I am writing to complain for the services of Rental Agent (12699).
I rent a car through Adelaide Airport AVIS on Tuesday September 28th for 2 days. At that time I had no booking as I was not aware that school holiday started. Luckily there was one last car available in AVIS according to the rental agent. The agent 12699 quoted the price as $348.57 for Holden Calais. It was little too expensive compare to website researched earlier (was about $200) but I had no choice so decided to proceed the renting. Then the problems started to rise.
Firstly, I mentioned what I needed additional which is GPS and she answered but did not include so at the end I was confused that I was paid more because of her mistake.
Secondly, the agent mentioned there was only one car available which I was told as Holden Calais but she decided to change the car to Toyota Camry for some reason I never knew as she did not mentioned and just told me that the car arrangement for me was changed to brand new Camry at $42 cheaper price. It was after she'd done all paperworks including the receipt therefore the price was still quoted as $348.57 (Calais' price). At that time she definitely mentioned it few times but did not provide me another copy of revised receipt as there was another guest behind me and she seemed really stressed as they had been waiting for a while and I felt like she wanted to get rid of us ASAP. I did not realise that it was going to be an issue at time of return. If I knew I would have asked for a new copy of receipt.
So upon return of the car to the city AVIS, the new receipt stated $364.40 is the amount I had to pay. It seemed like the first price quoted to me ($348.57 for Calais) plus GPS price ($19.90). I asked the agent 04598 to change the price as it was wrong and I did not get Calais. The agent 04598 called Airport AVIS but she was off so could not proceed the payment and I had to go back to talk to the agent in Airport AVIS next day. Next day I went to airport and she was there but right from the beginning her attitude was unacceptable as she did not want to talk about it and kept on saying she had changed the price yesterday without listening to me first. So I looked at the receipt she presented to me again but the price was $341.03 which was different to the price I was expecting to pay ($364.40- $42= $322.40). She said she recognised me but did not remember saying about the new price for Camry. She asked me to go to see her supervisor to talk about this issue as she could not do anything with it and her attitude when saying it made me upset as well. Then she called someone to ask about the issue again and when she quoted my name as "that B A E K" my surname is BAEK and I would expect to be called at least ms BAEK or even just BAEK. It sounded really rude. Whether she was angry or not (I don't understand why she seemed upset anyway as it was her fault) I was still a customer to her and she should not have done something like that. She just did not want to talk to me. She finally reduced the price after a phone call from someone, but still when she presented the bill to me she never said 'sorry' even a single time...
The agent’s attitude was inappropriate and very arrogant maybe I was a foreigner and did not think as important as others. However I am still upset about this and I thought at least I had to complain it to the company. So please could this be passed to manager or someone in higher position in Guest Service department or other relevant department?
I think this should not happen to anyone again. There will be more people travelling from overseas and AVIS is well-known rental company in world-wide so the service has to be better than this. And there should be training for staff to treat the customers in proper way.
I hope this could make some changes if not maybe there will be more people like me who would never use AVIS. Please keep it in mind that how mouth to mouth and internet power has strong effect on the brand image. Just as a person who had a terrible experience with AVIS wanted to say.
Thank you for reading and passing this message.
Jenny Baek
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