Please allow this correspondence to serve as a good faith attempt to resolve the instant matter. I traveled to California from March 25, 2022, to March 29, 2022. On March 25, 2022, I picked up a rental vehicle at AVIS at the San Franscisco Airport location, located at 780 McDonnell Road, San Franscisco, CA 94128. The rental term period was scheduled from March 25, 2022, to March 29, 2022.
On March 28, 2022, the keys to the rental vehicle were lost. I immediately contacted AVIS and was advised by a representative/employee of AVIS that AVIS would be sending a tow truck to pick up the vehicle and take it back to San Francisco, where they would have to make a key, which I would later be billed for.
At approximately 8:00 PM on March 28, 2022, Allied Towing picked up the vehicle from The Charter Oak Restaurant located at 1050 Charter Oak Ave, St. Helena, CA 94574. I was advised by Allied Towing that they were contracted by AVIS and that they received their tow orders via Nation Safe Drivers. The order number for the tow was 8018980. Allied Towing delivered the rental vehicle to 7600 Earhart RD, Oakland, CA 94621 at approximately 10 PM on March 28, 2022. I asked Allied Towing for a receipt and was advised they could not provide one as they were contracted by AVIS. Subsequently, I have requested the towing instructions from AVIS, however, have not received any. In response, I received an email dated June 21, 2022, which is dated after the incident at issue. I also contracted Nation Safe Drivers in efforts to obtain the towing instructions. I was on hold for an hour and then was forwarded back to AVIS. I have gotten absolutely no response or cooperation from AVIS. At no point, did I instruct Allied Towing to deliver the rental vehicle to the location located at 7600 Earhart RD, Oakland, California, those instructions were provided to Allied Towing by AVIS.
On March 29, 2022, I called Avis to confirm that the vehicle had been received. Avis confirmed that the vehicle was received and confirmed that I did not need to return the vehicle to the San Francisco Airport location as AVIS coordinated the towing of the rental vehicle on March 28, 2022. The AVIS representative was named Arlen Urbina. It is also my understanding that each call is recorded therefore, please feel free to refer to the call dated March 29, 2022. Following the call, I took an Uber from Napa to San Francisco International Airport. On March 29, 2022, I took a flight back to Miami, Florida.
About 30 days later, on April 28, 2022, I received a text message from AVIS advising that the rental vehicle was checked in successfully. This came as a surprise as the vehicle was picked up by Allied Towing on March 28, 2022. On April 25, 2022, I was also charged $4,911.37 to my American Express (AMEX) credit card. At no point, was I advised that such charge would be placed on my AMEX! Upon receiving the itemized bill from AVIS, I noted that I was charged for having the vehicle an additional 31 days. I want to make it very clear that I DID NOT have the vehicle for an additional 31 days. The vehicle was picked up by Allied Towing in Napa, California on March 28, 2022. The towing arrangements were made by AVIS, employees of AVIS, representatives of AVIS, and/or agents of AVIS. I had no part in making such arrangements. In fact, I was informed by an AVIS employee that the vehicle would be towed by Allied Towing and that I no longer had to return the vehicle to San Francisco Airport.
On April 28, 2022, I called AVIS and expressed the aforementioned to the AVIS representative. In turn, I was advised that they would submit my concerns but could not tell me what department they would submit my concerns too. Due to the lack of information and cooperation provided by the AVIS representative, I also filed a dispute with American Express.
On May 2, 2022, I received an email from AVIS including a letter advising me that I would be charged $443.00 for the lost key. At no point, did I receive any information regarding the pending claim. I received nothing in writing, via email, or via phone.

On June 8, 2022, AVIS responded to the dispute made by AMEX. AVIS responded as follows:

• The vehicle was dropped off on 04/25/2022 at 10:00 AM at San Francisco, CA. and not on 3/29/2022 per rental agreement
• The starting miles were 148 and ending miles were 1,148, which the total miles used 1,000. Customer used rental for 31 days, hence Times and Mileage have been assessed as $3,506.90.
• The customer dropped off the vehicle at a different time than originally confirmed. Additional late charges have been assessed as $405.00.
• Optional products opted by customer TOL have been assessed as $239.80.All other charges COS-$118.25, ERF-$6.00, TOF-$122.74, TRF-$16.00, VRF-$85.25, CRF-$471.39 have been assessed for 31 days as $819.63.
• All other taxes have been assessed for 31 days as $454.98.

The reasons provided to AMEX are simply incorrect and false. As indicated above, I did not drop off the vehicle on April 25, 2022. I did not return the vehicle to a different location, in fact the vehicle was picked up by Allied Towing on March 28, 2022. The towing was coordinated by AVIS, and AVIS only. I was never in possession and/or control of the vehicle after it was picked up by Allied Towing at approximately 8 PM on March 28, 2022, as instructed and coordinated by AVIS. I did not put 1,000 miles on the vehicle. As indicated, multiple times in this correspondence, the vehicle was picked up by Allied Towing on March 28, 2022.
On June 14, 2022, AMEX advised me of AVIS’ response to the AMEX dispute. In turn, I contacted AVIS once again. This time I spoke to an AVIS employee/representative by the name of Mauricio (Badge No: 38633). The AVIS employee/representative advised that AVIS has vehicles towed to a different location while the keys are being made. I was advised that it is only when the key is made that the vehicle is checked in. I again, expressed my concerns and advised that Allied Towing picked up the vehicle on March 28, 2022. To add insult to injury, the AVIS representative merely offered $200 dollars. I asked to speak to a manager but was conveniently advised that a manager was not available at the time. I asked to speak to a supervisor and again was declined the opportunity. I further asked for a written reply to my original dispute made on April 28, 2022, but was advised that one was not available. In a last effort to get additional information, I asked the AVIS representative to transfer my call to the corporate office, but he declined to do so. Following the lack of information provided, I filled out an online AVIS Complaint Escalation form. The escalation case number is D-h1013. On June 15, 2022, we received confirmation that our claim had been received. I have not received any additional information since June 15, 2022. To date, I have not received any response to my initial dispute made April 28, 2022.
AVIS’ conduct is plainly offensive as AVIS contracted with Allied Towing to have the vehicle towed on March 28, 2022. I retained no possession or control of the rental vehicle after March 28, 2022.
I am not required to pay for any miscommunication or misunderstanding by AVIS and Allied Towing due to the terms of the rental agreement. The rental agreement indicates that I can be charged a fee if the vehicle is returned to a different location without AVIS’ permission. It is simple, I did not retain control or possession of the vehicle after March 28, 2022. I did not return the vehicle to a different location without AVIS’ permission. In fact, it was AVIS who coordinated the towing of the vehicle. There is no basis to charge a late fee under the terms of the rental agreement, I did not return the vehicle on April 25, 2022. The vehicle was not returned late. As stated, I left California on March 29, 2022, a day after the vehicle was towed by Allied Towing. As a reminder, Allied Towing was contracted by AVIS, not me. There is no basis to charge me an additional 27 days, as the vehicle was towed by Allied Towing on March 28, 2022. I had was not in possession or control of the vehicle once it was towed by Allied Towing.
The final receipt indicates that I was charged for 27 additional days. The rental car was in my possession for three days, from March 25, 2022, to March 28, 2022. I did not have possession or control of the vehicle for 27 additional days. The final estimate also contains a late fee of $405 dollars, the vehicle was not returned late. The rental agreement indicated that I would rent the vehicle from March 25, 2022, to March 29, 2022. The vehicle was picked up by Allied Towing on March 28, 2022, a day prior to March 29, 2022. The final estimate also includes a vehicle license recoup fee for 31 days. As indicated above, I was in possession of the vehicle for a mere 3 days.

This is my good faith attempt to have $4,911.37 incorrectly charged returned to my American Express.

Please govern yourself accordingly. I can be reached at the telephone number and email below should you have any questions or concerns.

Carmen Pino
Email: Pcventuxxxxx @yahoo.com
Phone: 786-368-xxxx