- A pregnant customer drove three hours into the early hours after Avis misunderstood the delivery location.
- After a 12-hour drive to Knoxville, Tennessee, Sara had to go to Nashville to avoid a $1,000 fine.
- Sara said a customer service representative told her to “learn to read” when she complained.
A pregnant Avis customer had to drive for three hours in the middle of the night after a 12-hour journey to avoid a $1,000 fine after the wrong drop-off location was entered into the car rental company’s system.
Sara, who did not want her last name published due to concerns about her job, told Insider that she and her husband were traveling back to their home in Knoxville, Tennessee, after a cruise vacation docking in Fort Lauderdale, Florida.
When they arrived in Knoxville, Sara noticed that the contract stated that she had to return the car in Nashville – a mistake she believes had been made by Avis. Although Sara accepted that she should have checked the contract, she was still frustrated with the mistake.
After arriving at the depot at 11 p.m. after a 12-hour drive from Florida, the couple was given two options by Avis’ staff: a three-hour drive to Nashville the next morning at 8 a.m., or pay a $1,000 fine.
Sara, who is six weeks pregnant, begged workers in Knoxville but had to drive the couple’s own car while her husband drove the rental car to Nashville.
“I was just so early in my pregnancy and I am a first-time mother. I was just terrified that my husband would fall asleep at the wheel, or that I would fall asleep at the wheel, that something would happen to a ours or whether it would put too much stress on the pregnancy,” Sara told Insider.
“And we just bought our car too, so I didn’t want anything to happen to it, and it just seemed ridiculous that they couldn’t do anything.”
The following Monday, Sara called Avis and said an agent told her to “learn to read” when she filed a complaint.
She said she has since been forced to deal with difficult communication channels, with one customer service email, while her Instagram comments were deleted, she said, along with complaints from several other customers when the company disabled its comments on the site. .
“I wish my story was resolved, but I feel like they have a lot of work to do,” Sara said.
After Insider contacted Avis, Sara said the company issued a full refund and offered a rental loan.
An Avis spokesperson told Insider: “We are deeply sorry about this situation and have apologized directly to… [the couple] for the bad customer experience.
“Unfortunately, due to miscommunication, their drop-off location was registered as Nashville, Tenn., which they only discovered after a long drive at the Knoxville location. We wish they had a better solution offered on the spot, rather than have them. three hours to return the car the next morning.
According to the rental company, the matter has been resolved ‘amicably’.
Last week, Avis charged a customer $6,000 after claiming she had driven 23,000 miles in three days, a feat that would have resulted in 72 consecutive hours of driving 310 miles per hour. The company paid the woman back after her story went public.