Still no word from Avis to close my case after 7 days, so I took the initiative and called BWI directly. I asked the agent who answered to please have the station manager call me at his convenience, which he did 90 minutes later. sz2628 predicted some of what happened...
Originally Posted by
sz2628
When it is a busy travel day, they may take the keys assigned to you off your contract and place them on a different contract(as they are short on cars). The oversight is they forget to cancel your contract. That is why it will show miles since it was given to someone else on a new contract. This is/was an easy fix with a couple calls.
...and the rest was symptomatic of travelers tending to return the cars to the proper place but not waiting around for a receipt. Dunno if that also means when they are slammed they might have to drive the car off for the quick turnaround prep before they disposition the returner's bill, could be.
He said my bill wasn't prepared until Monday morning. The recap, which you readers can skip...
- I made a res to begin Wed 10:30pm
- ...and end Sat 10:30am
- stranger begins using car Wed 11:15p matching (1)
- stranger drives car 140 miles
- stranger fills gas tank back to full according to receipt
- stranger returns car Sat 10:20a matching (2)
...well, 3-6 were completely fictitious, perhaps out of an over-eagerness to please the boss or something. There were two real renters, one out on Wednesday
before any of the times noted above but certainly consistent with sz2628's excellent post. And another at a nearby off-airport location out on Sunday.
To readers who might empathize, you can see that there were at least five times where a more efficient system would have realized my reservation (me) could not have had the car. And that a perhaps-too-paranoid person's concern might extend way beyond the dollar amount of the incorrect billing (there's the value of the car, and the potential that an Aaron Hernandez-type might begin to learn to exploit, sorry). The manager expressed these concerns, not me. Also, "very concerning to me" and "this is a horrible mistake". Of course that could very well be deference more than empathy, which I also appreciate.
The charge will be reversed though it will still take a few days, and he offered me a not insubstantial amount of coupons for next time.