Rockport Auto Claims Reviews (63)
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Rockport Auto Claims Rating
Address: PO Box 2477, Fulton, Texas, United States, 78358-2477
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Complaint: [redacted]
I am rejecting this response. Please read my following response.
Dear Revdex.com personnel,
Thank you for handling my complaint and informing me of BAC’s response. I would like to respond
to Bentley Auto Claims (BAC) regarding its responses to my complaint. I numbered their responses in order to
provide a point-to-point response. In
each of my response below, BAC’s response is quoted first and labeled as BAC,
and my response follows with “Response:”1. BAC: “This was sent to collections because [redacted] said "her
insurance told her she did not have to pay anything else on this claim I
explained to her per her contract, I also explained to her that I would?work
with her, she said no send me to collections I'm not paying I told her ok I
will forward today, she said that she will call her attorney and have him call
me because she feesl that she should not owe anything."” Response: That conversation took place on the phone during the time
when [redacted] was unable to satisfy my insurance company’s requirement of
proper documentation of her bill and made several phone calls to me to collect
money. She threatened me to send my file to
collections and that was why the conversation took place. My insurance company told me that except my
deductible, I should not pay anything on this claim. It would pay when they received the proper
documentation from [redacted]. As far
as I knew, my insurance to-date has not received her documents but paid
recently due to my explanation to them. So my response early to her was
proved by my insurance company’s full-payment to BAC.
2. BAC: “This was after several months of [redacted] tryed to get
this settled between AAA and Discover Card. Several messages were left
for the adjuster Rebecca at AAA with no return phone calls.”
Response: I did not know what BAC described above. Why she kept making
phone calls instead of providing proper documentations to AAA? I am guessing, my adjuster did not return her call because
she was expecting her to send her the proper documents and perhaps she thought
no further conversation was needed. Had [redacted]
[redacted] provided the proper documentations to AAA back in April of 2014, BAC
should have been paid by AAA in full (less $250 deductible) that time and this
whole lengthy process would have been concluded without any issue prior to my
move to another state. What I said that
my insurance would pay in full was true and it did pay in full, except that interest/collection
fee. It is groundless to claim that AAA
did not want to pay. AAA was waiting for
proper documents from [redacted] from April of 2014 to February of 2015, but then AAA paid $726.77 without receiving documents in order to protect me on Feb 12, 2015. I cannot understand why [redacted] could not
provide the documents requested by AAA and triggered a train of unnecessary
activities that wasted everyone’s time and energy.
3. BAC: “Discover Card was waiting on [redacted]'s monthly billing
statement to complete the claim for her deductible. [redacted] never sent
in her documents.”??
Response: I did not know when she contacted Discover card. I sent all required documents to Discover’s
insurance company electronically and responded a couple of phone calls to the
adjuster there. I was then paid $250 for
the claim related to this incident by Discover’s claim department in early. I then paid $250 (as the deductible) to BAC in
July 2014. Discover never asked for any more documents after that. Her statement of “[redacted] never sent in her
documents” was simply not true.
4: BAC: “This file was sent to a national collection agency.
Their charge for handling the claim is 30% of the balance. This is a
collection fee not interest.”
Response: According to my insurance company’s response to [redacted],
it was an interest. No matter it is an
interest or collection fee, this charge should not have happened if [redacted]
had satisfied my insurance company’s requirement of proper documentation back
in April of 2014. It was [redacted]’s
mistake and she basically demanded me to pay for her mistake.
5. BAC: “I have attached a copy of the terms and conditions of the
Rental Agreement.”
Response: The point here is that my insurance company never said at
any point that they would not pay. AAA
simply wanted to receive proper documents from BAC, and then they were going to
pay. AAA was waiting for those documents
in April and on. But the documents were
never sent to AAA. In fact, in order to
protect me, AAA eventually paid $726.77 to RAC although the documents were not
received. It is not proper to argue that
since AAA did not want to pay, I, as the customer needs to pay. Moreover, that is the problem of ACE Rental
Car and its car insurance company BAC.
As I stated in my first complaint, I was pointed out to sign here and
there on the rental agreement at the counter in 5-minues, and not given the
opportunity to read the whole agreement.
I am just a hopeless consumer. Again, in order for my insurance company
to pay in full, BAC has to provide the proper documents my insurance company
requires and it is clear that I was not able to provide those documents for
BAC. So it was BAC’s improper
documentation that delayed the whole payment process from my insurance company
and caused this lengthy “collections” process.
[redacted] should provide the proper documentation to AAA insurance so
that BAC can get paid in full. But [redacted]
[redacted], for whatever reason, failed to provide proper documents while AAA was
waiting for them and chose to run after me and threatened me for sending my
file to collections and she already did send my file to collections. I don’t think this is a proper business
practice.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because:Since my wedding in April, this has hung over my and my wife's head, as we've worried about how to pay for something that in all honesty and fact driven investigation can't be explained. Now, even the hail report that you have provided me shows as minor hail as could be recorded, restricted to the northwestern most part of the state (at least 60 miles from Kansas City) all of which at earliest report occurred some 6 hours after we returned the vehicle (the earliest report shows 16:07, or 4:07 pm, and that's in Iowa: we were seated on our plane out of Kansas City at 9:43 am of April 9th (Delta 941 departed after delays at 10:30 am). I am preparing to serve [redacted] Car Rentals in small claims court. I and some 150 others from my wedding party are more than ready to attest to the fact that my wife and I spent the entirety of our stay between Kansas City and Jefferson City, Missouri, well south of the areas of concern. We had already landed in our destination before any hail reported in the region.
Regards,
[redacted]
We are currently awaiting the final repair bill on this vehicle from [redacted] Rent A Car in Denver. [redacted] has a $250 deductible which should be taken care of thru her credit card company benefits. The balance of the Physical Damage will be submitted to USAA once we have the final...
repair invoice. The policy with USAA does not cover Loss of Use, Diminution of Value, Appraisal Fee or Admin Fee. These items are still owed per the Rental Agreement Terms and Conditions which I have attached. The credit card company will also cover Loss of Use and up to $150 of the administrative fee.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
Complaint: [redacted]I am rejecting this response because:1. The accident report was filled out by Rockport Auto Claim business partner without the knowledge of my wife, [redacted]. At no time during check-in did Rockport Auto Claims's business partner note the claimed damage during check-in because it probably did not exist.2. After we return the vehicle, all damage cause by Rockport Auto Claim's business partner is not our responsibility.3. The Farmer's letter nothing more than Farmer's finding that they will not pay. It is not a finding of fault. Farmer's was told the facts of the case. They chose to ignore them because of the deductible.4. [redacted] Insurance has denied the claim because they have found that we are not responsible for the damage. We have filed against them with the Insurance Commissioner here because they too wanted to leave us to deal with the alleged claim without support. Attached is their response.5. The cost of the alleged scuff is grossly inflated. Attached is the estimate. To fix that shown scuff, the estimate includes repairing: the stripes and mouldings; the rear door, including the handle; glass; and tail light assembly. This is shown to really clearly show what type of business that Rockport Auto Claims really is when it comes to their "service." The Revdex.com is created to protect consumers from these types of operations.6. I understand that my credit card may cover their alleged costs and line their pockets. But ultimately all consumers pay for fraud. Whether paid through insurance, credit card or otherwise. It is not Okay.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because even though they have acknowledged that I am not the at fault party, I have...
yet to receive written notification from Rockport Auto that they have withdrawn their demand for payment from me personally. I have nothing to do with their dealings with the at fault party, as I have fulfilled my obligations per the contract.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because:1. No damage was noted upon return of the vehicle. If this is for more that a scratch, it would have not been missed during the return. We have no idea how this damage can be attributed to us, our credit, our household for something not disclosed during check-in.2. I understand that you are just the collection point of this consumer fraud operation. That point will be noted in my complaint to the New York Attorney General. [redacted] Rent A Car in New York makes the claim, [redacted] in Florida concocts an estimate, and Rockport Auto Claims in Texas processes the alleged claim against the consumer without looking at the validity.3. Now, [redacted] paid a claim to Rockport Auto Claims in the amount of $1929.46 on August 14, 2017 on this issue. That amount must have been negotiated. It appears to cover the damage and $400 for something (perhaps the $400 weekly rental cost that was our rental rate - although Rockport Auto Claims wants $200 per day). But the issue is truthfulness here. Rockport Auto Claims has stated in the previous correspondence on 8/21/2017, that they no nothing of [redacted]. The submitted [redacted] document is dated July 14, 2017. [redacted] would have sent this letter to Rockport or [redacted] Rent A Car too. As such, the Rockport response does not hold to any standard of being truthful.4. We are not claiming that the damage was ever present when we had possession of the rented vehicle. We are claiming that the damage never existed at all.Consumers and lenders (e.g., credit accounts, property, etc.) need protection against this type of predatory practice.
Regards,
[redacted]
Mr. [redacted] rented the vehicle from [redacted] in New Jersey. Upon signing the Rental Agreement he agreed to the terms and conditions. [redacted] sent a check directly to [redacted] bypassing Rockport Auto Claims and gave no explanation of what they were paying. The Rental Agreement is...
between [redacted] and the renter Mr. [redacted] not [redacted]. We work with the insurance companies and credit card companies as a courtesy to the renter's. The balance owed remains and there is now a 30% collection fee that has been added since it was sent to a National Collection Agency. Rockport Auto Claims tried working with Mr. [redacted] since 12/19/2016 all calls and communication were ignored by Mr. [redacted].
This was sent to collections because [redacted] said "her insurance told her she did not have to pay anything else on this claim I explained to her per her contract, I also explained to her that I wouldwork with her, she said no send me to collections I'm not paying I told her ok I will forward today,...
she said that she will call her attorney and have him call me because she feesl that she should not owe anything ." This was after several months of [redacted] tryed to get this settled between AAA and Discover Card. Several messages were left for the adjuster Rebecca at AAA with no return phone calls. Discover Card was waiting on [redacted]'s monthly billing statement to complete the claim for her deductible. [redacted] never sent in her documents.This file was sent to a national collection agency. Their charge for handling the claim is 30% of the balance. This is a collection fee not interest. If [redacted] wants this off her credit it needs to be paid.I have attached a copy of the terms and conditions of the Rental Agreement.
First of all I would like to clarify that every effort was made to settle this with your insurance company. Several attempts were made to with Mr. [redacted] to settle this claim.5/14/2014 - mailed balance letter5/21/2014 - l/m for Mr. [redacted]5/28/2014 - emailed Mr. [redacted] balance...
letter6/02/2014 - rcd check from Mr. [redacted] for $600 deductible06/10/2014 - emailed Mr. [redacted] for balance06/17/2014 - emailed Mr. [redacted] final demand07/01/2014 - sent file to collections07/16/2014 - file received by collections08/25/2014 - check received from Mr. [redacted] for $432.57 - Admin Fee11/03/2014 - check received from Mr. [redacted] for $300.30 - Loss of Use There is a 30% collection fee when sent to collections. Which is the balance of $219.86.In the spirit of compromise I will close this file paid in full. I will contact the collection agency to close and remove any negative marks as a result of this claim with all three credit bureaus. ?
Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]
The at fault party covered the Damages, [redacted] covered the Loss of Use, appraisal fee and Admin Fee. In the spirit of compromise we are waiving the Diminished Value as this should have been paid by the at fault party. I will notify the collection company to close the claim and remove any reports to the credit bureaus.
I have attached the hail reports for April 9th, 2017. Your insurance company has reviewed all the supporting documentation and is sending payment for the Physical Damage less your $250 deductible. I have instructed the rep handling this claim to lower the Diminished Value to 10% of the...
Physical Damage in the spirit of compromise.
Complaint[redacted]
I am rejecting this response because:The fender damage to the vehicle did not occur during the rental period. It was not present when I rented the car, nor when I returned the car to Drivo. After paying the claim and then hearing my side of the story, the insurance representative agreed that there was cause for deeper investigation into why I was being charged for damage that did not occur during my rental period, and recommended I contact the attorney general's office, which I have done.Regards,
[redacted]
Farm Bureau has agreed to pay for the Diminished Value and Loss of Use. The renter is responsible for the admin fee per her rental contract. In the spirit of compromise we will settle for $150.00 on the Admin Fee. I will have the representative handling the claim send **. [redacted] a...
revised letter.Respectfully,[redacted]Clai** Manager
All documentation was sent to AAA. Bentley Auto Claims, LLC is NOT an insurance company. We handle the claims for ACE Rent A Car who is self-insured. We simply work with the insurance companies and credit card companies as a courtesy to the renter's so that they are not out of pocket for the full amount of the claim. I find it odd that AAA paid this claim even though no further documentation was sent to them. The contract you have with your insurance company is between you and AAA. The contract (Rental Agreement) is between you and ACE Rent A Car. And this is what we enforce. AAA was asking for documentation that was irrelevant to this claim. The terms and conditions state what is owed. They were asking for fleet utilization logs which has nothing to do with the Loss of Use. ACE Rent A Car was not asking for Loss of INCOME. They were seeking Loss of Use while the vehicle was in the shop being repaired. I think your issue should be with AAA not Bentley Auto Claims.
The administrative fee is 10% of the Physical Damage. This is our fee for handling the claim. We do not have a contract with the at fault party, the renters insurance company or the renters credit card company. We work with all parties involved to get the claim resolved. In...
the event there is no coverage for any items related to this claim the renter is responsible. This claim should of been resolved within 90 days, but [redacted] took four months to just pay the physical damage. The representative handling this claim worked with [redacted] to get the Loss of Use and Diminution of Value paid, then worked with Progressive which there was no coverage for the remaining items and then worked with American Express who denied the admin fees. The representative even offered to negotiate the administrative fee with you and you still refused to pay. I understand that you were not at fault for this accident, but per your contract with [redacted] [redacted] you are 100% responsible for all damage.
Complaint: [redacted]
I am rejecting this response because:I have no idea who this is, but I suggest you speak with either [redacted]r or [redacted]. They both told me just today - they will not deal with [redacted] and they are coming after me directly even though that is incorrect. This was just today.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
Ms. [redacted] purchased insurance online with a company called "Protect Your Bubble Insurance". Protect Your Bubble has closed the claim, because they are waiting on proof that Ms. [redacted] traveled more than 100 miles during her rental. I have attached a screen shot from their website....
It took me a while to find the exclusion. I have also attached a copy of the email I received from [redacted] at Protect Your Bubble. I have since then informed my client Drivo Rent A Car to make renters award of this with Protect My Bubble in the future. She also purchased SLI which was purchased from Drivo, this is to cover any damage to another vehicle or property. The $350 charge is just an authorization on the credit card, once the claim is paid this will be removed. I understand how frustrating this can be, but per the contract Ms. [redacted] is responsible for all damage regardless of fault. It would be best if Ms. [redacted] contacts Protect My Bubble and find out exactly what documentation they need to prove she was traveling more than 100 miles in order for them to take care of this claim. I was told the gas recept Ms. [redacted] provided was not sufficient. Drivo appreciates your business and the staff here at Rockport Auto Claims will do what we can to help resolve this issue. Thank you! Wanda Reyna