AVIS CAR RENTAL -- WORST EXPERIENCE EVER

Item: Avis
Rating: 1

We are highly disappointed in Avis. We made a booking by telephone through OR Tambo Airport branch to rent a vehicle from them, firstly we found out that the rate to rent the same type of vehicle (class A) for pick up and drop off at exactly the same venue, date and times when booking at the Lephalale (Ellisras) branch than from Avis at OR Tambo was approximately R300 more??? Then my wife who made the booking informed the lady that we have a cheque account at with our bank and will be using our "cheque'-DEBIT CARD to make the payment The lady said that it will be in order and asked for the card number as well as the last 3 numbers at the back of the card and then confirmed that the card is in my name, she then quoted the amount it would cost as well as the deposit amount, provide my wife with the booking reference and everybody was happy. To our great disappointment when we went to the Lephalale branch to pick up the B class vehicle booked (as we were telephonically informed by them before making any booking that they do not have any A class vehicles at their branch), we were informed by the lady working there that Avis does not accept any Debit Cards. Upon requesting the lady to sort the matter out she phoned, I suppose their customer care who ever she needed to phone to confirm about the debit card payment. She confirmed that she still could not accept our card as form of payment. We then decided that we would withdraw the cash, pay it into our daughter's credit card and use her credit card for payment which would have resulted in we having to pay an additional R400.00 for an additional driver which was unacceptable as the whole situation was the result of Avis' employees incompetence to advise us correctly when the booking was made. While the lady the Lephalale branch was on the phone with who-ever it was about this booking, she also chatted about personal issues (someone being in hospital) while we were waiting for the matter to be resolved. This is very unprofessional). Needles to say, we made another plan to get to the Airport. We e-mailed Avis' Customer Care on 27 June 2017 with an complaint and Ionly received feedback from them on 4 July 2017, inquiring whether I have been assisted with my complaint. I went on the link provided and rep**** that I have not been assisted. On 4 July 2017 I received an SMS from my bank confirming that an amount of R399 has been debited from my bank account by Avis Rent a Car. We are aware of Avis' policy that, should you fail to pick up a booked vehicle without cancellation, an amount of R399 will be debited from your provided account. However, we did not fail to pick up or cancel the booking for the booked vehicle at the Lephalale Branch as arranged but was told that our bank card could not be used. How can we be informed at the branch that Avis does not accept our Cheque Account Debit Card to enable us te rent a vehicle but then debit said card for the "non-cancelation/pick up fee"???? We sent a second e-mail to Avis on 6 July 2017 and up untill today we haven't heard back from them. What else is there that we can do, if only to get our R399.00 back???

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