Complaints

• Initial Complaint

  01/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company is a SCAM, they're still taking money out of my savings and they won't stop! I paid them for a car rental, the car broke down I can't even call it a car it was horrible. I drove 56 miles they charged me for 200 miles, they charged me for not filling the tank when I returned the car and said there was only 1/4 of a tank=Lie I have the receipt for the gas I put in from the gas station next door to them, I filled the tank. They charged me for not having car insurance=Lie I gave them my car insurance and they said "all set". I called my car insurance and they confirmed they took it. They've taken more than $300 out of my savings and they won't stop, new Fees. The rental was only supposed to cost me $54 which I paid ahead of time for. I owe these Scammers Nothing. I want my $300 back now. My mother was with me the entire time and she's on our car insurance and she heard the entire conversation. They also got a $20 dollar bill that fell in the key box when I dropped it off, so now it's up to $320 they owe me back. My Credit Union knows. They refuse to give me my documents! I want my documents!

  Business response

  01/11/2024

  Subject: Response to BBB Complaint ID: *******0 - Supreme Rentals LLC
  
  Dear Mr. *******
  
  Thank you for your continued support and understanding in addressing the concerns raised by Mr. ****** *****************. After reviewing the additional details you provided, we would like to address the specific points related to the $20, the alleged car breakdown, and the mileage overage.
  
  1. **Mileage Charges:**
     We understand Mr. ******************* concern about mileage charges. At Supreme Rentals, we employ a meticulous process of documenting pre-trip and post-trip photos, including mileage, to ensure accurate billing. We have already shared these photos with Mr. ***************** for his review.
  
  2. **Fuel Tank Charges:**
     Mr. ***************** claims discrepancies in fuel charges. We would like to assure you that we capture pre-trip and post-trip photos of the fuel gauge to validate any fuel-related charges. Our team has shared these photos with Mr. ***************** for his examination.
  
  3. **Car Insurance Charges:**
     We appreciate Mr. ******************* diligence in providing his car insurance information. We are conducting a thorough investigation to confirm the receipt of this information and to address any confusion regarding insurance charges. However, we want to clarify that he was not charged for additional coverage, as it shows on the rental agreement.
  
  4. **$20 Incident:**
     Mr. ***************** mentioned a $20 bill falling into the keybox, and we have text messages to corroborate that this was intended as a tip. We appreciate his generosity in offering a tip, and we want to clarify that this amount has not been included in any charges or deductions. It remains separate from the transaction and will not affect the refund process.
  
  5. **Alleged Car Breakdown:**
     Mr. ***************** claimed that the rented vehicle broke down, resulting in a less-than-pleasant experience. However, our telematics data contradicts this assertion. The vehicle's telemetry shows no indications of a breakdown or mechanical issues during the rental period. The vehicle functioned smoothly and reliably throughout Mr. ******************* usage.
  
  6. **Refund and Additional Fees:**
     It's essential to clarify that the total charges for Mr. ******************* reservation amounted to $65.07, as outlined in the payment details. The incidental charges of $54.50 were deducted from the security deposit, resulting in a partial refund of $245.50. No additional fees have been charged beyond the total reservation cost.
  
  7. **Missing Documents and Previous Communication:**
     We understand Mr. ******************* request for documents and want to confirm that we have already provided all relevant paperwork associated with his rental. These documents were sent via email, and we are available to resend them if necessary. Additionally, we have records of multiple conversations with Mr. *****************, during which we addressed his queries and provided the requested documentation. This includes information related to mileage, fuel charges, and insurance.
  
  8. **Text Message Response and Call Recordings:**
     In our last communication, Mr. ***************** responded with "All good tho" via text message. This indicates that our efforts to address his concerns were acknowledged and, at that point, considered satisfactory. We want to ensure that we continue to uphold open lines of communication and promptly address any outstanding issues. Furthermore, we record all our calls to ensure accuracy and maintain a record of interactions.
  
  We remain dedicated to resolving this matter fairly and transparently. If there are further details or specific concerns that require attention, please inform us, and we will promptly address them. We value the opportunity to work towards a resolution that satisfies both parties.
  
  Thank you for your continued assistance in facilitating communication, and we look forward to achieving an amicable resolution.
  
  Sincerely,
  Allison GM Supreme Rentals LLC

  Customer response

  01/11/2024

  
  Complaint: ********
  
  I do not accept the business's response as a resolution to my complaint because: Everything they responded is all Lies. I never received their Photos of the gas or the mileage. To this day, I have not received anything I requested, i.e., photos or my documentation, nothing. My phone doesn't have text capabilities, and in no way did I ever send any text saying my $20 bill was a Tip! They most likely had someone text them saying it was me!  I want my $20 bill back immediately, after driving that junk car, the last thing I would do is tip these theives. I want this company to provide the BBB all Photos and Documents pertaining to this rental immediately. I will then provide gas receipts, insurance confirmation, photos so I can take the next necessary steps. I have (1) cell phone that I use in case I break down which has no text capabilities.

  My Resolution is as stated above:

  1) I want this company to provide the BBB all Photos and Documents pertaining to this rental immediately. I will then provide gas receipts, insurance confirmation, photos.

  2) I want a Refund of my $20.00 immediately and confirmation through the BBB when and how I will receive it. 

  3) The reason for Rejection is stated above, Complete Lies, Scam Auto  Rental Co./LLC. I wish I read the reviews prior which is the same things they did to me.

  I truly appreciate your help in this horrible situation. Please let me know when they have given you the photos and all of my documentation, and my $20.00 they stole  so I can take the next steps for all other government and federal agencies.

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

   

   

  Customer response

  02/11/2024

  I do not want my complaint closed. I would like the BBB to help me with what I need to do next. This company stole my money. This company most likely has done it to others as well and I want this complaint re-opened. 

  I'll be waiting for your assistance regarding this matter.

  Thank You.

*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. ↩