The staff kept trying to upsell their own insurance and fuel packages multiple times after we refused. It was a bit annoying. The English level of the staff in Spain was not very good, making the overall car rental experience less pleasant than in the US and Australia.
We picked up the car in Madrid and traveled through Portugal (Porto, Lisbon, Faro) and Spain (Seville, Malaga, Granada). The diesel car broke down due to a lack of urea (Doesn't the rental company check this?). This required us to communicate with AVIS over the phone, but their customer service was poor, and communication was difficult. After several tries, the vehicle was finally towed away. AVIS did not provide a replacement car, so we had to go to the airport rental company ourselves to find an alternative vehicle. Unfortunately, the car model changed from a 7-seater Mercedes to a 5-seater Peugeot. The entire experience was stressful and left us feeling helpless.
The service attitude was cold and impatient. When I mentioned that I didn't want to buy insurance, they tried to trick me into hidden charges and pushed me to buy their fuel service which cost over 70 euros. It's a rip-off.
The queue was extremely long. Although I had already paid the full rental amount on the platform, I was charged an additional 100 euros at the store, plus a 65-euro service tax for services that were never provided. It's been nearly a month and I still don't understand what happened. The staff's English is very poor, and the extra charges were taken without explanation. Absolutely a terrible experience!
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