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Car Hire advice/complaint
TerryMc88
Posts: 3 Newbie
Hi, I am looking for some advice after some trouble with a car hire with Avis.
I hired a car from Avis on 05/05/2014 to 08/05/2014. The car was returned in the same condition and full tank of fuel.
I had paid a deposit of around £250 which would be refunded once the car was returned. It is not 23/06/2014 and no money is refunded. I have sent five e-mails to customer services (Germany and UK) but have no reply. I have contacted social media which ask me to e-mail my complaint to a certain e-mail address…which gets no reply.
I have also rang customer service eleven times to date. Each time, a representative tells me that the previous person I have spoken to must have “forgotten” to clear the deposit as everything is fine, and they will clear it that same day. I have spoken to five different people telling me that they will clear it. After speaking to Avis today, they say that they will “immediately” contact the finance department and copy myself in all correspondence – this was at 12:00 and no correspondence has been received.
It is almost two months since waiting for my deposit and chasing it is costing a fortune (premium rate number from a mobile). Could anyone please advise on the next steps I can take to sort this issue? I have sent all relevant data to the ECRCS but after two weeks, I have no reply either.
Thank you in advance.
I hired a car from Avis on 05/05/2014 to 08/05/2014. The car was returned in the same condition and full tank of fuel.
I had paid a deposit of around £250 which would be refunded once the car was returned. It is not 23/06/2014 and no money is refunded. I have sent five e-mails to customer services (Germany and UK) but have no reply. I have contacted social media which ask me to e-mail my complaint to a certain e-mail address…which gets no reply.
I have also rang customer service eleven times to date. Each time, a representative tells me that the previous person I have spoken to must have “forgotten” to clear the deposit as everything is fine, and they will clear it that same day. I have spoken to five different people telling me that they will clear it. After speaking to Avis today, they say that they will “immediately” contact the finance department and copy myself in all correspondence – this was at 12:00 and no correspondence has been received.
It is almost two months since waiting for my deposit and chasing it is costing a fortune (premium rate number from a mobile). Could anyone please advise on the next steps I can take to sort this issue? I have sent all relevant data to the ECRCS but after two weeks, I have no reply either.
Thank you in advance.
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Comments
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How did you pay? Credit card or debit card?
Speak to the card issuer about doing a chargeback0 -
Contact your bank/card issuer and ask them to do a charge-back.
The bank may want to see proof that the deposit hasn't rightfully been retained - Did you keep the paperwork showing that the car was returned in the same condition as you received it? Or have you had anything in writing from Avis confirming that there was no damage to the vehicle?Common sense?...There's nothing common about sense!0 -
I paid with a VISA debit card so will look at requesting chargeback.
All paperwork has been kept showing condition of car etc.
Thanks for the quick replies - really helpful.
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I suspect the original failure to return the deposit was on oversight, but that the subsequent ones are down to call centre incompetence. Have you tried social media? I see there is an AVIS UK Facebook page, we often see quicker results to complaints on here through social media.
https://www.facebook.com/AvisRentACarUK/info0
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