Consumer complaint received 2016-07-28
Company: JPMORGAN CHASE & CO.
State: OR
Product: Credit card
Issue: Advertising and marketing

Complaint:
XXXX XXXX, 2016 Rented a car from XXXX with my XXXX card for 7 days. While the rental car was in my care, I had hit a small animal. Small damage. XXXX has a benefit called Auto Collision Damage Waiver. How to activate this benefit is to do the XXXX following. 
For the benefit to be in effect, you must : Initiate and complete the entire rental transaction with your eligible XXXX card, and Decline the auto rental company 's collision damage waiver ( CDW/LDW ) option or similar provision. 
The whole document of the benefit is here : ( XXXX ). 
So after noticing that there was a cracked front end of the bumper I proceeded to file claim with XXXX XXXX online. XXXX had requested these documents : A copy of the Incident or Accident Report from the rental agency. 
A copy of your auto insurance policy 's Declarations Page [ the document that lists limits and deductibles ] effective on date of incident to confirm your coverage and deductible. If not insured on date of incident, supply a notarized letter stating such. 
A copy of the Demand Letter ( document from the Rental Agency outlining their payment mailing address, claim reference number, and all damage and/or expenses for which they are seeking repayment ). 
A copy of the itemized estimate of repair or appraisal detailing the repairs made to the rental vehicle. 
The Final Rental Agreement verifying the return of the vehicle and the final rental charges. 
A copy of the monthly billing statement ( showing the last XXXX digits of the account number ) verifying that the rental transaction was applied to the covered card. 

After providing those documents to XXXX online, I get an email from the rental company fleet collectors stating : " I received a release from XXXX that I can not sign as they are not fully funding the estimate amount on the claim. I am fine with the offer on the loss of use and the admin fees, but I have to have the full physical damage portion funded on this claim. Please go to our website at XXXX and make your payment of {$220.00}, once you have funded this amount, I will sign their release for the remainder of the offer for {$3200.00}. 

So I contact Claims administrator several times and they claim that it is industry standard that the fleet company gets a XXXX percent discount on the parts and the only way for eclaims to pay the amount if for the car company to produce invoice/reciept of what they paid. XXXX states they do not provide this information. I am stating this because XXXX did supply me the estimate that XXXX wanted " A copy of the itemized estimate of repair or appraisal detailing the repairs made to the rental vehicle. '' and there was no stipulation that visa eclaims would take it upon themselves to reduce it by XXXX percent for parts. My aggreement looking at the benefit PDF page is that they would pay for incident providing I retained the documents and nothing withing the benefits state that there is an industry standard discount on parts and they will adjust this amount. I did what they asked and declined the extra rental insurance as I thought this would have saved me money. But now it is costing more money by counting on XXXX rental car benefit.

Company response to consumer: Closed with explanation