Farewell Avis - They "Try it On" Too much!

[albatross710]

What is the incentive for car hire companies not to 'try it on' by adding additional charges.

Today, after returning the vehicle with a full tank they added the fuel surcharge to my bill. Of course, all apologetic but what really is the incentive for them to be honest?

My second rental was in Malta where the actual charge was fine although they insisted on a EUR 1,500 draw down from my debit card even though their hapless Manila staff assured me there would not be.

The first rental was a one way rental in the UK where the contracted one way fee of $0 was accidentally replaced with something like £150. Again removed when I pointed it out, but they only stand to gain when people don't notice.

I think the Avis franchise network is out of control with this behaviour.

As a lone irregular hirer I don't have enough intel to be able to track it down. Are others being systematically rorted? How many occurrences would ACCC need to receive to get interested? Unfortunately I only have the one rental in Australia.

My upcoming Avis rental in Hobart I've just cancelled and switched to Hertz.

 

[VPS]

I had an absolute horror experience with Hertz at LHR and they are on my do not use list. I suspect a lot of them are just indifferent employees. Europcar has a reputation for putting on little bits knowing people can't be bothered chasing it up

 

[SYD]

As a regular AVIS renter (and Preferred member) I usually get billed what I booked. Yes, I’ve had some shonky franchises - Downtown Santiago comes to mind “We have no cars today” even though I booked months ago…

I had exceptional service today, well sort of. I’ve just picked up a oneway rental from BOS to YUL. I could see in the app on landing that they’d given me the be all of end all “unwanted upgrades” - a four door pickup truck! (I wish I’d screen shot that in app) but I needed to check insurances and also get a document to show Canadian border officials so went to the Preferred desk. The service desk went out of their way to replace the truck and actually gave me quite a nice Nissan Maxima (with Ontario plates). Win win - I’m doing them a favour returning the car back across the border.

What is weird is I have access to excellent Corp AWDs. Sometimes the booking just shows LDW “Accepted“ (Included for free). Other times is shows “Declined” but actually “included“ in the rate. The later is only apparent when you see the issued rental agreement….(today, it would have been an extra US$300 to pay for LDW if I’d not known better….).

 

[JohnK]

I had problems with Hertz a few years ago. Damage on the car that was not caused by me. Took months to resolve but I bet the person that tried to rort me didn't have any issues.

I had 1100 Hertz points and customer care gave me another 750 loyalty points for the trouble I was caused. Can you believe that it took 18+ months to have those points credited by which time the other points expired. Then covid came and I didn't get any help customer service. Lost count of the number emails trying to get my 3 free days back. No help at all.

Avoid Hertz at all costs unless there is a significant saving.

 

[OATEK]

Used AVIS in Tas a week ago, pickup LST, drop HBA. My only issue was how expensive hire cars are in Tas. No shonky charges added.

For overseas have used AVIS, HERTZ and SIXT over the last two years, and while none tried anything shonky, SIXT was the best all round in terms of service. Have SIXT booked in Manchester in Dec.

 

[albatross710]

Thanks for the feedback. I admit I draw upon a small sample.

 

[drron]

Well I was a long time Avis Preferred renter for many years but since Covid they really lost the plot and I had wrong charges,allegedly damage to the rental and finally double charged in LST. Wouldn’t answer until I said I would do a charge back and the Tasmanian manager rang me and said if I did he would put me on the Avis no rental list. Was a bit surprised when I said go ahead I have just put Avis on my never rent from again list. And the charge back worked.

 

[SYD]

I find with one way rentals the returning office processes (finalises) the payment but it often goes through as a new charge and the authorisation hangs around for up to 2 wks. A good reason to never use a debit card renting cars.

The AVIS office in Montreal I returned the car mentioned above actually got it right and the preauthorisation changed to the correct final charge.

 

[albatross710]

Well I was a long time Avis Preferred renter for many years but since Covid they really lost the plot and I had wrong charges,allegedly damage to the rental and finally double charged in LST. Wouldn’t answer until I said I would do a charge back and the Tasmanian manager rang me and said if I did he would put me on the Avis no rental list. Was a bit surprised when I said go ahead I have just put Avis on my never rent from again list. And the charge back worked.

so you weren't surprised by my post then. BTW I also did hear from the branch manager. Not sure if I mentioned that earlier. Seems the negative customer surveys are getting through.

 

[Guvner]

I've had a few issues with AVIS in LST over the years. Won't use them again.
I've started using SIXT, most recently OOL and MEL, and haven't had any issues (touch wood). In fact the agent at OOL was probably the friendliest and most helpful I've ever dealt with. Even upgraded me to a brand new BMW X3.

As an aside, I rented from AVIS in Milos last October and I had a weird feeling when I picked up the car (aptly named Citroen Cactus) that something was not quite right with the agent. I made sure I took pics and did a walk around video before I drove the vehicle away. I then did the same on return before flying back to ATH.
A young couple were next to me at the drop-off and I advised they do same as it was a key dropbox arrangement and the desk was closed.

Next day they spotted me at ATH when I was checking in for a flight to DXB, they were heading to LHR. They said they'd received a call from the agent blaming them for damage and they were up for 1600 euro. When they told him they'd taken a video at the drop-off he backed off, apologised, said there must be some mistake and hung up. They'd checked their CC and no charges had come out. The young lady was almost in tears telling me this.

 

[docjames]

Hertz are on my “avoid unless no other option” list due past poor performances (Billing issues, FF flow through issues, appalling customer (no) service).

I have been loyalist to Avis for quite a while now (Avis Preferred “status”) - they’ve been great (car upgrades or new/newest available in category) and no funny business.

I had a 24km Tiguan on its first rental last time in CNS. Of course, every stone chip would be mine (fortunately, none incurred).

Long may it last.


(I agree franchise sites rather than company operated may be a factor here - my rentals have almost exclusively been ex-airport (Aus and EU). I have a downtown Paris pickup next year on a one way journey to the south of France - wish me luck!)

 

[Happy Dude]

I had a 24km Tiguan on its first rental last time in CNS. Of course, every stone chip would be mine (fortunately, none incurred).

You needn't stress. That "damage" is not treated as such and is wear and tear. They have LxWxD dimensions for damage thresholds.

 

[Brissy1]

As a regular AVIS renter (and Preferred member) I usually get billed what I booked. Yes, I’ve had some shonky franchises - Downtown Santiago comes to mind “We have no cars today” even though I booked months ago…

I had exceptional service today, well sort of. I’ve just picked up a oneway rental from BOS to YUL. I could see in the app on landing that they’d given me the be all of end all “unwanted upgrades” - a four door pickup truck! (I wish I’d screen shot that in app) but I needed to check insurances and also get a document to show Canadian border officials so went to the Preferred desk. The service desk went out of their way to replace the truck and actually gave me quite a nice Nissan Maxima (with Ontario plates). Win win - I’m doing them a favour returning the car back across the border.

What is weird is I have access to excellent Corp AWDs. Sometimes the booking just shows LDW “Accepted“ (Included for free). Other times is shows “Declined” but actually “included“ in the rate. The later is only apparent when you see the issued rental agreement….(today, it would have been an extra US$300 to pay for LDW if I’d not known better….).

Likewise. I'm almost exclusively Avis because my AWD gives, as well as an excellent rate regardless of demand, an excess/LDW benefit negating the need for the optional ins. In Australia it's clear but as you say, overseas you can't be sure until you get the agreement and even then sometimes it's not clear (asking gets me a "you should be ok")
If someone knows how to confirm, please post.

 

[docjames]

You needn't stress. That "damage" is not treated as such and is wear and tear. They have LxWxD dimensions for damage thresholds.

Indeed (fair point) - was being metaphorical using “stone chip”. There are clearly defined wear and tear limitations.

 

[JohnK]

I think all hire car companies are awful.

I remember back in February 2019 hired a station wagon from Avis Fortitude Valley as I was moving a few things from Milton to Toowong. Took car back the next day and filled up near the Avis store. Then the next day hired a station wagon again. As it turns out they give me the same car. Same kms as when I left it.

I only drove a few kms back and forth. When I took it back the next day it required more petrol to get fuel gauge to full. From memory they gave me a $10 credit when I complained.

Fortitude Valley uses a Wilson car park for the Avis cars. Did an outsider steal the petrol or staff?

 

[Auski]

Since NRMA purchased Thrifty then changed to Sixt that is all I ever use. Never had a problem. I assume that if there ever is an issue, being an NRMA member will help. Last year Sixt had no availability at BNE and I used Europcar, they tried on an excessive windscreen claim, when I asked for a copy of the windscreen company report the cost almost halved.

 

[luckypierre]

I think all hire car companies are awful.

Perhaps a little harsh , would think it be fair to say many people have had mixed experiences with car rental companies. Generally we gave used Hertz and have been happy. Did pick up a uncleaned car with 35k miles on the clock at LGW, however the car ran well, I put thus down to the post Covid era and shortage of fleet cars. I provided the appropriate fair feedback at the time. 4 weeks later picked up a brand new Rav4 from the Gold Coast with 7km on the clock, not sure if previous feedback influenced this rental?

 

[Happy Dude]

My usual joint is Hertz at Mitchell in CBR and has recently become a Hertz/Thrifty dealer now. Prices roughly the same but choice of vehicles varied wildly with Hertz offering a Q5 for the same price as Thrifty Subi Forester. Went with the Forester because of the Amex deal.

Cost was below $250 so asked about the pre-pay fuel option. According to the dude there, you pay for a full tank no matter how much petrol you leave in the tank and the price is $4.50/L. Then he said it'd be no different if I didn't pre-pay. He genuinely couldn't see the lack of logic. He then tried to charge me $100 more than the amount in the booking and took 15mins to "match the price". Geez. Not off to good start but at least it looks like there's no shortage of cars.

I've had about 30 rentals from there. They all try it on probably because enough people just pay up.