Complaints

• Initial Complaint

  21/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Subject: Complaint Regarding Billing Discrepancies and Lack of Resolution Dear Better Business Bureau,I am filing a complaint against **** Car Rental for unresolved billing discrepancies and poor customer service. Despite numerous attempts to resolve this issue since August 2024, I have not received a satisfactory response.Background In July 2024, I booked a vehicle through Expedia for TD for pickup at **** at ****************. The quoted cost was CAD $4,504.72, but the final charge was CAD $6,168.94, an unexplained increase.After a 13-hour flight from ******* to ****, we waited 2 hours at the **** counter with young children. The agent pressured us to sign the agreement without explaining the charges. Exhausted, I signed to avoid further delays.Discrepancies include:Collision Damage Waiver (CDW): Quoted ******, charged ****** (+*****). Expedia charged CAD $377.20 for CDW at booking.Super TP: Quoted ******, charged ****** (+79.57).Location Fees: Quoted ******, charged ****** (+40.00).Cleaning Fee: Charged 200, which I believe is excessive. The car was returned in good condition, and staff said fees applied only for significant soiling, which did not occur.Steps Taken Since August, I have:Contacted **** Customer Service multiple times with supporting documents.Received assurances of resolution within 10 days, yet no action.Been redirected to the **** location, which failed to respond.Reached out to Expedia, who are still waiting on ****.Resolution Requested Unjustified charges and poor handling have caused financial and emotional stress. I request:A full investigation into the discrepancies.A refund of ****** (incl. VAT) and an explanation for the CAD $1,664.22 increase.Removal of the 200 cleaning fee or evidence justifying it.Thank you for assisting in resolving this matter.Sincerely,***** ***** Ph: ************ **** Case: ******** Reservation: 48459571CA6 Rental Agreement: E262825371

  Business response

  21/11/2024

  BBB #: ********
  Case: 67328137
  
  Dear ******* *****, 
  
  In regards to the aforementioned BBB complaint case# ********, thank you for giving us the opportunity to address your concerns.
  
  Avis values the relationship that we have with our travelers and always strives to do the right thing. We apologize for the inconvenience this matter has caused.
  
  We have contacted our Operations Manager to review the issues you raised.  When we have received a reply from their office, we will advise you accordingly.  We appreciate your patience during our investigation.
  
  Thank you for allowing us to assist you. 
  
  Sincerely,
  
  *****************
  Customer Advocacy Response Coordinator

  Business response

  23/11/2024

  BBB #: 22583970
  Case: 67328137
  
  Dear ******* *****, 
  
  Thank you for your patience in our investigation. 
  
  Our Operations Manager has reviewed the cleaning fees and in good faith has made a partial refund of ****** EUR on November 22nd. Please allow up to 7 business days for processing. 
  
  Thank you for giving us the opportunity to intervene on your behalf.  
  
  Sincerely,
  
  *****************
  Customer Advocacy Response Coordinator

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩