Hey Edward, First, thanks for the feedback. We're working in an industry plagued with poor customer service, and we want to differentiate ourselves to those pa

Hey Edward, First, thanks for the feedback. We're working in an industry plagued with poor customer service, and we want to differentiate ourselves to those parking and renting with FlightCar by providing a better experience than they can get anywhere else. We are sorry for failing to deliver a reliable service. Feel free to email me directly, shri@flightcar.com, and let me know how we can fix this. I'll outline below on some things we've already implemented and others that we are working on fixing and will implement soon and what we've done to make sure no one has an experience like your's again. Car pictures: We started taking pictures of all cars at every handoff. Unfortunately, your car was dropped off a few days before we started this practice, but it's now standard protocol. Driving record checks: We've had these in place all along. We obtain a driving record from each renter's local dmv to make sure that their driving history doesn't indicate that they're at risk of damaging an owner's vehicle. Concerning tolls: We're working on a system to manage and capture tolls so that vehicle owners no longer face this problem. Phone call and wait time: I honestly don't know what happened when you had no response on our phone line. I've heard from other customers that they have had difficulty reaching an operator as well, so we are looking into changing our phone system provider asap. Your experience was definitely the exception. I'm so sorry about that. Your stuff being placed in the car: The garbage bag situation is utterly unacceptable. This is not the standard practice by any means and we've already spoken to the employee who handled your items and made it clear that what happened will never happen again. What we are doing now: Rujul, my cofounder, has printed your blog post and handed it to each member of our staff and made sure that all of our staff realizes that what had happened was unacceptable and understands what we need to do to fix it. Once again, I apologize for your terrible experience and do let me know how we can fix it. Sincerely, Shri