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Hidden fees and poor communication
I have recently hired a car from Avis and had to give over my credit card details as expected however when I went onto my statement to see how much I ended up being charged it was excessive more that I expected and thought I had agreed to. I requested a receipt and clarification as to the extra charges via email on multiple occasions and have had no response. I have also called on multiple occasions and have been left on hold for over an hour on one occasion.
I would not use this service again due to the lack of respect they have for clarity and respect of their clients
dont go avis
i rented a mercedes and pre paid for this and the extra insurance.
when i got home from our holiday avis took out $3700 from my account without asking.
i called the bank and gave them my pre paid invoice showing i had paid $600 for the car and its not $600 + $3700. bank is still fighting avis and i still dont have my money and its been 2 months.
the banks response so far is that this happens allot with rental car companys.
Do Not Go With Avis
The worst experience of ripping us off!!!! We had booked a car through our travel agent in Australia for a car to pick up from Milan Centrale AVIS. All booked, all paid for. Clearly AVIS do not honour the contract. We turned up to get the car we booked and were told there was no car available in that category. But hold on...we booked the car, so you should have a car in that category available because it was booked!!!! What's the point of booking a car if you don't honour the contract!!!???? So... apparently our only option was to get a smaller...city car that (conveniently) doesn't fit our luggage and isn't intended for long trips and we wouldn't get money back for getting a cheaper category car. OR pay 19 extra per day Plus taxes on what we had already paid for for a car in another category that they had available. We had booked the car for 9 days and now we had no choice apparently but to pay extra 200 for a car we didn't want but had no choice but to get because we planned our whole trip on having a car that we could use all the way down to Naples. No apologies. No options. No free upgrade to compensate for the inconvenience or the fact that they didnt have the car we booked. Then on top of that, no English contract, so we had to trust that whatever the guy told us was the truth. I Specifically asked for an English contract and was told they do not have one!!! He actually said Im telling you everything that is in the contract...all while his manager sat next to him quietly doing nothing to help our correct the service man! This happened on Friday 11 Oct in the morning. When we got to Naples, the guy there was just as unhelpful by telling us we were up sold and he miraculously produced an English version of the contract we had to sign to get the higher category car. I have copies of these via email as proof. Up sold!!!! Seriously!? He was equally as rude and unhelpful as the guy in Milan. He charged my friends credit card before getting approval. She was the allocated driver and wanted to settle the account using a different card but he just went ahead with the credit card meaning she also got charged an international transfer fee. The guy in Milan told us to tell the Naples staff that we wanted to use a Travel card so we wouldn't get an international fee on top of everything they were charging us. Then apparently they couldn't cancel the credit card payment! It was so ridiculous! And he was annoyed at us, as if we had done the wrong thing! This happened on Saturday 19 October in the afternoon. Avis you should be ashamed. You forced us to pay for another car because we had already paid you for the original contract and we couldn't get a refund and go to another car rental company. You should never charged us because you didn't honour the order we had made and paid for already. Never choose Avis- they will rip you off.
Avis: Dysfunctional service and predatory practices
Our young family had a terrible experience with Avis while on holiday in Italy this year.
Problems started when a tyre on our Avis car was punctured in a car park. No fault/misuse just one of those things. Its a long saga from there, but despite trying to do everything correctly, Avis's dysfunctional service and predatory practices let us down at each point:
- Charged us 610-euros to replace not the one damaged tyre, but TWO tyres as this was their 'policy'
- Charged us another 170-euros for picking up a replacement car, even though we had no...
Car type booked and paid for not available, persistent emails during rental period, and left item missing within 30 mins
Our whole experience with AVIS in the UK was extremely poor from start to well after we handed the car back.
It began when the type of car wed booked and prepaid for was not available. We needed a large saloon in order to drive my parents around in (e.g. VW Passat), but they only had SUV style cars in that category, which my mother struggled to get in and out of. The attitude was take it or leave it.
Half-way through the rental we started receiving daily emails demanding the mileage on the car (we had an agreement for unlimited miles, so th...is did not make sense). Then the daily emails demanding we signed a new agreement began. I use the word demanding advisedly because there was no explanation as to why this was needed until I questioned it and was told that because we had a long rental, their system needed to be updated and we needed to sign a new agreement. Finally, I left my eReader on the back seat after charging it on the way down to the airport. We dropped the car off at night and I didnt see it (its black on a black seat). I realised what had happened as soon as I got to the airport and rang the depot within 30 mins of dropping off the car (spending about 30 mins on hold). I provided my details and was told that someone would get back to me within an hour, nobody did. I followed up with an email immediately on getting off my flight, and eventually received a reply saying there was nothing in Lost Property. I asked that they check the car and received no reply. I also emailed their Customer Service deportment and after 3 weeks have received a reply saying that I should contact the rental office directly. At every level this company is unprofessional and unhelpful. Never again!
Always, ALWAYS video your car when dropping it off as AVIS will charge you for any non incidental "damages" otherwise AFTER the fact
this is regardless of them accepting the car in good faith and then them leaving the car unattended for 8 hours unattended in THEIR care
AND not even giving you the option of getting a comparison repair quote - if you fail to pay their demand, they send in a debt collector
Poor form AVIS, very poor form from a long term once loyal customer now looking elsewhere - wish I could give you no a ZERO star review
Poor Customer Service Post Hire
Making a reservation was fine, the car was ready. It was post hire the problems set in. My credit card was debited with $200 a day after we returned home with no email or text advice. After multiple attempts to contact AVIS a service operator advised the charge was due to the vehicle allegedly having been returned a day late (not true). They would look into it and call back. They didn't. Two days later after several attempts to call, disconnects and an hour or two on hold, I have had no contact with anyone at the airport, no refund and no i...dea if the late fee, if that is what it was, has been applied. Why AVIS cannot accurately track its cars, particularly one parked out front of the AVIS cabin at the airport in plain sight seventeen hours before they allege it was returned, is a mystery. Beware: we left the vehicle ahead of deadline, fully-fueled, undamaged, in an AVIS bay, handed over the keys to an attendant in the office, told her which bay it was in and were zero excess insured. Still had a credit card hit. Never again.
Very poor service Perth airport.
There was no representative at the Avis/Budget desk in the airport so we went to the hut in the parking lot. Not a problem. The service from the moment we arrived there was poor. Little interest from the staff. We were entitled to an upgrade but we were not going to get it had I not mentioned it. So they bring us the car that we were upgraded to and it had 1 bald tyre and another near bald tyre. Not safe and not roadworthy. So they bring us a lesser car and we don't get our upgrade. I can't be sure but I believe it was actually a downgr...ade. We had never been to Perth airport before and we weren't aware that we needed a slip to let us through the exit gate. Lo and behold, no slip in the car so we have to wait for help whilst the cars behind us were backing up and we had no where to go. I mentioned it to one of the Avis yard employees when we returned the car 11 days later and he said there should have been a slip in the car when we picked it up. He told us that the service in the hut was poor. Such a shame, we have don quite a bit of business with Avis at different locations and always found them pretty good. (Except once at Sydney airport when they tried to give us a car with so much bird dung on the windscreen I couldn't see out of it).
Were so helpful
Rented vehicle from Avis at Wellington Airport Nov 2019
Mentioned that I had to get my wifes wheelchair and bags to the car. Shelley from Avis offered to take time out to drive the vehicle to the Hotel entrance and then helped us load. Excellent service delivered with great kindness. Thank you.
Avoid it! They charge hidden cost without telling you.
Really poor car rent experience.
Had to wait 3 hours in the airport to pickup the car in Milan, although its not a peak season. Then was charged additional 50 Euro after 2 months, and I got no notice no invoice nothing. Tried to call their customer service (an Australian number) on Friday afternoon, after 40 mins waiting on the line, firstly , they couldnt find my past reservation, even with rental agreement number on the contract, or my name, or my driver license. Secondly, they didnt even have transaction record I was charged in their system,...
Ripped Off !!!
Prebought voucher for small car at Frankfurt. Told not available. Must pay extra for bigger car! Paid. Returned with full tank. Charged extra petrol, upgrade (more than told). What a Rip OFF. Wrote emails & snail mail but Avis-Budget have not answered. Avoid this company at all costs!
November 5th 2019 Update: Finally an answer from Avis
In response to my letter (25th Oct) today (5 Nov) I've finally received an Email from the Executive Office, Avis Budget EMEA, apologising for the more than dis-satisfactory service I received at the Budget Frankfurt Airport. for which I left them a bad review. They apologised for their bad service and say they have refunded all the extra charges back onto my credit card. Many thanks.
Terrible customer service, NO response at all
We have a faulty GPS with the car we rented at AVIS rental Hobart airport, we reported the issue and were told that duty manager was not around, we need to call back to sort it out. We made numerous calls afterwards and every time were promised someone will call back, yet no one does.
After two weeks waiting, we emailed AVIS customer service to report the issue. One month passed, the only response is a system generated reply saying please queue for response.
- Verified customer
Don’t Go Near Or Even Consider Avis.italy (But Particularly Avis Rent-a-car (Fumicino Airport, Rome).
The staff at this particular office/reception area is: incompetent, rude, obtuse, aggressive, belligerent, misrepresentative, scammers and liars.
Arrived following a 25 hour flight from Australia at 8.45am for a pick up of vehicle at 9.00am.
Waited for 45 mins while two staff members served other clients (numbered ticketing system in use which shows an advanced time of issue mine showed 9.05am) and four other staff members were exchanging pleasantries and chocolates.
Handed over to staff member detailed booking confirmation (done online , p...aid for ,showing vehicle and class, declination of any and all extras, as we had our own Travel Insurance), who then took about 15 minutes to return. Staff member then TOLD me to sign the Rental Agreement a document in small print (two A4 pages printed on one A4 page). Out come the reading glasses, I am 71 years young) and I protest that I did not ask for nor want any extras, which are detailed to costs approx..EUR 2584.00. Now the rudeness, obtuseness and aggression kick-in staff member INSISTS that I circle and initial those areas which I do not agree with because this is the system THEY use. I, also , notice that the vehicle on the RA is not what we had booked; I bring to their attention that fact and the fact that the vehicle booking was confirmed six months earlier. We had booked a Peugeot 3008 SUV Auto since there were 4 well-nourished people with 4 pieces of luggage (avg.weight 25Kgs) and hand luggage - we researched the vehicle quite extensively and knew that would work for us).Now the belligerence and incompetence kicks in they had a well-used, damaged, Ford Focus SW and would fit us all. With no further words, they told to go to the parking station and collect the car from the attendant. Now the AVIS reception area in FCO,Rome is located about 300 metres outside the airport, and in 30 Deg. C. heat, up one flight of stairs (no lift) and the vehicle pick-up area is another 300 metres but at least on the same floor. Well the Ford Focus SW is a write off; its been damaged along the length of the vehicle on both sides, its dirty inside and out AND none of us can actually enter it. The drivers cant be accommodated and the passengers cant get in because the front seats have to pushed back so far. We complain to the attendant who passes on to another staff member. I repeat the story. He shows us a Mercedes Benz 200D- wont take our luggage- he suggests we lower the rear seat-- Daaaaa.where do the passengers ride?. We see a 7 Seater KIA and suggest that might work NO a different class to what we paid. Aha I see a pristine Peugeot 3008 Auto how about that? NO thats the managers car. Its now 11.00am and we still have not left. Finally, my co driver spots a VW Tiguan 2012 which might fit the bill. NO, its a manual..we paid for an AUTO. We implore the staff member that we can drive manual cars and under the circumstances HE says its OK. Do we need to change the paperwork? No, not necessary.
- Verified customer
Beware the "Estimated cost"
I reserved a car via Avis Australia to be picked up and dropped off at Munich Airport.
My reservation had an "Estimated Cost"; however this did not include a 90 Euro airport surcharge which I only found out about when I picked up the car. It was very clear that my reservation was for airport collection and the charge is mandatory, therefore I do not see why this charge could not be included in the estimate. This is sharp practice Avis - possibly borderline illegal.
I have no issue with the Avis desk at Munich Airport and the car was fine. I wo...
Very poor assistance in the US
Extremely poor service. I am still waiting for a service agent to arrive and jump start my hire car after 3 hours and 4 phone calls to roadside assistance and being told I am a liar because the original service agent couldn’t contact me (as I have an Australian mobile and am renting in the US and service agents phones don’t dial international??). After 20 years it will be hertz from now on!
- Verified customer
We got scammed. Read reviews prior to renting.
Unfortunately we were scammed in Tallinn to pay 330eu for a scratch which was there prior to renting. Although we notified them regarding the scratch before signing and renting, we were told that small scratches are not considered as damage. On return, their representative told us that he has to include the scratch in his return form although there will be no extra cost for the scratch. Around 30min later we were charged 330eu from our credit card without our authorization.
My worst customer experience
Never have I ever experienced the level of rudeness that I experienced when dealing with Sydney Airport Customer Care and Lost Property. Within an hour after returning my hire car to Sydney Airport Avis I realised two personal items were left in the car by myself, which I take full responsibility for. I clearly understand that we are liable for lost items, plain and simple, however considering my items were definitely left in the vehicle and have simply vanished since being returned brings into question where have my items gone?
Not only have ...they "disappeared" from the vehicle but the lost property support person (Corinne) has spoken to me in what has been the most dispicable manner that I've experienced. There has been no sign of human kindness, empathy or support from an individual who SHOULD be supporting Avis customers and treating them with integrity, even if it was there mistake for leaving personal items. I've been left furious and sad by my experience.
We booked car from Auckland airport for 8 days. On picking up car arranged to add another driver and to lower the insurance gap
When we returned car in Auckland CBD.. staff member had a quick look took keys ..gave us no invoice etc..which seemed odd.
3 months later receive a letter demanding payment or matter will be referred to debt collectors, !
We thought payment had been taken off credit card ..apparently not. Avis stated that our bank had reversed the transaction. We could find no evidence that this had happened. Plus invoice was double t...
I've always had great service and no hassles with Avis
I rent cars throughout Australia on a regular basis and have always found Avis exceptionally easy to deal with and haven't had any issues.
My car is always ready, clean and in good mechanical order. The staff are always really friendly and helpful and the prices are really good.
The only gripe I have with them is that their call centre staff aren't overly friendly or helpful but I don't really have a need to call them often so it's not a big issue.
Questions & Answers
Booking confirmation 3144-2492-GB-4PP
This booking was cancelled due to Covid 19 and no flights available to the UK to take up the car hire . A months notice was given.I have enquired 5 times regards refund and no response other than speak to your travel agent. No agent was involved - booked on Avis website and paid immediately via credit card.
Appreciate a tough time for all business around the world . I appreciate the due refund asap . Every other hotel/airline that was involved in this trip has responded positively and had done the right thing within a reasonable amount of time .
Please Avis do the same .
Anyone been in an accident with an Avis hire car when the hire car crashed into my car and did substantial damage to te rear end but unfortunately I am not insured so I am trying to get Avis to pay for my car as the accident was not my fault ( rear ended)
Avis claim I must chase up the driver and until he pays his excess I will not have my car repaired. Yes the man driving the car is no longer answering calls or emails...
any advice is much appreciated
this becomes police matter, i hope you reported acident to police, they can find the driver, most probably issue his ticket, get police report number for insurance claim. if nothing works, report to consumer affairs, if nothing work, you may have to take AVIS to QCAT, only take $60-70 but bit of pain.
Is the service still same now, 2016?
Yes the service can be nest described as bad.
Car delivered scratched (every panel including the roof!) and filtheir than a worn out cab
Was asked at Melbourne Airport to put in 2 dollars ($1.30/l) more fuel as there was an discussion of the defnition of a full tank?
It isnt AVIS fault it is the 'crew' that handles the cars for all renters.
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