Judge for your self here is the reply I got back from my complaint.
Dear Mr. ####,
Thank you for contacting the Avis E-mail Customer Service team.
We extend our most sincere apologies for any inconvenience you have been
caused, and we are sorry to learn your recent experience with Avis has
not met the usual high standards our customers have come to expect and
We are disappointed that you feel the optional coverages/services were
not properly explained at the time of rental. Avis Customer Service is
not privy to the conversations that took place at the rental facility.
Our decisions are based on experience and the facts at hand. The signed
copy of your rental contract shows LDW (Loss Damage Waiver) coverage,
PAI (Personal Accident Insurance), PEP (Personal Effects Protection),
ALI (Additional Liability Insurance) and the PGO (Prepaid Gas Option)
was clearly noted as "Accepted" and the individual per day cost is also
outlined on the rental contract. Your signature appears in acceptance of
these options and additional cost. I have attached a signed copy of the
contract for your records.
We understand that when traveling often times our renters are in a hurry
to begin their trip, they may be experiencing fatigue due to long flight
times, or they are rushed to make a business meeting. Although we
realize standing at a rental car counter is not how many renters
envision beginning their travels, we strongly encourage each and every
customer to review their contract, ask for clarification if necessary
and thoroughly understand what they are signing for. We encourage this
in order to avoid situations such as the one you have encountered.
Mr. ####. your contract clearly shows your signature in acceptance of
these items and your vehicle is covered during your entire rental
period. At this time we find that no additional adjustments are owed.
We regret that we are unable to offer a more favorable response and we
trust this offer of compensation meets with your approval. Should you
require additional assistance, please do not hesitate to let us know.
Avis sincerely appreciates the business you have given us, and we look
forward to serving you again soon.
Customer Service Representative
Original Message Follows:
From: Avis Customer Service [mailto:firstname.lastname@example.org]
Sent: Friday, April 12, 2013 7:05 PM
Subject: Re: Rental Location and Policies (KMM7572173V11461L0KM)
Dear Mr. #####:
Thank you for contacting the E-mail Customer Service team.
We would like to share your disappointing experience with our management
Please reply back to this email with the details of your rental
experience so that we may complete our investigation.
Please provide the details below:
Rental Agreement or
Reservation Number ########
Renter's Name ########
Renting Location London Heathrow Apt Terminal 1/2/3/4 - LHR
Car Rental Centre Northrop Rd
Hounslow London TW6 2QA
(44) 0844 544 6000
Sun - Sat Open 24 hrs
Exact Date of Rental Saturday, March 02, 2013 @ 08:30 AM
First when I got there they tried to give me a 2 door when I refused
then they said that It would cost me more for a 4 door upgrade then I
Then magically had my 4 door make a model just came in. as far as the
car I have no complaints . and the manager clearly told me that I
should of looked at the contract better . and I agree but to make the
amount come out to exact same as what it is in usd to fool you is crap.
She told me 400 dollars verbally and then said it would be a extra 50
buck for a full tank of fuel so when I looked at the agreement all I
saw was the 450 I owed. It was pounds instead of dollars. when I
handed the car back in and complain about the trickery he said I asked
for all the extra insurance . first I heard of it .. I thought I had
took out all the extra insurance stated in my reservation. Nothing
extra was offered or explained to me. Then it took 2 weeks for you
To process the amount you took from my credit card. Which seemed shady
to me called you customer service and you kept giving me the run around
telling me that we have already processed you payment and its paid in
full called the credit card company stated you havent sent anything
thru yet amazingly 2 1/2 weeks later it was deducted.
This was in no way a seamless or pleasant experience.
You may feel assured that as soon as this information is received, we
will give the matter our immediate attention.
Customer Service Representative