Consumer complaint received 2023-08-23
Company: CAPITAL ONE FINANCIAL CORPORATION
State: TX
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Add-on products and services

Complaint:
I have a XXXX XXXX XXXX XXXX that is backed by XXXX, this complaint is specifically about XXXX and XXXX 's benefits that cover a credit card holder in case of damage of a rental vehicle. 

From XXXX Benefits, my claim XXXX was XXXX XXXX from XXXX XXXX XXXX XXXX XXXX XXXX. 

Link to guide to benefits : https : XXXX % XXXX XXXX benefits XXXX number : XXXX On XX/XX/XXXX, a vehicle that I rented off of XXXX from XXXX Rentals, the vehicle was damaged in a hit and run -- with a totaling damage of {$3000.00}. I paid for the damages w/ my XXXX and was expected to get a reimbursement as it is listed under the " Guide to Benefits '' under my card number. I paid {$2000.00} XX/XX/XXXX, and {$1000.00} XX/XX/XXXX, to XXXX XXXX XXXX XXXX XXXX XXXX with my XXXX. I made sure to call them and ask if they will reimburse me if I pay the owner directly so the burden of the repairs weren't on him, they confirmed that they would pay me back if the claim was valid. 

I created a claim with XXXX on XX/XX/XXXX and provided all the paperwork they needed, and they denied my claim and per the email : # # # # # # # # # # # # # BEGIN QUOTE # # # # # # # # # # # # # # # # # # # # # " Dear XXXX XXXX : After careful consideration and review, we regrettably must advise you that we are unable to extend coverage for the above claim based on the following policy language : Unable To Provide Coverage For This Oss Based On The Following Doc Language Per GTB : " KEY TERMS : Rental agreement means the entire agreement or contract that you receive when renting a vehicle from a vehicle agency that describes in full all of the terms and conditions of the rental, as well as the responsibility of all parties under the rental agreement. '' Supports : 1 ) The rental vehicle was acquired from a car sharing service and not a rental agency.

2 ) The rental vehicle is confirmed to be privately owned and not owned by another rental company. '' # # # # # # # # # # # # # END QUOTE # # # # # # # # # # # # # # # # # # # # # I will respond to their points as I did with them 1. ) No where in their Guide To Benefits says that Turo isn't covered -- they actually cover WHAT IS NOT COVERED in the guide and Car Sharing is not one of them. It just says anything covered by a " car rental agency '' which I rented through turo from a car rental agency.

2. ) The rental is owned by a person under a business called The XXXX XXXX XXXX based out of XXXX. XXXX XXXX XXXXXXXX This is taking advantage of consumers with loose language -- '' car rental agency ''. They even provide a Key Terms to define important resources at the beginning of their agreement, but they do not cover " car rental agency '' -- this seems like a great way to avoid paying claims -- even though they specifically list what is not covered. 


This is the full list of contact information given to me at the bottom of each claim email : XXXX. Email : XXXX XXXX. Mail : XXXX Assistance XXXX, c/o Program XXXX at XXXX Claims XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX, Ohio XXXX XXXX XXXX. Courier or Registered Mail : XXXX Assistance XXXX, c/o Program XXXX at XXXX Claims XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX, Ohio XXXX XXXX XXXX. Fax Documents to : XXXX XXXX. Upload Documents : https : //www.mycardbenefits.com

Company response to consumer: Closed with explanation