MemberOctober 27, 2021 at 1:18 pm
Help! Do you know anyone who works for Avis? I am desperate as Veronica is traveling next week and I’ll be in Europe!
Veronica’s company credit card expires 11/2021. Got her new card, went into her Avis profile to update the expiration date, and got an error message stating “Problem with Drivers License, call customer service”. Ummmmm…..ok, nothing has changed on her drivers license but I called anyway since I still needed the expiration date changed on her credit card. Rep couldn’t help me, got the same error, transferred me, they couldn’t help, told me to email the profile department at Avis. I did that Monday morning. No response. I followed-up yesterday, no response. So, I call Avis at 9am today, it is now 11:30am and I just got off the phone. I was transferred 9 times, I kept track, finally got a supervisor. After “click clacking” on her keyboard she states……”Veronica is on the do not rent list you will have to email that department.” Huh? She rents a car from them every 2 weeks and has never had any issues. I am beyond frustrated!
I have emailed the do not rent department, not sure if/when they will respond. If you’ve had this experience what hoops did they make you go thru? From what I read online it’s a huge hassle. But, again, I have no idea why she’s on this list.
AdministratorNovember 2, 2021 at 12:56 pm
Hi Kris! Did you try their option to escalate your case? https://avisbudgetgroup.com/customer-service/
It says it will be sent to the the Office of the President, where your case will be re-opened for executive-level review.
In situations like this where I’ve been given the major run-around and can’t get an issue resolved, I will try to track down a contact for an exec and email them personally with my experience (while maintaining respect). I did this for Delta one time. Nobody could help me so I tracked down the email address for the SVP of Customer Care, explained the situation and my experience with the customer service reps. The next day, their assistant called me to rectify the issue. I was honestly blown away, and it may not always work, but it can be worth the try in this situation! I later mailed them a thank you note for taking the time to read my email and resolve the issue, and actually have good customer service from the top.
MemberNovember 8, 2021 at 12:17 pm
Tara – thank you so much for taking time to reply. Even though I finally got this issue resolved it should’ve never taken the amount of time it took. I WILL contact the Office of the president.