Avis in Edinburgh

🕗 opening times

comments 5

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  Ben Penkacik

  :: 05 May 2018 17:16:14

  They took my reservation for 3PM and when I arrived at 3:15 they were closed. What time exactly was I supposed to pick up the car if my reservation was 3:00 but they are only open until 3:00? I guess I had an infinitely small window of time that my reservation was valid and I missed it. They were not able to compensate me for any of the time or money I wasted from my vacation since I had to rent a worse car for significantly more money because of an emergency that they created.

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  M R

  :: 01 May 2018 17:23:33

  We received very poor and unsatisfactory services by this office. What happened? Well, we booked a Group C car to be picked-up at this office. When picking up the vehicle, unfortunately we experienced a few problems. - The main issue was that we were provided with a car from a inferior group (Class B). - We were not informed about this change to a lower class by the Avis staff at any time before signing the contract or even when we were given the car with the keys ready to leave. - Nevertheless, we realised that the car was smaller than the one we originally booked. We kindly explained the situation to Avis staff who were on duty at that time in the office. - Avis personnel claimed that no Group C car was available at that time without never offering us a vehicle from a higher group as a first solution. Only after we showed them our disappointment, they suggested they could offer us a discount. However, the discount was based on the amount I would have paid if I would have actually booked a Group B car. Additionally, we utterly needed a bigger car due to safety reasons, personal preferences plus the size of the luggage we needed to carry with us. We explained to the staff that unfortunately we couldn't accept the discount as it wouldn't resolve the problem. - Since no satisfactory solution was provided we requested the possibility of swapping the car at Inverness Avis' office as we were planning to be there in the evening. We proposed the staff to check the availability at Inverness Airport agency so we could change the car to the class we had originally booked. They agreed on that solution and they confirmed they would contact them by mail copying us. In fact, we did write down our email address and mobile number so they would keep us updated. Unfortunately they never contact them as we checked with the Inverness agency by ourselves since we never heard from the Edinburgh office at any time during the day. To sum up: - The attitude and behaviour of Avis staff in Edinburgh City was extremely unprofessional, helpless and rude. They didn’t show any assertively at all. It seemed they did not know (or they did not want to know) the conditions of rental, which stipulate that “It would be unusual for us not to have a vehicle in the group you asked for. If it does happen, we will try to find you a vehicle from a higher group at no extra cost. If we can only find you a vehicle in a lower group, and you agree to rent this vehicle, you will only be charged for that vehicle. If you’ve already paid, you will be entitled to a refund of the difference.” - There was an obvious lack of respect of the reservation from Avis. It is hardly understandable that Avis cannot guarantee the availability of a vehicle which has been booked more than 7 weeks in advance. - We felt cheated by Avis!!

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  Craig Massey

  :: 09 March 2018 20:13:10

  Great place to rent a vehicle, friendly team working there who really helped me out

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  kids kids

  :: 25 February 2018 19:30:55

  Me cobraron un día de más en mi tarjeta de crédito una vez regresé a mi país. Llamé a la sucursal de Edimburgo y nunca contestaban. Tuve que llamar al 902 de atención al cliente y mandar varios emails y después de demostrar que era incorrecto que me cobrarán ese día puesto yo ya había regresado a mi país me devolvieron el dinero después de 3 semanas. No volvería a alquiler en esta oficina. Lástima que no leyera antes las reseñas de otros clientes. A partir de ahora será lo primero que haga.

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  Kim Wu

  :: 09 January 2018 14:09:49

  Unfortunately, specific circumstances have forced me to discuss my bad experience with this company and its staff. In this review I will try to be as objective as possible and leave my personal feelings to the end. Pros The rental cars were new, clean, and fit all the criteria for travel- it never broke down and was very trustworthy even when travelling over long distances. Cons The customer service was abhorrent. When walking into the reception the receptionist didn't greet us warmly but rather with a scowl on her face. A male member of staff then replaced the receptionist also with the unfriendly and rather rude attitude throughout the transaction. Neither had the experience, knowledge, or competency to handle an, dare I say, common complication- a car crash. The man lied and said, "we have no obligation to provide you with a replacement vehicle". I am not sure he understands what "complete coverage" on your insurance means or what being “insured” means. He then proceeded to list further expenses we would have to pay for a replacement vehicle including the cost of the new vehicle for remaining usage and new insurance for the new vehicle. The male member of staff blamed the car crash on us in front of us without the necessary information to make such a claim. Worst of all the man (and female receptionist) apparently had no insight into customer service. They did not apologise for their rudeness or blatant obvious mistake, even when procedure was explained to them by their superiors. Personal opinion From what little research I have done on this company they are of good repute with decent customer service. However, you shouldn't have to pay extra for a smile or a friendly greeting when you walk through the door. That is about universal politeness of which certain people obviously lack. If the word 'budget' in their company name equates to a lack of good manners, the existence of humans in the company is an unnecessary feature- I would rather interact with automated robots with no soul. I hope the company and management reflect on this and several other negative experiences of its customers to make significant necessary improvements to its customer service in the hope that it can be competitive as a business. Evaluation The redeeming quality for the company and this review is the upstanding manager from the Manchester branch who managed to rectify the situation. We left without having to pay additional fees and with a replacement vehicle (after lying about having no automatic vehicles available). Although the process was already very stressful on top of being involved in a car accident, the result left us pleased- earning the second star.