Nakasha W.

On June, 24,2020, I arrived at sky harbor airport rented a vehicle from Payless or Budget. Upon arrival, there was a long waiting period. The associate told me he would give me a better car for the same price as the initial rental I reserved. Also, he stated I could pay 40 dollars to receive the advantage of bringing the car back on empty if I chose. Two weeks later when I come to extend my rental I found out Avis was overcharging me and had to get the price adjusted. Later I called the 1800 number to extend my rental from July 24 to August 24th in which Avis did do. On August 24th, I called to extend my rental for two months. However, the associate said I could only extend for 1 month (August 24th -September 24th). So, I submitted for another month. The associate told me she submitted it. So I was under the understanding that my rental had been extended. On September 17th, I received a text message as well as a phone call stating that I needed to return the vehicle because it was critically past due. If not returned, the police will be notified of the care being stolen. I'm a travel Crisis nurse; I had to leave work and drive 35 mins to get to the Avis/budget location in Chandler. On the way to Avis, I called the 1800 number again. The associates were saying my submission was "improperly put in" by the associate. I asked why would I need to bring the vehicle back. Can you guys just charge my card on file for the month I initially requested? The associate said no and I had to return the car. The associate at the Chandler, AZ location was very nonchalant. I explained the situation above and he stated the people I spoke to on the 1800 number were not the boss. They cannot extend my rental. I should have called an actual location. I was explaining to him that they already extended it for me once. Thus, they can extend the rental. Also, the automated system has an option to extend your rental. So, I was not understanding why the information he was providing and the system was contraindicating. I asked him to refund my money for the charges and fees placed because this whole situation was an AVIS error not mine. He said he could not adjust any charges on my account. I would have to go back to the location, my contract originated. Then, I drove to the Sky Harbor Airport and the associates there was very calm and truly tried to explain everything. However, the manager stated that he could not adjust any charges and fees and that I would have to call corporate to get a refund. Also, he said I would have to return the car officially. Then, the corporate associates will be able to look at my account. I officially returned the vehicle. While in the Avis location at Sky Harbor, I called the 1800 number again. I explained the situation, and the associate stated my account was being investigated. I asked to speak with someone who can refund my money that day, because Avis charged my card on file right at 3,000 dollars. My usual rental charges was 1,000-1060 per month. I had the car three weeks and three days past August 24. The associate told me there was a 24-48hr period before refund would be given because they had to look at the account. I continued to ask for a refund today. He consistently said no basically. He hung up on me. I called back and spoke with someone different and went through the same process except I found out I couldn't even get another rental for Avis or Budget because I was placed on a DO-NOT-RENT LIST. I explained that I needed to return to work and needed to rent another car. He said he would suggest going to another company until this is cleared. I asked to speak with the manager and the manager said the same thing. I was beyond frustrated. I went to the other companies at the airport and all of them were sold out of cars. So, I was STUCK AT THE AIRPORT WITH NO CAR AND NO WAY TO GET BACK TO WORK. I called the 1800 number again to see if I can speak with someone above the floor supervisor, and I was told I could not. The floor supervisor stated to me that he could not give me the number. I explained my disbelief and disappointment in Avis for how poorly they had treated me. Everybody was very nonchalant. So, I had to catch an uber to my hotel and research locations to get a vehicle. I was CARLESS until Sunday. My experience with AVIS was the ABSOLUTE WORST EXPERIENCE OF MY LIFE. POOR CUSTOMER SERVICE. AVIS FAILED ME AND DID NOT DELIVER ON THEIR PROMISES. Do to the lack of empathy or concern for its customer, I was STRANDED AT THE AIRPORT UNTIL 4PM( 6HOURS)! PLUS, MY WAGES WAS DEDUCTED BECAUSE I COULD NOT RETURN BACK TO WORK. AVIS did a poor job of correcting the mistake made on their part. This was the WORST RENTAL EXPERIENCE OF MY LIFE. AVIS/BUDGET IS UNTRUSTWORTHY.