ComplaintsforSilverhill Acura

• Initial Complaint

  21/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Acura provided me with a complimentary rental, and I was told all costs would be covered. However, when I returned the rental to Enterprise, I was surprised to find a $**** charge on my credit card. Despite reaching out to Acura's head office and Silverhill Acura, I was told that I have to pay. This was never disclosed to me, and if it had been, I would have reconsidered accepting the rental. I'm now dealing with a $**** charge, and no one at Acura is helping me.Answer from GM " Good afternoon ******, I have followed up with ******* regarding the details of the charges for the rental car that was authorized by Customer Relations while waiting on back ordered parts to fix your vehicle.While we understand your position regarding the young driver fees that you are being billed for, unless we are given authorization by customer relations to cover them we cannot. When the authorization was sent to Enterprise by ******* on Dec *, 2023 to cover the rental charges it was made clear that it was authorized for the daily rental rate with no exceptions. The fact that there was a young driver fee being charged was never divulged to us by Customer Relations or Enterprise Car Rentals. This would have been only made aware to you by Enterprise when you picked up the vehicle from them and signed the rental agreement. ******* has sent an email to Customer Relations on your behalf as she discussed with you when you came to visit her on Aug ****. Unfortunately, at this point, this is something that you will have to work out with Enterprise unless customer relations changes their position and agrees to cover the additional charges.

  

  Business response

  04/09/2024

  Good afternoon. In response to this complaint, Silverhill was notified via email to ***************************** (our service manager) on Dec *, 2023 by ************ that they would be covering a rental car for ************************* (see attached). She then reached out to the client and informed him that she had received the confirmation and to set him up in a rental. She was then informed by the client that he was already in a rental so she told him she would contact the ************** and have the rental charges going forward charged to Silverhill and will claim them with ************. There was only ever 1 phone call conversation. There was never mention by ***** ******, The client or ********** *** ******* that person renting the vehicle was a young driver and "young driver fees" would be charged. This is a fee that the person renting the vehicle is usually mad aware of only by the rental company when they sign the agreement for the rental and it was not disclosed to us at any point until the invoice was sent after the client returned the rental. As the rental company is also aware that we do not cover any fees they charge, just the daily rate charge on behalf of ************ as it was made clear in the attached copy of the rental file (highlighted), We feel that this is something that the client should be taking up with the rental company and not Silverhill as we were just a vessel to get the client into a rental as requested by ************.  

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