Aloha,We have made contact with Mr*** and forwarded all documentation to him as of last week on the 11thI have attached a copy of the same documentation hereHe has since forwarded the information to his insurance company and we are awaiting paymentAs of this date, he owes a balance of
$
We refuse to respond to these comments They are untrue, hurtful and malicious in natureWe want to focus on the dispute of $which customer claimed they were chargedThis is our second request for proof of paymentWe are confident that customer will not be able to provide proof since they were never chargedOur staff was here and customer never showed upWe have time cards for employees and rental agreements from customers all documented and time stampedSo customer needs to provide proof of $nowThank you
Customer defaulted on contract and still owes for deficiency balanceThe $was the agreed upon downpayment and contractWe will be pursing legal action against him and his co buyerCustomer needs to understand that you cant just but a car, sign a contract ant then disappear
Complaint: ***
I am rejecting this response because: We BEGGED for help? Really? What person goes into a rental car company and BEGS for that company to give them a car? Especially considering the kind of cars this company rents out What a childish and and truly ignorant response I think anyone with half a brain can read that response and see that this company is as low class as it gets I am entitled to good customer service, yes That's what I'm paying for, even if the rates are low, I'm still entitled to good customer service That is not an entitlement mentality, that is an expectation mentality You pay money to a company and you expect good service It's obvious this company doesn't wish to give it, they only wish to insult their customers
Sincerely,
*** ***
Mr ** was very abusive towards our staff from the start.His complaints are highly exaggerated and so far from the actual events that we are not able to respondeasily. His comments are malicious, untrue and hurtful.It began with him complaining that the
first vans air conditioning fan was too loud on the high setting. We found the van to be in working order and exchanged the vehicle for him anyway. We did not charge him for bringing back the vehicle completely trashed and filthy. It smelled like urine and fecal matter. It looked liked homeless people were living in it, just to describe how nasty they were. They left behind both baby and adult diapers that were soiled. Also Hanauma bay is not a hours awayYou can verify on map quest that its only miles away.The female companion apoligized and said HE DOES THIS ALL THE TIME.The reason I am pointing this out, is to show all the exaggerations and drama that the customer creates. The second van complaint regarding the remote key fob not working is ridiculousIt worked perfectly. The truth of the matter is Mr ** damaged the van by admitting to carelessly opening up the rear hatch in a parking structureCDW requires a police report at the scene in the event of a COLLISION Secondly he was not in a collisionHence Collision DamageWaiverCarelessly opening the rear hatch door in a confined space would not be a covered item anyway. we will be forwarding the estimates and demand letter for the damagesWe did collect a $deposit to be used towards the damages that we are entitled to. We graciously exchangedthe second vehicle for himWe did test the remote key fob right in front of him and he looked away and shrugged his shouldersHe insisted that it was the rentals agents fault for the vehicle being damaged.We tried to explain that the key fob is in no way connected to the van being damaged by his carelessness. Now we have a damaged van during a sold out period causing loss of use. Additionally this vehicle came back trashed and filthy just like the first oneIt too had looked like homeless people had been living in itIt too had smelled like urine and fecal matter. They once again left behind both baby and adult diapers that were soiledNasty Nasty NastyThe third van we gave Mr ** was fine until he and his female companion DEMANDED a discount. They both became very unruly and disrespectful to our staffThe police were called and Mr ** would have been arrested for terroristic threatening if not for the simple fact that we felt sorry for his family and decided not to have him arrested. He did take off down the street and abandon his entire family at one pointHe later returned stating that he may be suffering from a mental breakdown. His female companion apologized and once again stated that HE DOES THIS ALL THE TIME. At no time were we preventing Mr ** or his family from entering the vehicleMr ** was given the keys to the third van immediately upon his exchangeHe removed the belongings from the van that he damaged to the exchanged van immediately At no time was he prevented access from either of the vehicles. Mr **'s complaints are filled with so many inaccurate statements.It is amazing to us that he is complainingThis was a very stressful experience on our entire staff
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 I filed this complaint under the advisement of my credit card company yesterday before I had spoken with the manager of the business I'd simply like my money refunded and will discontinue any communication with A-if this is done
Sincerely,
*** ***
Complaint: [redacted]
I am rejecting this response because:I returned the car on the morning of March 12th, the receipt is dated for 3/14/2015. When I returned the car the representative examined the car and opened the driver side door to check mileage and gas level. She then said everything looked fine and drove the car off. If the driver side door handle was broken the representative would have noticed it at this point. What happened to the car between the time we dropped it off and March 14th is unknown, but I am not responsible for the car after the representative accepts it after her examination. I am still awaiting photographs of the broken door handle. The photographs should be dated 3/12/2015 and have a time stamp so we know it was taken near the time of our drop off (approx. 11 am). Until I see this, I will dispute payment for the door handle. Further, this company is extermely disrespectful and a disgrace to Hawaii. You can review their Yelp reviews which are absolutely terrible. People complain about being mistreated and disrespceted. I have called a number of times to request photographs and have been threatened by the manager saying if I return to the business that I will "end up in the hospital." It's too bad these guys want to scam their clients, I return to Oahu regularly and would have used their company if treated with respect.
Sincerely,
[redacted]
We have thoussands of happy customers who return time and time again.
In any business you will have some customers that will never be happy or grateful.
Please consider this undisputed fact, when this customer needed help they begged us for help.
We provided a very low rate during a peak sold out period.
We even extended when they begged us once again for help.
To consider the thousands of happy customers in realationship to a few unhappy ones would be a much more accurate picture.
We work very hard to provide our customers with a less expensive altenative.
The policy that this complaint refers to is the no refunds for early return policy.
This is fully disclosed at the time of the rental agreement.
This customer could have easily declined and rented from somewhere else.
The reality is that they wanted a low rate and everyone else was sold out or had a much higher rate.
So once again we are faced with an ungrateful customer that has the ENTITLED mentality.
They want help but complain HOW you help them!
We help everybody!
Military and civilian.
Her comments are untrue, malicious and hurtful.
We also have military families who have sacrified their lives for this great country.
Respectfully.
When the customer needed help we gave them a significantly lower rate than any of our competitors.
We also allowed them to extend during a high peak rental period while we we sold out at much higher rates.
We have all customers sign and acknowledge that there are no refunds for...
early returns.
Our staff went out of their wat to accomadate these folks.
Instaed of being grateful, they are now complaining.
How unfortunate.
Complaint: [redacted]
I am rejecting this response because:
A1 continues to lie about being present after 9:00pm on Saturday, June 13th. I provided you with documented proof of our repeated calls when no one answered their phone and that documented proof also has the call made the following morning when their own employee stated that they closed at 9:00pm on Saturday. I will once again attached these files. If you call [redacted] and the other rental agencies, they will be able to verify that A1 customers were left stranded Saturday night, June 13th.
I also provided you with our rental contract and let you know that our credit card company stated that an agency like A1 has up to 30 days to request payment. While it isn't currently being charged to our account, we are now obligated to continue monitoring.
Sincerely,
[redacted]
Complaint: 11941186
I am rejecting this response because:
What the business stated about the car lights is not true. The lights on the subject vehicle were left on by the business and I turned them off when I first parked the car not long after I picked up the rental. When the car did not start later in the day and the next morning, I questioned the overall safety of the vehicle. I decided to pursue returning the car because I did not want to risk my or my young son's safety by operating a vehicle that may not be in acceptable driving condition. My overall experience with A-1 was not very good (as I explained in the previous documentation and below) and had I been given proper assistance and at least better customer service and respect, I probably would have opted to exchange the car.
My declining of additional coverage from A-1 has nothing to do with this situation. When I first contacted A-1 about the car being dead, considering that they left the lights on, I expected that they would offer assistance to help me get the vehicle started and returned to the lot. The staff was very unaccommodating and hung up on me and did not return or answer my follow up calls until much later in the day on 1/14/17. When I finally spoke to a lady (agent) at or around 2:30 pm on 1/14/17 she said just get the car started and return it to the lot and the refund will be no problem. I told agent that I had no one to help me until sometime on 1/15/17; she said that was fine. On 1/15/17, as soon as I got the car started, I returned it to A-1. The lady at the front counter with the glasses and blue eyes said that I would have to talk to Panda, who returns to work on 1/18/17, to get the refund.
I am respectfully asking for a full refund of my money because I did not get to use the vehicle that I rented and I did not feel safe driving it and was disappointed with the overall service of A-1.
We checked the defroster and there were no issues. We checked the windshield wiper fluid and it was over three quarters full. Customer clearly returned the car damaged. We agreed and settled the damages with the customer while he was here.
There is nothing further. Thank you.
I contacted them again and was blatanly lied to. [redacted] was the clerk and informed me that he couldnt find the papaer work and would call as soon as he found it. He didnt and when I call back her informed me that the young man that waited on me was new and was not authorized to process the refund. He asked to call me back after he talked to whoever was in charge of supervising him. This time he did call back and said the deposit was processed on Sat. the 20th and it would be the 3 or 4 days because of my bank. My bank [redacted] said that wasnt true. They immediately took the money out of my account and I find it unacceptable that I have to force the issue to have it refunded. Not to mention so unprofessional. Im a single mother who depended on that refund that is due to me.
To make it crystal clear we always would offer an exchange vehicle. We have no incentive not to.
We offered to contact you. We are expecting that you respond in a civilized manner without drama please.
Customer requested rental using debit card. As one of the few rental agencies that accept debit cards, we allowed her to rent a car with us but require a $1000 deposit. We reduced this amount to $300 to make it easier for her. Refunds take 7 to 10 business days to be processed between banks....
Customer returned the car on the 20th. As of today's date only 4 business days have past. We have checked our records multiple times due to the customers frequent calls. Records show that the refund has indeed been made. There are no employees that hang up on customers. We apologize if you were disconnected. Please don't take it personally.
We request customer to provide proof of early return and that an exchange vehicle was not offered. The fact that we moved 5 minutes from are former location is not a factor in any way.The airport area is under devopment and the rail project is also creating a space issue there. To suggest the...
reason of our move is otherwise is offensive. The few complaints we have had are not worthy of mention in comparison to the thousands of grateful and happy customers that continue to do business with us. Also there are always 2 sides to every story. We will be happy to review proof of return documents. Please provide as your earliest conveinence.
Initial Business Response /* (1000, 8, 2014/08/04) */
This customer rented a car from us that was issued to him with a current safety inspection sticker and registration tag. While in his possession, the sticker was removed from the bumper. Not implying that our customer would have removed...
it, but it was there when we checked the car out to him. It is common knowledge that Officers in the state of Hawaii find outdated safety checks among the most minor of offenses and often do not even bother to pull people over when they see them. They usually use them as add on charge to a moving violation. We did in fact change the car per the customers request with another vehicle that also had a current safety sticker still on the bumper. Addressing his concern about the rear seat that in the picture he provided was lifted up, I personally inspected the vehicle and found that yes, if I did forcefully pull the corner of the rear bench up out of it's mounted position and jammed it against the rear back seat I could make it look like it did in the picture as well. Every car is capable of removing the rear bench seat for service or disassembly. The manner in which he forced the seat corner into is not normal. If the customer had any legitimate concern, he could easily have addressed it upon his inspection before taking the vehicle. We always strive to accommodate our guests. As per the rental contract and inspection sheet that every customer is required to read and sign, there are no refunds on early returns. There was no legitimate problem with our vehicle when he took it off of our location and none of our vehicles have ever been towed period. If he has any issue with the car he currently has, we encourage him to contact us. We will be more than happy to address any concern.
Initial Consumer Rebuttal /* (3000, 10, 2014/08/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
How the mis-truths just keep pouring in from this office ad company.
"This customer rented a car from us that was issued to him with a current safety inspection sticker and registration tag"
FALSE: Please contact the Hawaii PD, the cars license plate was in the picture. They will tell you that the safety inspection was 6-7 months past due. Not sure why the manager is telling this same story over and over again, the sticker was never missing it was/has/is on the car. IT WAS EXPIRED....
I'd call them...
[redacted]
When safety inspections are completed by inspection stations, safety inspection forms are sent to Honolulu for updating and inputting into the Statewide data base
"While in his possession, the sticker was removed from the bumper."
FALSE, the sticker was on there and was still on there when I returned it. Not sure why the manager is telling you a story about stickers being removed. The issue is not the supposedly missing sticker.
IT WAS EXPIRED, AND THE MANAGER is telling un-truths... The sticker was not removed or missing. Did I state this in my initial complaint, NO....
"Not implying that our customer would have removed it, but it was there when we checked the car out to him."
FALSE, that is exactly war you are implying... I had no idea what this sticker was until I was pulled over. I come from the state of colorado which does not have this. I had no idea what it (sticker) was UNTIL I WAS PULLED OVER...
"It is common knowledge that Officers in the state of Hawaii find outdated safety checks among the most minor of offenses and often do not even bother to pull people over when they see them."
Really, lets see the proof????
THEN WHY WAS I PULLED OVER????? He (the officer) saw the expired sticker, pulled me over and then informed me that it had EXPIRED, and then he and I called the rental car agency with my phone, and it was apparent that whoever answered didn't really care, because they just said "ok" and hung up..
"They usually use them as add on charge to a moving violation."
I was unaware that the manager "[redacted]" at this rental car facility was a certified police officer with in depth knowledge of police operations and tactics. For him to make this statement is purely and assumption. No citation was issued, hence there was no moving violation.. I can make assumptions to, but I stick to the facts.
"Addressing his concern about the rear seat that in the picture he provided was lifted up, I personally inspected the vehicle and found that yes, if I did forcefully pull the corner of the rear bench up out of it's mounted position and jammed it against the rear back seat I could make it look like it did in the picture as well. "
THIS IS HOW YOU GAVE IT TO ME.... I never accepted this car because how could one put in a child car seat in this condition??? As I was clearly holding it in my arms...
"The manner in which he forced the seat corner into is not normal"
I DID NOT DO THIS, YOU/THE COMPANY DID THIS. This is why I never took possession of the car to begin with..... This was the way you presented the car to me... I was clearly carrying a child seat for my three year old daughter, and you wanted me to have her sit there? You talk about customer service, what about inspecting the car prior to having me inspect it?
"We always strive to accommodate our guests."
HA... I am literally laughing.... I was treated with the utmost disrespect and treated like a third rate citizen because I am not from Hawaii.... (My opinion as I have dealt with many people based on the color of my skin (as I am part Native American Indian)
"As per the rental contract and inspection sheet that every customer is required to read and sign, there are no refunds on early returns. There was no legitimate problem with our vehicle when he took it off of our location and none of our vehicles have ever been towed period. If he has any issue with the car he currently has, we encourage him to contact us. We will be more than happy to address any concern."
I AGREE. but you gave me a car that was not legal to drive in Hawaii. 6-7 months past due on the safety inspection and the sole reason I was pulled over and informed to return this car to the place I rented it.
"There was no legitimate problem with our vehicle when he took it off of our location"
REALLY? The safety inspection was out of date 6-7 months!!!!
"If he has any issue with the car he currently has, we encourage him to contact us. We will be more than happy to address any concern.""
Really? And be treated with the massive amounts of disrespect as you and your employee did to me? Why would I return or even keep my rental car with you? That is why I returned it early. They provided low quality cars, with high mileage, missing hubs caps, many dents and scratches, takes two times to turn over the engine. Lets also discuss the car my wife has with you. Her key fob docent even work after the first day. Don't worry, we will be filing another complaint about this vehicles key fob.
WORST RENTAL CAR EXPERIENCE I HAVE EVER ENCOUNTERED, bottom line.
All I ask is to be re-inbursed for the remainder of my contract 19-30 July and an OFFICIAL APOLGY LETTER from management A-1/Economy Rental car (Not from the honolulu office). I even returned the car full of gas, when I was given it NOT FULL OF GAS. (as the contract annotated)
Complaint: 11938945
I am rejecting this response because:
1. There was no response to Issue # 1.
2. The response to Issue#2 is misleading - I was NEVER contacted by phone as the company states.
4. I was verbally abused when I dropped off the car and the company has yet to supply a copy of the incident report that I completed regarding the damage to the car that was promised.
Sincerely,
Stephen G[redacted]
Aloha,We have made contact with Mr*** and forwarded all documentation to him as of last week on the 11thI have attached a copy of the same documentation hereHe has since forwarded the information to his insurance company and we are awaiting paymentAs of this date, he owes a balance of
$
We refuse to respond to these comments They are untrue, hurtful and malicious in natureWe want to focus on the dispute of $which customer claimed they were chargedThis is our second request for proof of paymentWe are confident that customer will not be able to provide proof since they were never chargedOur staff was here and customer never showed upWe have time cards for employees and rental agreements from customers all documented and time stampedSo customer needs to provide proof of $nowThank you
Customer defaulted on contract and still owes for deficiency balanceThe $was the agreed upon downpayment and contractWe will be pursing legal action against him and his co buyerCustomer needs to understand that you cant just but a car, sign a contract ant then disappear
I called customer and left message
I informed him that we mailed him a check
Thank you
Complaint: ***
I am rejecting this response because: We BEGGED for help? Really? What person goes into a rental car company and BEGS for that company to give them a car? Especially considering the kind of cars this company rents out What a childish and and truly ignorant response I think anyone with half a brain can read that response and see that this company is as low class as it gets I am entitled to good customer service, yes That's what I'm paying for, even if the rates are low, I'm still entitled to good customer service That is not an entitlement mentality, that is an expectation mentality You pay money to a company and you expect good service It's obvious this company doesn't wish to give it, they only wish to insult their customers
Sincerely,
*** ***
Mr ** was very abusive towards our staff from the start.His complaints are highly exaggerated and so far from the actual events that we are not able to respondeasily. His comments are malicious, untrue and hurtful.It began with him complaining that the
first vans air conditioning fan was too loud on the high setting. We found the van to be in working order and exchanged the vehicle for him anyway. We did not charge him for bringing back the vehicle completely trashed and filthy. It smelled like urine and fecal matter. It looked liked homeless people were living in it, just to describe how nasty they were. They left behind both baby and adult diapers that were soiled. Also Hanauma bay is not a hours awayYou can verify on map quest that its only miles away.The female companion apoligized and said HE DOES THIS ALL THE TIME.The reason I am pointing this out, is to show all the exaggerations and drama that the customer creates. The second van complaint regarding the remote key fob not working is ridiculousIt worked perfectly. The truth of the matter is Mr ** damaged the van by admitting to carelessly opening up the rear hatch in a parking structureCDW requires a police report at the scene in the event of a COLLISION Secondly he was not in a collisionHence Collision DamageWaiverCarelessly opening the rear hatch door in a confined space would not be a covered item anyway. we will be forwarding the estimates and demand letter for the damagesWe did collect a $deposit to be used towards the damages that we are entitled to. We graciously exchangedthe second vehicle for himWe did test the remote key fob right in front of him and he looked away and shrugged his shouldersHe insisted that it was the rentals agents fault for the vehicle being damaged.We tried to explain that the key fob is in no way connected to the van being damaged by his carelessness. Now we have a damaged van during a sold out period causing loss of use. Additionally this vehicle came back trashed and filthy just like the first oneIt too had looked like homeless people had been living in itIt too had smelled like urine and fecal matter. They once again left behind both baby and adult diapers that were soiledNasty Nasty NastyThe third van we gave Mr ** was fine until he and his female companion DEMANDED a discount. They both became very unruly and disrespectful to our staffThe police were called and Mr ** would have been arrested for terroristic threatening if not for the simple fact that we felt sorry for his family and decided not to have him arrested. He did take off down the street and abandon his entire family at one pointHe later returned stating that he may be suffering from a mental breakdown. His female companion apologized and once again stated that HE DOES THIS ALL THE TIME. At no time were we preventing Mr ** or his family from entering the vehicleMr ** was given the keys to the third van immediately upon his exchangeHe removed the belongings from the van that he damaged to the exchanged van immediately At no time was he prevented access from either of the vehicles. Mr **'s complaints are filled with so many inaccurate statements.It is amazing to us that he is complainingThis was a very stressful experience on our entire staff
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 I filed this complaint under the advisement of my credit card company yesterday before I had spoken with the manager of the business I'd simply like my money refunded and will discontinue any communication with A-if this is done
Sincerely,
*** ***
Complaint: [redacted]
I am rejecting this response because:I returned the car on the morning of March 12th, the receipt is dated for 3/14/2015. When I returned the car the representative examined the car and opened the driver side door to check mileage and gas level. She then said everything looked fine and drove the car off. If the driver side door handle was broken the representative would have noticed it at this point. What happened to the car between the time we dropped it off and March 14th is unknown, but I am not responsible for the car after the representative accepts it after her examination. I am still awaiting photographs of the broken door handle. The photographs should be dated 3/12/2015 and have a time stamp so we know it was taken near the time of our drop off (approx. 11 am). Until I see this, I will dispute payment for the door handle. Further, this company is extermely disrespectful and a disgrace to Hawaii. You can review their Yelp reviews which are absolutely terrible. People complain about being mistreated and disrespceted. I have called a number of times to request photographs and have been threatened by the manager saying if I return to the business that I will "end up in the hospital." It's too bad these guys want to scam their clients, I return to Oahu regularly and would have used their company if treated with respect.
Sincerely,
[redacted]
We have thoussands of happy customers who return time and time again.
In any business you will have some customers that will never be happy or grateful.
Please consider this undisputed fact, when this customer needed help they begged us for help.
We provided a very low rate during a peak sold out period.
We even extended when they begged us once again for help.
To consider the thousands of happy customers in realationship to a few unhappy ones would be a much more accurate picture.
We work very hard to provide our customers with a less expensive altenative.
The policy that this complaint refers to is the no refunds for early return policy.
This is fully disclosed at the time of the rental agreement.
This customer could have easily declined and rented from somewhere else.
The reality is that they wanted a low rate and everyone else was sold out or had a much higher rate.
So once again we are faced with an ungrateful customer that has the ENTITLED mentality.
They want help but complain HOW you help them!
We help everybody!
Military and civilian.
Her comments are untrue, malicious and hurtful.
We also have military families who have sacrified their lives for this great country.
Respectfully.
When the customer needed help we gave them a significantly lower rate than any of our competitors.
We also allowed them to extend during a high peak rental period while we we sold out at much higher rates.
We have all customers sign and acknowledge that there are no refunds for...
early returns.
Our staff went out of their wat to accomadate these folks.
Instaed of being grateful, they are now complaining.
How unfortunate.
Complaint: [redacted]
I am rejecting this response because:
A1 continues to lie about being present after 9:00pm on Saturday, June 13th. I provided you with documented proof of our repeated calls when no one answered their phone and that documented proof also has the call made the following morning when their own employee stated that they closed at 9:00pm on Saturday. I will once again attached these files. If you call [redacted] and the other rental agencies, they will be able to verify that A1 customers were left stranded Saturday night, June 13th.
I also provided you with our rental contract and let you know that our credit card company stated that an agency like A1 has up to 30 days to request payment. While it isn't currently being charged to our account, we are now obligated to continue monitoring.
Sincerely,
[redacted]
Complaint: 11941186
I am rejecting this response because:
What the business stated about the car lights is not true. The lights on the subject vehicle were left on by the business and I turned them off when I first parked the car not long after I picked up the rental. When the car did not start later in the day and the next morning, I questioned the overall safety of the vehicle. I decided to pursue returning the car because I did not want to risk my or my young son's safety by operating a vehicle that may not be in acceptable driving condition. My overall experience with A-1 was not very good (as I explained in the previous documentation and below) and had I been given proper assistance and at least better customer service and respect, I probably would have opted to exchange the car.
My declining of additional coverage from A-1 has nothing to do with this situation. When I first contacted A-1 about the car being dead, considering that they left the lights on, I expected that they would offer assistance to help me get the vehicle started and returned to the lot. The staff was very unaccommodating and hung up on me and did not return or answer my follow up calls until much later in the day on 1/14/17. When I finally spoke to a lady (agent) at or around 2:30 pm on 1/14/17 she said just get the car started and return it to the lot and the refund will be no problem. I told agent that I had no one to help me until sometime on 1/15/17; she said that was fine. On 1/15/17, as soon as I got the car started, I returned it to A-1. The lady at the front counter with the glasses and blue eyes said that I would have to talk to Panda, who returns to work on 1/18/17, to get the refund.
I am respectfully asking for a full refund of my money because I did not get to use the vehicle that I rented and I did not feel safe driving it and was disappointed with the overall service of A-1.
Sincerely,
Aaron Takaba
We checked the defroster and there were no issues. We checked the windshield wiper fluid and it was over three quarters full. Customer clearly returned the car damaged. We agreed and settled the damages with the customer while he was here.
There is nothing further. Thank you.
I contacted them again and was blatanly lied to. [redacted] was the clerk and informed me that he couldnt find the papaer work and would call as soon as he found it. He didnt and when I call back her informed me that the young man that waited on me was new and was not authorized to process the refund. He asked to call me back after he talked to whoever was in charge of supervising him. This time he did call back and said the deposit was processed on Sat. the 20th and it would be the 3 or 4 days because of my bank. My bank [redacted] said that wasnt true. They immediately took the money out of my account and I find it unacceptable that I have to force the issue to have it refunded. Not to mention so unprofessional. Im a single mother who depended on that refund that is due to me.
To make it crystal clear we always would offer an exchange vehicle. We have no incentive not to.
We offered to contact you. We are expecting that you respond in a civilized manner without drama please.
Customer requested rental using debit card. As one of the few rental agencies that accept debit cards, we allowed her to rent a car with us but require a $1000 deposit. We reduced this amount to $300 to make it easier for her. Refunds take 7 to 10 business days to be processed between banks....
Customer returned the car on the 20th. As of today's date only 4 business days have past. We have checked our records multiple times due to the customers frequent calls. Records show that the refund has indeed been made. There are no employees that hang up on customers. We apologize if you were disconnected. Please don't take it personally.
We request customer to provide proof of early return and that an exchange vehicle was not offered. The fact that we moved 5 minutes from are former location is not a factor in any way.The airport area is under devopment and the rail project is also creating a space issue there. To suggest the...
reason of our move is otherwise is offensive. The few complaints we have had are not worthy of mention in comparison to the thousands of grateful and happy customers that continue to do business with us. Also there are always 2 sides to every story. We will be happy to review proof of return documents. Please provide as your earliest conveinence.
We have already stated our position.
Initial Business Response /* (1000, 8, 2014/08/04) */
This customer rented a car from us that was issued to him with a current safety inspection sticker and registration tag. While in his possession, the sticker was removed from the bumper. Not implying that our customer would have removed...
it, but it was there when we checked the car out to him. It is common knowledge that Officers in the state of Hawaii find outdated safety checks among the most minor of offenses and often do not even bother to pull people over when they see them. They usually use them as add on charge to a moving violation. We did in fact change the car per the customers request with another vehicle that also had a current safety sticker still on the bumper. Addressing his concern about the rear seat that in the picture he provided was lifted up, I personally inspected the vehicle and found that yes, if I did forcefully pull the corner of the rear bench up out of it's mounted position and jammed it against the rear back seat I could make it look like it did in the picture as well. Every car is capable of removing the rear bench seat for service or disassembly. The manner in which he forced the seat corner into is not normal. If the customer had any legitimate concern, he could easily have addressed it upon his inspection before taking the vehicle. We always strive to accommodate our guests. As per the rental contract and inspection sheet that every customer is required to read and sign, there are no refunds on early returns. There was no legitimate problem with our vehicle when he took it off of our location and none of our vehicles have ever been towed period. If he has any issue with the car he currently has, we encourage him to contact us. We will be more than happy to address any concern.
Initial Consumer Rebuttal /* (3000, 10, 2014/08/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
How the mis-truths just keep pouring in from this office ad company.
"This customer rented a car from us that was issued to him with a current safety inspection sticker and registration tag"
FALSE: Please contact the Hawaii PD, the cars license plate was in the picture. They will tell you that the safety inspection was 6-7 months past due. Not sure why the manager is telling this same story over and over again, the sticker was never missing it was/has/is on the car. IT WAS EXPIRED....
I'd call them...
[redacted]
When safety inspections are completed by inspection stations, safety inspection forms are sent to Honolulu for updating and inputting into the Statewide data base
"While in his possession, the sticker was removed from the bumper."
FALSE, the sticker was on there and was still on there when I returned it. Not sure why the manager is telling you a story about stickers being removed. The issue is not the supposedly missing sticker.
IT WAS EXPIRED, AND THE MANAGER is telling un-truths... The sticker was not removed or missing. Did I state this in my initial complaint, NO....
"Not implying that our customer would have removed it, but it was there when we checked the car out to him."
FALSE, that is exactly war you are implying... I had no idea what this sticker was until I was pulled over. I come from the state of colorado which does not have this. I had no idea what it (sticker) was UNTIL I WAS PULLED OVER...
"It is common knowledge that Officers in the state of Hawaii find outdated safety checks among the most minor of offenses and often do not even bother to pull people over when they see them."
Really, lets see the proof????
THEN WHY WAS I PULLED OVER????? He (the officer) saw the expired sticker, pulled me over and then informed me that it had EXPIRED, and then he and I called the rental car agency with my phone, and it was apparent that whoever answered didn't really care, because they just said "ok" and hung up..
"They usually use them as add on charge to a moving violation."
I was unaware that the manager "[redacted]" at this rental car facility was a certified police officer with in depth knowledge of police operations and tactics. For him to make this statement is purely and assumption. No citation was issued, hence there was no moving violation.. I can make assumptions to, but I stick to the facts.
"Addressing his concern about the rear seat that in the picture he provided was lifted up, I personally inspected the vehicle and found that yes, if I did forcefully pull the corner of the rear bench up out of it's mounted position and jammed it against the rear back seat I could make it look like it did in the picture as well. "
THIS IS HOW YOU GAVE IT TO ME.... I never accepted this car because how could one put in a child car seat in this condition??? As I was clearly holding it in my arms...
"The manner in which he forced the seat corner into is not normal"
I DID NOT DO THIS, YOU/THE COMPANY DID THIS. This is why I never took possession of the car to begin with..... This was the way you presented the car to me... I was clearly carrying a child seat for my three year old daughter, and you wanted me to have her sit there? You talk about customer service, what about inspecting the car prior to having me inspect it?
"We always strive to accommodate our guests."
HA... I am literally laughing.... I was treated with the utmost disrespect and treated like a third rate citizen because I am not from Hawaii.... (My opinion as I have dealt with many people based on the color of my skin (as I am part Native American Indian)
"As per the rental contract and inspection sheet that every customer is required to read and sign, there are no refunds on early returns. There was no legitimate problem with our vehicle when he took it off of our location and none of our vehicles have ever been towed period. If he has any issue with the car he currently has, we encourage him to contact us. We will be more than happy to address any concern."
I AGREE. but you gave me a car that was not legal to drive in Hawaii. 6-7 months past due on the safety inspection and the sole reason I was pulled over and informed to return this car to the place I rented it.
"There was no legitimate problem with our vehicle when he took it off of our location"
REALLY? The safety inspection was out of date 6-7 months!!!!
"If he has any issue with the car he currently has, we encourage him to contact us. We will be more than happy to address any concern.""
Really? And be treated with the massive amounts of disrespect as you and your employee did to me? Why would I return or even keep my rental car with you? That is why I returned it early. They provided low quality cars, with high mileage, missing hubs caps, many dents and scratches, takes two times to turn over the engine. Lets also discuss the car my wife has with you. Her key fob docent even work after the first day. Don't worry, we will be filing another complaint about this vehicles key fob.
WORST RENTAL CAR EXPERIENCE I HAVE EVER ENCOUNTERED, bottom line.
All I ask is to be re-inbursed for the remainder of my contract 19-30 July and an OFFICIAL APOLGY LETTER from management A-1/Economy Rental car (Not from the honolulu office). I even returned the car full of gas, when I was given it NOT FULL OF GAS. (as the contract annotated)
Complaint: 11938945
I am rejecting this response because:
1. There was no response to Issue # 1.
2. The response to Issue#2 is misleading - I was NEVER contacted by phone as the company states.
4. I was verbally abused when I dropped off the car and the company has yet to supply a copy of the incident report that I completed regarding the damage to the car that was promised.
Sincerely,
Stephen G[redacted]