AW
Andrea W
1 reviews | Active since Feb 2022
28 Feb 2022, 13:30
Avis poor customer service to their renters and charging amounts to their credit cards without showing proof of damages made to their rental vehivle
We took possession of an Avis rental through our insurance Discovery. R1500 refundable deposit was charged on the 7th. We collected our vehicle on the 23th but the 22nd the repairer informed me when I called to ask what time we can collect our vehicle, I need to inform Avis to meet us at the repairer. We were informed that they, the repairer inform Avis via email to collect their vehicle,we just leave the keys with the receptionist. Last Wednesday 23/2/2022 we received a call from Avis that they noticed a small dent on the right door, which we never saw. But they will be in contact with us after they take photos of the damage and the cost “IF there was any alleged damages”. From Wednesday I received “ no communication” other than R2031 charged to my Absa credit card by Avis. I called Avis Stellenbosch informed them regarding this charge of Saturday but was assured their Branch Manager Bertha Marupula will contact me today. I finally called Avis three times and on the 3rd call I finally was transferred to Ms Bertha Marupula. She also said standard procedure was that photos of alleged damages are taken, the the renter gets informed of damages quote amounts payable by the renter. No such proof of damages/photos or repair quotes was shared with me. Avis took it upon themselves to just charge me R2031 on my credit card while they still in possession of my R1500 refundable deposit charged by Avis on the 7/2/2022 when I took possession of their rental.
Is this standard procedure of Avis to charge unauthorized amounts to renters credit cards without showing proof that damages was noted and shared with the renter OR quotes for Avis vehicle to get repaired if there was ever damages made to their rental.After 10am today I received two sms’s from Avis sharing their damages charged at R3071.28. But they still owe me money since R1500 was the refundable deposit charged by Avis on the 7/2/2022 and then Avis charging R2031 on 26/2/2022 for “alleged damages”
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Replies (9)0
Replies (9)
Avis's replyOfficial
28 Feb 2022, 16:54Hi Andrea,
Thank you for writing to us.
The deposit that we reserve is automatically released to your available balance once the invoice is charged. We will look into the damage matter and revert to you with feedback.
Avis Team
Thank you for writing to us.
The deposit that we reserve is automatically released to your available balance once the invoice is charged. We will look into the damage matter and revert to you with feedback.
Avis Team
Avis's reply28 Feb 2022, 16:54
Official
Hi Andrea,
Thank you for writing to us.
The deposit that we reserve is automatically released to your available balance once the invoice is charged. We will look into the damage matter and revert to you with feedback.
Avis Team
Thank you for writing to us.
The deposit that we reserve is automatically released to your available balance once the invoice is charged. We will look into the damage matter and revert to you with feedback.
Avis Team
AW
Andrea W's updateReviewer Update
28 Feb 2022, 17:19On which date was my refundable deposit released to me. I need to call my bank to confirm what you said. I received no invoice even after 5 days of returning your rental vehicle
AW
Andrea W's update28 Feb 2022, 17:19
Reviewer Update
On which date was my refundable deposit released to me. I need to call my bank to confirm what you said. I received no invoice even after 5 days of returning your rental vehicle
Avis's replyOfficial
01 Mar 2022, 15:39Hi Andrea,
Thank you for writing to us.
We are not able to confirm the release date as the funds are released by your bank and not Avis. For authorisation queries please contact the bank directly.
Avis Team
Thank you for writing to us.
We are not able to confirm the release date as the funds are released by your bank and not Avis. For authorisation queries please contact the bank directly.
Avis Team
Avis's reply01 Mar 2022, 15:39
Official
Hi Andrea,
Thank you for writing to us.
We are not able to confirm the release date as the funds are released by your bank and not Avis. For authorisation queries please contact the bank directly.
Avis Team
Thank you for writing to us.
We are not able to confirm the release date as the funds are released by your bank and not Avis. For authorisation queries please contact the bank directly.
Avis Team
AW
Andrea W's updateReviewer Update
01 Mar 2022, 16:10Still today I received an email and two sms’s that I have not returned your rental. That my insurance terminated the rental, if that is, how can you charge me damage if you allege I still have the rental in my possession. Reminding me if I do not return it by 2nd of March I am liable for the cost. Is your staff sleeping on the job. We collected our vehicle 23rd Feb, you received your vehicle 23rd of Feb. Why are you still bugging regarding nonsense. Instead of sharing with me the photos and quotes of the damages you allege I caused. Do your job, what you get paid for, stop wasting my time
AW
Andrea W's update01 Mar 2022, 16:10
Reviewer Update
Still today I received an email and two sms’s that I have not returned your rental. That my insurance terminated the rental, if that is, how can you charge me damage if you allege I still have the rental in my possession. Reminding me if I do not return it by 2nd of March I am liable for the cost. Is your staff sleeping on the job. We collected our vehicle 23rd Feb, you received your vehicle 23rd of Feb. Why are you still bugging regarding nonsense. Instead of sharing with me the photos and quotes of the damages you allege I caused. Do your job, what you get paid for, stop wasting my time
Avis's replyOfficial
02 Mar 2022, 09:15Hi Andrea,
Please note that your rental was closed, we apologise that you received notifications. There was a delay in closing the rental hence you received the message it was due to the damage noted.
Avis Team
Please note that your rental was closed, we apologise that you received notifications. There was a delay in closing the rental hence you received the message it was due to the damage noted.
Avis Team
Avis's reply02 Mar 2022, 09:15
Official
Hi Andrea,
Please note that your rental was closed, we apologise that you received notifications. There was a delay in closing the rental hence you received the message it was due to the damage noted.
Avis Team
Please note that your rental was closed, we apologise that you received notifications. There was a delay in closing the rental hence you received the message it was due to the damage noted.
Avis Team
Avis's replyOfficial
02 Mar 2022, 09:30Hi Andrea,
Please note that your rental was closed, we apologise that you received notifications. There was a delay in closing the rental hence you received the message it was due to the damage noted.
Avis Team
Please note that your rental was closed, we apologise that you received notifications. There was a delay in closing the rental hence you received the message it was due to the damage noted.
Avis Team
Avis's reply02 Mar 2022, 09:30
Official
Hi Andrea,
Please note that your rental was closed, we apologise that you received notifications. There was a delay in closing the rental hence you received the message it was due to the damage noted.
Avis Team
Please note that your rental was closed, we apologise that you received notifications. There was a delay in closing the rental hence you received the message it was due to the damage noted.
Avis Team
AW
Andrea W's updateReviewer Update
03 Mar 2022, 15:10I called my bank to follow up on the money Avis need to release which was the unauthorized amount Avis charged on 26 Feb of R2031. When are you refunding my refundable deposit which was charged on 7Feb. Your rental was returned on 23 Feb with a full tank of petrol. Why are you not sharing the photos of the “alleged damage you said I caused? Why are you not sharing the estimated quotes for the “alleged damages I caused and for your rental to get repaired?.
Why are you retaining my R1500 refundable deposit?
Renters be warned that this is how Avis conduct their business. They make up damages to retain your refundable deposit when you take possession of their rental through your insurance. Insist to use another rental company.
Why are you retaining my R1500 refundable deposit?
Renters be warned that this is how Avis conduct their business. They make up damages to retain your refundable deposit when you take possession of their rental through your insurance. Insist to use another rental company.
AW
Andrea W's update03 Mar 2022, 15:10
Reviewer Update
I called my bank to follow up on the money Avis need to release which was the unauthorized amount Avis charged on 26 Feb of R2031. When are you refunding my refundable deposit which was charged on 7Feb. Your rental was returned on 23 Feb with a full tank of petrol. Why are you not sharing the photos of the “alleged damage you said I caused? Why are you not sharing the estimated quotes for the “alleged damages I caused and for your rental to get repaired?.
Why are you retaining my R1500 refundable deposit?
Renters be warned that this is how Avis conduct their business. They make up damages to retain your refundable deposit when you take possession of their rental through your insurance. Insist to use another rental company.
Why are you retaining my R1500 refundable deposit?
Renters be warned that this is how Avis conduct their business. They make up damages to retain your refundable deposit when you take possession of their rental through your insurance. Insist to use another rental company.
Avis's replyOfficial
04 Mar 2022, 15:15Hi Andrea,
We have sent a request to the bank, to confirm if the R1500, is still on hold. As the type of credit card you used, allows for an automatic release of the hold.
We have further requested more information from the branch regarding the damages. Once we receive feedback, we will revert to you accordingly. Thank you - AS
We have sent a request to the bank, to confirm if the R1500, is still on hold. As the type of credit card you used, allows for an automatic release of the hold.
We have further requested more information from the branch regarding the damages. Once we receive feedback, we will revert to you accordingly. Thank you - AS
Avis's reply04 Mar 2022, 15:15
Official
Hi Andrea,
We have sent a request to the bank, to confirm if the R1500, is still on hold. As the type of credit card you used, allows for an automatic release of the hold.
We have further requested more information from the branch regarding the damages. Once we receive feedback, we will revert to you accordingly. Thank you - AS
We have sent a request to the bank, to confirm if the R1500, is still on hold. As the type of credit card you used, allows for an automatic release of the hold.
We have further requested more information from the branch regarding the damages. Once we receive feedback, we will revert to you accordingly. Thank you - AS
AW
Andrea W's updateReviewer Update
04 Mar 2022, 18:58As expected I received no call back from Bertha Marupula, Avis Stellenbosch branch manager, regarding Avis retaining my money they charged without consent. Now I need a letterhead from Avis that I need to email to my bank to reverse or release the money that Avis charged on the 26 th of February R2031. Plus they retaining my refundable deposit of R1500 charged on 7 Feb 2022. Emails was sent off to *** and *** for AVIS to provide me this letterhead with the info my bank require to correct the unauthorized charges a Mr Innocent charged on the 26th of Feb 2022.
Why don’t you correct your mistake Avis. This is really poor and pathetic customer service you are representing. Now the public can see how poorly you attend to customer’s complaints. Stop your excuses and take responsibility for your staff and Branch Manager Bertha Marupula’s poor display of assisting customer’s to get their lawful money back that you charged ********ly.
Why don’t you correct your mistake Avis. This is really poor and pathetic customer service you are representing. Now the public can see how poorly you attend to customer’s complaints. Stop your excuses and take responsibility for your staff and Branch Manager Bertha Marupula’s poor display of assisting customer’s to get their lawful money back that you charged ********ly.
AW
Andrea W's update04 Mar 2022, 18:58
Reviewer Update
As expected I received no call back from Bertha Marupula, Avis Stellenbosch branch manager, regarding Avis retaining my money they charged without consent. Now I need a letterhead from Avis that I need to email to my bank to reverse or release the money that Avis charged on the 26 th of February R2031. Plus they retaining my refundable deposit of R1500 charged on 7 Feb 2022. Emails was sent off to *** and *** for AVIS to provide me this letterhead with the info my bank require to correct the unauthorized charges a Mr Innocent charged on the 26th of Feb 2022.
Why don’t you correct your mistake Avis. This is really poor and pathetic customer service you are representing. Now the public can see how poorly you attend to customer’s complaints. Stop your excuses and take responsibility for your staff and Branch Manager Bertha Marupula’s poor display of assisting customer’s to get their lawful money back that you charged ********ly.
Why don’t you correct your mistake Avis. This is really poor and pathetic customer service you are representing. Now the public can see how poorly you attend to customer’s complaints. Stop your excuses and take responsibility for your staff and Branch Manager Bertha Marupula’s poor display of assisting customer’s to get their lawful money back that you charged ********ly.