Avis you have let us donw!!

<p>On the 03/09/2016 I was in an accident, where another driver jumped the red traffic light and as a result I collided with his vehicle. I called Avis immediately to notify them of the incident at around 9:30pm - 9:40pm. I advised them that it was a front smash, the bumper was hanging, bonnet damaged and radiator exposed. I also stated that the air bag didn’t deploy and that I was still concerned about the condition of the vehicle. I advised them the car is still drivable (In that it still starts but the vehicle was badly damaged). I was then advised that I must drive to an Avis branch (at the Airport) which was approximately 45 kilometres away from where the accident occurred, if I wish to have the vehicle replaced.</p> <p> </p> <p>As I was still in shock of what I was told, I just told the Avis consultant “OK”.</p> <p>Confused and still in shock, I decided to take a risk by driving the vehicle in an “ un-roadworthy” condition that it was now in, with my mother, mother and father in law and fiancé still in the vehicle. When I arrived at the police station I called Avis and told them that I do not want to take a further risk by driving the vehicle in the condition that it was in and requested to have a replacement car sent to us. I was then advised at 9.55pm that they will provide us with a replacement vehicle within an hour and that it should arrive at 11pm. After almost an hour have passed, I decided to make a follow up call to confirm that they are indeed on their way. I was then advised told that I was then told that they do not have a replacement car available and was asked if the following irrelevant questions:</p> <p>Was I on my way somewhere?</p> <p>I said that I was on my way to have supper with my family. Once more I was told that there are no cars available and that they can only send a car to have us dropped off back at home and that they can only provide a replacement vehicle the following day.</p> <p>I stated that this was unacceptable and was advised by one of the consultants that he will make a few phone calls once more. Eventually a young gentleman called us to advise that he is on his way and will provide us with a vehicle, which arrived at 12:25am and we left with the vehicle at 12:40am. The length of time that my family and I had to wait was uncalled for and totally unacceptable. Because of the length of time I had to wait for Avis to respond, my mobile phone eventually died and I was forced to borrow someone’s mobile phone for updates. I was never called back after the first time I reported the incident, never made to feel that Avis cared about the wellbeing of their customers, was made to wait at the police station for a few hours as the area that we were in wasn’t safe, was inconvenienced and given the run around and as a result I feel that my families safety was put at risk because there were either no vehicles available as I was told (which I highly doubt) or this was not authorised by management as there is no way that receiving a replacing vehicle will take almost 3 hours.</p> <p>When choosing a car rental company, you do so as you believe that in an event of any accident/incident occurring, that you can rely on them and that they will always have your best interest at heart. Avis, I do hope that no other customer, experience the lack of customer service and empathy as you have displayed. I will be escalating this matter further to ensure that no other meets with this misfortune as your values and mission statement totally contradicts the level of customer service that you have given us, and I hope that you re-visit your values and mission statement as below.</p> <p>Our Vision<br /> "We will lead our industry by defining service excellence and building unmatched customer loyalty." <br /> <br /> Our Mission <br /> "We will ensure a stress-free car rental experience by providing superior services that cater to our customers' individual needs...always conveying the 'We Try Harder®' spirit with knowledge, caring and a passion for excellence."</p> <p> </p> <p> </p>