AVIS PREPAID ****

AVIS PREPAID ****. We used the Avis online prepaid option - for the first time. We usually use Avis for car rental and have done so consistently over the past 10 years.

This is the last time we will ever use Avis. Needed the car primarily over the weekend. +/-R2 600 was deducted from my cheque account immediately. We budgeted R10000 all in.

Got to Avis Sandton to collect the vehicle, and were informed they would deduct a further +/-R11000 as deposit from my account. I indicated there was no indication there would be that amount required when I booked and paid online. The rental assistant conceded same but reiterated that they would need to deduct that amount. I told her there was only about R8000 and that would be insufficient.

I enquired about cancelling and she indicated that because it was online she couldnt cancel it for me. And advised that I could do so online.

I got home and tried to cancel, there was no option on the online prompts. Tried to call customer service. Calls were not answered. Sent an email to ***. Again no reply.

I decided to call the general call center on Sunday and spoke with someone who undertook to send and email to customer service and copy me so I could see the correspondence. The only trustworthy person at Avis. She indicated that all of this could only be actioned on Monday.

On Monday customer service again ignored her email. She had suggested that I forward the email I intially sent to Avis customer care to her. And on seeing their lack of response I did forwarded it to her and copied customer care. I asked her to please intervene.

Finally got an automated reply from customer that "my query" would be responded to in 15 days at the earliest. This is ridiculous, obviously. This is not a query - I have requested a refund on the basis that I was not informed that an additional R11000 would be required. I never took possession of the vehicle. I am now out of pocket for no reason. They kept the car and the money. And to have to wait 15 days for a "reply to your query" that is the epitome of a ****. And I would like to encourage firstly the lady who did as she said she would, throughout our interaction to find an employer more aligned with her values. And secondly for any holiday makers considering booking a car through Avis. DON'T DO IT.