R9,000 Paid, but No Repair Quotations or Resolution After 67 Days

On 20 June, I returned a vehicle to the AVIS Sandton branch for an exchange after its bumper was damaged.

I was told that the exchange could only take place once I had paid R9,000.00, which I paid immediately. The AVIS representative assisting me explained that I would be contacted and provided with three repair quotations, after which the lowest quotation would be accepted and the matter finalised.

It has now been 67 days, and I have received neither the quotations nor a meaningful update. I have also not been told how the R9,000.00 has been allocated or whether any balance is due to be refunded.

I called the Sandton branch seeking assistance, but I was repeatedly transferred from one person to another. After being kept on hold for approximately 26 minutes, the call disconnected without anyone resolving the matter or calling me back.

This lack of communication and accountability is extremely disappointing, particularly after AVIS required an upfront payment before allowing the vehicle exchange. A customer should not have to pursue AVIS for more than two months merely to receive quotations and an explanation of how their money has been used.

I am requesting that AVIS urgently provide: Copies of the three repair quotations; The outcome of the damage assessment; A breakdown showing how the R9,000.00 was allocated; Confirmation of any refund due to me; and A clear date by which this matter will be finalised.

I would appreciate direct intervention from AVIS management and a prompt written resolution.