As others have stated, you will not get very far with your demand #1. There are issues of confidentiality pertaining to personnel matter. Even if they were to fire the agent, they will not provide you with any such documention citing company policy of having personnel issues remaining confidential.

While we all can sympathize with your predicament, please try to be rational with your demands for resolution. In particular, consider that the agent orally informed you that someone should be there after 5:00 if you made a reservation. An oral statement often does not carry as much weight as a written one. Further, how often have we encounter a CSR who have provided misinformation over the phone?

Also, with a car reservation, often no credit card is required for reservation. As a courtesy, we are asked to call to cancel a reservation if we can't make it. In the past, I have not always applied such courtesy when I could not make it to a reservation that I made. Is it fair for us to expect them to wait without any guarantee on our part that we would even show up to pick up the car? I for one would hope that car rental companies would not begin to require that we gurantee our reservation with a credit as hotels currently do. That really takes away the "no-risk" feeling of making a rental reservation.

Anyhow, I hope you will get some form of acknowlegment from Avis for the error committed by one of its employees. I also do hope that you really consider the demands that you will be making to resolve your dissatisfaction.