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:04/16/2024

  Type:Facilities 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 March 4th, 2024, I took my vehicle to the Take 5 Carwash in ***** *****. As I entered the carwash, the brushes were hitting the vehicle so hard it shook the whole vehicle. When I was done, I did the normal thing and dried the water from the windows.
  
  Upon doing this I noticed deep scratches on the grill and hood of the vehicle. I immediatly reached out to the managers on site who stopped the carwash and inspected my vehicle. They saw the scratches and had me fill out a form and told me someone would reach out to me shortly.
  
  A couple of weeks later with no response, I reached out to the manager again who told me they had viewed the video of the incident and saw that there was no damage to the vehicle when I entered the carwash, but clearly saw the damage as I exited the vehicle. Clearly showing the damage happened in the carwash. He assured me they would take care of any damage that occured.
  
  A month later I finally hear back from their insurance, Fleet Management, who denied the claim as nothing was found on the brushes, therefore it couldn't have happened in the carwash. When I questioned the lady about the video showing the damage, she said there was no video submitted nor pictures, that she was only told that there was nothing on the brushes and that's why she was denying the claim.
  
  I reached out to the managers at the carwash who again said the video clearly showed the damage was not there before I entered and clearly was there as I exited the carwash and there was no doubt it happened inside the carwash. Both managers told me no-one from Fleet Management had spoken to anyone at the carwash about my incident and that they had e-mailed them several videos showing no damage entering and damage exiting the carwash. They again assured me it would be taken care of and they would contact Fleet Management and get it resolved.
  
  Since then I have reached out numerous times, via e-mail and phone calls, to the agent at Fleet Management with no response...

  Business Response

  Date: 05/07/2024

  [[BBB transcription via email]]

   

  We addressed Mr ************* complaint directly with him on 4/4.  This claim was denied due to no negligence found against Take 5.  After viewing the video and reviewing the statements from the customer and site, we found that there was no procedural failure and no negligence on Take 5.  Mr Kristiansen was understandably upset at the decision and filed this BBB complaint. 

  Customer Answer

  Date: 05/07/2024

   I am rejecting this response because:
  
  
  Business claims they rejected the claim after viewing the video and talking to the site.   When I spoke to them on the 4th, they said they had NOT viewed the video and did not know it existed.   They had also NOT talked to the site managers at that time.    They also told me to talk to the site and have them send the video to them and they would review it.   Since then nothing has been done.   

  The site has admitted it was their fault,  however this company,  without viewing the evidence,  has decided they are not at fault.   Very shady,  which probably explains the F grade....

  Photo of the damage attached,  with scratches perfectly matching the rollers inside the carr wash... both in direction and markings.

  Business Response

  Date: 05/09/2024

  A complete investigation was conducted prior to denying the claim.  We interviewed all people involved and reviewed the evidence.  The damage to Mr ************* vehicle is not consistent with anything the car wash would do.  The damage is isolated to one area.  If there was a malfunction with the rotating brushes or debris that got caught in the spinning brushes, the damage would span the entire length of the vehicle from front to rear.  Again, none of the evidence shows negligence on Take 5, and claim remains denied. 

  Customer Answer

  Date: 05/10/2024

   I am rejecting this response because:
  
  
  A very simple solution,  there is a video of my vehicle entering the car wash,  without damage.   There is a video of my vehicle coming out of the car wash with damage. 

  Site manager stated the video shows no damage when i enter and shows damage when I exited.  

  Provide this video.... or a video contradicting what the manager is stating.   You should have my email on file already. 

• Initial Complaint

  Date:04/05/2024

  Type:Facilities Issues
  Status:

  UnansweredMore 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 1/30/24 I had an oil change and coolant flush at Take 5 #***. Unfortunately, following this service, my Outback was running significantly different, which led me to make an appointment at the Subaru dealership on 02/06/24. The inspection revealed that my engine had been overfilled by 2.5 quarts of oil and that "an engine with too much oil will no(sic) move correctly."
  
  The Take 5 Manager has been completely unresponsive. I called on 2/14 and was told that I would receive a call back. 2/21 I stopped by Take5 to speak to the manager. I was told he was out of town and would be back the following day. I left the shop receipts from Subaru and take 5. At no point have I heard from the store manager.
  
  2/24 I received a call from fleetresponce stating they represented Take5. I told them that I believe Take5 overfilled my vehicle with oil. I provided them with receipts from Subaru and Take5. I also pointed out a number of errors on the take5 receipt which underscore a lack of attention to detail and support my case. The errors include:
  - My Zip Code is *****, not *****
  - My Email's ************************, not ******************* - My mileage was recorded inaccurately, it was 146,364 on 2/21, not 154,768.
  
  I requested a refund from Take 5 $***, and reimbursement for the oil change I need to get at the Subaru dealership to fix the my oil being overfilled by Take 5. This came to $406.13 (Take 5 Services: $222.39 and Subaru Oil Change: $183.74). I submitted documentation and receipts supporting my claim.
  
  Fleet responce has denied my claim twice. They state they can tell the amount of oil being removed from my engine from a video. They refuse to tell me the oil extractor model or provide video evidence. I don't believe they can tell +/- 2qts based on the size of the drum that the extracted oil goes into - certainly not from a video.
  
  The contact information is:
  **** ******  | Claims Specialist
  ***************************** *********************

• Initial Complaint

  Date:03/25/2024

  Type:Service or Repair 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.

  *****WE HAD NO ISSUES WITH OUR KIA SERONTO BEFORE THE CHAIN OF EVENTS LISTED BELOW*****
  
  On November 10, 2023 we took our Kia Sorento to store number #*** in ******. After the oil change service was complete, we drove off and noticed the oil light icon on the vehicle. On 11/17/2023, the vehicle was taken to store number #*** in ********. The technician refused to assist us with the oil light indicator and informed us to return to store number #***. On 11/24/2023, the vehicle was taken back to store number #*** and the technician attempted to reset the mileage counter on the vehicle. He was informed that the reset had nothing to do with the oil light indicator. The technician was very rude and informed us that we had a crack in the oil pan and proceeded to check us out and had us remove the vehicle from the pit. On 12/1/2023, The car was taken to ****** at store #***. We explained to ****** what had happened at the previous two locations. ****** proceeds to conduct an investigation. He confirmed that there was no crack in the oil pan and he stated that the drain plug was bad and could've been replaced at store #***. He replaced the plug gasket that was supposedly replaced at store #***. ****** gave us fresh oil due to the oil that was lost. A diagnostic was performed by another mechanic shop and it was determined that the oil light indicator was on due to oil light housing and was informed to return the car back to Take 5. The car was returned to store #*** due to constant issues with the oil light indicator on February 3, 2024. They could not determine the cause of the oil light indicator. After voicing a complaint, ***** of Take 5 contacted us on March 14, 2024 to take a look at the car. He confirmed the leak and said he will file a claim. After submitting numerous supporting documents regarding the issues we had with the vehicle and Take 5, the insurance company closed the claim. We need a resolution to this matter ASAP. We have all supporting documents disclosing the incompetence and negligence from Take 5. A BBB will be filed to support our claim. Fleet Response will do whatever takes to cover their client (Take 5) negligence.

  Business Response

  Date: 03/26/2024

  I am unable to locate a claim for this customer in our system.  Please provide the Fleet Response claim # and the VIN of the Kia Sorrento so I can review the complaint.

  Thank you.

  Customer Answer

  Date: 03/29/2024

  I am rejecting this response because: We've received the same correspondence when interacting with this company. Somehow, they're unable to locate our claim. But to further assist you, here's the information requested, again: Claim number provided from ****** *******, Customer Service Representative with Take 5: **********. VIN: *****************. 
  

  Business Response

  Date: 04/03/2024

  Mr. *******,

  I have located the Fleet Response claim number.  It is *******, claim is filed under ******* *****.  There is no indication that these vehicle damages were caused by Take5. The vehicle was driven over 1200 miles before the complaint was filed.  On 11/24 it was noted by Take5 that the vehicle had an oil pan gasket leaking oil.  The diagnostic provided does not state fault or the cause of the issues.  Claim remains denied.

  Customer Answer

  Date: 04/05/2024

   I am rejecting this response because: The car was driven 1200 miles and was taken to a Take 5 on 5 different occasions. A copy of the receipt was provided in the BBB complaint. Failure to acknowledge and accept responsibility will lead to litigation. We're now requesting a full refund.  
  
  
  
  

• Initial Complaint

  Date:12/22/2023

  Type:Customer Service 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.

  Like many here, my vehicle was damaged when a Take 5 Car wash employee asked me to back up in the tunnel. When I brush became wedged on the roof of the car, the employee then forcefully yanked it from the top of the car, causing scratching to the trunk lid and side doors, along with an obvious dent on the roof of the vehicle. This was captured on video, along with my inspection of the damage. When I could not reach the management office after calling for several days, I submitted a report to management in person when my schedule allowed me to return to the site a week later. The manager accepted responsibility and submitted the claim, along with photos. I thought it was over, but man...I was wrong. After being unable to reach anyone once again for several weeks, the accepting manager stated he had lost the form. I provided a second copy. Still nothing. When I reached out and made a report directly to Fleet Response, I finally got a claim number. Two months after the incident, they have now declined responsibility, claiming there "was no evidence" the damage was caused by "Take 5 Oil." I am a retired police officer trained in accident investigations, as if this incident would even require anything beyond common sense observations and video footage to review the exact damage event. My claim rep, *******, also states in a voicemail that reporting requirements were allegedly 24 hours, which has not been stated anywhere or by anyone during this process, but was also not true in any case if she had actually asked me prior to a denial. Not once have I spoken to give testimony, nor do I have any idea what evidence was reviewed, if any. This is a systematic practice of denials intended to protect their clients by forcing their victims to enforce their rights for damage claims through complex, expensive, processes. I intend to protect my rights through all means necessary and others should be educated of such practices as well through public forums.

  Business Response

  Date: 12/28/2023

  This claim came as a disputed claim on 12/12 by our client,
  Take 5 Car Wash.  We at Fleet Response
  investigated the claim based on the evidence available to us.  The incident took place on 10/22 and video is
  kept for 30 days so by the time this claim came to us viewing the video was not
  an option.  Per the manager of the
  location, the claim was presented a week after the incident.  The damages presented to us by the claimant,
  Mr *****, are not consistent with anything the car wash would typically
  cause.  With no video and no witnesses,
  we are not able to definitively assess fault to Take 5 Car Wash.  At this time, this claim is word vs. word and
  therefore we are not able to accept liability for this loss.  If new information and proof is presented that
  would refute the denial, we would be happy to review it.  

  Customer Answer

  Date: 12/29/2023

   I am rejecting this response because: This firm, hired by ****** ******, pretends to "investigate" claims, but does so in bad faith in my opinion, and does not take simple reasonable steps to validate a claim. When I spoke with the representatives at Fleet Response, they stated they had "reviewed the evidence," which amounted to nothing more than the pictures of the damage apparently provided by the manager I had met on 10/31.  This manager was the first person I could actually reach, after being unable to get anyone to answer the phone for days at the location. This was consistent with the feedback I have received from at least two Fleet Response employees as well. The Fleet Response representative responded to my question about what happened with "You tell me." When I asked if they were aware the vehicle had been directed to back up in the wash by the cash wash staff, they said they had not heard this information from anyone and acknowledged this did not sound like a standard operation damage. I further explained that on the 31st, when I was able to reach someone at the facility, the Manager present spoke with both me and the employee who pulled the brush from my car (causing the damage). The now terminated Manager said it was approved and that he'd send the footage to Fleet Response as well. I took him at his word. Why Take 5 Car Wash destroyed this evidence and did not do as they stated seems to have no effect on Fleet Response's "investigation" rationale. Instead, they are now simply taking the word of the District Manager, ****, who has never spoken to me about despite numerous requests and was not on site when this occurred. I am a retired police officer with deep experience in accident investigations, and take my credibility seriously. In my opinion, Fleet Responses' poor faith "investigations" are nothing more than an illegal and systematic approach to automatically deny victim claims for the benefit of their client, ****** ******, a multi-billion dollar public company. I intend to pursue any and all means to stand up against this practice, and frankly find it shocking the lengths this company will go through to avoid such a simple damage claim. 
  
  
  
  

• Initial Complaint

  Date:12/01/2023

  Type:Customer Service 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.

  I have received mixed communications from FleetResponse over the past three weeks. This has included:
  
  - Confirmation of claim payment
  - receipt of check
  - incomplete information
  - denial
  - request for address
  
  I have requested clarity and FleetResponse is unable to provide those answers and in this week has explicitly demonstrated conscious avoidance.

  Business Response

  Date: 12/08/2023

  This complaint was submitted the same day the claim was
  resolved and paid in full.  There was a miscommunication that created a
  delay in handling.  Once the communication issue was resolved, the claim
  was paid out by, 12/1/23, the following morning. 

• Initial Complaint

  Date:10/26/2023

  Type:Service or Repair 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.

  Fleet Response represents a company that damaged my vehicle.
  
  Summary of Incident: On Sep 5, 2023 at 4:32 pm; I had an Oil Change and Radiator Coolant flush completed at Take 5 Oil Change at 9280 FM Converse, Tx. On Sep 6, 2023 at approximately 1pm with less than 20 miles driven on the truck, I noticed fluid pouring out of the bottom. An area manager from Take 5 arrived at my location with a tech and they had my truck towed to a local shop; what I later found out was (Shorts Garage). They also provided me with a ride home. They have kept my truck for almost 60 day and had their mechanic take my engine apart. On 10/24/2023, I get a letter from *** ******; (Fleet Response ) stating after his investigation no evidence states any wrongdoing on behalf of take 5 However; The Mechanic that they hired to look at the truck has a different opinion. (Take 5 choose this mechanic) has stated to me that he believes that Take 5 caused the damage. My truck was operating perfectly fine; within 20 miles of heading a radiator flush; I had radiator fluid pouring out of my truck and cracked head gaskets. My additional evidence is a recording of the mechanic ***** from Shorts Garage telling me that Take 5 damaged my vehicle and that they applied to much air pressure to my engine when flushing out the system and that he has had to fix other vehicles from the same location for the same reason.

  Customer Answer

  Date: 10/27/2023

  I have uploaded an estimate from the Mechanic that was chose to look at the vehicle by Fleet Response. In the Technician Discovery section its stated (the PSI of the air used to flush my coolant system was to high ) resulting in my engine having to head gasket issues.     

  Customer Answer

  Date: 10/30/2023

  In the notes of technician discovery:
  
  Radiator was flushed at to high PSI that made
  head gasket leak coolant in exhaust. I have attached receipt for radiator flush
  and these are the findings from the mechanic they hired.  

  Business Response

  Date: 11/09/2023

  A thorough investigation was completed and no negligence on Take 5 Oil was found.  The diagnostic report states that there was too much pressure used to add coolant back to the system.  The machines that are used to add the coolant are regulated and capped at a very low pressure to ensure incidents like this do not happen.  Over 200 of the same operation was completed on other vehicles that same month without incident.  Vehicle is 4 year old vehicle that, based on vehicle maintenance history in Carfax, had never had a coolant flush completed.  This would cause numerous issues that could have manifested at this time.  The service video was watched and it was determines that there was no negligent act committed by the Take representative.  The decision to deny this claim was not flippantly reached and we are confident we conducted a thorough investigation in line with the good faith claims settlement practices outlined by the Department of Insurance. 
  
  

• Initial Complaint

  Date:10/24/2023

  Type:Service or Repair 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.

  Paid for ******** **** to dismount, mount and balance two rear tires I have supplied. They unfortunately ended up damaging two Tesla factory OEM rims in the process. They submitted a claim with Fleet response and they have yet to call me back or reply back to three emails or voicemails. Seeking damages to the rims.

  Business Response

  Date: 10/25/2023

  New claim filed on 10/20/23.  Multiple attempts to reach customer since that date have been unsuccessful.  Advised assigned claim handler to please attempt contact again as of this morning.  Since this morning, assigned claim handler has made contact with customer.

  Customer Answer

  Date: 10/27/2023

   I am rejecting this response because: I have responded to the Fleet Response via email after they have not returned my phone calls or vociemail. They said multiple attempts however, do not outline exactly what multiple attempts are (phone logs, recorded phone calls). Fleet Response claim ******** **** is denying the damages yet I have a voicemail of the from the ******** Store manager offering a $350 tire for $100 because of the damages and he looked into what it would cost to fix the rims. Deny the damages yet offering money?
  
  

  Business Response

  Date: 10/27/2023

  I spoke with the customer this afternoon.  We reviewed the facts of the loss as they were filed by our client, I asked for some additional details from the customer and I requested additional photos of the damage from the customer, as it is difficult to ascertain which wheels are damaged and exactly what the damage is that is being claimed based solely on the photos that were provided by our client.  I advised the customer that I will review the damage photos he sends and I will re-review the claim with our client and reach back out to him with an update once my review is completed.

  Customer Answer

  Date: 10/31/2023

   I am rejecting this response because: Received call from Supervisor on a recorded line, requesting pictures. Interestingly she said uncertain what the damages were because I told the shop and store manager exactly what the damages were. I also recorded them taking pictures so it would be difficult to deny I didn't tell them exactly what the issue was. If you are disputing damages, then the shop should be able to clearly dispute in pictures. Yet, you are asking the customer because the ******** ****s didn't provide accurate information and detailed pictures? We also discussed the ******** **** store manager leaving a voicemail for goodwill on damages. So disputing the claim yet offering items of value? Calls are recorded, in addition to the managers taking pictures of the damages which I have containing audio and video confirmation. This is the type of service you get from ******** **** and Fleet Response. 
  
  

• Initial Complaint

  Date:10/23/2023

  Type:Facilities Issues
  Status:

  UnansweredMore 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 9/12/2033, my car a 2017 Honda Accord was brought in to **** * in ******* ********* for an oil change. The car had no problems before going in and after they changed the oil THEY SAID EVERYTHING WAS FINE.
  
  Not less than 10 minutes later the car broke down on the side the road. It would not start.
  
  I got the car towed home. I went to Take 5 and spoke with a guy who said he was the Supervisor. He gave me a number to call.
  
  I called the number and made a claim. They told me it would take 24/48 hours for someone to call me. I waited and waited after 48 hours I called back myself. I got transferred to a voice mail.
  
  Next day I called again, still got transferred to a voice mail.
  
  Finally after over a week, ***** a Supervisor called me on Sept 26, 2023. She said she would make an appointment at the nearest auto shop. It was ***** ***** for 10/4/2023 at 10:00am. ***** ***** sent a text message about the appointment.
  
  I tried calling ***** back the next day to find out when the tow company was coming to get the car. I kept getting her voicemail. Everyday I called and got her voice mail. I. NEVER GIT A CALL BACK FROM HER.
  
  On October 4, no one came to get the car so it didn’t get to ***** *****.
  
  I kept calling every day and got voice mail with no call backs.
  
  On 9/28/2023, ******* *******, call me and said the car would be assigned to appraisal who would come to the house to check the car.
  
  On October 2, ****** came out to check the damage on the car.
  
  On October 4, after several calls and voice messages I left, I got a email from ******* stating there was an issue with inspection.
  
  Finally, after several calls and no response from my voice message, ******* called me on 10/12 to say they would get the car towed to ***** *****. The towed company came to get the car.
  
  On Monday, October 16, I talked to *** at ***** ***** and he said the car’s engine was damaged.
  
  He told me to give ******* his number.
  
  I emailed ******* on 10/16. He emailed 2 days later.

• Initial Complaint

  Date:10/03/2023

  Type:Customer Service 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.

  Incident occurred in March 2023. The garage where I parked my car returned my car with damages to my front bumper. Garage opened a claim with Fleet Response. My claim was promptly denied by fleet response because I did not have evidence of any wrong doing by the garage. Somehow it is up to me to provide evidence that something happened in their garage while it was parked there. They did no work in trying to get any video evidence from the garage. I kept urging them to get video evidence from the garage, but I was told that the garage does not have access to the video…again no work in trying to obtain access in any way. Zero effort.
  
  So unless the customers themselves record every second and every angle of their car while parked in a garage represented by fleet response, the garage can do whatever they please to your car and they are cleared of any responsibility.

  Business Response

  Date: 10/14/2023

  This is in response to a complaint received by Mr. **** ***
  *** for an alleged loss occurring on 03-27-23. Mr. ***’s vehicle was parked in
  a parking facility run by **+. The vehicle entered the parking facility on
  03-27-23 at approximately 6:30 AM. Upon arrival, the attendant filled out a
  “pre park” ticket and handed it to Mr. ***. I have attached a copy of the pre
  park ticket for review.&nb**; The damage to
  Mr. ***’s front passenger side bumper was pointed out to Mr. *** by the
  attendant and was marked on the pre park ticket.
  A denial was provided to Mr. *** and our decision was
  relayed to him on several occasions as the damage he was claiming was pre
  existing damage. Mr. *** has refused to accept the denial, however, has been
  unable to provide any further evidence to support any liability on **+.
  Unfortunately, the location does not have access to any
  additional video footage. The video footage provided by Mr. *** does not prove
  any impact or damage occurred while the vehicle was being parked at the **+
  facility.
  Based on the lack of any additional information to the
  contrary, **+/Fleet Response will be sticking with their denial.

  Customer Answer

  Date: 10/16/2023

  &nb**;I am rejecting this response because:
  
  
  The “pre existing” damage marked by the garage on the ticket and the new damage are in a similar location but very different damages - just because the garage ticket completely circles the front right corner on a small icon of a car does not mean a whole lot. You’re right that my video evidence does not show the damage happening while my car was in motion - I am not disputing that. What I am disputing is that the damage happened while my car was parked - perhaps another vehicle was driven into my car? All I am asking is for you to review the garage’s video footage because that’s where the evidence is but of course nobody has access to it or is there any push for you to ask your client for it. Based on this experience, if the customer does not have complete surveillance footage of their vehicle while parked in this garage, the customer is complete at fault for it..
  

  I also want to add that I’ve been parking in this garage for many years for work and for the most part they have been very good except for the last 1.5 years where they have been very careless. The 2 other times my car was damaged, fortunately for me they drove my car into someone else and I had dash cam evidence. Now I am in the role of those parked cars that my car was driven into - helpless because I bet no garage surveillance was provided to them and they were probably told that it was a pre existing damage.

  Customer Answer

  Date: 10/16/2023

  I also want to add that if you’re really relying on the marks on the parking ticket as evidence I could have easily waited for a day where the parking attendant didn’t make any marks on the ticket because that happens quite often if you think I’m trying to con you in anyway. I’m just trying to get some accountability for what happened to my car. I don’t think asking for camera footage is asking to much when I know it exists all around the garage.

  Business Response

  Date: 10/18/2023

  Mr. *** admitted that the garage ticket he was provided with
  shows preexisting damage to the right front corner of the vehicle. To date, we
  have insufficient evidence to support the fact that there was any further damage
  caused to the vehicle after it was parked at our clients parking structure. Mr.
  *** has given several different scenario’s as to how he felt the damage was
  caused. The garage employees dispute any such activity and unfortunately, there
  was no video evidence available to support Mr. ***’s allegations. Due to the fact that there remains insufficient
  evidence to support Mr. ***s allegations that **+ caused damage to the vehicle while
  in their possession, **+ should be allowed to retain their denial.

  Customer Answer

  Date: 10/19/2023

  &nb**;I am rejecting this response because:
  

  On the attach image, circle A is the preexisting damage that I acknowledge on the ticket when the car was dropped off. Circle B is what was returned to me. The garage is always going to deny, even in my previous cases the garage has denied any wrong doing with a clean ticket and video footage so their denial does not have weight on this matter (I can prove this with my previous claim number)
  

  The bottom line and the main point of my complaint of your business to BBB is exactly this: The garage has a surveillance system that can show what happened to my car in the 7 hours that it was parked there. Evidence that can end this claim in 2 seconds and prove whether or not they are at fault.

  All I am asking is to bring that evidence into the light. The fact that the garage can just say that they do not have access to the video, if you truly believe that, and can move on from any accountability is absurd. And you as their rep are okay with this practice - and probably encourage it so you don't have to pay out - is the reason for this complaint.
  

• Initial Complaint

  Date:06/27/2023

  Type:Service or Repair 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.

  My vehicle was damaged at a hospital parking lot, then claim transferred to fleet response, they have been very discrimatory, unfair their evidence is not clear and does not show the damages they state were preexisting.
  
  I am requesting a repaid check for my vehicle or repair services. They have been not willing to help me file an appeal. They keep sending photos of my vehicle without the damages. And still simply respond by saying "claim denied ".

  Business Response

  Date: 06/29/2023

  The claim was investigated and furthered reviewed once the
  customer sent in a rebuttal. The damage was capture on video as the customer
  drive by the cameras while entering the facility.  The customer was providing with the capture of her vehicle
  entering the location and insist it is a glance and not damage.  However,
  the capture it clearly shows damage to the right lower side of the vehicle.  We informed the customer that the claim will remain as deny.
   Capture is attached.