UNPROFFESIONAL and ARROGANT PEOPLE WORKING at AVIS Cape Town airport

Item: Avis
Rating: 1
Author: mvanaardt M

Service Complaint Date: 5 March 2017 Dear Avis As a Business owner and frequent traveller have I decided to get your member card the “Avis Preferred”, thought that this will be a good and safe option to take for my travel. I have started using this option on the 27th March 2017 “ ********** 96” at your branch in Cape Town Down town, where the service was acceptable. The Rental Agreement was done with all Insurances included and with 0,0 waivers everywhere, without even asking for it. Although nothing was explained before, it was automatically added and explained on the signage of the agreement. The second vehicle “HWW534EC was picked up on the 1st of March from your Cape Town airport branch and were only printed and also not offered on any special conditions. The only condition which were asked was the R15 per day “Roadside Assistance”, which I thought would not be necessary to have if I have all Insurances covered. My witness who were with me can agree on my word here to NO explanations given on your services offered in this agreement, and specially being a BUSINESS and PREFERRED client. It was only important for you to take my card details and make sure you could hold my money. I have been driving the car on the night of the 1st on there were a stone in the road which damaged 2 of the wheels on the left side. I was in a situation because I could not change 2 wheels, were stressed and just want to take your car to my Hotel and contact you in the morning to ask for assistance. A Tow Truck from “Compass Towing cc 10 Lily Road, Retreat Industria” has Towed the vehicle and disappeared with it, I had no clue where they were and also could not get hold of the driver on his mobile phone “ ********** ” as the phone was switched off. I was sitting in my Hotel room hoping and praying that they will arrive any moment soon. At around 8:00 when their offices opened I called the reception nr. “ ********** ” and told the lady that I want the car now or I will report it ******. She then told me that Avis should contact them to sort it out. I have contacted Avis and spoke to Kirth which has promised to call me back and never did. 2 hours later I called to speak the Manager and were told she will call me back. 1hour later the Manager from Cape Town airport called me VERY RUDELY back and made me out as a dumb customer and a *****. In my emotional state has she made thing just worst by talking about just deducting my account with R10 000 and that her staff members are trained to explain to all and that I am the bad customer! Her way of dealing with a stressful client were totally UNPROFFESIONAL and also never been heard of as a Business customer. After she rudely threw the phone down she has given me no hope or idea to what will happen next. I called back again after 1 hour, spoke to “Kirth” again and were promised to receive a call back. I was booked at from my hotel at this time and waited for them in the lobby for the “PROMISED” call back, which never happened! At 17:00 I decided to book the Hotel again for R610 which I did not budget for, then received around 19:00 just a SMS from AVIS saying they can do nothing today, and working on the problem! In the meantime, I am stranded without a car and never heard anything from AVIS until 11:00 when I had to book out of my Hotel again and being FEDUP with your empty promises, I decided to call you again! This time I apparently had to speak to “Morne” who was handling the “PROMISES” for the day. I have to say who were the friendliest of all, who has made me feel calm and assured in a way that your company will sort it out! I had another destination to go to and asked for a vehicle to move on with my trip. Your company declined my wish as a Business Customer and told me that nothing will be sorted out this weekend of the 4th and I should go to ANOTHER renting company. SO I DID!! And you can go learn from them to how to explain in detail the contracts to their clients. “TOPS FOR HERTZ RENT A CAR”! I have also taken a WIFI from AVIS and only were told it is R99 per day, which I will think is unlimited Internet, which is not the case, as I pay R99 and still cannot use this Internet option properly, I have most of the time no connection on this thing, but you expect me to pay for it!!!!! Yesterday “Saturday Morning the 4th” I received a call from “Kirth” saying that they have fetched the car now and and and… I have said that it is now too late to be nice as you told me yesterday to go to another renting company. Because of your promises and me waiting on you I had to walk in the streets not knowing on whether I should book a room or not. I burned blisters and walked with my mom in the streets until 17:00 and then got word that I should go to another car rental. I was told by the towing company that they will charge me R550 to bring the car to my Hotel, THEY DID NOT BRING IT! Which is theft, and I am sure your legal department will agree. My HANGING CARPET is in the car with the charger adapter for the WIFI and I WISH to receive this back, saying that the “Conmpass Towing cc” did not want to deal with me further. I suggested to go to the police station, but “Morne” said it will just delay the process. I will not pay for your mistakes you make as a company to not assure your “Preferred” clients or any clients of their rental or safety and wellbeing whilst driving your vehicle. The rudeness of your Manager at Cape Town International, should be taken up to the head office and an apology letter from her will be appreciated! She could not even give the proper comfort to a “TRAUMA” situation. I will assure you that my Business will NEVER use your services again, and will also report this situation to my resources for further investigation. I will also report this further if necessary and make sure that people should know about the treatment I have recieved I wish to receive feedback to your next steps and what you wish from me as a “client”.

Helpful (0)

Replies (0)