AVIS Windshield Damage $487.00

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Jan 22, 2019
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#1
Hello, I am looking for some help.
I just received a letter stating that I owe $486.28 for windshield damages, it also states that I am only responsible for returning the vehicle to working condition. However, there was no damage that I was aware of, nor was there any mention of damages when I returned the vehicle. Even so, if it were a chip that I couldn't see, is $486.28 even a reasonable "repair".
I have followed the instructions listed in the forum, but have yet to get anything but a canned response and no pictures of evidence. What are my next steps?
 
Jan 22, 2019
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#3
This is what I sent on the 22nd to Customer Service that sent me the bill. Do i need to send it somewhere else as well? I'll post the response I got, which did not include anything that I asked for.

Good evening,
I have just received your email regarding "windshield"
damage. I would like to discuss this claim further with you, my phone
number and email will be listed at the bottom of this email.


I would like to dispute the claim that there was any damage to the
vehicle in question upon it's return. The vehicle was inspected by your
own employee and no damage was recorded at that time, nor was anything
noted on my receipt.


If you would please send me copies of the following:
A copy of both the original agreement and receipt of return on file
Time and date stamped pictures of said damage with the vehicle visible
in the photo.
A picture of the mileage when the damage was noticed
A copy of the incident report
A copy of the license plate number on the vehicle.
I would greatly appreciate it.


I look forward to hearing from you soon,
Thanks,

That was
 
Jan 22, 2019
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#4
1/24/2019

RE: Glass Damage
Avis Case: 26799597
Rental Agreement:U338518983


Dear Jennifer Breininger,

Thank you for your recent inquiry regarding the Roadside Services that
you received on your rental. I would like to apologize for any issues or
difficulties that you may have experienced during the course of your
rental.

According to our records, you had the following issue occur on your
rental with us:
 Windshield damage. The total charge associated with this was $486.28

When a customer rents from Avis Car Rental, they have the option to
purchase the Emergency Roadside Plan (RSN) coverage at the time of
rental that will waive additional costs associated with any roadside
service provided by our Roadside Service Team. Customers can also
purchase a Loss Damage Waiver (LDW) that will waive their responsibility
for vehicle damages incurred during an Emergency Roadside event.

Our records do not reflect that you purchased either the Emergency
Roadside Plan (RSN) or the Loss Damage Waiver (LDW) that would have
waived these costs. Since these waivers were not purchased, we have
determined that you are responsible for the full cost of the services
provided and/or any damage incurred to the vehicle.

Thank you again for choosing Avis Car Rental. We appreciate your
business and look forward to another opportunity to serve your rental
needs.

Sincerely,


Susan V.
Roadside Services Specialist
Avis Car Rental
 
Jan 22, 2019
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#5
I did not bother to contact the local office at all... should I?
I also had to switch rental cars in the middle of the rental... (long story, insurance claim with metlife that couldn't get me into a car until nearly 30 days after an accident with their at fault driver, however, I have receipts for both vehicles that clearly show that the employees didnt consistently inspect or record anything in regards to vehicle receipt. (They gave me a dirty vehicle and I kept the previous driver's receipt showing a bunch of damage but none on my report). Unfortunately not for the vehicle in question.
 

Attachments

Jan 22, 2019
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#6
I just received this response;

RE:
Avis Case: 26799597
Reservation: 39236799US0
Rental Agreement: U338518983

Dear Jennifer Breininger,

Thank you for contacting the E-mail Customer Service team. On behalf of
our entire Avis team, we apologize for the issues you encountered with
this rental.

Unfortunately, photos are not processed or obtained for small claims
damage, such as glass replacement or tire replacement costs. The only
time photos are obtained is when major body damage is involved with an
Avis rental, or for charges billed for excessive cleaning fees that may
be billed. Pursuant to that, we would not be able to provide you with a
photo of the glass as requested, and again, do apologize for any
inconvenience this may cause.

Again, we apologize for any misunderstanding.

We are actively working to improve our service levels, and your feedback
has proved to be valuable. At Avis, we really do try harder to deliver a
safe, dependable, hassle-free rental, so we are grateful that you
brought this important matter to our attention. Please allow us to
provide you with a more pleasant experience in the near future.

We appreciate your business. If we may be of any further assistance
please do not hesitate to ask.

Kind Regards,


Joe Daniels
Representative | Email Customer Service
Avis Rent A Car System, LLC
 

Neil Maley

Moderator
Staff Member
Advocate
Dec 27, 2014
18,200
16,309
113
New York
www.promalvacations.com
#7
Move to the first executive we show and re-state your case- you returned the car with no damage and the person who checked it back in didn’t note any damage either. State you believe this is a case of contacting the wrong renter and you are asking for pictures of the damage as well as the odometer reading to prove their case that you caused the damage .

If you get no response in a week or they say no, go to the next executive. Repeat weekly.

If they have to take you to court for damages they’ll have to prove it was you so the info you are requesting would need to be provided eventually if they take it further.

In the future, take pictures at pick up and drop off so you can prove the car was brought back in the same condition you took it,
 
Jan 22, 2019
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#8
Thank you for your help, this is a lesson learned for sure! I do have one follow up question. I rented the vehicle with my debit card, they of course have this number on file, and I have since cancelled my card, because they had just planned to debit me the charges. I fear they will just put this case into collections and it will appear on my credit report, leaving me to pay to get it off of the report. How do I avoid that?
 

Neil Maley

Moderator
Staff Member
Advocate
Dec 27, 2014
18,200
16,309
113
New York
www.promalvacations.com
#9
The only way to totally avoid it is pay them. But you can make a comment to add to the credit report if they do this.

I don’t recall anyone who has had this problem ever tell us their credit report was affected by this type of problem.
 
Jan 22, 2019
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#10
That is really great to hear. Here is what I intend on sending first thing Monday morning to the primary listed... I'd appreciate it if you could tell me where it needs improvement.

Side note: I also googled and got a quote from safelite on repairing "up to 3 chips" (there weren't any that I saw, but just to see if even this was a reasonable repair... it was only $109... Avis is taking me on an awesome ride!) I know from having to replace my own windshield years ago that replacement isn't necessary unless there is a crack longer than a dollar bill... I most certainly would have noticed that.

Please see below and let me know what you think;

28 January 2019
Corey Harp
Manager, Customer Advocacy
4500 S 129th E. Ave
Tulsa, OK 74134

Dear Mr. Harp:
On 21 November 2018, I rented a vehicle from Avis/Budget, located in Spartanburg, SC. I returned the vehicle and assumed that all was well, as I did not damage the vehicle, nor were any damages noted per AVIS employee Devaun, upon my check out.
Unfortunately, on 22 January 2019, I received an email notification stating that I owed AVIS $486.28, for glass damage (Ref: VCR2314339). I immediately called customer service and was told that there damage to the windshield and someone would get back to me in 3-5 business days.
In an attempt to find out more, I emailed ersbillingteam@avisbudget.com requesting the following;
  • A copy of the original signed agreement and receipt
  • Time stamped and dated pictures of the damage
  • A picture of the mileage indicator showing the mileage on the car when the damage was noted.
  • A copy of the incident report
  • A copy of the receipt showing the car was repaired and the cost that was paid for the repair.
  • A copy of the license plate number on the car

After several emails from customer service representatives, I received only the avis invoice (not the originals) and a receipt for the repairs. I requested the remaining items again, and was finally told “photos are not processed or obtained for small claims damage, such as glass replacement or tire replacement costs,” but nothing further in regards to the incident report, mileage, nor license plate for the vehicle in question.
It has become clear that customer service is not interested in helping me investigate whether there has been some sort of a mistake or to prove that I actually caused any damage. I remain adamant, that I caused zero damage to the AVIS vehicle. I would appreciate your assistance in the matter.
I look forward to your reply and hopefully a resolution to my problem. Please contact me at the email address below or by phone
 

weihlac

Verified Member
Jun 30, 2017
1,790
1,791
113
Maui Hawaii
#11
That is really great to hear. Here is what I intend on sending first thing Monday morning to the primary listed... I'd appreciate it if you could tell me where it needs improvement.

Side note: I also googled and got a quote from safelite on repairing "up to 3 chips" (there weren't any that I saw, but just to see if even this was a reasonable repair... it was only $109... Avis is taking me on an awesome ride!) I know from having to replace my own windshield years ago that replacement isn't necessary unless there is a crack longer than a dollar bill... I most certainly would have noticed that.

Please see below and let me know what you think;

28 January 2019
Corey Harp
Manager, Customer Advocacy
4500 S 129th E. Ave
Tulsa, OK 74134

Dear Mr. Harp:
On 21 November 2018, I rented a vehicle from Avis/Budget, located in Spartanburg, SC. I returned the vehicle and assumed that all was well, as I did not damage the vehicle, nor were any damages noted per AVIS employee Devaun, upon my check out.
Unfortunately, on 22 January 2019, I received an email notification stating that I owed AVIS $486.28, for glass damage (Ref: VCR2314339). I immediately called customer service and was told that there damage to the windshield and someone would get back to me in 3-5 business days.
In an attempt to find out more, I emailed ersbillingteam@avisbudget.com requesting the following;
  • A copy of the original signed agreement and receipt
  • Time stamped and dated pictures of the damage
  • A picture of the mileage indicator showing the mileage on the car when the damage was noted.
  • A copy of the incident report
  • A copy of the receipt showing the car was repaired and the cost that was paid for the repair.
  • A copy of the license plate number on the car

After several emails from customer service representatives, I received only the avis invoice (not the originals) and a receipt for the repairs. I requested the remaining items again, and was finally told “photos are not processed or obtained for small claims damage, such as glass replacement or tire replacement costs,” but nothing further in regards to the incident report, mileage, nor license plate for the vehicle in question.
It has become clear that customer service is not interested in helping me investigate whether there has been some sort of a mistake or to prove that I actually caused any damage. I remain adamant, that I caused zero damage to the AVIS vehicle. I would appreciate your assistance in the matter.
I look forward to your reply and hopefully a resolution to my problem. Please contact me at the email address below or by phone
I would suggest removing:

"assumed that all was well, as I "
"r were any"
"Unfortunately,"
"It has become clear that customer service is not interested in helping me investigate whether there has been some sort of a mistake or to prove that I actually caused any damage. I remain adamant, that "
"or by phone"
 

Neil Maley

Moderator
Staff Member
Advocate
Dec 27, 2014
18,200
16,309
113
New York
www.promalvacations.com
#12
Too long - use this.

Dear Mr. Harp:

-On 21 November 2018, I rented a vehicle from Avis/Budget, located in Spartanburg, SC. Reservation #xxxxxxxxccc
-Car was returned on xxxxxxx in the same condition it was picked up, with no damage. The employee who checked me I also did not note any damage.
-22 January 2019, I received an email notification stating that I owed AVIS $486.28, for glass damage (Ref: VCR2314339).
- I immediately called customer service and was told that there damage to the windshield and someone would get back to me in 3-5 business days.
- In an attempt to find out more, I emailed ersbillingteam@avisbudget.com requesting the following;
  • A copy of the original signed agreement and receipt
  • Time stamped and dated pictures of the damage
  • A picture of the mileage indicator showing the mileage on the car when the damage was noted.
  • A copy of the incident report
  • A copy of the receipt showing the car was repaired and the cost that was paid for the repair.
  • A copy of the license plate number on the car
- Despite several emails , I received only the avis invoice (not the originals) and a receipt for the repairs.
- I did not cause damage to the car and I am Agsin asking for the records above as proof the damage occurred during my rental period. The mileage on the odometer is critical to prove it did not occur when I rented the car.
- I was told “photos are not processed or obtained for small claims damage, such as glass replacement or tire replacement costs,” but nothing further in regards to the incident report, mileage, nor license plate for the vehicle in question.

I am requesting your assistance in this matter to obtain proof that this damage occurred during my rental period.
 
Jan 22, 2019
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#13
Thank you for this! I sent the email off today and have received a response about them looking into the matter from his executive assistant. I hope to reply back with good news soon.
 
Jan 22, 2019
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#14
update:
Still haven't heard anything more from this office. Is this a good or a bad sign? It literally took no time at all for the other offices just to tell me to kick rocks... Perhaps a good sign.
 
Jul 7, 2018
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#15
The fact that you ended up switching cars at one point may be the problem. The first car may be the one with the damage that a subsequent renter sustained but the car was still linked to your rental contract as well. I had this happen with an Easy Pass bill that I did not incur. I had to switch cars when the change engine oil light came on and I still had over 2 weeks rental left. Somehow in the exchange process my rental contract for the first car was still linked to the new car I got. When I returned the car all was good. Until I got a notice of toll charges which I could not have incurred as the car was nowhere near the toll roads. I was able to provide documentation that proved that and the charges were reversed. I am sure that the car that incurred the toll charges was the first car I had although I have no way to prove that. I'm wondering if this might be what has happened in your case and the only way to know if the them to investigate and keep pushing for proof. Good Luck.
 
Likes: Neil Maley
Jan 22, 2019
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#16
Effing good news!!!! You know what you are doing!

Just received this:

Dear Ms. Breininger,

Thank you for your patience during our investigation.

We have received a response from our Operations Manager. Based upon the information you provided and the findings of our internal investigation, we have refunded the damage charge billed on your rental. A credit of $486.28 has been issued to your Visa account. We apologize for the inconvenience this matter has caused. Please be assured that your experience was not typical. A copy of our report has been sent to the appropriate manager for corrective actions.

Thank you for giving us this opportunity to be of assistance to you. We look forward to serving your future car rental needs.


I seriously can't thank you guys enough... Going to donate to the cause right now!