Where to complain?
 

Hi!

I had reservation for Avis car booked via AmEx - my confirmation papers says unlimited mileage per day. After I took the the car - papers were saying 0.30 cents per mile. I have asked a question at the pick-up station - folks were saying "well, we can't do anything here". At the return location I had the same story.

What's the effective way to escalate this? I'm still on the road, so I would obviously call AmEx later, but is there any number to call Avis?

You may want to try:

Cendant Car Rental Group, Inc.
P.O. 699000
Attn: John Sellers
Tulsa, OK 74169
Telephone: (918) 624-4210
Fax: (918) 621-4803

The information is from the BBB web site
Good luck!

If your confirmation paper says unlimited mileage, and you upgraded from one car class to another (paid upgrade) your unlimited mileage rate may have been lost in the process. But if you get the right agent, it can be fixed. The AWD you are using might not have a "convertible" rate with unlimited mileage,but unlimited mileage is available for all other classes except luxury. When people ask me the best way to avoid these issues, I tell them "book what you want and stick with it. I always rate shop and look at other car classes before picking my final rate to ensure there are no suprises.

I would call the location you are returning at, speak to the MANAGER, not an agent, not a lead, and tell them what happened and see if they can do anything for you. Make sure they know that you will be calling the 800 number if you cant get this straightened out. Document who you talk to, when, and how long. Then if they do not fix it for you, after your credit card posts. call the 800 number, ask for customer complaints, and give them the list of everyone you talked to, and no one could fix it for you.

[QUOTE=ezmonee]If your confirmation paper says unlimited mileage, and you upgraded from one car class to another (paid upgrade) your unlimited mileage rate may have been lost in the process. But if you get the right agent, it can be fixed. The AWD you are using might not have a "convertible" rate with unlimited mileage,but unlimited mileage is available for all other classes except luxury. When people ask me the best way to avoid these issues, I tell them "book what you want and stick with it. I always rate shop and look at other car classes before picking my final rate to ensure there are no suprises. [QUOTE]

Thanks so much for the advice from a person that does not rent autos very often. I will follow your suggestions explicitly. ^

Just to update you on the status. Issue was fixed by AmEx - it took only 2 minutes to fix it on their side. Difference is not yet credited to my account, but I assume that everything will be OK.