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| - Where do I start... First off, the good: the extra star for the young lady, the only service rep at this location who understands customer service. When I've had problems (like the one I'm about to describe), she's put me into a better car without hesitation. That's twice now... I wish I could have her at the desk every time I come in because...
Now the bad: As an Avis preferred customer, I come to expect a certain level of service back from Avis for all the business I send their way (almost every week). So when I arrived at the Pearson location last night and found out, for the 2nd time, that I've been put into a smaller car without notice, I'm annoyed. The first time this happened, I only realized halfway through my rental period and notified Avis customer service to which I was told nothing could be done until I return the vehicle. When returned, I found out they charged me for the larger vehicle. So they put me into a smaller vehicle without notifying me, and charged me for a larger car... only after complaining to Avis customer service did I get a refund.
Last night, I realized they did the same and approached the customer service desk and notified them... at which point they told me they could put me into a Santa Fe. Why didn't you put me into that vehicle to begin with? Were you guys going to charge me again for the larger vehicle?? When I asked if I could be put into a better car than the Santa Fe (because you never know unless you ask), I was told "sure if you want to pay for it." So after renting with you guys almost every week for months, and now extending my current rental by an additional week, you're going to expect me to pay to upgrade AFTER I just pointed out that you tried to put me into a smaller car without notice? Other Avis locations will go out of their way to help their regular customers, and do what they can to keep their business. Not this location. They act like they're doing you a favour by letting you pay them for a car you didn't rent. In the past I've even tried calling this location directly with no answer... it's a bit ridiculous.
NOTE FOR AVIS AT PEARSON: How many customers do you exploit this way? I would be curious to know how many unsuspecting customers pick up a smaller car and get charged extra for the difference? This same note is going to Avis head office as well to notify them of your business practices.
Hats off to the young lady who works on Sunday nights sometimes, she deserves a promotion and put in charge.
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