ArcaMax

Gary Mullen-Schultz thought he was getting a reliable rental when he picked up a vehicle from Avis in Sacramento, California. Instead, he got something else -- a vehicle that reeked of marijuana. Now Avis wants him to pay $250 to get rid of the smell. Can it do this?

Q: I recently rented a car from Avis at Sacramento International Airport. A few hours into my drive, I noticed that it strongly smelled of marijuana. I kept the windows open, but the odor lingered. When I returned the vehicle six days later, I told the staff about it. They said that it would be fine.

A week later, I received a $250 bill from Avis for cleaning, including the repair of a burn mark that I never noticed. I don't smoke cigarettes or marijuana and was the sole driver. I protested, but Avis insists that the charges are valid. What are my rights? -- Gary Mullen-Schultz, Minneapolis

A: You should never have been given a car in this condition, and you shouldn't have been billed for cleaning it up. Car rental companies regularly impose steep cleaning fees for smoking, pets and spills. I don't have a problem with this when the damage actually happens during your rental. After all, renters agree to accept responsibility for the vehicle while they are renting it.

But there's a problem -- these charges are often subjective. Unless an employee documents the condition of the car before you leave the lot, it's your word against the company's when you dispute them. This is exactly what happened here.

Avis sent you a series of canned replies insisting that it had ample documentation. But when I reviewed your correspondence, I didn't see any convincing proof that you caused the odor or damage. You, on the other hand, have a credible explanation and a strong record as a longtime customer.

Still, I wanted to be sure that this damage didn't happen on your watch. It turns out that you had a sinus condition that prevented you from smelling the marijuana odor when you picked up the car. Otherwise, you never would have accepted it. You also don't smoke and didn't have any other passengers, so it was highly unlikely that this happened during your rental.

Avis didn't send you any photos of the alleged cigarette burns, but I think that you could have disproven its claim by taking interior shots of the vehicle -- the seats, the floors, the dashboard with the odometer. These should be a standard part of your check-in anyway.

Also, don't assume that casually telling a rental agent about a problem is enough. Ask the agent to document it in writing. This way, if a charge like this appears later on, you'll have proof.

I really wish car rental companies would follow the lead of Turo, which strongly encourages its renters to take before and after images of its vehicles and even has a function in its app to help renters take usable, credible photos of their rentals.

I contacted Avis on your behalf. A few days later, it dropped the $250 cleaning fee. Remember, cleaning fees can be a profit center for car rental companies, and they are often unfairly applied. If you're charged for a preexisting odor or stain, challenge it immediately and escalate the situation if necessary. With persistence -- and sometimes a little advocacy -- you can win!

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Christopher Elliott is the founder of Elliott Advocacy (elliottadvocacy.org), a nonprofit organization that helps consumers solve their problems. Email him at chris@elliott.org or get help by contacting him at elliottadvocacy.org/help/.

(c) 2026 Christopher Elliott

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