Claim Dispute: AVIS (King Shaka International)

To whom it may concern

I am writing this to bring to your attention a serious issue I had at Avis (King Shaka International) last week to date rented one of your vehicles on Monday the 18th of June 2018 , a grey Golf 7 registration number and returned it on the 23rd of June 2018. Upon returning it, a gentleman inspected the exterior and interior and I asked “ Is everything fine?” and he confirmed that everything was ok. I proceeded to rush for my flight and received a call from the number. The same gentleman introduced himself and told me that he had found a scratch on the exterior of the vehicle and believed that the scratch was incurred during my rental. To my shock and dismay I told him that, this couldn’t be the case because 1. I was there when he inspected it and verbally confirmed that all was well (This could mean that he negligently inspected the vehicle or he himself caused the scratch) Both of which are integrity issues and I suggest that your human resource department deals with matter as it will continue to impact your business 2. I know for a fact that during my rental I had no mishaps. He asked that I return to the office and I explained that I have a flight to catch and he said “ I’m going to bill you either way, if you have a dispute you can lodge it”, Is your employee suggesting/rather implying that I am lying and liable for the expense incurred (I would like clarity on this one-preferably in black and white)

I am very irate at this point in time. I am a WEEKLY CUSTOMER and always receive joy from your representatives upon collection and drop off but my first encounter with this gentleman has been extremely unpleasant. I received an SMS stating that I will be billed, when I probed further I was given an email address to email to in order to dispute the charge. Is this how your organisation treats a regular customer? With fluid emails?

I am also concerned with the lack of full communication from AVIS. Where was the scratch? How big was the scratch? What do you suggest caused this alleged scratch that I am now being blamed for? How do you charge someone without laying all the facts at hand? I don’t know if this is a new employee or whether he needs to be taken for in-depth customer care training.

Your employee lacked the following vital points to achieve superior customer experience:

Empathy Positivity Patience Clarity

I would like clear feedback and hope to hear from AVIS soon about this incident. I can be reached on my phone: ********** 002 at any time or via email **********

I would like to have feedback at your earliest convenience.