FV
Faldilah V
1 reviews | Active since Oct 2021
02 Sept 2025, 08:46
Avis Van rental in Grand Central, Midrand is ********* and just *****s from you.
I am extremely unhappy with the service or rather non service I received from Avis Van rental when I booked a van to rent. I booked online a few weeks before my event and received the booking confirmation. When I went to pick it up at Avis Grand Central in Midrand, I was told by the branch manager, I cannot get the van because I did not possess a pdp (This was never mentioned in the booking confirmation I received). Even though I said to the lady who assisted (I use this term very lightly as no assistance was given and she was extremely rude) that I was transporting less than 11 people but, we got the van because we had lots of luggage. To top it off I now find that Avis has deducted money from my account (R10.81). What was this for? This is pure thievery, at this point you are just *****ing from me as I received nothing in return for that deduction except wasting my time and money (petrol is not cheap) to come pick up.
Helpful (0)
Replies (3)0
Replies (3)
Avis's replyOfficial
03 Sept 2025, 15:00Hi Faldilah,
Thank you for your feedback.
Kindly note that the Group 0 is a 14-seater Taxi/Bus which by law would require you to have a PDP to drive, we are unable to rent the Taxi to customers without one.
The R10.81 is not a charge in your account but a holding deposit that was held by the branch in error, we have requested the bank to release the amount back to your available balance.
We do apologize for any inconvenience that this may have caused to you.
Thank you.
Avis Team.
Thank you for your feedback.
Kindly note that the Group 0 is a 14-seater Taxi/Bus which by law would require you to have a PDP to drive, we are unable to rent the Taxi to customers without one.
The R10.81 is not a charge in your account but a holding deposit that was held by the branch in error, we have requested the bank to release the amount back to your available balance.
We do apologize for any inconvenience that this may have caused to you.
Thank you.
Avis Team.
Avis's reply03 Sept 2025, 15:00
Official
Hi Faldilah,
Thank you for your feedback.
Kindly note that the Group 0 is a 14-seater Taxi/Bus which by law would require you to have a PDP to drive, we are unable to rent the Taxi to customers without one.
The R10.81 is not a charge in your account but a holding deposit that was held by the branch in error, we have requested the bank to release the amount back to your available balance.
We do apologize for any inconvenience that this may have caused to you.
Thank you.
Avis Team.
Thank you for your feedback.
Kindly note that the Group 0 is a 14-seater Taxi/Bus which by law would require you to have a PDP to drive, we are unable to rent the Taxi to customers without one.
The R10.81 is not a charge in your account but a holding deposit that was held by the branch in error, we have requested the bank to release the amount back to your available balance.
We do apologize for any inconvenience that this may have caused to you.
Thank you.
Avis Team.
FV
Faldilah V's updateReviewer Update
03 Sept 2025, 15:46Good day,
My complaint is not about the law, this I understand. My complaint here is about the lack of communication and the unprofessional manner in which your branch manager dealt with the situation. I subsequently have gone to check other companies that rent the same vehicle and in all instances they inform potential customers beforehand of this requirement. As someone who as never hired a vehicle of this size I did not know about the applicable law. My complaint was about the companies negligence to inform me of this requirement and the response from the branch manager after my time and money was wasted in attempting to collect this vehicle. If I had been informed earlier in the confirmation email, I would not have driven there to collect. I also note that your branch manager did not even attempt to apologize for the lack of communication about this applicable law.
My complaint is not about the law, this I understand. My complaint here is about the lack of communication and the unprofessional manner in which your branch manager dealt with the situation. I subsequently have gone to check other companies that rent the same vehicle and in all instances they inform potential customers beforehand of this requirement. As someone who as never hired a vehicle of this size I did not know about the applicable law. My complaint was about the companies negligence to inform me of this requirement and the response from the branch manager after my time and money was wasted in attempting to collect this vehicle. If I had been informed earlier in the confirmation email, I would not have driven there to collect. I also note that your branch manager did not even attempt to apologize for the lack of communication about this applicable law.
FV
Faldilah V's update03 Sept 2025, 15:46
Reviewer Update
Good day,
My complaint is not about the law, this I understand. My complaint here is about the lack of communication and the unprofessional manner in which your branch manager dealt with the situation. I subsequently have gone to check other companies that rent the same vehicle and in all instances they inform potential customers beforehand of this requirement. As someone who as never hired a vehicle of this size I did not know about the applicable law. My complaint was about the companies negligence to inform me of this requirement and the response from the branch manager after my time and money was wasted in attempting to collect this vehicle. If I had been informed earlier in the confirmation email, I would not have driven there to collect. I also note that your branch manager did not even attempt to apologize for the lack of communication about this applicable law.
My complaint is not about the law, this I understand. My complaint here is about the lack of communication and the unprofessional manner in which your branch manager dealt with the situation. I subsequently have gone to check other companies that rent the same vehicle and in all instances they inform potential customers beforehand of this requirement. As someone who as never hired a vehicle of this size I did not know about the applicable law. My complaint was about the companies negligence to inform me of this requirement and the response from the branch manager after my time and money was wasted in attempting to collect this vehicle. If I had been informed earlier in the confirmation email, I would not have driven there to collect. I also note that your branch manager did not even attempt to apologize for the lack of communication about this applicable law.
Avis's replyOfficial
05 Sept 2025, 11:56Hi Faldilah
Thank you for taking the time to share your experience with us. we would like to begin by sincerely apologizing for the frustration and inconvenience you encountered. Your feedback is important, and we appreciate the opportunity to address your concerns.
Thank you for taking the time to share your experience with us. we would like to begin by sincerely apologizing for the frustration and inconvenience you encountered. Your feedback is important, and we appreciate the opportunity to address your concerns.
While the legal requirement for operating a vehicle of that size is outside our control, we fully acknowledge that it is our responsibility to communicate such requirements clearly and proactively. It’s clear from your message that we fell short in this regard, we are also disappointed to hear about the interaction you had with our branch manager. Courtesy and professionalism are core values we expect from all team members, and we regret that you did not receive the respectful service you deserve. We will be following up internally to ensure this matter is addressed appropriately.
We are reviewing our communication processes to ensure that all relevant requirements are clearly stated during booking and confirmation. Your experience has highlighted an important gap, and we are committed to improving.
Once again, we apologize for the inconvenience caused.
Thank you.
Avis Team
Thank you.
Avis Team
Avis's reply05 Sept 2025, 11:56
Official
Hi Faldilah
Thank you for taking the time to share your experience with us. we would like to begin by sincerely apologizing for the frustration and inconvenience you encountered. Your feedback is important, and we appreciate the opportunity to address your concerns.
Thank you for taking the time to share your experience with us. we would like to begin by sincerely apologizing for the frustration and inconvenience you encountered. Your feedback is important, and we appreciate the opportunity to address your concerns.
While the legal requirement for operating a vehicle of that size is outside our control, we fully acknowledge that it is our responsibility to communicate such requirements clearly and proactively. It’s clear from your message that we fell short in this regard, we are also disappointed to hear about the interaction you had with our branch manager. Courtesy and professionalism are core values we expect from all team members, and we regret that you did not receive the respectful service you deserve. We will be following up internally to ensure this matter is addressed appropriately.
We are reviewing our communication processes to ensure that all relevant requirements are clearly stated during booking and confirmation. Your experience has highlighted an important gap, and we are committed to improving.
Once again, we apologize for the inconvenience caused.
Thank you.
Avis Team
Thank you.
Avis Team