Avis Complaint - Avis Anchorage - Don't Use Them If You Don't Have To
ANCHORAGE, ALASKA -- I recently rented a car from Avis in Anchorage.
I am a frequent flier and am a 1K on United and a Diamond with Hilton. You can imagine that when I say that I had my worst rental car experience ever in Avis Anchorage - that means something.
I met a very unfriendly and unhelpful counter person named James who was the renting agent behind the counter. Don't go to him if you can possibly avoid it.
I was initially helped by an agent called Jessi, who offered me an upgrade to a Toyota Highlander for an extra $15 a day. I pointed out that I had rented a mid-sized SUV that should sit 5 (per the Avis website) but Jessi said that there was nothing should could do about it. She suggested that I check out the vehicle first and come back.
After my group loaded the luggage into the vehicle we found the vehicle to be too small. I was also not pleased with the coffee stain near the gear box, the bent license plate and the 2 scratches that I found on the car.
When I returned, Jessi was gone and James was there. I made my case with him again about the size of the SUV and asked for a better option given that Avis had not delivered on what they had promised. James was very unhelpful and told me that was all that they had and went on to say that the class of vehicle that I rented was a Rav 4 - but that they were out of that.
When I asked to be upgraded to the Toyota Highlander that Jessi had offered me, he told me that I would have to pay for it. Given that I had no choice, I agreed to pay for the upgrade. This leads me to my second disappointment. James goes ahead and processes the upgrade and tells me that I have to pay $500 more for the 10 day rental. When I pointed out that it was more than 3X more than the initial $15 upgrade which I felt that I should not have had to pay for - he shrugs his shoulders and tells me to take it or leave it. At this point I inform James that he was neither being very helpful nor providing much customer service - to which he responded that it was not his problem. When I asked him the reason for the 3X increase in price, James said that the contract was already concluded and that the price had changed in the 10 minutes that it took to load my luggage into the vehicle prior to driving off the lot.
My third disappointment is that when I asked to speak to the manager, about the bait and switch tactics going on and the poor service that I was receiving, James tells me that the manager is not available. I made the request again and told him that it was important that I get in touch with his manager. He gave me exactly the same response - with a look that challenged me to do something about it. There was never an attempt to get my number or to even reach the station manager at his after-hours telephone number. Fortunately the card of Bob Livingston the Anchorage Station Manager was on the counter and I took a copy of it and I told James that I would certainly be in touch. His response to me at that point was that he would talk to the Station Manager first.
Please avoid Avis Anchorage at all costs. This is a poorly run operation. You don’t want to spoil a business trip or vacation by dealing with the incompetence of some of the members of the customer service team at this location.