Bad service, breaking of agreement.

Our family rented a car at Avis in Cape Town from to 11 October 2021. Rental agreement number 1***-ZA-4/3

I have got some complaints that I really need answers on:

1. I specifically phone and asked for a RAV 4, right after I made the reservation.

When we picked up the car, we were told that we were getting a VW Tiguan. Although it was a nice car, I would like to know why it was changed, even since I asked for a specific car, and was assured that we will get the RAV. We know the RAV and to our knowledge have far more space for a family than the VW.

2. Upon pick up, my wife were told that she needed 2 credit cards to get the car. NO WHERE in the reservation, the quote or the invoice was it stated as a requirement to have two cards for the specific class of cars. Why was it changed when we arrived? This is exactly the reason why we did not take a Fortuner, for instance, which was our first personal wish.

3. This is a very serious point. On the quote, as well as in a telephone conversation with an agent, I was told that the holding deposit for the rental is R2800, when we produce our boarding pass. We did that, and only today (October 20) I was informed that the holding deposit is R9 933.16. That is R7 000 more that what was agreed upon! Now all our planning and budgeting is a mess up, because Avis did not do what was agreed upon. Why was the deposit suddenly more? In my books it accounts for *****, when a bigger amount of money is held, than what the agreement stated, without my knowledge or consent. Even though it was not taken, it is not available right now and putting my family in a desperate situation. On 20 October 2021, after a lot of dropped calls, I managed to speak to someone in "Accounts"-department. He assured me that the holding deposit of R9 933.16 would be released on the same day, as he supposedly "escalated my query further". It did not happen, adding to the frustration.

All this is really putting a damper on the holiday and I am deeply disappointed and disgusted in AVIS for not keeping to the agreement that I accepted. What is the use of accepting and taking an agreement if they can change the agreement as they please, without the consent of the customer? They would surely not accept it if I changed anything as I please, without informing them? We will certainly not by using AVIS again in the future and will also not recommend AVIS to anyone in the future. I spoke to a couple of agents this morning and nobody could give us answers, thus my email. Who was responsible for all the mishaps, for she is really unprofessional and giving AVIS a bad reputation.

We also rented a car from Budget Car rental, got wonderful service, got to change the car at pick up without any extra costs and the deposit already released. That is how you do good business!