Consumer complaint received 2023-08-19
Company: Khoury Alternative Claims Management
State: NC
Product: Debt collection
Sub-product: Other debt
Issue: Attempts to collect debt not owed
Sub-issue: Debt is not yours

Complaint:
XX/XX/XXXX : I rented a van through XXXX at the XXXX XXXX XXXX in XXXX, NC. I returned the van on the XXXX. ***There were no incidents or damage to the vehicle while in my possession. *** XX/XX/XXXX : I received a damage claim from Alternative Claims Management. They also called me, left me voicemails, and sent me an email with a request for my insurance information as they are processing a claim relating to my rental. 

I called the XXXX XXXX XXXX XXXX location only to be put on hold and then disconnected during the first three calls. On the fourth call, I actually had the opportunity to talk to an attendant, who after hearing my issue, put me on hold for 7 minutes only to disconnect me. I called back twice after that only to immediately get placed on hold and then disconnected. 

So, I drove down there to talk to someone in person. Waited in line for 30 minutes. Talked to XXXX behind the counter. I showed him my documents : the copy of the rental agreement and the letter from Alternative Claims Management, and my proof of trip coverage through another agency ( XXXX ). When I asked for an incident report he just gives me a blank stare. When I explain that they filed the damage claim through this site and that I'd like to see the claim, he said " we don't have that here. '' He asked if I took pictures of the van when I returned it. I did, but then deleted the video once I had the clean receipt. ( Now that it's been OVER 30 DAYS since I deleted the video, I can not retrieve it. ) He reviewed the Claim letter and said, " they're just asking for your insurance. '' I replied, " yeah, but whatever damage occurred didn't happen while I had the van. '' He handed me a customer service card and stonewalled me. 

I called the number, only to receive a voicemail prompt from XXXX XXXX XXXX and her voicemail box was FULL. Fortunately, she provided an email address within her message. 

XX/XX/XXXX : XXXX XXXX responded to my email inquiry and was at least able to inform me of the " body damage '' to the vehicle and provided some specifics there ; however, she couldn't be of further assistance because she doesn't handle claims. 

XX/XX/XXXX : I attempted to return XXXX 's call at Alternative Claims Management. Only that he wasn't available. The gentleman said that he's doing a damage claims investigation and wants my insurance information. He forwarded me to XXXX 's voicemail and I let him know that I was returning his call. 

I left requests for : the incident report ; time/date-stamped photos of the damage ; proof of repayment for damages ; repair cost ; and the vehicle utilization log from XXXX-present. 

XX/XX/XXXX : I opened a claim with the trip insurance company via XXXX - XXXX . They provided a claim number and said that they need the incident report and damage estimate. I emailed those requests to Alternative Claims Management on XX/XX/XXXX. 

On XX/XX/XXXX, I receive another claims notice with a damage estimate attached. I forwarded this to the trip insurance company XXXX . 

I will send a letter of dispute via certified mail on Monday, XX/XX/XXXX.

Company public response: Company believes the complaint is the result of a misunderstanding
Company response to consumer: Closed with explanation