Aaron H.

Hi Aaron, I do feel terrible about the problem you had with the prepaid rate in France and the trouble we had getting our booking vendor to process the refund. As you know, we don't sell any rates ourselves directly but rather contract with third-party vendors who have relationships with the rental car companies to offer their rates to our customers. I agree that the way they handled your refund was unacceptable and took far too long, even though we were constantly pressuring them to issue the refund, and we'll be speaking to their management team about the way this was handled. I did get a note from our booking vendor that the refund was processed on 10/9, so perhaps the refund and your credit card dispute crossed paths. In any case, I'm glad that all is settled now and the funds have been returned to you.

I looked at my email history with you and am confused at your assertion that I didn't write you back, since your last message to me was on October 2 and I replied to you about 6 hours later. If you sent a message after that point that I didn't respond to, I apologize--please feel free to send it again, as it didn't come through on my end.

Even though our prepaid rates come through third-party vendors, we always stand behind the product and work tirelessly to make sure things are made right. I feel bad that it took much longer than it should have in your case, but please know we do not rest until each and every one of our customers are made whole. As well, you still have the option to see significant savings on your rental by using our system to find discounts on *non*-prepaid rates that you can then book through major trusted online travel agencies. I know this incident left you unhappy, but I would hate to see you overpay for your car rentals by booking undiscounted rates, even if you don't feel comfortable taking advantage of our prepaid rates. As always, please reach out if you have any questions.