No Citation needed, no outside resources, just your own words.
Situation: Curtis Smith was surprised when he picked up his rental car from AVIS in San Diego, CA. He reserved a full-size car, but the rental agent told him he could upgrade to an Audi Q7 Sports Utility Vehicle (SUV) for an additional $18 per day. “She told me it was easy to drive,” Mr. Smith reported. “But when I saw it, I realized it was huge-like a tank. You could fit a full size bed inside
During his trip, Mr. Smith damaged the bumper from hitting a curb ($750 damage). He didn’t worry
because he thought the damage would be covered since he booked the rental on his American Express credit card, which is not affiliated with AVIS. He knew American Express offered backup car rental coverage when booked with an American Express Credit Card. Later, he discovered that the credit card’s car rental coverage excluded SUVs”I just assumed they covered it,” helconfessed to AVIS. He wrote to AVIS to complain about not being warned that credit cards may not cover damage to SUVs. And requested to not pay for the damage to AVIS. However, AVIS agents always encourage renters to sign up for AVIS car insurance when booking, but it is not AVIS’ responsibility to study the customer’s personal credit card policy. Customers who do not purchase insurance through AVIS are at their own risk. Mr. Smith doesn’t make any claim against AVIS, but he is upset about being “pitched” to upgrade to an SUV. Your Task: As the Customer Relations Manager with AVIS Rental Cars, respond to Mr. Smith’s complaint
using a letter format. AVIS is obviously not going to pay for the SUV repairs, but AVIS does want to salvage
his goodwill and future business