There's a sign outside that offers a military discounts with the sales department when buying a car.
Our rates online are the lowest with all discounts already applied.
If he wasn't happy with the rate he could have chosen a different rental agency.The car was not issued dirty, it had been cleaned prior to issue.
Mr. [redacted] was the one who PICKED that car.
IF the car was an issue he should have declined it.
He took the car, signed for it, and used it for the entire period, AND then he trashed it.
Only now is he complaining about the car and the rate.
We refuse to be scammed.
We reject his comments.
There are absolutely no grounds for this complaint.
Initial Business Response /* (1000, 5, 2014/06/19) */
All of our policies are displayed on every website that we are advertised on. Our debit card policies are clearly stated. I will gladly send a screenshot of where this is visible.
Here is a link to our policies as viewed on...
[redacted] where our customer reserved. [redacted]
It clearly states:
Thank you for choosing [redacted] represented by A-1 Rent a Car Hawaii. If you need airport pickup please call [redacted] once you have collected all your bags and we will pick you up curbside at your baggage claim.
We accept debit cards and cash payments with a $1000 deposit. There is a daily service fee of $20/day. We can lower the deposit to only $300 if the customer signs up for one of our Collision Damage Waivers at the counter.
All major credit cards accepted. A credit card guarantee is required with all reservations. Customers who do not show up to rent their reserved car, or do not cancel their reservation at least 72 hours prior to arrival are subject to being charged a one day rental fee.
Before the website allows you to make your reservation, you must submit your card number into the field clearly marked "CREDIT CARD NUMBER". There is no box that exists to check "debit card" as the customer claims.
After entering all required information for the reservation, the customer is then able to click on the "Reserve Now" button. As stated on carrentals.com right above that button, "By selecting Reserve Now, I acknowledge that I have read and accept the Terms of Use and Privacy Policy."
Our policies are again displayed there as well regarding the debit card deposit requirement and service fee. By the customer clicking "reserve now" they agreed to have read and understood. Being so forthcoming and detailed about all of our policies, it is ridiculous to call our company a "scam".
We had this vehicle inspected as soon as it was returned and found no mechanical fault with the steering or brake systems. Our policy is made clear before the rental agreement is opened. There are no refunds on early returns. We...
would have easily found a suitable replacement but the customer was unwilling. Our cars are inspected frequently to ensure they meet safety requirements. We advised the customer that we couldn't process a credit if they were to return the car that day and they acknowledged that they understood the policy prior to leaving with the vehicle. Paying the higher rate at [redacted] could have easily been avoided had they allowed us to show them other cars. We are more than willing to discuss this matter with Mr. Patel directly. We have not received any contact from them and have nothing in our service inquiry. Please feel free to call us at [redacted] or email at [redacted].
Thank you
Complaint: [redacted]
I am rejecting this response because:
I gave my email address and phone number last week. It has been a week and A1 has not contacted me, regarding the refund due
For the car I returned with a expired license plate and expired safety check
I would like for this to be the final communication about my complaint. I will attach more reviews if the Revdex.com would like me to.
Thank you.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because:
I have read through A-1 Auto Sales, LLC response and although I am not trying to make anything personal, many of the statements are flat out lies and false. It is correct that there was a Mitsubishi Eclipse convertible on the lot when we arrived. What A-1 is failing to mention is that the vehicle was not ready to be rented out at the time we arrived. The staff inside noted that it had not been washed and cleaned and would take several minutes to do so. We did go out as mentioned in the response and looked at the trunk and room capacity - which was correctly stated as not being large enough for our bags - or really any bags for that matter. I have attached my confirmation for my car rental above which clearly states that it was for a "STAR Ford mustang Convertible". As for the price difference I have no way to prove what the cost was at the time I booked it - however I remember clearly that the convertible was in fact more expensive than the full size car. I know this because I specifically asked my wife at that time if we should splurge and upgrade for the kids. I can also look on your web site (or any other car rental company for that matter) and see that the convertible clearly rents for more than a full size vehicle. So I'm not sure how A-1 can state that the "midsize and full size vehicles were both HIGHER rates than the convertibles were." As for the statement of my request "to exchange it again for a full size before his return day so that he could fit all of his party and luggage in again" - that statement is flat out false and was never said. We were requesting the car that we rented - the Ford Mustang. In fact, I called more than 5 times during out trip to see if one had been brought in and was told on several occasions that one was coming back within a day or two - but would be going out to someone else. I was then told that we would be called when they had one available. Which I never did receive a call.
As for the flat tire - at the time we returned the car I was told that it would be looked at THAT day and given a true cost. Both I and the front office staff looked at the tire - specifically the inner and outer sidewalls to make sure that there was no damage. It was at that time I was told that a nail repair would be $20-30 dollars, but that I had to put down a $130 deposit for possible tire replacement costs. The receipt that I signed was in protest and I even noted that under my actual signature line. With a wife and 2 kids (6 and 8 year old), I had little options but to sign it and take a replacement car. It is with great concern that I note 2 facts: you state that it sat with a flat in your holding area for 6-7 days - of which additional damage may have occurred. Secondly - the car was driven directly from your facility to our vacation house at Ko Olina. The only construction area that we drove through was YOUR rental property - that is putting up new decking and had boards laying all around the exit area. Finally you state that "the manager made multiple calls to our customers cell phone number that he provided to us to inform him but all went to voice mail" - is a complete lie. I have called A-1 Auto Sales more than 10 times (during and since our vacation) without a single return call. I have left my cell phone number each time, as well as on my number appearing on the actual online reservation. I was doing my absolute best to resolve this issue directly, but did not receive a SINGLE call or voice mail. (I even have a local Hawaii cell phone number) I have left multiple messages for your onsite managers - ([redacted] and [redacted]) and told they would get right back to me with no such luck.
Having lived in Hawaii for over 5 years - I always try to buy and rent local when I can. I am now regretting that decision. As this is the first complaint that I have ever issued with the Revdex.com, I ask that you take this seriously. I have since gone back and read reviews on travel sites (trip adviser) and see the true nature of this company. It appears that this may be common practice to charge the way A-1 does. Due to the complete lack of customer service and unwillingness to call me back - I do not expect A-1 to resolve this issue. In this response I have also let my credit card company aware of the ongoing issues I am having with A-1 and they are filing a formal dispute as well (the first time in my life I have had to go through them to resolve an issue).
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because:
The business' response does not address the fact that I was charged double the advertised rate for a car that I did not want.
On the first day of the rental, the business did offer to cancel my rental and return me to the airport. This is after spending nearly two hours dealing with the agent. This would have left me with the possibility of not getting a vehicle at all for the entire week, so I chose to take the business' substitute vehicle until such time that the correct vehicle which I reserved showed up.
However, after a week, the higher priced convertible never materialized, yet the business still overcharged me at the higher rate of a convertible in exchange for a 6 year old sedan which rents for half the price. At no point did I agree to be charged the rate of a convertible ($299) to drive a sedan ($155).
To say that I did so is pure fraud. My previous points about the honesty and integrity (or should I say lack there of) are validated by this business' response to my complaint.
Sincerely,
[redacted]
Initial Business Response /* (1000, 6, 2014/04/02) */
Having completed our investigation of this case, it is confirmed on our end that we did not receive any of the cash payments that this customer is claiming to have made. This account has been delinquent since the first rental extension....
We were told by our customer that they were in a very tight spot and needed our help. They requested that we extend their rental and promised to deliver a cash payment on a later date when there would be more funds available to them. This would normally not be allowed by company policy and was only allowed with authorization from [redacted] to help them. Unfortunately, the customer did not hold to their end of the agreement and did not make payment to us. In regards to their claim that they were advised by [redacted] that they did not need to re-contract for their extended time is false.Our customer is claiming to have made multiple payments in cash which we have no records of and their account is still in collections as of this date. Our customer was never advised that their account was clear. We have made dozens of calls to the numbers provided to us in attempt to collect and clarify. We either get no answer or a male who refuses to identify himself and says that Maulupe is unavailable. We will deny our customers request for a refund to her card as we are still owed hundreds of dollars.
Initial Consumer Rebuttal /* (3000, 8, 2014/04/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First of all we paid cash up front. we never in a tight spot as they claim. we paid for a week. I have bank statements stating that they took the money from my account. we were only one day late and we paid that one day late. we gave the cash money to [redacted]. everytime we extended our car we paid cash before even driving off the lot. I dont any rental car company would give us the car and take a word of a customer to pay later. that means they would lose business. When I spoke to [redacted] he said, our case was close and paid in full. but then they kept taking money out opf my card as far as december and my transaction with them was from October. using my card without my authorization and I paid cash with the 2nd car. the car I paid the credit card with was for a week and turned in on time, that shouldve been close-because the other car was paid with cash and my credit card was not assoicated with 2nd rental-bottom line we extended our rental with cash everytime we went in to renew and panda took the cash-he said, we didnt have to renew the contract on the 2nd car because we are not turning in the car and it should be good. I dont owe them nothing, I need them to stop running my card.
Final Business Response /* (1000, 13, 2014/04/22) */
As previously stated, our customer's account is still delinquent and is currently in collections. We have checked our records multiple times and show no cash payments being made to us. It is our company policy to issue receipts for every single cash transaction we perform so we can accurately track our balances. We extended a form of credit to this family to assist with their transportation needs being promised that the bill would be paid at a later date when they had the money to do so. The car was returned days past the scheduled due in time and when we approached them regarding the balance they claimed to not have the money to pay us yet. This account has been in collections ever since. We have not charged and will not charge any more than we are due. Our company has already taken a loss on this contract and we are being taken advantage of.
Complaint: [redacted]
I am rejecting this response because: My issues were not addressed in their response. The issues are the followoing: 1. I was expecting a clean, well maintained vehicle inside and out.
After a few miles of drving off to our hotel we noticed the odor of cigarettes to which I am extremely sensiitve; and, my passenger was unable to adjust her seat back and forth vertically.
2. When I requested a reduction in price due to the switch from [redacted] to compact since they said they didn't have another one in the size I had originally reserved they refused to adjust the price.
3. They made no effort to be conciliatory when I returned the car the next day because it was so objectionable.
NOTE: It should be noted that after returning to my hotel and renting from an on-site rental company, there was no comparison regarding the professionalism of their staff, the excellent condtion of their vehicles to that of A-1
willing to take
In summary, I can see that based on their (A-1)vague response to my compalint that they are not willing to take responsibility for their behavior, nor is customer service of any interest to them
Sincerely,
Per customer he did not show up to pick up the car on day one. We were not at any fault and had the car ready per reservation agreement he was charged the no show fee.Per customer he did request a new booking for the next day. Every customer has a choice to accecpt or decline coverage. No...
customer is ever told to go somewhere else weather they accect or decline coverage. We are not in business to expend our resources to pick up customers and send them away without a car. Per customer he had us hold a car for him the second time and did not pay for it. Hence the second charge. We spoke with customer yesterday and had a difficult time communicating since we could not get a word in edge wise.
We were not at fault for either no show/cancellation.
We told customer that we would consider giviing a credit if he discontinued harrassing us. That was yesterday! We are very disappointed to get this complaint immediately thereafter.
This is the same type of expeirence we had at the rental counter and on the telephone with him.
We will consider helping customer purely out of goodwill but will not be forced due to no fault of our company.
We will reach out to customer once again.
As customer confirms that he did accept rental car instead of canceling. He did sign rental agreement. Customer could have easily declined rental. He did not spend more than a few minutes with rental agent. To say 2 hours is highly exaggerated as with the rest of his comments. He could have also returned the rental on the third day as he claims he stopped by since there were many option at several other rental companies. In fact he could have easily refused to rent the car and accept a shuttle from us back to the airport on day one and rented a car from any of the other car rental companies. To keep the rental the entire time and then ask for a refund is not acceptable. We flatly reject his other untrue and highly exaggerated comments. The customer could have prevented the entire dispute if he simple would have refused the rental, accepted our offer to cancel and accepted our shuttle back to the airport. Once again, to use the rental the entire time and then demand a refund is unacceptable. Summary: We rent thousands of cars with thousands of happy customers. As in any high volume business we do have a few that are unhappy customers. However it is rare for a customer to use a rental for the entire time and then demand a refund. We wish him the best.
(The consumer indicated he/she DID NOT accept the response from the business.)
It is stated in the Business's response "We held the car due to our contractual obligation". I find this very, very hard to believe. I telephoned the A-1 Auto directly more the 24 hrs ahead of the scheduled pick up time. They could have easily given the car to another customer, if another customer actually existed, which I doubt.
At that time I had already been physically present in Honolulu for several days. As a result I saw first hand how the public panicked in anticipation of a disaster that was a real possibility. The entire island was under hurricane warning for that day. People were very clearly warned by the authorities against travel. I personally know individuals who were told by their employers not to come to work. Also, public transportation on that day was seriously compromised. (Buses were not running as usual). There was no feasible way I could get public transportation to the airport to pick up the car.
Also, the 72 hour requirement, that the business refers to is buried so deep in the fine print as not to be noticed.
Complaint: [redacted]
I am rejecting this response because:
I...
do not have the rental agreement because I DID NOT rent it. The response from the business conflict to their action. If they didn't have the rental agreement, how could they charge on my credit card. I attached two credit card statements to show that A1 charged me and my husband in 2 credit cards. One is right, which is under [redacted]. But the charge under [redacted] is not correct. Please make action to resolve it.
Sincerely,
[redacted]
There is no law that restricts us from placing a charge on your credit card for damages to our rental property. You willingly paid a...
deposit for damages as agreed upon on your rental contract that you signed. You willingly signed a receipt for said charges. I have attached a scanned copy of your rental agreement and credit card slip where these are evident. Our vehicle is still in line at the body shop to be repaired. Upon which time you will receive a complete breakdown for any repairs and loss. Also, Please note the inspection sheet that you signed off on depicting all damages on the car before leaving our property with it. We have also attached pictures of the damage in question. If you have any questions or concerns please contact me at your convenience.Mahalo,[redacted]
Complaint: [redacted]
I am rejecting this response because:
Aloha,
I received an email about my complaint about A-1 Auto Sales. The employer had processed my credit card without letting me know. The employer told me negative response about my service and he was telling lies every time I talk to him:
1) Returned the car late the following day
2) Left the car outside the business
3) Damage the car
I never have bad and awful experience of my life. I returned the car in good shape with a wash and a full tank of gas and handled the keys to the employee. If people in Honolulu does not know how to treat customers while on vacation, I would never come back there.
If you have any questions, please reply back. Thank you.
We have already stated our position on this matter. We need proof that customer returned vehicle early, in order to review. If customer truley had a concern about the vehicle we could have easily have exchanged it.
Unrelated transactions are not direct knowledge of customer and will not be considered. It is not necessary for customer to make such offensive comments to bolster his complaint. We have customers signed rental agreement and signed policy and condition report which clearly states our policies. If customer really brought car back with a concern AND was not offered an exchange then we would need to review it.
The others statements he made are at best......inaccurate, irrelavent and untrue. It is difficult to work with someone who makes malicious and hurtful comments, especially since they are not true.
Respectfully
We were open until 10pm. Our shuttle service ran until 10pm as well. We are not in the business of not renting cars, that would be counter productive and would not be profitable. Please provide documentation of credit card charge for $143.15. We would be very interested in looking at...
it.We believe that it does not exist. We will await the documentation. Thank you.
The tires were fine at the time the customer took delivery. Per their statement the problem occurred after they left our property and were driving. They had run over something on the road like a nail or screw which caused the tire to leak slowly. When the customer did inform us of the issue we...
offered to immediately exchange the vehicle and have the tire inspected. Per the customers statement they declined to bring the car back. Eventually once the car was brought in to our facility we requested the customer to pay the $150 plus tax to replace the tire. The tire was damaged very close to the sidewall and also by driving on the tire while it was going flat. This was not caused by wear and tear. This was caused due to road debris and the customers failure to promptly address the issue.
This is the original receipt for door handle replacement. Car was pulled from rental, mechanics took door apart, painted handle to match color and then replaced part. We would not replace handle for no reason. This is the only 05 Altima 3.5 we have in our company fleet.We are sorry customer...
does not accecpt responsibility. It cost a lot of time and money to remove a car from active use. Customer signed rental agreement which clearly states that he will be responsible for damages. At this time it is under management review.
There's a sign outside that offers a military discounts with the sales department when buying a car.
Our rates online are the lowest with all discounts already applied.
If he wasn't happy with the rate he could have chosen a different rental agency.The car was not issued dirty, it had been cleaned prior to issue.
Mr. [redacted] was the one who PICKED that car.
IF the car was an issue he should have declined it.
He took the car, signed for it, and used it for the entire period, AND then he trashed it.
Only now is he complaining about the car and the rate.
We refuse to be scammed.
We reject his comments.
There are absolutely no grounds for this complaint.
Initial Business Response /* (1000, 5, 2014/06/19) */
All of our policies are displayed on every website that we are advertised on. Our debit card policies are clearly stated. I will gladly send a screenshot of where this is visible.
Here is a link to our policies as viewed on...
[redacted] where our customer reserved. [redacted]
It clearly states:
Thank you for choosing [redacted] represented by A-1 Rent a Car Hawaii. If you need airport pickup please call [redacted] once you have collected all your bags and we will pick you up curbside at your baggage claim.
We accept debit cards and cash payments with a $1000 deposit. There is a daily service fee of $20/day. We can lower the deposit to only $300 if the customer signs up for one of our Collision Damage Waivers at the counter.
All major credit cards accepted. A credit card guarantee is required with all reservations. Customers who do not show up to rent their reserved car, or do not cancel their reservation at least 72 hours prior to arrival are subject to being charged a one day rental fee.
Before the website allows you to make your reservation, you must submit your card number into the field clearly marked "CREDIT CARD NUMBER". There is no box that exists to check "debit card" as the customer claims.
After entering all required information for the reservation, the customer is then able to click on the "Reserve Now" button. As stated on carrentals.com right above that button, "By selecting Reserve Now, I acknowledge that I have read and accept the Terms of Use and Privacy Policy."
Our policies are again displayed there as well regarding the debit card deposit requirement and service fee. By the customer clicking "reserve now" they agreed to have read and understood. Being so forthcoming and detailed about all of our policies, it is ridiculous to call our company a "scam".
We had this vehicle inspected as soon as it was returned and found no mechanical fault with the steering or brake systems. Our policy is made clear before the rental agreement is opened. There are no refunds on early returns. We...
would have easily found a suitable replacement but the customer was unwilling. Our cars are inspected frequently to ensure they meet safety requirements. We advised the customer that we couldn't process a credit if they were to return the car that day and they acknowledged that they understood the policy prior to leaving with the vehicle. Paying the higher rate at [redacted] could have easily been avoided had they allowed us to show them other cars. We are more than willing to discuss this matter with Mr. Patel directly. We have not received any contact from them and have nothing in our service inquiry. Please feel free to call us at [redacted] or email at [redacted].
Thank you
Complaint: [redacted]
I am rejecting this response because:
I gave my email address and phone number last week. It has been a week and A1 has not contacted me, regarding the refund due
For the car I returned with a expired license plate and expired safety check
I would like for this to be the final communication about my complaint. I will attach more reviews if the Revdex.com would like me to.
Thank you.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because:
I have read through A-1 Auto Sales, LLC response and although I am not trying to make anything personal, many of the statements are flat out lies and false. It is correct that there was a Mitsubishi Eclipse convertible on the lot when we arrived. What A-1 is failing to mention is that the vehicle was not ready to be rented out at the time we arrived. The staff inside noted that it had not been washed and cleaned and would take several minutes to do so. We did go out as mentioned in the response and looked at the trunk and room capacity - which was correctly stated as not being large enough for our bags - or really any bags for that matter. I have attached my confirmation for my car rental above which clearly states that it was for a "STAR Ford mustang Convertible". As for the price difference I have no way to prove what the cost was at the time I booked it - however I remember clearly that the convertible was in fact more expensive than the full size car. I know this because I specifically asked my wife at that time if we should splurge and upgrade for the kids. I can also look on your web site (or any other car rental company for that matter) and see that the convertible clearly rents for more than a full size vehicle. So I'm not sure how A-1 can state that the "midsize and full size vehicles were both HIGHER rates than the convertibles were." As for the statement of my request "to exchange it again for a full size before his return day so that he could fit all of his party and luggage in again" - that statement is flat out false and was never said. We were requesting the car that we rented - the Ford Mustang. In fact, I called more than 5 times during out trip to see if one had been brought in and was told on several occasions that one was coming back within a day or two - but would be going out to someone else. I was then told that we would be called when they had one available. Which I never did receive a call.
As for the flat tire - at the time we returned the car I was told that it would be looked at THAT day and given a true cost. Both I and the front office staff looked at the tire - specifically the inner and outer sidewalls to make sure that there was no damage. It was at that time I was told that a nail repair would be $20-30 dollars, but that I had to put down a $130 deposit for possible tire replacement costs. The receipt that I signed was in protest and I even noted that under my actual signature line. With a wife and 2 kids (6 and 8 year old), I had little options but to sign it and take a replacement car. It is with great concern that I note 2 facts: you state that it sat with a flat in your holding area for 6-7 days - of which additional damage may have occurred. Secondly - the car was driven directly from your facility to our vacation house at Ko Olina. The only construction area that we drove through was YOUR rental property - that is putting up new decking and had boards laying all around the exit area. Finally you state that "the manager made multiple calls to our customers cell phone number that he provided to us to inform him but all went to voice mail" - is a complete lie. I have called A-1 Auto Sales more than 10 times (during and since our vacation) without a single return call. I have left my cell phone number each time, as well as on my number appearing on the actual online reservation. I was doing my absolute best to resolve this issue directly, but did not receive a SINGLE call or voice mail. (I even have a local Hawaii cell phone number) I have left multiple messages for your onsite managers - ([redacted] and [redacted]) and told they would get right back to me with no such luck.
Having lived in Hawaii for over 5 years - I always try to buy and rent local when I can. I am now regretting that decision. As this is the first complaint that I have ever issued with the Revdex.com, I ask that you take this seriously. I have since gone back and read reviews on travel sites (trip adviser) and see the true nature of this company. It appears that this may be common practice to charge the way A-1 does. Due to the complete lack of customer service and unwillingness to call me back - I do not expect A-1 to resolve this issue. In this response I have also let my credit card company aware of the ongoing issues I am having with A-1 and they are filing a formal dispute as well (the first time in my life I have had to go through them to resolve an issue).
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because:
The business' response does not address the fact that I was charged double the advertised rate for a car that I did not want.
On the first day of the rental, the business did offer to cancel my rental and return me to the airport. This is after spending nearly two hours dealing with the agent. This would have left me with the possibility of not getting a vehicle at all for the entire week, so I chose to take the business' substitute vehicle until such time that the correct vehicle which I reserved showed up.
However, after a week, the higher priced convertible never materialized, yet the business still overcharged me at the higher rate of a convertible in exchange for a 6 year old sedan which rents for half the price. At no point did I agree to be charged the rate of a convertible ($299) to drive a sedan ($155).
To say that I did so is pure fraud. My previous points about the honesty and integrity (or should I say lack there of) are validated by this business' response to my complaint.
Sincerely,
[redacted]
Initial Business Response /* (1000, 6, 2014/04/02) */
Having completed our investigation of this case, it is confirmed on our end that we did not receive any of the cash payments that this customer is claiming to have made. This account has been delinquent since the first rental extension....
We were told by our customer that they were in a very tight spot and needed our help. They requested that we extend their rental and promised to deliver a cash payment on a later date when there would be more funds available to them. This would normally not be allowed by company policy and was only allowed with authorization from [redacted] to help them. Unfortunately, the customer did not hold to their end of the agreement and did not make payment to us. In regards to their claim that they were advised by [redacted] that they did not need to re-contract for their extended time is false.Our customer is claiming to have made multiple payments in cash which we have no records of and their account is still in collections as of this date. Our customer was never advised that their account was clear. We have made dozens of calls to the numbers provided to us in attempt to collect and clarify. We either get no answer or a male who refuses to identify himself and says that Maulupe is unavailable. We will deny our customers request for a refund to her card as we are still owed hundreds of dollars.
Initial Consumer Rebuttal /* (3000, 8, 2014/04/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First of all we paid cash up front. we never in a tight spot as they claim. we paid for a week. I have bank statements stating that they took the money from my account. we were only one day late and we paid that one day late. we gave the cash money to [redacted]. everytime we extended our car we paid cash before even driving off the lot. I dont any rental car company would give us the car and take a word of a customer to pay later. that means they would lose business. When I spoke to [redacted] he said, our case was close and paid in full. but then they kept taking money out opf my card as far as december and my transaction with them was from October. using my card without my authorization and I paid cash with the 2nd car. the car I paid the credit card with was for a week and turned in on time, that shouldve been close-because the other car was paid with cash and my credit card was not assoicated with 2nd rental-bottom line we extended our rental with cash everytime we went in to renew and panda took the cash-he said, we didnt have to renew the contract on the 2nd car because we are not turning in the car and it should be good. I dont owe them nothing, I need them to stop running my card.
Final Business Response /* (1000, 13, 2014/04/22) */
As previously stated, our customer's account is still delinquent and is currently in collections. We have checked our records multiple times and show no cash payments being made to us. It is our company policy to issue receipts for every single cash transaction we perform so we can accurately track our balances. We extended a form of credit to this family to assist with their transportation needs being promised that the bill would be paid at a later date when they had the money to do so. The car was returned days past the scheduled due in time and when we approached them regarding the balance they claimed to not have the money to pay us yet. This account has been in collections ever since. We have not charged and will not charge any more than we are due. Our company has already taken a loss on this contract and we are being taken advantage of.
Complaint: [redacted]
I am rejecting this response because: My issues were not addressed in their response. The issues are the followoing: 1. I was expecting a clean, well maintained vehicle inside and out.
After a few miles of drving off to our hotel we noticed the odor of cigarettes to which I am extremely sensiitve; and, my passenger was unable to adjust her seat back and forth vertically.
2. When I requested a reduction in price due to the switch from [redacted] to compact since they said they didn't have another one in the size I had originally reserved they refused to adjust the price.
3. They made no effort to be conciliatory when I returned the car the next day because it was so objectionable.
NOTE: It should be noted that after returning to my hotel and renting from an on-site rental company, there was no comparison regarding the professionalism of their staff, the excellent condtion of their vehicles to that of A-1
willing to take
In summary, I can see that based on their (A-1)vague response to my compalint that they are not willing to take responsibility for their behavior, nor is customer service of any interest to them
Sincerely,
Per customer he did not show up to pick up the car on day one. We were not at any fault and had the car ready per reservation agreement he was charged the no show fee.Per customer he did request a new booking for the next day. Every customer has a choice to accecpt or decline coverage. No...
customer is ever told to go somewhere else weather they accect or decline coverage. We are not in business to expend our resources to pick up customers and send them away without a car. Per customer he had us hold a car for him the second time and did not pay for it. Hence the second charge. We spoke with customer yesterday and had a difficult time communicating since we could not get a word in edge wise.
We were not at fault for either no show/cancellation.
We told customer that we would consider giviing a credit if he discontinued harrassing us. That was yesterday! We are very disappointed to get this complaint immediately thereafter.
This is the same type of expeirence we had at the rental counter and on the telephone with him.
We will consider helping customer purely out of goodwill but will not be forced due to no fault of our company.
We will reach out to customer once again.
As customer confirms that he did accept rental car instead of canceling. He did sign rental agreement. Customer could have easily declined rental. He did not spend more than a few minutes with rental agent. To say 2 hours is highly exaggerated as with the rest of his comments. He could have also returned the rental on the third day as he claims he stopped by since there were many option at several other rental companies. In fact he could have easily refused to rent the car and accept a shuttle from us back to the airport on day one and rented a car from any of the other car rental companies. To keep the rental the entire time and then ask for a refund is not acceptable. We flatly reject his other untrue and highly exaggerated comments. The customer could have prevented the entire dispute if he simple would have refused the rental, accepted our offer to cancel and accepted our shuttle back to the airport. Once again, to use the rental the entire time and then demand a refund is unacceptable. Summary: We rent thousands of cars with thousands of happy customers. As in any high volume business we do have a few that are unhappy customers. However it is rare for a customer to use a rental for the entire time and then demand a refund. We wish him the best.
(The consumer indicated he/she DID NOT accept the response from the business.)
It is stated in the Business's response "We held the car due to our contractual obligation". I find this very, very hard to believe. I telephoned the A-1 Auto directly more the 24 hrs ahead of the scheduled pick up time. They could have easily given the car to another customer, if another customer actually existed, which I doubt.
At that time I had already been physically present in Honolulu for several days. As a result I saw first hand how the public panicked in anticipation of a disaster that was a real possibility. The entire island was under hurricane warning for that day. People were very clearly warned by the authorities against travel. I personally know individuals who were told by their employers not to come to work. Also, public transportation on that day was seriously compromised. (Buses were not running as usual). There was no feasible way I could get public transportation to the airport to pick up the car.
Also, the 72 hour requirement, that the business refers to is buried so deep in the fine print as not to be noticed.
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]
They were aware when I returned the car.
Complaint: [redacted]
I am rejecting this response because:
I...
do not have the rental agreement because I DID NOT rent it. The response from the business conflict to their action. If they didn't have the rental agreement, how could they charge on my credit card. I attached two credit card statements to show that A1 charged me and my husband in 2 credit cards. One is right, which is under [redacted]. But the charge under [redacted] is not correct. Please make action to resolve it.
Sincerely,
[redacted]
Customer arrived after our hours of operation. We offered her a couple of options the next day which she chose not to take.
There is no law that restricts us from placing a charge on your credit card for damages to our rental property. You willingly paid a...
deposit for damages as agreed upon on your rental contract that you signed. You willingly signed a receipt for said charges. I have attached a scanned copy of your rental agreement and credit card slip where these are evident. Our vehicle is still in line at the body shop to be repaired. Upon which time you will receive a complete breakdown for any repairs and loss. Also, Please note the inspection sheet that you signed off on depicting all damages on the car before leaving our property with it. We have also attached pictures of the damage in question. If you have any questions or concerns please contact me at your convenience.Mahalo,[redacted]
Complaint: [redacted]
I am rejecting this response because:
Aloha,
I received an email about my complaint about A-1 Auto Sales. The employer had processed my credit card without letting me know. The employer told me negative response about my service and he was telling lies every time I talk to him:
1) Returned the car late the following day
2) Left the car outside the business
3) Damage the car
I never have bad and awful experience of my life. I returned the car in good shape with a wash and a full tank of gas and handled the keys to the employee. If people in Honolulu does not know how to treat customers while on vacation, I would never come back there.
If you have any questions, please reply back. Thank you.
[redacted]
Sincerely,
[redacted]
We have already stated our position on this matter. We need proof that customer returned vehicle early, in order to review. If customer truley had a concern about the vehicle we could have easily have exchanged it.
Unrelated transactions are not direct knowledge of customer and will not be considered. It is not necessary for customer to make such offensive comments to bolster his complaint. We have customers signed rental agreement and signed policy and condition report which clearly states our policies. If customer really brought car back with a concern AND was not offered an exchange then we would need to review it.
The others statements he made are at best......inaccurate, irrelavent and untrue. It is difficult to work with someone who makes malicious and hurtful comments, especially since they are not true.
Respectfully
We were open until 10pm. Our shuttle service ran until 10pm as well. We are not in the business of not renting cars, that would be counter productive and would not be profitable. Please provide documentation of credit card charge for $143.15. We would be very interested in looking at...
it.We believe that it does not exist. We will await the documentation. Thank you.
The tires were fine at the time the customer took delivery. Per their statement the problem occurred after they left our property and were driving. They had run over something on the road like a nail or screw which caused the tire to leak slowly. When the customer did inform us of the issue we...
offered to immediately exchange the vehicle and have the tire inspected. Per the customers statement they declined to bring the car back. Eventually once the car was brought in to our facility we requested the customer to pay the $150 plus tax to replace the tire. The tire was damaged very close to the sidewall and also by driving on the tire while it was going flat. This was not caused by wear and tear. This was caused due to road debris and the customers failure to promptly address the issue.
This is the original receipt for door handle replacement. Car was pulled from rental, mechanics took door apart, painted handle to match color and then replaced part. We would not replace handle for no reason. This is the only 05 Altima 3.5 we have in our company fleet.We are sorry customer...
does not accecpt responsibility. It cost a lot of time and money to remove a car from active use. Customer signed rental agreement which clearly states that he will be responsible for damages. At this time it is under management review.