Avis Complaint - Lack Of Customer Service & Professionalism
NEWARK AIRPOR, NEW JERSEY -- This past weekend my company was scheduled to do some charity work for a local organization in Jersey City and I was tasked to rent 2 passenger vans. Three weeks before the event I made reservations by telephone for 2 passenger vans to be picked up at Avis's Newark Airport location. When my colleague and I arrived the reservations agent was quite polite and helpful and then their Manager, Mr. [snip] approached us and informed us that there were no passenger vans available at this time. As you could imagine,we were disappointed and asked what could be done and we were told that they had an expedition that seats 8 people instead of two 15 passenger vans. I told him that was unacceptable and the Manager was not helpful or sympathetic and provoked my anger and irritability with a grin. I asked him what the purpose of making reservations and he said that reservations were based upon availability, which is absolutely ludicrous. Who ever heard of making a reservation and being told that it is based upon availability..quite the contradiction.
In any event, [snip] was not helpful and my patience wore thin and I asked the customers behind me what the definition of a reservation was and [snip] threatened to call the Port Authority Police to remove me from the premises. I asked to see his manager and he asked me to wait outside and I refused. The reservation agent who was helpful found us 2 passenger vans and [snip] refused to rent these vehicles to us and once again threatened to call the police. Words were exchanged and we left the premises to National Car Rental where they were sympathetic and very helpful and rented us two 15 passenger vans with no reservations or hassles, especially when they heard it was for a charity event. I asked my associate to return to the Avis Counter and pick up his business card so I can write a letter of complaint.
My colleague was greeted by the District Manager, [snip] who was helpful as compared to the Manager. He apologized and asked what he could do to help us. He said he had two 15 passenger vans ready for us and [snip] had the audacity to tell my associate that all we had to do is wait for the vans. My associate told him he was a liar and that he had previously said there were no passenger vans available. He then raised his voice and temper which exhibited why this person should not be allowed to interact with the public let alone manage people. I placed a call to the District Manager as he requested and he never returned my call as I expected. In the 25 years of my business experience, I have never met anyone this rude and uneducated as to customer service and have lost my respect for Avis because of their poor choice of managers and poor training. Whatever happened to the customer is always right. In any event, this interaction took 3 hours. Would you be charged if you brought a rental car back 3 hours late. The same courtesy should be extended to a customer who waits 3 hours. What is the sense of reservations?
In any event, I will never recommend the rental of any vehicle from Avis...so much for we try harder... because they don't even try at all.
On the other hand National Car Rental should be commended at Newark Airport for accommodating our request and being considerate and generous for a charity event. We will definitely work with National again.