Avis Unprofessional Service

To Whom It May Concern

I rented a Toyota Avanza 1.5 SX Man, number plate, ZA FMH828L from the Avis car rental branch at Oliver Thambo on Saturday 25 September. The contract was set to deliver it back to Oliver Thambo although I stipulated to the sales lady on duty that I wanted to return the vehicle to a Pretoria branch on Sunday. She told me that I can deliver the vehicle to any branch in Pretoria on the 26th and will just be liable for a one way fee. I visited the Menlyn branch only to find that it is closed and so is all the other branches in Pretoria. I tried to contact the branch but it was impossible to get hold of anyone at the Oliver Thambo branch. I was forced to extend my contract to Monday, cancel my original transport arrangements and pay a one way fee at my next location which was Nelspruit.

Once I reached Nelspruit on 27 September 2021, I was told that there was a minor chip on the front bumper which I recieved a notification that I’ll need to pay R1699.78. I feel it is an outrageous amount for a very small chip which in my point of view could have been there from the start.

I received an email from the Menlyn branch for the manager at the Oliver Thambo branch which I contacted via email only to find out it was not the current manager. My email and her feedback is stipulated below:

“Sent: 28 September 2021 12:05 PM To: Gina De Abreu <***> Subject: [EXTERNAL] ***

CAUTION: This email originated from outside of the organisation. Do not click links or open attachments unless you recognize the sender and know the content is safe.

Dear Gina

I trust you are doing well. I rented a Toyota Avanza 1.5 SX Man, number plate, ZA FMH828L from your Avis branch at Oliver Thambo on Saturday 25 September. The contract was set to deliver it back to Oliver Thambo although I stipulated to the sales lady on duty that I wanted to return the vehicle to a Pretoria branch on Sunday. She told me that I can deliver the vehicle to any branch in Pretoria on the 26th and will just be liable for a one way fee. I visited the Menlyn branch only to find that it is closed and so is all the other branches in Pretoria. I tried to contact your branch but it was impossible to get hold of anyone at the branch itself. I was forced to extend my contract to Monday, cancel my original transport arrangements and pay a one way fee at my next location which is Nelspruit.

I also had a look at the amount that was charged to my credit card on the 25th. I was told that the rental car was going to cost R1289.36 although R3693.40 was charged to my creditcard.

Your feedback in this regards will be much appreciated. Thank you in advance.

Kind Regards

Marelize”

“On 28 Sep 2021, at 12:33, Gina De Abreu <***> wrote:

Good Day Ms Koch,

I sincerely apologise for the inconvenience caused to you

I am no longer based at ORT but I have sent this on to the Manager there to assist you

Kind Regards,

Gina De Abreu Manager: Lanseria Airport”

After I have received the amount charged for the chip on the front bumper I sent a query to Avis’s cabs department. Please note that these emails has been send on the 30th of September. Upto today I have not yet received feedback from the Oliver Thambo branch. Please find my email as well as their response below:

“From: Marelize [mailto:***] Sent: 30 September 2021 3:02 PM To: MBX Cabs <***> Subject: [EXTERNAL] ***

CAUTION: This email originated from outside of the organisation. Do not click links or open attachments unless you recognize the sender and know the content is safe.

To Whom it May Concern

I rented a Toyota Avanza 1.5 SX Man, number plate, ZA FMH828L from the Avis branch at Oliver Thambo on Saturday 25 September. The contract was set to deliver it back to Oliver Thambo although I stipulated to the sales lady on duty that I wanted to return the vehicle to a Pretoria branch on Sunday. She told me that I can deliver the vehicle to any branch in Pretoria on the 26th and will just be liable for a one way fee. I visited the Menlyn branch only to find that it is closed and so is all the other branches in Pretoria. I tried to contact your branch but it was impossible to get hold of anyone at the branch itself. I was forced to extend my contract to Monday, 27 September 2021, cancel my original transport arrangements and pay a one way fee at my next location which is Nelspruit.

Once I reached Nelspruit I was told that there was a minor chip on the front bumper which I recieved a notification that I’ll pay R1699.78. I feel it is an outrageous amount for a very small chip.

I feel that I was not treated fairly and would appreciate your feedback in this regard.

Kind Regards

Marelize

***”

“Good day Mr/Ms Koch

Thank you for contacting AvisBudget, hope this email finds you well.

Please be advised your query is escalated to the branch to do an investigation on the dispute and revert back to you, please allow a turnaround period of 5-7 working days.

Good day Sam

Kindly find the below dispute and please assist. Please investigate and revert back to the customer within 5-7 working days.

Kind Regards, Pakiso Phasha CABS Department

Telephone +***9 Email ***”

After not receiving any response I finally send a complaint to Avis customer care. Please find my email as well as their response below.

From: Marelize <***> Date: Wednesday, 13 October 2021, 15:59:11 To: <***> Subject: [EXTERNAL] Avis Car Rental: *** [Case: 7xKqtm, Reference: jbVOwS] CAUTION: This email originated from outside of the organisation. Do not click links or open attachments unless you recognize the sender and know the content is safe. “To Whom It May Concern

I recently made use of your car hire service and is very dissapointed in the service I have received. I rented a car from your Oliver Thambo Branch on 25 September 2021. At first they told me that there is no cars available and when I mentioned that I do have a 15month baby and is currently 5months pregnant they had a car for me available. I told the sales consultant on duty that I need to return the car to a Pretoria branch the next day, 26 September 2021, to which she rep**** that it would be in order and that they will only charge me a one way fee at the branch in Pretoria. I arrived at the Menlyn branch at 62 on 25th street in Menlo park around 13:00 on the 26th of September 2021. The branch was closed and I was informed by your helpline that no Pretoria branch is open on Sundays to receive rentals. I tried to contact the Oliver Thambo branch but it was impossible to get hold of anyone at the branch itself. I was forced to extend my contract to Monday, cancel my original transport arrangements and pay a one way fee at my next location which is Nelspruit.

Once I reached Nelspruit I was told that there was a minor chip on the front bumper which I recieved a notification that I need to pay R1699.78. I feel it is an outrageous amount for a very small chip which could have been there from the start. I would appreciate proof that this chip was not the fault of a previous driver. “

“Good day Marelize koch,

Thank you for your email. *** Thank you for contacting Customer Care regarding your complaint & query.

On behalf of AvisBudget Rent A Car division, we would like to apologise for the inconveniences you & your company have experienced.

We strive in customer excellence and are committed to providing the best services to our clients. According to the below email, we have failed to meet those standards. Thank you for bring the matter to our attention as we would like to constantly improve and get positive feedback for services rendered.

We will be forwarding your query to our O.R Tambo branch for investigation and review. In order for that to be a success.

Lastly, according to our records. You have been billed for bumper damages. Please note that we will revert back to you as soon as we get feedback.

Should you have further queries pertaining to this matter, do not hesitate to email us for assistance.

Lerato Machidi Customer Care Agent Telephone +***7 Mobile Number ***Email ***”

It has been over a month since I have contacted Avis in this regard without any active feedback from Avis nor the Avis Oliver Thambo branch. I feel that I was not treated fairly and would appreciate your assistance in this regard. Thank you in advance.

Marelize Koch (Schmidt) ***