Consumer complaint received 2023-04-17
Company: Viking Client Services
State: WA
Product: Debt collection
Sub-product: Other debt
Issue: Attempts to collect debt not owed
Sub-issue: Debt is not yours

Complaint:
In XX/XX/XXXX I reserved a XXXX XXXX ( or similar sub-compact vehicle ) online from the XXXX XXXX XXXX at the XXXX XXXX XXXX. XXXX for XXXX XXXX, XXXX. When I arrived to pick it up, I was told there was no XXXX XXXX available, so the XXXX employees gave me a XXXX XXXX ( California license plate # XXXX ) in lieu of the XXXX XXXX. When I was given the keys to the XXXX XXXX the XXXX  employes did not review the condition of the vehicle with me, they did not accompany me to the garage, and they did not provide me with a prior damage form. The XXXX XXXX had several scratches/denting along the passenger side of the truck as well as some denting along the tailgate when I received it. Because of this I took photos of the outside of the truck while I was still in the airport garage. 

I returned the XXXX XXXX on XX/XX/XXXX at approximately XXXX XXXX pursuant to the rental contract. The vehicle incurred no damage while I had possession of it. When I returned the XXXX XXXX there was no conversation regarding the scratches and denting on the truck. Instead, one employee scanned the barcode on the truck and sent me an electronic receipt and then I left for my flight. The electronic receipt from XXXX does not reference any damage. I did not receive any notice of any kind from XXXX regarding damage to the XXXX XXXX. 

After a few months I deleted the photos to clear storage on my cell phone assuming I no longer needed them. I later made several attempts to restore theses photos including calling XXXX trying to recover them via XXXX Photos, by using two different third-party apps that claim they can restore deleted files, and by looking into my phones storage for raw files. Unfortunately, I was unable to recover the photos. 

On XX/XX/XXXX ( over four months later ), I received a bill from Viking Client Services , LLC informing me that XXXX had referred this matter to them for collections. The bill claimed that I owed {$3300.00} for damages to the truck. Yet I did not damage their truck. I was very surprised by this letter as I had to this point never been contacted by XXXX  in anyway. 

At first, I assumed that this was an error on the part of XXXX XXXX XXXX, so I took the following steps : First, I submitted an online dispute form with Viking Client Services , LLC on XX/XX/XXXX as I was concerned about my credit score being affected by a mistake on XXXX  part. 

Next, I contacted XXXX XXXX XXXX via phone on XX/XX/XXXX and informed them that I had received a bill from Viking Client Services , LLC and explained that I did not do any damage to the vehicle and there had been a mistake. After talking with the XXXX representative, he informed me that it was an error on the part of XXXX. I asked him how long it would be before it was resolved with Viking Client Services , LLC and he told me that it would be 48 hours. 

During that 48-hour period, Viking Client Services , LLC called me, and I missed their phone call. I assumed that Viking Client Services , LLC was calling about a resolution to the situation, so I called them back. Right away Viking Client Services , LLC informed me that they were attempting to collect a debt. I informed Viking Client Services , LLC several times that I did not cause damage to the vehicle. I also asked Viking Client Services , LLC if they had spoken to XXXX XXXX XXXX about the matter, since to this point I was under the impression that XXXX planed to resolve it. After four times of asking the Viking Client Services , LLC representative he informed me that he had not called them. I ended the call to Viking Client Services , LLC as I decided I needed to contact XXXX XXXX XXXX again. 

I then contacted XXXX XXXX XXXX via phone on XX/XX/XXXX to see if they were in the process of resolving the issue with Viking Client Services , LLC. This time when I contacted XXXX XXXX XXXX, they told me that they had no capability to remove me out of the debt collection process. During this phone call the XXXX XXXX XXXX representative informed me that they had photos of the damaged truck. I asked her to send me those photos via email and she did ( this was the first time XXXX XXXX XXXX ever sent me anything suggesting I had damaged their vehicle ). The photos showed the same damage that the vehicle had prior to me renting it. 

Because the representative said they could not help me I asked for their advice on how I should proceed. They informed me that I could call the local XXXX XXXX XXXX  counter at the XXXX XXXX XXXX, and they provided me with the number to call them. I attempted to call the number that they gave me, however it rerouted me back to the national number where again I explained the situation to a third XXXX representative. In this conversation they also informed me that they could not resolve the matter. 

I received a packet from Viking Client Services , LLC on XX/XX/XXXX by mail which fulfilled the requirement to send me the paperwork from the dispute I filed with them. It contained the initial bill from Viking, my XXXX rental receipt, vehicle repair estimates, photos of the vehicle, an accident/incident report form, and XXXX  fastbreak package. 

Since I felt like I was not making any progress I decided that I should contact XXXX  via email where all our communications could be in writing. 

On XX/XX/XXXX, I sent XXXX Customer Service ( XXXX ) an email containing an explanation of the situation and asked them to answer the following questions : 1. Does XXXX have a policy of allowing customers the opportunity to mark any pre-existing damage on vehicles before they rent them? 
2. Under what circumstances, if any, are XXXX employees not required to provide customers with the opportunity to mark down any pre-existing damage on a vehicle? 
3. Do you have any knowledge as to why I was not afforded the opportunity to mark down the damage on the XXXX XXXX when I received it. 
4. What is XXXX  standard operating procedure when it discovers damage to a vehicle? 
5. Upon discovering damage to a vehicle after it has been returned, does XXXX contact the customer to inform them of the damage and allow them an opportunity to explain, to contact their insurance provider, and/or to deny the accusation of having caused the damage?

6. Do you have any knowledge as to why XXXX never contacted me regarding the damage on the truck? 
7. When did XXXX refer this case to Viking Client Services , LLC? 
8. Can you verify that there were no XXXX XXXX ( or sub-compact vehicles ) available to rent at XXXX XXXX XXXX XXXX. XXXX on XX/XX/XXXX? 
9. Can you provide me with the non-confidential rental records, and any other use, of the XXXX XXXX for the three months preceding XX/XX/XXXX? 
10. Do you have any evidence of damage to the XXXX XXXX prior to XX/XX/XXXX? 

I appreciate your prompt attention to this matter. I am in the market to purchase my first home and am concerned that my credit rating will be negatively affected by your mistake. Thus, time is of the essence. I did absolutely no damage to the XXXX XXXX and will not be paying Viking Client Services , LLC any amount. Please contact Viking Client Services , LLC and withdraw this matter. 
Please contact me at Customer Email if you have any questions of me. I hope to resolve this with you promptly. 

Thank you for your time and consideration. 

XXXX  replied via email with the following : RE : XXXX  Case : XXXX Reservation : XXXX Rental Agreement : XXXX Dear CUSTOMER, Thank you for contacting XXXX Customer Service regarding the matter of a claim on your rental from XXXX XXXX XXXX XXXX XXXX. 

We would like to apologize for any issues or difficulties that you may have experienced during the course of your rental, and are happy to guide your inquiry. 
When customers review their vehicle and notice some inconveniences, we recommend taking images with time stamped and attach. 

Also, can fill out the online form and submitted an accident/incident report form, one is generally provided within the jacket of your rental document, or found with the vehicle documentation in the glove box. 

You may also download the form at : XXXX XXXX XXXX 
https : XXXX Please note XXXX  Customer Service does not directly handle damage or liability claims. XXXXXXXX XXXX XXXX handles vehicle damage claims for XXXX XXXX locations in the United States, Puerto Rico, US Virgin Islands, and XXXX. 
The toll free number to contact XXXX XXXX XXXX regarding a damage or liability claim on a XXXX rental is XXXX. You may also email XXXX XXXX XXXX at XXXX. 

Thanks for choosing XXXX, we appreciate your business and hope you have a great day. 

If you have any further questions, please do not hesitate to ask. 
Sincerely, XXXX Representative | Customer Service XXXX XXXX XXXX XXXX XXXX After receiving this email I sent the same letter to XXXX Claims Management ( XXXX : XXXX ) and ccd XXXX Customer Service on the email. 

Before XXXX Claims Management replied, XXXX Customer Service sent the following email : XXXX  Case : XXXX Reservation : XXXX Rental Agreement : XXXX Dear CUSTOMER, Thank you for contacting XXXX Customer Service regarding the damage charges on your recent rental. We would like to apologize for any issues or difficulties that you may have experienced during the course of your rental. 

When a customer rents from XXXX Rent A Car, they have the option to purchase the Extended Roadside Assistance ( RSN ) coverage at the time of rental that will waive additional costs associated with any roadside service provided by our XXXX XXXX XXXX. Customers can also purchase a Loss Damage Waiver ( LDW ) that will waive their responsibility for vehicle damages incurred during an Emergency Roadside event. 

Our records do not reflect that you purchased either the Extended Roadside Assistance ( RSN ) or the Loss Damage Waiver ( LDW ) that would have waived these costs. Since these waivers were not purchased, we have determined that you are responsible for the full cost of the services provided and/or any damage incurred to the vehicle. 

Thank you again for choosing XXXX XXXX. We appreciate your business and look forward to another opportunity to serve your rental needs. 

Sincerely, XXXX Representative XXXX Customer Service XXXX XXXX XXXX XXXX System Shortly after XXXX Claims Management responded with the following email : Thank you for contacting XXXX Claims, For further assistance in this matter, you may reach out to the Fast Track Team, the previous claim handlers, at XXXX and reference claim number XXXX. 

Thank you, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Claims XXXX email : XXXX To me this email implies that they found me liable because I didnt purchase their Loss Damage Waiver, but again I did not cause damage to the XXXX XXXX, and I had my own car insurance. Because I was not satisfied with XXXX XXXX XXXX email ( from XXXX ) I sent an email stating I have yet to receive a response with answers that addresses all of my questions and sent my list of questions again. 
On XX/XX/XXXX, XXXX XXXX XXXX  sent the following response : Budget Case : XXXX Dear CUSTOMER, Thank you for contacting XXXX Customer Service with your inquiry. XXXX, The Claims Center and Viking Client Services are authorized representatives for XXXX XXXX XXXX XXXX primarily in matters of damage claim collections. Please follow the instructions within the letter they have mailed to you. Their direct contact information, mailing address and phone number, are provided in their letter to you. If you no longer have their correspondence you may phone XXXX for assistance. 

We apologize for any inconvenience as our Customer Service group is unable to directly assist in these matters. Any questions on this issue should be addressed directly with the processor who sent you the letter. 


Sincerely, XXXX Representative | Customer Service XXXX XXXX XXXX XXXX System To date, I have still not received any information from XXXX  that addresses my questions, I assume this is because their standard operating procedures were not followed. I am incredibly hesitant to contact Viking Client Services again to resolve the issue as I am not interested in paying for damages on the XXXX XXXX  that I did not cause. Unfortunately, XXXX  XXXX XXXXr does not seem willing to deal with the matter without referring to some other third-party organization. I am concerned that this will impact my credit score and as I mentioned in my email to XXXX XXXX XXXX, I am trying to buy a house and I am very worried that this will impact my ability to do so. I am very concerned that XXXX XXXX XXXX can send people to collections without ever informing them, this seems very unethical. I will certainly never rent from the XXXX XXXX XXXX XXXX XXXX XXXX and I will always advocate that other people avoid renting from this company unless XXXX can make it right by dropping the charges and removing my name from collections.

Company response to consumer: Closed with explanation