ComplaintsforTexas Lonestar Collision

• Initial Complaint

  06/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Consumer was issued a rental vehicle on December 14, 2021 when his vehicle was in an accident. Consumer was not at fault in the accident. Safeway insurance should be responsible for all rental charges on the rental vehicle. Enterprise placed unauthorized charges on consumer's credit card in the amount of $977.01 on Jan 28 and $101.72 on Feb 2. (Attachment A) Those charges should have been billed to *********** Brook County Insurance, not consumer's credit card. Consumer contacted Enterprise and was told that he wanted extra insurance, but as you can see from the contract, he initialed declining added insurance. (Attachment B) As you can see from the billing, Enterprise was paid $1552.06 by Texas Lonestar Collision for 42 days for the vehicle rental. (Attachments C & D) In addition, Texas Lonestar Collision paid to Enterprise $1847.69 for 50 days rental on bill REF# 55PKL4, Agreement #XXXXXX. (Attachment E) That remaining balance was $1078.73 which is the amount that was charged to consumer credit card without authorization.(Attachment E) Enterprise has been paid by Texas Lonestar Collision a total of $3399.75 on a bill that shows total charges of $2926.42. There appears to be an overpayment by Texas Lonestar Collision on this vehicle rental of $423.23 and there should be no charges on this consumer's credit card. When consumer contacted *********** Brook County Insurance on 6/16/2022, he was told that they ********* sent a check for $1249.81 to Texas Lonestar Collision to pay for the rental vehicle, but as of today, 6/16/2022 the check has not cleared the bank. If and when Texas Lonestar Collision deposits this check and pays Enterprise, that would be a total of $4649.56 paid on a total bill for 50 day rental $2926.42. This would be an overpayment of $1723.14 to Enterprise by Texas Lonestar Collision and *********** Brook Insurance as well as $1078.73 that was charged to consumer's credit card.

  Business response

  07/11/2022

  Business Response /* (1000, 5, 2022/06/17) */ Texas Lonestar Collision, LLC made a decision to pay for a rental vehicle for this customer for several reasons. First, the customer needs medical treatment several times a week and their source of transportation was at our location. Second, there were circumstances surrounding the delay of completion of their work. The rental was reserved to begin on December 14,2021 and ONLY the cost of the rental was to be directly billed to Texas Lonestar Collision, LLC, as we maintain a charge account with Enterprise. When the customer picks up the rental vehicle, they are to leave their credit card on file for incidentals. The customer is also, offered additional insurances which are optional to purchase. As in the provided documentation, the customer accepted and agreed to the optional insurances (which will be at their cost). Texas Lonestar Collision, LLC was billed and paid for the rental by Enterprise for this customer. The documentation of billing and cancelled check was provided to the customer by Texas Lonestar Collision, LLC as requested. Consumer Response /* (3000, 11, 2022/06/30) */ When I went to Enterprise we exchange vehicles in the parking lot. No representative of Texas Lonestar came inside with me to get the rental. When I went to Lonestar for repairs we discuss the prices of rentals by small, trucks or large SUVs, they were out of my price range. So I was under the impression that they were billing me for one week at $153.93 for first week. There no discussion of extra insurance or extra papers to sign. The next day I went to Texas Lonestar Collision to see if they were taken care of the rental and they agree that they would be billed by Enterprise. January and February their was no charge on my Capitol One card no even the $153.93 on paper for first week. Then on my ******* One card there was a charge of a total $1078.73 for insurance. My impression was that Texas Lonestar was paying the entire amount of rental. I didn't order extra insurance I believe that Enterprise is forcing an unwarranty charge on me. The papers from Enterprise I fax to ******* and gave to the Better Business Bureau of San Angelo. In the response from Lonestar say I accepted additional insurance they were never at Enterprise they are going on what Enterprise told them. We were never all together Lonestar is going on hear say.

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