Need Help with Rental Car Damage Claim Issue
I’m looking for some guidance regarding a situation with a rental car damage claim. I rented a vehicle from Avis using my Chase Sapphire Preferred card, which provides Auto Rental Collision Damage Waiver (CDW). Unfortunately, the sunroof unexpectedly shattered, and to be proactive, I filed a claim with Chase’s insurance provider, even though I don’t believe I caused the damage.
Chase’s insurance approved the claim and made the payment, but now Avis is reaching out, stating I owe them “remaining fees” and are pushing me for payment.
I spoke with Chase’s insurance, and they confirmed that the claim is finalized and I shouldn’t have any further financial obligations. I communicated this to Avis, but their response was:
“While your insurance provider has fulfilled their obligation based on the scope of your policy, your financial responsibility to the rental company remains separate, as outlined in the rental agreement you signed with us.”
I requested a detailed breakdown showing what my insurance paid versus what they claim I still owe. Instead of specifics, they sent a vague message stating, “Payment – thank you,” regarding the amount covered by my insurance. I checked the details, and their payment included damage, loss of use, and administrative fees, which matched the original charges in Avis’s report.
I also inquired about where in the rental agreement it specifies my further responsibilities, but they’ve avoided answering that question.
Has anyone else faced a similar situation? Do I really owe Avis, or is this just an attempt to collect more money? Chase’s insurance even advised that if Avis charges my card, I should dispute it, but I’m feeling a bit anxious about it. Any advice would be greatly appreciated. Thank you!
It sounds like you’re dealing with a frustrating situation, but it seems like you have a solid understanding of the protections provided by your credit card insurance. Here are some steps you can consider taking:
Review Your Rental Agreement: Carefully go through the rental agreement you signed to identify any clauses regarding your financial responsibility in case of damage. Pay particular attention to any specific terms related to insurance coverage and liability.
Document Everything: Keep a record of all communications with Avis and your credit card insurance provider. This includes emails, phone call notes, and any documents related to the claim. This will strengthen your case should the dispute escalate.
Request a Detailed Breakdown: Since Avis provided a vague payment acknowledgment, continue pressing them for a detailed breakdown showing exactly what charges you owe and what insurance covered. Make it clear that you need this information to understand their claim.
Communicate with Chase: Since Chase’s insurance has affirmed that your claim is finalized, you should have confidence in their backing. Let Avis know that you’ve verified this with Chase and are not liable for additional charges. If they insist, follow up with Chase to ensure they’re aware of the situation and ask for any further advice they may have.
Dispute Any Unauthorized Charges: If Avis charges your card for additional fees without proper justification, as Chase mentioned, definitely dispute those charges. Keep all your documentation ready for the dispute process.
Consider Escalation: If you feel your concerns are being ignored, you might escalate the matter to a higher level within Avis. Sometimes customer service agents may have limited authority, so asking to speak with a supervisor can help.
Seek Legal Advice: If the situation doesn’t resolve and you continue to receive pressure for payment, it might be wise to consult with a consumer attorney. They can provide tailored advice and help you understand your rights.
Ultimately, if Chase insurance has covered what they were supposed to, and Avis isn’t providing clear evidence of what additional amounts they believe are owed, you likely do not owe them anything. Stay firm, document all interactions, and don’t hesitate to escalate if necessary. Good luck!