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Nicholette G

1 reviews | Active since Oct 2024

15 Oct 2024, 14:00

Treating Customers Poorly

The service received from Avis is utterly disappointing. I hired a car on the 23rd of September 2024 and returned the car on the 26th September 2024. Upon return of the vehicle I ensured that the tank was filled as we were advised that this would be charged to the holding fee if not. No one explained the conditions as to when a valet charge would be app**** and apart from the value of a valet cost noted in the contract amongst other costs there is no clear explaination on this. Other than the little beach sand which was transferred from out shoes, the car was returned in a clean state. Avis is now charging me R650 for a valet and explaining the additional charge after the fact. This is unacceptable as had I been explained this when the agreement was entered into. I would have taken the car to the car wash and paid only a fraction of that amount. I want a full refund of my holding amount, which I am still waiting for 19 days later. Their customer service is non-existent and I wasted a whole lot of time and airtime waiting to speak to someone. I have also not received a response to my email enquiry. We are going through so much as a nation for us to still be dealing with such incompetence from companies like these.

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Replies (5)
Avis
Avis's reply15 Oct 2024, 16:47
Official
Dear Nicholette,

We apologize for the inconvenience and frustration caused by this situation. We understand your concerns regarding the charge. It’s certainly not our intention to mislead or inconvenience our customers.

We will escalate your query regarding the charge and the refund of your holding deposit. Our team will investigate the issue thoroughly and ensure that it’s addressed as swiftly as possible.

Thank you for your patience.

Kind regards, 
The Avis Team
NG
Nicholette G's update18 Oct 2024, 10:20
Reviewer Update
You know, the fact that a response is provided by Avis on this public platform but no further actions are taken to resolve the issue, is just tarnishing your brand further. I would have expected a call or an email atleast to demonstrate your commitment to sorting this out, yet I have not received anything 3 days later. Obviously Avis expects us to just remain patient and endure this lack of consideration for us as clients. It is unacceptable!! There are laws that govern our rights as customers and if Avis remains content with this kind of brand damage, then they will soon find themselves with bigger issues than just disgruntled clients. You can not continue to disregard our complaints, it's just not fair. By the look of the reviews on this platform, it's evident that Avis is doing nothing to improve the level of customer service. The fact that it is so easy to acces the sales department and the customer service line is completely non existent, demonstrates where the priority lies. Avis is only out to make money. If my complaint was going to be escalated as Avis response mentions, why was I not included in the escalation?? I am going to escalate this further if I do not receive a response today!!!
NG
Nicholette G's update18 Oct 2024, 12:21
Reviewer Update
Thank you this response which I am satisfied with insofar as it is demonstrating meaningful resolution.
I want to verify that I will now receive the full refund for my holding fee inclusive of the valet cost and not just the valet cost?
NG
Nicholette G's update24 Oct 2024, 15:56
Reviewer Update
I am writing here once again because it seems like the only way to get a response from Avis!!!! Why is it so hard for this company to get things right??? After a month of literally begging for my money back, I have now received only a portion of it. I spoke to my banker who advised me that the release of funds need to happen on Avis side. I called the customer care line again knowing that it would be a waste of time but now desperately looking for assistance. Again I was pushed from pillar to post. I spoke to agents Pride, Noma and Elrisha who were all so unhelpful to say the least. Noma hung up on me while speaking to her colleague. Its evident that they have been given no training on how to treat customers. I refuse to be treated this way. I know my rights as a customer. I want my refund back in Full. This is my final request. If I do not get my refund today, I am going to get escalate this tomorrow to the Regulator.
NG
Nicholette G's update24 Oct 2024, 16:00
Reviewer Update
Also, I did not receive a response from you after my enquiry on the 18th October, where I asked you to confirm if I would receive my full refund after it was agreed that the valet cost will not be deducted from it. How is it that I have now only been refunded the valet fee.???? Come on man!