
debit cardPlease note that we do not require any deposit with a major credit cardHowever, they did not want to pay for the deposit required for using a debit cardThey said that they would have to cancel for now and figure out their card situationCustomer advised us that they may just take a cab around or return much later that evening or the following day should they be able to produce a credit card, but, not to hold a car for them for the time beingAround 7pm that evening, they returned with a credit card and wanted to rent a carDuring the time they were here, our reservations were completely sold outWe offered to rent them a minivan (as that was the only vehicle we had available at the time)The vehicle was offered to them at the same rate of their expired reservationThough at the time, Minivans were going for $846/week before taxThe reason we did not attempt to charge them the several hundred dollar difference, was because they were on their honeymoonWe didn't want them to be stuck without a car We have already discussed this with *** through several phone calls yesterday and have their backing on the matter. We understand that our customer perceived their experience as a negative one and would like to formally extend our apologiesMore importantly, our congratulations on their marriage
Complaint: ***
I am rejecting this response because:
Check the facts:
I spent nearly hours at the rental location on the first day of rental It took them nearly an hour to get me checked out in the first vehicle at 2:44pm, which I immediately returned because it was broken It was over another hour before I left with vehicle number at 3:50pm The attached receipts verify thisI demanded a rate reduction at that time, but the agent refused and said that I would get a convertible as soon as it came in, they would call me so I could exchange it I was also told that the manager, Panda, would call me personallyThus, I took the vehicle I was givenNO CALL EVER CAME FROM PANDA OR ANY OTHER AGENTI spent HOURS CALLING THE COMPANY on the next morning I finally reached someone and then spent minutes on the phone with an agent on day I was told that I "was at the top of the list to get a convertible"Again, I was promised a personal phone call from Panda, which never cameOn day when I exchanged the second broken car, I was again told that I would get a convertible when it came in and that Panda would call me That never happened eitherRegardless of all of the above, I drove a sedan for days but was charged double the rate of a convertibleIn most honest people's books, that is considered to be fraud
Sincerely,
*** ***
We are in the process of reviewing this request however we do not have a rental agreement under this namePlease provide a copy of the rental agreement so we can assistRespectfully
Complaint:
I am rejecting this response because:This company and this manager Panda T***, should be put out of business and he should be firedHe is a flat out liarAfter being walked through the deceptive web site by the main Florida company, was a tiny barely visible faint blue dot next to the Free Cancellation wordsIf you can see it, and click on it it says hours cancellation not hours
On my computer the blue is so faint I could not see itAs I said, I made this reservation by mistake and cancelled it in minutesI then received a successful cancellation email with no other information
This company has a 100% negative comments on Revdex.com of Hawaii and is rated F, the lowest possible ratingThis company should be investigated by the Hawaii State Attorney General for its deceptive business practices and put out of business
The rude employees who hung up on me several times, refused to take my name and number, the rude manager Panda T*** who refused to contact me after days of calling the office and emailing him, it was by accident he answered the phone when I called again This business opened in and seems not to practice the spirit of AlohaThey practice greed and WILL get your money by any means necessaryPanda T*** is the only company who uses this deceptive advertising practiceNo other company does thisMy horrible treatment on the phone with Panda was insulting, rude and unprofessionalHe knows I cancelled within the correct amount of time even though I made the mistake with the reservationWhen I sent him the email proof, he never called me back as he said he wouldHe knows he was wrong and needs to admit this new refund my money
Sincerely,
Autumn A***
Customer provided many and inaccurate statementsAll cars are registered and insured, We have never changed our nameWe did recently move due to airport and rail development but had never changed our name.We service thousands of customers who are very very happyIf customer had a
legitimate complaint with the condition of a vehicle we could have easily exchanged the vehicleIt is a fact that all rent a car companies including all the major brands have challenges keeping 100% of their fleet registrations and safety checks up to dateIt is a fact that the department of motor vehicles only allows a maximum of title transfers per day per DMV location for any companyIt is a fact that all the safety check inspection stations can only complete a few transactions per dayThis customer could have easily declined to rent the car from the start or exchanged the vehicle if this was a big issuePlease note that customer stated IF they would have received a ticketPlease note that they DID NOTTheir statements are untrue, hurtful and offensiveWe will continue to grow and improve our customer service
If you were not happy with the vehicle then you could have declined to rent itWe would have been happy to exchange it or cancel your request to rent a carYou are not entitled to a refund after your full use of the car
We are very sorry that this unfortunate situation has left such a bad impression on our customerWe have made every possible attempt to satisfy them by offering everything at our disposalIf there was a minute wait time for the convertible to have cleaning complete, we feel that is acceptable as the paperwork and contracting in the meantime being done would have taken just as longBy the time that was complete, the car would be finishedWe stand by what was stated in our previous emailSeveral calls where indeed made to our customer that went unansweredWe felt that might be reasonable should they be satisfied with their larger vehicle and not want to be bothered on vacation to exchange for another one that was initially too small anywayThe rates for convertibles were indeed cheaper at the timeThe market constantly fluctuates and we do in fact try to ensure that our rates are indeed cheaper than all of our competition to ensure our customers receive a good deal when renting with usIf our customer looked at what rates are now, they are in no way an accurate reflection of what they were at the time they booked their carOur reservation management system does show that an upgrade fee was comped when the customer requested a larger vehicle to support our claimAlso, we keep detailed logs of all rate submissions that show a fullsize and midsize car were indeed more expensive than the convertibles at the timeNo promise was ever made that the car would be looked at in the same dayOur primary goal was to have our customer and his family back on the road to enjoy their vacationWe took that vehicle to the tire shop as soon as staff was availableWe do not want to cause our customer anymore stress by arguing these items back and forth endlesslyAfter reviewing the facts with our manager on duty, our agents, and our reservation management system, we stand by our previous statements as they are factualWe do however, sincerely regret that our customer perceives his experience as a bad onePlease understand and accept our apologies
We have no record of receiving a receipt for $However we will gladly process a refund of $in good faithMahalo
Complaint:
I am rejecting this response because:Unfortunately the response provided by the business is inaccurate and unacceptableThere are many inconsistencies with their response when compared to the truth, the main one being that the car was fitted with identical factory spec hub caps when it was notSee the following link for hub caps:
http://www.amazon.com/HUBCAPS-TOYOTA-COVERS-DESIGN-UNIVERSAL/dp/B003LDROGG (The car WAS NOT fitted with Toyota branded hub caps)
At the time, we did of course disagree with their version of events, but to use the word confrontational simply isn't trueFurthermore, I declined permission for my credit card to be charged and they ran it anyway in the midst of laughing at meI am currently in discussions with my credit card company regarding this as this was an unauthorized transaction.
I also attached a photograph demonstrating that there was a low tire pressure light on for the entirety of our rental period which seems consistent with most of your customers' experiencesPlease see the following link:
http://www.yelp.com/biz/a-1-rent-a-car-honolulu-The Company's sarcastic responses on YELP paint the best picture and I think this link is the best evidence as to the practices of this CompanyIt is a shame that the business is tarnishing tourists experiences of this beautiful placePlease provide a full refund
Sincerely,
Oliver L**
Customer has not returned our car as of today 12:this afternoonWe have no information from the customer that there was any problemWe have been trying to call customer to clarify this complaint If we were informed of any issue we would have been happy to exchange the vehicleThank
you
The customer never mentioned any issues when picking up the car, during the rental period or after returningWe would have been more than happy to exchange the vehicle at any timeThank you
As the customer stated we offered a couple of optionsWe were willing to cancel the reservation and no charges would be incurred The second option was to rent a carThey chose to rent a carAt anytime if the customer was not happy we would exchanged the car or canceled the remaining
time at no further charges would be incurredNow after the entire duration of the rental period has been used they are requesting a creditThat would mean that they received a free week of a rental carAs stated they could have either declined to rent the car or exchanged it during the rental periodServices have been renderedThank you
Because the customer continues to provide statements such as the vehicle insurance had lapsed, etc etcIt will not be possible to work in good faith with herWe are requesting written proof that the insurance had lapsedIf she has truley has been refuded from her credit card company then she was successful on using the car without paying for it
Complaint:
***I am rejecting this response because: When I came to the rental place and picked up the car, it appeared okay. Took it to our rental place. The next day when we went out with it - it had bugs crawling out all over and we tried to wipe the dash and found a sticky substance on it and upon questioning someone found out it was a spray to try to deal with the bugs. After using it for a day or so - the bug situation did not stop. It was then that we went to the rental place - searched for a long time and found they were not there
We dealt with the dirty state of the car - dust flying out, etcand worst of all the bug situation as we didn't find the car rental place and felt we wouuld have to come there very early in the day when we returned it as our flight was delayed and we were leaving Hawaii at 11:p.m. Got there several hours before check out time and as I mentioned in our previous complaint - a person from another rental place helped us as she asked other people and nobody knew they had moved and where to. Is that the way to run a business?
The person that helped us on the return date also identified the man standing at the office door as Mr*** and he denied being that person. The woman that waited on us to accept the car, also was rude and refused to listen to my complaint - same woman waited on us when we picked up and brought back the car
What kind of business does that sort of thing - playing games with customers. Expedia arranged out rental and we reported this to them as well
We read other complaints - at least - very horrible things were done to other people as well
Who does business in this manner? Who moves without telling anyone about the move - certainly not a good business - have other people not complained? Quite a few - does this constitute a business that should stay in such a business? Perhaps you need to read all the complaints that have been made by others?
Sincerely,*** ***
None of our other customers cancelled their reservations during that timeWe held the car due to our contractual obligation that we entered when our customer placed his reservationOur booking policy clearly states that unless cancelled hours prior to the reserved pick up time, customers who do
not show will be charged a one day rental fee
Complaint: ***
I am rejecting this response because:
I sent the emails to the email address found at your website (attached picture), and two more found on the internet: ***, ***, ***About the calls, you only answered one time - the other times you or your employees putted me on holdI’m not complaining about the renting process, it was all good until you have charged me the damaged and took two months to send me the required docsNow, my deadline to submit the docs to my credit card company have expired, and I will not get the $refunded.
I’m very regretted to rented the car at A1-Rent-Car Hawaii - the reviews at the internet speaks for itself (attached files), so many disappointed customers with very similar problems: contracting the service because of the “good” price, and after return the car the company charges fees inventing any problemAlso, it is not by chance that your company was revoked by Revdex.com, with so many customers complains unsolved
Please, give me the $back, in order to make a good faith effort to resolve it
Sincerely,
T*** R***
Complaint: ***
I am rejecting this response because:
An employee of *** *** cars promised me the shuttle
would be there to pick me up even if my flight was delayed On their website it states that after hours shuttle service is available The options they offered me were not acceptable It was a two seat smart car or a Jeep for an additional $per day They were dishonest to me and were insulting and rude with any interaction I had with them trying to resolve the issue I felt talked down to & discriminated against as a woman Telling me I am not and I just need to find a beach somewhere to lay on I haven't ever witnessed such a lack of customer service I stand by my original complaint and request some form of compensation
Sincerely,
*** ***
Complaint: ***
I am rejecting this response because: There is nothing on the rental agreement stating that there is no refund for early returns Any rental car company could have done what they did, what they did (in regards to extending at the same rate) is called service and is expected They did not go above and beyond, they posted rates, we expected them to be honoredEven if they'd given us a higher rate, they'd still be keeping my money, so where is the favor in that?? They simply lowballed the competitors to get business and once they get the business, they do not care what happens after that, they will treat customers however they please because they feel as though they're doing the customer a favorKeeping my money is NOT doing me a favor I didn't expect them to care about this complaint because they simply do NOT care about their customers It is THAT that is truly sad
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
Sincerely, *** ***
***Aloha,On Feb 6, 2015, our customer reserved a convertible with our agency though *** for a pidate of 3/9/at 2:00pmUpon arriving at our facility, we had a convertible held for them as promisedOur customer wanted to pay for the vehicle rental using a
debit cardPlease note that we do not require any deposit with a major credit cardHowever, they did not want to pay for the deposit required for using a debit cardThey said that they would have to cancel for now and figure out their card situationCustomer advised us that they may just take a cab around or return much later that evening or the following day should they be able to produce a credit card, but, not to hold a car for them for the time beingAround 7pm that evening, they returned with a credit card and wanted to rent a carDuring the time they were here, our reservations were completely sold outWe offered to rent them a minivan (as that was the only vehicle we had available at the time)The vehicle was offered to them at the same rate of their expired reservationThough at the time, Minivans were going for $846/week before taxThe reason we did not attempt to charge them the several hundred dollar difference, was because they were on their honeymoonWe didn't want them to be stuck without a car We have already discussed this with *** through several phone calls yesterday and have their backing on the matter. We understand that our customer perceived their experience as a negative one and would like to formally extend our apologiesMore importantly, our congratulations on their marriage
Complaint: ***
I am rejecting this response because:
Check the facts:
I spent nearly hours at the rental location on the first day of rental It took them nearly an hour to get me checked out in the first vehicle at 2:44pm, which I immediately returned because it was broken It was over another hour before I left with vehicle number at 3:50pm The attached receipts verify thisI demanded a rate reduction at that time, but the agent refused and said that I would get a convertible as soon as it came in, they would call me so I could exchange it I was also told that the manager, Panda, would call me personallyThus, I took the vehicle I was givenNO CALL EVER CAME FROM PANDA OR ANY OTHER AGENTI spent HOURS CALLING THE COMPANY on the next morning I finally reached someone and then spent minutes on the phone with an agent on day I was told that I "was at the top of the list to get a convertible"Again, I was promised a personal phone call from Panda, which never cameOn day when I exchanged the second broken car, I was again told that I would get a convertible when it came in and that Panda would call me That never happened eitherRegardless of all of the above, I drove a sedan for days but was charged double the rate of a convertibleIn most honest people's books, that is considered to be fraud
Sincerely,
*** ***
Initial Business Response /* (1000, 8, 2014/03/19) */
Customer directly resolved complaint with our company
Thank you
We are in the process of reviewing this request however we do not have a rental agreement under this namePlease provide a copy of the rental agreement so we can assistRespectfully
Complaint:
I am rejecting this response because:This company and this manager Panda T***, should be put out of business and he should be firedHe is a flat out liarAfter being walked through the deceptive web site by the main Florida company, was a tiny barely visible faint blue dot next to the Free Cancellation wordsIf you can see it, and click on it it says hours cancellation not hours
On my computer the blue is so faint I could not see itAs I said, I made this reservation by mistake and cancelled it in minutesI then received a successful cancellation email with no other information
This company has a 100% negative comments on Revdex.com of Hawaii and is rated F, the lowest possible ratingThis company should be investigated by the Hawaii State Attorney General for its deceptive business practices and put out of business
The rude employees who hung up on me several times, refused to take my name and number, the rude manager Panda T*** who refused to contact me after days of calling the office and emailing him, it was by accident he answered the phone when I called again This business opened in and seems not to practice the spirit of AlohaThey practice greed and WILL get your money by any means necessaryPanda T*** is the only company who uses this deceptive advertising practiceNo other company does thisMy horrible treatment on the phone with Panda was insulting, rude and unprofessionalHe knows I cancelled within the correct amount of time even though I made the mistake with the reservationWhen I sent him the email proof, he never called me back as he said he wouldHe knows he was wrong and needs to admit this new refund my money
Sincerely,
Autumn A***
Customer provided many and inaccurate statementsAll cars are registered and insured, We have never changed our nameWe did recently move due to airport and rail development but had never changed our name.We service thousands of customers who are very very happyIf customer had a
legitimate complaint with the condition of a vehicle we could have easily exchanged the vehicleIt is a fact that all rent a car companies including all the major brands have challenges keeping 100% of their fleet registrations and safety checks up to dateIt is a fact that the department of motor vehicles only allows a maximum of title transfers per day per DMV location for any companyIt is a fact that all the safety check inspection stations can only complete a few transactions per dayThis customer could have easily declined to rent the car from the start or exchanged the vehicle if this was a big issuePlease note that customer stated IF they would have received a ticketPlease note that they DID NOTTheir statements are untrue, hurtful and offensiveWe will continue to grow and improve our customer service
If you were not happy with the vehicle then you could have declined to rent itWe would have been happy to exchange it or cancel your request to rent a carYou are not entitled to a refund after your full use of the car