Complaint: [redacted]
I am rejecting this response because:
There are several inaccuracies in this response. First, when I noticed the tire warning light on, I immediately pulled over and put air in all the tires, which were all low in pressure. The tire warning light disappeared and I didn't feel as though it was an issue to address with the rental facility at that time, because the tire(s) seemed to be holding air. Later that evening when I walked out to the car where it had been parked for several hours, we noticed the one of the tires was completely flat. It was at no time driven while flat. I had to call A-1 Rental several times before I could get an agent to answer, to notify them of the situation and ask what should be done. They said I would have to put the spare on myself, and drive the car back to their facility (again over an hour away, so in total about 3 hours of my time), however they were closing in the next 10 minutes. There was absolutely no accomodation or willingness to help on their part. I did NOT refuse to bring the car back. Instead, I had to call [redacted], have them put the spare on the car, and then rearrange my schedule for the next morning to drive all the way back to Honolulu to exchange the vehicle. At that time, I asked that they inspect the tire, but was told by the rental agent that the mechanic was not available, and in order to get another rental, it was required to pay the $150 fee. That was NOT a request, but a demand. Several other customers were standing around and also could not believe this ridiculous policy. The rental agent and I both inspected the tire and she agreed that no damage to the tire or vehicle to showed that a curb had been hit. If that were the cause of the tire going flat however was due to a nail or screw, that is an unavoidable situation that for all professional rental car agenices would be cover. It is not the responsibility of the individual renting the car to assure the general maintenance of the vehicle. I asked to talk to a manager, as I did not see why I would be responsible for the $150, but again was told no manager was on site at the time. The rental agent said I needed to pay the money, and she would have the manager review the situation, follow up with me, and credit my account prior to dropping off the new rental. Because I could not waste any additional time, I reluctantly paid the money, and took the new rental. When it was time to return the new rental on August 1st, I asked to see the manager. And again was told the manager was not available. When I asked if the mechanic had taken a look at the tire, the rental agent told me it appeared they had and all charges would be credited, however she needed the managers authorization to do so. I had a plane to catch, so had to leave before talking to the manager. I then called DAILY for 2 weeks straight to speak to the manager. Either I was put on hold for over an hour before hanging up, or was told the manager was unavailable. I finally left a message stating that I was going to file a complaint with the Revdex.com if someone did not return my call. I still have not heard back from them. The tire going flat was no fault of mine, and I did address the situation as soon as I noticed an issue. I expected that when I rented a car from A-1, that it would a vehicle that was well maintained and in working order. It is ridiculous that a customer would be held responsible for a tire where there was absolutely no sign of damage to cause it to go flat. It is also unacceptable that I was forced to pay the $150 in order to get a working vehicle, and then not be able to discuss the charge with a manager. I don't know how a business such as this continues to operate. I should have paid attention to the numerous poor reviews they have received on line.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because:
We are still waiting on payment of $1500 back from A1 rental.
On Tuesady, 23 Jun, [redacted] provided a status of payment of check they received from [redacted] on 2 Jun. However, he said he is working getting remaining balance from [redacted] according to the repair estimate. He said he will not release the full amount of my withholding of $1500 until they received the remaining from [redacted].
There were few statements from A1 rental that didn't match with my record.
The driver was interested in making repair payment on her own at first, but she had informed [redacted] and I that the claim request will be processed through her [redacted] same day, 15 Jan. This can be verify with the driver and her party.
I have sent an email to A1 rental in March asking for claim status report but no luck receiving any response. I have sent another email in May to A1 Rental and the driver and found out the claim was not properly submitted.
Please understand that I'm not pointing finger to who and what didn't happen. I want to inform everyone the detail so we can move on with correct information to help resolve this issue.
Last week, I have found out about a partial payment amount of check (~$1600) was sent to A1 rental. [redacted] said he will release my $1500 once he verify check amount of $1500 or more.
I didn't receive a confirmation of check from him until, 23 Jun.
I appreciate your quick response through Revdex.com.
[redacted] had informed me that your team is working this issue. Please keep us inform on status.
response because: a convertible was not offered. That is in fact what I had reserved. They had none and gave me a sedan that was of a lower class. They promised to call when a convertible came in, but failed to do so.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because: This vehicle was returned early, because the proper documentations for the vehicle was not up to date. Which...
included registration and insurance. I called the insurance company at the time and they said that the insurance had elapsed. Also, the MP's on Wheeler Army Air Field would not allow us on the base do to the fact the vehicle was not being registered nor did it have insurance. The Sergeant was going to take the vehicle but understood that it was a rental, so he let us go. I have already provided proof that I returned this vehicle early and rented from [redacted] rent a car for the remaining of my stay in Hawaii. The company refused to give me a receipt because they said it was against their policy. I have tried calling but they just hang up on me or leave me on hold. I was left on hold for nearly an hour the last time I called to get a receipt. I do not think that this is an appropriate response from the company. The company should have to provide paper work and a receipt of the transaction. My credit card company had reversed the charges because the company would not give them a receipt of the transaction nor would they provide them with the documentation for the vehicle, so they could check to see if the vehicle had insurance during that time nor would they provide them with the information to check the registration. Also [redacted] backed my claim regarding renting another vehicle during this same time. I told my credit card company ([redacted]) that I think it is fair to only reimburse me back the amount that the manager from A-1 Rental ([redacted]) agreed upon, so I was reimbursed $140.34 late last month. [redacted] had since flagged A-1 Rental as a fraudulent company in their system. The vehicle I rented was a white Chevy Impala. I also attached a picture that I took of the expired vehicle inspection. The vehicle inspection clearly shows that the vehicle information was expired during the time I rented the vehicle, so I returned it to prevent from possibly getting a ticket. The vehicle inspection expired on 10/31/2014 ([redacted]) and the decal to the right is probably the registration 2014 ([redacted]). The attached documentation is my proof that I retuned the vehicle early and rented from [redacted]. It shows the expired tags which is why I retuned the vehicle.The company should be audited by the IRS and the FBI should conduct a investigation as well, because what they are doing is wrong.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because:
1: The sign outside of the building states that they offer military discounts. This discount was not delivered.
2: The vehicle was dirty to begin with. I refused to initial the paperwork that stated that it was clean. Had it been clean, I would have initialed the paperwork stating that it was clean. Had it been clean, I would have authorized a cleaning fee if it was returned dirty.
Sincerely,
Ryan Parry
Aloha, After having pulled this unit in question related to Mr. [redacted] rental agreement, a full vehicle inspection was performed to verify the noted issues with the top not latching, excessive body damage, door handle not staying on and bald tires. We have found NONE of these issues to be...
evident. We delivered a 2 door sports convertible to our customer as promised on the website he made the reservation. We never promised him any sort of discount. He was unsatisfied with the first vehicle we presented him and let him pick another one that he was satisfied with. He signed for it and left our facility. He did not bring the car back in the same condition in which it was issued. The check-in agents are there strictly to inspect the vehicle for any new body damage and to record the amount of gas and miles. As the customer returned the car with no new damage and with the proper amount of gas, he would have been given the OK to go. After the car goes to the detailing area, the car detailers will flag the car for a cleaning fee if it is returned excessively dirty. If Mr. [redacted] returned his car to us as he said it was given, we would not have charged him a cleaning fee.
Complaint: [redacted]
I am rejecting this response because: Your allegations are incorrect. How can there be a cigarette odor when none of the parties smoke. Furthermore, what reasonable person would believe you spent $300 to clean the car when it was already a mess in the car in the first place.
Sincerely,
[redacted]
We clearly have customers intial to accecpt or declined any and all optional coverages.Nothing is mandatory.
We never want to lose the rental income since that would cause us signifiacant loss of revenue.
This would be counter productive of what we are trying to...
accomplish.
We do not understand where the communication gap is.
We will be reaching out to customer to gain a better understanding.
Thank you.
Initial Business Response /* (1000, 5, 2014/02/27) */
This person worked for us less than 30 days and had issues continuously. Shortly after he started he claimed his sister, aunt and he were homeless and wanted to buy a car to live in and transportation to come to work. He was familiar with...
our inventory and asked to purchase a 98 Honda Civic. He acknowledge and signed that it would be an AS IS sale. He agreed and the keys were given to him. He started complaining shortly after since he was not very proficient at driving a manuel shift. He did in fact cause damage to the clutch. Because he was an employee here we offered to exchange the vehicle for a different one. The second car was an automatic which seemed to be a better choice. He drove the car home. The next day he complained again and once again we offered to change the vehicle. He then notified us that he was going to move off island and no longer wanted a car anymore. He also resigned from his position as an employee. He left and we owe him nothing. We will be contacting him to collect the balance of the vehicle.
Our customer has been sending numerous emails to an automated forwarding email. We do not check that account and he was informed of that over the phone when he mentioned it. Every time he has called I PERSONALLY answered and returned his phone calls and encouraged him to reach out to me throughout the process if he needed help or had any questions. It is not our fault that the local FIAT dealership underwent a huge relocation process and was unable to answer our requests to them. We did everything we were obligated to do within our contract. We provided the car and services as reserved, the customer declined our collision damage waiver accepting full financial responsibility and brought the car back damaged. We requested a parts invoice from the dealership immediately and was informed that they temporarily unavailable to take new orders or cars as they were in transition. We made requests every week until it was fulfilled. In the meantime our customer would call us and I would inform him of this repeatedly! We have been more than accommodating to his calls every week. We have been "Nice" throughout this entire process. Contacting the Revdex.com does not alter our course of conduct. Perhaps our customer should be more careful when driving the next time or consider purchasing the proper damage waivers for the convenience of walking away with no responsibility after incident.
Initial Business Response /* (1000, 5, 2014/03/30) */
Customer was due only 1 of the refund amounts.
The other was for customer reserving the car and not picking it up. We already refunded the amount that was due.
Customer bought the car AS IS. He drove the vehicle after it overheated. we offered to have him tow it here and take a look at it.
We found that the water pump went out and offered to replace it. We did so per his request as well as the thermostat. We did a compression check...
and test passed. Customer claimed car was running hot again. We offered to have him tow car in again and take a look at it. After checking it again we advised customer that it was probably a hairline crack in the motor from the original overheating. A compression check may not detect a minor crack. It is a fact that he did drive the vehicle after it overheated several times even though we advised him not to drive it and have it towed. He claimed he drove it anyway with the heater on to help the engine from running hot. This was even after we advised him not not drive it. We can not be responsible for an AS IS sale and a customer who drives the car when it is overheating. This has nothing to do with mechanical repairs. The damage was caused by customer driving the car after overheating.
Again,
They did not arrive until several hours after their specified pick up time. We were completely sold out and no longer accepting any more reservations online as it was an absolute peak period. When they arrived at our location, the agent got the managers clearance to offer them one of the fleet reserve vehicles as their reservation had expired. We didn't know at the time that time how many people they had in their party. Unfortunately, the only car we had that could be rented to them for the same price was too small to fit their passengers with luggage. Although they did have a reservation for a [redacted] or similar, that reservation had expired several hours before their arrival. Please see the attached Terms and Conditions page taken directly from [redacted]'s website. Customers placing reservations must agree to these terms before finalizing them. I will reiterate in regards to the insurance, we are required to offer coverage to all parties that wish to enter a rental contract with us. As we deal with travelers from all over the world, it is our responsibility to ensure that all drivers are properly insured and are aware of what coverage we offer.
Aloha,When our customer made his reservation with us, it was for a 2-door convertible sports car. On the day he arrived at our facility, we had a Mitsubishi Eclipse Convertible held for his rental period. The customer did not want the Eclipse. After our agent walked outside with him to view...
other available options, the customer noted to us that he would not be able to fit his whole party into ANY convertible as well as all of his luggage. In an effort to deliver a good experience to our customer, the agent checked with the manager if an upgrade to a fullsize car with enough room for his party and luggage could be facilitated. The manager on duty approved the request and our customer was upgraded to a fullsize Hyundai Sonata free of charge. The customer has made multiple claims as to the differences in price with the convertible being higher. These are not correct nor are his dollar amounts. At the time of his rental, midsize and fullsize vehicles were both HIGHER rates than the convertibles were. The customer did note, that he would like us to call him should a Mustang become available during the week for him to rent and that we wanted to exchange it again for a fullsize before his return day so that he could fit all of his party and luggage in again. Although this is not a usual request we get, we agreed to try and facilitate that for him should we have that specific car return and had no other prior convertible reservation to fulfill. When our customer brought the car in due to a leak in the tire, we took a $130 deposit for its replacement or repair as per our policy (All damages or loss to rental vehicle will be billed to the credit or debit card on file). The manager on duty explained that should the tire be safe to repair, we would refund him the difference. Patching a tire would generally cost $20-$30. The vehicle sat with a flat tire in our holding area for about 6 or 7 days until we had the time and staff available to take to the tire shop. When we brought the car to the tire shop, it was found that a large construction nail bent in an L-shape was lodged into the inner sidewall of the tire. Punctures in the sidewall are not able to be patched and deemed safe for re-use and have to be replaced to ensure safe operation of the vehicle. The manager made multiple calls to our customers cell phone number that he provided to us to inform him but all went to voicemail. At this point, we feel that we have done everything possible to satisfy this customer especially having his upgrade fees comped.
The ONLY good thing about this place was the driver. I paid $200 for my car rental for a week; not bad price. BUT YOU GET WHAT YOU PAY FOR. I was staying with a relative on the military base which is an HOUR from Honolulu, so a car was a must. I pick up the car, get on the freeway and feel stinging on my foot. Itch it, keep driving. Another sting, another, another....pull over and there are RED ANTS ALL OVER MY FEET! Biting and stinging me!!! I freaked out and called the car company and told them about it, all they said was bring it back and we will give you a new car. No apology or anything. By this time, I was exhausted because I had just gotten off of an 8 hour flight with 2 kids and was almost to the military base, so I told them I would just bring it back in the morning. The next day, I drove the hour back to the car company to exchange it. On the way there, my daughter wanted a snack so I gave her some peanut butter crackers. As we are driving on the freeway, she beings SCREAMING HYSTERICALLY, shaking, and crying that there were spiders all over her (she was 4 at the time)! I had to wait to find an exit and a place to pull over to see what had happened. I opened her door to find that the red ants had crawled up through her seatbelt hole and were crawling on her trying to get the food! They were biting her and she had little red welts all over!! I grabbed a towel out of the trunk and wiped all that I could see off, then tucked the towel into the seatbelt hole to try to prevent them from coming back up. We got back into the car to return it but she screamed and cried the whole way! When I got there to pick up the other vehicle, I realized I hadn't put gas in the tank so I had to go back and fill it to what it started at, even though it was THEIR fault I had to bring the car back! I found out there was a nest of sugar ants infesting the entire car...no apology, discount, refund of the gas that it took to get back there. Absolute WORST experience on a "vacation" I have EVER had in my life!!!!
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]
1. We were refused confirmation of early return even though we asked for it. the agent ( a woman) said "We don't do that."
2. We declined the offer of a sustitute rental car for two reasons:
a. The fact that they were moving further from the airport was unacceptable to us, and
b. The gruff, intimidating, and generally unprofessional attitude (contradictory statements, lengthy check-out, lack of full disclosure of charges and relocation prior to signing of rental agreement, doing business as A-1 Rental, Economy Rental, and Airport Rental) made us suspicious as to how reputable they would be in the the future.
To repeat, we returned the car after less using it for less than 30 miles and 24 hours; it had a plugged left front tire which was leaking air and which we refilled to prevent further damage to it. The car was exactly in the condition it was rented, and the agent and manager on duty refused to inspect it and provide proof of return. We were told by the by the manager, "[redacted]", that he would adjust the charges in a few days. Our American Express account has been charged $1805.15, which we have disputed. We have offered $110.00 as a settlement via American Express, which seems to us to be generous. (Equivalent to a 4 day rental and we returned it with full tank when it was about two gallons short of full when it was issued to us.). To date, we have not heard anything via AMEX.
Complaint: [redacted]
I am rejecting this response because:
I have attached pictures of the license expired plate and expired safety check, we were not offered nor asked for a replacement car, asked for refund for the remaining week , was told the manager was the only one that could do that.and he would not be in till mon am. I called 3 different times in the next two days asking to talk to him, he was always"with a customer , and would call me" never did.
I also have attached reviews(which I wish I would have read before renting)
I don't appreciate the owner saying I lied, none of the information is a lie! I suggested that the name of company could be changed in future, because that is what shady companies do when complaints are filed against them.
We talked to the police about expired license and was told "yes if we were stopped we would have to pay the ticket! I didn't say we were stopped, but did worry about that on the 30 mile drive in awful traffic back to Honolulu. Stress that I didn't appreciate starting my week with
On vacation.
,
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted] And [redacted]
When I booked our flight and car rental through [redacted] they knew my flight would not arrive into Honolulu until 1:50 PM. We did have a stop over in LAX and there was a problem with the plane which caused a delay. So I called [redacted]/A 1 Auto and spoke with some woman and was told not to worry they will have the car ready for me when we arrive which was not until around 5 pm. When we first arrived there was not a problem with us arriving late, the problem did not occur until I told them my Insurance Co. was going to cover us in our rental car. That is when he looks at the three of us and said how many of you are there, I said three. He said he will give us a 2 seater, I thought he was kidding, I said what are you going to give us a [redacted] car, he said that's right. I told him my reservation with [redacted] call for a 5 seater and should hold at least 3 large pcs. of luggage he said [redacted] doesn't know what they are talking about.....The next day [redacted] made other arrangement for me......On the 29th I called [redacted]/Al auto and spoke with Panda/Mgr he said he would get to the bottom of this and call me back, which he didn't so I called him and he said they would issue me a credit. When I didn't get the credit I called back on the 7/6 and spoke with Panda he said give it some time. So on the the 14 I called [redacted] and spoke with Bow, he called [redacted]/A l auto and was told that we never show up at all. .....So 1st they were going to issue me a credit, then they stated we never showed up, and now we were late. Which we were but I called to let them know and it wasn't going to be a problem.
Complaint: [redacted]
I am rejecting this response because:
The business has lied and exaggerated about what happened on that day we returned the car. My husband never antagonized or cursed at the employees, but tried to be reasonable. I understand it ultimately comes down to a he said, she said situation, so I've put together a document that not only provides my own account of what happened, but also numerous examples of customer reviews on a variety of websites that prove the behavior in my story was not a one-off thing, but has been going on for many years. The very last review is dated Jan 2013 and recounts a story of being charged an exorbitant fee. I am currently disputing my transactions with the company through my credit card, so I am not looking for any kind of remuneration. To add, I could easily claim the charges they made with my credit company since they cover me for car rentals and not have to deal with this situation, however, due to the way I was treated and the obvious history of this type of behavior, I felt it right to report them to the Revdex.com. I love Hawaii and almost consider it my 2nd home, as I have visited many times. NEVER have I experienced this type of behavior from any establishment, not just in Hawaii but in the world. If there is anything that the Revdex.com can do, please let me know if you need anything from me. I think there needs to be a place for consumers to go, aside from review sites like Yelp, to report these types of businesses. Thank you in advance for your time and consideration.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because:
There are several inaccuracies in this response. First, when I noticed the tire warning light on, I immediately pulled over and put air in all the tires, which were all low in pressure. The tire warning light disappeared and I didn't feel as though it was an issue to address with the rental facility at that time, because the tire(s) seemed to be holding air. Later that evening when I walked out to the car where it had been parked for several hours, we noticed the one of the tires was completely flat. It was at no time driven while flat. I had to call A-1 Rental several times before I could get an agent to answer, to notify them of the situation and ask what should be done. They said I would have to put the spare on myself, and drive the car back to their facility (again over an hour away, so in total about 3 hours of my time), however they were closing in the next 10 minutes. There was absolutely no accomodation or willingness to help on their part. I did NOT refuse to bring the car back. Instead, I had to call [redacted], have them put the spare on the car, and then rearrange my schedule for the next morning to drive all the way back to Honolulu to exchange the vehicle. At that time, I asked that they inspect the tire, but was told by the rental agent that the mechanic was not available, and in order to get another rental, it was required to pay the $150 fee. That was NOT a request, but a demand. Several other customers were standing around and also could not believe this ridiculous policy. The rental agent and I both inspected the tire and she agreed that no damage to the tire or vehicle to showed that a curb had been hit. If that were the cause of the tire going flat however was due to a nail or screw, that is an unavoidable situation that for all professional rental car agenices would be cover. It is not the responsibility of the individual renting the car to assure the general maintenance of the vehicle. I asked to talk to a manager, as I did not see why I would be responsible for the $150, but again was told no manager was on site at the time. The rental agent said I needed to pay the money, and she would have the manager review the situation, follow up with me, and credit my account prior to dropping off the new rental. Because I could not waste any additional time, I reluctantly paid the money, and took the new rental. When it was time to return the new rental on August 1st, I asked to see the manager. And again was told the manager was not available. When I asked if the mechanic had taken a look at the tire, the rental agent told me it appeared they had and all charges would be credited, however she needed the managers authorization to do so. I had a plane to catch, so had to leave before talking to the manager. I then called DAILY for 2 weeks straight to speak to the manager. Either I was put on hold for over an hour before hanging up, or was told the manager was unavailable. I finally left a message stating that I was going to file a complaint with the Revdex.com if someone did not return my call. I still have not heard back from them. The tire going flat was no fault of mine, and I did address the situation as soon as I noticed an issue. I expected that when I rented a car from A-1, that it would a vehicle that was well maintained and in working order. It is ridiculous that a customer would be held responsible for a tire where there was absolutely no sign of damage to cause it to go flat. It is also unacceptable that I was forced to pay the $150 in order to get a working vehicle, and then not be able to discuss the charge with a manager. I don't know how a business such as this continues to operate. I should have paid attention to the numerous poor reviews they have received on line.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because:
We are still waiting on payment of $1500 back from A1 rental.
On Tuesady, 23 Jun, [redacted] provided a status of payment of check they received from [redacted] on 2 Jun. However, he said he is working getting remaining balance from [redacted] according to the repair estimate. He said he will not release the full amount of my withholding of $1500 until they received the remaining from [redacted].
There were few statements from A1 rental that didn't match with my record.
The driver was interested in making repair payment on her own at first, but she had informed [redacted] and I that the claim request will be processed through her [redacted] same day, 15 Jan. This can be verify with the driver and her party.
I have sent an email to A1 rental in March asking for claim status report but no luck receiving any response. I have sent another email in May to A1 Rental and the driver and found out the claim was not properly submitted.
Please understand that I'm not pointing finger to who and what didn't happen. I want to inform everyone the detail so we can move on with correct information to help resolve this issue.
Last week, I have found out about a partial payment amount of check (~$1600) was sent to A1 rental. [redacted] said he will release my $1500 once he verify check amount of $1500 or more.
I didn't receive a confirmation of check from him until, 23 Jun.
I appreciate your quick response through Revdex.com.
[redacted] had informed me that your team is working this issue. Please keep us inform on status.
Thank you.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this...
response because: a convertible was not offered. That is in fact what I had reserved. They had none and gave me a sedan that was of a lower class. They promised to call when a convertible came in, but failed to do so.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because: This vehicle was returned early, because the proper documentations for the vehicle was not up to date. Which...
included registration and insurance. I called the insurance company at the time and they said that the insurance had elapsed. Also, the MP's on Wheeler Army Air Field would not allow us on the base do to the fact the vehicle was not being registered nor did it have insurance. The Sergeant was going to take the vehicle but understood that it was a rental, so he let us go. I have already provided proof that I returned this vehicle early and rented from [redacted] rent a car for the remaining of my stay in Hawaii. The company refused to give me a receipt because they said it was against their policy. I have tried calling but they just hang up on me or leave me on hold. I was left on hold for nearly an hour the last time I called to get a receipt. I do not think that this is an appropriate response from the company. The company should have to provide paper work and a receipt of the transaction. My credit card company had reversed the charges because the company would not give them a receipt of the transaction nor would they provide them with the documentation for the vehicle, so they could check to see if the vehicle had insurance during that time nor would they provide them with the information to check the registration. Also [redacted] backed my claim regarding renting another vehicle during this same time. I told my credit card company ([redacted]) that I think it is fair to only reimburse me back the amount that the manager from A-1 Rental ([redacted]) agreed upon, so I was reimbursed $140.34 late last month. [redacted] had since flagged A-1 Rental as a fraudulent company in their system. The vehicle I rented was a white Chevy Impala. I also attached a picture that I took of the expired vehicle inspection. The vehicle inspection clearly shows that the vehicle information was expired during the time I rented the vehicle, so I returned it to prevent from possibly getting a ticket. The vehicle inspection expired on 10/31/2014 ([redacted]) and the decal to the right is probably the registration 2014 ([redacted]). The attached documentation is my proof that I retuned the vehicle early and rented from [redacted]. It shows the expired tags which is why I retuned the vehicle.The company should be audited by the IRS and the FBI should conduct a investigation as well, because what they are doing is wrong.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because:
1: The sign outside of the building states that they offer military discounts. This discount was not delivered.
2: The vehicle was dirty to begin with. I refused to initial the paperwork that stated that it was clean. Had it been clean, I would have initialed the paperwork stating that it was clean. Had it been clean, I would have authorized a cleaning fee if it was returned dirty.
Sincerely,
Ryan Parry
We have done research on this transaction and vehicle was not returned early.
Aloha, After having pulled this unit in question related to Mr. [redacted] rental agreement, a full vehicle inspection was performed to verify the noted issues with the top not latching, excessive body damage, door handle not staying on and bald tires. We have found NONE of these issues to be...
evident. We delivered a 2 door sports convertible to our customer as promised on the website he made the reservation. We never promised him any sort of discount. He was unsatisfied with the first vehicle we presented him and let him pick another one that he was satisfied with. He signed for it and left our facility. He did not bring the car back in the same condition in which it was issued. The check-in agents are there strictly to inspect the vehicle for any new body damage and to record the amount of gas and miles. As the customer returned the car with no new damage and with the proper amount of gas, he would have been given the OK to go. After the car goes to the detailing area, the car detailers will flag the car for a cleaning fee if it is returned excessively dirty. If Mr. [redacted] returned his car to us as he said it was given, we would not have charged him a cleaning fee.
Complaint: [redacted]
I am rejecting this response because: Your allegations are incorrect. How can there be a cigarette odor when none of the parties smoke. Furthermore, what reasonable person would believe you spent $300 to clean the car when it was already a mess in the car in the first place.
Sincerely,
[redacted]
We clearly have customers intial to accecpt or declined any and all optional coverages.Nothing is mandatory.
We never want to lose the rental income since that would cause us signifiacant loss of revenue.
This would be counter productive of what we are trying to...
accomplish.
We do not understand where the communication gap is.
We will be reaching out to customer to gain a better understanding.
Thank you.
Initial Business Response /* (1000, 5, 2014/02/27) */
This person worked for us less than 30 days and had issues continuously. Shortly after he started he claimed his sister, aunt and he were homeless and wanted to buy a car to live in and transportation to come to work. He was familiar with...
our inventory and asked to purchase a 98 Honda Civic. He acknowledge and signed that it would be an AS IS sale. He agreed and the keys were given to him. He started complaining shortly after since he was not very proficient at driving a manuel shift. He did in fact cause damage to the clutch. Because he was an employee here we offered to exchange the vehicle for a different one. The second car was an automatic which seemed to be a better choice. He drove the car home. The next day he complained again and once again we offered to change the vehicle. He then notified us that he was going to move off island and no longer wanted a car anymore. He also resigned from his position as an employee. He left and we owe him nothing. We will be contacting him to collect the balance of the vehicle.
Our customer has been sending numerous emails to an automated forwarding email. We do not check that account and he was informed of that over the phone when he mentioned it. Every time he has called I PERSONALLY answered and returned his phone calls and encouraged him to reach out to me throughout the process if he needed help or had any questions. It is not our fault that the local FIAT dealership underwent a huge relocation process and was unable to answer our requests to them. We did everything we were obligated to do within our contract. We provided the car and services as reserved, the customer declined our collision damage waiver accepting full financial responsibility and brought the car back damaged. We requested a parts invoice from the dealership immediately and was informed that they temporarily unavailable to take new orders or cars as they were in transition. We made requests every week until it was fulfilled. In the meantime our customer would call us and I would inform him of this repeatedly! We have been more than accommodating to his calls every week. We have been "Nice" throughout this entire process. Contacting the Revdex.com does not alter our course of conduct. Perhaps our customer should be more careful when driving the next time or consider purchasing the proper damage waivers for the convenience of walking away with no responsibility after incident.
Initial Business Response /* (1000, 5, 2014/03/30) */
Customer was due only 1 of the refund amounts.
The other was for customer reserving the car and not picking it up. We already refunded the amount that was due.
Customer bought the car AS IS. He drove the vehicle after it overheated. we offered to have him tow it here and take a look at it.
We found that the water pump went out and offered to replace it. We did so per his request as well as the thermostat. We did a compression check...
and test passed. Customer claimed car was running hot again. We offered to have him tow car in again and take a look at it. After checking it again we advised customer that it was probably a hairline crack in the motor from the original overheating. A compression check may not detect a minor crack. It is a fact that he did drive the vehicle after it overheated several times even though we advised him not to drive it and have it towed. He claimed he drove it anyway with the heater on to help the engine from running hot. This was even after we advised him not not drive it. We can not be responsible for an AS IS sale and a customer who drives the car when it is overheating. This has nothing to do with mechanical repairs. The damage was caused by customer driving the car after overheating.
Again,
They did not arrive until several hours after their specified pick up time. We were completely sold out and no longer accepting any more reservations online as it was an absolute peak period. When they arrived at our location, the agent got the managers clearance to offer them one of the fleet reserve vehicles as their reservation had expired. We didn't know at the time that time how many people they had in their party. Unfortunately, the only car we had that could be rented to them for the same price was too small to fit their passengers with luggage. Although they did have a reservation for a [redacted] or similar, that reservation had expired several hours before their arrival. Please see the attached Terms and Conditions page taken directly from [redacted]'s website. Customers placing reservations must agree to these terms before finalizing them. I will reiterate in regards to the insurance, we are required to offer coverage to all parties that wish to enter a rental contract with us. As we deal with travelers from all over the world, it is our responsibility to ensure that all drivers are properly insured and are aware of what coverage we offer.
Aloha,When our customer made his reservation with us, it was for a 2-door convertible sports car. On the day he arrived at our facility, we had a Mitsubishi Eclipse Convertible held for his rental period. The customer did not want the Eclipse. After our agent walked outside with him to view...
other available options, the customer noted to us that he would not be able to fit his whole party into ANY convertible as well as all of his luggage. In an effort to deliver a good experience to our customer, the agent checked with the manager if an upgrade to a fullsize car with enough room for his party and luggage could be facilitated. The manager on duty approved the request and our customer was upgraded to a fullsize Hyundai Sonata free of charge. The customer has made multiple claims as to the differences in price with the convertible being higher. These are not correct nor are his dollar amounts. At the time of his rental, midsize and fullsize vehicles were both HIGHER rates than the convertibles were. The customer did note, that he would like us to call him should a Mustang become available during the week for him to rent and that we wanted to exchange it again for a fullsize before his return day so that he could fit all of his party and luggage in again. Although this is not a usual request we get, we agreed to try and facilitate that for him should we have that specific car return and had no other prior convertible reservation to fulfill. When our customer brought the car in due to a leak in the tire, we took a $130 deposit for its replacement or repair as per our policy (All damages or loss to rental vehicle will be billed to the credit or debit card on file). The manager on duty explained that should the tire be safe to repair, we would refund him the difference. Patching a tire would generally cost $20-$30. The vehicle sat with a flat tire in our holding area for about 6 or 7 days until we had the time and staff available to take to the tire shop. When we brought the car to the tire shop, it was found that a large construction nail bent in an L-shape was lodged into the inner sidewall of the tire. Punctures in the sidewall are not able to be patched and deemed safe for re-use and have to be replaced to ensure safe operation of the vehicle. The manager made multiple calls to our customers cell phone number that he provided to us to inform him but all went to voicemail. At this point, we feel that we have done everything possible to satisfy this customer especially having his upgrade fees comped.
The ONLY good thing about this place was the driver. I paid $200 for my car rental for a week; not bad price. BUT YOU GET WHAT YOU PAY FOR. I was staying with a relative on the military base which is an HOUR from Honolulu, so a car was a must. I pick up the car, get on the freeway and feel stinging on my foot. Itch it, keep driving. Another sting, another, another....pull over and there are RED ANTS ALL OVER MY FEET! Biting and stinging me!!! I freaked out and called the car company and told them about it, all they said was bring it back and we will give you a new car. No apology or anything. By this time, I was exhausted because I had just gotten off of an 8 hour flight with 2 kids and was almost to the military base, so I told them I would just bring it back in the morning. The next day, I drove the hour back to the car company to exchange it. On the way there, my daughter wanted a snack so I gave her some peanut butter crackers. As we are driving on the freeway, she beings SCREAMING HYSTERICALLY, shaking, and crying that there were spiders all over her (she was 4 at the time)! I had to wait to find an exit and a place to pull over to see what had happened. I opened her door to find that the red ants had crawled up through her seatbelt hole and were crawling on her trying to get the food! They were biting her and she had little red welts all over!! I grabbed a towel out of the trunk and wiped all that I could see off, then tucked the towel into the seatbelt hole to try to prevent them from coming back up. We got back into the car to return it but she screamed and cried the whole way! When I got there to pick up the other vehicle, I realized I hadn't put gas in the tank so I had to go back and fill it to what it started at, even though it was THEIR fault I had to bring the car back! I found out there was a nest of sugar ants infesting the entire car...no apology, discount, refund of the gas that it took to get back there. Absolute WORST experience on a "vacation" I have EVER had in my life!!!!
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]
1. We were refused confirmation of early return even though we asked for it. the agent ( a woman) said "We don't do that."
2. We declined the offer of a sustitute rental car for two reasons:
a. The fact that they were moving further from the airport was unacceptable to us, and
b. The gruff, intimidating, and generally unprofessional attitude (contradictory statements, lengthy check-out, lack of full disclosure of charges and relocation prior to signing of rental agreement, doing business as A-1 Rental, Economy Rental, and Airport Rental) made us suspicious as to how reputable they would be in the the future.
To repeat, we returned the car after less using it for less than 30 miles and 24 hours; it had a plugged left front tire which was leaking air and which we refilled to prevent further damage to it. The car was exactly in the condition it was rented, and the agent and manager on duty refused to inspect it and provide proof of return. We were told by the by the manager, "[redacted]", that he would adjust the charges in a few days. Our American Express account has been charged $1805.15, which we have disputed. We have offered $110.00 as a settlement via American Express, which seems to us to be generous. (Equivalent to a 4 day rental and we returned it with full tank when it was about two gallons short of full when it was issued to us.). To date, we have not heard anything via AMEX.
Complaint: [redacted]
I am rejecting this response because:
I have attached pictures of the license expired plate and expired safety check, we were not offered nor asked for a replacement car, asked for refund for the remaining week , was told the manager was the only one that could do that.and he would not be in till mon am. I called 3 different times in the next two days asking to talk to him, he was always"with a customer , and would call me" never did.
I also have attached reviews(which I wish I would have read before renting)
I don't appreciate the owner saying I lied, none of the information is a lie! I suggested that the name of company could be changed in future, because that is what shady companies do when complaints are filed against them.
We talked to the police about expired license and was told "yes if we were stopped we would have to pay the ticket! I didn't say we were stopped, but did worry about that on the 30 mile drive in awful traffic back to Honolulu. Stress that I didn't appreciate starting my week with
On vacation.
,
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted] And [redacted]
When I booked our flight and car rental through [redacted] they knew my flight would not arrive into Honolulu until 1:50 PM. We did have a stop over in LAX and there was a problem with the plane which caused a delay. So I called [redacted]/A 1 Auto and spoke with some woman and was told not to worry they will have the car ready for me when we arrive which was not until around 5 pm. When we first arrived there was not a problem with us arriving late, the problem did not occur until I told them my Insurance Co. was going to cover us in our rental car. That is when he looks at the three of us and said how many of you are there, I said three. He said he will give us a 2 seater, I thought he was kidding, I said what are you going to give us a [redacted] car, he said that's right. I told him my reservation with [redacted] call for a 5 seater and should hold at least 3 large pcs. of luggage he said [redacted] doesn't know what they are talking about.....The next day [redacted] made other arrangement for me......On the 29th I called [redacted]/Al auto and spoke with Panda/Mgr he said he would get to the bottom of this and call me back, which he didn't so I called him and he said they would issue me a credit. When I didn't get the credit I called back on the 7/6 and spoke with Panda he said give it some time. So on the the 14 I called [redacted] and spoke with Bow, he called [redacted]/A l auto and was told that we never show up at all. .....So 1st they were going to issue me a credit, then they stated we never showed up, and now we were late. Which we were but I called to let them know and it wasn't going to be a problem.
Complaint: [redacted]
I am rejecting this response because:
The business has lied and exaggerated about what happened on that day we returned the car. My husband never antagonized or cursed at the employees, but tried to be reasonable. I understand it ultimately comes down to a he said, she said situation, so I've put together a document that not only provides my own account of what happened, but also numerous examples of customer reviews on a variety of websites that prove the behavior in my story was not a one-off thing, but has been going on for many years. The very last review is dated Jan 2013 and recounts a story of being charged an exorbitant fee. I am currently disputing my transactions with the company through my credit card, so I am not looking for any kind of remuneration. To add, I could easily claim the charges they made with my credit company since they cover me for car rentals and not have to deal with this situation, however, due to the way I was treated and the obvious history of this type of behavior, I felt it right to report them to the Revdex.com. I love Hawaii and almost consider it my 2nd home, as I have visited many times. NEVER have I experienced this type of behavior from any establishment, not just in Hawaii but in the world. If there is anything that the Revdex.com can do, please let me know if you need anything from me. I think there needs to be a place for consumers to go, aside from review sites like Yelp, to report these types of businesses. Thank you in advance for your time and consideration.
Sincerely,
[redacted]