11/12/2024
Statement from Chiang Mai Wheels
Normally, we do not respond to negative reviews or comments from customers. Because there are many factors in service work, both from the company, from the product, from the customer, and other external factors, we try to solve the problems as best as we can for the benefit and satisfaction of customers.
But this time, we cannot remain silent about what this customer has reviewed. Because he accused us of deceiving and trying to discredit the story from his own perspective, and he tried to repost his review several times with some purpose that we could not know (the incident happened around October, and he already reviewed it at that time. Then around mid-November, we saw this post again that this person had just reposted it 3 days ago. Then today, December 11, 2024, he reposted it again during the day).
The story begins when we dropped off a car at a customer's hotel and we arrived at around 12:00 pm, but the hotel had a meeting and there were a lot of buses and vans parked there. We spent about 5 minutes looking for a parking spot. Then we called the customer to meet us in front of the hotel, but the customer said, "Wait a moment, I'll go to you." We waited until 12:15 pm. You came to see us and started to sign a contract. After finishing the paperwork, we told you that we would check the condition of the car together before you took it. You walked around the car and checked the condition of the car with us. After that, you asked if the car screen had a GPS system. We told you that the GPS on the screen would work when the charger was plugged into your phone. Then you took a moment to search your girlfriend's large bag to find the charger. After that, you tried using it and it worked normally. Everything took until 12.45 pm. Then you told us to change the time in the contract because it was already 12.45 pm. We had no problem even though we were not the cause of your delay.
The next day, when it was time to return the car, you called to say that you would be 2 hours late because you were still touring and would pay for the overtime. We had no problem returning the car late because there was another car queue in the evening. We already informed you, "Please call or send a message before returning to the hotel," so that we could meet at the hotel when you arrived. But what you did was arrive at the hotel and just call to tell us that you had arrived at the hotel. We informed you that it would take about 10-15 minutes to get to the hotel because it was raining at that time and the road to the hotel was under maintenance. But you said, "Why are you late? You were late when you dropped off the car." And blame us about time.
“????????” We don’t want to have any problem about that so we make it hurry as fast as we can. When we arrived at the hotel and contacted you to check the car before returning it, we just found out that the deposit was not enough to return because we were in a hurry to go to you at the hotel and did not check the money carefully. So, we said that we were going to withdraw money from an ATM at a minimart near the hotel (about 80-120 meters away). Since it was raining heavily, our staff asked us if we wanted to go with you or wait at the hotel and we would leave the car keys with you (the keys are keyless, so when you start the car, you can drive without the key, but if you turn off the engine, the car won't start). You chose to ride with us until they withdrew the money and returned it to you and sent you back to the hotel. We went back to the shop without any problems. You didn't have any problems until you wrote a review a day or two later, accusing us of being a scam.
Problem about the deposit that we did not check carefully before meeting you, we accept the responsibility. Although there was some cause that caused this incident, we have talked to and solved the problem. The matter of us withdrawing money and leaving the key with you, our staff has already informed us because the value of the keyless key is higher than your deposit if we make a new one (the cost of making a new keyless key is 8,000-12,000 baht, the customer's deposit is 5,000 baht). At this time, we still do not know the reason for trying to repost reviews every month to discredit our shop. Therefore, we would like to clarify to other customers about all the events that happened from our perspective.
Thank you to everyone who uses the car rental service with Chiang Mai Wheels.
