Consumer complaint received 2020-12-09
Company: CAPITAL ONE FINANCIAL CORPORATION
State: LA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement
Sub-issue: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
On XXXX 3,2020 I went into the XXXX XXXX  XXXX  location within the XXXX XXXX airport to rent a vehicle. Upon checking out and getting the vehicle within my possession the vehicle which was a XXXX XXXX had the check engine light was on. I expressed my concerns about it I was given another vehicle same model as the one I was renting it also had the check engine light on. The manager informed me there were no more vehicles the size that I was renting and to return the following day to get an exchange. He also stated that the oil probable just needed to get changed and that he has not had the time to complete. I was leery of driving the vehicle because this is a local company and there are not any location 's in the state in which I am traveling so if there would be any break downs or issues they would not be able to get to me to do any sort of exchanges. This was very inconvenient since I was scheduled to leave on my trip that following morning. I made my way home and in addition to the check engine light on the steering wheel was shaking anytime you accelerated over 40 miles. The following morning XX/XX/XXXX I called to ensure they had a vehicle to exchange I was directed to roadside assistance who directed me back to the customer service. At this point my trip had been delayed by over 5 hours I returned the vehicle XXXX @ XXXX and took my own vehicle on my trip which was over 7 hours. The trip was too far to take a vehicle I felt was unstable I was immediately refunded my money and ensured by the manager that I would not be charged a early termination fee for returning the vehicle early. I was later charged about a week and a half later the exact amount that I was refunded of n {$110.00}. I attempted to reach out to the rental company and was not able to speak with anyone so I disputed with my credit card company. Ultimately my dispute was denied by Capital One indicating that since I agreed to the terms and conditions when initially renting the vehicle I was responsible for the charge. I attempted to explain that the only reason that I returned the vehicle early was due to the fact that the vehicle had issues that I was not comfortable driving a 7 hour drive one way in and returning in and in addition paying for a vehicle that I deemed to be be unsafe for myself and my family. I do not understand how a consumer whom agreed to rent a vehicle and agree to terms and no matter what happens is financially responsible for a faulty vehicle just does not seem right. I made a comment on the rental car 's social media page on XXXX and was advised to message them this was on XX/XX/2020 this is the only time that I was provided a detailed receipt of why I was re-billed the amount which shows a early termination fee which I was assured that I would not be charged.

Company response to consumer: Closed with monetary relief