Comments on: Return your car with less stress

By: Chris Cox - Reservations, Avis UK

Chris Cox - Reservations, Avis UK — Wed, 17 Feb 2010 08:40:29 +0000

Hi Jonathan,

The office is open until 23.30 so you will have no trouble returning the car.

Chris

By: Jonathan Patt

Jonathan Patt — Sat, 13 Feb 2010 11:58:01 +0000

Could you please explain the “out of hours return” service? I have booked a car that I plan to return sometime between 21:00 and 22:00 at Gare du Nord in Paris. Will an agent be available to process my return?

Thanks!
Jonathan

By: Vicki Wilson - Marketing, Avis UK

Vicki Wilson - Marketing, Avis UK — Fri, 23 Oct 2009 14:42:02 +0000

Hi David,

I’m not sure why you’ve not heard back from our customer service team. If you email me at comments@avis.co.uk with your rental agreement number and details of your rental I will follow this up with customer services.

Also in that email if you let me know what email address your account is set up with I will ask one of our web team to look into why it’s not working and get back to you.

If you have any other comments or questions please let me know.

Vicki

By: david clennett

david clennett — Fri, 23 Oct 2009 12:27:10 +0000

Avis customer services informed me on 15th September that I should expect to receive details of the damage for which I have been charged within 30 days.
Why have I heard nothing?

Second question – I asked Avis online why it is impossible for me to access the online service to view my rental agreement. The service is permanently unavailable to me.
I received an acknowledgement, but still no reply after several weeks. Why is this?

“We try harder” ? Not to look after your clients interests, apparently.
David Clennett

By: Rob White- Marketing, Avis UK

Rob White- Marketing, Avis UK — Wed, 30 Sep 2009 21:54:35 +0000

Hi Tracey, just to let you know that I replied to you on another thread…
http://wetryharder.co.uk/?p=422#comment-8291

By: Tracey Turton

Tracey Turton — Wed, 30 Sep 2009 10:54:41 +0000

Hi,
It is now over 1 month since my original complaint about vatious excess charges relating from my car rental in August, and apart from an acknowledgement on this blog when I posted a comment (which has dissappeared from the blog for some reason) I have heard nothing from Avis. Having discussed my situation with collegues I now find that 2 of them have had similar experiences with Avis this year (interestingly all in Italy) and have also failed to get anywhere with their complaints. We are now all getting together and have contacted Watchdog as we feel that there is either some sort of scam going on here to try to top up Avis’s income or there is incompetence beyond belief. I own customer focussed business and if we treated our customers this way we would be out of business by now. Unfortunately Avis are so big that unhappy customers seem not to concern them.

Awaiting your reply with interest,
Tracey Turton

By: Rob White- Marketing, Avis UK

Rob White- Marketing, Avis UK — Tue, 29 Sep 2009 16:47:29 +0000

Hi Paul, would you be able to email you rental agreement to comments@avis.co.uk and I’ll follow this one up for you and find out what is going on?

Rob

By: Rob White- Marketing, Avis UK

Rob White- Marketing, Avis UK — Mon, 28 Sep 2009 17:07:51 +0000

Hi David, I believe that my colleague provided an update on this on Friday and there has been some additional correspondance between yourself and my colleague today. I sympathise with your frustrations with the time this is taking to resolve. Unfortunately damage queries take longer to resolve as there are multiple parties involved but we will get a response to you as soon as possible. I know you have challenged this in your emails to my colleague, raising some interesting points and appreciate the feedback (which I can assure you will be iincluded in a current review we are conducting on this process).

Rob

By: Paul Leyland

Paul Leyland — Mon, 28 Sep 2009 15:01:09 +0000

Hello there
i recently hired a car from Avis at Paris Charles De Gaule. after returning the car on the agreed date I returned home. 3 weeks later they insisted that I had kept the car an extra 2 weeks and charged my account to the sum of £1288.46. I am still struggling to get the money refunded even with a receipt saying when it was returned. I have now resorted to contacting BBC watchdog and the Guardian cosumer column.
Very unhappy customer.

By: david clennett

david clennett — Mon, 28 Sep 2009 07:47:08 +0000

Another week has passed – that’s 5 now, still waiting for any news of your “investigation” and any sight of documents explaining the nature of the repairs for which I have been charged. Avis do not seem to be taking this seriously.
It simply can’t take more than a couple of days to verify the details. Am I going to be refunded the amount plus interest and compensation for all the time I have had to waste trying to find out what has gone wrong?
For example, I have now had to contact my credit card bank since the payment was due.
I have asked them to take up the matter on my behalf if Avis do not provide a refund or satisfactory evidence forthwith.