Zeeba Rent-A-Van

I am in receipt of the complaint filed by Ms *** dated July I9, 20ISFirst and foremost, it isunfortunate that she had an unpleasant experience with Zeeba Rent-A-VanHere, at Zeeba, wepride ourselves in our exceptional customer service and quality of vehiclesI was able to_
speakwith my staff who were involved in this reservation to understand the facts from both sides andreview any associated documents.I acknowledge and agree that Ms *** received a I4-passenger van instead of a IS-passenger van,which is what she had reservedMy staff explained to Ms *** due to shortage and delayed returnof our IS-passenger vans; we are forced to temporarily give her a I4-passenger van for the firstdayFurthermore, we promised Ms *** to swap the I4-passenger van with a IS-passenger vanlater that eveningAs promised, we delivered and swapped vans with herFor this reason, weagreed to not only credit Ms *** a full day rental at $I44, but an additional $3I for anyinconvenience we may have caused her (totaling $I7S)In order to keep Ms *** satisfied, we alsoagreed to pick up the van from her residence upon the expiration of her rentalZeeba had to spendan additional $Ito send independent drivers to pick up her van since her house is approximatelymiles away from our officeA few weeks later, we received a call from Ms *** that there was damage on the driver seat andthe van was smoked-in; she demanded additional credit to be given to her or else she would file acomplaint with the Revdex.com and other agenciesI believe a fair amount of credit was given to her andshe had accepted the credit at the timeThese other issues were never brought up in the initialcomplaint when we agreed to the $I7S credit and I don't believe she has a legitimate reason tojustify her claimUnfortunately, we do not respond to such demands for credit when there is nofactual evidence or proper justificationAt this time, there will be no additional credit or refimddueI am very sad Ms Hull's experience was not to her satisfactoryI can assure her that if shedecides to rent from our company again, I will personally handle her reservation and make sure shereceives the correct passenger size van and an exceptional service like any of our other customers.Please feel free to contact me with any further questions or comments at I-800-940-Sincerely,Kambiz MarashiGeneral Manager

Mr*** returned a vehicle that he had rented from Zeeba with noticeable damage to the windshield as well as the side of the vehicleThis is not uncommon for a van rental company, so we have a series of steps that take place following such instancesNormally, when a van is checkdamaged, our
Insurance Department will reach out to the client to confirm that they are aware of the damages as well as to verify that they are responsible so that an insurance claim does not come as a surpriseAt that point, the Insurance Department then moves forward with an insurance claim if the client does not wish to pay out of pocket for damages.Mr*** was contacted September by our Insurance Department for the reasons noted aboveNo claim had been filed, and no additional charges were made to his credit card for damagesMr*** immediately responded with photos of the damage and began threatening to file a complaint with the Revdex.com if we did not immediately close the claimHe also demanded that a manager contact him, which we immediately didAgain, no insurance claim had been filed at this point; however, Zeeba determined that dropping the claim as the best option so that both the client and Zeeba could move on.Although no claim was filed and no charges for damages made, Mr*** immediately began leaving negative reviews on our Yelp pages as well as demanding money back for completely unrelated chargesFor example, Mr*** returned the vehicle with insufficient fuel and was charged according to our rental policies that he agreed toMr*** expected to be refunded for this charge because of the confusion with the claimIt is understandable that Mr*** was upset at the thought of an insurance claim being filed in his name, however it does not mean that Mr*** is no longer responsible for the cost of the service he usedMr*** seemed to take the situation very personally, and began claiming any and all charges- including the cost of the rental which he personally signed for at time of pickup- as fraudulent.In regard to Mr*** being called and threatened by a manager, that is simply not trueMr*** was contacted by a manager at his own requestIt is absurd that a manager would somehow find out where Mr*** works, contact his work, and attempt to get him fired because of confusion surrounding an insurance claim that was never filedIt is clear that Mr*** felt taken advantage of, however Zeeba took every step possible to rectify the unfortunate situationI would also like to stress again that there was never a claim filed in Mr***’s name, and no fraudulent charges madeMr***’s concern seems to be a knee-jerk, defensive reaction to being contacted about an insurance claim that was never filedI hope that this letter provides sufficient evidence that Zeeba is professional, takes our clients’ concerns seriously, and continues to take the necessary steps to ensure that a situation like this does not happen againSincerely,Customer Success TeamZeeba Rent-A-Van

I am in receipt of the complaint filed by Ms *** dated July I9, 20ISFirst and foremost, it isunfortunate that she had an unpleasant experience with Zeeba Rent-A-VanHere, at Zeeba, wepride ourselves in our exceptional customer service and quality of vehiclesI was able to_ speakwith my staff
who were involved in this reservation to understand the facts from both sides andreview any associated documents.I acknowledge and agree that Ms *** received a I4-passenger van instead of a IS-passenger van,which is what she had reservedMy staff explained to Ms *** due to shortage and delayed returnof our IS-passenger vans; we are forced to temporarily give her a I4-passenger van for the firstdayFurthermore, we promised Ms *** to swap the I4-passenger van with a IS-passenger vanlater that eveningAs promised, we delivered and swapped vans with herFor this reason, weagreed to not only credit Ms *** a full day rental at $I44, but an additional $3I for anyinconvenience we may have caused her (totaling $I7S)In order to keep Ms *** satisfied, we alsoagreed to pick up the van from her residence upon the expiration of her rentalZeeba had to spendan additional $Ito send independent drivers to pick up her van since her house is approximatelymiles away from our office.A few weeks later, we received a call from Ms *** that there was damage on the driver seat andthe van was smoked-in; she demanded additional credit to be given to her or else she would file acomplaint with the Revdex.com and other agenciesI believe a fair amount of credit was given to her andshe had accepted the credit at the timeThese other issues were never brought up in the initialcomplaint when we agreed to the $I7S credit and I don't believe she has a legitimate reason tojustify her claimUnfortunately, we do not respond to such demands for credit when there is nofactual evidence or proper justificationAt this time, there will be no additional credit or refimddueI am very sad Ms Hull's experience was not to her satisfactoryI can assure her that if shedecides to rent from our company again, I will personally handle her reservation and make sure shereceives the correct passenger size van and an exceptional service like any of our other customers.Please feel free to contact me with any further questions or comments at I-800-940-9332.Sincerely,Kambiz MarashiGeneral Manager