ComplaintsforLucky Owl Inc.

• Initial Complaint

  03/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My girlfriend *************************** might be building an illegal prostitution ring just because shes mad that I made rejections about her behavior and her character. Shes using the resources of Lucky Owl car rental in ******** to bring fame and she promised spiritual richness on people

  Business response

  04/02/2024

  Aloha,
  
  We do not show any record of:
  Peuan Thinsan
  *********************************************************************************
  Daytime Phone: **************
  E-mail: ***************************
  
  renting a vehicle from ** at anytime.
  
  We do not have any record of *************************** renting a vehicle from us.
  
  We dont have any associations with any of these individuals.
  
  We do not have any resources to offer people to bring themselves fame nor do we promise spiritual richness on people.  We are a car rental business, not a spiritual shop or repair shop.
  
  If you have any further questions please contact us.
  
  Mahalo
  
  ***********************;          
  Business Manager
  Lucky Owl Car Rental
  *********************************
  Office Phone: *************
  ********************************************;    

• Initial Complaint

  12/12/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We recently rented a car from 11/29/22 through 12/06/22 from ****************. Our flight was delayed an hour and was able to pick up the car at 9:45pm on 12/06. Their business closes at 8pm. They had the car waiting in the parking lot with the doors unlocked and with ************* under the mat. We drove the car for a week without any incident and returned it the same way on 12/06. I had to pay almost $20 to get out of the parking structure and they ask you to leave $20 under the mat when you return the car and has you sign a Self Parking Wavier form. Again, unlocked. At no point do they provide a full list of all the scratches and damages. They ask you provide pictures when you pick up the car. I provided them with 4 pictures when I pick up of the car and 2 picture (of the back) when I return to show the license plate. You can see in those photos that there are scratches already. I followed up the next day with a text asking if they were able to retrieve the car but no reply. Of course the location of the "scratch" isn't pictured in any of my photos.A week goes by and I receive an email today that there has been an incident. The picture show a before and after photo of the vehicle but without license plates. The second picture shows light scratches on the bumper that looks like it can be easily buffed out. The email states that I can pay for the damage with the credit card on file or have the insurance company take care of it. We would like to add that the car company gave us a car with a tire that has a slow leak. Front left tire had 24psi when we first got in - coincidence its the same area with the scratch. So I wasted hours during our vacation looking for air stations in ****** to fill up the tire because no stations were in service.Again, we never had ANY incident driving this car around town. We only 240 miles for the entire week. We refuse to pay for a "scratch" that we didn't cause. These pictures show typed date and time stamp, not the original date from the file of the camera. Would like the incident dismissed.

  Business response

  01/11/2023

  Thank you for bringing this to our attention.  I am the General Manager of Lucky Owl.
  
  I reviewed the customers information with our claims department and learned that we are not pursuing a damage claim.  We never opened a claim or contacted any insurance company.
  
  Our rental agents did discover new damage to the vehicle upon return.  We provided timestamped photos of when the vehicle left our lot and returned.  We utilize an industry standard vehicle recording software to document the condition of vehicles upon customer pickup and drop off.  We gladly share all photos of a vehicle upon customer request, or in the event we find new damage to a vehicle.
  
  In this case, the customer stated she did not damage the vehicle while it was under her control.  
  
  We left the vehicle at our after-hours parking location for them to pick up.  The customer did the same when they returned the vehicle.  We are a small business and have limited hours of operation.  For our customers arriving when we are closed we offer a convenient option for self-pickup & return.  We have been offering this option for years and have never had any issues previously.
  
  We cannot definitively prove the damage was caused while under the customers control.  It is possible that it was damaged after we parked it, or after she parked it.  Therefore we never pursued a claim with her, her insurance company or her credit card car rental insurance coverage.  
  
  I will call & email her personally to communicate this information with her.  We apologize for not informing her that we were not going to pursue a claim.  As a general practice we only follow up with customers when we are actively pursuing claims.  If we are unable to prove beyond a reasonable doubt that the damage was caused by the customer, we will not follow up with them.
  
  I sincerely hope this resolution is amicable with the customer and she is satisfied with the knowledge that we never pursued an incident to begin with.  
  

  
  

  ***********************;           

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