Barcelona Airport
Complaint
Julrosmo
Country: United Kingdom
I rented a Mercedes 220 from Avis at Barcelona airport on 11th August 2012. I had pre-booked and paid for this specific vehicle back in March through my husbands preferential workplace scheme. On arrival at the airport I was told I couldn't have the booked car but could have a BMW 520. I said I had hired a specific car and they told me no one can do that. However my paperwork showed that I had in fact hired a specific vehicle whereas other people's paperwork had the addition of the words 'or similar' next to the vehicle description. I maintained my stand as to what vehicle I had hired and was surprised to see a young couple with a child with the operative next to mine being handed the keys to a Mercedes 220 just at the same time I was being told they didn't have any Mercedes. I pointed out what was happening next to me and so the operative then told me they had a Mercedes being cleaned up for me in the garage and it would be '5 minutes'.
An hour later I asked where the car was and was told '5 minutes'. During this time the most enormous queue had built up at the counter and people were shouting and arguing with operatives over bodged rental agreements. The couple who had been given the first Mercedes had not left the premises and returned to refuse the car they had been issued on the grounds it didn't have a Sat Nav. Right under my nose the operative handed them the keys to the car just delivered from the garage for me! I asked why they were doing this only to be told I couldn't have a Mercedes, only a BMW and that they were going to rip up my contract even thought it had been paid for months in advance. Other people then started shouting in support of me. It was chaos. The couple with the child then refused the second Mercedes on the same grounds so I asked the keys to one of them be given to me. After arguing over it, the paperwork they were trying to issue me (that they had printed BMW 520 on) was scribbled all over, had 'Mercedes 220' added and the keys thrown at me (I kid you not). They then removed the child car seat hired by the other couple and my family and I got away as quickly as we could - 2 and a half hours after landing!!
I returned the car 4 days later (15th August) to the airport. They were confused at first as to why I was giving them a Mercedes when I had hired a BMW. Not so, I said as I showed them the paperwork I had with the scribbled notes all over. I was told all was ok and so I left.
2 weeks later at home in England I received an invoice for extras, which included rental of a child car seat and a charge for mileage and petrol, all referring to a BMW 520. I contacted Avis straight away to tell them I had not hired this vehicle, nor had I had a child car seat and I had not undertaken the mileage/petrol they were charging me for. I had to scan my original documents with the scribble over and eventually Avis apologised and sent me a voucher for an upgrade next time I decide to use them (cough!!).
Yesterday, a month after the apology, I received an invoice from Avis for an administration charge of 45 euros informing me that they had passed my details to the Spanish Authorities for a traffic violation I had apparently carried out in a BMW 520 that I had supposedly hired on 11th August from Barcelona Airport and returned on 14th August to Barcelona Railway Station and that the Authorities would be contacting me direct with the fine. I am now awaiting the outcome of my latest complaint to Avis Customer Services as to how they could possibly send me an invoice for an administration charge relating to them providing details to the Spanish authorities for a traffic fine they are imposing on a car I DID NOT HIRE, that was returned to a different location THE DAY BEFORE I returned my rental to the airport????? Interestingly, the credit card number that they keep quoting on all this correspondence is not mine!!
So, not only has the person the credit card belongs to had the August invoice debited to them, received the monetary compensation awarded to me after my first complaint, they have now had the administration charge taken directly from their account. I have no idea if they are the true recipient of the BMW 520, or if they are another poor customer who has got caught up in the mess. All I do know is if Avis don't sort this out quickly, I will received a fine from Spain in the post and probably have my details posted up at all Spanish borders for non-payment of fines for something I am not responsible for! I will not be able to travel to Spain without fearing I am going to be arrested on arrival.
I will never, ever, again hire from Avis. I had a bad experience with them in Nice a few years ago that actually pales into insignificance compared to this latest event!
An hour later I asked where the car was and was told '5 minutes'. During this time the most enormous queue had built up at the counter and people were shouting and arguing with operatives over bodged rental agreements. The couple who had been given the first Mercedes had not left the premises and returned to refuse the car they had been issued on the grounds it didn't have a Sat Nav. Right under my nose the operative handed them the keys to the car just delivered from the garage for me! I asked why they were doing this only to be told I couldn't have a Mercedes, only a BMW and that they were going to rip up my contract even thought it had been paid for months in advance. Other people then started shouting in support of me. It was chaos. The couple with the child then refused the second Mercedes on the same grounds so I asked the keys to one of them be given to me. After arguing over it, the paperwork they were trying to issue me (that they had printed BMW 520 on) was scribbled all over, had 'Mercedes 220' added and the keys thrown at me (I kid you not). They then removed the child car seat hired by the other couple and my family and I got away as quickly as we could - 2 and a half hours after landing!!
I returned the car 4 days later (15th August) to the airport. They were confused at first as to why I was giving them a Mercedes when I had hired a BMW. Not so, I said as I showed them the paperwork I had with the scribbled notes all over. I was told all was ok and so I left.
2 weeks later at home in England I received an invoice for extras, which included rental of a child car seat and a charge for mileage and petrol, all referring to a BMW 520. I contacted Avis straight away to tell them I had not hired this vehicle, nor had I had a child car seat and I had not undertaken the mileage/petrol they were charging me for. I had to scan my original documents with the scribble over and eventually Avis apologised and sent me a voucher for an upgrade next time I decide to use them (cough!!).
Yesterday, a month after the apology, I received an invoice from Avis for an administration charge of 45 euros informing me that they had passed my details to the Spanish Authorities for a traffic violation I had apparently carried out in a BMW 520 that I had supposedly hired on 11th August from Barcelona Airport and returned on 14th August to Barcelona Railway Station and that the Authorities would be contacting me direct with the fine. I am now awaiting the outcome of my latest complaint to Avis Customer Services as to how they could possibly send me an invoice for an administration charge relating to them providing details to the Spanish authorities for a traffic fine they are imposing on a car I DID NOT HIRE, that was returned to a different location THE DAY BEFORE I returned my rental to the airport????? Interestingly, the credit card number that they keep quoting on all this correspondence is not mine!!
So, not only has the person the credit card belongs to had the August invoice debited to them, received the monetary compensation awarded to me after my first complaint, they have now had the administration charge taken directly from their account. I have no idea if they are the true recipient of the BMW 520, or if they are another poor customer who has got caught up in the mess. All I do know is if Avis don't sort this out quickly, I will received a fine from Spain in the post and probably have my details posted up at all Spanish borders for non-payment of fines for something I am not responsible for! I will not be able to travel to Spain without fearing I am going to be arrested on arrival.
I will never, ever, again hire from Avis. I had a bad experience with them in Nice a few years ago that actually pales into insignificance compared to this latest event!
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