Home Travel Assist! The Police Seized My Rental Automotive and Avis Received’t Refund Me

Assist! The Police Seized My Rental Automotive and Avis Received’t Refund Me

Assist! The Police Seized My Rental Automotive and Avis Received’t Refund Me


In late Might, I flew with my daughter from California to Kennedy Worldwide Airport in New York, the place I rented a automobile from Avis and headed to Connecticut for a three-day household go to. On day two, I parked the automobile in Waveny Park in New Canaan and once I returned, it was gone. The native police instructed me that they had impounded the rental as a result of Avis had reported it stolen to the New York Police Division. I had deliberate to spend the final day of my journey with my 80-something mom, whom I had not seen for 3 years due to the pandemic, however needed to waste valuable hours on maintain with Avis’s customer support division. They finally supplied me a brand new automobile however I used to be unable to coordinate selecting it up, so we ended up counting on my sisters to get round. I used to be solely capable of spend a couple of hours with my mother and needed to take a $100 Uber again to the airport. I requested Avis to not cost me for the rental, however they did, $653, and once I disputed the cost with Capital One, Avis fought me. I can’t imagine Avis is renting out vehicles they’ve reported stolen, after which charging its shoppers. Are you able to assist? Lorraine, El Dorado Hills, Calif.

It is vitally irritating that Avis didn’t shortly problem you a refund or, even higher, exit of its solution to get you a brand new automobile. However my reporting exhibits that the actual query isn’t whether or not Avis is “renting out vehicles they’ve reported stolen” — it’s whether or not they knew the earlier renter had reported it stolen and nonetheless by some means gave it to you.

By way of Edelman, a public relations agency, Avis despatched me an announcement from Beth Gibson, the corporate’s vp for buyer expertise. In it, Ms. Gibson stated Avis apologized to you and has now refunded the rental value, and implied that the corporate had not recognized the rental was reported stolen.

“We remorse that the refund didn’t happen extra expeditiously. Avis solely experiences to authorities as a final resort and has complete safeguards in place to forestall inaccurate or untimely theft notifications,” the assertion continued, then it famous that the automobile rented to Lorraine “was reported stolen by a earlier renter with out our prior information, which precipitated our buyer’s rental automobile to be towed.”

What did the 2 police forces concerned need to say? An announcement I acquired from the New York Police Division at the least partially backs up Avis’s story: On Friday, Might 26, at 8:17 p.m., “a 42-year-old feminine” reported that she had earlier “parked her automobile in entrance of 277 Seaside 87th Road” and later returned to search out the car was “lacking.”

That Seaside 87th Road deal with, in Queens, is cater-corner to Rockaway Seaside’s Tacoway Seaside, a meals stand that serves “the taco that modified Rockaway,” in response to a 2019 report in these very pages. So I suppose it’s doable that this driver, on a Memorial Day weekend seaside getaway, stopped for a taco and forgot the place she parked and referred to as the N.Y.P.D. to report the automobile stolen. Following this line of pondering, she later discovered the automobile however didn’t un-report the incident, and didn’t discuss to Avis at any level throughout the evening.

The N.Y.P.D. wouldn’t present the total report, so I couldn’t contact the earlier renter. Nor would Avis give me her identify, so it’s doable that she by no means as soon as instructed the rental firm she had reported the automobile stolen.

However that story is in battle with the New Canaan police report you supplied and which the city’s chief of police, John DiFederico, confirmed was real. Based on that police report, the New Canaan lieutenant you spoke with referred to as Avis’s Legislation Enforcement Hotline, the place she spoke to a consultant named Julio. Julio “confirmed the car was reported stolen” and stated Avis “had rented it to Lorraine with out first contacting N.Y.P.D. to cancel” the stolen car notification. If true, that will imply Avis knew the automobile had been reported stolen. Avis’s assertion doesn’t inform us when the corporate discovered the automobile had been stolen, and the corporate has twice declined to reply my follow-up questions on timing. The corporate did add that they’d have by no means rented the automobile to you if that they had “been made conscious.”

No matter actually occurred, a observe for vacationers: If you happen to imagine your rental automobile has been stolen, you need to report it to the police after which to the rental automobile firm. If you happen to then discover your rental automobile on, say, the following block, you need to report it un-stolen to each entities.

There may be one other battle between Avis’s assertion and your story. You instructed me you had not acquired an apology, and that the one message you bought from the corporate was from a senior supervisor of buyer advocacy who referred to as and left a voice message. You forwarded it to me, and once I performed it again, it was clear the supervisor neither supplied an apology nor accepted any fault on behalf of the corporate, merely saying he had data to share and asking you to name again. (You instructed me you referred to as him again as soon as and left a message, however as of my deadline you two have apparently not linked.)

By way of Edelman, Avis instructed me that that they had the truth is despatched an e mail apology on Aug. 31 at 6:17 p.m. to the incorrect e mail deal with. (They have been off by one letter.) Avis declined to ahead me a duplicate, and also you stated you by no means acquired it — even when the deal with was mounted and e mail resent.

You have been simply as outraged by Avis’s response while you instructed them your automobile had been seized, and on that rely I agree. Avis’s customer support group ought to have acknowledged its error and gone out of their solution to get you a brand new automobile as quickly as doable, relatively than give you what you stated have been untenable choices to select up a brand new automobile. On the very least they need to have refunded you instantly.

The Avis assertion was additionally imprecise in characterizing their motion as a easy “refund.” Actually, in a follow-up assertion, the corporate stated they “accepted the charge-back from the financial institution and processed the refund,” which means they’ve given up on their preliminary effort to combat your bank card issuer.

I’m annoyed that I couldn’t totally unravel the story and decide who right here was at fault, both solely our 42-year-old (alleged) taco fanatic or additionally Avis. Actually, I filed a request for extra data by the N.Y.P.D.’s Freedom of Info Legislation unit. That may take months, although if there’s any fascinating new developments, I’ll put up them on social media.



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