2 hours ago
I rented a car from Avis at Sacramento International Airport recently. A few hours into my drive, I noticed it smelled strongly of marijuana.
I kept the windows open, but the odor lingered. When I returned the vehicle six days later, I told the staff about it. They said it would be fine.
A week later, I received a $250 bill from Avis for cleaning, plus the repair of a burn mark that I never noticed. I don’t smoke cigarettes or marijuana and was the sole driver. I protested, but Avis insists the charges are valid. What are my rights? — Gary Mullen-Schultz, Minneapolis
You should never have been given a car in that condition, and you should not have been billed for cleaning it up.
Car rental companies regularly impose steep cleaning fees for smoke, pets and spills. I don't have a problem with that when the damage actually happens during your rental. After all, renters agree to accept responsibility for the vehicle when they are renting it.
But there's a problem: These charges are often subjective. Unless an employee documents the condition of the car before you leave the lot, it’s your word against the company’s when you dispute it. That’s exactly what happened here.
Avis sent you a series of canned replies insisting it had ample documentation. But when I reviewed your correspondence, I didn’t see any convincing proof that you caused the odor or damage. You, on the other hand, have a credible explanation — and a strong record as a longtime customer.
Still, I wanted to be sure this damage didn't happen on your watch. It turns out you had a sinus condition that prevented you from smelling the marijuana odor when you picked up the car. Otherwise, you would have never accepted it. You also didn't smoke and didn't have any other passengers, so it was highly unlikely this happened during your rental.
Avis didn't send you any photos of the alleged cigarette burns, but I think you could have disproven its claim by taking interior shots of the vehicle — the seats, the floors, the dashboard with the odometer. These should be a standard part of your check-in, anyway.
Also, don’t assume that casually telling a rental agent about a problem is enough. Ask the agent to document it in writing. That way, if a charge like this appears later, you’ll have proof.
I really wish car rental companies would follow the lead of Turo, which strongly encourages its renters to take "before" and "after" images of its vehicles and even has a function in its smartphone app to help renters take usable and credible photos of their rentals.
I contacted Avis on your behalf. A few days later, it dropped the $250 cleaning fee.
Remember, cleaning fees can be a profit center for car rental companies, and they are often unfairly applied. If you’re charged for a pre-existing odor or stain, challenge it immediately and escalate if necessary. With persistence — and sometimes with a little advocacy — you can win.
Christopher Elliott is the founder of Elliott Advocacy, a nonprofit organization that helps consumers solve their problems. Email him at [email protected] or get help by contacting him on his site.
