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sM
sthandiwe M

1 reviews | Active since Jun 2014

14 Apr 2023, 15:47

Avis Van and Safari Rental - Kempton Park

Avis Van Rentals in Kempton has one of the rudest lady working at their front desk! I have never been spoken to in such a manner as a paying customer. Worst of all, the manager was right there and did not reprimand her in any way. They will not be seeing me again and I am taking my weekly corporate booking with me!

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Replies (12)
Avis
Avis's reply14 Apr 2023, 16:10
Official
Hi Sthandiwe,

We are sorry to hear about your experience with us. It does not reflect the level of service we strive to provide our customer's. 

We will escalate the matter to the relevant branch and revert to you. 

Avis Team 
Avis
Avis's reply14 Apr 2023, 16:35
Official
Hi  Sthandiwe,

Please provide your rental agreement number so we can have a reference for the matter. 

Avis Team  
sM
sthandiwe M's update14 Apr 2023, 17:10
Reviewer Update
Car Voucher ***

Avis
Avis's reply17 Apr 2023, 09:36
Official
Hi Sthandiwe,

We are not able to use the car voucher number. We need the reservation number or rental agreement number.

Avis Team 
sM
sthandiwe M's update18 Apr 2023, 16:39
Reviewer Update
Pl
sM
sthandiwe M's update18 Apr 2023, 16:41
Reviewer Update
I receive a car voucher as this booking is not done by me. I am merely the end user, who faced the wrath of your employee!
Avis
Avis's reply19 Apr 2023, 08:33
Official
Hi Sthandiwe,

Please provide the rental date or the registration number of the car so we can check the rental. We need the rental details to investigate the matter. 

Avis Team
sM
sthandiwe M's update20 Apr 2023, 08:42
Reviewer Update
rental date was 31 March 2023. I do not have the car registration. The booking was for our company account, TFG.

Avis
Avis's reply20 Apr 2023, 16:06
Official
Hi Sthandiwe,

Thanks for the details. We found your rental. 

We will look into the matter and revert to you with feedback.

Avis Team
Avis
Avis's reply04 May 2023, 10:52
Official
Hi Sthandiwe,

We are sorry for the delay. Please see our feedback from the branch manager regarding your complaint.
 
  • We received a call from ORT saying that the customer was at the airport, and she wanted us to fetch her.  We did not have drivers to collect her, and we are also not allowed to transport customers in staff vehicles.
  • The customer arrived at the office and did not have a voucher for the booking.  She also did not know the company name so that we could try and search our system.
  • We advised her that we could not release the vehicle without a voucher as this was our method of payment.  She wanted us to release the car and sort it out later as she was in a hurry.
  • We could not release the vehicle without the voucher so she would need to get in touch with her travel agent for the voucher and billing info.
  • She eventually got hold of her office and the travel agent called us.
  • We received the voucher and released the vehicle to her.

We apologise for any inconvenience caused. 

Avis Team
sM
sthandiwe M's update08 May 2023, 15:55
Reviewer Update
Good day. This response if both condescending and blatantly untrue. How can I not know who books my travel when they are in house?! But, more importantly, it is not relevant to my original complaint that your consultant was plain rude, raised her voice at me and was blatantly disrespectful and disregarding. But I suppose that if you do not have your voucher in hand, that is expectable behavior for you? Regardless, I was on a call to the agent who immediately sent all required details. During this call, your lady was screaming at me like she was doing me a favor! Completely unacceptable regardless of the context! You have lost me, as a private client and you will not receive work from TFG going forward!
Avis
Avis's reply25 May 2023, 15:35
Official
 Hi Sthandiwe,

Please be advised that the complaint regarding the rental agent was directed to the branch manager to handle. 

We apologise for the experience you had. 

Avis Team