ComplaintsforCars By Devane, Gill, & Company LLC

• Initial Complaint

  08/17/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My sister & I rented a car/suv from cars by devane in their **** *** ******* ** **********, dates 8/10-8/15/22. The total cost was $1,120.00. This amount included the security deposit of $450. The issues: Neglected to tell the customer of electrical issues, car didn't start at times, window on the passenger seat in front was non-functional, when the other windows were put down for air, they could not be put back up, Neglected to inform the customer that turning on the A/C would result in a flooding of the front seat passenger side in the foot area. Neglected to tell the customer that the vehicle would not start at times, Neglected to inform the customer that when locking the doors of the vehicle after exiting the car the alarm would sound off. There was no alarm key given to stop this from happening. Neglected to tell the customer about check engine light, neglected to inform the customer that there would be an odor after turning the A/C on. Neglected to inform the customer that the speakers were blown. Upon returning the vehicle security deposit was given back, however, store employees was unable to reach the manger. He was called several times. I left my phone number and asked that I be called so that we can address this issue. This car was in no way fit for rental to anyone. I am looking for a full refund not just security deposit. We also paid for unlimited mileage and ** **** and we did not receive a pass. Any assistance would be appreciated. Thank you.

  Business response

  10/05/2022

  When the customer came in there was a language barrier because the customer was not able to speak. She used a machine to communicate, and her sister also helped her to communicate as well. We told her that the car was mechanically sound and it would take her to ***** ******** where she was going. She inspected the vehicle, signed our walk around sheet(which inspects the vehicle), and agreed to take the vehicle as is. During the entire duration of the trip the customer was able to use the vehicle every single day, which we have proof of on our GPS tracking system. The customer drove over 500 miles and got to her destination safely, and returned safely. The customer wanting a full refund in this case is for no reason other than to get free services. Any issues brought to our attention always get handled the same day, usually with an offer to exchange the vehicle while we tend to the issue, or a refund of some sort. In this case the customer did not bring in the vehicle and got full use of her rental vehicle as agreed.   

  Customer response

  10/05/2022

  
  Complaint: ********
  
  I am rejecting this response because: The fact remains that the vehicle was unsafe.  My sister does speak sign-language and that was the purpose of me being there to help communicate the transaction.  We were not told the vehicle had all those issues that I stated in my first complaint.  We were not told the A/C would leak in the front seat passenger side and form a puddle.  We were not told that vehicle would consequently shut off and will not start at any given moment.  We were not told the alarm would go off at any point when we exit the car and try to get back in. We were told that was the only vehicle available and it was good to go.  We were not told the windows did not work. We were/are not trying to get a free ride.  We we returned the car we expressed our disappointments and requested to speak with a manager. We waited in the establishment while supposedly he was being called. Such person never picked up the phone or returned the call to his employee. We still wait for a call.  He is deemed as uncaring in our eyes. Yes, we are returned home safely, by the Grace of God!
  
  Sincerely,
  
  ***** *******

  Business response

  10/07/2022

  Your additional attachment of the reciept shows that you got a much better deal than enterprise and your full refund (which is almost half your bill) back already. The fact that you used our vehicle to travel safely around for hundreds and hundreds of miles means you were actively using our commodity as intended. In any form of court, your reasons for compensation cannot be based solely on you as a customer liking the experience, regardless of how much we tried to accommodate you customer service wise, but based on what is proven to be at a loss. You are not the one that will be at a loss of we give you a full refund for services already used, we are. That is time spent, vehicle wear and tear, and a period of time that the vehicle was not able to be rented for (1 week). I would suggest that you exercise your freedom of choice and simply try a company with something that suits you better. We never get complaints such as the ones your allegations carry. We usually have very positive feed back from most of our customers, sometimes simply because we allowed them to rent when companies like Enterprise and Hertz would not except them for many various reasons. We also get customers who have already used the same exact vehicle for as long as you did or longer, and for as far as you traveled and further, and they tell us they had a pleasant experiences with the vehicle. Even renters after you have said the vehicle was fine for getting them around with no problem. Again, we are sorry you are not happy, but you got the full use our vehicle was intended to give you in our contract.

  Customer response

  10/07/2022

  
  Complaint: ********
  
  I am rejecting this response because: I don't believe for one second that other's have used this UNSAFE vehicle. Yes, we did get our deposit back, it was due back.  For anyone to think that an UNSAFE vehicle is warranted of some type of praise is a person that doesn't care about humanity.  Point blank the vehicle was UNSAFE, we were already on the road when we started enduring all the issues of this vehicle.  Seriously??  How do you explain not letting a customer know of non-functional windows,  non-functional A/C unit in the summer time?  How do you not let a customer know that the vehicle periodically turns off at a whim and may take up to 30 minutes to restart?  Who does that??  I will tell you who... a company that lacks leadership, and compassion for it's customers.  A company that doesn't care whether someone lives or dies, as long as the money is paid.  But, all is well, I am not going to keep going back and forth with a fool.  God is my witness and HE knows all and sees all.  This was wrong doing on the part of the a company/manager that claims to have the best interest at heart for customers.  You have failed miserably. As far as you only getting positive reviews is skeptical.  Anyone can write a false review on behalf of a family member, friend, associate, or what have you, to try and boost PR.

  It is unfortunate that it turned out this way with complaints, and rebuttals.  We have rented in the past for Hertz, and other companies with no issues at all.  We only wanted to give new business a try.  In my up bringing, We were taught to deal with our own.  It is unfortunate that you ALL thought more of the almighty dollar than SAFETY. Bottom Line,  WE WERE NOT INFORMED OF ALL THE ISSUES OF THE VEHICLE.  IF WE WERE INFORMED IT WOULD HAVE BEEN A CHOICE FOR US TO MAKE.  WE WERE NOT GIVEN THAT CHOICE.
  
  Sincerely,
  
  ***** *******

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