Severe Dissatisfaction with Avis Rivonia Branch

I am writing to express my extreme dissatisfaction with the service I received from the Avis Rivonia Branch on October 6th, 2023. I believe it is essential for Avis Head Office to be aware of this incident, as it has left me deeply disappointed and concerned about the quality of service provided by your branch.

On the aforementioned date, I had made prior arrangements with the branch to collect my rental vehicle at a panel beater's location. A representative from the branch assured me that they would send someone to collect the vehicle by 4:30 PM. I arrived at the site by 4:15 PM and waited for the Avis team as agreed. To my astonishment, while I was consulting with the panel beater regarding my vehicle's repairs, the Avis personnel arrived, without checking if I was present, collected another vehicle, and departed.

Subsequently, I attempted to contact the branch numerous times to address the situation but faced considerable difficulty in reaching anyone. When I finally spoke with a person named Nare Motadi, I encountered a highly unprofessional and dismissive attitude. She insisted that the oversight was entirely my fault, interrupting me whenever I tried to explain my perspective and concerns.

In an attempt to resolve this matter, I visited the branch in person to speak with the manager, Neo Dube. However, to my dismay, Mr. Dube took a similar stance, siding with his subordinate and displaying a dismissive attitude towards my customer experience concerns. The entire interaction left me with the impression that Avis prioritizes neither customer satisfaction nor professionalism.

Furthermore, during the initial interaction when I collected my rental vehicle, the agent took a picture of my credit card without my consent and shared it with "his manager." I requested to see his phone and discovered several other customers' card details on the chat, a significant breach of data privacy regulations. The agent dismissed my concerns, citing this as standard procedure, and reluctantly deleted the images from his phone after i asked him to do so. This really raises alarm bells on client data protection and virtual safety

This unfortunate experience has cast a shadow over my perception of Avis as a service-oriented brand. I urge you to investigate this incident thoroughly and take the necessary steps to address the unprofessional conduct and customer service issues at the Rivonia Branch.