As seniors my husband and I have american express (amex) gold business and personal cards respectively for decades. Have to Cabo San Lucas to a timeshare for 15 years as well and rented cars through amex.
This last trip in April, unfortunately we had a minor incident with a curved high curb in Todos Santos where we went to have lunch. Parking was nonexistent on main street and decided to park on side street. Did not like the parking spot but in pulling out failed to see the curb jutting out (this is mexico) and bottom portion of passenger door panel scraped, no other damage, door functioned perfectly, minor damage.
Reported incident with 3 hours after arriving back in cabo to amex rep told us unequivocally we were covered on both cards. Originally put rental under wife's personal card. Called Fox rental car agency same day next day rep came out no pics just said minor damage deal with it at checkout. Was immediately given a claim no.By amex.
Talked to 1 or 2 other reps relative to incident prior to check out to confirm and told same story Covered on either card.in checking out, my wife waited with luggage and went in and used business card. Signed the charge for damage under duress no credible repair estimate and loss of use for one week of course not documented later by a fleet log.
Back in states called amex next day and faxed them all the info they requested. Weeks later, emailed and said some info not received and were processing covered claim. Re-faxed the info they claimed not received, not so but confirmed the second time around they got it.
Then emailed a week or so later later and told claim denied as business card used in a one page excerpt not a full agreement ever given for the business card could even have been out of context very hokey.
Called to complaint about how this went down as I could have used personal gold or visa signature which offers that protection if properly and promptly informed. Ms. Martinez heard story and said given circumstances with misleading and misrepresenting info by reps would probably change the outcome. She said however that she had to listen to recorded phone calls. She slipped the deadline she gave me to investigate by weeks and then said No Rep Ever Said I was Covered. A Blatant Lie, or she simply did not listen to calls as represented probably the case.
I told her again that this was not possible as I know what was said and asked to listen to calls with her or receive copies of phone logs. She said this infor is Proprietary Only to Amex. This is Illegal. I then asked to speak to her supervisor she said that was Ms. Laling Farley. I contacted Ms. Farley via email and asked for the name of a person in Corp Legal who i could speak to re questions prior to speaking to her.
She would Not Even Respond. Again illegal and a terrible lack of concern for their clients. I found the name of a Ms. Dianne Cahill on the web who is supposed to be in Marketing/Legal. Asked her to respond.
No Response. Illegal again. I then asked her to give me the name of the Corp Designee in Amex legal to file a lawsuit with to recover this disputed amount. Again No Response.
Apparently Amex thinks it is above the law and has no accountability to its clients and can just flaunt the law at every turn. The attitude by this Company relative to Legalities and what it is bound to do by law is appalling.
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