Rental reservation made online on 2/25/21, Avis website, for pick up at Cordova location (1018 N Germantown Pkwy Cordova TN) on 3/8/21 & drop off at Memphis airport on 3/9/21. Called to confirm car at Cordova location Am of 3/8/21. Spoke with Thomas. He advised he did not have car for me. His demeanor was short, unconcerned, unapologetic, and he advised me I should call other rental locations or Avis customer service. No offer of help and no sense of urgency for the customer. I asked him to help or get a car out to his satellite location from the Memphis airport for me. They had 11 days from the confirmation date for car pick up on 3/8/21. He refused to assist the customer, ME, and put all of the responsibility back on ME, the customer, to rectify Avis' horrible inadequate service and gross error. I pushed him to help and he unwillingly said he would. I had no trust that he would after the condescending, misogynistic, unconcerned & rude approach he took with me. I contacted AVIS toll free customer service # to help and after speaking w/ 3 reps (BTW one rep transferred me to a Spanish speaking line - did not request) and after spending an hour on the phone, the 3rd person an "alleged" customer service manager, Dinah, offered a car for me down the street from Thomas' location at the Wolfchase Galleria Mall. I had no trust in any of the reps from Avis at this point and felt like I was being told anything to get me off the phone, however, finally agreed to an alternate location out of desperation. I needed car for transportation to MEM airport from Eads TN the next AM for a 7:40 am flight and was NOT going to have my parents, 89 years old, take me at 5:45am and drive the distance and in the dark!!! I asked Dinah to call the new location for availability of cars and the exact location because I could not find it in the past. She did so and advised me that they have a car and that they were in the mall at SEARS. After begging Avis employees to do their job, which their ONLY service is to provide cars for customers, they failed miserably multiple times . Dinah offered to modify the reservation to the mall location, I agreed and hung up. In true Avis inadequate and sub par customer service style for this rental, I received a call from a Ms. Grace at the new pick up desk to tell me that she did not have a car available after "manager", Diana, modified and changed my reservation to that location because they "HAD" cars. Even more shocking, she said that this happens all the time. She has to call poor customers back to advise she has no cars because of overbookings. She was extremely helpful, apologetic and legit felt bad. She promised me that she would touch base with me at 2:30pm CST to advise if 1 came in. She did call me promptly ay 2:30 pm with no car luck. She provided excellent service even with the difficult task thrown on her after Dinah, a MANAGER, untruthfully modified res when no cars were available at the modified location.
So still NO car for me. Ms. Grace should be given praise by the corporation, Thomas and Dinah, should be reprimanded and perhaps not deal directly with customers and all who reads this, should NEVER rent a car from Avis at these locations in Cordova TN EVER, unless your up for untruths and games. I have used this location many times in the past and had no problems, however, this one nullified all of those. There really was no reason why this should have happened. No weather, no fires, earthquakes, no civil unrest, no COVID issues at this point, absolutely nothing but poor management from local and corporate Avis employees, managers and perhaps executives since no one seems to care or be in charge of these pathetic locations but poor Ms. Grace. read more
