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Friends on a celebratory road trip strangely experienced the total mechanical failure of not one, but two Avis rental cars. What caused these mysterious problems and who is ultimately responsible to pay for the damage?
Weeks after Loretta Ryden’s second rental car died at a Mississippi gas station, Avis sent her an $8,090 bill. The company said that, upon inspection, a mechanic deemed the Chevy Malibu unrepairable due to complete engine and transmission failure.
Avis considered the rental car a total loss.
According to Avis, since the vehicle was in Ryden’s possession when it conked out, she was responsible for that loss.
It was an odd stance for a car rental company. Exactly what Avis believed its customer had done to cause the Malibu’s abrupt mechanical failure was unclear. But after repeated unsuccessful attempts to find out, a desperate Ryden asked Consumer Rescue for help.
To be sure, her case was unusual. In almost all circumstances, car rental customers are not responsible for mechanical issues.
That is, unless negligence caused the vehicle’s catastrophic problem.
Here’s what my investigation uncovered about Ryden’s experience and how travelers can avoid similar rental car fiascos.
One road trip, two friends — and three rental cars
Ryden’s story begins last August in Austin, Texas at a residential branch of Budget Car Rental. She and her friend LeAnn Parrow were taking a road trip to Panama City Beach, Florida, and back.
The adventure was to celebrate Parrow’s recent retirement. Their plan was to share the driving responsibilities equally.
The 1,800-mile circular road trip would have the duo driving through Texas, Louisiana, Mississippi, Alabama, and Florida.
They expected the drive to Panama City Beach to take about four days and include just one rental car. But on the day they were scheduled to hit the road, things immediately began to go wrong.
Rental car #1: a dirty Toyota Camry
“I went to the Budget location in Austin to pick up the rental car on my own. Then I was going to get LeAnn,” Ryden recalled. “The first thing I noticed about the vehicle was that it was dirty on the inside and outside.”
She immediately headed back to the rental counter and asked for a replacement car. However, the employee at the small branch told her that there were no other vehicles available. It was the dingy Toyota Camry or nothing.
After documenting the condition of the rental car, Ryden reluctantly accepted it.
Hoping to get back in the road trip spirit, she turned on some music. Then she called Parrow to let her know she was on the way. Ryden figured she would cover the 230 miles in about four hours.
“I figured we could clean up the vehicle ourselves after LeAnn joined me,” Ryden explained. “We definitely didn’t want to take our road trip in a filthy rental car.”
As it turns out, Ryden didn’t need to worry about cleaning up the Camry. She wouldn’t get very far at all before it became clear the problems with the rental car weren’t just cosmetic.
A snack break and a significant mechanical problem
Ryden had only driven for about two hours when she stopped at a gas station for a snack break. When she returned to the rental car, it would not start.
“It [the rental car] was dead,” Ryden explained to me. “I kept trying to get it to start, but nothing was happening. I called Geico and several hours later roadside assistance showed up.”
The mechanic that Geico sent out told her that the Camry seemed to have loose cables under the hood. After some time, he was able to get the car started again.
“He instructed me not to turn the Camry off and to drive straight to wherever I was going,” Ryden recalled. “From start to finish this ‘detour’ wasted nearly five hours of my day.”
Heeding the mechanic’s warning, Ryden got into the rental car and drove nonstop to Parrow’s house, about 90 miles away.
This road trip was turning into a disaster and it hadn’t even really started yet.
Rental car #2: a dirty Chevy Malibu
The following day, the friends were up early. Budget gave them instructions about where to drop off the Camry and pick up a replacement rental.
Ryden had, of course, turned off the vehicle the night before and they weren’t even sure it would start again.
To their relief, when Ryden turned the key, the Camry started. The friends headed to the local Budget branch in Longview, Texas. There, they happily bid adieu to that poorly maintained Camry.
“I was happy we would have a different rental car,” Ryden recalled. “We were eager to get our real road trip started — the beach was calling!”
As the pair was busy planning the rest of their day, a Budget employee burst their excited bubble.
“He said that most of the cars on the lot were damaged and awaiting tow,” Ryden told me. “[The Budget agent] wasn’t sure they had an operable rental car for us. We couldn’t believe it.”
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Ryden and Parrow milled around in the tiny rental office waiting as the employee searched outside. After quite a while, the man drove up in a filthy white Chevy Malibu.
Budget: “This is the only rental car we have that is driveable.”
Similar to the condition of the Toyota Camry, this rental car also appeared ill-prepared for customers.
“It was dirty, too,” Ryden explained. “We didn’t want it, but there was absolutely nothing else at this backcountry airport. There weren’t any other options.”
So against their better judgment, the two ladies tossed their bags in the rental car and drove away.
As it was now late in the day, the friends didn’t put much distance behind them before stopping for the night. However, the next morning they were ready to begin their road trip in earnest. They hoped to be able to get back on their projected schedule to arrive in Florida by day four.
The first day of driving was uneventful. But then came day two and, for Ryden, it would be déja vu.
Another gas station and another sudden mechanical failure
Early on the second day of their road trip, Ryden and Parrow were in Clinton, Mississippi. They had traveled about 270 miles from where they began their journey in the Chevy Malibu. The friends were making slow but steady progress toward Florida.
Stopping at a QuikTrip, they intended to fill the gas tank, grab some road trip snacks and then get back on the highway.
After pumping the gas, the ladies popped inside the convenience store for a few minutes. Their plan for the day was to drive as many hours as possible so that by the next day they would be in the Sunshine State.
However, as soon as Ryden sat down in the driver’s seat and turned the ignition, she knew something was wrong. Unbelievably, just as with the Camry, the Malibu wasn’t responding.
Ryden says she tried repeatedly to get the rental car’s ignition to turn over… and finally it did. But the Malibu was lurching and making unusual sounds.
There was no way that the friends could try to take this vehicle the rest of the way to Florida.
Once again, their plans changed for the day.
Rental Car #3: a normal Dodge Charger
Since the rental car was running, Budget roadside assistance directed the ladies to a very small nearby branch. A tow driver would come pick up the Malibu and take the ladies to the Jackson International Airport. There would be yet another rental car waiting for them there.
We drove very, very slowly to a Hilton hotel where the tow truck picked us up. The driver dropped us off at the Budget location at the Jackson airport. He took the Chevy Malibu with him. Five and a half hours later, we were in a new rental car and finally back on the road. We lost another day of traveling due to a poorly maintained Budget vehicle. It was unbelievable.
Loretta Ryden
However, as much as everything that had happened so far on this ill-fated road trip was unbelievable, what happened six weeks later was by far the most shocking aspect of this fiasco.
Finally! Florida sunshine and no more rental car problems…right? (Wrong!)
Ryden and Parrow finally made it to Panama City Beach in their third rental car. They celebrated Parrow’s retirement, soaked up the sun and had a great time. Even better, their drive home was uneventful.
The memories of the ridiculous road trip disaster they experienced on the way to Florida began to fade.
That is, until one morning in mid-September when Ryden opened her mailbox. There was an envelope from Avis.
“It said the Chevy Malibu had been totaled while it was in my possession. Avis wanted me to pay $8,090. They gave me a deadline to pay the bill. When I called an agent told me that the transmission on the rental car was ruined and I needed to pay for it. Why would I have to pay for a transmission failure of their vehicle!?”
At first Ryden thought if she ignored the letter, Avis would stop pursuing her. But like clockwork, every several days a reminder for the looming payment deadline arrived from the car rental company.
In a panic, Ryden contacted her car insurance company and asked for help.
Geico: We don’t cover mechanical failures in a rental car
Very quickly, Ryden learned the awful reality that she had no insurance coverage for mechanical issues on a rental car. That certainly is a stance most car insurance companies would take in this type of situation.
The mechanical maintenance of a vehicle is the responsibility of its owner. In the case of a rental car, the vehicle’s “home branch” is responsible for its upkeep.
Knowing that her car insurance wasn’t going to pay Avis the $8,090 Ryden continued to press the company for an explanation.
At the same time, Parrow had another route to pursue: Consumer Rescue.
Consumer Rescue investigates: Why is Avis billing this customer $8,090?
Parrow had been the official additional driver on the second and third rental car on this road trip. She felt terrible for the situation Ryden was facing and hoped to help make the giant bill go away.
Michelle, Can you help us? We aren’t responsible for that rental car’s breakdown. We stopped at a gas station and after filling up the car, it stopped working. They towed the vehicle away and we got a new rental. Now Avis is sending Loretta a demand letter for $8,090. Help!!
LeAnn Parrow
When I read through Parrow’s plea and Ryden’s subsequent explanation of events, I got a bad feeling. The only times I have seen a rental car have a total and immediate mechanical failure is after a driver accidentally puts diesel instead of unleaded gas in the vehicle.
I asked Ryden and Parrow if that was what Avis suspected happened.
“We don’t know what we’re being accused of doing,” Ryden told me. “They won’t say. Avis just keeps sending the demand for payment and we’re getting nowhere.”
I asked Ryden for the Vehicle Incident Report (VIR). That is the package that includes all the critical information about the rental car and the damage the customer is being asked to pay for.
The VIR is what I analyze to look for clues that help me defend accused car renters. There is always lots of interesting information contained in that document.
Related: Why is Enterprise accusing Mickey Mouse of damaging my rental car?
I also asked Ryden to look for the gas receipt for that QuikTrip visit. I wanted to make sure the friends hadn’t accidentally filled the car up with diesel.
What does the VIR show?
Ryden didn’t have a copy of her gas receipt, but this savvy traveler contacted Quiktrip. She explained to the manager what was at stake and asked for him to pull the records.
And he quickly did. That receipt showed that Ryden had filled the Malibu with regular, unleaded gas.
Now the only possible customer misstep that I know of that could cause catastrophic failure of the engine and transmission did not happen.
But, as it turns out, Ryden wouldn’t need that gas receipt to prove her innocence.
When I had a good look at that VIR, some very interesting details jumped out at me:
- The odometer reading on the Chevy Malibu read 37,397 when Ryden first took the wheel.
- The friends drove about 270 miles to Clinton, Mississippi before it suffered mechanical failure. We can presume the odometer was about 37,667 on that day.
- The VIR inexplicably shows the date of loss as one month after the day the rental car broke down on Ryden. It notes the loss as the result of a “collision.”
- The odometer reading on the date of loss reads 37,944.
The nearly 300 additional miles clocked on the Chevy Malibu after the end of Ryden’s rental was the smoking gun I was looking for. She couldn’t be responsible for the total loss of a vehicle that remained active in Budget’s inventory for weeks after her rental.
It was time to ask Avis why it was asking this customer to pay $8,090.
The good news: Avis is withdrawing the demand for the $8,090 payment
I sent Ryden’s case over to our always helpful executive at Avis and shared my findings. Faced with the details contained in the VIR, the answer from the executive team was swift.
Nearly three months after this car rental saga began, it was finally over.
Dear Loretta Ryden,
Thank you for your patience during our investigation. We’ve received a response from the claims department and we have been informed based on the findings of their internal investigation they will be closing the claim.
Please accept our sincere apologies for any inconvenience this matter has caused.
Sincerely,
*** ******
ABG Client Relations Team
Avis Budget Group, Inc.
Loretta and LeAnn are ecstatic.
Michelle!
This is such wonderful news!
Thank you so much for all your help and guidance! It’s so encouraging to find someone like you willing to help consumers like us! And at no cost. What a real Godsend you are!
Singing your praises to all those in my social media circles and otherwise!!
God bless you!
LeAnn Parrow (And Loretta Ryden)
You’re very welcome, ladies. I’m sorry this experience dampered your celebration, but we wish you a happy retirement and no future rental car fiascos.
Related: 8 expensive car rental mistakes that will wreck your wallet
How to avoid and fight rental car mechanical damage charges
Repairs for mechanical failure or breakdowns in a rental car should not be the customer’s responsibility. But that doesn’t mean a rogue car rental company won’t try to recoup its loss from one of the vehicle’s recent drivers.
Here are a few things you can do before and after your next rental to reduce your chances of encountering this type of car rental fiasco.
1. Do not accept a beat-up or unclean car
If a vehicle is visually unkempt, it is unlikely that the location is taking better care of the car’s internal parts. Additionally, don’t overlook the car’s smell. Car rental companies charge hefty cleaning fees — sometimes up to $500. If the vehicle has an unusual odor or is dirty, reject it; you might end up paying to clean it up later.
Note: If the location has no other rental cars available. It’s best to cancel your reservation and book somewhere else. If that isn’t possible, ask about exchanging the vehicle at a nearby branch.
2. Document the condition of the car
Always document the condition of your vehicle — both the interior and exterior — before and after your rental. And don’t forget to check the dashboard for warning lights after turning the vehicle
If your rental car breaks down, don’t forget to take photos of the vehicle before the tow truck takes it away. Also, confirm where the driver is towing it. Remember, you’re responsible for everything that happens to that car until the rental company officially closes the contract — including if it goes missing after a tow.
Pro-tip: Print or download Consumer Rescue’s free rental car inspection checklists to help guide you.
3. Always note the odometer reading of the rental vehicle
Whether you return a car at its regularly scheduled time, due to a breakdown, or in an emergency, always take a photo of the odometer reading. Many cases I’ve investigated have hinged on the odometer reading showing that the car had moved many miles between the time the customer returned it and when problems were discovered.
4. Escalate your complaint beyond frontline customer service
Consumers are increasingly finding it harder and harder to find real people assigned to customer service who can respond and fix problems. That’s why Consumer Rescue offers Your Research Valet, a free executive contact finder. You just tell us what company you’re battling and we’ll give you the current name and contact information for someone who can help at the company. In some cases, we can deliver your complaint directly to an executive.
5. Ask Consumer Rescue for mediation assistance
If you’ve exhausted all your efforts and still have been unable to get a car rental company to stop its pursuit, use the button below to ask for free mediation assistance from our consumer advocacy team. We’ll investigate, and if the facts are on your side, we’ll mediate your case directly with the company.
Warning: Do NOT file a credit card dispute
Although you may receive advice that a credit card dispute can solve a battle against a car rental company, in almost all cases, it will not. Instead, you will find yourself battling collection agencies. You’ll also be placed on the Do Not Rent list.
That’s because the Fair Credit Billing Act only pertains to credit card payments. Credit card disputes are not legally binding, in that the merchant is not bound to accept the outcome. The merchant may not bill your credit card again for the charge, but it can pursue the debt in other ways.
Car rental companies nearly always ignore credit card disputes and then send the debt to collections and the consumer to the blacklist.
Related: My car rental company banned me over “one little mistake!”
That’s why it is infinitely better to fight allegations with facts directly with the car rental company. The goal should be to get an official notification that the charges are removed (as Ryden received). Then you should keep that notification forever, in case, the charges are ever resurrected.
The bottom line
Car rental companies/ location owners are responsible for keeping their vehicles in good working order. That includes the aesthetic condition as well as the mechanical parts of the rental car. This is a matter of safety and customer care.
If you believe you’ve been charged for mechanical failures or damage that you did not cause, don’t pay the bill. Gather your documentation, photos, records and fight back through the steps I’ve shared above.
And remember, Consumer Rescue is always here to be your problem-solving cheerleader and guide. Our assistance is always fast, friendly, and, of course, free. (Michelle Couch-Friedman, Chief Fiasco Fixer and founder)
Before you go: Here are 8 expensive rental car mistakes that will wreck your wallet!
