Re: car rental (5XXXX36XX)
We have complained to AVIS over the phone on 24 June 2002 and
then faxed a copy of the complaint letter on 25 June 2002 to A
G, Customer Relations Manager, to no response. No phonecalls nor
post from you to deal with the complaint. We sent another letter
to complain on 14 August and still get no response.
We have rented a group F car for one day on Friday, 21 June 2002.
My wife picked up the car at 09:00 and returned at around 15:00
to the Kensington branch, 181-183 Warwick Road, London. The manager,
Miss M S, charged my wife £183.00 for a chipped windscreen
(incident report no. 4XXXX8).
We feel very strongly about this for the following reasons:
1. The chip was situated on the driver's side of the front windscreen,
about 10cm from the bottom, and the chip itself measured 3mm long
by about 2mm wide with no radiating cracks in any direction. Miss
T G, who inspected it with me, could testify to its dimension
and she also informed me she had no idea what could have caused
2. Despite being asked to check that the car was not damaged before
the rental, it is extremely hard to detect such a small blemish
on the glass especially under poor indoor lighting and it could
easily be mistaken for a dried water mark to the untrained eye.
We think there is every chance that the chip was already there
when we rented the car.
3. During the six hours we used the car, we have not been driven
on motorway nor unpaved road, so there is little chance of loose
gravel flying into the windscreen causing the chip. Neither of
us has heard any noise on the windscreen during driving nor were
we involved in any kind of impact with anything.
We have rented cars with Avis no less than ten times, seven of
which were from the Kensington branch in the past year. We have
also rented cars with other companies around the world, but this
is the first time we were charged for such a small chip, which
was not even caused by us. Miss S gave the impression of not caring
for her past customers and only cares about charging more for
a one day rental. We feel our loyalty to Avis has been in vain
and would rather walk a few more steps to rent from Budget just
down the road if this is not resolved satisfactorily.
They don't give a toss about customers.
Links to other Avis complaints: Link