Avis - can you call a company narcissistic?

Avis - take no responsibility and customer blame. 5 times I have asked Customer Service (sic) for a manager’s name and contact details and my request is ignored.

Back story - hired a car from Hoedspruit airport for 13 days to go to Kruger:

1) Fuel tank wasn’t full - just over half way between 3/4 and full. Around 12 - 15 litres according to my calculations after the next few fill ups. Only noticed as I got to the airport gate (300m). Took photos. Didn’t go back to the office as I had time pressure to do grocery shopping in Hoedspruit and get into Kruger before gate closing. They sent me the last fill up slip before I got the car where the correct mileage was logged (see next point) but either the tank wasn’t filled or extra fuel was put into another container or something. But it didn’t go into the car. They refuse to refund me. Their excuse - "could be that the vehicle was filled up while the engine was on". Isn’t that *******? And even if it was, I doubt it would affect the gauge. 2) Mileage on contract was different. 28 kms less at starting. Even 28 kms didn’t equal the amount of fuel missing. Luckily it didn’t affect my daily allowance. Was still under. No apology or explanation. 3) Not a drop of water in window washer reservoir. The person who prepared the car said it was full. Right. Funny how it lasted for 2 weeks after I filled it. And I used it a lot! 4) While filling the window washer reservoir, I asked the garage attendant at Satara to check the oil and water as I didn’t trust that things were checked. Oil was fine but there was only a tiny bit of coolant in the car. They said it wouldn’t last for 2 weeks when driving slowly so I bought a bottle (fortunately they had one left), half went in (I have video) and the rest of the bottle stayed in the boot of the car when I handed it in. It was R61. Avis refuse to refund me as I should have called them if the coolant light came on and they would have sent a replacement car. To the far north of Kruger? For a light? Really? I saved their car from burning out and this is the thanks I get. If they don’t want to refund me, maybe they should courier me the rest of my bottle of coolant that I left behind in the boot? 5) I prepaid my booking in February (trip was end of May) and the incorrect prepaid amount was on my invoice. I had to send my bank statement to prove what I paid and the booking details. They conceded that the amount was wrong and refunded me a few days ago - a month later. Still no apology.

Their customer service should change their name to “Avis service” as there is nothing about the customer in there. I have had to chase them for responses. I know these amounts are small R61 plus about R300-R350 fuel at their rate (at least I finally got the refund of my voucher prepayment) but it’s the principle and how they’ve dealt with it which leaves a very bitter taste in one’s mouth. It’s a fight for every little thing.

I have had an experience with another well-known car rental organisation where there was no oil in the vehicle but luckily we discovered it before it became a disaster. The way they handled it was exceptional and I would certainly use them again.

Avis - never again. Barloworld, I think you bought yourselves a dud.