We arrived on 27 September at Barcelona airport, with a reservation at National rental car, secured through Expedia from 27 September until 2 November. The reservation was mysteriously cancelled while we were flying. National went on to inform us that they had no cars available.
We stepped next door to meet the agent at the Avis counter. She informed us that Avis did have available cars, but Avis does not make reservations for longer than 25 days.
The agent took steps to help us set up 2 contracts. Contract numbers expired on 25 October, and a second contract that would expire on 2 November. She contacted her manager to verify that this was a feasible solution, established the new contract with our drivers' license and American Express. She explained that on 25 October, we should call or email her directly to give permission to charge the credit card and the new contract would begin.
Starting on 24 October, we started calling the agent at 00 34 608 26 24 67 and leaving voicemails. Since 13:44 on 24 October, we have left 12 voicemails and sent 8 emails. We also tried calling Avis/Budget using the following phone numbers: 00 34 902 09 06 31; 00 34 902 18 08 54; 00 34 902 10 84 95 and 00 34 669 89 42 46. We were able to reach someone using this last number who told us there was no new contract under our name and to email our concerns to barcelona.apto@abg.com. See below the various fwd messages seeking assistance from Rebeca Vina or the customer services address.
We have been reaching out for 4 days trying to activate the new contract, per the instruction of the agent but have not been able to speak with anyone.
We are eager to resolve this and return the car, as planned, on 2 November at the Barcelona Airport.
Unfortunately, the saga of terrible customer service and poor communications have continued with Avis in Barcelona.
This morning, we woke to find that our flight was cancelled. I tried to call the agent at 00 34 608 26 24 67 but was unable to get through to a person. I called the number to "extend a reservation" from the confirmation page provided at the time of rental, but without a contract number, the staff could not find the new contract the agent had created for our extension. They could not track it using our last name or any other information.
So we decided to return the car instead of keeping it for an extra day.
Upon arrival at the Avis drop off, the Customer Service representative indicated that the cost for October 24-November 2 (9 days) is Euros821 (=Euros 91/day). The previous contract from 27 September - 25 October (25 days) was for Euros 1296 (=Euros 51/day). You'll note the increase of Euros 40/day.
As I mentioned above, we don't have a contract because the agent did not provide us a new contract.
She did, however, indicate that the rate would be the same for the contract extension of 9 days.
We were, understandably, outraged at the arbitrary rate increase, expecting to pay around Euros51/day * 9 days= Euros 450. Instead, it was nearly double what we anticipated. We never authorized a new rate.
The customer service representative indicated that the 1296 on 27 September was a "deposit." We stated that this isn't possible as the agent indicated that a deposit of Euros 500 would be charged, but then the actual charge would reflect the 51euros/day rate.
After some discussion, she conceded that the 1296 was the fee for 27 september-25 October rental and that the additional 821 was for the additional 9 days rental. She went on to offer a discount of 107euros, still resulting in a daily cost of 79 euros/day
The customer service agent seemed to delight in the administrative snafu that resulted in doubling the rate, without advance notice or authorization; she was delighted that we were in this situation, stating that "I am the boss," and there were no other possible authorities to moderate this disagreement.
As if all this frustration & confusion, isn't enough, the card has been charged only 700 euros when the agent indicated the cost would 714euros; is this a final opportunity for the agent to leave 14 euros outstanding on our account so we have to revisit this particular nightmare again?
When looking again at American Express, we do not see any charge. Suggesting she did not even process the payment. Are we to understand that the final 9 days were free, after she claimed they were 821 euros and then claimed they were 714 euros and now no payment at all? Or are we to understand that perhaps the customer service representative is expecting Avis to claim we didn't pay?
BE ADVISED!! NO PHONE NUMBERS IN SPAIN CONNECT YOU TO A REAL PERSON!! In fact customer service numbers go to voicemail boxes. read more
