Avis Car Rental --- Cleaning Fee Scam

[RobertS30063]

The note below I sent to Avis describes my issue:

I received a letter from Avis dated June 12 that said I would be charged $450 for cleaning of my recent rental, which was returned on June 7. Customer Service agent I called said that car was found to have smoke smell and ashes, and Avis had photos to verify. I strongly protested, saying no such problems were present when I returned the vehicle. I do not smoke, nor does my wife or anyone who was in the car during the rental. Agent asked why I didn't take photos to prove the car was clean --- obviously, I had no reason to take photos, since the car was clean and I had nothing to prove. Call to agent was eventually cut off. I believe that any smoke/ashes damage occurred AFTER I surrendered the vehicle, and there is no way I should be charged $450 for cleaning. I want to get copies of photos showing the problem. Regardless, I did not cause the problem.

They have refused to accept my denial of the problem, nor have they provided me with their "evidence." From what I've read online, this is not uncommon. Sometimes they confuse one car for another, and I suppose sometimes an Avis employee decides to take a smoke break.

[AARPConsumerCare]

RobertS30063 We're sorry to hear you're having trouble with Avis. We are listening and would like the chance to help as soon as possible. Please visit https://help.aarp.org/s/article/contact-aarp to chat, text, or speak with a representative who can get you in touch with our Member Relations team. - Christy C. 

[GailL1]

What city was this in?  Seems from past complaints on this board on this issue, it was happening in the Detroit area.  But not sure if it was always this rental co.

If you do a search you will find other issues on this site - like this one 

https://community.aarp.org/t5/Benefits-Discounts/Budget-car-rentals-CLEANING-FEE-SCAM/m-p/2591911#M2... 

[RobertS30063]

The car was rented in Los Angeles (LAX airport) and returned in San Francisco (SFO airport).

[WebWiseWoman]

Hello, Robert,

We experienced this issue many years ago (5 +/-). Here are the recommendations we received:

• If customer service doesn't resolve the issue, file a complaint with the Better Business Bureau, your state's consumer protection office, or the Federal Trade Commission (FTC). 
• If you paid with a credit card, you can dispute the charge with your card issuer. (This is what worked for us; Avis finally gave up; imo, due to possible federal intervention.)
• Don't give up easily. Some customers have had success getting the fee reversed by being persistent. 

I'd add searching the net for "rental car smoking scam" might have additional helpful info.

Hope this is resolved in your favor!