Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/15/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Jan 16th of this year, I rented a car from this company. As I drove off and drove the streets at 35 mph, I had no issues. When I got on the highway to do 60 mph, I heard a faint clicking sound. I pulled off the highway into a gas station. I inspected the car and found no issues. I returned the car the next morning. After several weeks, I realized I was never refunded my deposit. I called the rental car place, and was told my deposit was being held due damages on the car I rented. Deana told me that the bumper needed to be replaced. I told her that I didn't hit anything. She stated yes she could see that, she said that the brackets were broken that held the bumper up on the car. I was told it will be covered by the insurance I paid for. I asked her to contact me as soon as she had gotten the estimate. So over a month later, Deana emailed me the estimate to the car that included front and rear bumper repairs. I responded to her through email that I wasn't engaging in fraud and was not sending the insurance company a trumped up estimate. She stated she was not aware that the estimate included rear bumper repairs and that she will have her manager reach out to me. Well after a month and a half I called them and asked what was taking so long. Deana apologized and stated she will get with me asap. So after a week, Deana email another "estimate' for the front bumper repairs instead of just sending the same bill that she initially sent me minus the rear bumper repairs. So as I proceeded to submit the bills and estimate to the insurance company for a claim. So now the insurance company is requesting an incident report or a police report. I emailed Deana and asked for the incident report, she stated that I had to complete it. So I asked her to make a police report since I allegedly damaged their car. She stated they were not making any reports, and if I did not make it, and or if the claim was denied that I would be liable for all costs.

  Business Response

  Date: 05/22/2023

  Good morning,

  We are sorry for the delay in response. I wanted to get all documentation, email threads, and speak to the involved agent. After digging into the system, it shows we did not keep the deposit from the customer, ******** *****. Usually, when a claim is started, the deposit is help until the end of the claim in case there is a deductible amount that the customer will owe us. It appears the agent failed to hold that deposit. 
  
  In regards to the estimate issue, our agent should have realized before sending off the estimate, that the body shop repaired previous rear damage to the vehicle (scuffs, dents, and scratches). Once the customer made the agent aware that the rear was not apart of what they discussed, the agent quickly reached out to the body shop to get the estimates split. The rear end was charged to us. The insurance company that the customer paid for was through the third party booking site. Even with the estimate issue, all third party booking sites ask for a police report/incident report. Usually, the customer can write up a statement also claiming the police was not required and they would accept it to move forward with the claim. We deeply apologize with how long this claim is taking. We have put an employee into the Claim's Management position. She closes claims usually within 1-3 months and I am now making her aware of this claim to get it completely as quickly as possible.

  In addition to the deposit, I will be discussing with my agent and also Ms. Furet. When booking through Greenmotion, the deposit is held as a pre-authorization and falls off the customers account 3-10 business days after the return date, unless said customer extends. It appears the customer did not extend and should no longer see the charge of $150.00 on her account. If you want to handle this directly through the complaint made, we can do that as well.

  Please let me know what else may be needed in regards to this matter!

  Kristina Bourque
  [email protected]
  Regional Manager
  337-237-1282

  Customer Answer

  Date: 05/24/2023

  
  
  Complaint: 20054961
  
  
  
  I am rejecting this response because: The insurance company is requesting an incident report or a police report from the rental car company. All I was told was there was damage to the bumper. They should have made that incident report before they took that car to the repair shop. That way I will not have any questions on the validity of these charges. Also, Deana emailed me and confirmed that they were holding my deposit until the claim is paid out by the insurance company, and if not, I will be responsible for the bill. I will be reaching out later today with the insurance company to talk to a live representative to see how this claim is going. There are no updates in the portal of the claim on the ******** website.
  
  
  
  Sincerely,
  
  
  
  ******** *****

  Business Response

  Date: 05/24/2023

  In regards to the deposit: if you can provide a bank statement where it reflects the deposit was taken, I will get with accounting. On my end, there is no record that the agent, Deana, kept the deposit. Which means, my agent did not follow our policy as she told you in the emails. I did read through the emails. It does state she was holding the deposit, but there is no evidence that it was kept. 

  In regards to the insurance: Is the agent able to access the ******** portal or is there only a log in for the claimant? I went on the website and it only states to log-in or start a claim. We can write us the incident report, no problem, I just need to know if that is something I can upload myself. 

  Looking forward to your response.

  Thank you,
  Kristina B

  Customer Answer

  Date: 05/26/2023

  
  
  Complaint: 20054961
  
  
  
  I am rejecting this response because: I was informed today that the claim has been submitted and accepted. I submitted that incident report with the bare minimum information I had. I reached out to ******** via voicemail, and they confirmed receipt of the claim. Going forward, if there is anything more that ******** requests, I will reach out to the rental car company directly. Thank you all.
  
  
  
  Sincerely,
  
  
  
  ******** *****