If I could give negative stars I would. My experience with Avis has been incredibly disappointing and unprofessional, especially considering this is a corporate fleet rental through Holman, our fleet administrator. There appears to be a major disconnect between Avis' corporate systems and the location branch resulting in them not recognizing that my rental is an ongoing rental even though there was an open PO and confirmed payments being made. I was unexpectantly contacted by an Avis recovery service agent who informed me that the vehicle was scheduled for repossession due to the rental showing as unextended. I explained that this had to be a misunderstanding and asked if the issue could be verified Monday morning, but because it was Sunday and the branch was closed, myself, and the Holman rep, that I connected to the recovery agent was told that he had to follow orders and repossess the vehicle immediately. While I understand protocol, this should have NEVER occurred on an active, direct-bill corporate account with ongoing payments. Holman created a new reservation for me at Enterprise for Monday but unfortunately they didn't have any cars available due to the weather and limited inventory so I had to return back to Avis, Tuesday morning. A new reservation was created through Avis, but when I went to pick up the new vehicle, I was told by the branch manager that I had been placed on the DO NOT RENT list due to the repossession which appears to be caused by Avis' internal errors. Holman confirmed this should not have happened due to an open PO. To make matters worse, the branch manager in Orland has been completely unhelpful throughout this entire situation. She is very by the book and offers no real assistance or customer service. She simply provided me with a number to call in which I called and learned that I wasn't even supposed to call; I was supposed to email a completely different department. This misinformation only added to my frustration. Additionally, I have a vehicle accommodation through my company, which is why I was given a Volkswagon Atlas. Instead of helping, the branch manager told me that once the DO NOT RENT issues was resolved, I would need to contact Holman because the vehicle type she sees in the system differs from what I previously had. I've been in the rental for months, so if the previous vehicle was an upgrade, it was provided to me by the Avis representative, not me. Regardless after everything I've experienced, you would think someone would try to offer even the smallest level of accommodation or flexibility, but that has not been the case. Honestly, every time I've ever picked up from this location, she always has an "As a matter of fact" attitude. I've also repeatedly shared how inconvenient it is for me to physically come into the location every month to renew the contract, especially since this was intended to be a long term rental until my permanent corporate vehicle is assigned. The branch manager suggested a short-term rental option which I informed Holman of and Holman attempted to support this request by keeping the PO open. Yet, despite that, I still ended up in this completely unnecessary situation that has caused high levels of stress, back and forth calls, emails, and a major disruption to work. At no point has anyone at this Avis location offered any real customer service, or empathy. For a corporate account, one that gives Avis significant business, I expect a higher level of professionalism, problem solving and appreciation. Instead what I've experienced is miscommunication, lack of support and a complete failure to help rectify this issue. This situation has been very time consuming, embarrassing, and quite stressful. I sent a lengthy email to the email address provided to get my name removed from the DO NOT RENT list (I'd also like to call out that the branch manager, told me you just talk to them and they'll remove it right away), and to add fuel to the fire, the emailed response that I received from the recovery department was very vague, stating that I had been placed on the DO NOT RENT list for 2 years due to an overdue agreement, as if I hadn't spelled out the details, including that one in my email to them. No mention of looking into it further or anything, just that I was placed on that list and couldn't rent again for 2 years. WOW!!! This is absolutely absurd and adds insult to injury. For a corporate account that gives Avis significant business this is shocking. I have never experienced anything like this with Enterprise, and if I had any other choice right now, I would not be pursuing get this issue resolved and would not continue doing business with Avis at all. I strongly hope Avis takes this situation seriously and address the issues related to them not having visibility to the information that is in the system at the corporate level because, no customer, especially a corporate client should ever have to deal with anything like this. read more
