If zero stars was an option, that would have been my choice.
We rented a Toyota Aygo for 1 day from Avis/ Budget on 6/7/17 to be picked up at location COPENHAGEN DT,DD2 KAMPMANNSGADE 1, COPENHAGEN V, 1604 DK. When we arrived, we were told that the economy model that we had booked was unavailable, and that we would be upgraded to a luxury Mercedes at no additional charge. We said that we preferred the economy model anyway, but were told that the Mercedes was the only option. When we booked the rental, we stated that we would be returning the car on the same day by 11pm and were not notified that this would be a problem. When we arrived to pick the car up, we were told that the rental location closed at 6pm. We were told that we would need to park the car in a metered space along the street or in a metered space in an adjacent parking lot and feed the meters until 7am when they would retrieve the car. Due to the hourly rate on these meters, we spent an additional $20 in parking fees when the car rental itself was only $38.75. We returned the car to the parking lot on 6/7 as instructed, and noted that the car was undamaged.
When we returned home from our trip on 6/15, we noticed that we had been charged nearly $800 extra by Budget on 6/8. When we called to inquire why, we were told that there had been "massive damage" to the front bumper. There had been no damage to the bumper. Also, we were charged for damages on the same day that they received the car. How was the cost of the alleged damages determined so quickly? We believe that these were fictitious damages that we were charged for in hopes that we would not notice or would not dispute.
For the next two months, we made countless calls to both Avis and our credit card company to try and resolve the matter. We first contacted Avis on 6/15, but Avis would not present a damage report or photos of the alleged damage so that we could file a claim with our credit card company. We were told that the company had previous issues with the location that we rented from.
The charges were finally reversed on 8/15, but we wasted around 24 hours on the phone trying to resolve this over two months. We never were given proof of damages, an explanation, or an apology. This was by far the worst customer service experience of my life. I do not believe the charge was accidental, and suspect there is fraudulent and criminal activity behind it. read more