Comments on: Our Damage Policy http://www.avis.co.uk/blog/our-damage-policy/ Information about renting a car with Avis in the UK and abroad. Money saving tips and offers.. Fri, 03 Feb 2012 16:56:48 +0000 hourly 1 http://wordpress.org/?v=3.1.2 By: Rodger van Zyl - Marketing, Avis UK http://www.avis.co.uk/blog/our-damage-policy/#comment-3273 Rodger van Zyl - Marketing, Avis UK Thu, 14 Apr 2011 08:41:50 +0000 http://wetryharder.co.uk/?p=378#comment-3273 Hello Derek, Please accept my apologies for the service issue you’re experiencing. I would like investigate this issue for you and get it resolved as soon as possible. In order for me to do this, please can you send your rental details to the below email address. Mailto: comments@avis.co.uk I look forward to receiving your details so I can resolve this issue for you, and restore your faith in Avis. Regards, Rodger – Marketing Hello Derek,

Please accept my apologies for the service issue you’re experiencing.

I would like investigate this issue for you and get it resolved as soon as possible. In order for me to do this, please can you send your rental details to the below email address.

Mailto: comments@avis.co.uk

I look forward to receiving your details so I can resolve this issue for you, and restore your faith in Avis.

Regards,
Rodger – Marketing

]]> By: Derek Revell http://www.avis.co.uk/blog/our-damage-policy/#comment-3272 Derek Revell Thu, 14 Apr 2011 07:53:45 +0000 http://wetryharder.co.uk/?p=378#comment-3272 "We try harder"!!!!! Since reporting the incident, Avis have not contacted me, this is not good enough, despite promising to report back to me after their "internal investigation" because of this I have decided to change my car rental partner to "HERTZ" after 15 years of rentals with AVIS, shame on you. BTW I first reported this incident on the 1st March 2011, and chased Avis Customer services up on 2 weekly intervals after hearing nothing after 1 month. “We try harder”!!!!! Since reporting the incident, Avis have not contacted me, this is not good enough, despite promising to report back to me after their “internal investigation” because of this I have decided to change my car rental partner to “HERTZ” after 15 years of rentals with AVIS, shame on you. BTW I first reported this incident on the 1st March 2011, and chased Avis Customer services up on 2 weekly intervals after hearing nothing after 1 month.

]]> By: Vicki Wilson - Marketing, Avis UK http://www.avis.co.uk/blog/our-damage-policy/#comment-3270 Vicki Wilson - Marketing, Avis UK Wed, 16 Mar 2011 11:11:15 +0000 http://wetryharder.co.uk/?p=378#comment-3270 Hi Derek, Thank you for your comment and I am sorry to hear of your frustrations with Avis. I have passed your comment and case number on to our customer service team who will look into this for you. If you have any other questions please email me at comments@avis.co.uk or contact our customer service team on 0844 544 6666 or via email at customer.service@avis.co.uk Vicki Hi Derek,

Thank you for your comment and I am sorry to hear of your frustrations with Avis.

I have passed your comment and case number on to our customer service team who will look into this for you.

If you have any other questions please email me at comments@avis.co.uk or contact our customer service team on 0844 544 6666 or via email at customer.service@avis.co.uk

Vicki

]]> By: Derek Revell http://www.avis.co.uk/blog/our-damage-policy/#comment-3269 Derek Revell Thu, 10 Mar 2011 09:36:37 +0000 http://wetryharder.co.uk/?p=378#comment-3269 I too returned a car very early in the morning to Schonefeld Airport without any damage, silly me I forgot to take photos, not a thing that first comes to mind when I'm flying back home, but I'm presented with a charge of €850,by post, a week later, with some photos of damage to the right hand side of the wheel arch, a minor scrape, but the photo shows a big patch of ice next to my car, I'm thinking, some one has attempted to park alongside my car a skidded into my car. I'm really annoyed about this, and have suspended hiring for Avis again until this matter is cleared up. If I had damaged the car during the rental, I would have no problem admitting it, as my company pays for the car rental. I too returned a car very early in the morning to Schonefeld Airport without any damage, silly me I forgot to take photos, not a thing that first comes to mind when I’m flying back home, but I’m presented with a charge of €850,by post, a week later, with some photos of damage to the right hand side of the wheel arch, a minor scrape, but the photo shows a big patch of ice next to my car, I’m thinking, some one has attempted to park alongside my car a skidded into my car. I’m really annoyed about this, and have suspended hiring for Avis again until this matter is cleared up. If I had damaged the car during the rental, I would have no problem admitting it, as my company pays for the car rental.

]]> By: color correction http://www.avis.co.uk/blog/our-damage-policy/#comment-3268 color correction Thu, 13 May 2010 06:52:32 +0000 http://wetryharder.co.uk/?p=378#comment-3268 I wanted to thank you for this excellent read!! I definitely loved every little bit of it.Cheers for the info!!!! I wanted to thank you for this excellent read!! I definitely loved every little bit of it.Cheers for the info!!!!

]]> By: Vicki Wilson - Marketing, Avis UK http://www.avis.co.uk/blog/our-damage-policy/#comment-3265 Vicki Wilson - Marketing, Avis UK Tue, 23 Feb 2010 08:28:30 +0000 http://wetryharder.co.uk/?p=378#comment-3265 Hi Mick, Thanks you for your comment and I apologise for the delayed response. With regards to your question about damage costs you are correct that we do not charge for scratches that are less than 25mm which do not penetrate the paint surface, as we understand that all cars with receive these through every day wear and tear. Anything larger than this we needs to be repaired to an agreed standard and method or repair as advised by vehicle manufacturers prior to being returned to the manufacturers. Therefore, I am afraid it is not as easy as purchasing a touch up pen and doing it ourselves. We need to take the cars off fleet and send them off to be fixed/resprayed, thus the repairs costing more than it would for a touch up. If you email at comments@avis.co.uk with your rental agreement number I will look into this for you and follow up with our customer service team. Vicki Hi Mick,

Thanks you for your comment and I apologise for the delayed response.

With regards to your question about damage costs you are correct that we do not charge for scratches that are less than 25mm which do not penetrate the paint surface, as we understand that all cars with receive these through every day wear and tear. Anything larger than this we needs to be repaired to an agreed standard and method or repair as advised by vehicle manufacturers prior to being returned to the manufacturers. Therefore, I am afraid it is not as easy as purchasing a touch up pen and doing it ourselves. We need to take the cars off fleet and send them off to be fixed/resprayed, thus the repairs costing more than it would for a touch up.

If you email at comments@avis.co.uk with your rental agreement number I will look into this for you and follow up with our customer service team.

Vicki

]]> By: Mick.. http://www.avis.co.uk/blog/our-damage-policy/#comment-3264 Mick.. Tue, 09 Feb 2010 11:30:03 +0000 http://wetryharder.co.uk/?p=378#comment-3264 9th Feb ======= Yesterday I raised an issue with Avis about the cost of repairs to the hire car that I had last week. I thought I'd track progress on the blog, so other people can see how Avis deal with such matters. I returned my Matiz with some small scratches on the rear bumper ( looks like someone misjudged their parking and clipped the corner of the Matiz ). They did take some paint off the bumper and the scratches were a couple of inches long so are bigger than "- Scratches less than 25mm which do not penetrate the paint surface" for which Avis wouldn't charge. As there was no dents, then I would expect the cost of making good to be approximately - * Purchase of touch-up pen £10 * An hours labour £30 so I was expecting, and was happy to pay, up to £50 for the damage. What I received was an invoice for £246 which seems totally out of proportion to the couple of scratches incurred - especially when a weeks hire only cost £143. Apparently this charge was put on by the hiring office as an 'averaged' charge, and so the next step is for an engineer to look at our particular case and look at our costs. Avis should be back to us this week or early next week. Staff have been helpful and polite, so it's not all doom and gloom! 9th Feb
=======
Yesterday I raised an issue with Avis about the cost of repairs to the hire car that I had last week. I thought I’d track progress on the blog, so other people can see how Avis deal with such matters.

I returned my Matiz with some small scratches on the rear bumper ( looks like someone misjudged their parking and clipped the corner of the Matiz ). They did take some paint off the bumper and the scratches were a couple of inches long so are bigger than
“- Scratches less than 25mm which do not penetrate the paint surface” for which Avis wouldn’t charge. As there was no dents, then I would expect the cost of making good to be approximately -
* Purchase of touch-up pen £10
* An hours labour £30
so I was expecting, and was happy to pay, up to £50 for the damage.

What I received was an invoice for £246 which seems totally out of proportion to the couple of scratches incurred – especially when a weeks hire only cost £143. Apparently this charge was put on by the hiring office as an ‘averaged’ charge, and so the next step is for an engineer to look at our particular case and look at our costs. Avis should be back to us this week or early next week.
Staff have been helpful and polite, so it’s not all doom and gloom!

]]> By: Sally http://www.avis.co.uk/blog/our-damage-policy/#comment-3263 Sally Thu, 14 Jan 2010 14:14:41 +0000 http://wetryharder.co.uk/?p=378#comment-3263 It seems only fair to let people know that after lots of chasing I finally got my issue resolved to my satisfaction. I know that things go wrong - that was never my issue - it was the fact I could not get an explanation or response. I hope that lessons are learnt. kind Rgds It seems only fair to let people know that after lots of chasing I finally got my issue resolved to my satisfaction.

I know that things go wrong – that was never my issue – it was the fact I could not get an explanation or response.

I hope that lessons are learnt.

kind Rgds

]]> By: Vicki Wilson - Marketing, Avis UK http://www.avis.co.uk/blog/our-damage-policy/#comment-3261 Vicki Wilson - Marketing, Avis UK Tue, 01 Dec 2009 11:48:46 +0000 http://wetryharder.co.uk/?p=378#comment-3261 Hi Laura, I have spoken to our customer service team and they have informed me that you have been contacted about your complaint. If this is not the case please let me know or if you would like to contact someone from customer services please call 08445446666. Vicki Hi Laura,

I have spoken to our customer service team and they have informed me that you have been contacted about your complaint.

If this is not the case please let me know or if you would like to contact someone from customer services please call 08445446666.

Vicki

]]> By: Laura Parkin http://www.avis.co.uk/blog/our-damage-policy/#comment-3260 Laura Parkin Mon, 30 Nov 2009 18:19:33 +0000 http://wetryharder.co.uk/?p=378#comment-3260 And still nothing. I will be returning to the UK in a couple of weeks, not renting a car from Avis, obviously, and presumably will have to start this whole complaints procedure from scratch. And still nothing. I will be returning to the UK in a couple of weeks, not renting a car from Avis, obviously, and presumably will have to start this whole complaints procedure from scratch.

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