Unfair and overcharged

I am writing in response to the charges levied against me following the return of the rental vehicle on 7 April 2025.

When I received the car on 2 April 2025, the individual who conducted the handover and vehicle inspection confirmed and pointed out only the following items as being present in the vehicle:

Spare wheel Jack Wheel spanner At no point during this inspection was the presence or requirement of a towing hook mentioned or confirmed.

Upon returning the vehicle on 7 April, I again verified the presence of the same three items—spare wheel, jack, and wheel spanner—with the staff member who received the car. The wheel spanner was located underneath the spare wheel. I even took a photo at the time to ensure I had proof of its presence, anticipating a possible dispute. Please find the attached photo, with the wheel spanner clearly marked in blue.

I was therefore extremely surprised to see a charge of R2,073.00 for a towing hook, which was neither mentioned at the time of collection nor confirmed as a required item. I was unfami**** with this tool and had to search online to understand what it looks like. Additionally, the charge appears to include the wheel spanner, which, as demonstrated, was present in the vehicle upon return.

Furthermore, a R460.87 repair fee has been included in the total amount. I was not made aware of any damages or issues requiring repair, and no such matter was raised at the time of return. I would appreciate a detailed breakdown of this charge.

Based on my own research:

A towing hook costs approximately R170.00, (see attached photo) A wheel spanner ranges between R40.00 and R125.00 (see attached photo) These figures raise further concerns about the accuracy and fairness of the charges app****.

Finally, I would like to highlight that I verified the presence of the necessary items with your representative during the handover. It is unclear how the situation could have changed after the fact, and I question the validity of post-return claims made in my absence.

Given the nature of these charges, and the lack of transparency and accountability in the process, I believe this situation presents a very compelling story for social media and local press to highlight the excessive and unfair fees customers are being subjected to by Avis.

I am expecting a formal apology and a full refund of the charges that were incorrectly and unfairly app****.

I request your urgent feedback on this matter, along with a detailed breakdown of the charges app****.

Kind regards, Isabel Roux