Smoking Fee?
Aug 2, 2016 | 7:45 am
#1
Original Poster
Join Date: Apr 2014
Location: MCO; Formerly DCA/IAD
Programs: BAEC Gold; Hilton Gold
Posts: 183
Smoking Fee?
Hi Flyertalk....hoping there is some sort of Avis rep here that can assist.
I rented a car for July 4th weekend and just got a letter that a "smoke odor" was discovered in the car upon return and that I will be charged a $250 fee for the required cleaning.
Neither my husband nor I smoke, so there is no possible way the car smelled of smoke. I just spoke with the agent at Avis who indicated that until my card is actually charged the $250 I can't dispute the charge because no actual charge has been made. The agent said he would make a note on the account but I should watch my cc statement for the charge and to call back if/when it is charged.
I can see how this is my word against theirs as I have no way of proving retroactively that the car DIDN'T smell like smoke when I dropped it off, but in that same vein I guess they don't have a way of proving it did?
Does anyone have any suggestions or experience with this? What recourse do I have in this situation?
I rented a car for July 4th weekend and just got a letter that a "smoke odor" was discovered in the car upon return and that I will be charged a $250 fee for the required cleaning.
Neither my husband nor I smoke, so there is no possible way the car smelled of smoke. I just spoke with the agent at Avis who indicated that until my card is actually charged the $250 I can't dispute the charge because no actual charge has been made. The agent said he would make a note on the account but I should watch my cc statement for the charge and to call back if/when it is charged.
I can see how this is my word against theirs as I have no way of proving retroactively that the car DIDN'T smell like smoke when I dropped it off, but in that same vein I guess they don't have a way of proving it did?
Does anyone have any suggestions or experience with this? What recourse do I have in this situation?
Aug 2, 2016 | 9:26 am
#2
Moderator: Avis and Rental Cars
Join Date: Oct 2006
Posts: 8,070
WOW! Talking with station agents before, they've said that the only way they can charge for smoking in the car is with proof in the car (cigarette butts, ashes, etc) that they can capture with pictures.
If they do charge your card, I'd:
1. Contact Avis on Twitter
2. Contact the Better Business Bureau (I've found this is the best way to get a reply from Avis)
3. Dispute on your credit card
If they do charge your card, I'd:
1. Contact Avis on Twitter
2. Contact the Better Business Bureau (I've found this is the best way to get a reply from Avis)
3. Dispute on your credit card
Aug 11, 2016 | 7:39 am
#3
Original Poster
Join Date: Apr 2014
Location: MCO; Formerly DCA/IAD
Programs: BAEC Gold; Hilton Gold
Posts: 183
In case anyone else finds this thread via a search, I want to update.
The $250 was charged to my credit card and at that time I called back. The agent I spoke to was very helpful and put me on hold while she "looked into it". She mentioned that there were pictures that showed what could be ashes, but couldn't be sure. Most importantly, the odometer was off by 3 miles from what it was when I returned the car. Because of that she said it could have been an employee that moved the car so there was no way to show it was actually us that caused the smoke odor or ashes.
The $250 was refunded to my credit card without much of a fuss. So if this happens to anyone else, ask to see the pictures, and ask for the odometer readings!
The $250 was charged to my credit card and at that time I called back. The agent I spoke to was very helpful and put me on hold while she "looked into it". She mentioned that there were pictures that showed what could be ashes, but couldn't be sure. Most importantly, the odometer was off by 3 miles from what it was when I returned the car. Because of that she said it could have been an employee that moved the car so there was no way to show it was actually us that caused the smoke odor or ashes.
The $250 was refunded to my credit card without much of a fuss. So if this happens to anyone else, ask to see the pictures, and ask for the odometer readings!