What utter hogwash!!: “AVIS Budget People will always be More Important than Cars”

I’m excited, jubilant that my brother is getting married and start finalizing our trip and other arrangements like a place to stay, our transport any additional money required for food. Our budget is tight, and we have just enough. On 03 December 2018 I phone in to AVIS from the telephone number provided from their website. I enquire about the procedures required for booking a car since on their website it states the following: ‘1 payment card You will need to provide one payment card to hire this car. Avis accepts American Express, Eurocard/MasterCard, Visa and Diners Club. There will be an authorisation of your card at the time of rental.’

I can’t remember whom I spoke to, but I explain to the lady in great detail what my card looks like. I have an FNB cheque card, the numbers are risen, my name is not on the card. The lady told me that this is no problem at all, I can go ahead with my online booking, fill in all my details, but please remember to take an account confirmation letter from my bank registered to my card with me.

All good, make the booking. 20 December 2018 we get up at 03h30, we arrive at Cape Town International Airport. 08h05 we land at King Shaka International Airport. We then proceeded to Avis. Much excitement bubbling in me and everything goes perfect. Until I present my card. No, says the gentleman. He cannot accept this card, please provide a credit card. I explained the phone call I had made on 03 December. He tells he cannot assist. I asked to speak to a manager, perhaps there is some misunderstanding.

Jennifer van der Westhuizen (Branch Manager) introduces herself and starts spitting out the legalities and how they cannot assist us. I told her my story and told her that those phones calls are recorded. A simple phone call can be made, and my call would be logged. (Unknowing to Jennifer, I have worked in a call center) She steps into her office and comes back about 5-10 mins later and says that there is no telephonic record. Which in my mind sounds like utter BS!

I become a little emotional, because we need to travel to Richardsbay, with no means of transport. Jennifer has the audacity to tell me that we are in the same boat. “No lady, we are not in the same boat. You have transport, I don’t”, I tell her through a river of tears. This woman with a dead pan expression just stares at me. No compassion. No empathy. Just an irritated look on her face, that she has better things to do. She does however offer to cancel the AVIS car since we can’t use it and tells me that she will sort out everything, at no charge to us. I didn’t understand at the time what she meant with ‘at no charge to us’, I could only assume it was to do with the cancelation fee.

A few car rentals down the line and we walk into Dollar Thrifty. Highly emotional, blood pressure gone through the ceiling, heart palpitations and my PTSD acting up. This wonderful gem of a company and the staff were so accommodating. The only name on the original invoice is Rez, and for the life of me cannot remember her name. She helped us get a car within 20 mins it was done. She hugged me and blessed us with a safe journey as she walked us out. Calming me down and showing such compassion.

On 22 December 2018, on the day of my brother’s wedding, two debit authorisations go off on my card of the total amount of R 402.99 from AVIS. This was the very last of the money in my account. Once again AVIS has me so stressed that I’m stuck emotional on top of an already emotional day being one of my brother’s bride ****s. Sitting with knots in my stomach and stressed. Focusing on getting ready, I try to enjoy the beautiful day with my brother and his new wife. All the while being bombarded with ocular migraines that causes visual auras, heart palpitations, high blood pressure, lower back stress spasms. I didn’t want to ruin there perfect day. So, I ignored my discomforts and was there for them both.

Since FNB was quick on the ball with these transactions, they advised me it looks suspicious and the best thing to do is to cancel my card. 23 December 2018, we return to AVIS tell them what has happened, I was told by Michelle that no one there could assist us in this matter, and we should follow up when Jennifer is available. I tell them since AVIS helped themselves to ALL my remaining funds, we don’t have money for taxi fare once we land at Cape Town International Airport. How are supposed to get home? Michelle looked at me with the same dead pan face Jennifer did and made a little shrug of her shoulders. Clearly the routine response of AVIS staff.

We land at Cape Town International Airport and with the help of a generous stranger, whom I believe was sent from God, we got home safely.

24 December 2018, I phone in to AVIS King Shaka. Asked about this debit authorization. Don’t worry says Jennifer I will sort this out:

“Dear Ms Metcalfe Please see the below email from our Customer Services Department confirming your refund. Kind regards. Jennifer van der Westhuizen”

“Good day Jennifer, Please be advised the Non-cancellation fee has been credited back to the customer’s card. The amount of R403.00 will reflect within 7-10 business days, depending on the cutomers bank. A credit note will be available within 24hours. I trust the above is in order. Kind regards, Elleze Kiewiets”

I waited, giving AVIS the benefit of the doubt. 31 December 2018 at 00h00, a debit order of R402.99 goes off my card from AVIS. 01 January 2019, I phone into AVIS and spoke to Jefferey. I told him my situation, he in return advises me to cancel my card, which I told him, I already have. He then advised me to open a debit dispute with FNB for the second R402.99. I fill in the debit dispute with FNB and cc Jennifer in this email. What shocked me about this situation is the fact that Jennifer refused to talk to me on 01 January, because she was on holiday, full knowing the horrible inconvenienced grievances her company has caused me. Again, lack of empathy.

02 January 2018, I have now emailed and phoned. Jennifer has been in touch with Keenan De Klerk (Customer Care Agent). His response: “On the 22nd the amount was never debited it was only a hold/pre authorization I sent a request to the bank for them to check with the customers bank if the amount has not been released it will be released in 48 hours. However the NCF charged on the 31st of December will be credited back to the customer we did the adjustment before the bank actually changed the amount to the customer” 48 hours later 04 January 2018, I phoned him to ask for feedback. I have never been so horribly verbally mistreated. I have sent him an email: “Dear Keenan Firstly, I would like to express how deeply disgusted I am at how you spoke down to me, when I phoned. Secondly, the utter discourteousness, telling me I am "irritating myself", threatening to drop the call, because you don't want to deal with an irate client that has had money taken out of her account **********ly. Thirdly, between you and Jennifer, it is evident that no one in AVIS is willing to broaden their shoulders and take the responsibility of this error that has caused me nothing but stomach ulcers. Fourth, how can you tell me that you are doing me a favor by helping me out? Isn't it in your job description to resolve errors or are you just being generous in nature? As per the telephonic conversation, you said you would forward me the relevant email from Nedbank as proof that you requested the reversal of the money being held on hold. Also, as you can see on the attachment, I have been charged an additional R100 to replace my card. I was advised by FNB to do so, because they flagged the transactions as suspicious. Tell me Keenan, also as per the telephonic discussion you had with my husband Glen, who is going to reimburse me that R100, the countless FNB service charges going off my account, due to a negative balance caused by AVIS? Please try to be more compassionate towards this case, even though you told me that AVIS receives a massive amount of complaints on a daily basis and I am not the only client that has a problem. . . . I would appreciate an answer by 12h00 as discussed with Glen and this matter resolved in its entirety by no later than 11 January 2019. I believe I am being more than accommodating towards you and your company AVIS. A trait that is surly lacking. Kind regards Samantha Metcalfe” His reply: “Good day Samantha Thank you so much for your mail. I would like to apologise for the any inconvenience caused and the manner in which the phone call was handled. As I explained to your husband we did credit the amount charged back in your account the amount will reflect in the next 7 working days. I also did escalate with Nedbank and they confirmed that the two amounts of R7.34 And R395.65 is still on hold by your bank for Avis and we asked them to release it as soon as possible the amount should definitely be released today. Hope the above is in order. Kind regards, Keenan De Klerk”

Mechanical and without empathy. I worked in customer care. A phone call would have gone a long way, but once again AVIS doesn’t care.

I realized that I still had the Dollar Thrifty deposit that was on hold. I give them a call and spoke to Aneesa. I explain my situation to her and why the amount due for the fuel wouldn’t go off my account. No problem says Aneesa with her beautiful friendly voice. 90 mins later she organized the funds to be released and it was done. Dollar Thrifty released a R2000 deposit within 90 mins and AVIS can’t release R402.99 and reverse another R402.99?