Avis Complaint - Wrongfully accused of damage
FT LAUDERDALE, FLORIDA -- Avis is charging us for a key scratch that was on the car before we took possession of it. Unfortunately we did not notice the scratch until we arrived at our condo (directly from Avis) and could see the vehicle in sunlight. We mistakenly thought Avis probably already knew of the scratch. When we returned the vehicle, we were told by the inspectors that it was not there before. We then asked to speak to a manager, and someone disappeared and then returned saying they could not find the manager “but don’t worry about it, we’ll take care of it, it’s no problem, go catch your plane”, so we filled out a report and left. Several weeks later we received correspondence that we were being charged. We again wrote a report explaining what happened. Without any regard to any of these attempts to discuss the issue, Avis has now billed us for the damage. We contacted the claims department and they are unwilling to assist us suggesting we contact the managers at Ft. Lauderdale's facility. We then left messages with those managers and never received a return call. We would place our hand on a bible or swear on our lives this did not happen in our posession if it would help. No one at Avis is willing to listen. Of course (after the fact) they tell us we should have inspected the vehicle before leaving the lot and reported any damage found. No one suggested this to us before we picked up the vehicle which would've prompted us to look and probably see the scratch before we left. We would like to see video of what occurred while the vehicle was parked in the garage before we picked it up to know if someone keyed it then. Also video of us pulling out of the facility might also show the scratch. No one is responding to this request. Avis has disappointed us tremendously on this issue and we are glad for this forum which allows us to let others know what type of customer service they provide when they have nothing to lose and everything to gain. Well they have lost a customer. We only went to Florida because we had 2 free plane tickets and a place to stay without charge. Our insurance is covering most of this bill but we are still responsible for the $250 deductible. We had hopes that State Farm would back us but they say it is not worth the fight. Well, $250 is the cost of one of those free plane tickets and not a small deal to us.