u/Proof-Shower3898

I'm on the phone with a rep and it sounds like it will probably all be resolved after they review the case, but sheesh!

Our car had a mechanical problem 4 days into our 5 day rental. We were not able to safely drive it back to the originating location (LV), and we were not able to get a replacement car because there was no Avis location within 110+ miles (we were in Moab, UT). The tow guy they called came and picked up the keys from me, and we had to find another way back to the airport.

Fast forward to today, I got a receipt for charges from Avis that includes:

1. The full original reservation, including the day I wasn't able to use
2. Charges for 3 additional days (presumably the time it took the tow driver to drop it off in Salt Lake City and for them to process it), and
3. A $455 fee for a one way rental, apparently because of where they chose to tow it.
4. All the additional taxes, surcharges, state fees, etc. that go along with those extra charges.

So ridiculous.

That's also the third charge related to this rental showing on my statement, but hopefully that's temporary holds, etc. that will go away?

Again, I'm hopeful that we'll get made whole with hopefully not a ton of headache, but just... WHAT?

EDIT: Satisfactorily resolved. (see comment)

I have had almost entirely good experiences with Bilt Palladium so far, but I haven't had to rely on customer service until now, and I'm wondering if what I'm seeing is normal.

As I posted here several days back, I made a booking through the travel portal and applied my $200 hotel credit and $100 Bilt Cash to bring the total down to $0, which was what was shown on the summary. When I got the confirmation, though, it showed the full amount charged to the card with no credit or BC applied. I wasn't sure if this was normal until the transaction went through and then got credited back; this was my first portal booking. I now see that the hotel credit shows as "Refunded Hotel Credit" in my portal... further evidence that it was applied to the booking then removed for some unknown reason.

I reached out to Bilt customer care about it via chat and after my initial description of the issue and had about an hour of back and forth chats that were all different versions of "We are still working on this/looking into this/talking to a supervisor, etc. to make sure nothing is missed." Then I was told it would need to be further escalated and they would follow up by email. I got an email then, saying basically the same... needs to be reviewed, escalated, will reply later, etc. Then another email the next day with basically the same message.

I appreciate that they aren't just ghosting me entirely, but there hasn't been one message of substance or any follow up questions or clarifications, etc. and it's really starting to feel like stalling for the kind of thing that would have been handled in about 10 minutes with CSR support, in my experience.

Anyone with more Bilt customer service experience able to shed light on whether this is normal and they do eventually resolve things?

Thanks!

I've seen other similar posts with some mixed results for getting VRBO Care to assist. Some places seem to indicate assistance only kicks in if you are inside a 90 day window? I was charged, inconvenienced, missed out on some other properties I was considering, and can't find another comparable option near that price. The host is not cancelling due to something outside their control... they still plan to rent the unit and are trying to get more money for it, admitting that right in their VRBO messaging.

I'm still about 11 months out, and I can cancel (or be cancelled on) for a full refund, and I assume also a full refund of my optional damage insurance premium. But that doesn't seem quite fair. The contract terms are being violated, by choice, and not by me. I've been inconvenienced, had my money held, and missed out on other opportunities. My understanding is VRBO will likely collect a heft fine from the host if they cancel me on their end, but that they won't pass any of that on to me in the form of assistance even though I am the aggrieved party?

I would appreciate if anyone has advice or any experience with receiving support or accommodations from VRBO for blatantly frivolous host-initiated cancellations outside of 90 days.

Thanks.