Consumer complaint received 2022-08-23
Company: CAPITAL ONE FINANCIAL CORPORATION
State: CA
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 XX/XX/2022, I booked a rental car online through XXXX. The name of the company renting the car was XXXX car rentals. 
This was a 29 day rental with pick up Thursday, XX/XX/2022 XXXX XXXX  from XXXX XXXX XXXX and drop-off Friday, XX/XX/2022 at XXXX XXXX XXXX XXXX 
During the on line booking process, I included my XXXX flight number to support the car rental agency in case of flight delay as requested. 
The on line booking process did not state that the rental vehicle would only be held for a specific time period, and would be lost after a two hour delay. ( I have screen shots of the on line booking process, to confirm my above statement, which I can provide if required ). 
VOUCHER for the car rental is shown in APPENDIX A. As part of the rental contract, the VOUCHER includes the following verbiage : - How to get to XXXX rental counter : XXXX staff will be waiting outside arrivals to direct customers to free shuttle bus transport to car pick up location. 
Flight XXXX was scheduled to arrive at XXXX XXXX XXXX XXXX XXXX. but actual flight arrival was XXXX XXXX. Although flight was 1 hour 40 minutes late, I was not concerned because as previously mentioned ; I had provided my flight number to the car rental agency in case of delay as requested. 
Upon exiting the arrivals area, I searched for the XXXX staff to direct me to the free shuttle bus transport to the car pick up location. To my dismay, no one was there to direct me. I spent the next 45 minutes searching a wider area and speaking with staff at a general airport information booth, where I was advised of a municipal bus that would take me to a local hotel, a short walk to the car pick up location. After waiting another 45 minutes, the bus finally arrived and took me to the car pick up location. 
Upon my arrival at the car rental location, I presented my VOUCHER as shown in APPENDIX A. My expectation was that this would be exchanged for the paid in full rental vehicle. However, I was instead advised by the car rental representative that my car was no longer available, as I was late, and the car was allegedly given to another customer. I protested, and advised that my lateness was due in part to the fact that the car rental company had not fulfilled its contractual duties to meet me at the arrivals location, and provide the free shuttle. I also reminded the car rental representative that I paid in full for the vehicle, and that there was no mention in the contract that the rental vehicle would only be held for a specific time period. When I asked the reason why no one met me outside of the arrivals location, I was advised We are sorry, but we no longer provide that service. 
The car rental representative stated that my VOUCHER had now expired and was worthless. 
The car rental representative then miss-sold me another vehicle, which came with an additional charge of {$590.00} documented in APPENDIX B ). After a 12 hour flight, and a 3 hour drive ahead of me, I reluctantly accepted the additional charge, but advised that I would be pursuing a VISA chargeback for this {$590.00} Due to the failings of the car rental company, as described above, the company should not have imposed the additional {$590.00} charge. Since this incident, I researched XXXX car rentals on line and discovered that they show a XXXX XXXX review rating of 78 %. Customer reviews and complaints include the scenario suffered by myself, and described above. It would appear that the company culture is notorious for miss-selling to its customers, in order to support sales revenue. 
I include two links below, to illustrate problems other customers have had with XXXX car rental. 
https : XXXX https : XXXX On XX/XX/2022 I telephoned VISA and initiated a charge back for {$590.00} ; and VISA applied a {$590.00} credit to my account. 
On XXXX XX/XX/2022 I received a letter from VISA, dated XX/XX/2022 ; shown in APPENDIX C. This letter included a request that I send a second opinion from another merchant in the same field on company letterhead.. I consider this request totally unacceptable and burdensome. Do they really expect me to approach another car rental company, such as XXXX or XXXX and make this request? It would appear that VISA are tasking me in such a manner in the hope that I will simply abandon this {$590.00} chargeback. 
On XXXX XX/XX/2022 I sent a reply to this letter, via VISA web link, shown in APPENDIX D. 
On XXXX XX/XX/2022 I received a letter from VISA, dated XX/XX/2022 ; shown in APPENDIX E. 
In conclusion, I believe that CapitalOne XXXX XXXX should reimburse the {$590.00} in question. 
XXXX XXXX

Company response to consumer: Closed with explanation