Extending a rental -- misleading practices
 

Today in Atlanta I decided to extend an Avis rental by one day. The original rental was $69, all in, for the original one day period. The "old fashioned way" to have done this would have been to say nothing and just to come back when I come back. But I decided to use the phone system instead...

The automated voice gave an extended total price of $150 plus a $10 reservation change fee. This would have meant the base rental went up by $81 (all-in except the change fee) for the second day. I decided to abort that and I called back to get a live agent.

I checked on line and saw a one day rental from Atlanta starting today would have been $59 all in. Then I called the phone agent and explained the situation. He would not adjust the $81 for the second day and passed me to a supervisor, who went over the situation and also would not adjust the charge downward.

Avis' practices are misleading. When they extend the rental they are saying the change is costing $10. But they are also raising the rate, not to the current rate but to a rate even higher than either the current rate or the original rate.

The cost of the change is effectively $21 to $32, depending on how you look at it, and not $10.

I'll get the money back, just by pointing out short gas fills and defects on the cars over the next few weeks, or complaining about service. That's unfortunate, because I usually take those things in stride renting 50 rental cars a year from Avis.

As a side question, how about just returning it late with no notice (in the US), I wonder?

Your contract tells you what extra days cost.

This is exactly correct. Its very clear. Just show up late, and the extra day is tacked on.

...so Avis' practices are misleading...

I'll get the money back, just by pointing out short gas fills and defects on the cars over the next few weeks, or complaining about service. That's unfortunate, because I usually take those things in stride renting 50 rental cars a year from Avis.

Are you going to let them know in advance what you plan, or mislead them?

Wrong.

Avis' practice is far from misleading. You signed a contract with Avis for $69 for a 1-day rental.

You then called to amend the contract and you were quoted a new rate for the new contract. You either accept the contract amendment or you do not. Your choice.

As to simply not returning the vehicle and paying the late return fee --- that is usually fine unless you get a nervous nelly clerk who reports it as stolen and then you have some serious issues and explaining as to why you did not call in.

All about risk management and risk tolerance and choices.

Yes, I signed a contract -- actually I didn't sign a contract since all was electronic, but I agree that "we had a deal" -- that ended up getting printed by Avis on a little card. And the posters above pointed out a relevant issue: the contract says the "ADD DAY" is $50.

That will guide me when I go the airport this afternoon.

So, is it misleading for Avis to set up their automated system to charge you extra and back it up with a phone agents and a phone supervisor to go ahead and charge you extra ? All because you called to tell them you're keeping it an extra day vs. just keeping it overtime ?

Getting bad service and then deciding to take note of bad service you normally let go isn't misleading anyone, is it? For example, when rental companies refill the tank short it costs us money. It can be five or more dollars when gas prices are high. I usually let it go.

When you booked the rental, what was the rate code and what terms were tied to it? Most rate codes have specific details ("48 hour max", "4 day min", "Saturday night keep required", etc. etc.). So if your extended terms don't meet the requirements of your original rate code, then all bets are off. You can't just rely on what they're renting 1-day cars for at that point.

And then once it's recalculated, you'll pay the $10 additional fee (plus taxes).

IAHt, good suggestion; I looked back at the booking, it was a 4 day maximum, so that didn't apply this particular time.

However, after turning in the car today, I went over to the Preferred booth to inquire. They looked at the modified reservation and the original reservation and couldn't figure out why the original ADD DAY rate hadn't been used either online or when I used the phone. They gave a refund of the difference and took off the $10 fee.

When you signed up for AVIS Preferred, you signed a contract that all future rentals would not require a signature. Electronic or not, you agreed to the contract.

Also new this year (at least for me) is that Avis tacks on $10 per day for late return I was told that if I call and extend before the scheduled return time this is waived. i've used Avis a lot in the last five years and also new this year is that my rental card no longer lists the rate for a week and month as it used to. Actually, come to think of it I think it only lists the extra day rate about 50% of the time now.

I don't think my corporate rate allows for any of these add ons but I haven't been annoyed enough to complain about that yet.

I've rented over a dozen cars from avis for work so I never really cared if I was past the return time, but this weekend I'm renting a car at full fare ($129/day) for myself and have a question on Avis policy on returns.

The return time is Monday @ 12pm.... If I'm a few minutes late, will I get charged a late fee + a hourly fee? On the agreement the hourly rate is $96.

$129/day.. hopefully it's a great car!

Will the "few minutes" put you over a 24 hour mark? If not, then you shouldn't have any excess charges.

In my experience, there's at least a 15 minute grace period, so if you're 24:15, you shouldn't have any charges.

Reservation was set at 12, picked up the car officially at 11:45. So 12:15 would be the latest before incurring fees or 12?


Yeah I'm not too proud renting at $129 but hey I gambled thinking I could upgrade for cheaper at the time of pick up compared to reserving it. They tried to push a mercedez SUV at Me for $159.