Its not surprising and certainly nothing new... you can replace the 'avis' with basically any other car rental company and say that their service is crap now. They're all heavily outsourced 'customer service' that is entirely useless, and the systems are focused on nailing the renter with bogus charges - ie see the numerous fuel scam reports with Avis and their electronic gas level detection, or Hertz with their new damage scam AI scanners.