Formal Dispute of Charges - Rental Agreement

I am writing to formally dispute the deductions made from my security deposit regarding my recent rental (Agreement Number: E609180644 from 23 January 2025 to 27 January 2026 .

I paid a total of R7,300, which included a R5,000 security deposit. Upon returning the vehicle, I expected a full refund of my deposit minus the petrol refuel. Instead, I received only R940.

I am extremely dissatisfied as I am being charged for "damages" or "issues" that I did not cause. I strongly believe I am being held liable for pre-existing issues with the vehicle that were present at the time of collection.

I hereby request the following documentation within 48 hours:

Itemized Final Invoice: A clear breakdown of every cent deducted from my R5,000 deposit. Photographic Evidence: Clear, timestamped photos of the alleged damage taken at the time of return, compared to photos/reports from the time of collection. Signed Vehicle Inspection Report: Copies of the check-out and check-in documents showing the condition of the car at both stages. This is the second time I have rented from Avis recently (previously in December), and the lack of transparency regarding these charges is unacceptable. I have always been a loyal customer, but I cannot accept the arbitrary deduction of over R4,000 without proof or prior communication.

Please treat this as a formal dispute. If this matter is not resolved and my funds are not refunded promptly, I will be forced to escalate this complaint to SAVRALA (South African Vehicle Rental and Leasing Association) and initiate a chargeback via my bank.

I look forward to your prompt response and the immediate refund of the disputed amount.