"We Try Harder" meant nothing when I was left stranded without a vehicle

On the 07.02.2018, I called in to make a reservation for the weekend (10.02.2018 - 13.02.2018). My reservation was booked on the system and the call centre consultant forwarded the confirmation to me via email, please see attached. I assumed that all was in order with regards to the booking and that there would be no issue upon collection.

On the day of collection, Saturday morning, the 10.02.2018, I arrived at AVIS counter in Roodepoort, where I was informed by the AVIS consultant at the service desk, Elizabeth, that there is an amount outstanding and that my account is handed over to legal. For this reason, I will not be allowed collection of the vehicle, she said. She further advised that I would have to wait for the direct billing department to contact me on Monday to discuss the matter, there was no call received to date. I explained my dire need for a vehicle this weekend which she then said that there is nothing she could do to assist. In addition to this, there was no manager available for me to escalate the matter and have the matter resolved. I was adamant to inquire the amount owing but to my dismay, the customer service office was closed for the weekend.

During April/May 2017 I hired a vehicle through AVIS in Cape Town, subsequent to that, I hired a vehicle in October 2017 in Durban which I had no issue with on both occasions. Since October 2017 and February 2018 there was no communication in writing or telephonically from AVIS side informing me of any amount owing. I am absolutely disgusted by the service received and I would like a comprehensive response to my grievance. I will escalate the matter further should I not receive feedback within 3 working days.

So here I am, without a car and guest at my house with no plan B with regards to a vehicle. I believe that AVIS being an international brand should have the relevant resources to provide better service. The motto "We Try Harder" meant nothing when I was left stranded without a vehicle.

It was a very stressful weekend and I have AVIS to blame for this due to their lack of communication and poor customer service.