Avis and tolls, Florida

[PPM]

Originally Posted by anna-marie

Yes, I said I agreed with that. Only going on what DS was told by Avis, that to make sure it was turned off.
We pay cash so the problem should never occur with us either way.

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Hey don't worry I get confused easily. I must have missed your comment

[Mr Tom Morrow]

Originally Posted by anna-marie

Yes, I said I agreed with that. Only going on what DS was told by Avis, that to make sure it was turned off.
We pay cash so the problem should never occur with us either way.

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Like me! I dont mind paying Hundreds to rent the car but no way am I paying an admin fee. I'm on vacation I can afford the time to use the cash only lanes!

[georgemac]

There is a transponder and it is on. Yes should have gone into cash lane, son was driving and was struggling to get sat Nav going, gps was off for some reason, I checked memory card by pushing it and it flew out onto the floor!

Also had been downgraded as they had no class Z vehicles, they told us to sit on bench and our 7 seater would be brought to us, it was not and had to go in line again, to be given the bay number to collect car. Was not happy but nothing we could do. Was in the garage for best part of an hour.
The guy dealing with us said it would take 2 hrs to add ba executive club additional driver, but other guy did it quickly.
Last 2 years west Coast have had very good experiences with Avis, not so this year. We go back on Sunday to change car, supposed to be for 7 seater. Trying to get Avis to give us our Tahoe next week.

We have Toyota Sienna. Key fob does not even have remote control, not great for car parks!

Will update how I get on with Avis. No refund offered at garage for downgrade.

[Mr Tom Morrow]

Originally Posted by georgemac

There is a transponder and it is on. Yes should have gone into cash lane, son was driving and was struggling to get sat Nav going, gps was off for some reason, I checked memory card by pushing it and it flew out onto the floor!

Also had been downgraded as they had no class Z vehicles, they told us to sit on bench and our 7 seater would be brought to us, it was not and had to go in line again, to be given the bay number to collect car. Was not happy but nothing we could do. Was in the garage for best part of an hour.
The guy dealing with us said it would take 2 hrs to add ba executive club additional driver, but other guy did it quickly.
Last 2 years west Coast have had very good experiences with Avis, not so this year. We go back on Sunday to change car, supposed to be for 7 seater. Trying to get Avis to give us our Tahoe next week.

We have Toyota Sienna. Key fob does not even have remote control, not great for car parks!

Will update how I get on with Avis. No refund offered at garage for downgrade.

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If my memory is right Class Z is Tahoe etc? If so they are in breach of contract and I would expect to be upgraded, not downgraded to a Sienna. I would be ringing the National tel number to get them to find you one and deliver it.

[georgemac]

I walked round the garage, there was nothing suitable to be upgraded to that I saw.
I have asked for the Tahoe next week instead of the 7 seater I have booked. Avis UK have passed this to Avis USA.
My booking though is with Avis through BA.
If I do not hear anything in a couple of days I will try ringing Avis to sort something out for next week.
After a long flight and day travelling, felt I had no option but to accept the lower class to get out of the garage.
Next week will probably be one of their busiest weeks too.

[georgemac]

So Avis uk told me they passed this to Avis USA. I heard nothing. So I contacted Avis US through their feedback form. To say their reply left me less than impressed is a bit of an understatement.
They did not have a vehicle in the class we had booked or anything to upgrade us to, so we were downgraded.
We were in the non air conditioned garage for about an hr, when we should have been gone within 15 minutes.
I requested the class of car we should have had this week, to be supplied next week, instead of the mini van we have booked next week. I thought perfectly reasonable request. I have posted the Avis reply below. I have no expectations now of getting anything next week and will have to complain through BA.

Thank you for contacting the E-mail Customer Service team. On behalf of our entire Avis team, I apologize for the issues you encountered with this rental and I will be pleased to assist with your concerns.

We appreciate customers who let us know when things are not right. I
apologize for the issue you had with the vehicle that we assigned to
you. I understand that this occurred at the MCO AIRPORT on 25JUN17 and your rental agreement number was xxxxxxxxx.

I sincerely apologize that a vehicle in your reserved car class was not
available when you arrived at our rental location. We strive to keep
adequate inventory levels at all of our Avis locations, but we obviously
fell short in meeting your rental needs.

We sincerely appreciate your business, and we are so sorry that you were inconvenienced. We are grateful that you brought this important matter to our attention. Please allow us to provide you with a more pleasant experience in the future.

Avis sincerely appreciates the business you have given us, and we look
forward to serving you again soon.

[DFCH-Andy]

oh wow... thats appalling! Under no circumstances should anyone be ever downgraded. The fact that they didn't have a vehicle available for you is their issue and not yours. They have your reservation on the system, knew what vehicle you had booked and should have had one available. Their failure to plan should not mean you get penalised by paying for a higher spec vehicle which you haven't been given!

Unfortunately, as you've found out, dealing with the customer service department is a pointless exercise. They're robots and want to get on to the next email. The only way imo to resolve this is to take the vehicle back to collection office and speaking to a manager. I'd probably warn them first with a call to the office and tell them to get a replacement vehicle ready for you. Gives them time to get a vehicle reserved for you and removes their probable excuse of "we don't have any". I'd be also wanting a printout to show you were given a lower class of vehicle so you can claim a refund when you get home. I would also expect and upgrade and expect a tank of fuel to be included as an apology... The issue of course is that this is going to take time out of your holiday :-(. Make sure BA are aware as really they should be sorting this out for you.

[georgemac]

Thanks for the reply. I have not informed BA. Might do this in the morning. Tried to sort it out with Avis.
I did think about calling Avis at MCO and asking for a manager, but this does take away valuable holiday time. Email is easier late at night or earlier in morning.
I have kept this vehicle now for 5 days of the 7 day rental. Going back to MCO to deal with a manager would take half a day of holiday time, and not prepared to sacrifice that.
I have the rental agreement showing lower class of car.

Edited to add we change car on Sunday, but we will be a Mall of Millenia area anyway so figured would only take my son and I an hr, while the others are in the mall.

[Tigger71]

I'd be fuming... We have used Avis many times at MCO and never had any issues. Just wow ...

I would demand some kind of refund though as you have not got what you paid for.

Our of interest - did you link your BA booking to Avis Preferred?

[sotagals]

When we recently had issues with our Avis car BA sorted it out for us quickly.

I realised I should have contacted BA first as wasted time trying to sort it with Avis

An email with our new upgraded booking pinged out into the preferred office as soon as I got of the phone to BA .