Been held liable for damage that was not caused by myself

Formal Dispute of Damage Charge – Rental Agreement ***

Dear Avis Customer Service,

I am writing to formally dispute a damage charge of approximately R6000 related to a recent rental return at your King Shaka branch involving a Kia Sonet. I believe this charge is both unjustified and inconsistent with the facts and practices outlined in Avis’s own policies.

Background: I rented a Kia Sonet on a long-term basis and returned it with one missing plastic wheel arch trim, which I disclosed during the return process. This was the result of a minor incident involving my dog. I had already obtained a quote from Kia for R850 to replace the trim, and although I could have replaced it myself, I followed Avis's terms by reporting and returning the vehicle with the trim missing, assuming reasonable repair costs would be app****.

Upon return:

I filled out the damage report honestly and transparently.

The receiving Avis staff member and I jointly inspected the vehicle.

No scratch on the paintwork was noted, and I was not made aware of any such damage at the time.

Concerns: No opportunity to verify or contest the scratch: I was not notified of the alleged paint scratch before repairs were conducted. This denied me the opportunity to inspect the damage or provide a counter-evaluation.

Disproportionate charge: A nearly R6000 bill for a missing plastic trim and a minor scratch (which was not observed at return) is disproportionate and excessive.

Inconsistent treatment of damages: Previous damages present at the time of delivery (including scratches and dents) were considered “fair wear and tear.” Yet now I am being penalized for an unverified, possibly pre-existing scratch.

Violation of fair business practices: This situation lacks transparency and undermines consumer trust. Charging a customer without providing clear evidence or a chance to dispute the damage is, in my view, an unfair business practice.

I have a long-standing record of returning vehicles in excellent condition, with no prior disputes. I urge Avis to reconsider this charge based on the above points and either refund the deducted amount or at minimum provide itemized documentation, photographs, and justification for the costs incurred.

If I do not receive a satisfactory response within 7 working days, I will have no choice but to escalate this matter to the Consumer Goods and Services Ombud (CGSO) and consider legal options.

I remain hopeful that Avis will handle this matter fairly and in good faith.