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Keith P.

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Experience: Travel

Member since March 2020

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1 Review by Keith

What a rip off rental car company! Rented car in Germany for one week. At the rental counter in Stuttgart I was asked if I wanted manual or automatic. I replied I didn't care. I was asked if I wanted GPS. I replied again I didn't care. I was asked if I wanted vehicle damage insurance. I replied I wanted whatever the reservation was made with since my company reserved the car. The total at the end was much higher than the price quoted on the reservation. I asked the clerk about it and he said not to worry, it's only a deposit, not the amount you will be charged.

I return the car a week later. The receipt again shows a much higher amount than what was on the reservation. The check-in guy can't explain it. He directs me to the counter inside the airport. The guy inside the airport explains that I signed for GPS at 59.40 EU and the damage insurance for 99.96 EU for the six days I had the car. I explained that was not was explained to me when I rented the car and I did not agree to the extra charges. The counter guy suggested that I contact Avis

I contacted Avis customer service via email and explained what happened. They immediately responded that I was responsible for whatever was in the contract. I replied back and asked the following questions:

1. Did anyone from your customer service department speak with the employee or the management at the Avis counter in the Stuttgart airport?

2. If so, what was their response?

3. If not, why not?
a. Is this an accepted standard practice throughout Avis, or only at
the Stuttgart airport?
b. Is it the policy of Avis customer service to only answer emails,
and not to actually look into customer complaints?

Avis then responded back that they would contact the manager in Stuttgart. I was naively optimistic that they might actually take some positive actions. However, my optimism was short lived, as they soon responded back that they "apologize but we are not privy to conversations held at rental counter so we must reply on supporting documentation provided."

Therefore, be warned that Avis is perfectly okay with their personnel lying to you at the counter. I for one will never rent from Avis again and I will attempt to warn as many people as possible about their dishonest business practices. I will also be filing complaints with both the Better Business Bureau here in the United States as well as with the eConsumer.gov.

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