[Date]

[Customer's Name]
[Customer's Address]
[City, State, ZIP Code]

Subject: Response to Your Appeal Regarding Car Rental Service

Dear [Customer's Name],

Thank you for reaching out to us with your concerns regarding our recent decision on the issues from your car rental from [Start Date] to [End Date]. We appreciate your feedback and have conducted a thorough review of your appeal against the decision related to [specific decision or charge, e.g., damage charges, additional fees].

Review of the Appeal:

After a detailed examination of your rental agreement, associated documentation, and the points you raised, we maintain our decision based on the following detailed evaluations:

• Regarding the Damage Charge: We have reviewed the condition report from the vehicle's return and compared it against the initial report at the time of your pick-up. It was noted that the damages claimed were not present during the initial inspection. Additionally, photographic evidence from the return clearly indicates new damage on the left side of the bumper.

• Regarding the Late Return Fee: Our system logs the exact time each vehicle is returned. The records show that your vehicle was returned at [Return Time], which unfortunately is [X hours/minutes] past the scheduled drop-off time as per the rental agreement. This incurs a late return fee according to our company policies.

Supporting Documentation:

We have attached copies of the following to clarify and support our findings:

• Detailed vehicle inspection reports from both pick-up and return.

• Photographic evidence of the vehicle at the time of return.

• A copy of the rental agreement highlighting relevant terms.
  

We understand that this may not be the resolution you were hoping for, and we regret any inconvenience this may have caused. However, we strive to apply our policies fairly and consistently to all our customers. We believe in providing clear and transparent communication regarding any additional charges that may apply under the terms of our rental agreement.

Further Assistance:

We value your business and are here to assist with any further clarifications or to discuss any future rental needs. Please feel free to contact our customer service team at [Your Company Number] or via email at [Your Company Email].

Thank you for choosing [Your Company Name]. We hope to have the opportunity to serve you better in the future.

Sincerely,

[Your Name]
[Your Position]

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