Pick up location made me wait for over an hour for car availability then gave me an upgrade since no car was available for the class I booked. It was ok as the pick up location had a bunch of stores around, so just came back after an hour. Needed to change my return location, 15 minute wait on phone but was able to change no problem.
The service at the pickup store was terrible! I was scheduled to pick up the car at 9 AM, but the car wasn't ready. They asked me to wait for 30 minutes. After 30 minutes, the car still hadn't arrived. I called the customer service of the rental company, and they asked me to wait for another 30 minutes. After another 30 minutes, the car still hadn't arrived. I discussed with customer service to switch to a different rental company, which was farther away, so I took a taxi to pick up the car. At 11 AM, Budget called saying the car was ready. Customer service suggested I still go back to pick up the Budget car and claim compensation afterward. I took a taxi back and, after finishing all procedures, it was already 11:20 AM—over 2 hours past the scheduled time, ruining my entire day’s plans! This is simply absurd. How can they expect anyone to book with them again if they can't provide the car at the agreed time? Additionally, I had booked a Festia but got an Accent. The car was new, but it felt much inferior to Festia and was unstable on highways. Could they notify us in advance if they needed to change the car model? If it weren’t for my family's urgency, I wouldn't have rented from this store at all!
Visited Czech Republic during the National Day holiday in October, booked a Ford Mondeo manual or a similar model, but was given a Peugeot 5008. Everything was satisfactory until returning the car. Since it was my first time renting, I was a bit careless. During the return, I checked the car with the staff but didn't take photos. To my surprise, by the end of February, I saw an additional charge of nearly 1500 RMB. I contacted the rental company and received a photo showing severe scratches on the rear bumper, which were obvious like children's graffiti on a wall. I asked the company why such obvious damage was discovered so late and why they charged me. They just apologized for the late discovery and insisted it was our fault. Very dissatisfied, I will never rent from this company again.
This was the most unpleasant car rental experience. After picking up the car in Venice, everything went smoothly at first. However, on the way from Florence to Rome, the car ran out of 'ADBLUE', a diesel additive, and couldn't start after stopping at a highway service station. The staff at the service station were rude and unhelpful, saying they didn't have it. Thankfully, with the help of two Italian couples, we eventually found the additive (which was actually available at the station). The car finally started again but not before we spent over an hour under the scorching sun. Worse still, the return location was incorrect. We spent hours searching for it, but couldn't find it. Calling the domestic QEEQ hotline didn't help. We ended up returning the car at the train station the next day, utterly exhausted. I will never rent from AVIS again. My experience with HERTZ in Paris was much better, but AVIS in Italy proved to be highly unreliable.
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