Stewart C Esj

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Verified Buyer
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Worst customer service car rental expereince with false claims of refunds when over paid

Avis Australia - Worst customer service car rental expereince with false claims of...

We paid in advance for a car rental, picked up the car and were advised that the pre-paid amount was too high, and we had paid for some services that were included and would receive a refund. Our pre-paid ordered car was not available now despite pre-paying.

This review is not about a different car being provided, this review is about false promises to refund and poor customer service centre. Post trip no refund received. For 4+ months, multiple calls were made, and we were promised multiple times by different team members that the refund was being processed and we would receive email confirmation. Never received any emails, calls or any other forms of communication, one call they informed us the refund had bounced and re-verified bank account details to refund.

2nd last call lasted over an hour and we were assured multiple times this was approved for a refund and was re-submitted to the accounts department, would be followed up and we would definitely receive email confirmation for the transaction even though we have not received any emails to date. The last call claimed no refund was valid as we returned the car early (which we did not). Very frustrating and time-wasting experience.

The behaviour seems fraudulent to get out of refunds where refunds are due. Significant waste of time and resources which could have been avoided if told up-front that no refund was going to be provided.

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User's recommendation: Use another car hire company

Trevor G Mas

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Verified Reviewer
| map-marker Canterbury, Victoria

Pissed Off!! Agreement No.31444****

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Cannot get a response to my emails over last 4 months

Wish to speak with an Australian Customer contact.

Can someone please ring me.

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User's recommendation: Find another rental company both in Australia & Overseas

Stephen B Gpv

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Verified Reviewer
| map-marker Sydney, New South Wales

Complaint

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Avis Australia - Complaint

We were charged A$1300 on returning our hire car on 8 th December 2022 for miscellaneous? It took over 2 weeks and numerous emails to find out the charge was for a chipped windscreen.

In order for us to claim on our insurance I need a damage report and an invoice stating it was a windscreen repair not just miscellaneous.

This seems to be beyond the customer services operator who said it would take up to 3 weeks although I was charged immediately. It is now 6 weeks and nothing is forthcoming . Please can you chase it up for me as we live in the uk so telephoning is not practical .

My name is Stephen Barker

Hired from Pitt street ,Sydney on 21/11/22 and returned to Proserpine Whitsunday Airport in 8 /12/22 booking number 4528****GBO

Car reg 625 CV2 Peugeot

If the repair was done as I was charged for it immediately an invoice should be readily available and also the damage report .

I hope you can resolve this matter

Kind Regards,

Stephen Barker

Very poor after sales customer service .

No email to contact, just a portal with someone different responding to my requests saying they are waiting for a reply from the centre where we hired the car , continually fobbed off . The vehicle was good but customer service poor

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Loss:
$1300
Pros:
  • Good pick up and drop off car clean and reliable
Cons:
  • No after sales care

Preferred solution: I need a damage report and invoice stating what the charge is for not just miscellaneous charge so I can claim on my insurance

User's recommendation: Be careful as once they have your credit card they can charge anything to it without explanation

Anonymous
map-marker Melbourne, Victoria

Over charged

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Booking fee of $200 not added at time of booking online

Also not mentioned when picked car up??? ???

???

??? ???

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User's recommendation: Not

AComment

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Verified Reviewer
| map-marker Sydney, New South Wales

Filthy Car. No pride.

What can I say One of the most famous hire car companies in the world. Probably the second most well known after Hertz.

I can only give my feedback. I rented a car in Sydney. The office staff were nice enough. When the car was shown to me, it was filthy.

Covered in bird *** and the windscreen cavity was chockers full of leaves, twigs etc. The woman from the office wiped off the bird poo off the front door. When I drove off in the car, however I started to notice just how disgusting it was inside too. Dirt, stains and filth.

On the automatic gearstick base there was something akin to snot. Really? How? Why?

The other irony, of course was that they gave me a bulky Prado 4-wheel-drive car (that I didnt ask for) but they said Avis T&Cs are such that you cant take it off road.

Wt?

The latter was not my intention anyway, but its such a famous brand, its pretty bad. Never again.

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Cons:
  • Filthy cars

Preferred solution: Improvement on their service

User's recommendation: Do not use Avis

Paula D Syn

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Verified Reviewer

Credit card

Hi Im trying to hire a car in Australia and my husband will be the main driver but doesnt have a credit card in his name , I have one in my name will that be acceptable ?

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Preferred solution: An answer

Kevin V Pfi

Worst customer service ever

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Recently My company pre booked a car at the Avis Canberra airport branch.

While standing in line waiting our turn we couldn't help but notice just how rude and abusive the Avis Rep (Sandra) was being to these customers.

She was treating them with the rudest contempt, raising her voice and telling them that they were wasting her time.

Needless to say she was in work time.

Then it was our turn, and yes we made some mistakes on our booking and were are not perfect, however the way in which we were spoken to and treated and told in no uncertain terms that that's the way it is and there is nothing I can do to help to you.

She quite happy to let us walk away and leave us stranded at the airport.

All she had to do was cancel the mistake booking and re issues the car to the other co worker but she wasn't having a bar of it and wasn't prepared to do that.

It wasn't until she spoke to my boss that her attitude began to change in which her ask her to do exactly the same thing we did.

Will still have the car on hire, but will hate to what happens when we hand it back and boss said there plenty of other companies out there. Avis & Sandra you were rude unprofessional and just plain un helpful... thanks for nothing

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Cons:
  • Rude and unhelp staff
  • Customer service
Reason of review:
Poor customer service

Preferred solution: Let the company propose a solution

Delos Gwl
map-marker Nowra, New South Wales

Nowra AVIS - extremely rude customer service Manager!! Don't USE

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Upon pick up of the vehicle, the manager asked me to sign the inspection agreement WITHOUT inspecting the car first to which I did not agree to. I inspected the car and noted that the manager had not marked all damage on the car to which I proceed to cross off sections on the report where there were dents and scratches on the paint.

When returning to the office the manager was unhappy that I had marked where he had not bothered to on the damaged sections of the car and said in front of another worker there that 'so you're saying that my report was wrong'...I replied 'yes it was, you didn't mark the other areas that had damage on it'...he then said extremely rudely 'I don't really care what you put on the report'. I was extremely upset and annoyed that someone in customer service was so rude and unprofessional. I mentioned that I was the customer who should be satisfied with what I am getting and approve a condition report before departing with the car. The car itself was fine.

However, I would not recommend anyone use Bomaderry/Nowra AVIS - the man has a very bad reputation amongst the other rental companies and even with his own team at the Sydney Domestic Airport. Replace him and you'll get happier customers. My aunty also had a similar problem with hiring with the same office/manager who failed to bring a car of what she wanted with two child seats. Three of us were present when she made that request and he put it in the system repeating what she wanted and then when she turned up - only one child seat.

She had to hire the other child seat from another vendor. POOR SERVICE!!!

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Pros:
  • Car was fine to drive and clean inside
Cons:
  • Terrible customer service
Reason of review:
Poor customer service

Preferred solution: An apology from AVIS regarding the rudeness.

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