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“Lost the Car Key - AVIS then LOST the car!”

Written on: 23/05/2013

It took over an hour and a half on the phone to get through to through to the'Immediate' road-side assistance. Following this, we were given a four hour window in which someone would come to assist us. This service was over an hour late, causing my partner to be late for work, putting his livelihood in jeopardy. Seeing how strict Avis' return policy is: “Grace Period When returning AVIS’ vehicle be sure to bring it back at the
time stated, we provide a 29 minute grace period when returning the vehicle
late. Anything after that will be charged a full days rental.”
I would expect the same rigorous time frame to be applied to
its customer service. Had this been an emergency this could have been
dangerous, and is wholly unacceptable.
Two days later my partner received a phone call, after the car was
towed by AVIS, asking us to return the vehicle.
I was later informed the car had been 'lost' and could not be located.
When I tried to resolve this issue, not once did anyone return my call,
even though I was assured I would be contacted on the same day. I called
everyday for a week, spending several hours on the phone. Adding to the stress,
I was initially told we would be charged £800 pounds for the car 'not being
returned' on time!
I was later assured that we would not be charged for the extra days – So you can imagine my frustration upon receiving the invoice charging us for an extended rental! A RENTAL COMPANY CAN ONLY CHARGE YOU EXTRA DAYS IF THERE ARE NO OTHER VEHICLES AVAILABLE FOR RENTAL IN THAT CLASS AND YOU HAVE COST THEM BUSINESS. I never heard back when I asked for proof of this.
Worst car rental service I have ever had.

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