Victory is mine!

While driving our rental car in New Zealand, another car passing us kicked up a rock, cracking our windshield. The car rental company charged us $300 for a new windshield, but told us the charges would most likely be reversed and to check our credit card statement.

After a couple of months with no signs of a refund, I called our Visa company who said they covered those kind of things. All I had to do was send in copies of our rental agreement, driver's licenses, proof of insurance, teacher's names from kindergarten through 8th grade, last 10 items bought at the grocery store, favorite dessert recipe, and any names we were considering for future children.

First problem was we didn't have a copy of the repair bill. After emailing the rental car company in New Zealand once a day for about two weeks, they finally faxed us a copy. I dutifully faxed off the 10 million documents to Visa, and waited. And waited.. and waited.. and finally received a letter saying they couldn't read the copy of the rental agreement, could I send another?

Unfortunately the contract was on flimsy paper that was very difficult to photocopy. When I called Visa up the rep reluctantly offered to contact the car rental company herself to get a copy. Time passes. I call every week or so. Finally I'm told "I don't have a phone number for them." I do some intensive web research (i.e., I go to the car rental website and click on "Contact Info") and call back with all the relevant phone numbers.

Time passes. I call again and am told the rental car company doesn't have a record. Turns out they asked for it under my name rather than Chris's, even though his name is all over the forms I faxed in. Ok, take two. They get the contract! But... the amount on them is different than the amount I have on my Visa statement! Stalled again. (I get a voicemail this time from them saying "About that car rental in Australia.." maybe that was the problem all along.)

After more calls I determine they got the wrong contract (we had rented two cars while we were there, one for the north island and one for the south). I finally manage to make a more clear photocopy of the contract and mail it off myself.

Last week I was thrilled to discover in the mail an actual check (along with another letter saying the contract amount was incorrect and to please send it another copy). It only took four months. I'm not knocking the fact that Visa offers these kinds of services--that's fantastic--but the customer service leaves a bit to be desired. They obviously want to make it as difficult as possible.

Sweet sweet victory.