Reserved a Windstar with Avis for pick-up at YYZ yesterday. Arrived to be told that there were no vans, only a Ford Expedition. We needed a van for baggage space. Expedition showed up with virtually no baggage space. The agent lifted up third row of seats to show a whole lot of half-eaten food under seat. All agents very unhelpful and basically unconcerned that they were not able to provide what I had ordered.
Finally after getting out my digital camera to record how filthy the car was, a Windstar appeared and a day's reduction was taken off the agreement.
After a 9 hour transatlantic flight and with two kids, a one hour battle at the car hire desk was all I needed. I guess next time I will reserve at several companies and hope that one will give me what I want.
Ezmonee thanks for the explanation. I haven't had that happen before so I found it a little odd. The total was ok though, so there is no reason for a song and dance on my part. Although I did find it annoying at when I took the car that they processed my credit card BEFORE telling me that they didn't have the car I had originally reserved. However, it seems that one thing is not related to the other...
Thanks
I had a terrible experience a year ago at YYZ. It was late at night and the rental agent was basically rude to everyone. He did not even take the coupon that I offered. He said to give it in when I return the rental, at the same time waving his hand. It seemed to me that the service at YYZ is not quite as sharp as it is at other locations.
In contrast, I have rented from Avis (too) times and got good service at other locations throughout Canada and US.
of course avis observes this board ;)
Ok, that was my comment 4 years ago! I will let you know if I hear anything from them again this time, although I should imagine that handling complaints from YYZ may need more than one full-time staffer.....
ezmonee, it's good to know there are some customer service-oriented staff at Avis, pity that more of your colleagues don't follow your example. Perhaps you coould answer me a question though.
I discovered last night when I went through my credit card statement that although I only received an invoice for the car on the 18th August when I returned the car, my credit card was actually debited on the 12th when I picked it up. That's rather unusual isn't it?
It is obvious that AVIS observes this board. They have responded with an apology and a satisfactory gesture to compensate me for the aggravation.
Good points to Avis for being pro-active.
not really. Here is a brief primer on how the credit card process works pretty much everywhere when you use a card as a deposit.
From the second you swipe the credit card for the "hold", a preauthorization occurs. This preauth is usually for the total estimated charges and a max of 10$ "slop" deposit. this slop deposit is derived from the national average saying that "when a person doesnt return a car full (excluding those with GSO) its usually less than 10$ worth, or two gallons, at the 90th percentile."
so when you rent, your card is swiped for "time, mileage, fees, taxes, and a bit more for gas (i call it the slop)". In your case the swipe took place on the 12th of august.
On the 12th, the credit limit of your credit card is reduced for that much, but isnt reflected on your charges. The limit is unusuable, but not charged, a kind of limbo.
On the 18th, your car was returned, avis changed the preauthorization to an actual charge (less the slop, or plus additional slop depending on your gas level).
In the US, "usually" that charge would have shown up on the 18th on your statement, but on occasion depending on the bank it shows up on the auth date. That is something you can argue with your CCARD company if in this case the 6 days accrues additional interest charges. just show them the 18th reciept and they should work it.
ezmonee, it's good to know there are some customer service-oriented staff at Avis, pity that more of your colleagues don't follow your example. Perhaps you coould answer me a question though.
I discovered last night when I went through my credit card statement that although I only received an invoice for the car on the 18th August when I returned the car, my credit card was actually debited on the 12th when I picked it up. That's rather unusual isn't it?
Sorry to say...this is nothing new with YYZ. I have always had this type of shoddy service there. To the point, even though I am Preferred Select with 250+ days a year with Avis, Hertz gets my business in Toronto.
I have to say I agree that YYZ Avis service is the most terrible I ever experienced. I have booked cars without getting any upgrades (I am President Club with Avis), no rental record been ready, waited over a hour at counter, dirty cars, damaged cars or simply running low on any Luxury cars and no coupons to be found (such as Baseball ticket promotions) for all the times I rented there. For a location that sends out 600 cars a day, one would think they could invest a bit more on people.
So you're the one who got my Windstar!!
im not a full time staffer. Im a working front line manager from a northwest avis location. But I pass on complaints when I see them.
Ok, that was my comment 4 years ago! I will let you know if I hear anything from them again this time, although I should imagine that handling complaints from YYZ may need more than one full-time staffer.....
Theya re completly useless. Everyone of them should be shot on sight.
Seems everytime I arrived this winter all they had were Suburbans and expeditions...I asked the lady at the preferred counter to get something else and was told nothing to be had. Went inside to the main counter and they called an envoy up for me in 5 minutes from the other terminal. Agent at the main counter told me everyone at preferred desk is complaining about the female agent...a few weeks later she is only working inside and things seem to be running smoother.
HEY!!!!
Theya re completly useless. Everyone of them should be shot on sight.
It's amazing that nothing changes at this location. Just got back from spending a week in Toronto. We arrived at YYZ on time and went to pick up our van. Credit card processed etc. and then informed that no van available and would I like a Yukon??? I wanted a van, not a tank! We had to wait an hour (after over twelve hours flying) and when the van turned up it was dirty. Funnily, we were talking to people who had arrived and booked a van but were given something else instead because no vans were available. There were many other people waiting at the desk for vehicles that they didn't have.
Avis at YYZ really is a poor operation. It just never improves. When I asked for the name of the person to complain to I recognised the name...same as two years ago. Guess there's no point complaining to her.....
Ooops!
http://www.flyertalk.com/forum/redface.gif
Consider yourself lucky.
I have called the location directly and the manager was "not available to talk to you". When I would ask at the counter (this has happened more than once) he was "to busy to talk". He never returned my calls when I left a message.
Avis Customer Service didn't do any better. When I called to complain, they said they would get back to me and never did. When I followed up, they said they would send me a voucher for $25 which never arrived.
Like I said, Hertz gets my business now in Toronto.
of course avis observes this board ;)
It is obvious that AVIS observes this board. They have responded with an apology and a satisfactory gesture to compensate me for the aggravation.
Good points to Avis for being pro-active.
 What dress should i wear for an interview ?
 Financial Representative =Insurance salesman?
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Lousy service at YYZ