Comments on: We’re listening

By: Rob White- Marketing, Avis UK

Rob White- Marketing, Avis UK — Thu, 08 Oct 2009 17:39:59 +0000

Hi Simon, I am sorry to read about this. We are committed to providing an excellent service so it’s frustrating to read that we have let you down on multiple occasions. I’ll make sure this feedback reaches the right people and I’ll pick this up with the customer support team.

Rob

By: Rob White- Marketing, Avis UK

Rob White- Marketing, Avis UK — Thu, 08 Oct 2009 11:27:50 +0000

Hi David, I have just been advised by the Customer Support team that this has been resolved. I apologise for the delayed response. Please let me know if you have any further feedback.

Rob

By: Simon Fynn

Simon Fynn — Tue, 06 Oct 2009 14:09:09 +0000

Well, my card has been refunded with the €212 I was overcharged as per my comment above from 22nd September.

This amount represents the tank of fuel, 2 days rental and the extra mileage I was incorrectly charged for.

Nothing though for my being charged MORE on the day for a SMALLER group B car than the quote on my original reservation for a LARGER group C car.

My involvement in the recovery of this money was lengthy included expensive calls to Avis in Spain, my time and Avis have had over €200 of my money for 2 weeks.

Despite this no-one has apologised to me and no-one has thought to offer me any kind of goodwill gesture for the inconvenience, upset and expense this has caused me.

After this experience, what is there to entice me to trust and use Avis again?

Even some gift vouchers would have been welcomed!

Just been to Berlin on business for 5 days – I avoided the Avis stand and went straight to [a competitor].

Knee-jerk you think? Well, This is the second poor experience i have had in 12 months with Avis. The last time was a walk-up rental at Birmingham Airport after a particularly tiring flight back from Italy.
The car was one-wayed to Peterborough – A price was agreed when I rented the car, but a few days after off-renting it I discovered a huge additional charge from my card.

I called Avis and apparently the charge was made as I had been given the wrong kind of car (a Golf) which apparently was not supposed to be one-wayed.
Yet again it was me who had to make 5 long phone calls to get the matter resolved, and I was treated as if it were my fault!

If you want me back, convince me. Make me look forward to hiring cars again (which I do regularly) rather than making me fear the repercussions.

By: David Reid

David Reid — Mon, 05 Oct 2009 14:45:25 +0000

Another week has gone by, and still I don’t know why I have been charged hundreds of pounds for alleged damage! It is absolutely ridiculous that seven weeks have passed since Avis in Spain debited my card and yet no one can explain why this charge was made. As I’ve said before, unless this matter is resolved asap I will contact my credit card company and register this as a dispute.

I keep getting told that “these things take time” but how long can you actually keep a customer waiting? I don’t think you would be quite as patient if I owed you hundreds of pounds!!!

By: Rob White- Marketing, Avis UK

Rob White- Marketing, Avis UK — Mon, 28 Sep 2009 11:27:21 +0000

Hi David, I empathise with you and I understand why you are frustrated – I would be if I was in the same position! But I can assure you that the team will get an answer to you as quickly as they can. I know that, until you actually get a full response, that is little consequence to you but unfortunately, because there are multiple parties involved, foreign damage queries can take some time to resolve. We are, however, looking into how we can make this process more efficient – it is without a doubt the biggest issue which has been highlighted on the blog over the summer.

Rob

By: David Reid

David Reid — Fri, 25 Sep 2009 15:09:34 +0000

I’m glad to see that someone has had a matter resolved. For mine, it will be six weeks on Monday since I first raised this as an issue, and still no response! I don’t know how often I’ve had to chase, and I keep getting told that contacting the Avis office in Spain “takes time”. It is extremely unfair that I am out of pocket, as Avis have automatically deducted the cost from my credit card.

I need to book a car for South Africa in February – I have always booked automatically with Avis in the past (because of the BA miles award) but after the problems with this booking (and the complete lack of responsiveness in sorting the issue) I checked Hertz and they were actually about £50 cheaper for the same class of vehicle, so I think I’ll sacrifice the BA miles.

By: Vicki Wilson - Marketing, Avis UK

Vicki Wilson - Marketing, Avis UK — Fri, 25 Sep 2009 14:43:32 +0000

Hi Tim,

Thanks for update. I will pass your feedback on the way it was handled to customer service team.

Vicki

By: Tim Stanworth

Tim Stanworth — Fri, 25 Sep 2009 14:24:14 +0000

Vicki I have now been credited with the overpayment. What a pity you did not not offer a gesture of goodwill towards my next car hire. The excess payment was caused through no fault of mine.
I have had the hassle of claiming it back

By: Vicki Wilson - Marketing, Avis UK

Vicki Wilson - Marketing, Avis UK — Thu, 24 Sep 2009 14:03:38 +0000

Hi Tim,

I’m sorry to hear of your experience.

If you could send your rental agreement details to me at comments@avis.co.uk and I will follow this up with our customer service team and will get back to you.

Vicki

By: Tim Stanworth

Tim Stanworth — Thu, 24 Sep 2009 09:12:32 +0000

We booked our car through Avis Uk. Collection point Liverpool airport 11-14 Sept 09 £65.37 for 3days. We now have an invoice from Avis.es in Spanish(no reference is made to our original booking ref) for 4days hire. As there was nobody in the car pound we returned the key to the airport desk. Warning make sure your key is timed in. We were timed in 2hrs+ later hopefully Avis as an honourable company will accept our timed depature lounge receipts. I guess this is their way of making extra money.