ComplaintsforAlaska Auto Rental

• Initial Complaint

  11/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am filing a complaint against Alaska Auto Rental due to what I perceive as excessive charges and a significant time discrepancy in a damage claim for a 2023 Chevrolet Equinox, rented from September 1st to September 10th. While photographic evidence of the damage has been provided, it was taken on September 11th in the afternoon, a full day after I returned the vehicle on the morning of September 10th. This time gap raises questions about the validity of attributing the damage to my rental period.The bill includes the following charges:Physical Damage: $997.41 Loss of Use: $600.00 (5 days)Administration Fee: $100.00 Total Amount Due: $1,697.41 USD I am contesting these charges for the following reasons:Excessive Repair Cost for Minor Damage: The charge for physical damage seems disproportionately high for what appears to be a minor scratch.Unreasonable Loss of Use Charge: The five-day loss of use charge is excessive, considering the minor nature of the alleged damage.Time Discrepancy in Photographic Evidence: The photos used as evidence were taken a day after I returned the vehicle, casting doubt on when the damage actually occurred.I dispute the charges due to the lack of a conclusive post-rental inspection, the minor nature of the damage, and the concerning time discrepancy between the vehicle return and when the photos were taken. I am requesting a comprehensive review of the vehicle return process, a reassessment of the damage severity, and a detailed justification of the costs outlined in the bill.Despite my attempts to resolve these concerns with both Alaska Auto Rental and *****************************, the issue remains unresolved. I am prepared to accept responsibility for any damage conclusively proven to have occurred during my rental period and properly documented, but I firmly dispute the validity of the current bill due to the excessive charges and the time discrepancy in the evidence provided.

  Business response

  11/28/2023

  We appreciate our renter for taking the time to bring her concerns to our attention. We have thoroughly reviewed the complaint and understand her perspective on the charges associated with the rental. Our goal is to provide a fair and transparent rental experience for all our customers, and we take feedback seriously.

  Regarding the physical damage charge, our pricing is determined based on the actual costs incurred for repairing the identified damage. Our team carefully assesses each instance of damage and each estimate we receive from independent body repair facilities to ensure accurate and fair pricing. We understand your concern about the perceived severity of the damage, and we revisited the repair cost to ensure it aligns with industry norms. In this case, the scrapes went through the paint and into the metal. To repair this type of damage, new paint and clearcoat must be added and blended into the existing paint. This information is outlined in the repair estimate sent to the renter. It is important to understand that costs in Alaska can be more expensive compared to other places in the country. 

  Regarding the loss of use, this fee is determined by a specific calculation outlined in the signed rental agreement. This calculation serves as a safeguard for our renters against repair delays that *** be beyond their control. We strictly adhere to the precise calculation specified in the agreement, which changes the total loss of use charged based on the labor time in the repair estimate. It's important to emphasize that we assume the additional loss incurred from any repair delays, ensuring our renters are charged a fair amount.

  Thank you for sharing the time discrepancy in the photographic evidence. We take the integrity of our damage claims process seriously, and we will conduct a thorough investigation to establish a clear timeline of events. If it is determined that there was any oversight in the handling of the evidence, we will address it promptly.

  To assist with the resolution of these concerns, we are initiating a comprehensive review of the vehicle return process. Our commitment is to ensure a fair and amicable resolution for both parties. If there is any additional information or documentation that *** aid in our review, please feel free to share it with us.

   We value each renters business and look forward to addressing any questions or concerns

  Customer response

  12/04/2023

   
  Complaint: 20858591
  
  I am rejecting this response because:

  Excessive Repair Costs: While I acknowledge the generally higher repair costs in Alaska, the charges from Alaska Auto Rental appear significantly inflated beyond reasonable limits. To substantiate my concerns, I obtained an estimate for the repair costs using the website InstantEstimator.com, specifying ********* as the location. This estimate, which takes into account the local pricing standards of Alaska, is considerably lower than what Alaska Auto Rental has charged. This discrepancy highlights the excessive nature of the charges imposed on me, and I request an urgent reassessment of these costs in light of this new evidence.

  
  Unjustified Loss of Use Charges: The charge for five days of loss of use remains unjustified, especially when ***************************** suggested a reduction to two days. The lack of justification for the extended period of loss of use and the discrepancy with professional recommendations calls for an immediate adjustment and clarification of these charges.

  
  Concerns Over Photographic Evidence: I am also concerned about the unresolved issue of the time discrepancy in the photographic evidence provided by Alaska Auto Rental. Their failure to address this issue adequately suggests a lack of transparency and accountability in their claim process. I expect a detailed investigation into this matter and a comprehensive report of the findings.
  Given these points, especially the contrasting repair cost estimates, it is clear that Alaska Auto Rental's response does not offer a fair resolution to my complaint.

  Therefore, I request the BBB's continued assistance in ensuring that Alaska Auto Rental addresses these concerns appropriately and adjusts the charges to reflect a fair and transparent assessment.

  Thank you for your ongoing support and attention to this matter.
  
  Sincerely,
  
  *****************

  Business response

  12/12/2023

  We appreciate your role in facilitating the resolution of the complaint filed by the renter (referred to as "renter" to protect their identity online). We would like to address each point transparently and provide additional information.
  
  Concerning the renter's assertion of excessive repair costs, we acknowledge their efforts to obtain an estimate using InstantEstimator.com. However, it's crucial to note that InstantEstimator.com carries a disclaimer explicitly stating that its evaluation should not be considered a primary estimate or an authorization for payment. Furthermore, the website does not physically inspect the vehicle to understand the full extent of the damage. We ***************** repair estimates from neutral, third-party body repair facilities. The repair estimate is the cost Alaska Auto Rental pays to complete the repair and bring the vehicle back to its original condition.
  
  Regarding the loss of use charges, we understand the need to help others understand how the calculation protects our renters. The attached image of the back of the rental agreement highlights the specific calculation used. It is crucial to emphasize that our goal is to protect renters from potential loss of use that is beyond their control, and our calculation aims to reflect a fair and reasonable approach. In this particular case, the vehicle is still waiting for an appointment to be repaired, and our calculation has saved the renter 88 days of loss of use. While this does put a financial burden on our local small business, protecting our renters comes first.
  
  We acknowledge the renter's concern about the time discrepancy in the photographic evidence, and we take this matter seriously. A thorough investigation has been conducted to establish a clear timeline of events and has found that the vehicle was in a secure area and remained untouched before the images were taken. Meaning all the new damage found must have happened while the vehicle was on rent. Vehicles are returned to a secure area to ensure we can protect the renters interest and our integrity when new damage is discovered.
  
  While Alaska Auto Rental goes to great lengths to ensure renters are only charged for damage that occurred during their rental, we also encourage renters to take photos of the vehicle before and after their rental for their records. After reviewing the renters emailed documentation, the renter was aware that the return location wouldn't have a staff member for a joint inspection. Although we provide detailed information for a smooth rental, adherence to instructions ultimately lies with the renter. We're constantly improving communication methods for better understanding. If there are specific areas to enhance, we welcome feedback.
  
  We want to emphasize that ***************************** and Alaska Auto Rental are actively working with the renter to resolve their claim. We have extended efforts to address concerns and offered resolutions even before the initiation of a BBB complaint. Our dedication to customer satisfaction is reflected in this being the first BBB complaint in over two years.
  
  To emphasize our commitment to a positive rental experience, we have chosen not to pursue the damage costs incurred during their rental. We hope this exceeds our renter's expectations, and we look forward to the opportunity to assist them again in the future.
  
  Thank you for your time and attention.
  
  

  Customer response

  12/12/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  Really appreciate your help on this!

  Sincerely,
  
  *****************

*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. ↩