Avis: Bogus Damage Claim Complaint - Avis : Khoury-Alternative Claims Management >Bogus Damage Claim
STATE COLLEGE, PENNSYLVANIA -- On May 23, 2006 I received a letter from Khoury-Alternative Claims Management (KACM) informing me that I owed damages on a vehicle I had returned to Avis Rent-A-Car at the State College University Airport on May 3rd. [Searching the web I find that this kind of experience with Avisw is not unique to me, see http://www.my3cents.com/showReview.cgi?id=11250 for another complaint so similar to my own I had to look twice. There are also others posted on the web.]
After contacting KACM several times, I learned that Avis claims the left rear panel was scrapped and dented while the car was in my possession. This is false. Had there been any damage on the driver’s side in the rear when I returned the car, I would have seen it when I went to take my luggage out of the trunk.
The Avis counter at the airport was not open when I dropped off the car at 5:45am, so my only option was to place the key in Avis’ courtesy drop-off box. I have requested pictures of the damage several times, as did my insurance Agency, Allstate. None have been sent. The total bill is for $830.10. On top of the damage charge of $650.10, KACM is requesting $100 for an administrative fee, and $80 for 4 days loss of use. When I requested documentation showing that no other cars were available from the Avis fleet for the 4 days billed for loss of use, KACM told that they do not need to provide this documentation.
After discussing the case with my insurer, Allstate, I agreed that Allstate would deny the claim so that the case could go to arbitration, a typical procedure among insurers. KACM tells me that they do not participate in arbitration.
Avis responded to my complaint saying that the State College office was independent and I should call them. When I called them in May they told me to call Avis Complaints, where I was told that KACM handled their complaints. It seems to be a circular game that is set up so that no one is responsible to address the complaint itself, or to even be receptive to the customer.
The last two times I call KACM to inquire about the photographs and other outstanding details, the representatives hung up on me. The agency is incredibly uncooperative and have written to say if the bill is not paid by the end of the month it will be sent to a collection agency.
I did not damage the car and find no language in the Avis contract specifying that a customer who accepts Avis’ offer to drop-off a car before the company’s counter opens is responsible for damages sustained before Avis checks the car in. Moreover, I cannot believe they are charging me for damage and see no need or responsibility to provide evidence to demonstrate said damage happened.
It is my understanding that to go to Small Claims Court I need to pay first and there is no mechanism to collect payment from the defendant if I win. My insurance company will pay some of the fees (minus my deductable), which hopefully will not have any repercussions on my insurance fees later. Persoanlly I do not see why anything should be paid since I know I did not damage the car and we have received no evidence of said damage. Since they are threatening to send it to a colletion agency, it is hard to ignore the bill.
I will never rent from Avis (or Budget) again. For those who do not know, Budget is now a part of AVIS.