Customer satisfaction

“Customer satisfaction”

Written on: 19/07/2012

Let me start by saying, “thank you” for your care and consideration in a time when customer service is sadly lacking in our society.

The process of renting the car was easy as we prepaid and knew what our travel budget was.

Boy did we get a shock or what at the end of the rental.

There were 2 issues with the whole experience.
1) Exorbitant insurance fees (not explained at time of pick up)
2) Dirty car with pungent dog smell.

1) Our confidence was questioned re using you or Avis again, when we were charged an exorbitant fee for insurance on termination of the rental. The cost was more than the rental and more than we pay for 1 year insurance on our own vehicle at home.
This was due to inaccurate information at the time of pick up from Avis staff.
We were quoted 18Euro total for extra insurance for the 2 weeks. At the time I repeated total 18Euro and was told yes total so we agreed to the purchase.
On our return and sign off of the vehicle we saw the huge charge and we questioned them at the desk. They suggested we go to the Avis counter at the other side of the airport as there was nothing they could do. We went to the counter and received the response and attitude from 2 staff members of it being our own fault that their staff would never make the error of not explaining in detail the charges. Wrong! Wrong! Wrong!.
In future we will ask what the total bill will be at time of return.

2) The vehicle was not the cleanest it stank of dog and took at least 4 – 5 days to reduce the pungent smell.

On our return to home we contacted your firm and reported our unpleasant experience. Your firm advised us you would investigate and notify us of the outcome.
In conclusion you got us a refund plus a future discount (which we intend to use in September). Until such time of the refund we were unwilling to entertain either your company or Avis again. However we can now say we will try again and will certainly give you feedback in October of our next experience. Please God it will be a little more pleasant.

To date we have told friends and family of the positive outcome and the exemplary customer service we received from your firm.

Again thank you for your care and consideration in a time when customer service is sadly lacking in our society.

Sincerely yours
Yvonne Hiney

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