Rockport Auto Claims

[redacted] rented the vehicle from  5/20/2017 to 5/27/2017.  The vehicle was returned on 5/27/2017 with scratches and a dent on the rear passenger side wheel well.  I have attached photos of the damage.  Ms. [redacted]'s insurance reviewed all the supporting documents and...

photos, however the claim was not covered because it was under Ms. [redacted]'s deductible.  A copy of the check out video was emailed to Ivana.[redacted]@gmail.com for review.  This damage was not there when the vehicle was checked out.  [redacted] is not blaming Ms. [redacted] for the damage, but renter is responsible for damage 100% regardless of fault.  The vehicle was probably hit while parked.  Ms, [redacted] should have benefits with the credit card used to rent the vehicle with.  This was stated in the first letter that was sent to Ms. [redacted].  Ms. [redacted] was disputing the damages and said she would send in a letter of dispute, which was never received.  After we received the denial from [redacted], a letter was sent to the renter stating insurance did not pay with no response from Ms. [redacted].  A final demand was then send on 7/11/2017 with no response.  File was sent to collections on 7/25/2017.

As you can see in the photos, this is not just a scratch.  Rockport Auto Claims does not write the estimate for the damages, we only process the claims.  We were not aware of you having purchased protection from [redacted], otherwise we would of sent all the supporting documents to [redacted].  A copy of the check out video was emailed to you showing there was no damage to the vehicle when the vehicle was checked out.

Rockport Auto Claims handles the damage claims for Roam Rental of Miami, DBA [redacted].  Mr. [redacted] signed and agreed to the terms and conditions of the rental agreement which I have attached.  The remaining balance that is owed by Mr. [redacted] is the Administrative Fee which is our fee...

for handling the claim.  We waived the Loss of Use because [redacted] will not pay for the Loss of Use without either fleet utilization logs or a final repair bill. This is [redacted]'s benefit contract between the card holder and the [redacted].  In the spirit of compromise we waived the Loss of Use in order to resolve this claim.  However we cannot waive the Admin Fee,