Complaints

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• Initial Complaint

  Date:01/03/2025

  Type:Facilities 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.

  On January 23, 2024, I notified Mr. ***** ********, a representative of Amerigo Car Rentals, that the vehicle I rented had tags due to expire. Despite my concerns about driving an unregistered vehicle, Mr. ******** falsely assured me that the new registration was pending and that there would be no legal consequences if I were stopped because, as he claimed, it wasnt my responsibility, as it was a rental. He refused to provide a substitute vehicle, citing a lack of availability, leaving me with no lawful alternative.Initially, the business relationship with Amerigo Car Rentals proceeded without issue. However, over time, Mr. ******** began introducing arbitrary rate changes and additional restrictions on the ********. Querishi would claim that the owner or manager was unavailable and that he was merely a representative of the company with no decision-making authority. He repeatedly presented himself as a powerless intermediary despite evidence that he was, in fact, the owner of the business.After numerous irregularities, my supervisor began to suspect that payments were being misappropriated. Specifically, she noticed that payments were being made directly to an individual (***** ********) rather than to the business itself. Concerned about the legitimacy of the arrangement, she advised me to cease making payments through personal methods like Apple Pay and instead direct future payments to the company via credit card. Upon informing Mr. ******** of this change, he became irate and demanded that the vehicle be returned immediately, further confirming the questionable nature of his *************. Querishi escalated his harassment by repeatedly calling and texting me during work hours, disrupting my professional responsibilities and resulting in a loss of $2,300 in wages. He ultimately filed a fraudulent police report, falsely accusing me of theft. Fortunately, I was able to provide documentation proving that this was a civil matter, not criminal.

  Business Response

  Date: 01/09/2025

  
  Client:  Ms. ****** ******** ***********
  
  
  We would like to inform Ms ****** M ********* that our records indicate an outstanding balance of $3,986.76 owed to AmeriGo Car & RV Rentals. Upon preliminary review, we have determined that her assertion regarding a credit owed to you by our company lacks validity. As the head of the ************************** and in coordination with our legal team, I urge her to contact us promptly to address this matter. We are committed to ensuring fair treatment for all parties involved.
  
  
  Regarding her claim about ride-sharing costs, please be reminded that in ****************** it is mandatory for renters to return or exchange a rental vehicle if any issues arise, unless the vehicle is undrivable. She was informed that expired tags are a common occurrence, and law enforcement is aware that citations are not issued to drivers who do not own the vehicle. Despite our proximity, she opted to use a taxi instead of exchanging the vehicle. As a courtesy, one of our team members was dispatched to assist you with renewing the vehicle's tags. Rule of thumb is No Expense is reimbursable unless pre approved by rental company in writing. We have equipped all our vehicles with tracking devices and are currently reviewing the vehicle's movement during the period she claimed not to have driven it. Should our investigation confirm that the vehicle remained stationary during this time, we may be able to adjust your outstanding balance accordingly.
  
  
  It has come to our attention that while she rented the vehicle on a long-term basis, she experienced difficulties with timely payments in the last three months. Ms ********** requested extensions to her payment deadlines and retained possession of the vehicle for an extended period. According to the rental agreement, failure to return the vehicle or make payments necessitates reporting the situation to the authorities, as this policy is in place to protect our assets.  She needs to be reminded that her financial obligations, including unpaid tolls and camera tickets, remain outstanding. Furthermore, our vehicle she abandoned was completely empty of gas and was retrieved from a location approximately 1.25 hrs away, incurring a pickup charge of $495, which is already discounted from the standard rate of $655 and above.
  
  
  It is important to note that Mr. ***** and his team are exclusively responsible for managing current and open rental agreements. Any agreements that have been closed for 30 days or longer, along with associated issues regarding reimbursements or collections, fall under our jurisdiction.  
  Ms ********** has been provided with our contact information, including email addresses and phone numbers, and we hope she will reach out soon. 
  
  
  Additionally, we have been monitoring her communications with our local partners. Its a policy for the safety and security of our team members and clients. Ms ********** is crossing the line in her latest messages by naming his family members & address. We are currently reviewing & authenticating the text messages exchanged, as it appears there may be elements of intimidation directed towards Mr. ******** which are wholly unacceptable. Even if her information about Mr ******* and his family was inaccurate, we maintain a zero-tolerance policy towards such behavior. The possession of personal information about individuals does not inherently constitute a crime, rather, it is the manner in which that information is used that determines its legality. Utilizing such information to intimidate or threaten individuals crosses the line into criminal behavior. It is crucial to understand that while data may be accessible, employing it for coercive purposes is unlawful and unethical, regardless of the source.
  Any attempt to leverage personal information for coercive purposes is deemed criminal, and we may consider legal action to address this issue.
  
  
  Lastly we are committed to reach a solution sooner than later and we are fully available to hear Ms *********** story but to resolve this matter, we require the requested information at her earliest convenience.  Again, we are dedicated to addressing all concerns in a professional and equitable manner. Ms ****** M ********** is suggested to submit all supporting documentation and invoices to her claim. 
  If we do not receive a response by February 7, 2025, we will proceed to close this file.
  

  Thank you.
  
  Sincerely,  
  A. Rao  
  Head of Loss Prevention  
  AmeriGo Car & RV Rentals
  ************** 
  Email: 
  ****************************************************************************** 
  OR  ******************************************************************

  Business Response

  Date: 01/09/2025

   Documentation Submission Required for Account Audit
  
  As part of the ongoing investigation regarding Ms ****** M ********** account, it is imperative that she adheres to the following guidelines for documentation submission. Failure to comply may result in delays in the audit process and potential complications in resolving her account. No text or verbal conversations are acceptable. All correspondence has to be via email. 
  
  1. **Invoices**:  Must ensure that all ride share invoices submitted are legible, include her name, and cover the specified period. These must be sent via email to me. 
  
  2. **Payment History**: She is required to provide a detailed payment history for the last 90 days. This should include:
     - Transaction dates
     - The last four digits of the card used for payment
     - If payments were made through Apple Pay, include the exact date and amount for each transaction.  This data will be reconciled with ours. 
  
  3. **Vehicle Access**: It is essential to specify the date and time when you accessed our vehicle despite of expired tags. This information will assist in the reconciliation process. We will match it with out trackers data for that period. 
  
  4. **Deadline**: All documentation must be submitted via the provided email address no later than February 7, 2024. 
  
  Once we receive and review the necessary documentation, we will proceed with the audit and work towards providing a resolution.
  
  Thank you for the cooperation in this matter.
  
  ***  
  Loss Prevention 
  Amerigo Car & RV Rentals