Avis Complaint - Horrible Customer Service
ARLINGTON, VIRGINIA -- I recently was verbally abused my the Manager at Avis after I told him that I was going to file a formal complaint with Avis Headquarters regarding the customer service (or lack thereof) that I have received at Avis Reagan National Airport location.
I have been an Avis First Member for over 3 years which allows certain perks ... at the very least, being treated with respect! Well to make a long story short, I was on my cell phone speaking with a representative at headquarters obtaining instructions for filing a formal complaint against the Reagan National Airport Branch when the Manager became visibly LIVID. After telling me that I had "never made a reservation" and that is was my fault that I did not make one (even though I produced the confirmation number) he finally got me into a car. The Manager then left the desk, went out of the side entrance to what I thought was to give me the registation document, and proceeded to "rip me a new one" where no one else could hear; verbally abusing me. The Manager was so angry that immediately removed myself from the situation, got into the car and immediately called back to headquarters to explain what had just transpired and asking the representative if I should contact the police. The representative placed me on hold and contacted the Manager to find out what was going on. She then advised me that I would be well within my rights to contact the police in addition to filing the formal complaint that we had discussed moments earlier. I decided to just leave the premises and file the formal complaint.
Two weeks had passed and I received a letter from Avis stating that and investigation had been conducted and based on what the Manager had stated, I was no longer eligible to rent a car from Avis or Budget". In other words, we have spoken to one of our employees (Manager) and because we all work for the same company, we believe everything that he has told us. The District Manager never contacted me to ask what happened, offer an apology, NOTHING! The Manager took every step he felt necessary (to include lying) and told the District Manager that I verbally abused him; I now know that this was his reason for leaving the front desk to curse me out where no one else could hear.
Once I received the letter for my denial of car rental service with Avis, I contacted the District Manager, and she basically confirmed that the Manager's actions was the "norm" at Avis because she too began speaking to me in a very rude manner. I began to demonstrate to her (since it has become evident that neither she nor the Managers have been trained in treating people with respect) how one should be spoken to by remaining calm and telling her that "I can rent a car from anywhere, it's the PRINCIPAL of this whole ordeal that she and her employees are not understanding). That conversation just fell on deaf ears because she kept saying what the Manager had told her. (?!?!)
In short, I have chosen to take my business elsewhere, I thought about filing charges against the Avis Manager for verbal assault, but I am a very busy lady. I was an Avis First Member because I would rent from Avis on average of 3 times per month. I will now give my hard earned money to another rental car company that values my business and me as a person. What ever happened to the days when customer service really meant something????
Being an Avis First Member means nothing to Avis, the employees are ALWAYS RIGHT!