Read the reviews below to see the experience other people have had when dealing with customer service from Avis.
I am a frequent renter of the 12 passenger vans Avis has until June 18th. I made a reservation on May 5th and was given a weekly rate of $802.00 however, I had the van for 10 days instead of 7. Grand total of $1710-way too much. Inquired and told I would receive a refund of $139-what no honey, investigate that a little more, I am still waiting....but I cancelled my reservation for a future rental and don't think I will frequent them in the future......
I expected to return a vehicle at 1500 hours but returned it at 1615 hours. I was charged an additional $68, called a penalty, for being late. That was more than the one full day rental ($58.40) that I contracted the vehicle for. The charge is unconscionable as it relates to customer fairness. I called Customer Service and the representative held very firmly to "the policy" for being late. I have been an Avis customer for over twenty years and this is the first time this has happened to me. I will be reconsidering who I rent from in the future, and will make sure I know what the "penalty" charges are from here on out.
Your company ought to at least reconsider how you assess the penalty for lateness. Divide the daily rate by twenty four and multiply times the hours late. It is at least fair to both parties. But to charge a penalty greater than the daily rental rate in today's economy and competitive environment is beyond normal belief.
I booked a car in May 2011 for December 2011. When I received an email from Avis confirming my reservation, I clicked on the "View Reservation" tab. Imagine my surprise when I received a comment stating "Location not open on date/time". I immediately called Avis, and they informed me that franchise had closed in October 2011. When I asked if Avis was going to honor my price for a vehicle at the airport, he said the best price he could get me for a similar vehicle was $800. I then asked to speak to someone else and was transferred. The line then went dead. I tried to call again, was transferred, and again, the line went dead. My previous experiences with Avis were positive--now I wonder . . .
Reserved a mid-size car on-line, at a mid-size price. When I picked up the car it was a Suzuki 5X4, which Suzuki Corporation ranks as a compact car. They refused to help at the rental desk, and on-line customer service after the fact stated that they rank a Suzuki 5X4 as "mid size." There was room in the trunk area for only a laptop bag; the rest of our luggage had to go in the back seat, which made it impossible to use as a 4-passenger car.
When I returned my car I was told there was a gasoline charge for driving it less 75 miles. They said I was told about this at the time of the rental--I was not.
I was told it would be waived if I could show a receipt for gas. I happened to have it although of course it could have been my wife's car, or anyone's car, for that matter. I was told that if I faxed in the receipt the charge would be cancelled. Of course it has not been. I just tried to send an email to customer service about this, but was not accepted because I did not enter some numbers with the right number of digits even though I did. And finally, of course, they are closed on Saturday.
In Geneva Switzerland the sign behind the agents says "Preferred members get their keys in 5 minutes or you get 30 euro back"
I got in the preferred line (of which I am a member) and got yelled at "OTHER LINE!" What? I proceeded to wait 10 minutes to be abused by more agents just to pick up my car. They will not refund the 30 euro. It is a complete lie. Even my credit card company will barely help.
Avis Customers -
I rented a car at $48 per day. When I returned it a day late, I got charged $155 for the extra day plus a $10 late fee. The late fee I agree with, the $155 is unconscionable.
As of this point (9 days) - they have not called back to address my complaint. I won't rent again from Avis unless they address this - You might as well rent from the less expensive places.
HAVE BEEN TRYING TO RESOLVE A DISPUTE FOR 8 WEEKS=STILL NO CONTACT DIRECTLY FROM AVIS. ISSUES ARE;
£10 PER DAY CHARGE FOR 2ND DRIVER (ENTERPRISE DONT CHARGE)
FUEL UP FRONT OPTION£34 CHARGE EVEN THOUGH RETURNED FULL
ARBITRARY CHARGE OF £400 FOR VERY SMALL DENT AND UNWILLING TO GIVE EVIDENCE OF REPAIR BEING DONE
ABSENCE OF CUSTOMER RELATIONS THEY JUST TAKE WHAT THEY LIKE OF YOUR CREDIT CARD
