Delay in sorting out windscreen damage payment

Item: Avis
Rating: 1

Hi I have been dealing with the same issue from AVIS now for the past three months. I was handed a courtesy car, a Silver FORD FIESTA – registration FH81TP-GP. The vehicle was arranged by my insurance - ABSA Insurance – and was collected on 30 March 2017 from the AVIS branch in Centurion, Gauteng. Upon collection, I was asked if I want to take insurance against theft, body damage and windscreen and tyre. I opted for the other two but did not include the windscreen and tyre insurance. It was not clearly explained to me what I would be liable for if I do not take the windscreen and tyre insurance. Unfortunately, on my way to work 3 days with the car in my possession, a small flying rock hit the windscreen causing a small crack on the window. I went to the AVIS branch (Centurion) after work and reported the incident. I was then told that the damage is a star-chip, which ultimately means that the whole windscreen needs to be replaced. Again, no one cared to fully explain to me what this means and what I would be liable for. I took the car back to the branch on 13 April 2017, and I had to part ways with R3700 as the manager and one of the employees told me that this was the excess for the window. I then asked them if this (R3700) is the only amount that I would have to pay (assuming that ALL AVIS cars are insured) and no one at the branch was able to give me a proper answer. Fine. So I paid the R3700. A few weeks later (Monday 24 April 2017) I received an sms from AVIS that read :Dear Renter, rental damage has been billed R7046.65. I was then confused, because I had already paid excess. I made NUMEROUS calls to the AVIS customer care line. My frustration stems from the fact that other AVIS agents told me that I am not liable for anything else following excess payments, while others were telling me about full liability. The matter carried on, because I was not getting any clarity and a set answer from anyone at AVIS about what costs I have to cover. My insurance broker and I kept calling AVIS over and over again, however no one was willing to assist and give us a proper breakdown of the costs. Finally, after MANY calls, I received a message from Marvin Springfield that read: “Avis rental outstanding amount R2883.18 dated Saturday 20 May 2017. I notified my insurance broker, who then sent Mr Springfield an email on 23 May 2017, asking for a complete breakdown of the costs. Marvin has been quite helpful in this regard as he explained to me what the liability is versus what I have already paid. However, the problem was with his emails. I was struggling to send through to him and he was also struggling to send through to my side. So we would communicate via my insurance broker. In fact, I was also quite shocked when Marvin told me that the actual excess amount is actually R3200. What are the actual amounts??? On 30 May 2017, I received TWO phonecalls from CreditWORX in Sandton. I was notified by both agents that AVIS handed over payment of the outstanding rental to them. I was gobsmacked! After so many attempts of running after AVIS with no solid response from them, my account has now been handed over to debt collectors. This is unfair and unacceptable. I want to pay AVIS the outstanding amount, I have the money to do so…however I am completely disgusted by the poor service I have received over the past 3 months. I hope I can get a response from anyone so that my query can be handled. I am truly disappointed in AVIS. Kind regards Paballo Lephaka **********

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