Customer Care Questionable

I always book a vehicle on a long term lease more than 30 days. Each time I have to renew there is a new set of rules namely bring the car in or we charging you another deposit. Some staff members have no clue how mini lease works at all. It came to my 6th month of rental and I had to renew I was told I must bring the car as I cannot have it for more than 6months, there is no where it stated that I cannot rent for more than 6months. So at this time I could not take the vehicle to the branch and they eventually agreed to extend it through the help of Hazel. Thank you Hazel. Now the same car had to be serviced so I was told that I can call in they can book the vehicle to any close by Dealer near me so I can take it in for service. One it was a struggle to get the Or Tambo branch to answer their calls,to confirm the service 4 days of calling holding for more than 20-30mins. I eventually spoke to a reservation agent who sent them an email which I was copied in and I tried to follow up to get confirmation of the service. My emails was not responded to until I complained and eventually when they did I was told by the Branch Dispatch supervisor Lungile that it's not a thing that they do which I found strange as the other avis staff informed me it can be done. But she insisted then from there she sent me a document which I was supposed to give to the service dealership where they had presumably booked the vehicle which was Hatfield VW so I went there in the morning early at 6:30 leaving my house at 5:30am waking up early at 4am to be ready as it was a Friday for long weekend. I was there at 6:10 waited then they opened only to be told by VW Hatfield that the car is not booked at all. Which was an inconvenience to my schedule and time as well. Then I had to arrange to get to Or Tambo late that same day and this was literally a few hours before my flight and there was a scratch on the bumper which I was told must be paid for 1st before they could give me an exchange the vehicle. The dispatch Supervisor Lungile had no remorse or guilty conscious of wasting my time earlier on that same morning. Insisted that I pay it 1st instead of overriding the payment as that was my last rental despite me showing my ticket for my flight which I had to catch from there. She did not care at all and I see customer care is a skill to certain key members. I am disappointed as the slogan of Avis is People are more than important to cars so where is the humanity and understanding. I know it's a business but there are always exceptions in every business but this was really not professional considering the same treatment I got In February for the same rental when they confirmed to sorting the rental amount in my absence when I was not in the country. Only to come back to get a call that the recovery team will come fetch the vehicle when I had emails of the avis team confirming that the payment will be sorted in my absence So the list is endless but certain things needs to be looked into and sometimes loosing one customer makes a huge impact on revenue. So the ones we have we must cherish them and ensure we keep them satisfied. So it really disappoints me to end up writing a review like this instead of writing one to compliment how the situation was handled or how excellent the service I have been receiving. Tough times for business but tougher for me the customer who wants to still work with Avis. Just hope this can be resolved and changed for future of rentals.