We were extremely disappointed with the service we received with Avis . This was the first time we used the (it’s usually Hertz) and it will sincerely be the LAST. First, we arrived very late Thursday evening around 9:30 and finally picked up our car around 9:40. We found the car in the lot and surprisingly no one was there to walk through the car for a mutual inspection...and to answer any questions. For a premium car- I thought this was standard practice. Having never driven the car before...it would have been helpful to identify where things were on the car (ie fuel gauge, trunk latch & wipers). We noticed in the car several pieces of trash- paperwork & extra room keys from the last patron and it was very dusty. It did NOT look like a car that was ready for rental. Needless to say- we were tired from a long day of travel and took the car anyway. We drove the car roughly 25 miles to the hotel. We didn’t drive it all the next day- and when we drove it to a wedding the following day (another 30 miles) we discovered we were out of gas!! Given that this line of vehicles gets 33 miles per gallon - and we had only driven conservatively 55 miles...it told us the car could have only been filled with 5 gallons of gas!! If we’re truly full - as we had paid for...we should have had a minimum of 416 miles to a full tank of gas—we had less then 55 miles!! So we had to put MORE gas in the car in addition to filling the tank!
As if this was NOT bad enough...the company sunk to another low. When we called the local office at the regional southwest airport we spoke to a cantankerous woman named Sandy. When my husband explained the situation that now we are double paying for our gas...he response was very flat and said “you should have checked it before you left”. I understand they have a policy- but as I has stated previously, “other rental agencies” actually meet you at the car for inspection and questions...especially a premium vehicle. When she refused to offer any assistance whatsoever...my husband asked to speak to a supervisor. Sandy refuses repeatedly telling him she answered his concern. On what planet has she landed from?? Obviously Sandy missed the PowerPoint on CUSTOMER SATISFACTION!!!! She was not only unhelpful and unkind - but she was very, very rude. I have since reported her to AVIS corporate and hope they address this training aspect with Sandy...if she is trainable. With regard to our overall experience with Avis and their attempt to reach a resolution they have referred to me the never ending phone que of hours of prompts trying to deter people from actually getting any customer service issues resolved.
Overall I would have to summarize by saying buyers beware of AVIS - and especially at FT Meyers (RSW) airport. We are very frequent travelers and will never use them again.
All USA
We were extremely disappointed with the service we received with Avis . This was the first time we used the (it’s usually Hertz) and it will sincerely be the LAST. First, we arrived very late Thursday evening around 9:30 and finally picked up our car around 9:40. We found the car in the lot and surprisingly no one was there to walk through the car for a mutual inspection...and to answer any questions. For a premium car- I thought this was standard practice. Having never driven the car before...it would have been helpful to identify where things were on the car (ie fuel gauge, trunk latch & wipers). We noticed in the car several pieces of trash- paperwork & extra room keys from the last patron and it was very dusty. It did NOT look like a car that was ready for rental. Needless to say- we were tired from a long day of travel and took the car anyway. We drove the car roughly 25 miles to the hotel. We didn’t drive it all the next day- and when we drove it to a wedding the following day (another 30 miles) we discovered we were out of gas!! Given that this line of vehicles gets 33 miles per gallon - and we had only driven conservatively 55 miles...it told us the car could have only been filled with 5 gallons of gas!! If we’re truly full - as we had paid for...we should have had a minimum of 416 miles to a full tank of gas—we had less then 55 miles!! So we had to put MORE gas in the car in addition to filling the tank! As if this was NOT bad enough...the company sunk to another low. When we called the local office at the regional southwest airport we spoke to a cantankerous woman named Sandy. When my husband explained the situation that now we are double paying for our gas...he response was very flat and said “you should have checked it before you left”. I understand they have a policy- but as I has stated previously, “other rental agencies” actually meet you at the car for inspection and questions...especially a premium vehicle. When she refused to offer any assistance whatsoever...my husband asked to speak to a supervisor. Sandy refuses repeatedly telling him she answered his concern. On what planet has she landed from?? Obviously Sandy missed the PowerPoint on CUSTOMER SATISFACTION!!!! She was not only unhelpful and unkind - but she was very, very rude. I have since reported her to AVIS corporate and hope they address this training aspect with Sandy...if she is trainable. With regard to our overall experience with Avis and their attempt to reach a resolution they have referred to me the never ending phone que of hours of prompts trying to deter people from actually getting any customer service issues resolved. Overall I would have to summarize by saying buyers beware of AVIS - and especially at FT Meyers (RSW) airport. We are very frequent travelers and will never use them again.