Bad customer service and inconsistent and ineffective procedures

4 Feb 2020: I took a car from a small branch in Airport Industria. AVIS lady walked me round the car and noted all the defects. On 17 Feb 2020, I called her to tell her that the car's 2x front wheels is losing air. She arranged for a replacement vehicle. I collected this replacement at Cape Town International airport. The lady behind the counter handed me an envelope with the car key inside it and told me the car is parked in bay E09. I then told my husband that here is no one to walk us around the vehicle. We drove off without anyone stopping us , or wanting to check the vehicle. 19 Feb 2020: I receive SMS from my company and AVIS to inform me that I need to take the rental back. On arrival at drop off, the one staff member wrote something on the windscreen. We asked him about it and we told him that no one walked us around the vehicle. He then said it is an old scratch. I asked him how is it possible that I could have made an "old scratch" in 2 days? Then I went to the admin staff to know by when I can expect a refund of R1500. And they said it will take anything from 3 -10 days. 28 Feb 2020: I called AVIS customer care. Firstly, their records showed that I am still in possession of the car. Then I was transferred to another dept. I had to listen to music for appr 10 minutes. Eventually spoke to a very nice lady. She informed me that it shows that i scratched the vehicle. She will escalate it to the manager as a dispute and will copy me in the email. I am still waiting on the email?

I informed them that I know that I did not scratch the car and that I could not have caused an “old damage” in the 2 days that I had the vehicle. I was extra cautious, because it was not my car.

And if proper and correct procedures were followed before, unlike as in my case, this “old damage” should be on your record.

10 March 2020: I called AVIS and my record still reflects "open". I still have not received any response and am still waiting on my deposit.