Avis Complaint - Avis Still Has Not Resolved This Serious Problem
PANAMA CITY, PANAMA -- We have been on the telephone for hours over the past two days with Avis in the US and Panama and am getting nowhere.
We rented a car in Panama last Tuesday, 24 March at 1045 in the morning. We returned the car Friday, 27 March at 1600, at the same location: Marcos A Gelabert Airport (PT2).
When requesting a receipt on the Avis web site we were advised on the website that the car was never returned!
We were supposed to pick up the car at 0815. When we went to the Avis rental counter at the airport there was no one at the counter, no telephone at the counter, and they did not answer their posted telephone numbers. Another rental car company finally helped us contact Avis. They kept promising to be there in a few minutes. We waited from 0815 until 1030 for a man to show up with the car. He spoke no English and had a Spanish-only rental agreement to sign. With the help of a bilingual passerby we finally signed the paperwork and received the car keys. The airport office was supposed to be open from 0800 to 1700 daily. There was NEVER anyone there and no one to contact.
Per the Avis Panamanian representative's instructions (via the volunteer translator) we left the car in the airport parking lot and dropped the keys into the "drop box" (hole) in the Avis counter.
Avis still continues to charge us a daily/hourly rate for a car we turned in. We also pre-ordered a GPS unit and it was not delivered with the car. We are apparently being charged for it, too.
We returned the car with a full tank of gas. The mileage was 89729.4 kilometers. The time was 1600 local time on Friday, 27 March.
I suspect the car is still sitting in the parking lot, or by now has been stolen. I am curious and apprehensive as to how long before the arrest warrant for us is issued.
It is particularly frustrating that we cannot contact anyone with Avis in Panama City, Panama. It took many calls and hours on hold before we finally reached someone at Avis Customer Service that was even willing to take some ownership of the issues. While Avis USA customer support has rendered some assistance, they also were unable to contact anyone in Panama who could speak English. Finally, Avis USA supposedly sent a fax and asked us to wait another 48 hours. Avis has not replied to any of our emails.
I personally feel that the Avis operation in Panama City needs a complete evaluation of its operational and management practices. As a long-time Preferred Avis customer this has been a terrible experience; and still has not been resolved!
The worst financial impact is that we are still being charged for the rental of a car that we turned in last week. Additional costs are in fruitless telephone calls to Panama and much wasted time on hold on the telephone.