Need Help with Rental Car Damage Claim: Avis Asking for More Money After Insurance Settled
I’m looking for some advice regarding a recent experience with a rental car damage claim. I rented a vehicle from Avis and paid for it using my Chase Sapphire Preferred card, which provides Auto Rental Collision Damage Waiver (CDW) coverage. Unfortunately, the sunroof shattered unexpectedly. Although I believe this wasn’t my fault, I decided to file a claim with the insurance provider associated with my credit card just to be safe.
The claim was processed and paid out by Chase’s insurance. However, I’ve since received a message from Avis stating that I still owe them additional fees and am being urged to pay up.
Upon following up with my credit card insurance, they confirmed that the claim is fully resolved, and I do not have any outstanding responsibilities. I relayed this information to Avis, but their agent replied:
“While your insurance provider has met its obligations according to your policy, your financial responsibility to the rental company is separate, as stated in the rental agreement you signed.”
I requested a detailed breakdown of what my insurance covered versus what Avis claims is still owed. Instead of the specifics I requested, I received a vague message simply acknowledging the payment with a “Payment – thank you” note for the amount covered by my insurance. Upon reviewing my insurance payment details, it’s clear they covered the damage, loss of use, and some administrative fees—that were all listed in the original report from Avis.
I also asked Avis to clarify where in the rental agreement it specifies my remaining responsibilities, but they have been non-responsive to that request.
Has anyone else experienced something similar? Am I really liable for these additional charges from Avis, or is this just a way for them to extract more money? Chase’s insurance even mentioned that if Avis attempts to charge my card, I should dispute it. I’m feeling a bit anxious about the situation, so any guidance would be greatly appreciated. Thanks!
It sounds like you’re in a frustrating situation, and it’s definitely a complex issue involving multiple parties. Here are a few steps you can take to address the matter:
Review the Rental Agreement: Go through your rental agreement thoroughly, paying close attention to the sections that discuss damages, fees, and obligations. Look for any clauses related to insurance claims and the responsibilities of both the renter and the rental company.
Document Everything: Keep a record of all communications with Avis and your credit card insurance provider. This includes emails, phone calls, and any documents you received. Documentation can be critical if you need to escalate the issue later.
Request a Detailed Breakdown Again: Send another request to Avis for a detailed breakdown of the charges they claim you owe, including specific references to the rental agreement. If they can’t provide this, it may strengthen your position.
Contact Your Credit Card Company: You mentioned that Chase’s insurance provider advised you to dispute any unauthorized charges. Inform them about the situation with Avis, and provide them with any documentation you have, especially the vague report from Avis.
Consider File a Formal Complaint: If Avis continues to pressure you without clear justification, you might consider filing a formal complaint with consumer protection organizations or your state’s attorney general’s office.
Consult a Legal Professional: If the situation doesn’t resolve and you feel threatened by potential charges, it might be beneficial to consult with a legal professional who has experience with rental agreements and personal liability.
Stay Calm and Composed: While it’s understandably stressful, try to remain calm when communicating with Avis. It can help facilitate a more productive conversation.
Ultimately, if Chase’s insurance has covered the legitimate claims and you’re following the terms of your rental agreement, you should stand your ground. Don’t hesitate to dispute any unauthorized charges if necessary. Good luck, and I hope it resolves in your favor!