How may I dispute this Avis car rental double charge to my credit card?

BushmillsBoy

I (a UK male) pre-booked and pre-paid (£280) for my holiday car rental online with Avis UK. All confirmed by email. When I arrived at Florence Airport to pick up the car, the agent had the car waiting for me. I signed for the vehicle using the glass touchscreen and got the car, as arranged. Later that day, I received an email from the Florence Airport office with a DIFFERENT rental agreement number and an estimate of >500 euros for the week. I assumed that this was their internal accounting practice and not a true charge as I had already paid for the rental. It now appears that the pre-paid agreement was replaced with the one issued at the airport. When an additional charge of 518 euros was made to my credit card on returning the car, I realised that there had been an error. I have therefore been charged twice, having only ever had one car. When I first contacted Avis.com (based in the US) they said it was a refuelling charge. Then they said it was my fault for signing for the new agreement at the airport. Finally they said that they would contact their International Division and offer a refund "as a courtesy". The refund never materialised and now they say that I will have to contact Avis in Italy myself. Avis UK and Avis Italy have not replied to my emails. I have commenced a claim through my credit card provider. Is there anything else I can do?

brianposter

Avis do appear to have a fundamental problem with charging correctly and some of their other procedures are rather suspect. That said, claiming via your credit card provider seems a reasonable option, particularly if you claim on paper.

If that does not work the Small Claims court would be the next option.