Avis won't refund me for a repair to a hire car they instructed me to make

5HBing

When I was on holiday in the US I rented a 4x4 from Avis & had a tire blow out whilst there.

After phoning the emergency number I was towed to the nearest garage for the repair as I was too far from their nearest location for a replacement vehicle. They gave me an email address over the phone to send the receipt for the repair to, including my rental agreement #, a photo of the receipt & the reason for the repair.  This was the only info I was told, there was nothing in writing as it was an emergency call at the roadside.  As it was a 4x4 all of the tires required replacing, standard practice for safety and vehicle maintenance and as per the garage's recommendation. 

Avis have now disputed my claim as they don’t have authorization in writing for the repairs (their internal issue, not mine).  I've managed to secure payment for one tire and the installation fee but not the other tires.  I've restored their vehicle to road worthy condition, following the correct procedure for tire replacement on a 4x4 (the other tires were also worn) and now they won't fully refund me.

Any suggestions welcome.

Thanks 

born_again

5HBing said:

When I was on holiday in the US I rented a 4x4 from Avis & had a tire blow out whilst there.

After phoning the emergency number I was towed to the nearest garage for the repair as I was too far from their nearest location for a replacement vehicle. They gave me an email address over the phone to send the receipt for the repair to, including my rental agreement #, a photo of the receipt & the reason for the repair.  This was the only info I was told, there was nothing in writing as it was an emergency call at the roadside.  As it was a 4x4 all of the tires required replacing, standard practice for safety and vehicle maintenance and as per the garage's recommendation. 

Avis have now disputed my claim as they don’t have authorization in writing for the repairs (their internal issue, not mine).  I've managed to secure payment for one tire and the installation fee but not the other tires.  I've restored their vehicle to road worthy condition, following the correct procedure for tire replacement on a 4x4 (the other tires were also worn) and now they won't fully refund me.

Any suggestions welcome.

Thanks 

So you took the garage advice & had all 4 tyres changed, without Avis approval?

I can see why they won't refund you. As you only had approval for 1 tyre that blew out.

MyRealNameToo

Equally unsurprised at their response unless you had categorically had agreement from them that all 4 tyres should be replaced. 

It may be the absolute ideal solution, most sources state that replacing the two tyres on the same axle is sufficient but even then it really depends on how worn the tyres were. Our last car was very prone to punctures for some reason, first time I had one I replaced both tyres, two weeks later one of the new ones went again and just changed the one that time. 

They've reimbursed the one that blew which sounds like all that they agreed to do. The fact you gelt it would be better to have all 4 done doesnt change their obligations. 

jimi_man

Hi. I had a puncture with an Avis car (an Audi SUV) in S Africa. Tbh they were very good about it. I changed the tyre to the spare and they just said find a local garage and get it repaired. However in your case you've gone beyond that and taken the garage's 'upselling' without Avis approval so I can see why they won't pay. It's down to Avis if just replacing one tyre causes further long term damage in the future and it's not your problem. 

I think you'll struggle with that. Sharp practice from the garage really as they obviously knew that it's a car hire.