Comments on: Still trying harder! http://www.avis.co.uk/blog/were-still-trying-harder/ 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: Vicki Wilson - Marketing, Avis UK http://www.avis.co.uk/blog/were-still-trying-harder/#comment-210 Vicki Wilson - Marketing, Avis UK Fri, 01 Oct 2010 14:09:53 +0000 http://78.41.157.192/?p=19#comment-210 Hi Christopher, Thank you for your comment. I am sorry to hear of your frustrations and confusion with Avis. If you email me at comments@avis.co.uk I will look into your case for you and follow this up with our customer service team. Also, if you have any other questions or concerns please let me know. Thanks Vicki Hi Christopher,

Thank you for your comment.

I am sorry to hear of your frustrations and confusion with Avis.
If you email me at comments@avis.co.uk I will look into your case for you and follow this up with our customer service team.

Also, if you have any other questions or concerns please let me know.

Thanks
Vicki

]]> By: Vicki Wilson - Marketing, Avis UK http://www.avis.co.uk/blog/were-still-trying-harder/#comment-209 Vicki Wilson - Marketing, Avis UK Fri, 01 Oct 2010 13:52:17 +0000 http://78.41.157.192/?p=19#comment-209 Hi Jane. Thank you so much for your comment, I am glad to hear customer services sorted out your bill issue. Please can you email me at comments@avis.co.uk with your rental agreement number and the details of the camera that was lost and I will get someone to follow this up for you. If you have any other questions please let me know. Vicki Hi Jane.

Thank you so much for your comment, I am glad to hear customer services sorted out your bill issue.

Please can you email me at comments@avis.co.uk with your rental agreement number and the details of the camera that was lost and I will get someone to follow this up for you.

If you have any other questions please let me know.

Vicki

]]> By: Christopher Bates http://www.avis.co.uk/blog/were-still-trying-harder/#comment-208 Christopher Bates Fri, 01 Oct 2010 06:05:53 +0000 http://78.41.157.192/?p=19#comment-208 I rented a car from your San Francisco office in July this year. All seemed fine until I recieved my credit card invoice and saw an additional charge of $141 had been made. I enquired about this and after two attempts was told this was to do with and airport tax, a 'Texas'tax and extra hour charge, none of which was ever mentioned when in San Francisco and breaches the terms and conditions of the agreement that all local charges/taxes are included in the rental. Subsequent attempts to clarify with customer services have been slow and now I have been told that the additional charges were not an airport tax or 'texas'tax but an upgrade. What on earth is going on? I am irritated and bemused with the conflicting information I have recieved. I have asked for a copy of the invoice but have yet to receive one.At the very least I should be reimbursed for the airport tax charge which now seems to be something else. Please try harder as the custromer service in San Francisco seems poor at best and deceptive at worst. In the UK the follow up has been confused and now my invoice seems to have been changed between August and September to something else. Please help me clarifty this situation and get some fair and just treatment. That is all I seek. I rented a car from your San Francisco office in July this year. All seemed fine until I recieved my credit card invoice and saw an additional charge of $141 had been made. I enquired about this and after two attempts was told this was to do with and airport tax, a ‘Texas’tax and extra hour charge, none of which was ever mentioned when in San Francisco and breaches the terms and conditions of the agreement that all local charges/taxes are included in the rental. Subsequent attempts to clarify with customer services have been slow and now I have been told that the additional charges were not an airport tax or ‘texas’tax but an upgrade. What on earth is going on? I am irritated and bemused with the conflicting information I have recieved. I have asked for a copy of the invoice but have yet to receive one.At the very least I should be reimbursed for the airport tax charge which now seems to be something else. Please try harder as the custromer service in San Francisco seems poor at best and deceptive at worst. In the UK the follow up has been confused and now my invoice seems to have been changed between August and September to something else.
Please help me clarifty this situation and get some fair and just treatment. That is all I seek.

]]> By: Jane Marshall http://www.avis.co.uk/blog/were-still-trying-harder/#comment-207 Jane Marshall Wed, 29 Sep 2010 06:45:30 +0000 http://78.41.157.192/?p=19#comment-207 My daughter's digital camera was left in the glove compartment of a car I returned to Edinburgh Airport on 7 September. I sent an email to customer services on 10.9.10 in connection with this and another matter about a debit to my card: the debit was cleared up quickly and in my favour - many thanks - but the matter of the camera wasn't referred to. I tried to telephone the Avis desk twice from Spain but on both occasions, after waiting in a long queue, was cut off (each call cost me over 9 euros). I wrote again by email to customer services on 20.9.10 but have heard nothing. What else can I do? Please look into this for me. My daughter is very upset.... My daughter’s digital camera was left in the glove compartment of a car I returned to Edinburgh Airport on 7 September. I sent an email to customer services on 10.9.10 in connection with this and another matter about a debit to my card: the debit was cleared up quickly and in my favour – many thanks – but the matter of the camera wasn’t referred to. I tried to telephone the Avis desk twice from Spain but on both occasions, after waiting in a long queue, was cut off (each call cost me over 9 euros). I wrote again by email to customer services on 20.9.10 but have heard nothing. What else can I do? Please look into this for me. My daughter is very upset….

]]> By: Russell Rafter http://www.avis.co.uk/blog/were-still-trying-harder/#comment-205 Russell Rafter Thu, 09 Sep 2010 11:28:20 +0000 http://78.41.157.192/?p=19#comment-205 I have been Avis Preferred for quite some time and have always been happy with the service and attention that I have received. Now you have excelled!! On Wed 8 Sept, I returned my car to Gatwick Airport. Stupidly, I left my mobile phone in the car and I didn't discover this until I was on board the aircraft. On arrival in Dublin, I went to your desk in arrivals and "Jennifer" contacted Gatwick and they confirmed that they had the phone there. I spoke to "Gemma" in Gatwick, a Courier was arranged and I am delighted to say that I am to be re-united with my Phone tomorrow! This is great service and I am extremely grateful to ALL concerned. THANK YOU, AVIS!! I have been Avis Preferred for quite some time and have always been happy with the service and attention that I have received.
Now you have excelled!! On Wed 8 Sept, I returned my car to Gatwick Airport. Stupidly, I left my mobile phone in the car and I didn’t discover this until I was on board the aircraft. On arrival in Dublin, I went to your desk in arrivals and “Jennifer” contacted Gatwick and they confirmed that they had the phone there. I spoke to “Gemma” in Gatwick, a Courier was arranged and I am delighted to say that I am to be re-united with my Phone tomorrow!
This is great service and I am extremely grateful to ALL concerned. THANK YOU, AVIS!!

]]> By: Errol Richards http://www.avis.co.uk/blog/were-still-trying-harder/#comment-196 Errol Richards Tue, 13 Apr 2010 13:20:20 +0000 http://78.41.157.192/?p=19#comment-196 Hi Vicki As requested I have emailed the details. Hopefully you will now be able to galvanise the relevant teams into some action! Hi Vicki
As requested I have emailed the details. Hopefully you will now be able to galvanise the relevant teams into some action!

]]> By: Vicki Wilson - Marketing, Avis UK http://www.avis.co.uk/blog/were-still-trying-harder/#comment-195 Vicki Wilson - Marketing, Avis UK Tue, 13 Apr 2010 08:27:51 +0000 http://78.41.157.192/?p=19#comment-195 Hi Errol I am sorry to hear about your frustrations with Avis. If you email me at comments@avis.co.uk with your rental agreement number and details of your rental I will look into this for you and follow up with the relevant teams. If you have any other questions please let me know. Vicki Hi Errol

I am sorry to hear about your frustrations with Avis.

If you email me at comments@avis.co.uk with your rental agreement number and details of your rental I will look into this for you and follow up with the relevant teams.

If you have any other questions please let me know.

Vicki

]]> By: Errol Richards http://www.avis.co.uk/blog/were-still-trying-harder/#comment-194 Errol Richards Thu, 08 Apr 2010 08:38:56 +0000 http://78.41.157.192/?p=19#comment-194 I came across this site whilst searching for some way of contacting AVIS other than through customer services who have utterly failed to respond to a query I have about a bill for car hire in Australia in December 2009. After repeated telephone conversations in January elicited nothing more than “we are looking into it” I wrote a long letter outlining my query on 10th February 2010. When this letter was not even acknowledged I wrote again on 1st March. Still no acknowledgment. So I wrote again 15th March. Still nothing! I desperation I telephoned to be told (very pleasantly) that yes the letters had been received and Robert would email me very soon. When nothing happened I used the email facility on your website to email again on 30/3/2010. At least here I received an automated response but to date still no reaction to my query. After many years as a satisfied Avis Preferred customer I simply do not understand what has happened to the previously excellent customer service. Could you please ask them to respond? Many thanks. I came across this site whilst searching for some way of contacting AVIS other than through customer services who have utterly failed to respond to a query I have about a bill for car hire in Australia in December 2009.
After repeated telephone conversations in January elicited nothing more than “we are looking into it” I wrote a long letter outlining my query on 10th February 2010. When this letter was not even acknowledged I wrote again on 1st March. Still no acknowledgment. So I wrote again 15th March. Still nothing!
I desperation I telephoned to be told (very pleasantly) that yes the letters had been received and Robert would email me very soon. When nothing happened I used the email facility on your website to email again on 30/3/2010. At least here I received an automated response but to date still no reaction to my query.
After many years as a satisfied Avis Preferred customer I simply do not understand what has happened to the previously excellent customer service.
Could you please ask them to respond?
Many thanks.

]]> By: Vicki Wilson - Marketing, Avis UK http://www.avis.co.uk/blog/were-still-trying-harder/#comment-190 Vicki Wilson - Marketing, Avis UK Mon, 01 Feb 2010 14:17:20 +0000 http://78.41.157.192/?p=19#comment-190 Hi Andy, Thank you for sending over all the details of this fine and your rental. I am truly sorry for any frustrations this has caused. I will look into this for you and will follow it up with our customer service team. If you have any other questions or feedback please let me know. Vicki Hi Andy,

Thank you for sending over all the details of this fine and your rental. I am truly sorry for any frustrations this has caused.

I will look into this for you and will follow it up with our customer service team.

If you have any other questions or feedback please let me know.

Vicki

]]> By: Andy Scarsbrook http://www.avis.co.uk/blog/were-still-trying-harder/#comment-189 Andy Scarsbrook Thu, 21 Jan 2010 23:47:07 +0000 http://78.41.157.192/?p=19#comment-189 I am posting here because having contacted your customer service department both by phone and e-mail a few times this week I have had no response to my complaint. I received a letter from Avis (Switzerland) on Saturday (16/01/10) with regard to a traffic offence made with a rental vehicle owned by Avis along with the traffic fine documentation from the local authority in France. It is stated in the letter from Avis that the offence was committed on 09/07/09 at 1614 when I was renting the vehicle. The traffic fine clearly states that the offence was committed on 29/07/09 at 1614 and not 09/07/09. The offence appears to be related to parking on a pedestrianised area in Evian Les Bains - we did not visit this area and as I rented a vehicle from Avis at Geneva Airport from Saturday July 4th 2009 for 1 week [Booking Ref.] returning the vehicle on Saturday July 11th 2009. I was clearly not renting the vehicle on 29th July 2009. The reference for the traffic offence is identical on the letter from Avis and the fine from the authority and it appears that an administrative error has occurred and I have been wrongfully contacted. Having got nowhere with either e-mailing your customer services or phoning I would be grateful if you could look into this and once you have been able to confirm that I was not the renter of the vehicle at the time of the offence I require the following: 1. A full refund of the handling fee which has been charged to my VISA card 2. Confirmation that the local authority has been contacted and my name has been deleted from their files as the responsible party for this fine. I am posting here because having contacted your customer service department both by phone and e-mail a few times this week I have had no response to my complaint. I received a letter from Avis (Switzerland) on Saturday (16/01/10) with regard to a traffic offence made with a rental vehicle owned by Avis along with the traffic fine documentation from the local authority in France.

It is stated in the letter from Avis that the offence was committed on 09/07/09 at 1614 when I was renting the vehicle. The traffic fine clearly states that the offence was committed on 29/07/09 at 1614 and not 09/07/09. The offence appears to be related to parking on a pedestrianised area in Evian Les Bains – we did not visit this area and as I rented a vehicle from Avis at Geneva Airport from Saturday July 4th 2009 for 1 week [Booking Ref.] returning the vehicle on Saturday July 11th 2009. I was clearly not renting the vehicle on 29th July 2009. The reference for the traffic offence is identical on the letter from Avis and the fine from the authority and it appears that an administrative error has occurred and I have been wrongfully contacted.

Having got nowhere with either e-mailing your customer services or phoning I would be grateful if you could look into this and once you have been able to confirm that I was not the renter of the vehicle at the time of the offence I require the following:

1. A full refund of the handling fee which has been charged to my VISA card

2. Confirmation that the local authority has been contacted and my name has been deleted from their files as the responsible party for this fine.

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