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Dianke W

1 reviews | Active since Nov 2021

26 Nov 2021, 03:34

False damage claim & unauthorised deductions from bank account after NO feedback after query

My husband and I have been struggling to sort out an issue with Avis for more than 2 weeks. We rented a Volkswagen Polo TSI in Potchefstroom on Saturday, 6 Nov. We travelled with the vehicle to OR Tambo on Sunday, 7 Nov. Upon returning the vehicle, the inspection was carried out & no issues were found or discussed with us - they said the vehicle is 100% and all is good. We didn't have time to refuel the vehicle and they said it's fine they will do it. We received a message on Tuesday, 9 Nov that there is a dent on the car on the left side underneath the front passenger door. We said that we weren't aware of any damage as we were there for the inspection on Sunday, 7 Nov at OR Tambo Airport and there were no issues. It is clear that someone else damaged the vehicle, perhaps a staff member who took the vehicle to refuel? Then we received an SMS that we have to pay R2997,78 for this damage. Avis then deducted R1123,14 from my husband's bank account on Sunday, 21 Nov without his permission. Today, 26 November another amount of R3693,14 was deducted from his account AGAIN for NO REASON? That is absurd! We didn't cause any damage to the vehicle - the return inspection was 100% and there was no dent so Avis can't blame us for the damage & ***** our money like that! My husband is a regular & loyal customer to Avis. We are so disappointed.

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Replies (2)
Avis
Avis's reply26 Nov 2021, 09:16
Official
Hi Dianke,

Thank you for writing to us. 

Please be advised that our Facebook team have responded to your query. The damage query is being investigated and once we have feedback, we will revert to you with feedback.

Avis Team
DW
Dianke W's update26 Nov 2021, 11:05
Reviewer Update
This invoice proves exactly what we are disputing! After booking the rental online, we paid the rental amount plus insurance immediately via the online payment menthod. Now you have deducted for damages & repair and a whole bunch of other expenses NOT caused by us! This following the successful return inspection where there was NO damage to the vehicle. TWO days passed after the alledged damage was reported. You have NO proof & NO photos that we caused this so-called damage. Anyone could have damaged the car in the two days after we returned the vehicle. The inspection was 100% & there was NO damage to the vehicle when we returned it. You are actually supposed to have proof & investigate the matter BEFORE deducting any money from your customers' bank accounts! And why do you charge a ridiculous fee of over R1000 for time & distance after we arrived less than 5 minutes late? That is just disgusting. If we damaged the car we would have sorted it out then & there on the spot at OR Tambo. But the car had NO damage upon its return & there were no issues reported during the inspection. Anyone could have damaged the car after we left it at the airport in those two days before we were notified of the so-called damage?! This is horrible client service!