Beware of Avis 'Fuel Up Front'
Discussion
So I rented a car from Avis collecting at Cologne railway station on 7 September returning 9 September at Cologne airport.
When I arrived to collect the car the rental desk was exceptionally busy. One Avis agent was dealing with queue of some 6 somewhat impatient customers. Clearly she was under some pressure. I was therefore pleased when she simply took a copy of my license asked me to sign for the car and gave me the keys.
It was only the next day that I looked and saw that Avis had added the 'Fuel Up Front' option. I did not want this particularly as I knew that I would not be driving very far. With this in mind I did not know whether to fill the car on return or not. I decided to take it to the return station at the airport and ask there. This did not prove possible as when I returned to ask I could not get the car out of the Avis car park without going to the terminal and asking for approval - a fair walk there and back when you have a flight to catch.
In the end I was charged Euro 64.24 for the 16 litres I had used. Clearly this was a 'penalty rate' and way beyond the normal price of petrol.
I complained to the Avis desk at the airport and was advised to make the complaint to customer services. I was advised that I should have been asked if I wanted the fuel option when I collected the car. Surely this should be standard?
All in at the moment I am looking at a bill of Euro258.13 for a rental of 2 days, 3 hours covering 283 kilometres or 175 miles.
The moral of the story is to be very very careful when renting.
When I arrived to collect the car the rental desk was exceptionally busy. One Avis agent was dealing with queue of some 6 somewhat impatient customers. Clearly she was under some pressure. I was therefore pleased when she simply took a copy of my license asked me to sign for the car and gave me the keys.
It was only the next day that I looked and saw that Avis had added the 'Fuel Up Front' option. I did not want this particularly as I knew that I would not be driving very far. With this in mind I did not know whether to fill the car on return or not. I decided to take it to the return station at the airport and ask there. This did not prove possible as when I returned to ask I could not get the car out of the Avis car park without going to the terminal and asking for approval - a fair walk there and back when you have a flight to catch.
In the end I was charged Euro 64.24 for the 16 litres I had used. Clearly this was a 'penalty rate' and way beyond the normal price of petrol.
I complained to the Avis desk at the airport and was advised to make the complaint to customer services. I was advised that I should have been asked if I wanted the fuel option when I collected the car. Surely this should be standard?
All in at the moment I am looking at a bill of Euro258.13 for a rental of 2 days, 3 hours covering 283 kilometres or 175 miles.
The moral of the story is to be very very careful when renting.
Tell customer services that the rental desk didn't tell you that.
I use Avis quite every few weeks and I got charged for fuel when I took the car back full. I complained to customer service and they credited back the cash.They were supposed to ask to see my receipt on return which they didn't.
The obvious thing to do would be for them to look at the fuel guage, but they don't do that for some reason!
I use Avis quite every few weeks and I got charged for fuel when I took the car back full. I complained to customer service and they credited back the cash.They were supposed to ask to see my receipt on return which they didn't.
The obvious thing to do would be for them to look at the fuel guage, but they don't do that for some reason!
Always get the car checked by an Avis/Hertz/whoever when you return it back. I always do this and have never been charged for fuel. I always return the car full, get the rep to check the car over and give me a receipt on the spot so I know everything is in order. I also always take a picture of the mileage and fuel guage (together in one photo) with my phone before I leave the car at it's rental office destination.
Yes with hindsight I should have taken the car back full but the paperwork said 'Fuel Up Front' and I was not sure that I could get out of that. I thought I could have had to pay to re fill the car AND still be stuck with the up front charge.
I decided to take the car back a bit early and ask if I could take it away to re fuel with the up front charge refunded. This did not turn out to be possible as I could not the car out of the depot.
I decided to take the car back a bit early and ask if I could take it away to re fuel with the up front charge refunded. This did not turn out to be possible as I could not the car out of the depot.
Silver993tt said:
Always get the car checked by an Avis/Hertz/whoever when you return it back. I always do this and have never been charged for fuel. I always return the car full, get the rep to check the car over and give me a receipt on the spot so I know everything is in order. I also always take a picture of the mileage and fuel guage (together in one photo) with my phone before I leave the car at it's rental office destination.
I've had a Hertz car checked as full, then been billed afterwards anyway for an amount that bore no possible relation to how full the car is. They refunded after I complained, but I was in a weak position as I'd chucked my petrol receipt when they took the car back.I now take a photo showing the full tank, the mileage and the receipt with my phone.
Borghetto said:
It looks like outright fraud by the rental companies in many cases.
Nothing new there though is there?Fuel, CDW excess waivers, theft excess waivers, they're all areas where most of the hire car companies will try to turn over the client.
I learnt the hard way years ago and now always take out separate insurance to cover any losses, and return the car full, retaining evidence in case of after hire shenanigans.
I actively avoid Avis for a similar reason. They sneaked charges in for extra insurance that I'd told the girl on the counter I didn't want, but I didn't read the paperwork fully when I signed for it, and it turned out I was signing to take the insurance, not to decline it. I couldn't do anything about it as my signature was against the relevant section on the form, despite me phoning to complain when I got back. The insurance turned out to be nearly as much as the week long hire too.
Still, it's their problem, I hire quite a bit for personal and business purposes, and mostly use one or two other companies, who I've never had any issues with. I know it's only a sample size of one, but I've always had a great standard of service from Enterprise, although the likes of Budget, Alamo to name but two others have also been good to me.
Still, it's their problem, I hire quite a bit for personal and business purposes, and mostly use one or two other companies, who I've never had any issues with. I know it's only a sample size of one, but I've always had a great standard of service from Enterprise, although the likes of Budget, Alamo to name but two others have also been good to me.
bad company said:
Yes with hindsight I should have taken the car back full but the paperwork said 'Fuel Up Front' and I was not sure that I could get out of that. I thought I could have had to pay to re fill the car AND still be stuck with the up front charge.
It was a bit daft taking it back needing fuel - you can't really argue the case now as you'll either have to pay for the initial tank or the refuelling rate.Avis *might* refund you. I use Hertz quite a bit and they're pretty good after the event but I'm getting very annoyed that issues can't be sorted there and then.
Was this on company expenses, or is it your own personal cost?
Sheepshanks said:
It was a bit daft taking it back needing fuel - you can't really argue the case now as you'll either have to pay for the initial tank or the refuelling rate.
Avis *might* refund you. I use Hertz quite a bit and they're pretty good after the event but I'm getting very annoyed that issues can't be sorted there and then.
Was this on company expenses, or is it your own personal cost?
Yes with the benefit of hindsight I should have filled up BUT I was returning to Avis to ask if I could fill it up and cancel the Up Front deal I had never requested. Trouble was it was very difficult to get the car out of Avis again to do this.Avis *might* refund you. I use Hertz quite a bit and they're pretty good after the event but I'm getting very annoyed that issues can't be sorted there and then.
Was this on company expenses, or is it your own personal cost?
I used 16 litres of fuel and I have no problem in paying for that but I think it's wrong to charge it at the refuelling rate.
Super Slo Mo said:
I actively avoid Avis for a similar reason. They sneaked charges in for extra insurance that I'd told the girl on the counter I didn't want, but I didn't read the paperwork fully when I signed for it, and it turned out I was signing to take the insurance, not to decline it. I couldn't do anything about it as my signature was against the relevant section on the form, despite me phoning to complain when I got back. The insurance turned out to be nearly as much as the week long hire too.
Still, it's their problem, I hire quite a bit for personal and business purposes, and mostly use one or two other companies, who I've never had any issues with. I know it's only a sample size of one, but I've always had a great standard of service from Enterprise, although the likes of Budget, Alamo to name but two others have also been good to me.
Budget and Avis are the same company.Still, it's their problem, I hire quite a bit for personal and business purposes, and mostly use one or two other companies, who I've never had any issues with. I know it's only a sample size of one, but I've always had a great standard of service from Enterprise, although the likes of Budget, Alamo to name but two others have also been good to me.
I recently got a quote for Avis for £250 for a holiday rental so I tried Budget and it was £160. The instuctions were to go to the Avis desk at the airport. I got Avis paperwork, the car was parked in an Avis bay and had an Avis sticker in the rear window. Apart from the initial booking, there was nothing to indicate it was a Budget rental car.
bad company said:
Yes with the benefit of hindsight I should have filled up..
..with the benefit of hindsight you should have read what you signed up for. Not having a go - I've done similar, although I did ask and the agent lied to me. That was with Hertz and they refunded (extra insurance).You could try a post on their Facebook page, but the per litre refuelling rate probably means you'll be arguing about a few euros.
Sheepshanks said:
..with the benefit of hindsight you should have read what you signed up for. Not having a go - I've done similar, although I did ask and the agent lied to me. That was with Hertz and they refunded (extra insurance).
You could try a post on their Facebook page, but the per litre refuelling rate probably means you'll be arguing about a few euros.
I know it's not much money but it is very wrong. They should not include the fuel package without asking. I have made a complaint but looks like I will have to put it down to experience.You could try a post on their Facebook page, but the per litre refuelling rate probably means you'll be arguing about a few euros.
Sheepshanks said:
bad company said:
They should not include the fuel package without asking.
Did you book direct with Avis or through an agency? Sometimes the T's & C's of the deal mandate you pay up front for a tank a fuel.
Sheepshanks said:
Did you book direct with Avis or through an agency? Sometimes the T's & C's of the deal mandate you pay up front for a tank a fuel.
I booked thru American Express Travel. Will take a look at their stuff.I nearly always book thru Amex using Hertz but this time with the rental starting on a Sunday I went for Avis as Hertz don't open till 12 noon.
steveo3002 said:
the reps know damn well most people are tired and a bit confused just getting to a foriegn country so they try it on
Can quite honestly say I've never had this from Avis / Sixt.Not sure where OP made the reservation, but when booking direct I've always had the option to pay for a tank up front, or fill on return.
Avis Preferred is free to sign up for, and has a priority queue with a minimal wait.
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