GB
Gareth B
1 reviews | Active since May 2023
03 Apr 2024, 09:22
Unsatisfactory Rental Car Experience at King Shaka Airport
I am writing to express my extreme dissatisfaction with the rental car service I received from AVIS at King Shaka Airport. My recent rental experience was not only subpar but also involved several issues that have left me feeling extremely disappointed and taken advantage of by your company.
To begin with, the car I rented was in unacceptable condition. The interior of the vehicle had a strong and unpleasant smell of vomit, which made the entire journey extremely uncomfortable and unpleasant. Furthermore, the car was dirty both inside and out, which is not what I expect from a company of AVIS's reputation.
Moreover, the car was faulty and unsafe to drive. During my rental period, I experienced multiple issues with the car's internal panels falling off while driving, posing a significant safety risk. Additionally, the infotainment system was faulty and not functioning properly, which further added to my dissatisfaction and discomfort.
Furthermore, I was charged for several additional services that were not discussed with me prior to renting the car. These charges include:
Theft, Collision, and Tyre Waiver Avis Safe Drive Additional Driver Fee The salesperson assured me that I would receive an additional driver free of charge as my booking was made via eBucks. However, I have now been charged for this service, which is not only misleading but also goes against the initial agreement.
Lastly, I was charged for a car valet service, which I find completely unreasonable. The car only required a normal wash, and I do not understand why customers are being charged for a basic car wash service.
Overall, I feel that AVIS has not only provided me with a faulty and dirty car but also added several undisclosed charges to my bill, which I find to be dishonest and unfair. It appears that AVIS is engaging in deceptive practices and overcharging customers for unnecessary services.
I expect AVIS to address these issues promptly and provide me with a satisfactory resolution. I would appreciate a full refund for the additional charges and an explanation for the poor condition of the car provided to me. If these issues are not resolved to my satisfaction, I will be forced to take further action to rectify this situation.
Helpful (0)
Replies (4)0
Replies (4)
Avis's replyOfficial
03 Apr 2024, 14:04Dear Gareth
E***
We would like to express our sincere gratitude for getting in touch with us. Your feedback regarding the condition of the vehicle is highly appreciated. We deeply regret any inconvenience caused by the vehicle not meeting your expectations. Please know that we have immediately escalated your complaint to our branch manager for a thorough investigation. We will keep you informed about the progress and provide you with a resolution as soon as possible.
Regarding the extras waivers as per your signed contract, these were requested and accepted by you for the amount of R1617.50 therefore these are charged correctly to your account, we will review the charges for the additional driver, as it appears that it was not included in your agreement. We will promptly update you regarding the charge.
Additionally, we would like to clarify the valet charge. The charge was correctly app****, as the vehicle was returned with external dirt and sand inside, necessitating a deep valet cleaning. We appreciate your understanding in this matter.
Avis team.
E***
We would like to express our sincere gratitude for getting in touch with us. Your feedback regarding the condition of the vehicle is highly appreciated. We deeply regret any inconvenience caused by the vehicle not meeting your expectations. Please know that we have immediately escalated your complaint to our branch manager for a thorough investigation. We will keep you informed about the progress and provide you with a resolution as soon as possible.
Regarding the extras waivers as per your signed contract, these were requested and accepted by you for the amount of R1617.50 therefore these are charged correctly to your account, we will review the charges for the additional driver, as it appears that it was not included in your agreement. We will promptly update you regarding the charge.
Additionally, we would like to clarify the valet charge. The charge was correctly app****, as the vehicle was returned with external dirt and sand inside, necessitating a deep valet cleaning. We appreciate your understanding in this matter.
Avis team.
Avis's reply03 Apr 2024, 14:04
Official
Dear Gareth
E***
We would like to express our sincere gratitude for getting in touch with us. Your feedback regarding the condition of the vehicle is highly appreciated. We deeply regret any inconvenience caused by the vehicle not meeting your expectations. Please know that we have immediately escalated your complaint to our branch manager for a thorough investigation. We will keep you informed about the progress and provide you with a resolution as soon as possible.
Regarding the extras waivers as per your signed contract, these were requested and accepted by you for the amount of R1617.50 therefore these are charged correctly to your account, we will review the charges for the additional driver, as it appears that it was not included in your agreement. We will promptly update you regarding the charge.
Additionally, we would like to clarify the valet charge. The charge was correctly app****, as the vehicle was returned with external dirt and sand inside, necessitating a deep valet cleaning. We appreciate your understanding in this matter.
Avis team.
E***
We would like to express our sincere gratitude for getting in touch with us. Your feedback regarding the condition of the vehicle is highly appreciated. We deeply regret any inconvenience caused by the vehicle not meeting your expectations. Please know that we have immediately escalated your complaint to our branch manager for a thorough investigation. We will keep you informed about the progress and provide you with a resolution as soon as possible.
Regarding the extras waivers as per your signed contract, these were requested and accepted by you for the amount of R1617.50 therefore these are charged correctly to your account, we will review the charges for the additional driver, as it appears that it was not included in your agreement. We will promptly update you regarding the charge.
Additionally, we would like to clarify the valet charge. The charge was correctly app****, as the vehicle was returned with external dirt and sand inside, necessitating a deep valet cleaning. We appreciate your understanding in this matter.
Avis team.
GB
I must express my dissatisfaction with your response.
Firstly, the extras were not verbally communicated to me at the time of rental, and I find it unacceptable that I was not informed about the additional charges amounting to R1617.50. This lack of transparency is completely unprofessional.
Secondly, the justification for the valet charge is ludicrous. It is outrageous that a deep valet cleaning was deemed necessary due to external dirt and sand. In any normal circumstances, a regular car wash should suffice for such minor cleaning requirements. I find it absurd that you would charge customers for basic cleaning services that should be covered by the rental company as a standard service.
I demand a full review and correction of the charges, an explanation for the lack of communication regarding the extras, and the criteria for what classifies as a standard car wash.
Additionally, considering the inconvenience and lack of clarity, I expect a discount on the extras charged to my account.
I look forward to your immediate attention to these matters and a swift resolution.
Gareth B's updateReviewer Update
03 Apr 2024, 14:36I must express my dissatisfaction with your response.
Firstly, the extras were not verbally communicated to me at the time of rental, and I find it unacceptable that I was not informed about the additional charges amounting to R1617.50. This lack of transparency is completely unprofessional.
Secondly, the justification for the valet charge is ludicrous. It is outrageous that a deep valet cleaning was deemed necessary due to external dirt and sand. In any normal circumstances, a regular car wash should suffice for such minor cleaning requirements. I find it absurd that you would charge customers for basic cleaning services that should be covered by the rental company as a standard service.
I demand a full review and correction of the charges, an explanation for the lack of communication regarding the extras, and the criteria for what classifies as a standard car wash.
Additionally, considering the inconvenience and lack of clarity, I expect a discount on the extras charged to my account.
I look forward to your immediate attention to these matters and a swift resolution.
GB
Gareth B's update03 Apr 2024, 14:36
Reviewer Update
I must express my dissatisfaction with your response.
Firstly, the extras were not verbally communicated to me at the time of rental, and I find it unacceptable that I was not informed about the additional charges amounting to R1617.50. This lack of transparency is completely unprofessional.
Secondly, the justification for the valet charge is ludicrous. It is outrageous that a deep valet cleaning was deemed necessary due to external dirt and sand. In any normal circumstances, a regular car wash should suffice for such minor cleaning requirements. I find it absurd that you would charge customers for basic cleaning services that should be covered by the rental company as a standard service.
I demand a full review and correction of the charges, an explanation for the lack of communication regarding the extras, and the criteria for what classifies as a standard car wash.
Additionally, considering the inconvenience and lack of clarity, I expect a discount on the extras charged to my account.
I look forward to your immediate attention to these matters and a swift resolution.
Avis's replyOfficial
05 Apr 2024, 16:28Hi Gareth,
Thank you for your patience,
We have investigated the charges with the branch and the extras were confirmed and advised when collecting the vehicle, there is footage showing you going through your rental agreement and engaging with the agent before signing your contract, we cannot send this to you directly, but should you wish to view the footage you may visit the branch and they manager will be able to have you view this.
The waivers are therefore billed correctly, we can confirm that the additional driver was billed in error and has been credited back to you, please note that the credit will reflect in your account within 7-10 working days.
With regards to the valet charge please note that any vehicle that is returned after a rental with excessive dirty, sand(including beach sand) spills, stains, unpleasant odours or any other elements that cannot be cleaned through the normal vacuum process will have to undergo a deep clean valet service which will charge a valet fee, therefore the valet charge is billed correctly due to the excessive dirty of the vehicle outside and sand inside the vehicle.
Avis Team
Thank you for your patience,
We have investigated the charges with the branch and the extras were confirmed and advised when collecting the vehicle, there is footage showing you going through your rental agreement and engaging with the agent before signing your contract, we cannot send this to you directly, but should you wish to view the footage you may visit the branch and they manager will be able to have you view this.
The waivers are therefore billed correctly, we can confirm that the additional driver was billed in error and has been credited back to you, please note that the credit will reflect in your account within 7-10 working days.
With regards to the valet charge please note that any vehicle that is returned after a rental with excessive dirty, sand(including beach sand) spills, stains, unpleasant odours or any other elements that cannot be cleaned through the normal vacuum process will have to undergo a deep clean valet service which will charge a valet fee, therefore the valet charge is billed correctly due to the excessive dirty of the vehicle outside and sand inside the vehicle.
Avis Team
Avis's reply05 Apr 2024, 16:28
Official
Hi Gareth,
Thank you for your patience,
We have investigated the charges with the branch and the extras were confirmed and advised when collecting the vehicle, there is footage showing you going through your rental agreement and engaging with the agent before signing your contract, we cannot send this to you directly, but should you wish to view the footage you may visit the branch and they manager will be able to have you view this.
The waivers are therefore billed correctly, we can confirm that the additional driver was billed in error and has been credited back to you, please note that the credit will reflect in your account within 7-10 working days.
With regards to the valet charge please note that any vehicle that is returned after a rental with excessive dirty, sand(including beach sand) spills, stains, unpleasant odours or any other elements that cannot be cleaned through the normal vacuum process will have to undergo a deep clean valet service which will charge a valet fee, therefore the valet charge is billed correctly due to the excessive dirty of the vehicle outside and sand inside the vehicle.
Avis Team
Thank you for your patience,
We have investigated the charges with the branch and the extras were confirmed and advised when collecting the vehicle, there is footage showing you going through your rental agreement and engaging with the agent before signing your contract, we cannot send this to you directly, but should you wish to view the footage you may visit the branch and they manager will be able to have you view this.
The waivers are therefore billed correctly, we can confirm that the additional driver was billed in error and has been credited back to you, please note that the credit will reflect in your account within 7-10 working days.
With regards to the valet charge please note that any vehicle that is returned after a rental with excessive dirty, sand(including beach sand) spills, stains, unpleasant odours or any other elements that cannot be cleaned through the normal vacuum process will have to undergo a deep clean valet service which will charge a valet fee, therefore the valet charge is billed correctly due to the excessive dirty of the vehicle outside and sand inside the vehicle.
Avis Team
GB
Gareth B's updateReviewer Update
12 Apr 2024, 07:57IT IS OBVIOUS WHY AVIS HAS A 1 STAR RATING
Firstly, while I engaged with your agent before signing the rental agreement, it's concerning that your salesperson conveniently "forgot" to mention the additional waivers for windscreen, tire, and safe drive. This omission is not only sneaky but also deceptive, as I was not given the opportunity to fully understand or agree to these charges verbally.
Firstly, while I engaged with your agent before signing the rental agreement, it's concerning that your salesperson conveniently "forgot" to mention the additional waivers for windscreen, tire, and safe drive. This omission is not only sneaky but also deceptive, as I was not given the opportunity to fully understand or agree to these charges verbally.
Secondly, the R600 valet fee is simply outrageous. For a car that requires nothing more than a simple vacuum and wash, this charge is completely unjustified. Sending the vehicle to your wash bay does not warrant such an excessive fee. I find it hard to believe that a standard cleaning process can result in such a high cost to the customer.
I strongly urge you to review and rectify these ***** charges. Your current practices are far from transparent or customer-friendly, and they give the impression of taking advantage of customers.
I expect a prompt resolution to these issues and a reconsideration of the valet fee and additional waivers.
GB
Gareth B's update12 Apr 2024, 07:57
Reviewer Update
IT IS OBVIOUS WHY AVIS HAS A 1 STAR RATING
Firstly, while I engaged with your agent before signing the rental agreement, it's concerning that your salesperson conveniently "forgot" to mention the additional waivers for windscreen, tire, and safe drive. This omission is not only sneaky but also deceptive, as I was not given the opportunity to fully understand or agree to these charges verbally.
Firstly, while I engaged with your agent before signing the rental agreement, it's concerning that your salesperson conveniently "forgot" to mention the additional waivers for windscreen, tire, and safe drive. This omission is not only sneaky but also deceptive, as I was not given the opportunity to fully understand or agree to these charges verbally.
Secondly, the R600 valet fee is simply outrageous. For a car that requires nothing more than a simple vacuum and wash, this charge is completely unjustified. Sending the vehicle to your wash bay does not warrant such an excessive fee. I find it hard to believe that a standard cleaning process can result in such a high cost to the customer.
I strongly urge you to review and rectify these ***** charges. Your current practices are far from transparent or customer-friendly, and they give the impression of taking advantage of customers.
I expect a prompt resolution to these issues and a reconsideration of the valet fee and additional waivers.