Comments on: Help us change the way Avis works http://www.avis.co.uk/blog/help-us-change-the-way-avis-works/ Information about renting a car with Avis in the UK and abroad. Money saving tips and offers.. Thu, 11 Apr 2013 15:10:21 +0000 hourly 1 http://wordpress.org/?v=3.4.2 By: Vicki Wilson - Marketing, Avis UK http://www.avis.co.uk/blog/help-us-change-the-way-avis-works/#comment-66 Vicki Wilson - Marketing, Avis UK Wed, 21 Oct 2009 08:41:18 +0000 http://78.41.157.192/?p=21#comment-66 Hi Richard, I am sorry to hear that you reflect on your time at Avis unfavourably. While I can appreciate that you had misgivings about your own manager (I can empathise with that – we’ve all been there at some point in your career!), I do not think this is a fair reflection of the managers I know in the business. Yes our station staff are targeted on selling products at the rental counter (e.g. excess waivers and GPS) but they are measured on their customer satisfaction rating as well. In fact, I've always had a lot of respect for just how passionate our people are about taking care of their customers and their staff. Yes the comments on the blog do prove that we don’t get it right every time but we will always endeavour to put it right when we don’t and look at how we can make things better going forward. It would not be appropriate for me to comment on your pension situation and this is not the forum to do so but if you contact our Payroll team at our head office (the telephone number here is 01344 42644) I am sure someone would be happy to discuss this with you. Vicki Hi Richard,

I am sorry to hear that you reflect on your time at Avis unfavourably.

While I can appreciate that you had misgivings about your own manager (I can empathise with that – we’ve all been there at some point in your career!), I do not think this is a fair reflection of the managers I know in the business. Yes our station staff are targeted on selling products at the rental counter (e.g. excess waivers and GPS) but they are measured on their customer satisfaction rating as well. In fact, I’ve always had a lot of respect for just how passionate our people are about taking care of their customers and their staff. Yes the comments on the blog do prove that we don’t get it right every time but we will always endeavour to put it right when we don’t and look at how we can make things better going forward.

It would not be appropriate for me to comment on your pension situation and this is not the forum to do so but if you contact our Payroll team at our head office (the telephone number here is 01344 42644) I am sure someone would be happy to discuss this with you.

Vicki

]]> By: Richard Lightfoot http://www.avis.co.uk/blog/help-us-change-the-way-avis-works/#comment-65 Richard Lightfoot Mon, 19 Oct 2009 19:51:03 +0000 http://78.41.157.192/?p=21#comment-65 As an ex Avis employee it does not come as any surprise about the bad feedback about Avis. Managers who did not care about their staff,only concern was about charging for the damage to cars even a minor scratch,and telling sales staff to sell insurance at all costs,so they could receive large bonuses.No one cared about the garage staff who had to deal with the hundred or so cars returning with only four staff to turn the cars around and get them back on the ready line.No bonus for us And now those of who did the job are told the pension situation is in trouble.I would bet my pension that the likes of [Ex Managing Director] and [Ex Regional Mangager] pensions are set in clay!!) Get with it AVIS your share price must be teling you something!!.Doubt if this will be get onto your website Richard Lightfoot As an ex Avis employee it does not come as any surprise about the bad feedback about Avis.
Managers who did not care about their staff,only concern was about charging for the damage to cars even a minor scratch,and telling sales staff to sell insurance at all costs,so they could receive large bonuses.No one cared about the garage staff who had to deal with the hundred or so cars returning with only four staff to turn the cars around and get them back on the ready line.No bonus for us And now those of who did the job are told the pension situation is in trouble.I would bet my pension that the likes of [Ex Managing Director] and [Ex Regional Mangager] pensions are set in clay!!)
Get with it AVIS your share price must be teling you something!!.Doubt if this will be get onto your website

Richard Lightfoot

]]> By: Rob White- Marketing, Avis UK http://www.avis.co.uk/blog/help-us-change-the-way-avis-works/#comment-64 Rob White- Marketing, Avis UK Thu, 08 Oct 2009 08:41:01 +0000 http://78.41.157.192/?p=21#comment-64 Hi Nina, I am very sorry to read that you are disappointed with your experience with us. I will forward this feedback to the team in Switzerland (if you could email your rental agreement number to comments@avis.co.uk that would help so they can see what rental we are referring to). Rob Hi Nina, I am very sorry to read that you are disappointed with your experience with us. I will forward this feedback to the team in Switzerland (if you could email your rental agreement number to comments@avis.co.uk that would help so they can see what rental we are referring to).

Rob

]]> By: Nina http://www.avis.co.uk/blog/help-us-change-the-way-avis-works/#comment-63 Nina Mon, 05 Oct 2009 11:15:24 +0000 http://78.41.157.192/?p=21#comment-63 Hi, We rented a car from Avis Switzerland in September. During our trip one of the tires burst while we were driving slowly in a pumpy road. We had our one month old baby in the car, and I found it extremely distressing that the tire could burst under such conditions. However, that was only the beginning of the distress caused by our car rental from Avis. When we returned the car, we were told that there was unlikely to be any extra cost, which we were stupid enough to believe. Now I know that we should have taken pictures of the car from all sides and of the burst tire, however since we took all the additional insurances to avoid any unexpected costs we thought the burst tire would not cost much anyway. We also requested Avis personel to check the car with us when we took the car and when we returned it, however they did not take the time to do it with us, which we thought was very strange but of course we could not force them to it. When our next visa bill came we noticed that Avis had taken over double the amount we had signed for from our account. When we contacted them we were told that they would possibly return some of the money after they prepare the car. We find Avis Switzerland's way of dealing with customers is totally arbitrary and we consider that the extra money Avis took from our account was unlawful. We have not received any explanation where Avis Switzerland derived the right to take undefined amounts of money from our bank account. We have informed our bank about this and are planning to make a police report. Thank you for any comments! Hi,

We rented a car from Avis Switzerland in September.

During our trip one of the tires burst while we were driving slowly in a pumpy road. We had our one month old baby in the car, and I found it extremely distressing that the tire could burst under such conditions. However, that was only the beginning of the distress caused by our car rental from Avis. When we returned the car, we were told that there was unlikely to be any extra cost, which we were stupid enough to believe. Now I know that we should have taken pictures of the car from all sides and of the burst tire, however since we took all the additional insurances to avoid any unexpected costs we thought the burst tire would not cost much anyway. We also requested Avis personel to check the car with us when we took the car and when we returned it, however they did not take the time to do it with us, which we thought was very strange but of course we could not force them to it.

When our next visa bill came we noticed that Avis had taken over double the amount we had signed for from our account. When we contacted them we were told that they would possibly return some of the money after they prepare the car. We find Avis Switzerland’s way of dealing with customers is totally arbitrary and we consider that the extra money Avis took from our account was unlawful. We have not received any explanation where Avis Switzerland derived the right to take undefined amounts of money from our bank account. We have informed our bank about this and are planning to make a police report.

Thank you for any comments!

]]> By: Chris Cox- Reservations, Avis http://www.avis.co.uk/blog/help-us-change-the-way-avis-works/#comment-62 Chris Cox- Reservations, Avis Tue, 28 Jul 2009 08:38:45 +0000 http://78.41.157.192/?p=21#comment-62 Hi David, I'm sorry that you feel that Avis ignores emails but I can assure you that this is not the case. I have passed your comments on to the Team managers for feedback so they can review and identify where we might be able to improve the turnaround time in responding. In the meantime, I have your original query and will follow up with the team to ensure this is responded to as quickly as possible. Chris Hi David,

I’m sorry that you feel that Avis ignores emails but I can assure you that this is not the case.

I have passed your comments on to the Team managers for feedback so they can review and identify where we might be able to improve the turnaround time in responding.

In the meantime, I have your original query and will follow up with the team to ensure this is responded to as quickly as possible.

Chris

]]> By: David Reid http://www.avis.co.uk/blog/help-us-change-the-way-avis-works/#comment-61 David Reid Mon, 27 Jul 2009 10:16:33 +0000 http://78.41.157.192/?p=21#comment-61 I eat my words, despite the fact that the reservations team didn't respond, once I emailed customer service I received a reply by return! I eat my words, despite the fact that the reservations team didn’t respond, once I emailed customer service I received a reply by return!

]]> By: David Reid http://www.avis.co.uk/blog/help-us-change-the-way-avis-works/#comment-60 David Reid Mon, 27 Jul 2009 10:11:01 +0000 http://78.41.157.192/?p=21#comment-60 I'm not at all surprised at seeing frequent references to emails being ignored by Avis. I too find this is a recurring problem with them, and indeed last week emailed the reservations team with no sucess! I have just emailed customer services, but I don't hold out much hope of getting a response! I’m not at all surprised at seeing frequent references to emails being ignored by Avis. I too find this is a recurring problem with them, and indeed last week emailed the reservations team with no sucess!

I have just emailed customer services, but I don’t hold out much hope of getting a response!

]]> By: Rob White- Marketing, Avis UK http://www.avis.co.uk/blog/help-us-change-the-way-avis-works/#comment-59 Rob White- Marketing, Avis UK Wed, 10 Jun 2009 13:00:59 +0000 http://78.41.157.192/?p=21#comment-59 Hi Kelvin, I have an update for you regarding the customer service number. The number has now been changed to 0844 544 6666 and this will be promoted on avis.co.uk. This is a national rate number. Rob Hi Kelvin, I have an update for you regarding the customer service number. The number has now been changed to 0844 544 6666 and this will be promoted on avis.co.uk. This is a national rate number.

Rob

]]> By: Rob White- Marketing, Avis UK http://www.avis.co.uk/blog/help-us-change-the-way-avis-works/#comment-58 Rob White- Marketing, Avis UK Tue, 19 May 2009 11:04:20 +0000 http://78.41.157.192/?p=21#comment-58 Hi Kelvin, I am disappointed to read about this and I apologise for your frustrations so far. I have been in touch with the Customer Service Manager about this and someone will be in touch soon. Rob Hi Kelvin, I am disappointed to read about this and I apologise for your frustrations so far. I have been in touch with the Customer Service Manager about this and someone will be in touch soon.

Rob

]]> By: kelvin whitfield http://www.avis.co.uk/blog/help-us-change-the-way-avis-works/#comment-57 kelvin whitfield Tue, 19 May 2009 10:00:18 +0000 http://78.41.157.192/?p=21#comment-57 I've just had a 15 minute wait/conversation with your customer services department. I had to call as you 'mistakenly' sent me a corrected invoice on a hire agreement from two years ago!!!!! Apart from that what really hacked me off is that calls your customer service number are charged at premium rate....so YOUR mistake has cost ME money. How can a so called 'customer service department' therefore Avis, justify charging their customers a premium rate to contact them......it's not rocket science...'customer service' and premium rate charges do not go hand in hand. Love to hear your justification and it would be nice for me to be reimbursed for the call I had to make because of your foul-up. I will not us Avis again unless this matter is resolved....and I'll let everyone else I know about this disgusting element of your so called customer service. So you can check this out the agreement in question was [RA number] and my call started on 0870 6086363 at about 10.25am today. I look forward to hearing from you with your explanantion ASAP. I’ve just had a 15 minute wait/conversation with your customer services department. I had to call as you ‘mistakenly’ sent me a corrected invoice on a hire agreement from two years ago!!!!! Apart from that what really hacked me off is that calls your customer service number are charged at premium rate….so YOUR mistake has cost ME money. How can a so called ‘customer service department’ therefore Avis, justify charging their customers a premium rate to contact them……it’s not rocket science…’customer service’ and premium rate charges do not go hand in hand. Love to hear your justification and it would be nice for me to be reimbursed for the call I had to make because of your foul-up. I will not us Avis again unless this matter is resolved….and I’ll let everyone else I know about this disgusting element of your so called customer service. So you can check this out the agreement in question was [RA number] and my call started on 0870 6086363 at about 10.25am today. I look forward to hearing from you with your explanantion ASAP.

]]>