Avis Complaint - Refusing to honor reservation
PENSACOLA, FLORIDA -- To whom it may concern:
I would like to share with you my attempt to rent a car with Avis yesterday. Several weeks ago I called to inquire about the availability of making a one way reservation to Toronto, ON (Canada). I was told to call back a few days later because the reservationist had to check to see if such a rental was possible. I called back a few days later and the reservationist confirmed the reservation. I called back a week later, reconfirmed the reservation, and added a day to it.
Yesterday when I went to pick up the car, I was told it was not available. At first the agent, stated that there were no full size cars available and that she was giving us a car two sizes smaller. She offered us a $20 discount for the week for this. My husband said, "so if I go on the lot I will find that there are no full size cars out there". She stated that they had full size cars, but that they were not available to us, because we were going to Canada, even though the national reservationist had confirmed that I could reserve this type of car for this trip. Upon further questioning, She stated that this car was the only type of car we could take, indicating that it was in bad shape and she didn't mind it going to Canada.
We asked to speak to her supervisor. She said that she had called the supervisor prior to our arrival, and when she didn't receive a response, she elected to deny the reservation herself. She called the supervisor again while we were there, but received no answer. We then called the national reservations number. The first guy told me he would pass me to a supervisor, but then hung up on me. The second guy told me he would pass me to a supervisor, then put me on hold. The third guy said that there were no supervisors working. The third guy yelled at my husband, talked over him, and was extremely rude.
No one would help us honor the reservation. While I realize that franchisees have the right to make their own decisions, this was confirmed by both the national customer service and me before the date of rental.
This is what I have learned:
1) A reservation at Avis means nothing. Don't bother making a reservation because they might choose not to honor it if they don't feel like it.
2)Avis word means nothing, and its agents will lie to you for convenience.
3)If you have a problem with the reservation, the national customer service line will not assist you, will yell at you, hang up on you, and refuse to let you talk to a supervisor.
We ended up renting a car at an adjacent competitors' counter and leaving the Avis counter. I realize that one $400 car rental is not much of a loss for the week for you, but the damage it does to you in terms of my telling this story to my relatives and friends and the loss of my future business will add up over time. I am just one customer who took the time to complain....I'm sure there are many more out there like me.