The pick up was very easy. I got off the plane and as soon as i entered the airport lobby I saw the Avis desk. It was early in the morning ( around 8 am) and there was only one person on staff at the time. She was away servicing another customer at the time but there was a sign up alerting customers of the situation and her number was attached to the sign in case of emergency. When she arrived at the desk the process was very quick and pain free. She got the car for me and I was off. Good experience.
I was pleased to receive a free upgrade when the car I reserved was not available. That made the rental experience hassle free.
No one answers the phone there, called 6 times before pkg up the car. To drop off the car, had to wait over 15 minutes for the rep to show up at the counter, after I sent her daughter to look for her outside & other people in line behind me!! Car was fine and love the AARP discounts and NO charge for extra driver. Something needs to be done to better m"man" the desk at this location!!
The car was terrific, but the customer service was ridiculously bad. We called dozens of times and the local agent didn't answer the phone. When we went to the rental location and were the only people at the counter, the phone rang and she didn't even think about answering it. After we returned the rental, my wife couldn't find her wallet. We think that it may have been left in the car, but we have called dozens of times and no one will answer the phone. We called the corporate customer service line and they couldn't reach the office either and said that we should keep trying. I also noticed that they added a $13.99 fuel charge although we returned the car full and left the receipt in the car. Corporate customer service did credit us for the wrongful payment, but we still don't know whether or not my wife's wallet was in the car.
The pick-up of the rental car went smoothly. The rental car itself served its purpose very well. The return of the rental care was an entirely different story! We needed to return the vehicle on Friday, but due to the New Years holiday the location was closed. We left the vehicle in the lot, but there was no drop box for the keys. The location was open on Saturday 9:00 am until 2:00 pm, but because of our work hours, neither my husband or I were able to return the vehicle keys. My husband called Avis only to be told that we would be charged for another day. The Sunday hours for this location were 10:00 am to 2:00 pm. I arrived just prior to 10:00 am, entered the airport to find three gentlemen waiting for the 10:00 opening. Two others arrived waiting for the opening. The employee finally arrived at 10:06 am with no apologies to the waiting customers. She proceeded to help the first customer. While she was speaking with them a man with a young child arrived along with another woman. They were apparently friends/ family of the employee. They carried on a conversation with the employee while she was with the customer. They also went behind the counter making themselves "at home" which myself, along with the other customers found to be a bit appalling and very unprofessional. I did speak with AVIS customer service concerning the incident and received credit for the inconvenience of not being able to return the vehicle on Friday. This location is very poorly staffed by unprofessional staff. This was not our first encounter with the staff. Once before we had to wait for the staff member to finish her cigarette before waiting on us. This location needs a serious review and changes are required to better serve the customers.
Avis Car Rental is a US Car Rental based in Hagerstown, Maryland. Avis Car Rental is located at 18434 Showalter Rd, Hagerstown, MD 21742, USA.
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