Comments on: We’re listening http://www.avis.co.uk/blog/were-listening/ 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: Jordan http://www.avis.co.uk/blog/were-listening/#comment-6458 Jordan Fri, 11 Jan 2013 14:47:55 +0000 http://78.41.157.192/?p=18#comment-6458 Hello Anthony, Sorry you've had troubles getting this form. Could you give me your reference number please? Hello Anthony,
Sorry you’ve had troubles getting this form. Could you give me your reference number please?

]]> By: Anthony Hedrick http://www.avis.co.uk/blog/were-listening/#comment-6444 Anthony Hedrick Wed, 02 Jan 2013 00:05:26 +0000 http://78.41.157.192/?p=18#comment-6444 Need some help... I had a small accident with a dent in the driver side door while in England. I was charged by Avis and extra 421.76 GBP for this incident. Makes sense. My Visa card will reimburse me but I must produce a "Cost Matrix Form" from Avis UK. I have called three times with assurances that it would arrive by email that very day but, with all of the assurances, it never came. Following this, I called Visa and they said they could get one but it would take up to three weeks. I have sent everything that Visa should need but getting this form is becoming a bit like requiring one to sign his or her name on wax paper with a ball point pen. Is there any way I can come up with this? Is there any phone number I can call or download on the internet? Anyone else have problem with this same problem? I suspect many of you. Need some help… I had a small accident with a dent in the driver side door while in England. I was charged by Avis and extra 421.76 GBP for this incident. Makes sense. My Visa card will reimburse me but I must produce a “Cost Matrix Form” from Avis UK. I have called three times with assurances that it would arrive by email that very day but, with all of the assurances, it never came. Following this, I called Visa and they said they could get one but it would take up to three weeks. I have sent everything that Visa should need but getting this form is becoming a bit like requiring one to sign his or her name on wax paper with a ball point pen. Is there any way I can come up with this? Is there any phone number I can call or download on the internet? Anyone else have problem with this same problem? I suspect many of you.

]]> By: Vicki Wilson - Marketing, Avis UK http://www.avis.co.uk/blog/were-listening/#comment-148 Vicki Wilson - Marketing, Avis UK Wed, 17 Nov 2010 14:29:58 +0000 http://78.41.157.192/?p=18#comment-148 Hi Shailja. I am sorry to hear of your frustrations with Avis. If you have any queries with your rental you need to contact our customer service department via email at customer.service@avis.co.uk or phone on 0844 544 6666 and not the station directly. If you do not want to pick this up with customer services yourself then you are welcome to email me at comments@avis.co.uk with your rental agreement number and details of your booking. I will look into this for you and will liaise with customer service. If you have any other questions please let me know in your email. Vicki Hi Shailja.

I am sorry to hear of your frustrations with Avis.

If you have any queries with your rental you need to contact our customer service department via email at customer.service@avis.co.uk or phone on 0844 544 6666 and not the station directly.

If you do not want to pick this up with customer services yourself then you are welcome to email me at comments@avis.co.uk with your rental agreement number and details of your booking. I will look into this for you and will liaise with customer service.

If you have any other questions please let me know in your email.

Vicki

]]> By: shailja http://www.avis.co.uk/blog/were-listening/#comment-147 shailja Wed, 17 Nov 2010 12:49:45 +0000 http://78.41.157.192/?p=18#comment-147 Hi. I have been wrongly charged over £500 on my credit card. I have tried to fight this at the waterloo branch but the brand manager Angela is forever on leave. they have BEEN OF NO HELP AT ALL AND I AM DISSAPOINTED AND EXTREMELY HARRASSED. I have been charged for mistakes made by incompetent fools working there. I need the area manager to contact me and claim my money back. Hi.

I have been wrongly charged over £500 on my credit card. I have tried to fight this at the waterloo branch but the brand manager Angela is forever on leave. they have BEEN OF NO HELP AT ALL AND I AM DISSAPOINTED AND EXTREMELY HARRASSED.

I have been charged for mistakes made by incompetent fools working there.

I need the area manager to contact me and claim my money back.

]]> By: Rob White- Marketing, Avis UK http://www.avis.co.uk/blog/were-listening/#comment-144 Rob White- Marketing, Avis UK Thu, 08 Oct 2009 17:39:59 +0000 http://78.41.157.192/?p=18#comment-144 Hi Simon, I am sorry to read about this. We are committed to providing an excellent service so it's frustrating to read that we have let you down on multiple occasions. I'll make sure this feedback reaches the right people and I'll pick this up with the customer support team. Rob Hi Simon, I am sorry to read about this. We are committed to providing an excellent service so it’s frustrating to read that we have let you down on multiple occasions. I’ll make sure this feedback reaches the right people and I’ll pick this up with the customer support team.

Rob

]]> By: Rob White- Marketing, Avis UK http://www.avis.co.uk/blog/were-listening/#comment-143 Rob White- Marketing, Avis UK Thu, 08 Oct 2009 11:27:50 +0000 http://78.41.157.192/?p=18#comment-143 Hi David, I have just been advised by the Customer Support team that this has been resolved. I apologise for the delayed response. Please let me know if you have any further feedback. Rob Hi David, I have just been advised by the Customer Support team that this has been resolved. I apologise for the delayed response. Please let me know if you have any further feedback.

Rob

]]> By: Simon Fynn http://www.avis.co.uk/blog/were-listening/#comment-142 Simon Fynn Tue, 06 Oct 2009 14:09:09 +0000 http://78.41.157.192/?p=18#comment-142 Well, my card has been refunded with the €212 I was overcharged as per my comment above from 22nd September. This amount represents the tank of fuel, 2 days rental and the extra mileage I was incorrectly charged for. Nothing though for my being charged MORE on the day for a SMALLER group B car than the quote on my original reservation for a LARGER group C car. My involvement in the recovery of this money was lengthy included expensive calls to Avis in Spain, my time and Avis have had over €200 of my money for 2 weeks. Despite this no-one has apologised to me and no-one has thought to offer me any kind of goodwill gesture for the inconvenience, upset and expense this has caused me. After this experience, what is there to entice me to trust and use Avis again? Even some gift vouchers would have been welcomed! Just been to Berlin on business for 5 days - I avoided the Avis stand and went straight to [a competitor]. Knee-jerk you think? Well, This is the second poor experience i have had in 12 months with Avis. The last time was a walk-up rental at Birmingham Airport after a particularly tiring flight back from Italy. The car was one-wayed to Peterborough - A price was agreed when I rented the car, but a few days after off-renting it I discovered a huge additional charge from my card. I called Avis and apparently the charge was made as I had been given the wrong kind of car (a Golf) which apparently was not supposed to be one-wayed. Yet again it was me who had to make 5 long phone calls to get the matter resolved, and I was treated as if it were my fault! If you want me back, convince me. Make me look forward to hiring cars again (which I do regularly) rather than making me fear the repercussions. Well, my card has been refunded with the €212 I was overcharged as per my comment above from 22nd September.

This amount represents the tank of fuel, 2 days rental and the extra mileage I was incorrectly charged for.

Nothing though for my being charged MORE on the day for a SMALLER group B car than the quote on my original reservation for a LARGER group C car.

My involvement in the recovery of this money was lengthy included expensive calls to Avis in Spain, my time and Avis have had over €200 of my money for 2 weeks.

Despite this no-one has apologised to me and no-one has thought to offer me any kind of goodwill gesture for the inconvenience, upset and expense this has caused me.

After this experience, what is there to entice me to trust and use Avis again?

Even some gift vouchers would have been welcomed!

Just been to Berlin on business for 5 days – I avoided the Avis stand and went straight to [a competitor].

Knee-jerk you think? Well, This is the second poor experience i have had in 12 months with Avis. The last time was a walk-up rental at Birmingham Airport after a particularly tiring flight back from Italy.
The car was one-wayed to Peterborough – A price was agreed when I rented the car, but a few days after off-renting it I discovered a huge additional charge from my card.

I called Avis and apparently the charge was made as I had been given the wrong kind of car (a Golf) which apparently was not supposed to be one-wayed.
Yet again it was me who had to make 5 long phone calls to get the matter resolved, and I was treated as if it were my fault!

If you want me back, convince me. Make me look forward to hiring cars again (which I do regularly) rather than making me fear the repercussions.

]]> By: David Reid http://www.avis.co.uk/blog/were-listening/#comment-141 David Reid Mon, 05 Oct 2009 14:45:25 +0000 http://78.41.157.192/?p=18#comment-141 Another week has gone by, and still I don't know why I have been charged hundreds of pounds for alleged damage! It is absolutely ridiculous that seven weeks have passed since Avis in Spain debited my card and yet no one can explain why this charge was made. As I've said before, unless this matter is resolved asap I will contact my credit card company and register this as a dispute. I keep getting told that "these things take time" but how long can you actually keep a customer waiting? I don't think you would be quite as patient if I owed you hundreds of pounds!!! Another week has gone by, and still I don’t know why I have been charged hundreds of pounds for alleged damage! It is absolutely ridiculous that seven weeks have passed since Avis in Spain debited my card and yet no one can explain why this charge was made. As I’ve said before, unless this matter is resolved asap I will contact my credit card company and register this as a dispute.

I keep getting told that “these things take time” but how long can you actually keep a customer waiting? I don’t think you would be quite as patient if I owed you hundreds of pounds!!!

]]> By: Rob White- Marketing, Avis UK http://www.avis.co.uk/blog/were-listening/#comment-140 Rob White- Marketing, Avis UK Mon, 28 Sep 2009 11:27:21 +0000 http://78.41.157.192/?p=18#comment-140 Hi David, I empathise with you and I understand why you are frustrated - I would be if I was in the same position! But I can assure you that the team will get an answer to you as quickly as they can. I know that, until you actually get a full response, that is little consequence to you but unfortunately, because there are multiple parties involved, foreign damage queries can take some time to resolve. We are, however, looking into how we can make this process more efficient - it is without a doubt the biggest issue which has been highlighted on the blog over the summer. Rob Hi David, I empathise with you and I understand why you are frustrated – I would be if I was in the same position! But I can assure you that the team will get an answer to you as quickly as they can. I know that, until you actually get a full response, that is little consequence to you but unfortunately, because there are multiple parties involved, foreign damage queries can take some time to resolve. We are, however, looking into how we can make this process more efficient – it is without a doubt the biggest issue which has been highlighted on the blog over the summer.

Rob

]]> By: David Reid http://www.avis.co.uk/blog/were-listening/#comment-139 David Reid Fri, 25 Sep 2009 15:09:34 +0000 http://78.41.157.192/?p=18#comment-139 I'm glad to see that someone has had a matter resolved. For mine, it will be six weeks on Monday since I first raised this as an issue, and still no response! I don't know how often I've had to chase, and I keep getting told that contacting the Avis office in Spain "takes time". It is extremely unfair that I am out of pocket, as Avis have automatically deducted the cost from my credit card. I need to book a car for South Africa in February - I have always booked automatically with Avis in the past (because of the BA miles award) but after the problems with this booking (and the complete lack of responsiveness in sorting the issue) I checked Hertz and they were actually about £50 cheaper for the same class of vehicle, so I think I'll sacrifice the BA miles. I’m glad to see that someone has had a matter resolved. For mine, it will be six weeks on Monday since I first raised this as an issue, and still no response! I don’t know how often I’ve had to chase, and I keep getting told that contacting the Avis office in Spain “takes time”. It is extremely unfair that I am out of pocket, as Avis have automatically deducted the cost from my credit card.

I need to book a car for South Africa in February – I have always booked automatically with Avis in the past (because of the BA miles award) but after the problems with this booking (and the complete lack of responsiveness in sorting the issue) I checked Hertz and they were actually about £50 cheaper for the same class of vehicle, so I think I’ll sacrifice the BA miles.

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