taggie313
Jun 29, 12, 11:18 am
Does anybody know how to reach a CSR who actually cares, and has the ability to modify a rental?
I've rented with Avis 22 times this year so far, and am having a horrible time trying to extend a rental in Tampa.
I scheduled a last minute trip with my mother to see a dying relative, and the next day, before leaving for TPA, I got called away for work. She left for Florida and had no problem picking up the car I reserved.
My uncle passed away yesterday and now she needs to stay until Monday. No problem, I'll call Avis and have them extend the rental. No dice, first I'm not the renter, despite having reserved the car on my CC and Wizard number. Eventually they agreed to extend the rental, making the 7 day total over $745.
The initial rental was $80 for 3 days. The current weekly rate for a similar class car in Tampa is $78.
I mention this to the CSR, who says that she has zero control over the rate until the car is returned, and once it is, they can (at their discretion) adjust to a more reasonable rate.
I say "What guarantee do I have that you'll adjust the rate after the fact?" "None" she says. So, Avis wants me to authorize the $745 extension, and hope that they're feeling generous after the car is returned and payment has been made? "Can you put a note on my account saying that you'll do that?" "No. Would you still like to extend the rental?"
I've never been this upset with a customer service encounter. As a high revenue, low maintenance customer, it's odd for me to have an experience like this. Common courtesy should come into play here, but even if it didn't, loyalty status should. Loyalty means nothing to Avis, apparently.
Also, I have been completely unable to reach a human at the Tampa International location, their phone tree seems to only offer connections up to the national reservation center.
Does anybody have a suggestion for an escalation path? An actual phone number that rings at the desk, or manager's desk in Tampa? The last thing I need is to add to my mother's burden this week, but if it means saving $500 to drive an hour back to Tampa and then back to Sarasota (to return, and re-rent the car), she's going to do it. Just talking to a human on site may help inject some sanity into this.
-Josh
I've rented with Avis 22 times this year so far, and am having a horrible time trying to extend a rental in Tampa.
I scheduled a last minute trip with my mother to see a dying relative, and the next day, before leaving for TPA, I got called away for work. She left for Florida and had no problem picking up the car I reserved.
My uncle passed away yesterday and now she needs to stay until Monday. No problem, I'll call Avis and have them extend the rental. No dice, first I'm not the renter, despite having reserved the car on my CC and Wizard number. Eventually they agreed to extend the rental, making the 7 day total over $745.
The initial rental was $80 for 3 days. The current weekly rate for a similar class car in Tampa is $78.
I mention this to the CSR, who says that she has zero control over the rate until the car is returned, and once it is, they can (at their discretion) adjust to a more reasonable rate.
I say "What guarantee do I have that you'll adjust the rate after the fact?" "None" she says. So, Avis wants me to authorize the $745 extension, and hope that they're feeling generous after the car is returned and payment has been made? "Can you put a note on my account saying that you'll do that?" "No. Would you still like to extend the rental?"
I've never been this upset with a customer service encounter. As a high revenue, low maintenance customer, it's odd for me to have an experience like this. Common courtesy should come into play here, but even if it didn't, loyalty status should. Loyalty means nothing to Avis, apparently.
Also, I have been completely unable to reach a human at the Tampa International location, their phone tree seems to only offer connections up to the national reservation center.
Does anybody have a suggestion for an escalation path? An actual phone number that rings at the desk, or manager's desk in Tampa? The last thing I need is to add to my mother's burden this week, but if it means saving $500 to drive an hour back to Tampa and then back to Sarasota (to return, and re-rent the car), she's going to do it. Just talking to a human on site may help inject some sanity into this.
-Josh