Complaints

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• Initial Complaint

  Date:09/11/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I picked up my rental car from Green Motion on July 24 th at 4:30 pm. ****** ********* was the employee whom I felt with and he did the pre-check. He noted on his diagram a good number of dents and two cracks in the windshield, Returned the car on July 28 th at 9:00 am. ****** Menecol was the employee we turned the car back to, she did not do a post check, we talked back and forth how good the car worked out for us at which time I mentioned it was all good except the stone chip in the lower passenger side had spread after we went up to pikes peek and had to turn on the defrosters. My wife and both noticed it spread. Green Motion charged me for the replacement of the windshield of ****** dollars, I feel that should of been turned into there insurance company and I would be willing to pay the deductible. ***** ***** admitted to me that that spot had been repaired prior to our rental.

  Business Response

  Date: 10/10/2024

  To whom it may concern,
  
  This is a letter in response to a complaint from Gary Ward.  Mr. Ward rented our Buick Encore AWD from 07/24/2024 until 07/28//2024.  When he returned the vehicle there was a large impact that broke the windshield (please see the attached photo) on the passenger side of the vehicle. This damage was in addition to a small chip that was already noted when he picked up the vehicle.  I'm including a copy of the check out/ check in form that shows the damage that was noted when Mr. Ward picked up the car and the new damage that was noted when he returned it. Mr. Ward claims that the damage was already there in the form of a chip that expanded.  As you can see from the picture of the damage and the damage form section when Mr. Ward picked up the vehicle the damages are separate.  As the picture shows, the damage is not from a previous crack that expanded out as it looks like a bottle or something round hit the windshield.  Because this damage was determined to be separate it falls under Mr. Wards responsibility to pay for the damage and replace the windshield.  Mr. Ward is correct in that the chip on the driver side area was filled and fixed so it would not spread but there wasn't a chip on the passenger side of the window.   I am also including a copy of the signed rental agreement.
   
   Here are the specific areas that cover a renter’s responsibility for the vehicle within the rental agreement. 
  
  “3. Condition and Return of Vehicle. Rental of this vehicle constitutes a "bailment," meaning that the use of the Vehicle is for Renter's own benefit. The Vehicle must be returned to our rental office or other location we specify on the date and time noted in this Agreement and in the same condition received, except for ordinary wear. Our determination of the condition of the Vehicle is subject to a final inspection for damage(s) which may occur in our facilities after drop off, whether or not the vehicle is checked in by an employee and whether or not such damage(s) are immediately recognizable or hidden. This also means that if the Vehicle is returned after closing hours, Renter's responsibility for damages under this Agreement continues until final inspection even if the damage occurred after the vehicle was returned. To extend the rental, Renter must contact our rental office before the due-in date listed in this Agreement. All Charges may continue to accrue until the return location opens for business. Service to the Vehicle or replacement of parts or accessories during the rental must have our prior approval. Renter must check and maintain all fluid levels, and return the Vehicle with at least the same amount of fuel as when rented, unless Renter purchases the prepaid fuel option.

  
  4. Responsibility to Others; Handling Accidents/Incidents. You are responsible for all loss or theft of, or damage to, the Vehicle, which includes the cost of repair, or the actual cash retail value of the Vehicle on the date of the loss if the Vehicle is not repairable or if we elect not to repair the vehicle, plus loss of use, diminished value of the Vehicle caused by damage to it or repair of it, and our administrative expenses incurred processing the claim.”
  
  In addition to the rental agreement that he signed when he picked up the vehicle, he was offered several products to cover the vehicle and any potential damage.  Mr. Ward was offered Renters Collision Protection, which covers damage to the vehicle involved in an accident, if it was stolen, or damage caused by hail or other weather-related acts. He was also offered coverage for the windshield and tires.  This would cover damages to the windshield and tires to repair them or replace them.  The agreement he signed stated that by declining the coverage he would be responsible for any damage and cost associated with that damage.

  
  Per our rental agreement and signed documents the charge for replacing the windshield because of damage that occurred while Mr. Ward had the vehicle are correct and appropriate.  He is responsible for the cost associated with replacing the windshield and we will not refund any money.