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Avis - Disputed Return Date

Avis • Corporate Points program • International thievery • Disputed return date • A visit from Repo Man • Additional driver charges • Young drivers • 4WD vs. AWD • Misc. problems

Michele of Austin TX (2/1/03):
Dec. 27th, 2002 I rented a Buick Century at the Avis Rental located at the Dallas Fort Worth Rental Office at DFW airport. I clearly requested the vehicle for approximately 4 days to drive back to Austin, Texas and return the vehicle to the Avis car rental return at Austin Bergstrom airport which I did do on Tuesday Dec. 30th. before 11:30 AM. Then I took the Super Shuttle back home.

January 30th I received a letter from the Avis Safety and Security Division, located at the address given above, and curtly told that I would no longer be able to rent vehicles from Avis "based upon facts and circumstances surrounding the above refrenced rental". There was no vehicle description or file number included. The letter gave no phone number and stated any questions regarding the matter had to be directed in writing. However, I was able to obtain a phone number by way of internet access, spoke with the person who generated the letter, Mr. Paul W. Santangelo, Securiy Systems and Procedure Manager.

I was told during this conversation, Jan.30th, that I was being charged 2800.00 for failure to return the rental vehicle, not contacting Avis, and not returning the vehicle until Jan 22nd, 2003! This is untrue, I returned the car as stated above, signed out, and the odometer reading was taken by the Avis employee. The vehicle was returned with 3/4 of gasoline remaining in the tank since i only need to refill once on my journey home. I remember one fact, however, the employee was using a hand held computer gadget of some type to enter the information, was having difficulty, and used his walkie talkie to inform those in the booth. I then heard someone respond over the walkie talkie, the information given to that person and I was told I was finished, handed my receipts and I left to call supershuttle for transportation home.

Unfortunately, after a week or two, I threw away my receipt. Once I discovered I had been charged, I initiated the dispute process with Bank of America Visa Card. Then I went directly to Austin Bergstrom Airport to speak with an Avis "shift manager", Aaron Alvarado, showed him the letter Avis sent me, and watched while he and another employee checked the computer data on the vehicle. It appears that in was not logged in as being returned, it was found abandoned in the parking lot of a hotel here in Austin, and Avis was contacted by the hotel to come and tale possession of the vehicle.

I was given a number to call in Virginia to a person named "Laurie" identifying herself to be from the "Loss And Prevention" department of Avis. She proceded to tell me "certified letters" had been sent to me and accused me of failing to respond. I never got any "letters" other than the one dated Jan 23rd via regular mail. She further stated the vehicle was picked up from my house! I live alone, am retired, and spend the majority of my time in my house, therefore, there is little chance that I cannot be reached or a note left at my residence.

My communtiy is one of single family homes with community maiboxes located at the end of the street. We do not have individual mailboxes. Therefore, no messages from the post office were left on my door or in my mailbox regarding certified letters. I contacted the Balcones Postal Station located on Jollyville Rd here in Austin and was told there was no record of failed attempts to deliver any certified mail though my zip code was inaccurately written on the letter I did receive through regular mail.

I was also told by "Laurie" that numerous phone messages were left for me. I was perplexed by this because I never got any phone messages, but, I remembered I listed my mobile phone number which I lost and now believe it may have been left in the rental car. Further, in regard to the certified letters, it is feasible a single letter may not reach it intend address, but "Laurie" insinuated that more than one certified letter had been sent and that she had copies as proof. As for failure to receive phone messages, this is true, because I gave my cell phone number, had it wih me in the rental vehicle, noticed it missing thought I lost it, not thinking perhaps in the rental car, then I reported it as being lost to Verizon Wireless. Verizon, should have the date is on record which at this moment I cannot remember but will call to check.

What was even more disturbing to me is that "Laurie" from the loss and prevention department, was unaware that the vehicle had been found at a hotel abandoned, particularly since she insisted it was repossessed from my house. At this she said she was going to make inquiries from Aaron Alvarado, shift manager, at Austin Bergstrom Avis car rental return. I never heard back from her.

This prompted me to make efforts to speak with an Avis executive at the main headquarters in New Jersey, Patricia Paft. I was never told what condition the vehicle was in when found, there was 15,360 miles on the odometer. When I took possession of the vehicle in DFW it had 847 miles and Austin is about 400 miles from Dallas Fort Worth! Because of the general attitude of the individuals I spoke with representing Avis, and the fact that my credit card company authorized the charge with Avis receiving $2800.00, I doubt Avis will make any investigation regarding this situation and I am a victim of the malfeasience of some Avis employee who knew the car had not properly been documented as returned by me on the date I have stated because of some computer glitch and took that vehicle or allowed a person and/or persons to take it.

Judging from the mileage, it really went on a joy ride. Avis states, that beyond the computers they use, there is no back-up system to verify I returned the car. Unfortunately for me, I failed to keep a rental receipt after probably about a week once I returned the car never suspecting I would fall victim to what I believe was an "inside job" a person employed by Avis and knowledgible about the ease in which the computer systems can be tampered with.

Michele has been the victim of a crime, from the sounds of it an inside job by someone familiar with the Avis system. She has also been wronged by Avis and should immediately sue the company in Small Claims Court. She sounds like a credible witness and we'd wager she will prevail.

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