I reserved a Ford Edge or similar large car plus my usual 2+ upgrades that I always receive. The rental was to be ready at noon for pick up on August 20th. On August 2, 2023, I reserved a car from Avis for one of my employees flying in for business. However, my loyalty ends today, as I have never been treated with such unprofessionalism and with such mistreatment as at Avis Aventura Mall. I have been President Club member for 14 years and have been renting with Avis for 20+ years. I already paid $331.96 for the unlimited toll, but AVIS is charging me additional $293.24 for toll because of an error made by an agent during the check-in process. They can't refund the unlimited toll I paid for because it's a "nonrefundable prepay" charge, but they also can't remove the itemized toll fee because "unlimited toll" was not added to my reservation. Now, they are claiming that I need to pay toll fees in addition to the unlimited toll service I paid for, because the agent at the counter modified my reservation by removing the unlimited toll option they still charged me for. Of course I did not receive any phone call after waiting for 48 hours, but instead received a separate email from AVIS with itemized toll charges. Spoke with multiple associates who gave me different answers, so I asked to speak with a manager multiple times but was told to wait for 48 hours. After returning my car, i saw my final bill and somehow unlimited toll option I paid for was not listed on the receipt but the same charge appeared under "nonrefundable prepay". I made a reservation online, and prepaid for the reservation including the unlimited toll. The experience I received is unacceptable, and I will be leaving my review in across numerous websites, and travel agencies IE (Expedia, Travelocity, ETC.). The claims department they've forwarded to me is stating over an hour wait to speak with someone, and if I would like to speak with the supervisors, supervisor, it will take 24 to 48 hours. Fast forward to today, and come to find out my credit card was charged the entire amount, and they are unwilling to refund, reverse, or help me in the customer service department. AVIS did not respond to their email, so I emailed AVIS directly 2 times, to which I did not receive any response. The claim was approved almost immediately within 48 hours, to which Liberty sent an email to request how they would like to proceed with accepting payment. I opted to have my insurance company resolve it and filed my claim. When I initially called in the gentleman I spoke with assured me that my claim could be resolved by my insurance company Liberty Mutual, and if I didn't want to go through them he could reduce the amount owed by 20% (Seems Scammy but ok). As soon as I received their correspondence I reached out immediately to get this matter resolved. Well they did and they couldn't just repair, they had to replace the entire windshield which came to a grand total of $1,156.53. Didn't think to much of it, figured they would be able to get it repaired and send me the bill. While in this vehicle, I was driving on the freeway and a large truck kicked up a rock and chipped the windshield.
The first vehicle I picked up reeked of cigarette smoke, so I requested a different car to which they did accommodate.
I rented a vehicle with Avis on July 12, 2023.
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