Avis lack of customer service

Complaint Avis rental agreement no *** Non refund of full deposit 3/12 avis car delivered more than 2 hours late 17/12 avis car collected Reasons given fir non refund of full deposit 1. Car collected late! Rental agreement states car to be collected on 18/12 car was collected on 17/12! Avis yesterday agreed to refund - been waiting on response to numerous complaint from 7/1- 2.Charged for windscreen Tyre & thirty party waiver "Gauteng area manager" phoned yesterday & verbally agreed to this refund - he has just phoned to cancel this refund!. I queried this charge based on the intimidating tactics of the driver insisting that I take the cover & reluctantly signed - otherwise I wouldn't have got the keys. In conclusion, my complaint is based on incorrect invoicing;Intimadatory tactics employed by Avis, length taken to resolve complaint& unprofessional business practices of agreeing then declining!