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« Prepping is Like Camping | Main | A-Clamp Story »
Monday
Nov192012

Avis Car Rental Stuff

So I was working on a project for Oakley, a video about some new MotoCross goggles. We picked-up the vehicle, a full size Ford E350 in Orlando on Sunday, with a drop-off at Tallahasee Airport on Saturday. I own a E350 so driving this beast is second nature to me. 

Early Saturday morning we are dropping off at the Tallahasee Airport. We realize that the entrance to the rental return parking lot is a 6” 6” clearance. This truck has a 7 foot clearance minimium. So we call Avis customer service numbers and really get no input on what we should do. So I decide to park in public parking as close to the Avis return as possible. We then check in to our Delta flight which leaves at 7 am. It is about 6:20 am and I approach the Avis desk ready to drop off the keys and a note as to where the truck is. 

When I get to the desk, there is a woman representative. I said I was told that there was nobody at the desk until 7 am, she said “I am here because I want to be, not because I have to be here”. I said that is good because I would rather talk to a live person than leave a note. I tell her we put our vehicle in public parking because thier lot has a height restriction. She imeddiatley said “You have a 12 passenger van!” “We don’t take 12 passenger vans here!”. She litterally threw her hands up like I was radioactive, or had the plauge. Sorry I have a contract that says you do! So I say “then you should not have rented it to me” I throw the keys in the drop box and say “It is your problem now”. 

I contact Avis customer service when I get back to California many hours later and they say they are on top of it. They even offer to take off one day of the rental for my inconvience., this is Staurday Pacific time like 2 pm.

So on Monday I realize I haven’t been billed for the rental and I call customer service and the rental has not been closed. I am given the Tallahasee Avis number and I call them to see what is going on. The contact there “Rodney” tells me they will charge me for the 3 days parking but not the extra 3 days rental. Jeez thanks!

In what world where you have a contract, and you abide by it, you are then penalized for being out of their comfort zone? Avis corporate seems helpful but this local Tallahasee office has a total CYA attitude. They are giviing me a break for the 3 days that they did not act on my dropping the keys off? I love Avis I have always used them but this is the worst example of customer service.

What do they do when you drop off a car before they are open normally? Just park it in the drop off lot and drop off the keys. The only anomally here is the height of the vechile, as far as I can tell, This afternoon Rodney says normally you call and have a desk rep take the vehicle from the curbside.  Totally different story from my interaction at the desk.

So they are giving me a break for not charging me for the extra 3 days they had the keys! Wow you guy are on top of your game! Good on you for being service oriented!

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Reader Comments (1)

Next time get out the Red Camera and tell them you are 60 minutes crew doing a piece on lousy service at rental car companies! :)

November 19, 2012 | Unregistered CommenterWilliam Ferguson

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