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★☆☆☆☆

“Not professional and not honoring the contract”

written by jos_hu on 17/02/2019

The company is terrible. Filed a claim in August 2018; officially submitted all the documents clearly in Sept 2018; got partial reimbursement back by the end of December 2018. That process took more than three months. But it’s more than $330 short. Still in Feb 2019, more than $330 short. Up until to date, was not sure how the reimbursement was calculated and received no official response.

Almost called them every day and followed up with emails for months with my lawyer. The person who took care of my case works remotely so we could not connect with him at all times. Called for a week continually and then they maybe would give me a call and apologize for the delay and that they would continue investigating my case. The investigation took weeks or months although they guaranteed to reply in 5 business days. Usually, the response was vague and was not answering the questions directly.

It’s also true when it comes to communicating with emails. Their standard email responses usually are like: “we will try my best to provide you with an answer this week as we have a high demand of the client.” “Please note that we are waiting for the explanation report and should be estimated to be received within 5 days.” My case was re-open multiple times because their system automatically closed my case.

After those vague email responses, it would take about 2 weeks for them to contact you back and the response was often vague again and they weren’t answering my questions directly. They never answer when we should be able to get the reimbursement.
Their standard response usually involving asking me to submit the already submitted required documents again because they claimed they haven’t seen them. But again, we have submitted all the required documents in the original emails in September 2018. They would try so many excuses to delay the refund and reimburse less for you.

We paid at least $1827 US dollars for the damages, but they ended up only reimbursing me $1495.95 although the contract says they would reimburse up to $3500 US for the covered part we paid with all proper and reasonable documents.

They would use tons of excuses like the exchange rate to not reimburse me properly. When we asked further what the exchange rate was based on and when my claim open date is, they cannot give me a direct answer because they have been the ones have been delaying my case and waited for 3-5 months later when the exchange rate is low and benefit for them to reimburse me without any faults on my side.
Regardless, the exchange rate should not be causing the discrepancies by more than $330 US dollars from September 2018 to December 2018 ($1827 USD to $1495.95 USD) based on $2250 CAN.

Again, Discover Car Hire is concerned with the Canadian price. But the initial contract with Discover Car Hire was executed totally in USD and the Full Coverage was expressed in USD. However, they tried to argue that the payment would be in Canadian price.

Now in Feb 2019, it still has not resolved.

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