A.I. Solutions (AVIS)

Mupette

my car got rear ended, and ended up in repair 15th June and is still in repair, but at the end ready for a wash and inspection.

Repair company have been great in all this 2-3 times a week a very polite courtesy call to let me know what's going on.

A.I. on the other hand have been total nightmares,
I have a rental car from them, all arranged by my insurance company, but they call 2 -3 times a day.

The problem is as explained by the repair company, they have a computer system that A.I. can see what's going on with the repair on the cars, but an example would be on Wednesday this week, their system changed for my car, it gave an estimate of when my car would be ready, which doesn't include the was and inspection.

A.I. jump on this and ring me to tell me my car is ready, i had already spoken to the repair center already so was surprised to be told it was ready, and the lecture that as soon as i know my car is coming back to me i must ring A.I. to arrange pick up of rental car.

I ring the repair center and ask what is going on, apparently A.I. always do this, they see estimated delivery of car and make the assumption that the car is about to be returned on this shared system, and then hound the customer, in fact the repair center said that A.I. never call to check they just use the estimated time and start the bullying. The repair center was fully aware of the way A.I. take the information and then hound the customer, drumming in the 24 hour rule

And so i call A.I. and tell them my car is not ready, they say we can see it is, i say, no what you see is an estimate of when the car might be ready, it hasn't been washed or quality controlled checked yet and that this can take up to 2 days.

They agree that the later part is indeed up to 2 days, and again start on the importance of the 24 hour rule.

Which is, as soon as you know your car is on it's way back to you, you must call A.I. to organise pick up of the rental car, I then told A.I. that no i will not be doing this, i will be waiting until my car is on my drive and is indeed fully repaired and then i will call them, this is where they get nasty with their 24 hour rule, when i call them the timer has already started from the moment the system tells them the car is ready to come back to me. and if they get their car back after the 24 hour rule, i will be charged.

Now i have just received a text update on my car, it reads

Update: the repairs on your vehicle are complete. Once cleaned we will contact you in due course to confirm return details.

To me this means the car is off to be washed and checked, I've already been told it looks like Monday when i get my car back, fine i understand all that, and happy with the way the repair center have been with all this.

On the other hand i have had A.I. staff talk over me drilling in the 24 hour rule, i ask to speak with a manager, i get a supervisor who does the same. The supervisor and i get in a heated discussion, where i am told the call is being recorded, i say good i am glad the call is being recorded, because the main issue is between A.I. and the repair center and they are dragging the customer into their petty arguments, i also said that i would be finishing the call as i felt the conversation is getting heated, the supervisor denies she is, but says if i want to end the call then i can. so i politely say goodbye.

I complain to my insurance company who firstly agreed with me that i shouldn't be calling A.I. until my car is with me and i am happy, then i am put on hold whilst they call A.I themselves and then say sorry it is a 24 hour rule.

The are 2 issues here, first one is the repair center and the hire car company have an issue with each other over this shared computer system, and drag the customer into the argument, A.I. tell me i have only heard one side of the issue and tell me theirs, (I should not have to listen to this it isn't my problem) that the information is on the shared system, and that if they call the repair center they are told to look at the screen, the repair center tell me that A.I. never call to check.

The other issue is the way A.I. have spoken to me about the 24 hour rule, it is brought up in every conversation, it is not politely said, it is rammed down your throat, the tone is menacing, especially about the customer being billed if it runs over the 24 hour period.

What happened to the days when your car got returned, you check its ok and then call the hire company, i am led to believe from my husband having hire cars in the past, that the clock stops the minute you call to tell them to pick the car up.

Any advice please, i am due another mountain of calls from A.I. today

Mupette

Is what they are doing right?

Robisere

1. Tell AI that YOU are recording the call, when they call.

2. Do the same with the Insurer, and aslo tell them that you will be moving to another insurer at the end of your Contract with them. You will have lost you "No Claims" anyway, so your premium will inevitably rise.

3. Do you have a local Solicitors Office which gives short, free consultations? One phone call from them will kill this stone dead. I have done it, it works.

colino

I'm not sure why your getting so stressed by this. Ignore their calls until you have your repaired car back in your hands, fixed to your satisfaction. Big fleets like those aren't normally so stretched their losing business by not having every rental back to the second.

Mupette

First of all i can't switch insurance it's RSA motability.

AVIS are threatening to bill me for any time over 24 hours

Mupette

update

My car was finally ready yesterday, option was to have delivered back to me, but might not happen until Monday, but decided to pick it up and leave rental car with repair company.

swapped cars, and was told there are major problems with A.I and the way they hound the customer.

One way around it is..
A.I. charge insurance company £100 a day for hire car
normal hire car £25 a day to charge insurance
apparently tried and tested A.I usually shut up.