Shame on you, Avis
August 2, 2012
Avis likes to bill itself as the car company that is “in the business of treating people like people” but after this last straw I would suggest that, as an absolute value, that means very much the same as “crap.”
PiC recently rented from them on a trip and I am appalled at the cavalier way Avis handled the situation.
He had prebooked the rental: prescheduled the pick-up and drop-off times, and prepaid as well.*
He happened to arrive to the rental agency earlier than expected and asked the logical questions:
1. Can I pick up the car early?
2. Will I have to return it early (because he had prescheduled events and needed it the full time)?
3. Will there be any extra charges if I take it early and do not return it early?
To make it more clear, he added: If there will be any extra charges, I can wait the extra hour.
The girl at the front desk said: Yes, No and No. Most certainly no problems with that. I would have insisted on getting that noted in writing but I’m a suspicious sort of character.
He came back at the preappointed time only to be held hostage for half again the cost of the rental for the additional time he had the car. Say again: he had the car a mere hour and some extra, and they charged him half the cost of the weekend.
He had a conversation with another CSR at that point and that fine fellow had the nerve to say that yes, indeed, he had been given the wrong information at check-in, BUT it was his responsibility to know better and to follow the contract instead.
Are. You. Kidding? You ask questions because a live human being should be intelligent enough to know how to handle “unusual circumstances”! Like when they can or cannot make exceptions for a prepaid contracted customer!
And you, with something-teen years of experience, you can sit there and say that it’s the customer’s fault that he was given bad information when he asked a question that he should reasonably be able to provided an answer. And if your staff are ignorant or incompetent, then you should be taking this as a sign to remedy that problem post-haste, not turning around and pushing blame on the customer. And to compound the issue by insisting that the customer who was poorly served with bad information, the customer who was perfectly willing not to take the car until it was the scheduled time specifically to avoid incurring that cost, insisting that he is at fault and needs to pay?
1. Dispute charge with credit card company.
2. Scathing blog post.
3. Slightly less scathing letter to Corporate to share the glorious service experience they have provided.
4. Wait to see whether we black list Avis. Your move, Avis.