The big disappointment was the wait to pick up the car. The line was 50 to 60 people deep and there were only 5 or 6 agents helping. But the real problem was that only one of the agents seemed to be working hard to move the line. A middle-age African American woman was the only person working with a sense of urgency, everyone else was just in super-chill mode and sometimes just milling around. I waited longer than 45 minutes to pay for the car. The car/SUV was clean and full of gas, but I had a hard time getting some of the features to work. It appeared to be stuck downloading something and we could never get the screen to come alive. It wasn't terrible but the people at the counter could have done a much better job.
The original contract was not honored. Was higher price. Return did not give back difference as indicated. A pet charge was assessed a week later w no examination on site. No pets were in the car.
Representative placed me in the wrong SUV. Before I exited, the lady at the booth stated I was in the wrong car and I needed to return the car. This was only one upgrade in cars, so I thought the best customer service courtesy was to keep me in that car since I had done all the paperwork for it. They would not do it, but required me to switch SUVs that required at least 45 minutes of additional time.. Since it wasn’t my error and it cost me unnecessary time and effort, Avis could’ve been apologetic, courteous, and thoughtful by letting me stay in the equinox rather than switch to and escape.
The staff did the best they could given a horrible overbooking situation. 2.5 hour wait in line to pickup my vehicle, which they didn’t have. Luckily they were able to find a full-sized truck instead of the Tacoma I reserved. I wasn’t charged for the upgrade, which was good. Unfortunately, it smelled like Willie Nelson and Snoop Dogg had a smoke session in it. I had to take it because I was moving my daughter out of her college apartment, and needed a truck. I was stressed about getting pulled over by the cops until I returned it. Terrible experience caused by greedy (mis)management overbooking. Again, the staff did the best they could with the situation management created.
The only thing I did not like is that I have not yet even emailed a receipt for the car’s return.
Customer service desk in Atlanta leaves a bit to be desired. Woman at the desk never looked me in the eye. No joy in her voice, no emotion at all. Not sure if she was at the end of her shift or what, but seemed more concerned about what the lady next to her was ordering for dinner.
