Need Help: Car Rental Company Demanding More After Insurance Paid Up
I’m looking for some guidance regarding a claim with a rental car service. I recently rented a vehicle from Avis and used my Chase Sapphire Preferred credit card, which offers Auto Rental Collision Damage Waiver (CDW). Unfortunately, the sunroof shattered on its own. Believing it wasn’t my fault, I went ahead and filed a claim with the insurance provider associated with my credit card to mitigate any issues.
The good news is that the insurance paid out the claim. However, Avis has contacted me saying that I owe them additional fees and is pressuring me for payment.
I reached out to my credit card insurance, and they confirmed that the claim has been settled and that I shouldn’t have any outstanding obligations. I relayed this information to Avis, but the agent told me:
“While your insurance provider has fulfilled their obligations based on your policy, your financial responsibility to the rental company remains distinct, as detailed in the rental agreement you signed.”
I requested a clear breakdown of what my insurance covered versus what they claim I still owe. Instead of providing detailed information, Avis sent a vague message stating “Payment – thank you” as confirmation of what the insurance paid. Reviewing my insurance payment details revealed coverage for damage, loss of use, and administrative fees—all of which were also shown on the original report from Avis.
I also asked them to clarify where in the rental agreement it outlines my remaining financial responsibilities, but they’ve avoided that question entirely.
Has anyone experienced a situation like this? Do I actually owe Avis money, or is this just a way for them to extract more funds? Chase’s insurance advised me that I can dispute any unauthorized charges if Avis attempts to charge my card, but I’m still feeling anxious about the whole situation. Any advice would be greatly appreciated. Thanks!
It sounds like you’re in a frustrating situation, and it’s understandable to feel concerned about unexpected charges. Here are some steps you can take to address the issue:
Review the Rental Agreement: Go through the rental agreement you signed with Avis carefully. Look for sections related to damage responsibility, fees, and insurance. If there are clauses that seem to conflict with what Avis is claiming, make note of those.
Gather Documentation: Keep a record of all communications with Avis and Chase, including emails, phone calls, and any reports. Document the details of the incident and the response from Chase’s insurance regarding the claim and your responsibilities.
Request Detailed Breakdown: Since you’ve already asked for a detailed breakdown of what your insurance covered and what Avis claims is still owed, consider making another request. Be clear that you need this information for your records and to understand your responsibilities fully.
Contact Avis Customer Service: If the initial responses are unhelpful, try reaching out to Avis’s customer service or a higher-level representative. Explain your situation and express your desire for a resolution.
Dispute Any Unauthorized Charges: If Avis attempts to charge your card despite your discussions, follow Chase’s advice and dispute the charge. Provide all relevant documentation to support your case.
Seek Legal Advice: If the situation escalates or you feel it’s necessary, consider consulting a legal professional who specializes in consumer rights or auto rentals. They can provide guidance specific to your situation and jurisdiction.
Social Media/Consumer Advocacy: Sometimes, reaching out publicly on social media can yield a faster response, as companies often want to maintain their reputation. You might also consider filing a complaint with a consumer protection agency if you believe Avis is acting unfairly.
It’s important to stay organized and keep calm throughout this process. You should not be liable for charges that have already been covered by your insurance, and it’s reasonable to demand clarity and a justification for any additional fees. Good luck!