I had an easy billing error on a recent rental – the departure time was off by three hours resulting in a charge for an additional day. In New York City, several of the non-airport locations run out of cars during busy holiday periods. When I went at my reserved time just prior to Thanksgiving, there were no cars – however the agent completed all the paperwork and checked my license before telling me to return at a later time. That same agent handed me the keys and printed out the paperwork when the car was finally available. Since it was freshly printed, I assumed it had the proper departure time and did not look. My mistake. Upon returning, there was no one at the counter and so I needed to email customer service.
My first two emails resulted in canned generic responses where it was clear that no one read my message. They explained how rates are calculated and why Avis charges different rates on different days. Not helpful at all. I wrote in a third time to share my frustration and was told my message was being forwarded to a customer service specialist. I heard back two days later with a templated email where the “specialist” forgot to insert personal details in the BLANKS…it’s pretty incredible. Way to go Avis, still not one actual response addressing my concern after 4 emails.
I’ve had to contact Avis two other times in the last two years. Those correspondences also resulted in completely generic responses unrelated to my concerns. Perhaps it’s time to bring back “We Try Harder”!
Thank you for taking time to contact us regarding your experience with
(BRAND) in (*******). Reports such as yours are most appreciated, since
they help us target and correct areas of service which might be
Any difficulties or problems encountered by a customer are a concern to
us, and we apologize most sincerely for any inconvenience you may have
been caused. We can certainly understand your frustration. Please be
assured that your experience was not typical of (BRAND) usual high
standards, and that a report to the responsible manager has been
submitted to prevent any recurrence.
Although we realize that we cannot make up for a disappointing
experience such as this, (DearTitle LastName), we do appreciate your
contacting us. Only by being made aware of a problem can we correct it
and offer the high quality of service that our customers expect and
Please let us know if we may be of any further assistance.
Representative | ABG Customer Service
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