Very bad experience being over charged on our booking.
On collection they were rushing to close the office and when getting in the car we realised there was no baby car seat . Fortunately I was able to run and catch up with the staff as they had left and closed the office. The guy that served me said there was no car seat on the contract even though they called me 2 days prior to confirm how old our child was. He said “there is no car seat in the contract but enjoy it and have it for free” (we had pre paid extra for the car seat). This service was disappointing, along with the fact that our car was damaged (clearly involved in a collision with the back boot door smashed in).
We then had to change the car mid holiday as it started to smell of petrol inside. We didn’t feel secure driving in that car with a young child. I then had to leave my wife and child alone for half a day whilst I drove to exchange the car, wasting my time.
We then returned the vehicle upon leaving Spain and was told we wouldn’t have paid for the car seat up front as that’s Avis’s usual policy. Our booking confirmation clearly shows that we did. We have since been charged again.
It was imposible to get a response from anyone on customer service. We felt very disappointed, they refunded us the amount they overcharged but never got a response or polite email. We will definitely not use Avis car hire again.
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